Store Policies/FAQ

• What form of payment do you accept?
  
  We accept Visa, MaterCard, Discover and American Express. We're sorry, but at this time, we do not accept PayPal.
  
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• How can I contact VideoGameInstructionBooklets.com by phone about my Online Order?
  
  
  
  In order to keep costs down for our Internet customers, we do not have phone operators available to handle inquiries on online orders. Please use the 'order status' link on the left hand side of the page for the most up-to-date information about your order. Should you still have questions, please send an Email to: sales@videogameinstructionbooklets.com. Be sure to include your full name and invoice number when Emailing to avoid any delays in researching your request.
  
  Phone operators in other departments do not have access to online orders. E-Mail is checked daily and responded to within 3 working days. If you are unable or unwilling to communicate with us exclusively by E-Mail, please do not place an order.
  
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• How can I find out the status of my purchase?
  
  You will receiving a shipping notification E-Mail when your order is shipped. For additional information, please use the 'order status' link on the left hand side of the page. Should you still have questions about your order, please send an Email to: sales@videogameinstructionbooklets.com. Be sure to include your full name and invoice number when Emailing to avoid any delays in researching your inquiry. Email inquiries are responded to within 3 working days.
  
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• How can I return or exchange an item?
  
  Items may be returned within 14 days of the ship date for a refund of the purchase price (purchase price does not include shipping and handling charges). Please note that you are responsible for any costs associated with returning an item to us.
  
  We do not handle exchanges by mail. If you wish to return an item you have ordered, and purchase a different item, the two transactions will be handled separately. You will need to place a new order through our website for the item you wish to purchase. To return an item for a refund, send it with a copy of your invoice and a brief explanation of the problem. Items returned without a copy of the invoice are subject to an indefinite delay in processing. No specific RMA # is required, just be sure to address your package to the address provided below. Once the package is received, a refund for the purchase price will be issued.
  
  Please send the returned merchandise to the following address:
  
  BRE Instructions
  352 W. Bedford Ave, Suite 104
  Fresno, CA 93711
  
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• What if I receive an incorrect item with my order?
  
  If the item received was not what you ordered, send the item back with a copy of your invoice, and a brief explanation of the error. You are responsible for shipping charges associated with sending the item back to us, however, we will send you the correct item at no additional cost. Once the merchandise is received, either the appropriate exchange will be made or, if we are unable to fill your original request, we will issue a refund. Items received without a copy of the invoice are subject to an indefinite processing hold.
  
  Send the package back to the following address:
  
  BRE Instructions
  352 W. Bedford Ave, Suite 104
  Fresno, CA 93711
  
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• What are your shipping methods and how long will it take to receive my order?
  
  Our policy is to process all orders promptly. Most orders are shipped within 2-3 working days. If there is a significant delay in shipping your order or we are unable to process your order, we will contact you by E-Mail. You can expect to receive orders shipped by:
  • USPS First Class Mail: within 5-8 working days
  • USPS Priority Mail: within 3-5 working days
  • UPS Ground: within 6-9 working days
  • UPS 3 Day Select: within 3-5 working days
  • Alaska/Hawaii/PR/VI/Guam, APO/FPO Boxes: within 10-14 working days
  • International Shipments: within 28 US working days


"Working days" do not include weekends or holidays.

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• How much will shipping and handling cost?
  
  During the checkout process the various shipping options and rates will be displayed. Shipping charges are based on the shipping method selected, the size and weight of your order and your location. Please be sure to select a valid shipping option. If you live in the United States, please do not select the International Shipping option and vice versa. Doing so will cause your order to be automatically canceled.
  
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• How can I track the shipment of my order?
  
  Upon shipment of your order, you will receive a shipping notification E-mail. If your shipment had a tracking number associated with it, you will receive the tracking number in the shipping notification E-Mail. Order shipped via United States Postal Service (USPS) have delivery confirmation numbers.
  
  If you have not received your package within the time indicated in your shipping notification E-Mail, please send an Email to: sales@videogameinstructionbooklets.com. Be sure to include your full name and your invoice number to avoid any delays in researching your inquiry. Please allow up to 3 working days for us to research your inquiry and respond by E-Mail.
  
  For orders shipped with a tracking or delivery confirmation number, you may visit the courier's website directly and enter the tracking information for an immediate update on your shipment.
  
  
  
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• Do you ship to addresses outside of the United States?
  
  Yes. We ship to almost all countries. Some countries are on a restricted list and we are unable to ship to those countries. If you place an order and reside in a country we currently do not service, your order will be canceled and a full refund will be issued back to your credit card. We apologize in advance for any inconvenience.
  
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• Can you tell me if the artwork I want to buy is the "Original" or "Greatest Hits" edition?
  
  As our inventory is constantly changing, we cannot tell you in advance if your order will be filled with an original or greatest hits version of the artwork. However, if you only want the original version, place the following text in the 'special instructions' text box during checkout:
  "Do not want Greatest Hits. Cancel item if Standard Version is not available."
  
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• How do promotion codes (aka: coupon codes) work?
  
  From time to time, we may issue promotion codes for various specials and/or sales on our website. During the checkout process, you'll be asked if you have a 'promo code' that you would like to use. Simply enter the code into the box and the discount will be reflected in your shopping cart. You should also receive a message on the invoice that indicates you are receiving a promotional price on certain items in your shopping cart.
  
  Unless otherwise specified, promotion codes are limit one per customer/shipping address. Promotion codes may not be combined with any other offers or coupons and are not available for use on previous orders.
  
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• I picked the in store pickup option as my shipping method. Why was my order canceled?
  
  This option is only available to those customers who are able to pick up their orders in person at our Fresno, CA retail store. If you live outside the Fresno or Madera Counties, your order will automatically be canceled by our system. If you live outside of these counties, but will be traveling to Fresno, CA and would like to pick up your order at our retail store, please indicate that in the 'special instructions' section of the order checkout process.
  
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• I forgot an item on my order. Can you add it for me?
  
  Our system does not currently support the ability to add items to orders already placed and re-charge your credit card. You can either place a new, separate order for the item(s) or we can cancel your order and you can place a new one. Please note that if you elect for us to cancel your order and you used a promotion code, you will not be able to use the promotion code on the new order. We apologize for any inconvenience.
  
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• Do you special order titles?
  
  We have the most complete inventory of replacement items on the market. We have such a variety of items that other video game stores and companies special order from us. Chances are that if you cannot find it here, you can't find it anywhere.
  
  Our website is updated approximately every 8-12 weeks with new inventory. If you can't find the item that you are looking for, be sure to check back often to see if we were able to get it in.
  
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• Can I contact VideoGameInstructionBooklets.com any other way besides Email?
  
  Yes! You can "Like" us on Facebook and "Follow" us on Twitter. Customer service representatives monitor and respond to comments/questions throughout the day, seven days a week. Hey, someone may have already asked your question and you may be able to get an instant answer by reading through the recent posts!
  
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