FREQUENTLY ASKED QUESTIONS
SHIPPING & PAYMENT INFORMATION
WHEN WILL MY ORDER SHIP?
After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 9 am PST will not be shipped out until the next business day. If you order after 9 am PST on a Friday, your order will likely be shipped out on the following Monday.
WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
Vydeogames cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
HOW ARE TAXES AND DUTIES CALCULATED?
For Duties Delivered Paid (DDP) Orders: Duties and taxes may be included in the price depending on ship to country. If not included in the price, they will be shown at checkout.
For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.
ORDER INFORMATION & CONCERNS
I FILLED IN THE WRONG ADDRESS. WHAT CAN I DO?
A mistake is easily made! When you have accidently filled in the wrong address please contact our customer service department as soon as possible. They will try their best to solve this issue for you.
Please note that the delivery of your package may be delayed, and that it could be too late to make any adjustments.
I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?
If you need to change or cancel your order, please contact us at: support@Vydeogames.com immediately. Once our warehouse has processed your order, we will be unable to make any changes.
I AM EXPECTING A PACKAGE BUT IT HAS NOT BEEN DELIVERED.
We’re sorry to hear that your package hasn’t been delivered yet, but don’t worry. Always check the tracking link you received via e-mail. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.
Is the delivery address correct and the estimated delivery time unchanged? Then please check your mail to see if you received a note from the shipping company. The package may have been delivered to your neighbors’ or your delivery window may have been rescheduled.
MY ORDER STATUS SAYS "UNFULFILLED". WHAT DOES THAT MEAN?
"Unfulfilled" just means that we successfully received your order! Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled."
WHY WAS MY ORDER CANCELED?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please contact us at support@Vydeogames.com and we will solve the issue.
RETURNS & REFUNDS
MY PURCHASED ITEM IS DAMAGED
We’re sorry that the item that you purchased is damaged. You can contact our Customer Service and we will provide a solution as soon as possible. Please do not send damaged items back to us without contacting us first.
WHAT IS YOUR RETURN POLICY?
Our returns policy allows you to return products unused within 30 days of receiving them. You can open the package and check the contents. Returns will only be accepted when the products are unused and in the original packaging.
HOW CAN I RETURN AN ORDER?
You have 30 days to return your order after receiving it. Orders must be returned unused and in the original packaging still attached.
- Fill in the merchandise return form and add it to the box. If you don’t have a return form, please get in touch with our customer service to receive a new one.
- Attach the return sticker to the box.
- The order is ready to be returned. Please go to a postal service of your liking and ship the box to the address we provide you then.
- Please be aware that the sticker is not a pre-paid return label. You will have to pay for the return costs.
- After shipping your return you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment
Once we have received your return, we will do our best to process it quickly.
MY RETURN ARRIVED AT YOUR WAREHOUSE MORE THAN 14 DAYS AGO, BUT I DID NOT RECEIVE MY REFUND YET. WHAT SHOULD I DO?
We are very sorry that you have not yet received your refund. Could you please get in touch with our customer service? Please keep your order number and tracking code ready, so we can solve this quickly.
WHEN DO I RECEIVE MY REFUND?
We will refund your return as soon as possible and at the latest within 14 days of receiving your return. We always refund your money to the bank account, credit card or PayPal account that was used for the order.
WHAT ARE THE COSTS TO RETURN AN ITEM?
The costs of the return depend on the shipping company and country that you ship it from. Please check with your local post office for the price.
Please note that return shipments are at the customer's own expense.
I PAYED MY ORDER WITH STORE CREDITS, BUT I WANT TO RETURN IT. HOW DOES THAT WORK?
You can return your order following the standard procedure. We can’t refund the entire purchase amount to your bank account if you have paid in part with store credits. The store credits will be re-activated on your Vydeogames account.
DID YOU RECEIVE MY RETURN?
Once we have received your shipment, we will process the return as soon as possible. It takes a maximum of two working days to start processing your return. Once it is processed in our warehouse, we will start the refund or store credit process. We will send you an email once this is finished.
IS IT POSSIBLE TO EXCHANGE SALE ITEMS FOR ANOTHER ITEM?
Unfortunately, it is not possible to exchange sale items for another item. However, you have up to 14 days after receiving your order to return it. All items must be unused and in the original box.
(1) Complete the enclosed return form and place it within the box. If you didn’t receive a return form, please contact our customer services and we’ll send you a new one.
(2) Place the enclosed return sticker on the shipping box.
(3) If your return was an international shipment, please write on the shipping box and consignment note: "Returned goods, no commercial value".
You’re now ready to return the item. Send your package from a local post office and send it to the address we will then provide you.
At the delivery point, you’ll receive a shipment receipt with track & trace code that you can use to track your returned product(s). Once the package has arrived, we will process the return as soon as possible. Please be aware that, due to the high volume of orders, this might take longer than usual.
Always keep the shipment receipt with track & trace code so you have proof of shipment.