Updated : JULY 20TH , 2009

Question : I live in Brazil do you ship items there as I heard there have been problems?

Answer :  Due to numerous shipping problems with parcels that are being shipped to Brazil effective immediately all parcels being shipped via Canada Post air mail to Brazil will no longer have insurance coverage. We will not stop shipping air mail to Brazil but all parcels shipped in this matter will be at the buyers own risk. Video Games Plus will not be responsible for any loss parcels shipping Canada Post air mail to Brazil.

NOTE: ALL PREORDERS FOR UPCOMING GAMES PLACED BY BRAZILIAN CUSTOMERS CURRENTLY IN OUR SYSTEM WILL STILL QUALIFY FOR INSURANCE COVERAGE AS THESE ORDERS WERE PLACED PREVIOUS TO JULY 20TH, 2009.

Question: I completed checkout in Euros but I got charged more on my credit card statement?

Answer : We only bill in Canadian funds. The purchase receipt you receive after paying for a purchase will be in Canadian Funds. The currency converter is for comparison only and is not updated daily. Credit cards may charge you at a different exchange rate.

Question: When does my credit card get charged for Preorders?

Answer : It depends on the option you choose. We now have a new payment option called "PREORDER NOW PAY LATER" this option allows you to add your credit card details and when your preorder ships, your credit card will be charged. This way you can preorder all those great games a head of time and you don't need to worry about missing out on them.

Look at the diagram below :

 Or you can choose to pay for your preorder right away via credit card or PayPal by selecting the other two options available.

Question : Why am I having problems finishing the checkout process using PAYPAL?

Answer : We have contacted paypal regarding this problem and their tech support person gave us a couple of reasons.

1. You need to go update your browser to the newest version available at Microsoft or Netscape homepages depending on which you use.

2. Your security settings for your cookies are too high and must be lowered to do this follow these steps.

• Click on tools tab at the top of your browser screen
• Click internet options tab
• Click privacy setting tab
• Lower slider bar down to bottom to accept all cookies
• After checkout process you may want to reset the slider bar to original position

3. Clean your Cache out.

This should solve any problems with not being able to finish your purchase. If problem persists please contact us at customerservice@videogamesplus.ca

Question : Why am I getting a payment confirmation from Paypal but my order doesn't appear in my history?

Answer : If you get an email confirming sent payment we did receive the payment and the order will be processed. The order does not appear in your history and you will not get any auto email confirmation when you order ships because you did not complete the order process. To ensure that you complete the order correctly make sure to click the "click here to continue" link on paypal after your payment is sent otherwise we will not fully receive your order for our records and it will not appear in your account history.

Question : I am still having problems with Paypal what can I do?

Answer : We now accept VISA, Mastercard and American Express. Please use this option if you are having trouble with Paypal. Also it is a really good option for people who do not have Paypal accounts as these sometimes take up to 2 weeks to create.

Have any questions email us at : customerservice@videogamesplus.ca

Question : Why do the release dates for Games constantly change?

Answer : Games always have a scheduled release date often termed "the Street Date." Delays in release can arise due to unexpected problems in manufacturing or problems with distribution. We do our best to keep you informed of street date changes. There is Nothing we can do if in fact the street date is changed or there are delays with suppliers or publishers.

QUESTION : HOW DOES YOUR PREPLAYED RATING SYSTEM WORK?

ANSWER : HERE IS AN EXPLANATION OF THE PREPLAYED RATING SYSTEM :

CD CONDITION :

• N/A - NON APPLICABLE (EG. N64 CARTRIDGES)
• GOOD - SOME SCRATCHES
• VERY GOOD - SOME MINOR SCRATCHES
• EXCELLENT - ALMOST NEW VERY MINOR SCRATCHES
• MINT - THIS GAME LOOKS LIKE IT WAS NEW WITHOUT WRAPPING

MANUAL : YES OR NO

BOX :

• YES - COMES WITH DVD CASE OR CD CASE OR CARDBOARD BOX DEPENDING ON HOW GAMES ARE PACKED FOR THAT SYSTEM (EG. PS2 (DVD CASE) PSX (CD CASE) N64 (CARDBOARD BOX) ETC. )
• NO - COMES WITH NO BOX OR DVD CASE OR CD CASE

Question : Why do you not show stock levels on the website?

