You can contact Customer Service by e-mail at: email@example.com or use the Contact Form on the website. We love answering questions however we encourage you to take ownership of the learning curve you're faced with and seek out some of your own answers from our Youtube Channel.
Online: This is the fastest and best way to order your items from us. Visit www.retroactivearcade.ca.
By E-Mail: If you have questions, send us an email and we will work with you to find the items you need. This method takes a little bit longer but is available in the event you require additional assistance.
Due to our policy of fulfilling and shipping most orders the next business day, Change Order Requests are not always possible. With that being said, Retro Active Arcade Ltd. will make an attempt to accommodate Change Order Requests when feasible, so long as the order has not already been fulfilled and packaged. Change Order Requests will delay the fulfillment of your order by one (1) business day. Please note: Having our staff edit your order after it has been processed increases the margin for error when fulfilling the order.
In some cases, orders are not able to be edited/changed after payment has been made. In these situations the customer may have to place a second order for any missing items in the original order.
It is the customer's responsibility to ensure that they have included all items needed in their order. As such, we implore our customers to double check their cart to ensure that they have all items required prior to completing their purchase to avoid paying shipping twice and Order Errors.
We ship to many parts of the world. Arcade Machines can only be shipped within North America. Please proceed to the checkout page to view your shipping options for all Arcade Parts Orders. If you do not see a shipping option available to you on our website, please reach out to our friendly Customer Service department so we can quote you on shipping rates.
We primarily contract Canada Post or UPS for all our Ground delivery services. Custom built arcade systems are shipped out via specialized large freight carriers. We are open to shipping using customer accounts, please contact us before placing your order to set this up for your shipment.
You can track your shipment either by viewing your Order Confirmation Email. It contains the tracking information you can use on the website of your chosen carrier.
If your item is not showing up, please send us an email and we would be happy to investigate further for you. You can reply to the order confirmation email you received from us when you placed your order.
Orders are typically fulfilled and shipped out Next Business Day. Pre-Ordered items will be shipped out when they arrive to our store and will not be shipped out the next business day.
Please Note: This schedule is the same for shipping methods such as Expedited, Priority, Next Day, etc. All orders (excluding Pre-Orders), regardless of shipping method will be fulfilled the next business day. Shipping Transit Times count business days only and do not count the date of Pick Up.
Most international orders shipping "International Expedited" will arrive in 6-12 business days and "Overseas" orders arrive in 2-8 weeks. Orders to the U.S usually arrive at their destination within 5 -10 business days. For domestic orders, your package usually arrives within 2-7 business days.
Please Note: Due to COVID-19 All couriers have suspended Delivery Date and Transit Time Guarantees. All Transit Times as seen on our website are estimated times only and are not guaranteed, no matter which service is selected.
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 the checkout page and see the associated costs for each method. The carriers used have an integrated system on our website that calculates rates for us, we do not control the shipping rates for these carriers.
The LED Upgrade adds the beauty of illumination to your arcade. All of your push buttons and trackball would be illuminated. A small upgrade fee applies. Non-Fusion LED lights are lit by means of a tiny bulb whereas Fusion buttons are illuminated via a little diode mounted on a PCB inside the button. The LED option comes with a RGB trackball that has 50 color options while the button colors that are chosen stay "static", they do not change colors.
By adding a coin door you can expect the true nostalgic look of an arcade to truly shine through. All coin doors will accept Canadian or American quarters, however the small single coin doors allow the coins to simply drop into the bottom of the arcade. You will have to supply your own catch system for these options.
The Suzo Happ double coin door complete is an authentic fully functional door that includes back-lit coin returns and a cash collection box.
All coin doors are functional but intended for aesthetic and nostalgic purposes only.
If you are interested in adding some personal flare to your machine, choose our custom design package and our Customer Service department will work with you to design your custom theme. Your final approval would be required before we send anything to print so you can be rest assured that you're going to get exactly what you want.
If there's an idea in your mind that you're having issues articulating? No worries. We offer Graphic Design time to bridge that gap for you. If you think a service like this may be helpful, it is available online, but email in advance if you're not too sure if your idea will require extra time.
Not sure what you want? Take a look through our Instagram and Facebook pages to view every machine we've ever done. See something you like? Let us know.
At this time we only offer decals for Custom Built Arcades. Decals are NOT sold separately.
