Frequently Asked Questions

GENERAL

All of our prices are in CAD (Canadian Dollars). You can click on a price and use the currency converter to see estimated values in other currencies.

NOTE: Converted amounts 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 us 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 contact us 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 us 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 contact us 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”.

NOTE: If you purchased Expedited Shipping and your order includes an item from one of our retail stores, your order will still leave within 1 business day after Processing.

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

As of Jan 1, 2023 we no longer supported XP/Store Credit/Gift Cards as payments for online purchases. We apologize for the inconvenience this may cause and encourage you to shop in store to use these methods.

As of Nov 1, 2024 we have a new XP membership program. See below for further details.

As of Nov 1, 2024 we discontinued our old XP program and have rolled out a new, free XP membership program. See “XP Loyalty Program” below for further details.

As of Nov 1, 2024 we discontinued our old XP program and have rolled out a new, free XP membership program. See “XP Loyalty Program” below for further details.

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 retail store directly.

PNP Games has strategic partnerships that allow us to expand our online offerings and offer the widest selection of products to you. Because of this, some items cannot be “transferred” and must be purchased online with the “Local Pickup” option for the store of your choice or delivered direct to your door.

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 applicable orders*! (*exclusions apply, see Terms & Conditions)

We use a few different carriers which include Canada Post, UPS, 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. 

PNP Games reserves the right to choose the carrier for all orders in which free shipping is selected.

In the case that the service selected isn’t unavailable in your area, PNP Games will select a similar service with another carrier at no additional cost to you.

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.

Yes! We ship outside of Canada/USA to the following countries:
American Samoa, Austria, Australia, Belgium, Denmark, Finland, France, Germany, Guam, Hong Kong, Hungary, Iceland, Ireland, Italy, Japan, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Northern Mariana Islands, Norway, Portugal, Puerto Rico, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Ukraine, 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).
If you’d like to make a return, please contact us here.
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 (in-store 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

XP LOYALTY PROGRAM

No! Becoming an XP Member is now 100% free for all online or in-store customers!

To sign up online, just log in or create an account on our webstore!
To sign up in-store, let the staff know your name and email!

Yes! In many cases, your accounts will automatically sync if you’ve used the same customer information both in-store and online. If you think your accounts are not synced up, please contact us here or email [email protected] and provide us with your old XP Membership number and/or the email address that may be on your old account.

Points (or “XP”) are awarded on all purchases. Additional ways to earn include, but are not limited to;

  • Bonus point promotions to give you a chance to earn on specific items (online only)
  • Placing a pre-order in store at least 2 weeks before it’s launch
  • Subscribing to our emails
  • Sharing content
  • Entering contests on our official social media pages

(Note: some ways of earning may not yet be active)

No. Our new XP program rolled out on Nov 1, 2024 and any orders completed prior to this date OR prior to signing up are not applicable to earn points unless you were already an XP member from our old in-store program.

No! All of our point offers are valid for everyone at all times. No messy offer activations to remember here!

By placing orders and earning points, you can level up for additional bonus points and perks!

Levels are determined by your lifetime earned points (starting Nov 1, 2024).

You can go to My Account > XP & Rewards to view all your points, level progress, available offers, as well as potential rewards. You can also opt-in or out of getting email notifications about your points.

Yes! XP are synced and you’ll be able to use them in-store or online in predetermined redemption quantities!

You’ll receive points when items are marked as “completed” in our system; typically when you pick up your order locally or right after it has been shipped.

In-store purchases will have points added to your account immediately.

XP can be redeemed any time online or in-store with the following denominations:

  • 10,000 XP for $10
  • 25,000 XP for $25
  • 50,000 XP for $50

COMING SOON:

  • Options to donate your XP to select local Winnipeg charities

No. Our old model of paid membership used to feature a discount on used games. Legacy members who signed up and paid for a membership prior to Nov 1, 2024 were given an extension to the discount program until Dec 31, 2024. This discount was permanently discontinued for legacy members on Jan 1, 2025.