Answer : Suppose 10 people are looking at a game that shows 5 copies in stock. Now suppose some or all of those people decide to order that title, seeing that there are 5 copies available. What happens to the unlucky people who clicked on check-out last? They will assume the title to be in stock and shipping immediately, but in reality the stock will have been depleted while they were checking out and they will have to wait an additional amount of time until new stock is received. This will upset those people because the website correctly showed 5 copies in stock when they first accessed the web page but now they have to wait for the title to be re-stocked. If by chance you cannot wait any longer, or grow impatient waiting for a title to arrive, you can always cancel your order before it ships.

We carry a complete inventory of every item that we sell. Our purchasing system ensures that we have adequate stock to serve our customer's needs no matter how great the demand. The depth and variety of our inventory is one of the benefits of shopping at Videogamesplus.com. We know that other Game sites promise you that they never run out of stock. We all know that this is an impossible promise to keep. Despite our best efforts a game developer/manufacturer occasionally misjudges the demand for a product or title. In such a case we will keep your backorder on file and ship it to you as soon as stock arrives to fill your order.

Question : How do I cancel my order?

Answer : If you wish to cancel an order or preorder you may do so by sending an email to cancellations@videogamesplus.ca .

Please include the following in the heading to speed up our process : Game Title : order # Customer Name

Example : Resident Evil 5 - PS3 : Order #1111111 John Doe

Please allow ample time for preorder cancellations as we will not accept preorder cancellations on or before the day of launch of the title. Please send cancellations at least 72 hours prior to preorder release. You will be emailed a confirmation once orders are cancelled.

Due to our quick processing times sometimes orders are unable to be cancelled once in processing stage. Any in stock orders in the processing stage may not be able to be cancelled.

If paying via credit card and having an order cancelled there is a 5% refund fee to cover transaction costs. This charge will not occur on preorders using the preorder now pay later option.

Question : How do I know when my order has shipped out?

Answer : Our system will automatically email you an order confirmation once you have placed your order. We will email you a second time with a shipping notice to let you know that your order has been shipped. The shipping notice will contain a copy of your invoice. You can also log into your account and view your invoice online.

Question : What does Processing or Shipped Status mean?

Answer : There are many different status updates that may occur with your order. Below is a brief explanation of the more commonly used ones.

Statuses

Pending : Your order has been placed and will be processed as soon a possible.

Processing : We are processing your order and preparing it for shipping.

Shipped : Your order has now been shipped.

Shipped ( Partial ) : Your order has shipped partially. This may be due to an item or preorder not being available yet. Once the order is filled completly you will recieve a shipped status update.

Preorder Processing : This is the processing stage for orders using the preorder now pay later payment option.

Preorder Shipped : Your preorder has now been shipped.

Preorder Partial Shipped  : Your order may have contained multiple preorders for different dates. One may have shipped while others are waiting for release. Once all have been shipped you will receive a Preorder Shipped Notice.

Preship No Cancellations : This is rarely used but is used in large preorder cases when we pre-charge orders a few days in advance to ensure all preorders ship out on time. Once in this stage orders can not be cancelled.

Pending Paypal : Your order is pending on paypal. When payment clears we will process the order.

Awaiting Payment By Mail : You chose the Cash/Money order option and we are waiting for your payment via mail before processing your order.

Awaiting Identification Details : Your order has an issue with the payment and address you are shipping to.

Question : How long and how much is shipping costs?

All Items are shipped via airmail and usually ship out 6 to 48hrs after order is received unless its a preorder item than it will be shipped day of release. Arrival time should be anywhere from 1 to 14 business days depending on location. Postal delays, holidays and customs delays can increase delivery times. If you occur longer shipping times contact your local post offices and customs offices.

USA & International shipping rates are $7.49 Canadian per game title (ie PS3 videogame title) Larger Items such as consoles and controllers, and PC Games have higher shipping costs due to their weight. Please proceed to checkout to see the shipping costs.

Canadian Shipping rates for a regular software item (ie PS3 videogame title) is $2.99 Canadian anywhere in Canada. Higher weighing items are a little more you can see the exact cost before completing checkout.