Frequently Asked Questions
Store Related Questions -
Q: Do you have a brick and mortar shop I can come visit?
A: At this time Stone Age Gamer is only on the internet. We have dreams to eventually open a brick and mortar shop, but that is probably a few years down to road.
Q: Where is Stone Age Gamer located?
A: Our main warehouse is in Howell, Michigan, U.S.A. However we also have a secondary warehouse in Salem, Ohio, U.S.A.
Order Related Questions -
Q: My order was declined, but my credit card was still charged.
A: Most likely your card was not charged. This is a temporary funds verification and will go away within 24 hours (however it will most likely be gone after a couple of hours. We never receive any funds when your card is declined, so there is nothing for us to refund.
Q: I attempted to order, but I keep getting an error, what should I do?
A: There are rare occasions when cards will not go through. Please try again, if it continues to happen please e-mail orders@stoneagegamer.com and we will send you a link to checkout on PayPal (no PayPal account required).
Q: Can Stone Age Gamer take orders over the phone?
A: No, at this point in time Stone Age Gamer does not take orders over the phone.
Q: What payment methods do you accept?
A: We accept Visa, Master Card, American Express, Discover/Novus, PayPal, Google Checkout and Money Order (Domestic Only).
Q: Do I need to sign-up for Google Checkout to purchase items from your site?
A: No, if you do not want to use Google Checkout for your purchase just click the Checkout Now button above the Google Checkout button.
Q: How do I return an item?
A: Please read our Return Policy for the most detailed information regarding returning items to Stone Age Gamer.
Q: How do I pay with a Money Order?
A: Paying with a Money Order is simple. During the checkout process when you are selecting a billing type make sure you select Money Order.
We will send you an e-mail with these same instructions within 24 hours after your order. If you do not reply to that e-mail within 3 days letting us know when the payment was mailed your order is automatically canceled. We will hold the item(s) you ordered for 2 weeks, if payment is not received the items will be re-listed on the website.
Q: I do not live in the U.S.A. can I still pay with a Money Order?
A: No, only U.S. residents can pay with Check or Money Order.
Q: I would like to order a large volume of some of your products. Do you offer bulk ordering?
A: Yes we do! Please CLICK HERE for more information.
General Shipping Related Questions -
Q: What shipping carriers do you use for shipping?
A: We currently use UPS (Domestic Only) and the United States Postal Service (Domestic & International) as our main carriers for shipping.
Q: How long does it take before my order ships?
A: Orders placed before 4:00PM that day often leave our facility by 7:00PM. Large or complex orders might take up to one business day to leave our facility.
Q: I was going to order from your site, but shipping seemed high. Why?
A: We do mark shipping up slightly for handling, however there are cases where shipping might be higher than expected because it is most likely coming from multiple warehouses. One warehouse mainly handles newer items where the other handles the majority of used consoles and games. In the case where an order is a mix and match of items from both warehouses the shipping is calculated from both locations for the items coming from those locations. Unfortunately our software does not have the ability to display this to the customer. The best way for the customer to know where each item will be coming from is to look at the Product Number. If it begins with SAG it is coming from our main warehouse, if it begins with OMJ it is coming from our secondary warehouse.
Q: I received 2 tracking numbers, why?
A: This most likely means your order is coming from multiple warehouses.
Q: I got an e-mail from Stone Age Gamer saying my order has shipped, but my tracking information does not, why?
A: We mark orders as shipped once they have been picked-up by the carrier or dropped off at a carrier's location. This does not mean they have been entered into the carriers tracking system yet and it does not mean that your package is in transit yet.
Q: I ordered 2-day shipping and did not get my order in two days, why?
A: Please understand that over night, 2-day, or 3-day shipping does not mean you will receive your order in that amount of days from the day you placed your order. First UPS does not deliver on weekends (unless you pay extra, which we do not) and those days are not counted in your days of transit. Also, they do not often count the day your order shipped as a day of transit and some packages can take up to 48 hours to leave our facility.
Q: My USPS tracking information hasn't updated and my order shipped a few days ago, why?
A: USPS has pretty poor tracking compared to other shipping companies. Often tracking information is very uninformative and sometimes updates very slowly or does not update at all until the item is even delivered.
Q: My UPS tracking information says my package was rescheduled, why?
A: Do not panic. Often packages will get rescheduled because their estimated time or day of delivery was based on when the shipping label was printed on not when it actually started intransit to your location. If your package was rescheduled and it does not arrive within UPS's operating standards please contact us and we will attempt to get a refund from UPS and pass it on to you.
Q: Its been much longer than expected for my order to arrive. What should I do?
A: Please e-mail us at orders@stoneagegamer.com to let us know. We will contact the shipping carrier to attempt to resolve the situation. For Priority Mail International orders please wait 2 weeks before contacting us. For First Class International orders please wait 6 weeks before contacting us.
International Shipping Related Questions -
Q: Do you ship internationally and to APO/FPO?
A: Yes, we ship all over the world. However, you must read our International Shipping Disclaimer before ordering. This disclaimer does not apply to APO/FPO.
Q: I had to pay extra fees to receive my item once it arrived in my country, can you refund me for those fees?
A: Those fees you are referring to are duties (taxes). Stone Age Gamer is not responsible to pay your taxes on imports. Before importing anything it is highly suggested you learn about your countries import laws and customs. Your only other option is to reject the package, however we will not be able to refund you anything until the package is received and we will not refund for the original shipping costs.
Q: How long does it take a package to get to my country?
A: Shipping time for international orders can vary quite a bit. Customs in many countries is very fickle. We ask you to wait at least 2 weeks for Priority and 6 weeks for First Class before contacting us about a shipment that has not arrived.
Q: Where is my tracking number?
A: We do not receive typical tracking numbers with international orders. We receive Customs Numbers. These numbers often start with two letters (i.e. CJ, LN, etc.) and end in US. You will see this in your shipping confirmation e-mail. These numbers can be used to somewhat track a package, but we must call USPS to do this. Please note that First Class shipments can not be tracked once they leave the U.S.
Q: How much is it to ship to my country?
A: The system will determine your shipping costs once you have added the items you desire to your cart, click Check Out Now, fill in your address, and then click Next. The second step of checkout will display your shipping costs and options.
Q: When I put my zip or postal code into the shipping estimator on my shopping cart page it gives me an error or does not work, why?
A: Of course it won't work for international postal codes. This is for domestic only. To receive shipping costs for international orders you must have added the items you desire to your cart, click Check Out Now, fill in your address, and then click Next. The second step of checkout will display your shipping costs and options.
Q: Will you mark my order as a gift?
A: No.
Q: Will you change the declared value or items of my order so I can avoid paying duties (taxes)?
A: No. The reason for this is simple. We insure most of our international orders. Our insurance company requires that we insure what we declare. This means if your order (excluding shipping) is $100 and we only declare it as $25 and it gets lost we would only get $25 back from our insurance company. So basically we did you a favor and lost $75 for doing it.
Q: I do not know English very well. Is it okay if I order from you?
A: Yes of course, however we still expect you to understand enough English that if there were a problem with your order we can communicate with you. We also expect all international customers to read the International Shipping Disclaimer.
Q: How many international orders does Stone Age Gamer handle?
A: We receive thousands of orders a year and about 20 to 25% of those orders are international. So we ship many international orders a year.