Our office is open to the public Monday through Friday from 9:00am to 5:00pm. 

We are available by email at customerservice@retroactivearcade.ca or by phone at 780-667-4263

We are located on the west side of 97th Street, south of 51st Avenue and north of the Whitemud.

Retro Active Arcade Ltd.
4718 97 Street NW
Edmonton, AB. T6E 5S1

You can contact Customer Service by email at: customerservice@retroactivearcade.ca or use the Contact Form on the website. We are happy to answer any questions about the products we carry, 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. 

Further instructional material can also be found on our Videos/Diagrams Page.

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.

Please see our Return, Refund and Warranty Policy Page for full details.

Defective Arcade Parts 

• 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:

Retro Active Arcade

4718 - 97 Street NW

Edmonton, AB. T6E 5S1

Don't forget to write your RMA number on the outside of the box.

Please see our Returns, Refund and Warranty Policy Page for full details.

All sales are final on all Arcade Machines and most electronic components. Any components returned with a broken 'Tamper Seal' will be considered a 'Final Sale'

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 Arcade Machines that could contain hidden damages, we recommend noting "Subject To Inspection" on the shipping documents. 

Please contact Customer Service directly at customerservice@retroactivearcade.ca 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
• take a photo of the shipping documents you signed

Please see our Shipping Policy Page for full details.

Parcel Shipping Insurance

Arcade Machine Shipping Insurance

Damage During Transit

There are three ways to place an order with us:

1. Online: Ordering online through our website is the fastest and best way to order your items from us.
   
   
2. Email: If you have questions, would like to pre-purchase an item out of stock, or special order an item, please contact us directly 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. Please email us at customerservice@retroactivearcade.ca.
   
   *NOTE*: If ordering by Email please be sure to provide item SKU Numbers or Complete Item Titles, Variants (such as colors, sizes, etc) and quantities for each individual item in a bulleted list format to ensure that the manual order is done correctly. Examples below:

• 1x UL001-IPAC2
• 5x UN006-FU-BLU
• 5x UN006-FU-RED
• 2x RA010-IPAC2-110

OR

• 1x I-PAC 2 Arcade Encoder
• 5x Concave Fusion Buttons 28mm - Blue
• 5x Concave Fusion Buttons 28mm - Red
• 2x I-PAC 2 Wiring Kit - .110

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, we will make an attempt to accommodate Change Order Requests where feasible. Change Order Requests will delay the fulfillment of your order by one (1) business day. 

NOTE: Having our staff edit your order after it has been processed increases the margin for error when fulfilling the order.

In some cases (ie. an automatic discount has been applied to your order) 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. 

Orders that have been fulfilled and a shipping label created cannot be changed or cancelled.

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.

If you accidentally selected "Pick Up In Store" or the wrong shipping service (you wanted Xpresspost but selected Expedited instead) please email us with the Order Number of the order in question with your request. 

We are not always able to accommodate these requests, but will make every attempt to do so where feasible. Shipping must be edited manually and added to the order as a line item as Shopify does not allow us to adjust shipping services once the order has been paid for. 

Please contact us directly at customerservice@retroactivearcade.ca with your Order Number if you require edits to your order.

If you order is less than 24 hours old, you may contact Customer Service and request for your order to be cancelled. Orders that are more than 24 hours old are no longer eligible for cancellation.

If your order has yet to be fulfilled, a cancellation fee of 5% will apply. If your order has been fulfilled and is waiting for pick up or to be packaged for shipping, a restocking fee of 25% will apply. 

Orders that have had a shipping label created or have already been shipped are not able to be cancelled.

Please provide the following information to customerservice@retroactivearcade.ca when requesting a cancellation of your order:

• Order Number
• Date of Purchase
• Full Name or email address the order was placed under

Please see our Returns, Refunds and Warranty Policy for full details.

Arcade Parts Orders are typically fulfilled and shipped out Next Business Day. Orders containing items that have been Pre-Ordered or Specially Ordered will be shipped out when all items are in stock. We will not split shipments unless the customer is willing to pay shipping for two separate shipments.

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 when possible. Shipping Transit Times count business days only and do not count the date of Pick Up.

Please see our Shipping Policy Page for full details.

We ship to many parts of the world. The checkout page will display all shipping services available to you to for Arcade Parts Orders. If you do not see any shipping options available please reach out to our friendly Customer Service department so we can quote you on shipping rates.

NOTE: All international customers (customers outside of Canada) are responsible for paying any fees associated with clearing the package through Customs, duties and taxes, VAT, etc. upon arrival. These fees are not included in the shipping fees or product prices on our website (DDU). These fees are determined by the Customs Officers of your Country therefore we are not able to provide an estimate.

Please see our Shipping Policy Page for full details.

