Have a question about RetroPixl, our retro gaming consoles, or Japan-exclusive gear? You’re in the right place. This FAQ covers everything from our products and services to shipping, returns, and grading standards. If you don’t find what you need, fill out the form and we’ll get back to you, faster than a speedrun!
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Where do you ship from?
Most orders ship from Japan or New York. We ship worldwide.
👉 Full Shipping & Returns Policy
How long will delivery take?
Processing takes up to 7 business days (usually sooner). Delivery is 5–20 business days, depending on location. You’ll get a tracking link as soon as your order ships.
👉 Full Shipping & Returns Policy
What’s your return policy?
Returns are accepted within 7 days of delivery for unused, unopened items in their original packaging. Wearables, B-Ranked items, and sale items are non-returnable. Return shipping is at the buyer’s expense.
👉 Full Shipping & Returns Policy
Will I need to pay taxes or customs fees?
In rare cases, your country may charge import duties or customs fees — these are the buyer’s responsibility. So far, our customers have not reported issues, but it’s always best to check your local regulations.
👉 Full Shipping & Returns Policy
Orders
Below are some of are common questions about orders
Can I track my order?
Yes — you’ll get a tracking number by email as soon as your order ships.
👉 Full Shipping & Returns Policy
Can I change or cancel my order?
Yes, but only before it ships. Once shipped, changes or cancellations aren’t possible. Contact us ASAP for assistance.
My order hasn’t arrived, what should I do?
Check your tracking link first. If it’s been over 25 business days since shipping, contact us so we can investigate.
Where exactly do you ship internationally?
Absolutely! We ship worldwide. Shipping times and fees vary by region, and you’ll see the available options at checkout.
- North America: United States, Canada, Mexico
- Europe: United Kingdom, Germany, France, Italy, Spain, Netherlands, Belgium, Switzerland, Sweden, Norway, Denmark, Austria, Ireland, Finland, Poland
- Asia-Pacific: Japan, South Korea, China (mainland), Hong Kong, Taiwan, Singapore, Malaysia, Thailand, Australia, New Zealand
- Middle East: United Arab Emirates, Qatar, Saudi Arabia, Israel, Turkey
- South America: Brazil, Argentina, Chile
- Africa: South Africa
If your country isn’t listed at checkout, please contact us and we’ll try to arrange shipping.
Products
Below are some common questions about our products
Are your products authentic?
Absolutely — we only sell authentic retro gaming consoles, games, and accessories. No fakes, no reproductions.
👉 Our Grading Guide
How do you grade products?
We only sell products that are either new, in mint condition or with very, very light signs of use, but always fully complete (box, accessories, leaflets.. anything that came with the product when it was new.)
We use a 3-rank system inspired by Japanese gaming standards:
- "S" rank: Brand new, factory-sealed
- "A" rank: Mint condition, near new, very minor signs of handling
- "B" rank: CIB (complete-in-box), great condition
👉 Our Grading Guide
Can I request a specific item?
Yes! Since 2023, we offer the Find It For Me service that tracks down rare or hard-to-find items for you.
👉 Find It For Me Service