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    Shipping & FAQ

    Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at info@homearcadefans.com

    Our Shipping Times

    Our Express Shipping usually goes through DHL/ EMS/or Fedex and arrives in 4 - 8 business days to your door. We usually ship within 2 - 3 business days of ordering as we assemble each unit to individual specs, including any customization or upgrades.

    Our Standard shipment (ie. T-shirts & accessories) normally takes 10- 15 days to deliver to the USA & Canada and 12- 18 days Globally.

    Where are our products from?

    Our custom created products (T-Shirts, Mugs, Caps) are shipped from our warehouse in US and in Canada. while our consoles and electronic products are built and shipped from our global office. To keep a diverse group of products you will love, we go far and wide to look for talented designers to provide the best quality products so depending on what product you order, and where that designer/distributor is located, will determine where your product ships out from.

    Can I get a refund if I don't like the product?

    Please refer to our Returns Policy.

     

    Are all the games on the console age appropriate?
    With more than 6k+ games in the gaming system, some games are ratedÂ ï»żMature 17+ï»ż (may contain intense violence, blood and gore, sexual content and/or strong language. Viewer discretion is advised).

    Are you trusted and secured? How do I know if my private information is safe with you?

    Absolutely! We are verified and trusted. We accept credit cards, PayPal, Apple Pay, etc. Also, we have a Guaranteed safe check out.

    When shopping with us all your information is secure. We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will only be used one-time-only upon purchasing of your product. Then your credit card information will be purged. In fact, to ensure your security, our dashboard only displays the last 4 digits of your credit card information so you are perfectly safe.

    How do I track my package?

    We always provide our customers with accurate tracking information. As soon as the order has been processed (usually takes an average of 2 days), you will receive an email from us with the tracking details.

    What happens if my package is stolen or if I entered an incorrect address?

    Stolen packages are very costly to us all. We unfortunately cannot be responsible for stolen packages. If the shipper marks the item as delivered we consider the purchase complete; however, you may follow a claims process with the courier and we will work with you to get you your product. 

    Alternatively, you may make arrangements with the shipper to pickup your item at a secure pickup point. Please use your tracking link to manage your shipment. We are not responsible for lost packages if the customer entered an incorrect shipment address during checkout. If you entered an incorrect address, please contact us right away to make the adjustment. In most cases if you just placed your order, we are still able to change the shipping label for you.

    I did not get a tracking number, what do i do?

    Once your order has been processed, we will email you the tracking details (typically within 2 - 3 days after the purchase). If you did not get an email from us, simply send us an email (info@homearcadefans.com) and we will gladly provide you with one.

    What are the perks of Priority Insured Shipping for Regular Items?

    For customers who chose to buy with Priority Insured Shipping, your order will be insured 100%. We will ship your product promptly and we will make sure that it arrives to your door step. This means that in the event that your product has been misplaced, we will be liable and make sure that you get a new one for free.

    When will I receive my Order?

    Orders are shipped out directly from our warehouse. Express shipping generally takes 4 - 10 days. For Regular items, please allow an estimated 2 - 3 weeks for your orders to arrive to the USA (varies from product to product). Other countries can take an estimated 2 - 4 weeks.

    Will I be charged for Customs & Taxes?
    • The prices displayed on our site does not include taxes in USD, which means you may be liable to pay for duties and taxes once you receive your order. (For instance, duties for the Retro Arcade System to the US and Canada is around $22 USD payable on delivery, it may be higher for other countries)
    • Yes, duty import taxes and brokerage fees vary by country and is the law of each country and not avoidable. This fee does not go to us, but rather to your own government customs department and the shipper (if there is brokerage fee). We do not charge local sales tax to off set this fee, as well we keep the item value low to limit how much is charged for the import fee.
    • Import taxes, duties and related customs fees (VAT) may be charged once your order arrives to its final destination, which are determined by your local customs office.
    • Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

    What Currency will I be charged in during checkout?

    We process your order according to the currency you used to checkout. You can select your currency at the upper right hand corner where you will see a currency converter.

    Do you provide warranty for your arcade systems?

    Yes! Our warranty covers for any manufacturer's defects of up to 1 year replacement parts, as all our products are designed to be easily repaired or upgraded. Alternatively you can purchase the extended warranty to extend the warranty to 10 years.

    What parts does your warranty and extended warranty covers for the arcade system?

    Our warranty covers all console components inside the console box. Such as motherboards, buttons, joysticks, speakers etc. The extended warranty extends the standard warranty to 10 years.

    The warranty does not cover normal wear and tear of all console components due to excessive use, short circuiting of the console's motherboard (please use a surge protector), HDMI Cables, VGA Cables or wall ac adapters / power cables or battery packs, which can be easily sourced separately.

    Warranty does not cover damage due to non-typical game play (ie. button smashing) or damage to cable ports from impact of cables or pulling of cables at an angle while inserted. Be sure to unplug all cables prior to storage to avoid damage to the ports. Warranty does not cover software or memory card damage by adding third party software. Accidental damage is also not covered by the warranty (water spills).

    Extended warranty acts just as the standard warranty but with extended terms.

    What happens if I have any issues with the arcade system?

    As per the warranty, we ship replacement parts, free of cost within the first year. Order number and proof of purchase is required, we ship only to the original purchase billing address. This does not apply to the free games, they may not all be perfect, as is the nature of games.

    Do you accept returns?

    Sorry we do not accept returns or offer a “try” then return service. All sales are final as is the standard policy for electronics of this nature. Most companies (eg: BestBuy) will no longer accept returns for Laptops or tablets once opened, as an example. Shipping on these larger items is also very costly. Even though we offer “Free” shipping it is not free to us. We are charged up to $125 USD for air express shipping one way, making returns very costly and not feasible.

    Are the games all perfect and play without issue?

    The nature of the game files comes down to the quality of game file itself, even on the best boards available. We do try and delete any poorly playing game files however some may have slight audio issues. This would be due to not being able to source a better game files for some games that are often requested on the unit. We do not accept returns based on poor game quality.

    Is there any worry about the COVID-19 virus with packaging and shipment of my order?

    No, there have never been any cases of the corona (or any other) virus being transmitted from a package. as per the CDC memo found here: Currently there is no evidence to support transmission of COVID-19 associated with imported goods and there have not been any cases of COVID-19 in the United States associated with imported goods.

    Ou factory is within a WHO clean zone with no risk to our staff or the public. Our factory has been cleared for operation by WHO and all shipping partners, we have had no reported cases among our team.

    Can I refuse delivery of my order if I change my mind after ordering?

    Any orders that are unable to be delivered due to refusal of accepting the order, forgetting to pay for duty, refusing to pay for duties, will be charged a $100 restocking fee to cover all shipping and handling charges. Once an order has been fulfilled and placed with the courier there are no refunds and the sale is considered complete. We will happily cancel and refund any orders that have not yet been shipped from our factory. (Excludes Custom Design orders which are nonrefundable)

    Who do I contact if I have any Questions?

    All inquiries can be forwarded to info@homearcadefans.com

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