For Arcade Machines, see "Where Do You Ship Arcade Machines To?" for details.

We primarily contract Canada Post or UPS for all our parcel services. When able, all parcels will be shipped using the customer's chosen courier and shipping service. When not able to send a parcel via the customer's chosen courier and service, we will ship the parcel using another courier with an equivalent shipping service.

Please see our Shipping Policy Page for full details:

• Shipping Information
• Arcade Parts Shipping
• Shipping to P.O Boxes
• International Shipping
• Parcel Shipping Insurance

You can track your shipment either by viewing your Order Confirmation Email or visiting your Order Status Page in your account on our website. Both will contain 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 will be happy to investigate further for you. You can reply to the order confirmation email you received from us when you placed your order. 

Please be sure to include your Order Number when inquiring and email us directly at customerservice@retroactivearcade.ca.

When your order arrives at your door will depend on several factors such as the shipping service you chose on the checkout page, your location and whether we have all items in stock.

• Domestic Shipping: 2 - 7 business days depending on service selected.
• USA Shipping: 2 - 10 business days depending on service selected.
• International/Overseas Shipping: 6 days to 6 weeks depending on service selected. 

NOTE: Due to COVID-19 All couriers have suspended Delivery Date and Transit Time Guarantees for some services. As such all transit times as seen on our website are to be considered estimated times only.

Please see our Shipping Policy Page for full details.

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 for parcel services have an integrated system on our website that calculates rates for us, we do not control the shipping rates for these carriers.

NOTE: All international customers (customers outside of Canada) are responsible for paying any fees associated with clearing the package through Customs, duties and taxes, VAT, etc. upon arrival. These fees are not included in the shipping fees or product prices on our website (DDU). These fees are determined by the Customs Officers of your Country therefore we are not able to provide an estimate.

Please see our Shipping Policy Page for full details.

If an item you have received is damaged, defective or missing upon opening the package, please contact us immediately. 

DAMAGES:

If the parcel received has visible exterior damage, make note of this with the delivery driver when accepting the package if able and take pictures. Contact us immediately with your Order Number and the pictures so that we can start a claim through the shipping company. Parcels shipped via Canada Post and UPS are covered for insurance up to $100.00 CAD of the order value included in the shipping prices listed on the checkout page of our website. Please see "Parcel Shipping Insurance" in our Shipping Policy for full details.

If no damage is present on the exterior of the package, please contact us with photos of the damaged item(s) so that we can assess the situation. 

MISSING:

If an item is missing from your order, please contact us immediately with your Order Number and a photo of the items you did receive in the original packaging. We will cross reference your order with our stock keeping system and investigate the missing item(s).

DEFECTIVE:

If the item is simply defective, please see the "Warranty and Returns on Defective Arcade Parts" in our Returns, Refunds and Warranty Policy and contact our Customer Service department for further instruction. 

NOTE: PLEASE CHECK YOUR PACKAGES AS SOON AS THEY ARRIVE. In order for us to provide assistance with damaged, defective or missing items, customers must contact us within 30 days of receiving their order. We will not be able to send replacements to customers who contact us after 30 Days of receiving the item.

Do no send items back to us without contacting us first to avoid rejected packages and additional shipping fees. Please contact us directly at customerservice@retroactivearcade.ca for instructions first. 

If you have looked through our gallery as well as Instagram and Facebook Pages and you are not happy with any of the decal themes we offer with our machines for free, we can design a custom decal theme for you.

Custom graphic design for a unique and personal theme is available for an additional fee starting at $500.00 CAD. It is available by special request only at this time.

Depending on the complexity of the design, number of edits requested by the customer, and/or time required to complete the design, the final cost for custom decals will vary. We will always let you know when we are hitting the end of the line for the minimum $500.00 fee before charging more. 

Haven't browsed our social media or galleries yet for Decal Themes yet? Check out the links below:

• Facebook Page
• Instagram Page
• Arcade Machine Gallery

NOTE: you may choose any decal theme seen on any of these pages at no extra cost so long as the theme you choose is from a machine of a similar shape. We cannot take a decal on a Cocktail Arcade Machine and put it on a full sized Stand-Up Machine for example. Any changes requested to already existing decal themes will result in the minimum $500.00 CAD Custom Decal Fee as this pulls us away from our production line.

Custom decals are an additional cost starting at $500.00 CAD. 

Graphic design for custom decals takes many, many hours to do correctly and professionally. We meticulously design all artwork for decals in-house and we will always let the customer know when we are hitting the end of the minimum $500.00 CAD fee for design time before charging more.

If you are not comfortable with spending extra for custom decals, but you want artwork we don't offer, you are welcome to design your own decals (or have someone else do the design for you) and we will provide templates for you to do so.