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.
The game lists are pre-configured and cannot be added to. We have created a individual sub-lists within the 5000 game list that comes standard in our signature series so you don't have to scroll through the entire game list to play the games you love the most. The menu is very easy and efficient to navigate through.
To see a demo of our Exclusive 5000 Game List, check out this video Here.
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 "Cut & Assembled", "Components & Electrical", and everyone's favorite, "Ready for Pickup or Shipment".
Retro Active Arcade machines are manufactured modularly so as to make at home repairs/installs simple and easy for the customer. Typically we will call the customer to discuss the issue to help isolate the problem. We may require pictures sent to us depending on the issue. Once the issue has been determined we will send any replacement parts needed to fix the problem. We have numerous videos on our website and YouTube channel that show you the step by step installation and repair processes and we are available by phone to assist you should the need arise. Please note that we will only replace parts on machines that are within warranty.
We usually say that our build time for machines is 4 to 6 weeks. In cases that we are busy we will advertise that our build time takes 6 to 8 weeks, however, these times are just estimated goals and are not a 100% guarantee. Many factors impede our build times such as customs, shipping, back ordered items, how busy we are, etc.
Please take note that customized machines that have specific details such as custom artwork need to take a lot more time than advertised.
Arcade parts purchased from Retro Active Arcade Ltd. come with a 30 day warranty. Some exclusions apply. All returns will be subject to inspection upon arrival for any damages that may void warranty before a replacement will be sent out. Items deemed defective will be replaced.
The Purchaser is responsible for ensuring that all items are present and in working order upon arrival. Defective items will be exchanged with a new replacement item that of the original purchase. Items cannot be exchanged for a different item or refund.
The purchaser is responsible for return shipping costs of the item(s) being returned. The seller is responsible for the replacement and shipping costs if the item is deemed defective.
If there is any sign of damage due to improper installation, use or wiring, the item will be considered damaged not defective and we will not issue a refund or replacement. The purchaser will be responsible for shipping return costs or forfeit the item. Any items left in limbo without return contact or shipping payment for more than 14 days will be treated as abandoned and discarded deemed fit.
Can be returned within 30 days of purchase for a direct exact replacement
Must be returned in original condition and, if possible, in original packaging
Non-Defective Arcade Parts
Can be returned within 15 days of purchase at customer's expense for refund or exchange
Are subject to a re-stocking fee of 25% (return for refund only)
Must be returned in original condition
The purchaser will be responsible for the return shipping costs unless the order was shipped in error, in which case, the seller will pay for the return shipping charges.
Please make arrangements with Retro active arcade Ltd. prior to shipping anything back to receive an RMA number for your return. Returns that do not meet this requirement will not be accepted and will be returned back to the purchaser.
All returns will be subject to inspection upon arrival for any damages that may void warranty before a replacement will be sent out.
If there is any sign of damage due to improper installation, use or wiring the item will be considered damaged not defective and we will not issue a refund or replacement. The purchaser will be responsible for shipping return costs or forfeit the item. Any items left in limbo without return contact or shipping payment for more than 14 days will be treated as abandoned and discarded deemed fit.
Our shipping address is:
9608 - 45 Avenue NW
Edmonton, AB. T6E 5Y9
Don't forget to write your RMA number on the outside of the box.
We recommend that every single order be inspected immediately upon receipt. If there is obvious damage to the shipping container, the Purchaser has the right to refuse acceptance by noting this on the shipping documents.
If it is not practical to inspect the package immediately, or in the case of Custom Arcades that could contain hidden damages, we recommend noting "Subject To Inspection" on the shipping documents.
Please contact Customer Service within 24 hours to report the damages and receive further instructions on how to proceed.
In most cases:
save all the packaging materials until informed otherwise
take 2-3 high quality photos of the damages up close
take 2-3 high quality photos of the damages from farther back
Horizontal screen orientation is when the monitor is wider than it is tall - probably like your computer monitor is now! You would use this orientation for games like Bubble Bobble, Street Fighter, Mortal Kombat, etc.
Vertical screen orientation is when the monitor is taller than it is wide - a "portrait" setup, like a phone screen. This would be used for games like PacMan, Donkey Kong, 1942, etc.
Be sure your monitor set up will match your game board!
Cocktail Vertical Boards (Can be used in upright cabinets with vertical mounted monitors)