FAQ

    Payment, Shipping, & Returns

  • What payment methods do you accept?
    We accept all 4 major credit cards, American Express, Discover, MasterCard, & Visa through PayPal. We also accept PayPal payments, personal checks, business checks, cashier's checks, and money orders. Orders paid for via a business check or personal check will be held for 10 business days before processing begins to allow the check to clear the bank. Please make checks and money orders payable to Tidewater Games.
  • Why are some prices more than what I see elsewhere? Do you price match?
    Yes, we do offer price matching on most used items, however, if the competition's retail price is lower than our cost we paid to acquire that item, then we unfortunately will be unable to match that price. At Tidewater Games, we try to offer fair and competitive pricing for every product and service we carry/offer. But as this is a business, ideally, we do not want to lose money which would be the case if we matched prices below our costs. For used products, we generally base our pricing on sources like Price Charting (AKA VideoGamePriceCharts/VGPC), eBay, Amazon, and supply and demand for that particular product.

    Unfortunately we cannot currently afford to price match for our new products for Switch, PS4, Xbox One, 3DS, Xbox 360, Wii U, PS3, Vita, & PC. If we were to do so, we would be losing money on every sale and would soon be out of business.

    We are a small business, not a mega corporation like Amazon, Target, Walmart, etc. We are not able to buy thousands of copies of a game, system, or accessory like these retailers can. We are only able to buy a few at a time, thus the shipping costs from our suppliers are much higher. Because of this, and because we offer free shipping on all orders over $20.00 (a lower minimum than all three of these companies), a lot of the time, we have added the shipping costs into the cost of the items because we believe that most customers will want to get free shipping. However, if you'd rather pay for shipping directly and not use free shipping, we can discuss discounting the price of the item to account for this.

    If you'd like to see this policy changed and for us to go back to pricing items without the shipping cost added (and without free shipping on items over 1 lb in weight [i.e. consoles, large accessories, etc.]), please contact us and let us know.

    Another reason for the prices we have is that at TWG you're not only buying a product, but you also receive top of the line customer service along with our outstanding 180 Day Money Back Guarantee return policy (which is far more than what any of these other retailers offer [excludes items released in the past 30 days, and all collectibles, magazines, guides, etc.]). We are gamers too and we try to run this business and website with gamers in mind, one that we'd like to shop at.

    Additionally, all of our used games are guaranteed to be 100% authentic unless otherwise indicated. As of December 2018, we do not sell any reproduction games and currently have no plans to do so.

    On top of that, we do our best to provide you with photos of the actual used items you'll be receiving whenever possible (for in stock items, backordered items are excluded). Not satisfied with the condition of an item shown in the images? Pick Good instead of Acceptable, or Very Good, Like New, etc. Most used items offer these condition options when you're viewing that item's product page. If your chosen condition is not available, please contact us and we'll try our best to find a copy of that game, system, or accessory in your preferred condition.
  • Do you offer discounts? What about coupons or promo codes?
    TWG currently offers 4 different types of discounts. We have various sales throughout the year. For example we might have a Black Friday Sale. All sales are set at 10% off unless otherwise stated. We also offer an employee discount of 15% on all used products year round, regardless of any sales that might be occurring. Approved retailers in our wholesale program are eligible to receive a 10% discount on all used products year round. If you're a Tide Breaker Member, you'll receive 15% off on all used products year round regardless of sales, while you maintain an active membership. Currently, only our Tide Breaker Members are eligible for discounts on new products (when they are not on sale) as we would be selling them at cost if we offered them to non-members.

