Whatever your issue is, we are happy to help. Please send us an email at firstname.lastname@example.org or contact us through the instant chat function. Let us know your order number and we will contact you with a solution within 12 hours.
Frequently Asked Questions
Orders, Returns & Refunds
I have an issue with my order
Can I return a product if I change my mind?
Yes absolutely - we are happy to refund any product that is returned to us in its original packaging. To start the process send us an email to email@example.com with your order number and we will send you the return address. We highly recommend sending your return via tracked post as we cannot issue refunds until the item is back at our warehouse.
Refunds are processed the same day that the item is received back, to the same payment method used to pay for the order. AfterPay payment methods incur a 6% restocking fee as these fees are not refundable to us. All other payment methods will receive a full refund.
We do not refund the outward shipping cost for change of mind returns.
Our refund policy has all the details.
Help! My item is faulty
Firstly, we would like to apologise that you have received a faulty or damaged item. We try our best to provide exceptional quality products, however in a very small percentage of cases things do go wrong.
In the first instance, please send an email to firstname.lastname@example.org with your order number and a short video explaining what your issue is. Please also let us know any steps you have taken to troubleshoot the issue yourself. We may reply with some other helpful tips and if its still damaged or faulty then we will start the return and/or refund process.
We will send you out a prepaid parcel label for you to send the item back to us. Once received, we will issue the refund or send a replacement out.
See our returns policy for further details;
Do you offer customer support?
Yes we do. If you have any questions, issues or feedback about any product then please get intouch on the instant chat or email email@example.com.
We are also glad to help if you have a question and you bought the product elsewhere or have yet to buy the product.
What happens if my order contains pre-order items?
Some of our more popular items sell out really quickly. When this happens we open up pre-orders for customers to guarantee one of the items before it sells out again.
All pre-order items will ship the day after they are delivered to the warehouse. If an order contains additional items that are not pre-order, these will ship with the pre-order items. If you would like to receive the available instock items straight away, we suggest making 2 seperate orders.
Can I change my order?
Yes absolutely. We know that mistakes happen, either you forget to order something or you want to remove something from your order. We are happy to help for all order changes provided the parcels have not been taken to the Aus Post office for that day.
Please contact firstname.lastname@example.org or the instant chat with your order number and changes. We will aim to respond within 12 hours to all emails. (We do not have 24 hour staffing)
We will then contact the packing team and if the parcel is still at the warehouse we will gladly get it amended for you.
Orders that are having items added - we will add them in the back end and send you out an amended order and invoice for payment. The updated order cannot ship until payment has been received.
Orders that are having items removed or refunded - we will process the refund immediately and send you an updated order. The refund will be processed the same method that was used to pay.
How much does shipping cost?
Our shipping costs vary depending on the size, weight and value of the parcel.
Items are shipped as Standard or Express parcels. These have tracking included. Standard shipping does not have any compensation included. If you would like this added then please send us an email. There is an additional charge depending on the value you require. Express shipping comes with $50 compensation included. This can be increased for an additional cost.
The shipping policy contains all the details and prices on the different shipping methods.
How do I track my order?
If you selected Standard or Express parcel post then you would have received an email from us when your parcel was dispatched. This contains your tracking number that you can use on the Aus Post tracking website.
Do you ship worldwide?
Yes we do. We use Aus Post International shipping to ship overseas. Our most popular locations that we ship to every day are USA, Canada, New Zealand and Europe (UK, Germany and Ireland).
The national postal service for that country will collect the parcel at customs for onward postage. Once it has arrived in your country the tracking details will work with your local postal service website.
All duties and taxes are the responsibility of the receiver. Our international shipping policy is available here;
For UK orders, we now have a UK store;
All items to Europe (including the UK) will be sent from our office in the UK (if stock is available). Any savings on shipping will be refunded to you.
Help! I haven't received my order
If your order is late or missing please contact AusPost customer service for an update on their service levels. If your item is eligible for a claim they can start that process for you. They will obtain the relevant details from our business account and then either refund the money to you or us. If we receive the refund, we can either cancel your order and process the refund to you or send a replacement. Just let us know what you would like to do.
Overseas duties and taxes
We are not responsible for any overseas taxes or duties on parcels stopped at boarder control. These checks are out of our control and we do not set the tax or duty rates.
What products do you ship internationally?
You can ship any of our products internationally.
Where do you source your products from?
We source our products from all over the world. Our mission is to bring the best in Retro Gaming parts to Australia. Therefore, we are very selective with who we stock in our store. There are lots of cheap unbranded parts available but inline with our mission, we will only stock products we use in our own high quality console builds. This means that every product is tried and tested for quality issues before we ship to you.
We stand by our mission of top quality with a no quibble guarantee. If you are not happy with the quality of a product for whatever reason, we will issue a full refund including return postage.
We are constantly in talks with different suppliers and manufacturers to stock new and upcoming lines. All new products are featured on our homepage in the "Just Added" category. Also sign up to our newsletter to be notified about any new partnerships and products.
Who are you the official stockist for?
We are Australian official stockists for FunnyPlaying, Ez Flash, RetroSix and Rose Colored Gaming products.
Do you test your products?
Yes extensively. Our second business is Perth Retro Gaming and we sell ready made and built to order consoles. Therefore each product is only sold in store if we use it in our high quality builds. This fits with our mission to bring the best quality retro gaming products to Australia.
We are very selective with who we partner with from around the world and only products that pass our tests are stocked.
When will your out of stock product be restocked?
We try our best to keep our products in stock, however sometimes demand surprises us and we run out of stock. Our most popular products are placed on pre-order to give everybody a fair chance of ordering one before the next shipment arrives. For our other products, you can sign up for email alerts and we will send you an email when the stock is received in the warehouse.
The next delivery is usually 2-6 weeks away depending on shipping times and any customs delays. For a more specific timeframe, please get intouch on the instant chat.
What payment methods to you accept?
We accept credit cards, ApplyPay, GooglePay, and AfterPay.
Can I purchase a gift card?
Yes, we offer a gift card option. Please contact us and we can send you the details. All gift cards are valid for 2 years from the date of purchase and can be spent on any item in the store.
How do I use AfterPay?
AfterPay is a buy now pay later service that you can spread the cost of your payments over 4 instalments in 6 weeks. We ship the goods to you immediately. The buy now pay later contract you have is between AfterPay and yourself.
To pay using AfterPay select the option in the cart and sign into your AfterPay account.
For more details and to sign up click here.