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FAQ

Updated : April 1st , 2005

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 Pay Pal 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.

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 you may do so by sending an email to customerservice@videogamesplus.ca . Please be sure to include your full name and order number. Please note that we cannot cancel orders that have already been shipped. All cancellation requests will be confirmed by email.

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 : 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. Postal delays can increase delivery times. If you occur longer shipping times contact your local post offices and customs offices.

USA & International shipping rates are $6.99 cdn per game title (ie PS2 videogame title) which is equivalent to $5.75us , 3.05GBP , 4.46Euro this rates changes according to the exchange rate on the day you purchase your item. 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 PS2 videogame title) is $2.99 cdn anywhere in Canada. Higher weighing items are a little more you can see the exact cost before completing checkout.

Courier shipping is also available via DHL Express. Please contact Customer Service at customerservice@videogamesplus.ca for a quote on shipping to your location.

Question : What forms of payment does Videogamesplus.com accept?

Answer : We would be pleased to accept your payment by Visa, Mastercard, American Express and Paypal. Do not worry if you do not have a credit card. We will also accept your payment by cash or money order. For more detailed information regarding alternate payment methods, please contact us at customerservice@videogamesplus.ca

Question : What is Regional Coding ?

Answer : The world has been split up into regions by the game and DVD Forum. Players from one region will not play titles from another. There are also differences with the television standards i.e. NTSC and PAL/SECAM. Titles from Japan won't work with players from Europe without some kind of conversion even though they are the same region. Japan uses NTSC and most of Europe uses PAL/SECAM. There are some "multi-region" or "code-free" players that can play titles from any region.

All games sold on this website are NTSC format, and all DVD sold are region 1 format.

Question : If your website shows an item in stock is it available in your store?

Answer: The website has its own stock, and carries different product that the stores may not offer. Please call the stores for available product.

Question : Are the prices on the website the same as in your store?

Answer : The website has its own pricing. While most games and products offered on the website are available in the stores prices may differ. Specials offered on the website may not be available in the stores.

Question : Are products on your website available for store pick up?

Answer : Website stock is separate from our store stock and is not available for pick up. If you are interested in buying something on the website please feel free to order.