    Active coupon and promo codes can be viewed in our Discounts, Promotions, Sales, & Coupon Codes section of our website.
  • Do you offer free shipping?
    Yes. TWG offers free shipping on ALL orders over $20.00 that are being shipped within the U.S. If you wish to use free shipping, please select the FREE Shipping option during checkout. Please Note: If you select free shipping, your order will be shipped using the cheapest method available, which can take anywhere from 5 to 10 business days. If you need your order sooner, please select one of our expedited shipping methods.
  • What other shipping methods you offer?
    As of January 2019, TWG offers most available shipping methods through USPS, UPS, and FedEx (FedEx is available for US orders only). Simply select your desired service at checkout and your order will be sent via the method you chose.
  • How much does shipping cost?
    As of 2019, our shipping costs are based on a combination of average rates from USPS, UPS, and FedEx as well as miscellaneous fees, such as packaging costs (the box/envelope, tape, bubble wrap, etc.), printing, etc.). We also offer free shipping within the U.S. for ALL orders over $20.00, no coupon required, simply select the free shipping option at checkout. For orders being shipped within a 30 mile radius of Hampton/Newport News, VA, TWG also has a flat rate ($5.00 per order) local overnight delivery service called Tide Crasher Local Overnight. A TWG employee will deliver your order to a shipping address of your choice (within 30 miles of TWG) for a price similar to what you would pay for ground shipping.
  • When will I receive my order? How long does it take you to ship an order?
    Orders for in-stock products usually ship within 24-48 hours of purchase. Orders with Backordered items usually ship within 5-10 business days of purchase, sometimes it may be sooner than that if our suppliers can get your item(s) to us sooner. Pre-Ordered items ship on their release date or whenever the manufacturer/publisher/distributor allows us to ship those items. Rest assured if there is a delay beyond this you will be contacted ASAP regarding the estimated ship date and a reason for the delay.

    Transit times vary by carrier and due to factors beyond our control such as carrier volume, weather delays, mis-routing, etc. International orders may be subject to customs related delays. TWG is not responsible for any of these delays. For transit time information once your order has been shipped, please refer to the map located on our Shipping & Returns page or the information located next to the shipping method you selected at checkout.
  • Do you ship overnight, next day, 2nd day, 3 day, etc.?
    Yes. Tidewater Games provides any and all shipping methods available through USPS & UPS. We also offer a low cost, flat rate ($5.00 per order) local overnight service called Tide Crasher Local Overnight. This service is only available for orders shipping within a 30 mile radius of Hampton/Newport News, VA.
  • Do you ship internationally?
    Yes. Tidewater Games provides any and all shipping methods available through USPS & UPS (except for USPS International, as it is too slow/unreliable). However, TWG is not responsible for delays due to customs related issues. In addition, we are not responsible for any tariffs, taxes, or fees imposed by customs.
  • Do you ship to APO/FPO boxes?
    Yes. Tidewater Games ships to all APO/FPO addresses via USPS.
  • Do you ship to PO boxes?
    Yes. Tidewater Games ships to all PO box addresses via USPS.
  • Do you ship to non-continental addresses, i.e. Alaska, Guam, Hawaii, Puerto Rico, etc.?
    Yes. Tidewater Games provides any and all shipping methods available through USPS, UPS, and FedEx.
  • How do I return some or all of my order?
    Please visit our Shipping & Returns page for our full Returns Policy as well as information on how to return your item(s).
  • Miscellaneous Information

  • What happens if I find a pricing error on the website?
    We try to keep our website updated and to have an error free website, but as we are human, we do make occasional errors. Tidewater Games reserves the right to contact you and correct pricing or other errors prior to processing your order. We will be happy to ship your item(s) at the corrected price(s), or you can choose to cancel your order and we will refund you in full.

    Additionally, we also reserve the right to cancel your order and refund your money because of pricing errors or other errors (or for any other reason not prohibited by the laws of Virginia or the United States).  You also have the right to cancel your order should you choose to do so if there is a pricing error or other error.
  • I found a different error on your website, who do I contact to get it corrected?
    You can e-mail us through our contact page, message us on Facebook or Twitter, or call-us toll-free at 1-866-TWGAMES and we'll get it taken care of. Thank you for helping to improve our website.
  • Why do I have to pay for insurance on expensive items? Why is a signature required for expensive items?
    As mentioned above, we want you to get your system, collector's edition, or other expensive item intact and in the condition you expected when ordering. Requiring insurance for all items priced $100.00 or more helps protect both you, the customer, and us the retailer. In the event your expensive item were to get lost or arrive damaged, the insurance coverage allows us to file a claim with the shipping carrier. Once the carrier has approved the claim, we will be able to send you a replacement at no additional cost to you beyond what you originally paid. Or if you'd prefer, we will be able to refund you for the full amount of your order should you not want a replacement. Without the insurance, we would not be able to send a replacement or refund you as we are a Mom and Pop business, not a giant corporation and we cannot afford to send replacements or refunds for these items without being reimbursed by the carrier.

