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Frequently Asked Questions

How can I order?

Once you have decided on the products you want to purchase, just click on the "Add to Cart" button. "Secure Checkout" and fill in your details to finalize your purchase.

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network (Stripe or Paypal), where your card and transaction are authorized and approved. Your credit card information is never stored on our servers.

What payment methods do you accept?

We accept all Major Credit Cards: Visa, Mastercard, Discover, Amex, JCB, Apple Pay, Google Pay, Paypal.

How long will it take to receive a tracking number?

It will usually take one business day.

Why Was My Order Canceled?

If your order was unexpectedly canceled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with Paypal or another credit card.

How do I change my order?

Though we highly encourage you to double check variants and addresses prior to placing an order with us, we fully understand that things come up and mistakes can be made.

We send items for processing on the very same day that they are made. If a change needs to be made to your order, please email us at help@retrogameintensity.com and we will accommodate.

Due to the automated nature of our fulfilment system, orders can only be canceled within 4 hours from the time of purchase. After they have been processed, they may not be cancelled.

I placed an order but I didn’t receive a confirmation email?

Please make sure your email is correct when you place an order. Kindly check your SPAM or JUNK folder to see if your confirmation email was sent there.

If you have not received anything from us at all, you may have entered your email address incorrectly. Please send us an email at help@retrogameintensity.com with your order number and we will look into this for you. 

How long will it take to receive my order?

We aim to ship out your order as quickly as possible. We ship packages out Monday through Friday. Items can be shipped in different packages.

You will then receive notification of both the processing and shipment. In many instances, we are shipping from our warehouses in either the USA, the UK, Australia or Asia.

3-8 business days DHL Shipping (Tracked and Insured).

5-15 business days Free Express Shipping (Tracked and Insured).

Please make sure to provide the correct shipping address. Retro Game Intensity CANNOT be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

In some cases, international shipments will require import/customs taxes to be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES. Retro Game Intensity will not be held responsible for customs taxes.

How do I return an item?

If you are not 100% satisfied with your purchase for any reason, just send us an email at help@retrogameintensity.com and one of our customer service representatives will be happy to assist you with your returns.

You have 365 DAYS TO RETURN* an item to us in its original condition.

*Returned items must be unused, in the state you received them, and in the original packaging.

What if the item(s) I received is defective/incorrect/damaged?

We require a video unboxing before opening the package.

"No unboxing video, no complaints accepted"

The unboxing video should start before opening the package when it arrived.

Please contact us within 7 days of receiving your order if you received merchandise that is incorrect, missing, and/or defective so we can send a replacement ASAP. Please include your order number, unboxing video, photographs of the item(s), and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-7 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

What is a lifetime warranty?

lifetime warranty is usually a warranty against defects in materials and workmanship that has no time limit to make a claim, rather than a warranty that the product will perform for the lifetime of the buyer.

I haven’t received all my items, why?

We process orders to ensure our customers receive their products as early as possible.

For logistical reasons (for example, if you buy items that are located in different warehouses), items will sometimes be sent in separate packages. Please keep this in mind when receiving deliveries.

If you have a multi-product order with us, often times some will arrive earlier than others - this is completely normal and is a result of our efficient supply chain process. If you have any other questions, please contact us.

Where is your company located?

Our office is located in Danti Court, Hayward, California, USA.

Where are your warehouses located?

Our primary warehouse is in the United States. We also have warehouses located in the United Kingdom, Australia and Asia.

Is it possible for me to order in bulk/wholesale?

Yes, contact us for details: help@retrogameintensity.com / +1 (833) 534-1316.

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