Templates will only be provided once the order has been paid for in full and we have received the required documents for identity verification (only if paying via Credit Card). 

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 can impede our build times such as customs, shipping, back ordered items, how busy we are, etc. 

Estimated build times based on how busy we are:

• Slow: 2 - 4 Weeks
• Moderate: 4 - 6 Weeks
• Busy: 6 - 8 Weeks

NOTE: Personalized Arcade Machines that have specific details such as custom decals will take more time than advertised. The estimated build time does not begin until all details have been finalized and approved by the customer, including decals.

All of our arcade systems are for Personal Use only. "For Personal Use Only" means that your arcade system is only for non-commercial and non-profit uses and cannot be used to generate revenue of any kind (cash, admission fees, purchasing tokens, etc).

If you are interested in a Commercial Arcade Machine, check out the Commercial Arcades Page of our website. For further details on Commercial Arcade Machines please contact us directly at customerservice@retroactivearcade.ca.

Commercial Arcade Machines are machines that are used with the intention of generating revenue. This can be in someone's home, a public venue such as a bar, or inside a commercial building. It does not matter where the machine is physically, only if you are purchasing the machine with the intention of generating revenue with it.

Corporate Arcade Machines are typically Arcade Machines that are specifically branded to a company. A Corporate Arcade Machine is not a Commercial Arcade Machine, unless the company is charging money to play the machine in the form of cash, admission fees, purchasing tokens to play, etc. 

For more information on Commercial Arcade Machines and Corporate Arcade Machines, check out our Commercial Arcades Page. Feel free to contact us directly at customerservice@retroactivearcade.ca if you have questions about whether you should go with Commercial or Corporate.

When you purchase a Personalized Arcade Machine, your build goes through a series of production 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. We also keep stock of all components installed in our machines. 

We do not offer in-house/service calls as we sell these machines all over North America and it is not feasible for us to travel to do repairs. We will however assist our customers over the phone, video chat or email with troubleshooting and installation of replacement parts if required.

We also have numerous videos on our website and YouTube channel that show you the step by step installation and repair processes of many components.

Replacement components will only be provided for free (excluding shipping costs and any damages arising from physical or liquid damages) for machines within their 1 Year Warranty. For machines outside of the 1 Year Warranty, components will still be available for purchase and support will still be available to the customer.

For instructional videos on the installation of many of the components installed in our machines, visit our YouTube Channel or the Videos/Diagrams Page of our website.

For more information on the warranty of our Arcade Machines, please see the Arcade Machine Warranty Terms within our Returns, Refunds and Warranty Policy.

We ship our Arcade Machines all over North America. We do not ship Arcade Machines outside of North America at this time due to prohibitive shipping costs. 

NOTE: United States Customers are responsible for paying any costs associated with clearing the package through Customs, duties and taxes, etc. (brokerage). These fees are not included in the shipping fees or product prices on our website (DDU). These fees are determined by the Customs Officers of your Country therefore we are not able to provide an estimate.

We will arrange for a Customs Broker to contact you before shipping out your machine so that all brokerage paperwork and fees are taken care of so the machine can proceed through Customs at the border without issue.

Please see Arcade Machine Shipping in our Shipping Policy for further details.

Arcade Machines are shipped using specialized LTL freight carriers. The carrier used will depend on the best quote available at the time, but we typically use Day & Ross and Kindersley Transport. All LTL Freight shipments are booked with the following services unless otherwise specified by the customer:

• Appointment Delivery
• Residential Delivery
• Power Tailgate Delivery

NOTE: LTL Shipping is available with curbside delivery only. LTL Carriers will not bring the machine into your home due to liability reasons.

We are happy to ship using the customer's own preferred shipping company. Please contact us for details.

Arcade Machines are always shipped with tracking when shipping via LTL Carrier unless using the customer's own chosen shipping company (in other words, we did not book the shipment for the Arcade Machine).

Once the shipment has been booked and picked up by the carrier, we will provide the customer with the following information:

• Carrier Company Name
• Tracking Number
• Link to the carrier's website
• Estimated Transit Time

The carriers are ALWAYS instructed to contact the customer at least 24 hours before attempting to delivery the freight to arrange a delivery appointment with the customer during regular business hours. 

We do everything in our power to provide all the information the customer needs to ensure they can make arrangements to be available for the delivery of their Arcade Machine well ahead of time.

When Arcade Machines are shipped via LTL Carrier and standard packaging, the carrier will cover a dollar amount per pound up to a maximum amount. These amounts vary depending on the LTL Carrier used to transport the shipment. 

Standard packaging is when the machine is wrapped and strapped to a pallet with cellophane, foam, cardboard and steel strapping. 

