NewCustomer Guide    (back to store)

Contents:

1. Introduction to IShopVideoGame
   1. Key ordering information
   2. The small print all customers need to read
   3. How to place an order in 8 simple steps
      
2. Our policies
   1. Return policy
   2. Refunds and cancellations - our T&C
   3. Small Print customers must read in relation to refunds
   4. The small print
      
3. Payment information
   1. Accepted payment methods
      
4. Shipping & Delivery
   1. What delivery option should I choose?
   2. Shipping costs
   3. Receiving your delivery
   4. Order damaged on receipt
   5. Items missing on receipt

Section 1. Introduction to IShopVideoGame   Top

Part 1: Key Ordering Information

• All the products listed at IShopVideoGame are available to purchase either as single or wholesale orders.
• Orders are shipped by courier directly to the address specified during checkout, or the default address that has been associated with your account. This can be any address worldwide. Drop shipping is also available on all orders.
• Shipping prices are calculated automatically based on your location and will clearly be displayed during checkout. Please be sure to check this information carefully before confirming your order.
• Delivery time is normally within 2-3 working days of your order.
• Payment must be made in full, in advance, and by credit card (through Paypal) or bank transfer.
• IShopVideoGame does not add any hidden charges or sales taxes. However, you are responsible for any import duties applicable in your own country. Normally any taxes levied are charged on delivery by the courier. IShopVideoGame.com is unable to quote tax rates or offer formal tax rates advice.

Part 2: The Small Print all customers must read

When you sign up for a IShopVideoGame account you are indicating that you agree to the terms and conditions we've published in our online Knowledgebase. Here are some of the most important "small print" items that you MUST be aware of before you place orders:

• Ishopvideogame sends goods to you from China. As such, you (or the consignee) are IMPORTING. In many countries this means you will be liable for import duties and other taxes. It's YOUR responsibility to find out about this, and YOUR responsibility to pay the taxes/charges on receipt of the items. Drop shippers: you must inform your customers about this in advance.
• Please read our full knowledgebase notes about import taxes, because we do our best to help you! 
• We can't deliver to PO boxes and APO address by express carrier like DHL, TNT, UPS, EMS and FedEx, however, Hongkong Air Mail does. - You need a valid phone number on your account. Dropshippers - you MUST provide your customer's phone number for the courier to use. 
• We strongly recommend you order samples before proceeding with large wholesale orders. 
• All IShopVideoGame products are covered by our 6 month warranty. 
• IShopVideoGame doesn't accept returns of products which are not faulty. 
• Customers are responsible for paying the shipping for returning items to us in China. This is sometimes refundable if we find a mistake was made. The cost of shipping replacement products is covered by IShopVideoGame. Please also take the time to read the full IShopVideoGame Terms And Conditions documents online in our Knowledgebase.

Please also take the time to read the full IShopVideoGame Terms and Conditions that can be found in our Online Knowledgebase.

Part 3: How to Place an Order in 8 Simple Steps

Register for a free IShopVideoGame account. Click here.
Log in to our online store using your new account (cookies must be enabled). Click here.
Search and browse for products you are interested in. If you wish to make a purchase, just change the quantity you wish to order and click the "Add to Cart" button. You can change the products and/or quantity in your shopping cart before check out.
Products you've added to your shopping cart are saved there while you look at more items. Your cart is even saved for next time if you log out or accidentally close your browser. In your shopping cart, you can adjust quantities or remove items to get a new sub-total. Wait a couple of seconds - the quantity will update and the prices will automatically adjust.
To continue with your purchase and to find the total price including shipping, click "Checkout". The first page during Checkout will be the Shipping Method page, where you can see and select from different shipping methods. Be sure to confirm the correct address to ship to, or click "Change Address" to add a new address. Make sure to read the information about taxes. Add any specific delivery instructions such as value declaration. Then click "Continue" to continue your ordering process.
You have almost completed your order; now you just need to choose a payment method, select Paypal to pay from your Paypal balance or by debit or credit card. Click "Proceed to Confirmation" to see the final summary of your order. This will not yet confirm your order.
Please review your entire order on the Confirmation page to check for mistakes, and then finally click "Proceed to Place Order", where you will be directed to Paypal's secure server to make a payment.
Congratulations. Your order has been received and acknowledged by IShopVideoGame! You will shortly receive a confirmation message and e-mail receipt from both IShopVideoGame and Paypal. IShopVideoGame will begin processing your order once payment has been confirmed by Paypal. When this happens, we will send you another e-mail. You will also receive an e-mail once your goods have been dispatched from our warehouse, which will include your tracking number.

