FAQs & Help Topics
Please check our processing times under the shipping category. We assure you that we are working on your order and will update you if we have questions or if there will be any delays.
You may request an order cancellation within 48 hours of your purchase. After that, most orders are considered final. Here are the accepted cancellations and timeframes:
- Product orders - Can be cancelled if requested within 48 hours on most products. Some exceptions may apply.
- Build-to-order/Custom & personalized - These are considered final. However, you may request cancellation if it is within the 2-week timeframe.
If you need further assistance, please reach out to our customer service team via HelpDesk.
Please contact us by going to our contact page and filling out our form. Please include your order number and any details you may have missed to include when you submitted it. We may still be able to accomodate the ask if we haven't shipped the item yet. Any additions to the order may result in additional fees that will need to be paid.
Current processing times for products are 3-5 business days. Holidays and product shortages may affect this.
Mail-in services can take 2-3 weeks depending on complexity of the repair needed.
Currently, due to the overwhelming amount of orders in the queue, we require 7-8 weeks to complete and ship custom and personalized console orders.
Please contact us for assistance. It could be that if you are outside of the U.S. we may not be able to ship to your country due to certain restrictions, laws, and/or regulations.
If an order shows as delivered, but you did not get the item, a claim can be filed as a loss of package. Insurance claims take a couple of weeks to process. Reach out to HelpDesk for assistance.
We recommend to double check the mailing address before submitting an order to ensure it is correct. If you placed and order but would like to change the mailing address, please reach out to us within 24 hours to see if it is eligible to be changed or we may cancel the order and you can place a new one with the correct shipping address. You can reach out to our HelpDesk team for further assistance.
Please contact us if there are any issues with your order. All of our products are tested thoroughly before shipping. We can fix, send you another one, or refund you but we will require that you ship the item back to us. Once we receive the defective item, we will process an exchange, fix or refund. Reach out to HelpDesk for further assistance.
It is possible to return an item and get a refund if the item is returned within 7 days of delivery. If a return is approved, once we receive the package, we will inspect the item to make sure it is in good condition before a refund is sent to you. However, a 25% restocking fee + shipping costs will apply. If you'd like to return an item or items you purchased from us, please reach out to us via HelpDesk.
- Returns and refunds do not apply to custom console orders because they are personalized.
- Returns and refunds do not apply to international orders (outside of the U.S.).
We cannot add or show you how to add games to your PSP.
We do not include games in PSP orders.
Unfortunately, we do not have a timeframe on when they'll be back in stock. They are apparently not in production anymore, not sure of the reason. We are hoping they will be manufactured again in the future but for now do not expect them to be back in stock anytime soon. We will update this question and stock as soon as we get detail on availability of this product.
Yes, currently for GBA, GBC and PSP consoles only. Please reach out to us and let us know what you need and we may possibly help you with your existing console.
You can submit a help request to us on this page: https://geniusgamemods.com/pages/help-desk