RETURN/EXCHANGE POLICY: Please read carefully before making a purchase.
We will work with you to provide the best service possible.
All products are tested before being shipped out to you. Tested products will save us both with time and shipping costs in case there are any defects or malfunctions. (Brand new sealed items are NOT tested, such as arcade sticks, Brook UFB, Brook Super Converters, collectors or similar items. If you have a question about other items, please contact us beforehand if this is important to you).
We do understand that there are collector's out there that want their items in pristine condition, and if tested, we will make sure to handle all packaging and the game itself carefully so it will stay in the condition advertised. What we can guarantee is that we take our time in packing your items carefully and we're second to none, when it comes to this.
Please be aware that we are not responsible for products that are damaged through FEDEX or USPS or any other method(s) of delivery, which in this case, insurance is highly recommended, but optional at the buyer′s request. All EMS (Express Mail via USPS) packages come automatically with $100.00 insurance through USPS (unless the item is declared at a value less than that, then it is up to the value of the item itself).
Returns are accepted on a case by case basis, however, because of the nature of the business given it's small margins, a 15% restocking fee will be implemented with NO exceptions on items that are fully functional.
We MUST receive the item back in the same shape it was shipped out. Any further noticeable physical damage will be subject to a higher restocking fee or a refusal to accept the return in it's entirety.
If an item is returned and the shipping was FREE to you, we will deduct our cost for the shipping from your purchase price. You will be responsible for all shipping charges back to us if you have a change of heart.
This restocking fee will not be implemented if the item is damaged (our fault, not the delivery carrier) AND also if the customer accepts the exact replacement. If a situation arises where it is our fault such as an incorrect product sent or description error, we will pay for shipping the item(s) back to us as well as sending the correct item(s) back to you (this ONLY applies for addresses within the United States as our warranty covers this area. For International defects, you will be required to cover the shipping fees back to us, even in cases of defects. Do NOT place an order if you cannot agree to this).
However, if you choose a partial refund (15% restocking fee implemented) without replacement, shipping fees are NOT refundable. Any ″new″ item returned in ″used″ condition is subject to a higher restocking fee as it holds a higher collector's value, hence, when resold will force us to lower the selling price.
If the item is not in the condition as discussed prior to us receiving it, we can refuse the item entirely or work out a price that is fair to both parties.
There are no returns or exchanges on any modified or Imported item(s) [such as Hori VLX, modded arcade sticks, the non-USA Hori Sticks] and such as modded systems, modding kits, pcbs, gaming cartridges, joysticks and arcade controllers. Furthermore, any item that is special ordered or custom made to order do not qualify for exchanges or returns, unless in cases of erroneous description listing on our part. These include customized/personalized MAS joysticks. Exchanges can be made for these items if it is DOA (dead on arrival), (cases like this are rare as everything is tested before it's shipped, unless the item was sealed or a New Old Stock item).
These special order items include any CAVE Kits that we sell. These come direct from Japan and because of their collective nature, only exchanges for defective items are accepted, but absolutely NO returns. You must contact us first with the condition of the defective item within 10 days of receiving the merchandise for us to accept any exchanges. Any request or inquiry past this time will not be considered, unless the manufacturer themselves can offer a replacement (email us to see if your product does). There are NO exceptions to this policy.
Under the manufacturer's warranty (which varies), we may need the product sent back to us for credit. In cases like this, you will be responsible for the shipping if it is after our Return Policy period. We will cover shipping back to you (if the defect is not from normal wear and tear).
We do not wish to implement these policies, however, because of the unfortunate abuse of privileges of some buyers out there, these policies are a necessity to stay in business.
If you have any questions, please email us at arcadeshock (at) gmail.com . And we thank you for your support.