Return Policy
2 Placing an Order
3 Back orders
4 Pre-Orders
5 Shipping Help
6 Frequently Asked Questions

Return Policy

Defective items must be returned for a replacement within 7 days after receiving your order; There are no refunds or exchanges for a different product,  unless the original item can no longer be obtained.

If you feel your product is defective, please contact us at customersupport@tronixweb.com along with your name, order number, and date of purchase.

Defective items should be shipped to:
Tronix
302A West 12th St., #199
New York, NY 10014
USA
Attention: Exchanges

When sending back an incorrect or defective item, please be sure to use the the least expensive Post Office air mail shipping method with proof of shipping. 

Replacement items to non-US residents will be sent by International Priority Mail, even if the original shipment method was FedEx.

Faulty Game Code that will require an updated patch from the game manufacturer cannot be exchanged or refunded.

Our video games are NTSC (U.S.) versions and are meant to play only on an NTSC video game system. We do not sell PAL (European) video games.  If you are importing a US game to your country, please make sure your system is compatible with US software, as there are no refunds or exchanges due to incompatibility.


Placing an Order

The Shopping Cart allows you to change quantities, and add or remove items at any time. Shipping is automatically calculated as you add or subtract items, but remember to click the Recalculate button after your update your quantity.

If you are not planning to purchase items during your visit, you can temporarily add items to the shopping cart, and review the various shipping prices. 

Most items usually ship within one to two business days as they are pulled in from distribution.  All orders must include a home/business phone number. We will not ship an order without a valid phone number or working email.  If you are using a spam filter, please be sure it is not blocking our email confirmation. You may also want to check if your filter is blocking FedEx.com, which may prevent your FedEx tracking number from reaching you properly.

Backorders

In an industry that is flooded with releases every week, many products can have a short shelf life. We generally keep newer stock on hand, but older titles, may take a few extra days, and in some cases even weeks to obtain. Many items will dispatch "within one to two business days", but stock fluctuates throughout the day, therefore, the status may not always be accurate.

An item that is easily available can unexpectedly sell out through distribution and stock details are updated during non-business hours, usually in the evening. We will notify the customer through e-mail, if an order will be delayed , at which point, the customer can cancel the order with a simple reply, or keep the product on backorder.


Pre-Orders

New hardware launches will not be added to the pre-order list until distributors conditions of sale are determined. After past launch problems, we have come to known that new game hardware in high demand tends to wind up as 'packages' where suppliers will only release units to us, if purchased with a pre-bundled package of software. This usually occurs when the manufacturer does not ship their intended quantity, and in order for distributors to get in on the launch, they too have to purchase a set number of games with each unit.

Once a pre-order list for a game begins, it can change from less than a dozen reservations, to over one hundred in a matter of days. For this reason, we can never guarantee dispatch of the product to everyone on our pre-order list on the first day of release. Tronix will release your package in the order in which it was received on the reservation list. Once again, you can always cancel if you would rather not wait for restock.

You can place pre-orders along with regular orders (products that are already available) in the same order. There is a Special Instructions field in the shopping cart where you can specify whether you would like the currently available product shipped separate from the unreleased product (separate shipping charges apply).  If you leave this field blank, all products will automatically ship together,  ins one parcel.

Shipping Help
All shipping prices are calculated in our Shopping Cart section. We can not reply to e-mail estimates on shipping, as shipping depends on weight, your residency, and the method of shipping that will be applied. You can 'browse' our Shopping Cart to see what types of shipping methods are available, and their prices. without having to complete a purchase. Simply add your desired item to the cart, and you will be presented with a drop down menu of shipping types. Once the price is obtained, you can leave the shopping cart any time without having to make a purchase. The items will remain in the shopping cart on your next visit, as long as you don't choose the empty cart option.

International customers should choose only International shipping methods.

Shipping Methods:

International

International Priority Flat Rate  Letter (no tracking number)

Transit time is generally 6-12 days on average.  Tronix will pad the letter pack for protection, however, please be aware that CD jewel cases can occasionally get cracked, and cartridge boxes may become flattened in transit.

How many products can I fit in an International Priority Flat Rate Letter?

