FAQ

Retro Modding is based in Montreal, Quebec, Canada. We don’t have a physical store you can visit, but we have beautiful photographs of our products on our website!

Over 80% of our traffic comes from the United States, so it’s simpler to list the currency used by the majority of our customers.

You can reach us through Facebook Messenger, by email at support@retromodding.com, or via the contact form linked at the bottom of the customer support page. We try our best to respond to queries as they come in, but please keep in mind that we are not always immediately available. Our customer support is available during working business hours (weekdays from 9:00 am to 5:00 pm EST).

Please do not send your questions or requests to more than one messaging platform at a time. Doing so adds delays to our customer service response time. Additionally,  sending newer messages sends your case back to the bottom of the priority list.

If you’re reaching out to us about an order you placed, please include the order number in your message. If you're contacting us via email, try to use the same email address you used while placing your order. This will accelerate the customer service process.

We accept payment via credit card, PayPal, Google Pay, and Apple Pay. 

Please note that orders paid using a PayPal eCheck will not be processed until payment is received. Orders will be shipped 1-2* business days after reception of payment unless otherwise indicated in the product description.

While Shopify does not allow us to accept Visa Gift Cards as a payment method, you may be able to link your Visa Gift Card to your PayPal account and pay through PayPal using the Gift Card.

There’s a 90 minute window to cancel your order on the order confirmation page starting from the moment your order has been confirmed. This page is also accessible through the order notification email received at the time of purchase through the “View my Order” button. This is the simplest way to cancel your initial order and create a new one. 

However, if the 90 minute window has passed, the next best thing to do would be to contact us directly through Facebook Messenger, email, or the Customer Support page. We recommend contacting us as soon as possible if you need to make changes to your order and while we cannot guarantee that we will see your message before it enters the fulfillment queue, we’ll do our best to accommodate your request. If your order has already entered the fulfillment queue and is no longer open for cancellation, you may initiate a return process through our Returns Center.

We have recently updated our payment flow! For all orders except for build-to-order consoles, payment will not be processed until fulfilment. Therefore, unless you ordered a build-to-order console, you will not be charged until your order is shipped.

Orders with multiple components are shipped in one box once all items are in stock. If you want your other components without having to wait for the item on pre-order, it’s best to place separate orders.

If you’re having trouble with our website, we recommend updating your browser to the latest version. You can also try using a different browser. We recommend Google Chrome.

If that doesn’t work, please feel free to reach out to us through Facebook Messenger or by email.

If you open your package and find something is damaged due to a manufacturing error or missing from your order, reach out to us through Facebook Messenger, email, or the contact form linked at the bottom of the page. Don’t worry, we won’t leave you unhappy with your order!

We do our best to keep each item in stock. Unless the product has been discontinued, rest assured that we are in the process of acquiring more. Unfortunately, since products are often tied up in back order, manufacturing, and shipping, we can’t always give you an estimated time of arrival. We invite you to keep an eye on our website for updated stock quantities. We thank you for your patience.

If an item you purchased has gone on sale or changed in price after the fact, we are unable to refund you the difference. We’re sorry about any inconvenience this may cause. 

Yes, we do! But please keep in mind that shipping costs and tracking options may differ depending on mailing address. For the most accurate numbers, we recommend simulating a cart on our website to preview the shipping options for your country.

Please ensure that you write your name and email address in the Latin alphabet. We cannot generate shipping labels with any other characters.

Please note that batteries are prohibited from being shipped into Germany. Customers who have placed orders for individual batteries and for custom consoles with our battery packs will be contacted for a refund. Unfortunately, this situation is out of our control. We're sorry for any inconvenience this may cause.

For more information, please see our Shipping & Return Policy.

In some case your order can be split. Most of the time we prioritize sending everything in one package, but sometimes items are only available at one location (we have warehouses in the US and Canada). 

If you receive your package and some items are missing, it is likly that your package has been split. No worries, you will receive a second tracking link as soon as we fulfill the rest of your order.

If we have all the components of your order in stock, your order will be prepared within three to five business days* (Monday to Friday, 9:00am-5:00pm EST). Once we ship your package, you’ll receive an email confirmation and a tracking number (provided you paid for a tracked shipping solution).

Please note that this estimate does not apply to our built to order consoles, anything that requires trimming, or products on pre-order. Estimated timelines for build to order consoles or plastic trimming services (shell, battery door, etc.) are specified on each project page. Wait times also apply to products in backorder at the time of purchase.

For customers in the EU, you will have the opportunity to pay customs fees at checkout for any international orders. For any international customers outside of the EU, these fees are not included, and will need to be paid upon delivery.

Be advised, we cannot guarantee that your particular country does not charge any import fees outside of these standard customs fees. Make sure you know your country’s laws before making a purchase with us. For information specific to your region, contact your local customs office.

Please remember that express shipping does not mean express handling. Purchases are processed in the order in which we receive them. We still need those two business days to process, package, and label your order.

If ordering USPS express shipping for packages sent to the United States, express shipping begins once your package crosses the border and is handed to USPS. This does not include the time it takes to cross the border, nor any delays at customs.

Please note that the USPS shipping timeframes are best estimates, and may not be 100% accurate due to unforeseen issues.

We recommend you evaluate whether express shipping is worth it based on the projected times provided during checkout. We are not responsible for any delays on the shipping company’s side.

No. Doing so would be illegal.

If you chose a tracked shipping solution at checkout, you should be able to follow your package via the tracking code you received by email. However, there are some exceptions:

• Canada Post often has trouble tracking packages in British Columbia and Alberta. If it seems stuck somewhere for a couple of days, it’s probably still moving on its way to you and should be there soon.
• Customs offices (in the United States and elsewhere) can sometimes hold packages for a couple of days without explanation, even if you ordered express shipping. This can add an unpredictable delay to the standard transit time. Unfortunately, we have no control over these offices. Please keep these delays in mind. 
• If international customers choose “Standard Shipping (No Tracking),” tracking will cease as soon as the package leaves Canada. If you aren’t confident in your local postal system, please select a tracked shipping solution.

Please make sure you add a valid mailing address for your order. To guarantee your package, make sure to choose a tracked shipping option. If your order has been marked as delivered but you have yet to receive it, please get in touch with your local Post Office. Retro Modding is not responsible for lost packages. 

The order is considered complete once the package has been marked as delivered to your mailbox. Retro Modding is not responsible for packages that have been stolen after delivery. It is your responsibility to make sure your mailbox is secure. We cannot be held responsible if you miss your post officer's delivery. If you believe your parcel has been stolen, you may contact your local authorities to help investigate. 

Please see our Shipping & Return Policy.

Please see our Shipping & Return Policy.

Retro Modding is committed to providing a safe and respectful work environment for all staff and customers. While we’re delighted to help all those who reach out to us through our support channels, we do not tolerate harassment of any kind when doing so.

Harassment includes any behavior that victimizes, humiliates, or threatens a person, such as directing racist, homophobic, or misogynistic slurs at any member of our team. Please note that, should you harass our support staff, your ticket will be closed without further response. Repeated harassment may result in your account being banned or in appropriate legal action.

We thank you for your understanding and look forward to creating a safe, respectful modding community with you!