Free shipping is available for online orders with a subtotal of $100 or more before taxes to any shipping address in the United States. Orders containing any pre-order or select oversized products do not qualify.

If your cart qualifies for free shipping, then you will see a selection at Checkout. If you do not see this available, then confirm the reasons with the question below "I should qualify for free shipping. Why isn't it being offered?".

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If you are not being offered free shipping, then it's likely due to one of the following reasons:

• Order subtotal is less than $100 before taxes
• Shipping address is outside of the United States
• Cart contains a pre-order
• Cart contains an oversized product

If you 've confirmed that none of these are the case, then check out our troubleshooting on the Report a Bug page. If nothing helps then use the contact form found there to help us investigate further.

An oversized item is any product we offer on our website that is packaged by the manufacturer with abnormally large dimensions/measurements or is heavy (normally 10 pounds or more). Any oversized item can be identified with the tag "Oversized Product (Ineligible for Free Shipping)" on the product's page or by seeing if it is listed on the page found here. Most "oversized" items tend to be (but are not limited to):

• select gaming steering wheels
• select gaming flight sticks
• select arcade sticks
• heavy-duty next-gen console carrying cases
• select jumbo-sized plush
• larger-scale (such as 1/6 scale or bigger) premium resin/polystone statues
• select large model kits (such as Premium Grade Gundams)
• select large collectibles and figures (such as Bandai Proplica swords)

We don't offer free shipping on pre-orders for multiple reasons:

1. We can't always confirm the packaging size/dimensions and weight before the product is released. Since we don't offer free shipping on "oversized" products, we can't confirm ahead of time if some pre-orders would be too big to qualify.
2. Shipping conditions and prices with postal carriers are subject to change by the time the pre-order releases (which can be a year or more in the future). It's essential that we can afford to offer this promotion, but we have to be able to confidently predict shipping costs in order to do so.
3. Our shop doesn't allow a single purchase to combine different pre-orders or pre-orders with in-stock products due to different release dates and availability (or the possibility of two or more different pre-ordered products releasing at different times despite their posted release date). For example, this makes it impossible to submit two separate $60 pre-orders in a single order for a combined total of $120. Thus, the shop's design unintentionally prevents similar scenarios for sub-$100 pre-order product to be combined in a purchase in order to meet the subtotal minimum.

The free shipping promotion does not have an end date, however we reserve the right to sever this promotion without notice at any time for any reason.

Free shipping will be honored for any submitted orders that qualified before the promotion is discontinued.

The terms regarding this promotion are also subject to change without notice at any time for any reason. Any official changes to these terms will be reflected on this website's banners, advertisements, and this FAQ page.

We primarily use USPS, but some cases we may use UPS or even FedEx.

We only quote the cheapest available shipping option for all orders.

By default our shipping quotes offer the lowest priced shipping method available for the order's size/weight with USPS, however USPS is known to not be affordable for oversized items. If the order is physically large or you just feel the pricing is off, then you're welcome to contact us at sales@videogameheaven.com and we can see if we can get a better quote through UPS or FedEx. If you've submitted the order already, then we will go ahead and refund the difference in price for the shipping (if we find a lower price upon your request).

You are welcome to request expedited shipping or the use of a different shipping carrier, however this may dramatically change what you were quoted. Once we determine the cost, we will send you a payment request for the difference. We will not be able to process the shipment until we receive payment which may delay our ability to send your package to you.

To submit a request you can reply to the order confirmation email you receive or submit an email to sales@videogameheaven.com providing your full delivery address and a list of the products you need shipped.

If you selected shipping by mistake, then simply reply to your order confirmation email and explain the situation as well as the store location you'd like it picked up at. We'll refund the shipping costs (if any) to your original method of payment and get it out to the store location you requested.

Besides the United States (US), we also offer shipping to:

• Canada
• United States (US) Minor Outlying Islands
• Virgin Islands (US).

We do not accept special requests to ship items outside of the countries listed above.

International shipping can be costly at times. We have no control over these prices. We do not charge any additional fees beyond what the carrier is requesting. With ongoing supply chain issues and ever-increasing shipping demands over the past few years, these costs may remain higher than expected.

You should receive an email from sales@videogameheaven.com once we finish processing your order. You will find your tracking number in the email. If this email does not contain the tracking number, then we may have sent a separate email at the same time with the details.

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If you just submitted the order, then we likely have not finished processing it. You won't have access to any tracking until we do so. If you submitted the order on a Friday afternoon (EST) or a weekend, then we will not be able to process it until the following Monday.

If it's been more than 2 business days (Monday thru Friday), then please check the troubleshooting topic "Missing order/tracking email confirmations" found here.

Check the question above "How do I track my package?" for screenshots showing you where the tracking info should be in the notification email. If you do not see these details, then we may have sent you a separate email around the same time including your tracking number. If for some reason neither is the case, then please reply to the notification email. If we've already shipped your package then we'll definitely have this info on-hand for you.

Once we are done processing your order, you will immediately receive tracking details with the carrier. At that exact moment the carrier has not yet picked up your package from us. Our carriers normally do not pick up packages from us past 4 PM EST or on the weekends. If we've finished processing your order during any of these times, then it will most likely be picked up the following business day (Monday-Friday). If you feel your scenario does not apply to this, then please reach out to us by replying to your order confirmation.

Delivery times are based on once the carrier has picked up your package from us. These times may vary based on the shipping your package was eligible for. The shipping method used for your package will normally be noted on the checkout page with a with a estimated days range.

• USPS Priority Mail: 3 to 5 business days
• USPS First Class: 3 to 5 business days
• USPS Media Mail: 2 to 10 business days
• USPS Priority Mail International: 6 to 10 business days
• USPS First Class Package International: 7 to 21 business days
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We do not require the carrier to request signatures for delivery, however if you would like us to require a signature then you're welcome to reply to your order confirmation email. There will be a small upcharge to add this service.

