Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ) — PocketRetroPlay

Welcome to our FAQ section! Here you will find answers to the most common questions from our customers. If you need further assistance, feel free to contact us anytime.

📦 Orders & Shipping

1. Where do you ship from?

We work with certified international fulfillment centers located in Europe and Asia. This allows us to deliver globally at competitive prices.

2. Do you ship to Germany, France, Belgium, and Switzerland?

Yes, we ship to all of these countries with full tracking:

  • 🇩🇪 Germany
  • 🇫🇷 France
  • 🇧🇪 Belgium
  • 🇨🇭 Switzerland

3. What are the estimated delivery times?

Delivery times vary depending on the destination:

  • EU Countries (DE, FR, BE, CH): 6–15 business days
  • USA: 7–18 business days
  • UK: 6–15 business days
  • Rest of the world: 10–25 business days

4. Do I receive a tracking number?

Yes. As soon as your order is shipped, you will receive a tracking number by email.

5. My tracking hasn't updated. Is this normal?

Yes. Tracking may take 3–7 business days to update while your package moves between international checkpoints. This is completely normal.

💳 Payments & Security

6. What payment methods do you accept?

We accept a wide range of secure payment options including:

  • Visa, MasterCard, American Express
  • PayPal
  • Klarna (in selected regions)
  • Apple Pay & Google Pay

7. Is my payment information safe?

Absolutely. All payments are handled through encrypted and secure payment processors. We do not store or have access to your credit card details.

🛍️ Products

8. Why does my product look slightly different from the photos?

Product colors and small design elements may vary slightly due to screen differences, manufacturer updates, or packaging variations. These do not affect functionality.

9. Do your products come with a warranty?

Yes. All products are covered by a 30-day issue support guarantee. If something arrives damaged or defective, contact us immediately.

🔄 Returns & Refunds

10. How do I request a refund?

You can request a refund via our contact email. Please include your order number and details of the issue.

11. Do you accept returns?

We do not accept returns to our physical address unless our support team authorizes it. Many issues can be resolved with a refund or replacement.

12. What if the item arrives damaged?

Contact us immediately with photos or videos of the damaged product. We will send a replacement or issue a refund.

📮 Address & Customer Support

13. How can I contact customer service?

You can reach us anytime at:
📧 help@pocketretroplay.com
📞 +34 672 697 774

14. What is your company address?

PocketRetroPlay
Calle Madrid, 46118 Valencia, Spain

15. What are your support hours?

Monday to Friday — 9:00 AM to 6:00 PM (CET)

If your question was not answered here, feel free to reach out. We're happy to help!