Answers about shipping physical video games, consoles, handhelds, retro games, and accessories, including packaging, tracking, damaged deliveries, and returns.
1. Order Processing & Tracking
How will I know when my order ships?
When tracking information is provided for your order, use the carrier tracking link to follow its progress. A “Label Created” or “Awaiting Item” status does not necessarily mean the carrier has received or scanned the package.
How long does processing and shipping take?
Processing and transit times vary by product, destination, and shipping service. Review the options and any estimates displayed at checkout. Delivery dates provided by carriers are estimates, not guarantees.
Can I change my delivery address after ordering?
Email games@orbitdvd.com as soon as possible with your order number and the correct address. We cannot guarantee changes once an order has been processed or handed to the carrier.
2. Shipping Methods, Rates & Eligibility
Which shipping services are offered?
Available shipping methods and their charges are shown at checkout. Options may depend on the delivery address and the products in your cart.
Can video games ship by USPS Media Mail?
No. USPS Media Mail is not an eligible service for video games. Physical games, consoles, controllers, and accessories must use an eligible shipping service.
Is free shipping available for video game orders?
Any eligible shipping promotion will be shown at checkout, subject to its stated terms. Do not assume that Orbit DVD movie-specific free Media Mail promotions apply to Orbit DVD Games orders.
3. Packaging for Games, Consoles & Accessories
How are video game orders packaged?
We pack orders with the goal of protecting the contents during transit. Packaging requirements vary for disc-based games, cartridges, boxed games, controllers, and console hardware.
How are handhelds and consoles protected?
Consoles and handheld devices require secure boxing and sufficient cushioning to prevent movement and impact. Please retain your shipping box and packing materials if an item arrives damaged or needs an approved return.
Will a new or collectible game have perfect packaging?
Orbit DVD Games operates a physical retail store, not a distributor warehouse. Minor shelf wear such as light creases, folds, scuffs, slight corner wear, or sticker residue can occur. See our Returns and Exchange Policy for the treatment of shelf wear and cosmetic issues.
4. Used Games, Retro Items & Included Accessories
Do used games include cases, manuals, and inserts?
Included components depend on the specific listing and condition. Review the product description and condition designation, such as Complete in Box (CIB), No Manual, or Loose, before ordering.
Are used game DLC or download codes guaranteed to work?
No. Codes included with used games may have been redeemed or expired. We cannot guarantee usable DLC codes and do not accept returns solely because a used-game code is invalid.
What if a handheld console is missing a required accessory?
If a mandatory accessory such as a charger or stylus is missing in error, contact games@orbitdvd.com. Our policy is to send the missing mandatory accessory.
What should I know about region compatibility?
Some imported games and systems have region restrictions. Check the region information in the listing and confirm compatibility before ordering. Our Returns and Exchange Policy does not accept returns for region coding issues that were disclosed in the listing.
5. Damaged, Defective or Incorrect Deliveries
What if my order arrives damaged, defective, or incorrect?
Contact games@orbitdvd.com within 48 hours of delivery. Include your order number, a description of the problem, and photographs of the item. For shipping damage, also include clear photos of the outer shipping box and damaged packaging.
Should I throw away the shipping box?
No. Keep the box and protective materials until the issue has been reviewed. They may be necessary to document transit damage.
What if a retro cartridge does not work?
Contact games@orbitdvd.com within 48 hours of delivery and review the cartridge guidance in our Returns and Exchange Policy.
6. Delayed, Lost & Missing Packages
What should I do if tracking stops updating?
Check the latest carrier tracking updates and allow time for delayed scans. For USPS shipments, consult USPS Missing Mail. Contact the relevant carrier for shipments sent through other services.
What if the carrier says “Delivered” but I cannot find the package?
Check the delivery location, mailbox, parcel locker, and anyone who might have accepted the package. Then contact the carrier to investigate and email us with your order details if the issue remains unresolved.
When can a lost-package refund or replacement be considered?
Our published Missing Mail policy states that full refunds or replacements are not issued until 30 days after the order date. Carrier investigations and any insurance claim requirements may apply. Most delayed shipments eventually arrive. This waiting period does not guarantee a refund or replacement. Contact us promptly so we can review the situation.
Are packages insured?
Coverage and claim requirements depend on the shipping service used. Contact us with your order number for help with your shipment.
7. USPS & UPS Shipping Troubleshooting
Choose the carrier shown in your shipment confirmation. These official carrier resources can help with tracking questions, delivery exceptions, missed deliveries, and missing-package investigations. For problems with your Orbit DVD Games order itself, contact online support.
USPS Help
USPS tracking has not updated
Packages may not receive an immediate acceptance scan. Check USPS Tracking and read USPS tracking status explanations.
My USPS package is delayed or missing
Follow USPS Missing Mail guidance. When eligible, submit a Missing Mail Search.
USPS says “Delivered,” but I cannot find the package
Check the mailbox, parcel locker, porch, other delivery locations, and anyone who may have accepted the package. If it remains missing, consult USPS delivery troubleshooting and contact your local Post Office.
I need to change a USPS delivery
Eligible shipments may qualify for USPS Package Intercept. Requests are not guaranteed and restrictions or fees may apply.
UPS Help
UPS tracking has not updated
Visit UPS Tracking Support for shipment statuses, estimated delivery dates, and exceptions.
My UPS package is delayed or missing
Use the official Where Is My UPS Package? guidance to investigate the shipment.
I missed a UPS delivery attempt
Check your delivery notice and read the UPS InfoNotice guide for pickup and redelivery information.
I need to change a UPS delivery
Review UPS delivery change options. Eligibility, shipper restrictions, and fees may apply.
Carrier claims for lost or damaged shipments
Carrier claims are separate from Orbit DVD Games' order support process. Insurance and claim eligibility vary by shipping service. For carrier requirements, see USPS Claims or the UPS Claims Center. For damaged Orbit DVD Games orders, contact us promptly with photographs.
8. International Shipping
Can I place an international order?
Available international destinations and shipping services, if offered for your order, will be determined at checkout.
Do you provide return labels for international orders?
No. Orbit DVD Games does not issue international return labels under its published Returns and Exchange Policy.
Who pays customs charges?
Any duties, taxes, import fees, and carrier collection charges should be reviewed during checkout or with the destination country’s customs authority. For questions about a specific order, email games@orbitdvd.com before purchasing.
9. Returns & Exchanges
How long do I have to request a return?
Our policy allows 30 days after receiving your item to request a return, subject to eligibility and exclusions. Email games@orbitdvd.com before sending anything back. Unauthorized returns will not be accepted.
How must an approved return be packed?
Return the item in the condition received and protect it in a cardboard box with bubble wrap, preferably the original shipping box. Items damaged because of insufficient return packaging will not be accepted.
Who pays return shipping?
If you no longer want an item, you must pay return shipping and the original shipping charges are not refunded. If a return is accepted, follow the instructions provided by our support team.
Are there items that cannot be returned?
Yes. The published policy excludes clearance items, items labeled “damaged,” sale items, and gift cards, among other condition-specific restrictions. Refer to the complete Returns and Exchange Policy for all exceptions.
10. Contact Orbit DVD Games Support
How do I get help with an order?
Email games@orbitdvd.com with your order number and a short explanation. For damaged or incorrect orders, attach the requested photographs.