    As for requiring a signature for items priced $100.00 or more, this also helps to protect us both. With today's popularity of online shopping, packages sometimes are stolen from people's mailboxes or porches when they are not home to receive the package. Requiring a signature for delivery of these items helps prevent that. We also don't want your expensive item to get damaged by rain, snow, sleet, hail, or other bad weather.

    As an added protection against damage, TWG ships all small items priced $100.00 or more in plastic containers (large consoles or other large items ship with triple layer bubble wrap instead) which are then placed within the shipping box. This helps to protect your item(s) from being crushed if the carrier places something heavy on top of the box and from being damaged if they were to drop the package.
  • I didn't purchase optional package insurance and an item I ordered arrived damaged/defective or was never received. What do I do now?
    It depends on the shipping method you selected and the total of your order. Please refer to the charts below to see if your order included free insurance or not.

    The chart below shows shipping methods and order amounts that include free insurance. If your order was shipped using one of these shipping methods and your order amount was within the range specified, we will refund or replace your order after we have been reimbursed by the shipping carrier. If your package was never received and your order qualified for free insurance, we will send you replacements or refund your order once we have been reimbursed by the carrier.

    Shipping Method Order Amount
    Any FedEx Method Up to $100.00
    Any UPS Method Up to $100.00
    USPS Priority Mail (domestic) Up to $50.00
    USPS Priority Mail Express (domestic)                                   Up to $100.00
    USPS Priority Mail or higher (international) Up to $200.00
    Tide Crasher Local Overnight         N/A

    The next chart shows shipping methods and order amounts that DO NOT include free insurance. If you wish to have insurance for your order when using one of these services, you must select to purchase optional package insurance prior to checkout. If you are ordering multiple items in the same order, we will refund you the difference in the insurance price, as currently optional insurance is paid for on a per item basis.

    Shipping Method Order Amount
    Any FedEx Method Over $100.00
    Any UPS Method Over $100.00
    USPS Priority Mail (domestic) Over $50.00
    USPS Priority Mail Express (domestic);                                       Over $100.00
    USPS Priority Mail or higher (international) Over $200.00
    USPS First Class/Retail Ground or lower Any Amount
    Tide Crasher Local Overnight Any Amount

    Please note, if you did not purchase optional insurance, we may still be able to help you. Please contact us and we will check with our supplier(s) and see if they will reimburse us for the item. If so, you will be required to return your damaged/defective item to us. Once we receive your return and we have been reimbursed, we will refund your order. Unfortunately, if our supplier(s) will not reimburse us, we will only be able to offer you a 50% refund. In order to receive your 50% refund for a damaged/defective item, you must return the item to us.

    By offering a 50% refund and you returning the damaged/defective item to us, it will be considered even. This way neither us (the retailer), or you (the customer), have to lose out the full amount of the order. As we are a very small business (commonly known as a "Mom and Pop" business), we cannot afford full refunds or replacements without reimbursement from the carrier (FedEx, UPS, or USPS) or our supplier(s). We apologize for any inconvenience this causes you and thank you for shopping with us.
  • How do I cancel my order? How do I change my order?
    If your order is still in Pending status, you may simply e-mail us or call us at 1-866-TWGAMES to cancel your order. A refund will be sent to you within 5-10 business days, depending on your card issuer. If you paid by check, we will issue you a check refund within 5-10 business days. If you paid by money order, a money order refund will be sent within 5-10 business days. If you wish to change your order at this point, you may do so by contacting us through either method above.

    Once your order has begun processing, there are additional steps to cancel or change your order.

    If you ordered any backordered or pre-order items, we will need to cancel these items with our supplier(s). Once they have cancelled these items, we will refund your payment method for the difference. If they cannot cancel these items, we will have to wait until we receive the item(s). Once we have received these items, we will initiate a return with our supplier(s) and request a refund from them. Once they have given us a refund, we will be able to refund you via your original payment method.

