GO15

Order Processing Time
It is the time elapsed between when the customer places the order and when the seller hands the order over to the delivery service.
 Generally, orders are shipped within 1-2 working/natural days of order confirmation/payment. Orders made on the weekends might experience delay.
 Our warehouse only operates on Monday – Friday during standard business hours, except on holidays. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Shipping Cost &Time

Country	Estimated Time	Shipping Cost	Courier
USA	3-5 working days	The Shipping cost calculated at checkout	FedEx
Canada	5-7 working days	The Shipping cost calculated at checkout	Canada Shipping

Total Delivery Time = Processing Time + Shipping Time (depending on your location)

Shipping Location

We offer delivery in the U.S. (excluding Alaska, Hawaii, Colorado, Puerto Rico, and Guam.) and Canada.
O. Box or APO/FPO/DPO and International delivery are not available now.
Tracking

You will receive an email when your order has been shipped. A tracking number will be provided (the tracking number will be active within 24 hours). Please note: This may take longer during events or holidays.
Tracking information may take 48 to 72 hours to update.
If you cannot track your package normally, please contact us and we will resolve this issue within 48 hours.
Delivery Time Exceeded

If your order is delayed, please contact us via email support@neogeocade.com, we will check the situation with the transportation company in time. Thanks for your understanding and support.
Order Cancellations

We can cancel the order for you if you contact us in time after your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
Orders can't be canceled once the parcel is shipped out.
About Customs

In seldom cases, orders may be charged the customs fees by your government, not our site, you will be responsible for the charges. We apologize for any inconvenience, but we have no control over the customs authorities in your country or any other. Contact your local customs office for more information about customs, duties, or tariff.
About Sales Tax
We do not charge any sales tax on orders.

If you have any questions about the Shipping Policy, please contact us:


Email: support@neogeocade.com
Working Hours: Mon-Fri 9 am to 6 pm PST.

This is the service policy and warranty statement for the retro consoles sold on NEOGEOCADE.COM. Therefore, we guarantee to the original purchaser that the product purchased will be free of defects related to manufacturing, parts, materials, and workmanship under normal and accepted use. We will offer a one-year post-sale guarantee.

Warranty Eligibility Statement

To be considered eligible for repair or replacement under warranty, please include the following information with the repair item(s):

Buyer’s name Original date of purchase Order number Model number of the product purchased Copy of purchase receipt

Please contact support@neogeocade.com after obtaining the above information.

Failure to provide the above required information will result in a denial of warranty repair.

Warranty Does Not Cover

Counterfeit products purchased from any other place/platform, damage, or inoperable problems caused by inadequate repair work performed by the end-user or any non-authorized repair center. Inoperable problems due to lack of reasonable maintenance and care as determined by the seller.

Accessories or consumable items, including but not limited to:

Joysticks Buttons Cases

Damage: This warranty does not cover any physical and/or electrical damage resulting from but not limited to:

Accidents Misuse Abuse Malicious destruction Acts of nature The temporary or permanent affixing of any items supplied or not supplied by the manufacturer with any adhesive, fastener, or the like. Use of a power supply or any other sources of power not specifically recommended by the manufacturer. Inadequate repair work performed by the end-user or any non-authorized repair center.

Shipping to Seller

The customer shall be responsible for all shipping/handling charges related to returning the product to the seller (DOA excepted, for more info please read our return policy). Products must be shipped in their original packaging or otherwise suitably protected to avoid damage during shipping. The seller will not be responsible for any damage incurred during shipment.

Shipping from Seller

All packages will ship as agreed upon by the customer and shipping agent, and all related charges will be the sole responsibility of the customer.

Warranty Repairs

In the event that a repair action is performed, the seller will be responsible for all costs associated with the repair, including parts and labor costs.

Expected Turnaround Time

The expected turnaround time is subject to parts and product availability and therefore cannot be guaranteed. For information regarding current turnaround times for warranty repairs and replacements, please contact support service on the seller’s website.

Determining Authority

The seller's service department will be the final determining authority for all potential warranty claims of service.

If you are unsatisfied with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email support@neogeocade.com at first.

Return & Exchange Conditions
 Items returned without authorization will not be accepted.
 Items must be returned within 30 days after you receive them.
 All items must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
 When returning or exchanging items, customers must use a shipping method providing tracking information.

Non-returnable items
 On sale items or gift cards are non-refundable.
 Damage/Lost caused by customers is non-refundable.

General Return Process
 Initiate a return: Please email us at support@neogeocade.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
 Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
 Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

Return Charge
 If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you include the return freight.
 If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the return freight.
 No restocking fee to be charged to the consumers for the return of a product.

Refunds
 Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
 If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@neogeocade.com.
Please Note: we do not refund our original shipping cost.
Order Cancellations
 We can cancel the order for you if you contact us in time after your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
 Orders can't be canceled once the parcel is shipped out.

Should you have any questions about the Return & Refund Policy, please contact us:
Company : NEOCADE
Email: support@neogeocade.com
Address: 1302 Room Main Building Xinxing Square No.5002 ,Shennan East Road Hongcun Community Guiyvan Street Luohu District Shenzhen (Note: This address is not the return address)
Working Hours: Mon-Fri 9 am to 6 pm PST.