Note: In very rare instances we may require signatures for highly valuable packages ($1000+). If such is the case, then we will notify you directly.

Due to ever-increasing demands on shipping carriers and strains on carrier networks, you may experience a delay with expected delivery times. There are also other reasons why you may experience a delay such as:

• Weather: Postal delivery disruptions could be due to severe winter storms, floods, natural disasters or power outages. Customers can check weather-related delays on the Service Alerts page on the Postal Service's website. 
• Holidays: The holiday season is the busiest time for the Postal Service, and the spike in parcel volume can cause delays if the agency isn't able to deal with the amount of rush purchases through retailers. One way to avoid this is to prepare early and avoid last-minute gift buying and shipping. 
• Wrong address: Sometimes the delivery address is incorrect, or there's a problem with the address such as a missing apartment number or an unreadable street name. 
• Notification slip: If the Postal Service wasn't able to deliver your mail because no one was there to receive it (in the rare case a signature is required) or there wasn't a safe place to leave it, you might get a notice telling you that your package is waiting at the nearest post office.

If the package arrives visibly damaged at the time of delivery, then you may notify the delivery person that you are refusing the package due to damage. 

If the package has already been delivered, then do not open the box!

If you have not opened the delivery box, then you may normally return it under the reasons "Refused" with most carriers within 5 business days. Please refer the to following steps necessary based on the carrier used for delivery:

• USPS: mark on the box/packaging "REFUSED" and return it to your nearest USPS post office or USPS postal carrier. 
• UPS:  Call 1-800-PICK-UPS to let an agent know that you are refusing delivery of the package and wish to return it to the sender. Schedule a time for pickup. You also can drop off the package at a UPS location.
• FedEx: Call customer service at 1-800-GO-FEDEX and provide the customer service representative your tracking number. A representative will either help schedule a pickup or direct you to a FedEx dropoff location to complete the return.

Be sure to also notify us by replying to any of your order emails acknowledging that you refused delivery to due damage upon arrival. This will prepare our team with arranging a replacement for you.

If you've already opened the package, then please obtain thorough images of all exterior packaging, the item's packaging (if applicable), and any damage observed of the item itself. Gather the images and attach them to the return request form found here. Our team will be in contact and advise you of any further steps.

All orders are packed in brown cardboard boxes and should have a colorful pink-blue gradient tape printed with our Video Game Heaven and Cool Stuff logos.

Normally this takes us a few business days since we oftentimes need to transport your items to that store first. Under normal circumstances we will have your in-store pickup order ready by late Monday or late Friday.

Orders placed between Friday afternoon and Monday morning we be available on Monday.

Order placed between Monday afternoon and Friday morning will be available on Friday.

Absolutely. Once your order is ready for pickup, you'll receive a confirmation email titled [Video Game Heaven]: Your order is ready for pickup! Simply send a copy of this email to the individual you want to pick up your order. They'll need to present this email to the store when they arrive in order for it to be released to them.

Once they pick up the item, you'll receive an email confirming the order was picked up with the individual's name who retrieved your order on your behalf.

You have exactly 30 days once you've been notified by email that the order is ready for pickup. You'll receive multiple emails and calls reminding you to retrieve your order. If you do not pick it up by the 30-day deadline, then the order will be canceled and your original method of payment will be refunded.

If you selected in-store pickup by mistake, then simply reply to your order confirmation email and explain the situation as well as the address you'd like it shipped to.

If your order has already been dropped off at a store location for pickup, then we'll need several days to retrieve it for you. Once retrieved, we will send you a shipping quote (if applicable) and work with retrieving payment from you for the shipping costs before sending it out.

In some rare cases we are unable to offer you a shipping quote for a pre-order item. This is most common with large collectibles or statues where the manufacturer has provided little to no details about the size and weight of the product. When this happens, you will receive this message at the cart and checkout pages:

A shipping quote is unavailable for this pre-order. Shipping will be quoted and billed alongside any remaining amount due once the product is available.

As the message indicates, we will send you a quote in an email for the shipping of the pre-order once the product arrives at our warehouse. You will be given a link to arrange payment along with any remaining amounts due.

New Release Video Games: All pre-ordered new release video games are shipped out upon their noted release dates via USPS Media Mail. It may take 2 to 8 business days for the game to arrive after its release. Please note that due to strict regulations from Nintendo, Sony, and Microsoft we cannot distribute new titles before these dates. Sometimes the developer moves these release dates. We will notify you via email if this happens.

Collectibles: Pre-ordered collectibles such as figures, statues, and other memorabilia almost never have definitive release dates. We normally indicate their release around a quarter (Q1, Q2, Q3, & Q4) of a specified year, however these dates are normally when the manufacturer releases them. After their release they still have to be exported from overseas and sent to the US through customs. Once they arrive in the US, they are processed and sent to us via a distributor. This process can sometimes extend the release by a few months. In some cases the item may be released by later than originally communicated by the manufacturer. These changes are not always communicated to us, however we will notify customers of such changes if we are aware. At the moment this is not an uncommon occurrence due continued global supply chain issues.

If you have any concerns about the arrival of your pre-order, then please submit your inquiry by replying to your order notification email when you originally placed your pre-order.

Note: Pre-orders with any unpaid amounts due upon arrival will not be shipped until paid in full. You will receive an email to submit payment once it arrives in our warehouse or can opt pay from your account's order history. If you have not been notified of your pre-order's arrival for more than 180 days past the release date (or 180 days past the last day of the release quarter), then you may opt to cancel your pre-order at no penalty here.

Please review the question above "When can I expect my pre-order to arrive?" for more details.