    This also applies if you want to change an item you ordered to a different one.

    If our supplier(s) refuse the return, we will be unable to refund you for the item(s) as we are a very small business and cannot afford to offer refunds on non-returnable merchandise. We apologize for any inconvenience this may cause you.

    If you ordered only in stock items, we will cancel your order and refund you via your original payment method.

    If your order has already been shipped, you will need to either refuse delivery or return the item(s) to us to cancel or change your order. Once the item(s) have been returned to us, we will refund you via your original payment method. If your order was eligible for free shipping, we will be able to issue you a prepaid return label if you are unable to refuse delivery. If your order was not eligible, you will need to return your order to us at your expense if you are unable to refuse delivery. We apologize for any inconvenience this may cause you and thank you for shopping with us.

    Below is a handy reference chart for when you can cancel/change your order.

    Order Status                             Item Status                           Cancellation Window
    PendingIn StockMay cancel until order has been shipped
    ProcessingIn StockMay cancel until order has been shipped
    ShippedIn StockCannot cancel, please return order
    PendingBackorderedMay cancel until has started processing
    ProcessingBackorderedCannot cancel, please return order
    ShippedBackorderedCannot cancel, please return order
    PendingPre-OrderedMay cancel until 10 days before release
    ProcessingPre-OrderedMay cancel until 10 days before release
    ShippedPre-OrderedCannot cancel, please return order

    Please note, digital downloads (i.e. game downloads, digital gift cards, etc.) cannot be cancelled once your order has been submitted.

    If your order received a promotional discount, a quantity discount, or any other discount and cancelling that item would change your order total, your total will be recalculated and credit card charges may apply.

    All sale items are final. Any items that are on sale and purchased during that sale will not be eligible for returns, refunds, or exchanges.

    For example, if we had a sale where all used games were 10% off, if you purchased a used game during while that sale was active, you would be unable to return it or exchange it. However, non-sale items, such as new games would still be eligible for returns, refunds, and/or exchanges.
  • Used Products Information

  • What is the condition of XYZ used game, system, or accessory?
    At Tidewater Games, you are able to pick the condition you want of most products on their product page. We have several conditions. These are: New, Used-Like New, Used-Very Good, Used-Good, and Used-Acceptable. Conditions are determined based on management discretion. Photos of the actual items being sold are used for most in-stock used products wherever possible, so you can get a good idea of the product's condition before you buy. You are welcome to request additional photos or a video of the product as well.
  • Do you clean, test, and/or repair used games, systems, and/or accessories?
    TWG cleans & tests all used items we sell whenever possible. If an item is untested, that will be indicated on the item's product page. In addition, we offer a 180-Day Money Back Return Policy for most items (new releases [items released in the past 30 days] are returnable within 30 days, as are collectibles, guides, magazines, books, etc.) Rest assured that all used games, systems, and accessories are clean, working, & tested prior to being listed for sale unless otherwise indicated. We also re-test all products prior to shipping them to you and will contact you if there is any problem with your item(s) prior to shipment.

    At this time we do not offer a repair service for games other than our retro cartridge battery replacement services. However, we do offer a 72-pin repair service for NES consoles. In addition we also offer cleaning services for games, systems, and accessories for just about every platform. Check out our Services section for more info.
  • Speaking of services, how do I use your cleaning or repair services? Do you offer any other services? Where do I send my items to be cleaned/repaired?
    If you wish to have an item cleaned or repair, simply add the appropriate service to your cart and check out like normal. Then you'll need to pack your item up and send it to us at:
    Tidewater Games
    Attn: Services
    PO Box 3291
    Newport News, VA 23603

    Once we receive your item we'll perform the service and then send it back to you. Cleaning services are generally done within 24-48 hours, while repair services can take up to a week, depending on how difficult the job is. Larger orders can take up to a week or more, depending on the volume of products being cleaned/repaired. An estimated completion time will be sent to you once work has begun.

    Currently as of December 2018, we do not have any other services, other than offering the ability for you to purchase optional package insurance or an optional signature confirmation. We hope to offer additional services in the future.