Section 2. Our Policies   Top

Part 1: Return Policy

If you experience a problem with any product bought from IShopVideoGame please contact us immediately and we will make it our top priority to advise you.

All our products come with our 6-month warranty. If your product develops a fault due to a manufacturing defect that causes it to be unacceptable for use or resale during it's first 6 months after dispatch from our warehouse, we will accept a return of the complete product and either repair; replace (with an identical or equivalent value product); or offer credit or refund.

All returns must be discussed and authorized with IShopVideoGame prior to sending them back to us, to ensure they include all correct paperwork. All returned products must be sent together with their original accessories and packaging unless an exception is made with IShopVideoGame during prior discussion.

In the event of any returned goods where you are requesting a repair; replacement or refund under our 6-month warranty, the shipping costs you incur by returning the products to IShopVideoGame's warehouse in China are payable by you and can not be compensated by IShopVideoGame.

Part 2: Refunds and Cancellations - Our Terms & Conditions

Can customers cancel an order?

There is no need to cancel an order you have placed that you have not yet paid for. Any such order will expire automatically after a certain period. IShopVideoGame permits checking out of orders using the online shopping cart as a system for customers to generate proforma invoices for themselves and to keep records of prospective purchases. Only orders that have actually been paid for are activated and entered into the order checking and processing system.

In general, IShopVideoGame can accept requests for cancellation of paid orders up to the working day on which the order enters the status "shipping pending". Customers can request cancellation of orders by e-mail (support ticket) quoting their order number.

If a customer requests a cancellation on an order that has passed the processing status (goods checking and packing), or after the goods have been dispatched from our warehouse and into the delivery logistics system; IShopVideoGame reserves the right to charge the customer a restocking fee (generally about 3%) which will be deducted from the resultant refund or credit. 

If you have made payment using Paypal and the payment status is "pending" (e.g. waiting for an e-cheque/check to clear); IShopVideoGame can, in most cases, accept a cancellation at this stage, and a refund will be made in form of canceling the receipt of the payment before it clears in Paypal. In these cases, the customer must provide IShopVideoGame with a Paypal transaction ID.

Does IShopVideoGame deduct restocking fees on cancelled orders?

Orders will be refunded in full without any deduction of restocking fees in the majority of cases. In particular, where an order is cancelled or refused during the initial order checking process, the full payment will be refunded within three business days. But if the cancellation caused by a simply and sudden changed-mind, then 3% will be deducted

In the majority of cases where a customer requests a cancellation and refund during the time an order is in processing, prior to the dispatch of the items from the warehouse, a full refund can be made without the deduction of any restocking fees or other fees.

If an apparently bona fide order has been placed, and has entered processing in our warehouse, IShopVideoGame does reserve the right to charge a restocking fee up to 20% of the value of the goods, at our discretion. The most likely instance where this is applicable is where the customer requests a cancellation of the order for reasons beyond IShopVideoGame's control, but the goods have already been dispatched from the warehouse and IShopVideoGame actually incurs costs physically returning packages from Hong Kong or Shenzhen depots back to our warehouse. Another possible instance where we may charge restocking fees is where a customer cancels several processing orders all at the same time.

Additional charges may be deducted from refunds in cases where goods have been shipped overseas and are returned for reasons beyond IShopVideoGame's control, and where as a result IShopVideoGame incurs return shipping charges and China import duties and taxes, as well as further domestic shipping expenses.

If the consignee refuses to accept receipt of goods because they have changed their mind about the purchase, or because they do not accept paying their own country's import duties and taxes, or for similar reasons beyond IShopVideoGame's control, IShopVideoGame will deduct from the refund all of the expenses incurred in returning the goods to us in China. For this reason it is particularly important for customers to be aware of import regulations in their own country, and for dropship vendors to inform their customers about possible taxes on imported goods. It is the responsibility of the buyer, not IShopVideoGame, to find out full information about import regulations and taxes in the consignee's country, in advance of placing a payment for an order.

Part 3: What Small Print do customers need to be aware of in relation to refunds for returned orders?

A full refund of the buyer's original item purchase cost can be made in the case of returned faulty items. This is dependent on the following conditions:

a) The customer has communicated with IShopVideoGame about the possible fault and received a return slip to authorize the goods return.
b) The goods have been received by IShopVideoGame with a properly completed returns slip.
c) The items have been confirmed by the IShopVideoGame technical team as faulty, defective, or of unacceptable quality.
d) No open Paypal dispute or charge back exists on the customer's account.
e) There are no other outstanding bills on the customer's account.

