FAQ

Frequently Asked Questions

How does your mail-in installation service work?

• Ensure your console is fully operational and compatible with the selected service. Check the "Compatibility" section on the service page for your console.
• Add the service to your cart, complete checkout, and choose your preferred return shipping carrier (UPS, USPS, or FedEx).
• After checkout, you'll receive detailed shipping instructions via email. Securely package your console and consider insurance as we’re not liable for damage or loss during transit to or from our shop.
• Only send the console and required parts. Do not include power/AV cables, controllers, or games unless specified.
• We now process mail-in packages exclusively on Fridays. New orders will be inventoried over the weekend, and package receipt confirmation emails will be sent by Monday at the latest. This allows us to stay focused on work orders during the week.
• Once received, your console will be inspected. If issues affecting service are found, we’ll contact you with details and a quote for any necessary repairs. Work will only proceed with your approval.
• Your console will then be added to our service queue and processed in order of arrival. Updates will be sent via email throughout the process.
• Completed orders are mailed out on Fridays. After service is complete, we’ll provide return shipping options. Once you confirm and pay the shipping invoice, we’ll ship your console and provide tracking information.

How is return shipping handled?

When you set up your order, you’ll choose your preferred return shipping carrier (UPS, USPS, or FedEx). Once your console is finished and ready to ship back, we’ll contact you with shipping quotes for the requested carrier and provide the option to add insurance. Insurance typically starts at $3 for $100 coverage and increases by $1 per additional $100 of coverage. After agreeing on shipping and fees, we’ll send a separate invoice to cover these costs. Please note that all shipping to and from our shop is paid by the customer.

What types of installation services do you offer?

We offer a variety of services for retro gaming consoles including upgrade kit installations and quality refurbishing services. Visit our Services page for details. If a specific service isn’t listed, contact us and we’re happy to discuss custom requests.

How do I know if my console is compatible?

Each service page includes a "Compatibility" section in the drop down menus for each of the service and add-on service listing supported models. If you’re unsure, contact us for guidance. If an incompatible console is sent, you’ll need to provide a compatible model or arrange an alternative. Additional shipping costs may apply.

Can I send multiple consoles in one order?

Yes, you can send multiple consoles. Return shipping costs will be calculated based on your selected carrier and insurance and returned in the box you provided. 

Do you provide the parts for installation services?

For most upgrade kit installation services, no. For recaps and our Full Service, yes. For add-on services, it depends; this will be clearly listed in the dropdown sections for each service.

Do you offer repairs or take on botched jobs?

We do not offer general repair services or take on installation "botch" jobs unless explicitly approved via email. For these cases, we’ll request detailed information about the issue, and for botched installations, we may ask for photos and a description of the problems encountered. While we are happy to assist, we cannot guarantee successful repairs or fixes for botched installations.

If we successfully repair your console or fix the botched installation and it passes our burn-in testing, the appropriate warranty will apply:

• If the console undergoes repairs and the Full Service is purchased, the 1-year Full Service warranty will cover the entire console.
• If only the botched installation is repaired, the installation will be covered under our 1-year workmanship warranty.

A $60 repair attempt fee plus return shipping applies if the console or botched installation cannot be repaired. This fee compensates for the time spent on the unit, regardless of the outcome. All fees and terms will be disclosed via email before you send us your console.

Do you offer a warranty or guarantee?

We provide a 1-year warranty on workmanship for standard services. "Full Service" includes a 1-year warranty for the entire console. Our warranty does not cover customer-provided parts or kits.

What is your refund or return policy?

All sales are final. Refunds are not offered for mail-in services due to the labor-intensive nature of the work. For Shop items, returns are not accepted. If you have concerns about a service or product, contact us immediately, and we’ll work to resolve the issue.

What happens if my console is damaged during shipping?

We are not responsible for damage during shipping to our and from our facility. Please package your console securely and consider insurance. For return shipping, we take extra care to package your console and offer the option for you to add insurance on your return shipping invoice, which will be sent when your console is ready to be shipped back.

What are your turnaround times?

Turnaround times are estimates and listed in the "Services" section banner of our website. Completion times may vary based on order volume, complexity, or unforeseen challenges.

Do you offer expedited services?

Yes, expedited services are available for an additional fee and can be selected during checkout. Availability depends on our current workload.

What payment methods do you accept?

We accept all major credit and debit cards through Shopify's secure checkout. Shop Pay Installments are available for eligible orders. PayPal is not accepted.

How can I contact you?

You can reach us through the Contact page on our website. We’re happy to assist with any questions or concerns.

I have not received notification about my order being received. What should I do?

We process all mail-in packages on Fridays. New orders are inventoried over the weekend, and package receipt confirmation emails are sent by Monday at the latest. If you haven’t received an email by Monday evening, please reach out to us through our Contact page to verify the status of your order.