Retro Shooter Accessibility Statement

Retro Shooter is committed to ensuring digital accessibility for all users, including those with disabilities. We are continually improving the user experience for everyone and applying relevant accessibility standards

Accessibility Measures

We are actively testing our website with accessibility tools and assistive technology users to identify and resolve accessibility barriers. Our goal is to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA.

Ongoing Efforts

Accessibility is an ongoing priority for us. We understand that accessibility is not a one-time effort and are committed to continuous improvement. We welcome feedback and take all accessibility concerns seriously.

Contact Us

If you experience any difficulty accessing any part of our website or need assistance, please contact us at: retroshooter.info@gmail.com

DO YOU CHARGE MORE FOR REMOTE SHIPPING?

Yes, DHL has a remote shipping charge that needs to be paid if your zip/postal code is remote(PDF Download). We will email you if this is the case. Download the list above or search Google for “DHL remote Locations”. FedEx, UPS, and other express services also have remote locations and they are usually the same.

DO I NEED TO HAVE AN ACCOUNT TO ORDER?

No, you can also place an order as a guest.

IS RETRO SHOOTER FROM NORTH AMERICA?

We are a Canadian family business, we ship with Fedex/DHL/UPS from our Chinese warehouse to reduce shipping costs and worldwide warehouse fees. This keeps prices lower for our clients.

WHAT IS THE CURRENCY LISTED ON THE WEBSITE?

Prices are USD. Speak to your credit card company regarding exchange rates.

WHAT IF I FORGOT MY PASSWORD?

On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

WHAT IF I TYPED THE WRONG EMAIL ADDRESS?

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order. We can only update your address if your item has not left our warehouse, once it has shipped you will have to update it yourself.

ARE THERE ANY EXCHANGE RATES?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.

HOW SECURE IS MY ONLINE ORDER?

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

HOW DO I CHANGE OR CANCEL MY ORDER?

Contact us as soon as possible. Please note that we ship orders as fast as we can and if your order has already been shipped it cannot be cancelled. It must be returned for a refund if eligible (some final sale items are non-refundable).

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

Any cancellation made after an order has been placed will be subject to a cancellation fee of $13.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be cancelled.

CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?

Please be advised that your shipping address cannot be revised after the order has been shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination’s customs department will have the package on hold. If your address was entered incorrectly during checkout, we cannot re-route the package once it is shipped. You can contact the shipping company with your tracking information, they may be able to update the address. This needs to be done by you, the receiver.

WHEN WILL MY ORDER ARRIVE?

The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information as soon as it becomes available to us, this can take up to 72 hours after your order has shipped. We are not responsible for delays caused by the customs department in your country. On average, items take 1-3 weeks to arrive. We ship all orders with FedEx/DHL/UPS priority.

HOW DO I TRACK MY ORDER?

We will email your tracking information as soon as your order has shipped and the shipping provider updates the tracking. Usually, you will receive the tracking number one day after we have shipped your order.

CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?

If something is missing, please contact us immediately (retroshooter.info@gmail.com). Please note that some items are shipped separately.

WHEN WILL MY ORDER BE PROCESSED?

Orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.

We process orders between Monday and Friday. Orders will be processed within 2 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

WILL I BE CHARGED WITH CUSTOMS AND TAXES?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office. US orders are not subject to Customs.

HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. Do not ship the item back to the address listed on the original package. Returns are processed at a different center.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

Our return policy lasts 30 days. To be eligible for a return, your item must be in the same condition that you received it and in the original packaging.

If 30 days have gone by since your delivery date, unfortunately, we can’t offer you a refund or exchange.

If 30 days has passed and there is an issue with your equipment, please contact us via email (retroshooter.info@gmail.com) for technical support. If you received a defective item, we will gladly replace it, send a replacement internal part, or help troubleshoot the problem. We have a 1-year manufacturer warranty on the guns and consoles. We do not have a warranty on the cables.

Note: Lightguns can sound slightly different from one another. We do not replace guns, triggers or solenoids solely based on the sound. The guns must be defective to get a replacement.

Send us an email to explain the issue. We will first run troubleshooting tests with you and will require a video to diagnose the problem and send a replacement, if needed. We do not replace equipment that has been damaged by the player.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If an update to your console software is required please make sure it is connected to wifi or the internet through the ethernet port.

Refunds (if applicable)

If an order is placed and a refund is requested before shipping, there is a 3.75% non-refundable PayPal/Credit Card service transaction fee on all orders.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

We do not refund the original shipping costs. We do not provide shipping labels.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at retroshooter.info@gmail.com

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Shipping

To return your product, please contact us via email retroshooter.info@gmail.com

You will be responsible for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if the label is provided to you. Most cases we do not provide return labels.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

We are not responsible for stolen packages. Due to the recent Covid events, most shipping companies leave packages at the front door without requesting a signature. It is the customer’s responsibility to track and receive his package. We will not replace of refund stolen packages that have been delivered.

We are not responsible for lost packages due to an incorrect address. Please verify your address and notify us within 48 hours if there is an error.

Shipping Question:

Are you an American company?

We are a Canadian family business. We designed the Retro Shooter with our partner, Pandora’s Box, in China. All our international orders ship directly from our warehouse in China.

When will I receive my order?

We ship within 48 hours on week days. We ship with an agent and we only receive tracking numbers once the packages reach the DHL warehouse in Hong Kong 2 days later. We will send your tracking number as soon as we receive it. If you have not received your tracking number within 5 business days, please send an email to retroshooter.info@gmail..com

Due to the popularity of our offers, please allow an estimated 1-2 weeks for your order to arrive. We ship with DHL Express (FedEx for Australia).

Some replacement items are shipped with a different service (Yun Express Post) and may take longer to arrive.

What happens if my order gets stuck or lost in the mail?

All of our orders are sent with tracking. If an order gets stuck at customs, sent back or even lost during the delivery process, we apologize! The postal service is out of our control. However, in cases like this, we work with the shipping provider to find the package, if possible. If the package has been lost or delivered to the wrong address, the cardholder needs to contact the shipping company to submit a claim and lost package trace. Please see our refund and return policy for when these might be applicable to shipping situations. The receiver must submit this information, it is out of our hands. Please contact us via email to let us know if the shipping company is not able to deliver your package. We will need to see a written proof from the shipping company to send a replacement.

Will I be charged for customs and taxes?

The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office. Please note, this is for international orders.