Please note your original shipping fee is not refundable unless items were wrongly delivered, or as otherwise discussed with the support team.

Part 4: Read the Small Print!

Before you read the small print, we'd like to let you know that the large majority of our customers never have a single problem when purchasing from us. Importing from China to other countries is an extremely common, and the majority of orders go through like a breeze.

You may have to pay your own country's VAT (e.g. sales tax) and/or a variable import duty when the items arrive, but the majority of imported packages arrive safely and in due time.

Always be sure to read the item(s) description carefully and contact us if you have any doubts or questions regarding products you find on our website. Of course, we will deliver to you whatever you order, so it is your responsibility to review your order before going ahead.

As the buyer / importer it is entirely your responsibility to find out in advance of placing your order whether your ordered items are subject to import restrictions. Ishopvideogame will ship you whatever you order, so we do not accept liability in the case of failed delivery of goods, where they have failed to clear your country's local Customs - either in cases where the goods are turned back, or in cases where the goods are seized. In addition Ishopvideogame is not responsible for informing you of possible import restriction issues before or after purchase.

We will not be responsible for any damage that may be caused on your computer, console, or other hardware / software during / related to installation of any of our products. We not be liable for any damage or personal loss due to incorrect installation of our products.

If you are at all unsure about importing goods from China, start with Ishopvideogame. Your payment is through a safe channel, your delivery is guaranteed, the products are quality assured, and you can begin by ordering just a single unit as a sample!

Delivery time: If there is a possible delay due to the warehouse being out of stock, we'll contact you by email to discuss sending out your order in separate shipments, changing products, or other potential options. Larger orders that exceed our stock may take up to 1 week longer to send out, as we have to order from the factory. In such cases we will contact you about any potential delay. In certain cases, e.g. the first time you try to drop-ship to a different address than your own, we have to complete a verification check with you before processing your order, which can add 1-3 days to the processing time.

Section 3. Payment Information   Top

Part 1: What Payment methods does IShopVideoGame accept?

We currently support the following methods of payment:

- Paypal
- Google Checkout
- Moneybookers
- Bank transfer

However, if you wish to pay us by either Google Checkout or Bank Transfer, please contact us, as these options do not appear by default on Checkout.

If you plan to place an order that exceeds 1500 USD (United States Dollars) please contact us in advance. You will also be required to pay via Bank Transfer.

In most instances we recommend you use Paypal, as the easiest and safest method of secure online payment. From within Paypal you can pay from your Paypal account balance, or you can add a credit or debit card to your account securely, to make payment from. You can find more information regarding Paypal and their available options by visiting http://www.paypal.com where you can also register for a free account.

Be sure to make payment in full and in advance, so IShopVideoGame can guarantee successful delivery of your order. Don't forget that product prices do not usually include shipping costs. These are automatically added during Checkout. IShopVideoGame does not add any taxes.

Further payment information:

- Never send cash through the postal system. IShopVideoGame does not accept this as a method of payment and will not be held liable for any cash that goes missing in the postal network.
- Please do not send cheques or money orders.
- Please do not send us details of bank accounts or credit card information.
- We can not accept Western Union money transfers.
- We do not accept Nochex or any other online payment systems other than Paypal, Google Checkout and Money Bookers.
- Please do not use online payment vouchers such as 3V to submit Paypal payments as these will be rejected. Similarly, never attempt to use another persons credit or debit card for Paypal payments unless you are certain that the card owner will be able to provide us with direct confirmation that the charge is authorized. 

Section 4. Shipping & Delivery   Top

Part 1: Which delivery option is best for me?

- We prefer to use Express Courier.

- The choice of courier varies according to your home country. We currently offer: Hong Kong Air Mail ; Hong Kong Air Mail (registered) ; DHL ; FedEx ; EMS ; TNT ; even ground (sea) mail rather than air if you prefer.

- Small orders are normally best suited to Hong Kong Air Mail or Hong Kong Registered Air Mail. This is the cheapest and most commonly used option. This delivery method will be chosen during Checkout by default. Although you can not use this method if your order exceeds 20 USD (United States Dollars) or if the weight is over 1.0 lb(s).

- For larger bulk orders we will pack the goods appropriately and economically in an attempt to save space and shipping costs.

- For abnormally large orders; we will provide delivery via a ground (sea) delivery option.

