1. What this policy covers.

This policy describes how orders are processed, how they are shipped, what the customer pays for shipping, how customs duties and import charges are handled, what delivery estimates mean, and what happens if a parcel is delayed, lost, or undeliverable. It applies to every order placed through this store regardless of destination. The customer should read this policy before completing checkout, because completing checkout confirms acceptance of the shipping terms described here.

2. Free shipping on every order, without exception.

The store charges no shipping fee on any order. There is no minimum order value required to qualify for free shipping, no handling fee added at checkout, and no surcharge based on destination, weight, or product category. The price shown on the product page and confirmed in the order summary is the product price. Shipping is included at no additional charge.

This promise is deliberately unconditional. Some stores advertise free shipping but exclude certain regions, apply a threshold, or add a handling fee at the final step. This store does not use any of those mechanisms. A one-item order and a multi-item order are both shipped free. A domestic order and an international order are both shipped free. If the checkout ever displays a shipping charge on an order that should qualify under this policy, that is a system error; the customer should contact support through the Contact page before completing payment, and the charge will be corrected.

3. Duties and import charges are covered by the store.

The store bears the cost of applicable customs duties, import taxes, and brokerage fees on orders shipped to destinations where such charges would otherwise be assessed against the recipient. The customer is not asked to pay additional duties, taxes, or customs fees at the door. The store does not ship on a duties-collect basis. In substance, every order is handled on a Delivered Duty Paid basis: the amount charged at checkout is the total landed cost to the customer, and the store is responsible for the duties and import charges that would otherwise be assessed at the border.

This matters in the current trade environment because the de minimis exemption that once allowed low-value shipments to enter the United States without duties has been suspended and, as of the current regulatory posture, indefinitely suspended for merchandise arriving through all modes of transport. Every import now incurs duty. A customer buying a console, a bundle, or a set of accessories from an unfamiliar independent store is right to ask whether a low checkout price will turn into a customs bill at the door. This policy answers that question before it is asked: the checkout price is the total price. The store accounts for duties and import charges as part of the landed cost of the order and does not pass them to the recipient.

If a carrier or customs authority nevertheless attempts to collect a fee from the recipient despite the store’s instructions, the customer should pay the fee only if refusal would cause the parcel to be abandoned or returned, and should then contact support through the Contact page with a receipt. The store will reimburse the documented charge. This reimbursement commitment exists because the store’s policy is that the customer does not bear duties. It is not a discretionary goodwill gesture; it is the operational consequence of the duties-covered promise.

4. Order processing and dispatch windows.

Most orders are packed and handed to the carrier within one to three business days after the order is accepted. Business days are Monday through Friday, excluding public holidays observed at the fulfillment location. Orders placed after the daily cut-off, on a weekend, or on a public holiday begin processing on the next business day.

The one-to-three-business-day figure is a dispatch target. It is not a delivery guarantee. Dispatch may take longer during peak periods—for example, when a high volume of orders is received following a console launch, a promotional event, or a holiday shopping window, or when a carrier’s pickup schedule is disrupted by weather or operational issues. If dispatch is delayed beyond three business days, the customer will be notified by email with a revised estimate and may cancel the order for a full refund if the delay is unacceptable.

The store does not split orders across multiple shipments unless a product is unavailable and the customer agrees to a partial shipment. If an order contains multiple items and one item is temporarily unavailable, the store may contact the customer to offer a substitution, a partial shipment, or cancellation of the unavailable item with a refund of that item’s price.

5. Estimated transit time after dispatch.

After dispatch, the estimated transit window is six to twelve calendar days for most destinations. This estimate is based on typical carrier performance and typical customs clearance times. It is not a guarantee of arrival on a specific date.

Transit time is counted in calendar days, not business days. The six-to-twelve-day window begins when the carrier receives the parcel, not when the order is placed. A customer should add processing time to the transit estimate when calculating an expected arrival window: an order processed in two business days and in transit for eight calendar days would generally be expected around the tenth day after the order was accepted.

Several factors can extend transit beyond the estimate. Customs inspection can add time without warning. Weather events can reroute or delay a parcel. Local delivery partners in the destination country may have their own holiday schedules. A parcel marked “in transit” that shows no new scans for several days is often awaiting a customs or routing update rather than being lost. The Customer Service Policy explains when to request an investigation and what information to provide.

6. Tracking information.

Tracking information is provided when the carrier makes it available. Not every carrier provides real-time tracking at every stage, and some international routes provide tracking only until the parcel leaves the origin country. If tracking is available, the customer receives a dispatch confirmation with the tracking number and a link when the carrier supports links.

Tracking statuses should be read as indicative, not definitive. “Label created” means the carrier has been notified but may not yet have the parcel. “In transit” means the parcel is moving within the carrier’s network. “Customs clearance” means the parcel is awaiting regulatory review and may remain in that status for several days. “Out for delivery” means the parcel is on a local delivery vehicle. “Delivered” means the carrier records the parcel as delivered to the address provided. If the carrier records “delivered” but the customer has not received the parcel, the customer should check with neighbors, building management, and any safe-drop location before contacting support.

