My order never arrived/My item arrived damaged
Claims for undelivered items shipped via USPS can be made 15 days after the item has been marked received by USPS and no later than 60 days after shipping. After 60 days, tracking information is no longer available and insurance claims can no longer be made.
For International shipments, claims can be made when the item is outside the expected delivery windows listed at Shipping. Generally, you should wait until there is no movement in the tracking information for at least a week. Claims for lost packages must be made within 90 days of shipment.
Claims for damaged items can be made within 14 days of delivery.
If an item is marked undeliverable by the carrier (for any reason) and the delivery address on the shipping label was exactly as entered in the order, the item can be reshipped for the cost of shipping or the item can be refunded (less shipping and transaction fees as per our standard refund policy) once the item is returned to us by the carrier.
We are not responsible for undeliverable items.
How can I return or exchange a product?
Defective items can be returned free of charge by the original purchaser within 180 days of receipt with a valid RMA. Items which are not defective are subject to the greater of a 20% restocking fee or return shipping fees plus credit card processing fees. Items which are resold, do not qualify for RMA.
This policy covers items purchased through this website. Items purchased from the former ACustomArcade Etsy shop had a 30-day return policy and all support requests need to go through Etsy.
Can I cancel my order?
Items marked in-stock at the time of ordering can be canceled before the item has shipped. Credit card processing fees associated with the order cannot be refunded. The fees are generally 3-5% of the order total. International credit cards (non-US) have higher transaction fees.
Items which are backordered are generally custom items or need to be special ordered. Orders can be canceled before the cutoff date noted in the product description (minus credit card processing fees). If an order needs to be canceled after the cutoff date, a 20% cancellation fee will apply.
Can I get a refund?
Due to the nature of ACustomArcade products, we do not offer full refunds for non-defective items. Items can be returned within 15 days of the receipt of the item and will include a 20% restocking fee.
What if I made a mistake on my order?
Mistakes happen! Unfortunately, banks don’t care and charge us for your mistakes. We’re happy to adjust an order due to your mistake, but we have to charge you for any associated transaction fees when issuing refunds. We’ll let you know of any fees we’ll deduct from your refund, but it’s typically around 3-5%. International credit cards (non-US) have higher transaction fees.
Why did I not get a full refund?
We do not refund shipping fees (for shipped orders) or payment transaction fees associated with your order.
When a payment is processed, we incur costs from the payment networks (VISA and Mastercard) and from the payment partners we work with. Because these networks establish the rules and guidelines for refunded payments, very often they will keep the upfront cost of a refunded transaction. Therefore, these costs are not refunded to us when the charge is refunded.
Payment transaction fees are generally 3-5% of your order.
Why do you charge a restocking fee?
It may seem unfair to charge a restocking fee to return an item. But we don’t get refunds on our shipping charges, shipping materials, payment processing fees, etc. Changing your mind is fine, but don’t expect us to pay for it. We will never charge a restocking fee for our mistakes.
We’re happy to answer any questions you have before making your purchase, and our products are highly reviewed on YouTube, Facebook, Reddit, and our former Etsy Shop.
I purchased one of your items used from another party and need help!
We will do our best to support you and you can find Documentation for our products online. However, any warranty applies to the original purchaser.