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Customer Support
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For online orders, we accept PayPal, Australian credit/debit cards (excluding American Express), Zip, and bank transfers. In-store, we accept cash, Australian credit/debit cards (excluding American Express), Zip, selected gift cards, and gift vouchers.
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Your order number will appear after successfully completing the checkout – you will also receive a confirmation email with your order number. That order number is what you should place in the customer reference field so that we can match it with your order.
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In order for us to dispatch pre-ordered and back-ordered products as quickly as possible, we ask that customers pay the full amount up-front for orders. But don't worry -- if the product you order is cheaper upon arrival, we'll credit you the difference!
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Sadly we have stopped offering layby as a fulfilment option. We are only able to take deposits in-store on items that are available for pre-order.
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There are a number of reasons why this can be the case. For credit or debit card orders, each payment passes through a verification stage to ensure their security and validity. We would recommend that if your order is showing as on hold that you check your email or call our store for further details.
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Yes! Please reply to the order confirmation email with a request to cancel the order, and we can process a cancellation for you. Please note that once orders are packed we are unable to cancel them, so if you change your mind, please let us know as soon as possible! Additionally, we cannot process cancellations of orders via phone, or without the confirmation email attached.
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Reasons for declined payments include but are not limited to: use of international credit cards, verification issues, or issues with purchases made overseas. If you feel your order should be processing properly but isn't, please give us a call or send us an email with the details of your issue.
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Once you opt to collect your order in-store, that order joins a queue of orders to be picked by our in-store staff. Once collected, you'll receive an email from our staff indicating that it's ready for collection.
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To ensure that the collection of your order is as smooth and quick as possible, please ensure that you have a valid form of identification with you, as well as the invoice number for the order that you are collecting, and the credit card that you used to pay for the order (if applicable).
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Yes! In the order comments, please specify the name of the individual who will be collecting on your behalf. Alternatively, if you're suddenly unable to collect and need to make alternative arrangements, please reply to the order confirmation email to let us know, and we'll amend the order for you. We are unable to authorise changes over the phone, or without the confirmation email attached.
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We only send emails regarding orders ready to collect when the complete order has been picked. If an order can only be partially fulfilled, we hold off on sending the notification. If you'd like to pick up a portion of your order as they come into stock, please call our store or send us an email requesting it.
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Once we send the initial email indicating that your order is ready, we will send a reminder 5 days from that point. After 14 days, we will pass the money paid to store credit minus a $10 cancellation fee.
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If you've not yet received an email, don't fret! We may be in the process of preparing your order, or it may only be partially fulfilled. If it has been a few days time since your order was placed and you've not received communication from us, you are welcome to call us to check its progress.
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Yes! Please reply to your order confirmation email specifying the period of time you need before you'll be able to pick up your order.
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The Gamesmen does not have an explicit price matching policy. While we are open to the possibility of price matching in-store, we can't make guarantees. We do not price match online, or over the phone. If you've seen a product for cheaper than advertised in-store, please let our staff know and they will try to assist.
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We do often offer discounts and deals on specific products and bundles. In order to be the first to find out about them, follow us on social media, or sign up for our email newsletter!
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We are in a position to offer discounts for bulk orders. Please send us an email if you wish to enquire about what we can offer. Additionally, we are sometimes able to offer extra savings if you make large purchases in-store, so please feel free to ask.
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Some items allow back-orders: these are items that we expect to receive more of in the near future. You are welcome to check these items out as per usual, and we'll fulfil your order as they come in. Others may not offer you the opportunity to back-order: these will likely not come back into stock any time soon, if ever, but please call us if you'd like to double check.
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Not likely! As our stock updates in real-time, your order may have allocated the last product of that type that was in stock. If you're unsure, you're welcome to call our store to confirm your order with us.
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If you're coming to our store to purchase a particular item that you can see is in stock, please call us to have it put aside. Please note that our in-store staff cannot insure your product against online purchases, and can only hold the item for 24 hours, at which point it returns to our shelves. To ensure that the product you'd like is available, we always recommend purchasing online and opting to collect in-store.
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All products sold at The Gamesmen are usable within Australia. All consoles are Australian stock, and pictures on the product pages of games reflect the region that it is from. For the most part, all of our games are Australian stock, however there are notable exceptions: games that are out of print locally, or imported titles that have not seen a release here. There may be discrepancies with downloadable content for these titles, but the games themselves are fully functional.
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Orders are dispatched once all items in the order are in stock. If you've ordered a mixture of in stock and pre-order or out of stock items and wish to split the order, please contact us (additional shipping charges may apply).
When ordering online please refer to the shipping calculator on the product page for an estimated dispatch date.
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Generally speaking the best recourse is to check all common drop points like porches, letter boxes etc for the parcel or a sign of attempted delivery. If you've not already done so, this is a great first step. Beyond that, there are many reasons as to why parcels haven't shown up yet, such as incorrect mail redirection or an address issue. If your order is over 7 days past due, please contact us and we will do our best to chase up.
