Retro Island Gaming Shipping Protection Policy

Retro Island Gaming Shipping Protection Policy

Retro Island Gaming offers an in-house shipping insurance service to provide customers with added protection for their orders. This policy ensures that in the event of lost, stolen, or damaged shipments, customers can receive a replacement or store credit according to the terms outlined below.

Coverage Details

  • Lost Shipments: If a package is marked as lost by the carrier (no delivery scan), a replacement or store credit will be issued after a reasonable waiting period (typically 7–14 business days from the estimated delivery date).
  • Damaged Shipments: If an order arrives damaged, customers must provide photographic evidence of the original outer packaging and item(s) within 48 hours of delivery to qualify for a replacement or store credit.
  • Stolen Shipments: If a package is marked as delivered without a signature requirement but is not received, customers must notify us within 48 hours and provide an official police report or U.S. Postal Inspection Service (USPIS) mail theft report number for claim review. Packages that are successfully delivered and signed for at the designated shipping address (Signature Confirmation) are deemed fully fulfilled and are strictly excluded from theft coverage.

Exclusions
The following are strictly not covered under this policy:

  • Orders shipped without in-house insurance.
  • Packages with a verified carrier signature on delivery.
  • Packages delayed but still marked as in transit by the carrier.
  • Minor packaging/box damage that does not affect the item’s functionality.
  • Packages delivered to an incorrect address due to customer input error.

Claim Process
To file a claim, customers must:

  1. Contact our support team at support@retroislandny.com within the required timeframes.
  2. Provide the order number and required documentation (e.g., photos for damaged items, official police/USPIS case numbers for stolen items).
  3. Allow up to 7 business days for claim review and carrier verification.

Resolution Process
Upon approval of an eligible claim, customers will receive:

  • A direct replacement of the exact item purchased (subject to availability).
  • Store credit equal to the value of the item if a direct replacement is out of stock.

Note: Cash or card refunds are not issued for theft or delivery-dispute claims under this policy.

Opting into Shipping Insurance
Customers can add in-house shipping insurance at checkout for a small fee. By purchasing in-house shipping insurance, customers agree to all terms and documentation requirements outlined in this policy. Retro Island Gaming reserves the right to modify this policy at any time.