FAQs
How can I contact UpDecade?
Send us an email at support@updecade.com and a real human will get back to you, usually faster than a dial-up connection.
Do you ship worldwide?
Yes! We ship to customers all over the world. If your mailbox exists, we'll find it.
Where do you ship from?
Our items ship from our partner warehouses in Hong Kong. Wherever they start, they all end up in the same place: your hands.
Can I change or cancel my order?
Yes, as long as you reach out within 12 hours of ordering. We move fast, so after that your package is probably already on its way. If you change your mind after it arrives, you can still return it for a full refund (see returns below).
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, AMEX) and PayPal. Sadly, we do not accept lunch money, trading cards, or IOUs written on notebook paper.
When will my order be processed?
Orders are processed within 1–3 business days (Monday to Friday) and ship the next business day. We don't ship on weekends, because even toys need a Saturday morning off. During holidays and big sales, please allow a little extra time.
How long will it take to receive my order?
Orders usually arrive within 2–4 weeks, depending on where you live. Good things come to those who wait, and you already waited about 20 years.
What if I don't receive my order?
If your order hasn't arrived within 30 days of shipping, contact us and you'll get a full refund. No awkward questions, no hoops to jump through.
Will I be charged customs or taxes?
Prices on our site are shown in US dollars. Depending on where you live, your local customs office may charge import duties or taxes when your order arrives. These fees are set by your country, are the buyer's responsibility, and aren't something we control, and the same goes for any customs delays. For details, check with your local customs office.
How do I return an item?
Just email us at support@updecade.com with your order number and we'll walk you through it. Easier than finding the cartridge you lent your cousin in 2005.
What if my item arrived defective, damaged, or incorrect?
That's not the nostalgic experience we promised. Email us with your order number and a few photos of the item and packaging, and we'll make it right as quickly as possible.
When will I get my refund?
Refunds go back to your original payment method. Once your return is received or your cancellation is approved, it's sent to your bank within 7–10 business days. If it hasn't shown up after that, check with your bank or card company, since they sometimes take a little while to post it.