RETURN/EXCHANGE POLICY: Please read carefully before making a purchase.
Any questions, please email us here.
We will work with you to provide the best service possible.
Cancellation and Modifications to Orders
Please make sure you are certain to commit to your order and the compatibility with parts and systems. If you're uncertain and need some assistance, please email us and we'll reply within 24 hours or less. Due to the high volume of orders we receive and our limited staff, once your order is placed, it cannot be canceled or modified. You can email us for a request, but please understand we may not be able to fulfill your request
Returns or Exchanges
New and Unused Items
Any return inquiries must be made within 14 Days of your purchase for items that are NEW and UNUSED. This means that if the parts have been opened, modded or installed, we are unable to exchange or return these items.
Unfortunately, we have to enforce this policy due to a high level of "rental" or "swapping" of old parts.
To avoid non-delivery of products due to errors in entering in your address or leaving out a unit or apartment number, please double check your address before checking out. Sending us a follow up email to resolve this may or may not be fixed as the number one priority for our team is to sort and pack the orders in a timely manner so you can receive it as soon as possible.
If the package does not reach you due to this, you will be asked to pay for shipping again as the postage used the first time is no longer valid.
Received the wrong product
If you received the wrong product(s) from us, we will cover shipping and send you a return shipping label (in most cases if we require the item sent back). We will only send it back to the address it was originally shipped from, either domestic or international. We will not send it to a different address should you plan to move or had a friend hand deliver the package to you from another country.
Collectibles / Custom / Limited Edition Products
There are no returns, exchanges or refunds for these items listed above, so please keep that in mind before placing an order.
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 USPS Priority, Express Mail and FEDEX Express packages automatically come with $100.00 coverage for damaged products or lost packages.
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 (for used products). New products must be returned as such, unopened, unused. Any further noticeable physical damage or usage (wear) 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 an error on our part, 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.
NO RETURNS on the following product categories
There are no returns or exchanges on any stock arcade stick that has been opened (once you open this, it's considered used and we cannot resell it as new), 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 arcade sticks or systems. 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).
For addresses shipped to US Addresses: 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).
For International Orders: If an item is defective, we will replace it, but note that due to certain criteria where we're unable to test the product (if it's sealed, new, etc), you will be responsible for shipping the product back to us. We will cover shipping though to you for the replacement.
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.