7. Delivery address requirements and customer responsibility.

The customer is responsible for providing a complete and accurate delivery address at checkout. This includes a street number, street name, apartment or unit number where applicable, city, state or province, postal code, and country. An incomplete or incorrect address can cause a parcel to be returned, abandoned, or delivered to the wrong recipient.

If a parcel is returned to the store because the address was incomplete or incorrect, the store will contact the customer to arrange reshipment. Reshipment is free of charge if the error was the store’s; if the error was the customer’s, the store may reship at no additional shipping cost to the customer but may require confirmation of the corrected address before dispatch. If a parcel is abandoned by the carrier because the address could not be located and the customer does not respond to contact within a reasonable period, the order may be treated as undeliverable and the refund may be limited to the product price minus any irrecoverable carrier cost, as described in the Refund Policy.

The customer is also responsible for being available to receive the parcel or for providing delivery instructions the carrier can follow. A signature may be required for some destinations or order values—particularly for high-value console shipments. If a signature is required and no one is available, the carrier may leave a notice and attempt redelivery or hold the parcel at a local pickup point. The customer should follow the carrier’s instructions on the notice.

8. P.O. boxes, APO/FPO addresses, and restricted destinations.

The store ships to P.O. boxes where the carrier permits it. Some carriers do not provide full tracking for P.O. box deliveries, and some international destinations do not permit delivery to P.O. boxes. If a P.O. box address cannot be served, the store will contact the customer to request a street address.

The store ships to APO and FPO addresses where carrier regulations permit. Transit times to APO and FPO addresses may be longer than the standard six-to-twelve-day estimate because military mail streams involve additional handling. The store does not add a surcharge for APO or FPO delivery.

The store does not ship to destinations subject to trade sanctions, carrier embargoes, or legal restrictions that would make the sale or shipment unlawful. If an order is placed for a restricted destination, the order will be canceled and any payment collected will be refunded in full. The store may also decline to ship to a destination where reliable tracking and duties coverage cannot be arranged.

9. Lost, delayed, and damaged parcels.

A parcel is considered delayed if tracking shows no movement for seven consecutive calendar days beyond the upper end of the estimated transit window, or if tracking shows a status that has not changed for an extended period without explanation. A parcel is considered lost if the carrier confirms loss or if the parcel remains undelivered for an extended period after the estimated window and the carrier cannot locate it.

If a parcel is delayed, the customer should first check the tracking status and then contact support through the Contact page if the delay exceeds the estimate by more than a few days. The store will open a carrier inquiry. If the carrier confirms that the parcel is lost, the store will offer a replacement or a full refund, at the customer’s choice, subject to product availability. The store does not require the customer to wait indefinitely for a carrier investigation before offering a resolution when the carrier has confirmed loss.

If a parcel arrives damaged, the customer should retain the packaging and the damaged product, take photographs of the outer packaging and the product, and contact support through the Contact page within a reasonable time after delivery. The store may require the photographs and a description of the damage to process a claim with the carrier. A damaged parcel does not need to be returned unless the store specifically requests a return for inspection; in most cases, a replacement or refund is issued without a return.

10. Risk of loss and title.

Risk of loss passes to the customer upon delivery to the address provided at checkout, as recorded by the carrier. If the carrier records delivery and the customer did not receive the parcel, the customer should follow the steps in the Customer Service Policy for a missing-delivery investigation. The store will assist with the carrier inquiry, but the store cannot guarantee recovery of a parcel that the carrier records as delivered to the correct address. This is why accurate addresses and secure delivery locations matter.

Title to the products passes to the customer upon delivery, subject to the store’s right to cancel an order for non-payment, suspected fraud, or a shipping restriction. The store retains a security interest in the products until payment is received in full.

11. Shipping restrictions and product-specific rules.

Some products may be subject to shipping restrictions based on destination. Lithium-ion batteries in consoles and controllers are regulated for air transport, and certain destinations impose limits on standalone battery shipments. Aerosol products and certain cleaning kits may also be restricted. The store’s fulfillment process screens orders against known restrictions. If an order contains a product that cannot be shipped to the destination, the store will contact the customer to offer a substitution, removal of the restricted item with a refund, or cancellation of the entire order.

The store does not ship products that have been opened, used, or returned by another customer. Every order is fulfilled from new stock. If a product is out of stock after an order is accepted, the store will notify the customer and offer a refund for the unavailable item or a delayed shipment if the customer prefers to wait.

12. Changes to this Shipping Policy.

The store may update this policy to reflect changes in carrier arrangements, duties handling, or operational capabilities. The version of this policy in effect when an order is accepted governs that order. A customer who wants to confirm the terms that applied to a past order may contact support through the Contact page. This policy is informational and operative; it does not create rights beyond those described in the Terms of Purchase, except where mandatory consumer law provides additional protection.