Frequently Asked Questions

GENERAL

  • Which currency are your prices in?
    • All of our prices are in CAD (Canadian Dollars)

  • Where are you located?
    • Winnipeg MB, Canada.

  • I have an XP membership from your retail stores – how can I use it on the website?
    • Unfortunately we have not yet figured out a way to integrate our retail loyalty program or point of sales system, but we are continuing to look for options for our XP members including exclusive savings and coupons emailed to you!

  • Can I pay for my order at one of your retail stores?
    • 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 retail and request items be transferred in to be purchased in store.

  • I’m looking for a specific item and don’t see it on your webstore – how can I check to see if you have it elsewhere?
    • Reach out to us on social media or email [email protected] and we will do our best to find you what you are looking for.

  • I’d like to purchase some used games and am unsure about the quality of the discs/labels. Can you send me pictures before I buy?
    • 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!

SHIPPING

  • Can I pick up my order locally in one of your stores?
    • Absolutely! Pick which store during checkout and your order will be shipped to that location next business day free of charge. Please 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 email [email protected]
  • Which carriers do you use to ship orders?
    • We currently use Canada Post and UPS for all of our orders but we are looking into expanding to other methods in the near future.
  • How much is shipping?
    • Shipping is currently free in Canada for all orders totalling $50 before tax. General shipping is $9.99 (no tracking), and Expedited is $14.99. If you require faster shipping please email us ([email protected]) to enquire about rates.

  • My order hasn’t arrived yet, and I didn’t opt for tracking.
    • 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.

  • I live outside of Canada, can I order from your store?
    • We currently haven’t set up shipping outside Canada, but we would love to have your business. Contact us ([email protected]) and we will work with you on a shipping quote for your country.

RETURNS

  • Can I return a defective or unwanted product?
    • Yes! Please email [email protected] to obtain an RMA number and setup the returns process.

  • I opened my item and decided that this isn’t the product that I wanted – Can I return it?
    • We accept returns of opened hardware and accessories, however a 50% re-stocking fee will apply. We do not accept returns on opened software. Shipping will not be refunded.

  • My product is unopened and I’d like to return it – Can I return it?
    • Yes, you can return it within 7 days of delivery, however a 10% restocking fee will apply to all items returned. Shipping will not be refunded.

  • My product is defective. How long do I have to return it?
    • Returns for defective product can be made within 30 days of delivery of your order. PNP Games will replace a tested and confirmed defective product with a new one if possible, if no replacement is available a full refund will be issued.

  • I picked up my order in one of your retail stores, can I return it there too?
    • Yes, however we ask that you contact us first to acquire an RMA number. The retail stores will return the product to our warehouse where the return will be processed. Our retail stores are not able to directly process returns or exchanges in store.