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FAQ

Frequently Asked Questions

Can I put my arcade system in my bar and charge money to play?

All of our arcade systems are "For Personal Use Only". This means you are not allowed to charge money to play these games. "For Personal Use Only" means that your arcade system is only for non-commercial and non-profit uses. 

What do the status emails mean?

When you purchase a personalized arcade system your build goes through a series of steps. You will receive emails as your system moves through the build process. Status emails update you as to what phase of the build your system is in. Examples of status emails would include "Assembled and Painted", "In Wiring and Electronics", and everyone's favorite, "Ready for Pickup or Delivery".

Can I customize the game lists?

Retro Active Arcade game lists are pre-configured and cannot be added to.  We have built in a "Fast Scroll" function within the 2700+ game list that comes standard in our "Signature Series" builds so you don't have to wait to play the games you love the most.

All Retro Active Arcade "Signature Series" builds come with the 2700+ game list. Games vary in quality and play-ability however the majority of the games play the exact same way they did back in the arcade.

We are looking at purchasing either a four player Monster or four player Beast. How do they differ?

Both four player cabinets have the same size main body, trackball and 28" monitor however the Beast comes with an expanded control top. The Beast's control top is 3" deeper (away from the screen) which allows for more room for players and also provides additional space for follow through for your hand when using a trackball in golf games. The Beast is also equipped with a pedestal attached to the front face of the main body. This pedestal acts as additional support for the larger control top preventing any chance of tipping.
 
Can I get a larger monitor in my custom cabinet?

Our monitor sizes are the largest they can be and still fit in our standard builds. If you would prefer a larger monitor, we would be happy to make a larger cabinet to accommodate it. You could also consider our pedestal option instead. Our four player pedestal arcade uses a VGA output (and a HDMI converter option) to connect to a TV or projector, so the monitor can be as large as you'd like!  If you'd still like to have the stand up arcade with a larger monitor, contact us for a quote on a custom build.

What is the LED upgrade package?

The LED upgrade package includes LED illuminated buttons with either lit translucent or chrome outer rings. An RGB illuminated trackball is also installed that is set to the same colour as the buttons or changed to different colours or patterns by the end-user via smart phone.

When will my order ship?

Orders place by 9am MST Monday - Thursday will ship the next day.

Please note - this schedule is the same for expedited shipping methods such as Expedited, Priority, Next Day, etc. All orders, regardless of shipping method, need to be placed by 9am MST Monday to Thursday in order to be shipped the following business day. Expedited shipping methods count business days only. For example, an order shipped out on a Thursday will arrive on a weekday, not the weekend.

Where does my order ship from?

All orders ship from Edmonton, Alberta, Canada.

When will my order arrive?

Most international orders shipping "International Expedited" will arrive in 6-12 business days and "International Ground" orders arrive in 6-12 weeks. Orders to the U.S usually arrive at their destination within 5 -10 business days. For domestic orders, your package usually arrives within 3-7 business days.

How are shipping rates calculated?

Shipping rates are based on the weight and dimensions of your package as well as your location. You can select your method of shipping on your shopping cart screen and see the associated costs for each method. All shipping costs are provided directly from Canada Post.

When will I get a tracking number?

Tracking numbers will be sent for all shipments. Once your order has been shipped, you will receive an email containing your tracking number. Please check your "Spam" folder if you do not see it arrive, and if you still don't see it please contact us directly via email or phone. No replacement shipment or refund will be provided in the event of the loss of a non-tracked parcel.

What is your return policy?

All sales are final however defective arcade parts can be exchanged. The items must be returned in original condition and if possible in the original packaging. All non-defective items returned to stock will be assessed a 25% restock fee. Purchaser will be responsible for the shipping costs of the returned items unless the order was made in error, in which case, the seller will pay the return shipping charges. Please make arrangements with Retro Active Arcade Ltd for shipping information and instructions at: customerservice@retroactivearcade.ca

Custom arcades are not eligible for returns and all custom arcade sales are final.

How do I get my machine repaired if needed?

Our arcade machines are manufactured so that every part is modular. We first troubleshoot over the phone to determine which part is defective. We then ship you a replacement part which can very easily be swapped out for the defective part. We have numerous videos on our website and YouTube Channel that show you the step by step installation process and we are available by phone to assist you should the need arise.

What is the difference between "Vertical" and "Horizontal"?

“Horizontal” and “vertical” are descriptions of the orientation of the machine’s monitor within the cabinet.  

The game’s action determines whether a vertical or horizontal formatted monitor is used. In vertical games like Pac-Man, Galaga, Donkey Kong and Frogger, the game play is taller and narrower.  As a result, each of these classic games were originally formatted to be displayed on a vertically mounted monitor.

Horizontal games like Defender, Joust, Asteroids, Robotron, Missile Command and fighting type games require the monitor to be mounted horizontally within the cabinet as the game play is more left to right or right to left.

When deciding on an authentic classic arcade machine you have to make a choice.  That choice is between a vertical or horizontal machine. Keep in mind that vertical games will play on a horizontally mounted monitor machine however they will have "letterboxing" on the left and on the right.   

For customers that want to play both vertical and horizontal games, RetroActive Arcade has the perfect answer for you. Our custom Cocktail Table Arcade Machine plays both vertical and horizontal games on the same machine!