To obtain insurance for the full value of the machine, the machine must be crated in addition to the standard packaging. 

Crating costs extra and is available by special request only at this time. Crating is subject to material costs and availability.

For full details, please see "Arcade Machine Shipping Insurance" in our Shipping Policy.

When shipping via LTL Carrier, delivery is curbside only. Most locations are eligible for Curbside Delivery. Curbside delivery is not available for the following locations:

• Remote or deeply rural
• No-road access
• Some limited access areas

In these cases, the machine will be shipped to the nearest Depot or Terminal and the customer will need to either arrange further transportation on their own, or pick up the machine from the Depot/Terminal themselves. 

NOTE: Docking Fees may apply if the machine has not been picked up from the Depot/Terminal within 24 hours. Docking Fees or any other additional fees associated with the shipment that are not included in the already paid Shipping Fees are the financial responsibility of the customer. 

See Arcade Machine Shipping in our Shipping Policy for full details.

The Coin Door Upgrade adds a coin door of your choice to the front of your machine.

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 and double coin doors allow the coins to simply drop into the bottom of the arcade. You will have to supply your own cashbox for these options.

The Double Complete Coin Door 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. It is an optional upgrade ranging from $100.00 CAD to $250.00 CAD depending on the option you choose.

The LED Package upgrade adds the beauty of illumination to your arcade. All of your push buttons and trackball will be illuminated. 

The buttons are "static" LEDs which means they will not change color. The trackball is an RGB Trackball and will have multiple colors and color modes.

This upgrade is purely for aesthetics and is optional. It is an additional $125.00 CAD for a Brute and $175.00 CAD for a Monster.

With the Spinner & 4 Way Joystick upgrade, you will receive an additional sub-list on our 5000 Game List specifically for spinner games. The games on this sub-list (named Spinner Games) are the only ones that will work with the spinner. 

The dedicated 4 way joystick is for Player 1 only. It is for games such as Pac Man, Donkey Kong, etc. that only use 4 way movement, as well as games like Discs of Tron which require both a spinner and joystick to use. 

This upgrade is considered a "functional" upgrade however, it is not mandatory as the Trackball that comes included with the Signature Series machines will work in place of a spinner for games such as Tempest, Arkanoid, etc.

This upgrade is an additional $250.00 CAD.

Our exclusive 5000 Game List is pre-configured and cannot be added to.  We have created individual sub-lists within the 5000 game list that comes standard in our signature series so it is easy for our customers to find the games they love the most. All sub-lists are in alphabetical order and 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.

A link to our exclusive 5000 Game List can be found Here.

The Signature Series 5000 Game List does not save high scores or game progress as our system is locked down and reboots to its original state upon every shutdown. The reason for this is to keep troubleshooting on our end efficient and feasible. We simply do not have the man-power required for the sheer volume of Technical Support that would be required if our system was open-sourced. 

With that being said, many customer's have found that creating a leaderboard next to their machine keeps track of scores well enough and our system does have a pause feature which will allow you to take a break mid-game should you need to. To pause and un-pause your game, hold both Player 1 & 2 Credit buttons down at the same time.

There are two versions of the 2 Player Origin:

• 2 Player Horizontal Origin
  

The Horizontal Origin comes with 3000 Arcade Games in a Pandora Box DX JAMMA Board. This game board is pre-programmed with games, but does support the addition of the following systems:

• FBA
• MAME
• PS1
• SFC
• SNES
• FC
• MEGA DRIVE

NOTE: We do not offer this service or support for modifying the Game List outside of the settings menu of the JAMMA board.

• 2 Player Vertical Origin
  
  The Vertical Origin comes with 516 Arcade Games in a Pandora Box: King of Air 2 JAMMA Board. This game board is pre-programmed with games, but does support the addition of the following systems:
  
• FBA
• MAME
• PS1
• SFC
• SNES
• FC
• MEGA DRIVE
  
  NOTE: We do not offer this service or support for modifying the Game List outside of the settings menu of the JAMMA board.
  

Unfortunately the Origin does not have the capacity for a larger screen or additional controls such as a trackball or spinner. If you are looking for an Arcade machine with these features, check out any of our Signature Series Arcade machines below:

• 2 Player Signature Series Brute
• 4 Player Signature Series Monster
• 4 Player Signature Series Light Gun Machine

Both the Horizontal and Vertical Origin's will save high scores and game progress on SOME games, but not all.

These machines will save high scores on games like Pac Man and Donkey Kong as this was a feature available with the original games. These machines will not save high scores on many fighting games as these games never had this feature originally. The same goes for game progress.

In essence, games that originally saved high scores and/or game progress will do so on either the Horizontal Origin or Vertical Origin.

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)

Upright Horizontal Screen Boards