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There are circumstances in which orders are not dispatched during the expected time period. Orders with pre-ordered or out of stock items will be held until the product in question is available for dispatch; particularly large or complex orders may take some extra processing time; and lastly, orders made during particularly busy periods of time may incur some extra processing time. We appreciate your patience during these instances, but if you feel your parcel should have shipped but hasn't, please call our store or email us for an update.
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Our courier service performs pickups twice a day: once in the morning, and once in the afternoon. Orders placed before 9:30AM are eligible for same day delivery via the morning pickup, whereas orders placed after 9:30AM will be picked up in the afternoon for a next day delivery.
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If you've entered an old or incorrect address, you'll need to contact us immediately to have it amended. Either call our online orders department (02 9580 9888, then press 2 for online orders) or send us an email with the details of your order and have your amended address ready. Please note that if your order has already been dispatched, we'll be unable to amend the address.
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Yes! Please reply to your order confirmation as soon as possible indicating that you wish to cancel the order. Please note that if your order has already been dispatched, we'll be unable to cancel the order.
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There are numerous reasons why this can happen, including incomplete or incorrect addresses, failure to collect from the local Post Office, or if the recipient is not known at the destination address. Parcels that are returned to us can be re-shipped upon arrival, but will incur a re-delivery fee appropriate to the product sent. Please note that if no response is received after 30 days, we will consider your goods forfeit.
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Due to the possible discrepancy in shipping costs that additions, subtractions or replacements of products in orders can cause, we can cancel an existing order so that it can be re-placed with the correct items. If you wish to do so, please call our store or email us with details.
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Yes! Please call our store at (02) 9580 9888 or send us an email as soon as you know you'd like to upgrade your shipping and provide your order details. Please note that if your order has already been packed, we'll be unable to upgrade your shipping option.
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Across Australia, we offer both Standard and Express post options for all of our products. For customers in the Sydney Metro area, we also offer a same-day/overnight courier service. Available delivery options will be provided at checkout, or can be previewed on each product page using the delivery calculator.
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Certain items that can be shipped in tough bags will be sent via Letter Post so as to keep shipping charges low. If you believe that tracking details were not added in error, please contact us so that we can look into it for you.
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By default, orders with items that are either unreleased or on backorder will be sent when the out of stock items are available. If you are happy to wait for the complete order to arrive, nothing else needs to be done. However, if you wish for the in stock items to arrive as soon as possible, we recommend placing them as separate orders. If you have already placed an order, you can either request a cancellation of the preorder item(s), or have them split to a separate order. Please note that additional fees will apply in the event of a split.
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Console trade-in prices are available here. Games are a more difficult and ever-changing thing to accurately quote: in these instances, we'd recommend you bring the games to our store for appraisal. If you have a particularly rare, unique or interesting find you'd like us to take a look at, we'd encourage you to send us an email with details!
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Unfortunately we are unable to offer cash for trade-ins.
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We accept all console hardware and select peripherals. We also accept all software excluding PC games and any software that requires digital activation. Please note that we cannot accept software that is damaged beyond repair, or missing vital components (such as cover art, disc case, etc). Each item is appraised by our sales staff and can be rejected at their discretion.
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In order to receive the maximum amount of trade value for your consoles, we would ask that consoles be traded in full working order with the minimum amount of required components to ensure its proper function. Consoles missing power cables, AV cables, controllers, hard drives or the like will not be able to be traded for full value.
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All of our console hardware is tested, cleaned and formatted for use prior to sale, and console software is cleaned and/or resurfaced in the event that the disc is scratched or dirty. With that said, all of our pre-owned software carries a 30 day replacement warranty, with pre-owned accessories carrying a 3 month warranty, and pre-owned consoles a 6 month warranty. If you encounter any issues with your product, please contact us.
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In the event that you did not receive the product you expected, we encourage you to get in touch with us via email. Please provide your order number, and a description of what you received. Pictures are not necessary, but will greatly expedite the process. If it is found that we have not provided you with what you ordered, we are happy to bear the expense of return shipping, and will offer a replacement where possible.
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In the event that your product is not working as intended, we encourage you to get in touch with us via email. Please provide your order number, and a description of the fault. Pictures or video are not necessary, but will greatly expedite the process. We assess faulty products on a case by case basis, so we appreciate your patience as we investigate. Though we will try to amend the situation as best as possible, if the product is indeed found to be faulty, we are happy to bear the expense of return shipping (if the fault is found within the first 30 days of receipt), and will offer a replacement where possible.
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Yes! Please fill out our Returns Form with the details of your order and send it back to us within 30 days of purchase. Please note that if the product in question has been opened, removed from its packaging or used, we are unable to provide a refund.
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Once a product is opened or used, we are not able to offer refunds on the basis of change of mind. If you have questions about a particular product before you purchase, please feel free to call or email us!
