Our Policies
Return Policy
-
Return Payment: All returns will be issued in the payment method used at purchase.
-
Quality Guarantee: If you are experiencing a malfunction with your game or device, you may return it to the store with your receipt for a full refund within 30 days.
-
Satisfaction Guarantee: If you are displeased with your purchase for any reason apart from malfunction, you can return the product within 7 days with a receipt for a full refund or another product of equal value. This will only be permitted twice every 90 days.
-
Console Restocking Fee: If you return a console for reasons other than malfunction, you will be assessed a restocking fee of 10% ; Accessories have a restocking fee of 5%.
-
Return Limits: We cannot accept Quality Guarantee returns after 30 days, or Satisfaction Guarantee returns after 7 days. We will also not accept returns with excessive damage beyond ordinary wear and tear. Furthermore, we reserve the right to refuse any return for any reason if we suspect abuse.
-
Sealed Products: In the event that a sealed product, including new games, is returned with the seal broken for any reason other than defect, it will be returned at Used Game return price.
-
Non-Returnable Items: The following items cannot be returned and are sold as is: trading cards, dvds, blu-rays, magazines, strategy guides, toys, skylander figures, amiibos, miniature figurines, consumables, and display pieces.
Pre-order Policy
-
$5 Minimum Deposit (Non-Refundable): To preorder an item, we require a minimum $5 non-refundable deposit. You can pay more than this upfront, up to and including the total cost of the item with tax. If you make a partial payment but do not collect the item within the allotted time, you will be issued a refund your deposit amount, minus the non-refundable $5.
-
Identification Required: When placing and collecting a preordered item, we will require photo identification.
-
30-Day Hold: You have thirty days from the launch date to either pickup the item or make arrangements. If you require additional time, we can hold the item for a maximum of 90 days from launch date.
-
Street Date Notice: We will endeavor to have all items available by street date. Please note that in some exceptional circumstances, items may be delayed. Even in this unlikely event, you are still guaranteed your copy. Furthermore, dates of maximum hold will be ammended accordingly.
Trade-In Policy
-
Trade-ins are at the discretion of the sales clerk on duty. We reserve the right to refuse trade-ins for poor condition, overstock, or any other reason.
Trade-ins are final. We cannot return trade-in items on completion of transaction.
-
We will refuse outright any product we suspect to be bootlegged, stolen or otherwise illegally obtained. We also accept no reproduction carts or software mods. Hardware mods are acceptable, but subject to testing.
-
Market values fluctuate. If you refuse a quote, we cannot guarantee you will receive the same offer at a later date.
-
Trade-ins take time. We will devote no more than two employees to a single trade-in effort and we will prioritize purchases.
-
If you need to leave during a trade-in, or if you have an especially large bulk trade, ask an associate for a Trade Hold form.
-
Bulk trades or high value trades will be required to fill out a Hold Form and will be processed in the order recieved. Process time will vary based on the order and queue.
ID policy
In an effort to protect our customers and their property, it is the policy of Rocktown Games to require Photo Identification during the following transactions.
-
All Trade-Ins: We will require identification during any trade-in, whether cash or store credit is accepted. Even if you have an account with us, we may still require an ID for your security.
-
Adding Authorized Users: When adding an authorized user to your account, both you and the person you are adding must show their ID. Only authorized users may finalize transactions on your behalf. Such users cannot be authorized over the phone or email; this must be in person.
-
Preorders / Item Holds: If you place an item on hold, or preorder an item, we will require identification.
-
Item Pick-Up / Drop-Off: Any time an item is being dropped off for a potential trade, ID will be required. Furthermore we will require ID to be shown to pick up any item that is held for any reason.
-
Credit Redemption:
ID will be required during redemption of store credit, reward points, promotions or giveaways. -
Honoring Discounts: Relevant employee, service or branch ID may be required when honoring Community Heroes Discount or Educator’s Weekend Discount.