- For air express orders; after dispatch from our warehouse (Hong Kong, China), the shipment is sent to the Hong Kong International Air Port which is then flown to your nearest major logistics hub. From there, the goods are sent to your local depot via your country's local courier service.

- Customs clearance paperwork and any such related documents or procedures are handled by the courier. In rare cases the courier may need to contact you directly to confirm specific details. In cases where additional paperwork is required for delivery; IShopVideoGame will assist with and fill out the documents when necessary.

Part 2: Shipping Costs

All shipping fees are calculated automatically based on the actual weight (kilograms) of the goods and/or the goods actual physical dimensions and recipients location.

The Air WayBill (formal shipping document) that accompanies your goods may show a kg weight that is less than the shipping band you paid for. This happens when the item is light but bulky, so the shipping band is calculated by dimensions rather than weight.

The prices depend on the different rates of shipping companies and are subject to change without notice. IShopVideoGame are actively working on reducing shipping costs.

All orders must be paid for in full and in advance, including shipping. Shipping charges are non-refundable, except in rare cases of incorrect delivery.

If a delivery is confirmed lost, stolen or damaged before receipt; we will work with the courier to obtain information and arrange a refund or replacement at no further expense to you.

Part 3: Receiving your Delivery

How / From Where do I receive my shipments from IShopVideoGame?

Most orders dispatched from IShopVideoGame are sent via either DHL; TNT; UPS; EMS or FedEx. These companies will attempt delivery direct to your doorstep. You may need to be present for, and sign for, the delivery. Before signing, we recommend you inspect the box for any transit damage, as this can not usually be claimed against once you have signed for the order.

Couriers require a signature from the recipient for delivery, and this is a fast and secure way to have your products delivered. It is essential you provide a full, accurate shipping address, and a valid delivery phone number. If you are drop-shipping, this means your customer's phone number. If there is VAT or any Import Duty to pay on the goods due to your country's import rules, the courier will present you with a bill at the time of delivery. In general you will need to pay any such bill to the courier before you can receive the goods. Any such charges are your responsibility and unfortunately we cannot offer advice or estimates about import fees or other taxes in your country.

If you believe your package is missing items, includes incorrect items, or has been damaged or tampered with in any way, it is essential that you communicate this clearly to the courier company's delivery driver at the time of delivery and before signing for it. The following tips are for the retail orders, not the wholesale and dropship orders. Ishopvideogame has used the special seal on each parcel from now on for the retail orders. We have sealed the parcel completely before we send them out. Please check the following points before signing on the receiving receipt:

a) That the parcel is in good condition and shows no obvious signs of damage
b) The original seal is complete
c) No evidence of tampering

You should be aware though, that in some cases, the parcel may have been inspected during customs to check for illegal items.

If, before signing for it, you find that the parcel has been tampered with and that contents are missing or damaged, please make a note of these on the form you are asked to sign, and also keep them on a personal note. You should also ask the courier to sign underneath both pieces of your writing for further proof. The courier should also report this to their company. IShopVideoGame, when informed, will pursue the shipping company for compensation.

If you do not take the precautionary steps described above, it may be extremely difficult, or even impossible, to make a claim against any damages or missing items you later notice.

Part 4: What to do if my item is damaged on delivery?

If the courier is still at your doorstep:-

Have the carrier note on the delivery paperwork that the item has been received in DAMAGED condition, and that you are REFUSING the shipment. The carrier will then take the damaged item and return it to Ishopvideogame. Once tracking shows the item as being refused, you can contact us and we will issue a replacement or a refund without being penalized in any way.

If the courier has left your location:-

Immediately contact the carrier that delivered your item to alert them of the situation. Immediately contact Ishopvideogame.com Customer Support to report the situation. Details such as: package condition, how it was received (left at front door, signed for), description of the nature of the damage, are very helpful.

DO NOT discard any of the shipping box or packing materials.
DO NOT discard the product itself. (It may be necessary for the carrier that delivered the item to return to do an inspection report on the damage).
DO NOT simply ship the item back to Ishopvideogame.com without first being instructed to do so. Taking this action may result in a denial of a damaged item claim per shipping carrier claims guidelines.

Part 5: What to do if my order is missing items?

Because of the vast inventory we carry, we do not have any additional product information other than what is available in our product descriptions shown on our website. And since each Manufacturer packages each product, we do not have extra parts available to ship.

Please also feel free to contact us for product information not displayed on our web site, such as technical specifications or compatibility with other products.

If you would like to return a product, please read our return policy.