Frequently Asked Questions

GENERAL

All of our prices are in CAD (Canadian Dollars). You can use the currency converter to see estimated values in your home currency (currently desktop only).

NOTE: Amounts not in CAD are estimated. Orders are processed in CAD and are subject to your payment provider’s current exchange rate. Please reach out to your payment provider to confirm their current rate.

We are located in Winnipeg, Manitoba.

Both our store and web stock are all listed on our website. If you are unable to find the item, then we may be out of stock at this moment.

NOTE: Certain consoles may not be listed on our webstore, but may be in stock and purchasable at our retail stores. Please contact [email protected] if you are looking for a specific console!

Absolutely! All of our discs are professionally resurfaced prior to shipping. If there are any blemishes we simply won’t ship the item without your prior consent. We also strive to ship games with the highest quality labels possible. If you are looking for a specific version or simply want to see the quality before ordering please email [email protected] and we will be happy to help!

If you have a large amount of items, please email them to [email protected] and include the item SKU (located under the “add to cart button”). We will try and have those images for you within 1-3 business days.

Our retail stores will not carry any “Disc Only” games. These are stocked at our distribution centre/warehouse only, but can be picked up at our stores if ordered online.

UAE (“United Arab Emirates”) refers to the world edition of the game. These are intended for the middle east but are identical to our North American releases (minus a small UAE logo on cover and paper insert on occasion). As Nintendo soft discontinues titles these become the only ones available for order. They function identically to the NA release and are 100% official!

JPIM (“Japan Import”) notes an import item from Japan.

ASIM (“Asia Import”) notes an import item from Asia.

EU or UK Import notes an import item from Europe.

Items with the abbreviations above are region-free unless otherwise noted!

ORDERS

To make changes or to cancel an order, please contact [email protected] with your request. Your order will be updated as soon as possible or within the next business day before orders are processed. If we are notified once an order has already been processed, we may not be able to make changes or cancel the order.

Please note we are unable to add or change items to an already placed order.

Unfortunately we are unable to change a shipping address once an order has been placed. If it’s incorrect, please reach out to [email protected] to cancel your order. You can then place a new order with the updated address!

To fulfill your order, one or more items on it may need to be transferred from one of our retail stores to our distribution centre. While we wait for the item, your order will be marked as “On Hold – Transfer”.

Unfortunately, we are unable to retroactively apply sales discounts to previously placed orders.

As of Jan 1, 2023 we are no longer supporting XP/Store Credit/Gift Cards as payments for online purchases. We are working to find a solution to this. Our previous (and temporary due to store closures during the COVID-19 pandemic) method of creating coupon codes poses some technical issues. We apologize for the inconvenience this may cause but encourage you to shop in store to use these methods.

Please add your XP customer number to appropriate field and we will gladly apply the points to your account. We are currently unable to redeem XP Points online, please redeem them in store.

If you would like to use your XP membership discount on used games, then please contact [email protected] before you complete your purchase.

Unfortunately we are not set up to do that at this time, payment must be made online and we can ship the order free of charge to the store. Alternatively you can speak to our employees at any retail location and request items be transferred in to be purchased in store. Retail contact information can be found here.

SHIPPING & LOCAL PICKUP

Absolutely! Pick which store during checkout and your order will be shipped to that location free of charge. We aim to have your order ready for pickup within 1-3 business days

Please also note that we do require photo ID matching the name on the order to confirm that we give the product to you! If you would like to make arrangements for someone else to pick up your order, please contact the pick up store directly. You can find their contact information here.

We use Canada Post and USPS for all standard orders worldwide. Orders going to a US address over $800USD will be shipped via UPS. Canadian orders with large items such as Legends Arcades will be shipped via UPS.

We are looking into expanding to other methods in the future as well.

Canada Post is now committed to offering carbon-neutral shipping; click the banner to learn more!

Shipping rates vary by location, product, and service. You can view rates by adding items and updating your address in your cart.

Shipping within Canada and to the USA is free on most orders over $65 CAD!* (*exclusions apply, see Terms & Conditions)

We bring all USA orders across the border to have them shipped from Pembina, North Dakota. This is so our USA customers never have to pay customs fees and will have a faster delivery time!

Due to the variety of size and complexity of orders, some may have multiple tracking numbers or ship over multiple days. Our team will notify you via email if this is the case.

We recommend that all customers choose expedited shipping with tracking to ensure a timely and safe arrival of their order. Orders without tracking have no recourse with Canada Post and PNP Games will not be held liable for any lost or stolen orders.

Yes! We’ve recently updated our the list of countries we ship to include:
American Samoa, Austria, Australia, Belgium, Denmark, Finland, France, Germany, Guam, Hong Kong, Hungary, Iceland, Ireland, Italy, Japan, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Northern Mariana Islands, Norway, Portugal, Puerto Rico, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, United Kingdom and US Virgin Islands.

Please note that customers are responsible for all customs fees, duties and taxes applicable to their order upon arrival, and may have additional charges due upon delivery that PNP Games is not responsible for.

We are working on adding additional countries all the time so check back later if your country is not listed!

Yes, customers are responsible for all customs fees, duties and taxes applicable to their order upon arrival, and may have additional charges due upon delivery that PNP Games is not responsible for. We are bound by law to claim the value of the item and are unable to alter this value or mark international orders as a “gift”. 

If you reject the order or do not pay customs, your order will be refunded less shipping costs when it is returned back to us.

RETURN & REFUND POLICY

PNP Games will accept returns within 30 days of purchase (Retail) or delivery/pick up, or from date of holiday with provided gift receipt (available upon request).
NOTE: Refunds are issued in CAD and are subject to the exchange rates at the time of refund.

  • Returned product(s) must be sealed in its original packaging.
  • Can be returned for a FULL REFUND via store credit (retail only) or original method of payment at the discretion of PNP Games Management.
  • Shipping costs (if applicable) will not be refunded.
  • Return Shipping costs are the responsibility of the customer.
  • Any product that is defective through no fault of the end user may be returned or exchanged within 30 days of purchase or delivery/pickup.
  • A Return Shipping Label will be provided by PNP Games for items that are DEFECTIVE.
  • Products that are confirmed DEFECTIVE will be replaced with the same product when possible. If we do not have replacement stock, item will be issued a full refund via store credit (retail only) or original method of payment at the discretion of PNP Games Management.
  • Due to the nature of the product, all USED product will be FINAL SALE unless DEFECTIVE.
  • All clearance items are FINAL SALE unless DEFECTIVE.
  • All returns require postage to be paid by the customer with tracking. Pre-paid labels are not available for international customers.
  • Refunds if applicable will not be given until the product is received, please use trusted carriers.
  • Product(s) returned more than 30 days from purchase (Retail) or delivery/pick up date.
  • Video Game Software that has been opened from its original packaging.
  • Product(s) that is damaged by the end user, played, or missing parts.
  • Subscription or Gift Cards.

Exceptions to our return policy will be at the sole discretion of PNP Games Management