PS2/PS3/360/PSP/DS - Maximum up to 4 of these style cases will fit in one letter.  Flat Rate Letters cannot hold accessories, or in some cases, special/limited edition games.

International Priority Flat Rate Letters can not be insured. Lost parcels through the postal system can not be replaced or refunded. There is no way to trace an International Priority Flat Rate Letter once in transit as there are no tracking numbers offered for this service.

International Priority Boxed Weight (includes tracking number)

Transit time is generally 6-12 days on average. This service is good for items that will not fit in the flat rate letter like control pads, video cables or over 4 games. International Priority Mail (boxed) is  more expensive then the flat rate letter, however, a tracking number will be included with this service, which will be sent when your order is dispatched.

International FedEx

Ships to any country. Transit time, 2-3 days (not including customs delay if this should occur). All Parcels are insured based on the value posted for the package. FedEx is the most reliable and fastest method for shipping international products which incorporates tracking numbers. After your order is shipped, you will receive your Fedex tracking number directly from FedEx.  Tracking numbers are updated nightly, and will not show any information about your order on the same afternoon  it is shipped.

All International shipments are subject to taxes/duties (VAT) which may be imposed by customs officials in your country. These additional charges are separate from your purchase/shipping charges through Tronix. Customs inspection on packages, may also delay your order from being delivered, even after it arrives in your country.


Frequently Asked Questions

I can't seem to find your phone number, and I'd like to place an order/ ask some questions?
Tronix has become exclusively a web-based shop. We no longer handle phone orders, as the entire on-line process has become automated through our site's shopping cart system. With the heavy volume of net orders that come through each day, we need all available time to process and dispatch our web-based orders. In addition, the majority of our orders are international, which makes ordering through the web a lot more sensible in terms of long distance phone calls. If you have problem with an existing order, and prefer to speak by traditional means, simply send an email to Customer Support along with your phone number, and we will return your call as quickly as possible.

How much is it to ship four games to Germany? How about two PSP systems to Indonesia?
Shipping questions can easily be answered by trying out the shopping cart, without making a final purchase. You will see the available shipping prices pre-calculated, based on whatever you are interested in ordering.


How much in duties/taxes will I have to pay when the parcel arrives in my country (International customers)?
Since we reside in the United States, that's not a question we are able to answer. Duties/VAT are decided by customs officials, and your particular country's tax regulations. Our only involvement, are the charges for your products, plus the shipping. If taxes are applied, that is between the recipient of the product, and customs.

I placed an order for an item, which had an availability of being shipped "within one to two business days", is this accurate?
Unfortunately, not always. We try our best to keep the stock status updated, however stock fluctuates daily. Items that are in abundance, can suddenly sell out, depending on the amount of web orders throughout the business day (and non-business hours during the evening and weekends). Items that sell out are updated after business hours. We will always send an e-mail if your order will experience a delay.

I pre-ordered a product, and noticed it's now available in some other shops, how come you didn't get your shipment?
Every store has different distribution. Sometimes we'll receive new items on the expected release date, other times, distributors may receive stock bit later then expected.


We are a store, and would like to buy in bulk from your company. What are your requirements, can you send us a special dealer price list?
Tronix is primarily a retailer, and not a wholesaler. We cannot ship large quantities of a major release on the first run if there are individual customers who already have the product on reserve. International customers who wish to order for their shop should take note of our unbeatable FedEx rates which alone, will be a major savings equal to shops offering wholesale prices on their products.

I just received my American Game, and my PAL machine does not recognize it?
You must have your machine modified to play imports (games which are not produced in your country), or own some sort of an adapter or disc-based pre-loader. The product isn't defective - which means there are no exchanges or refunds. The customer is responsible for having their console capable of playing imports. Please do your research before you decide to purchase software.

I
s Tronix is store? Can I pick up my product, rather than having it shipped?
Tronix is exclusively mail-order. 

I am aware that your site is secure, but I don't want to send my credit card over the net. Is there another way to send my credit card information?
Sure, you can -- but sending us a FAX @ 212-918-1564. You can use our Shopping Cart to get an estimate which includes shipping.

Does Tronix install mod-chips ?
We do not sell, or install or support any type of internal modification chip for any console. Search the net, there are plenty of shops which specifically do this service.