FAQ, Refund and Returns Policy

FAQ

What is RetroBox by Pat?
We’re a small team of Game Boy fans based in Vietnam, making custom cassette-style cases for GBA cartridges. Each case is designed to protect your games and bring back that nostalgic charm.

Are these official Nintendo products?
No. Our cases are original fan-made creations inspired by the love for retro gaming. They’re not affiliated with or endorsed by Nintendo.

Do you sell the game cartridges too?
No, we only sell the cassette-style cases. Games shown in photos are for display only and not included.

Can I request a custom design?
Yes. We welcome custom design requests from collectors who want a unique cover or theme. If you have a design idea, simply send us a message. We’ll create the concept and share the draft cover with you for review before you place your order. Custom design requests are generally free of charge, unless the request is highly complex or requires extensive redesign work in which case, we’ll inform you of any additional cost in advance.

Are your cover designs based on official artwork?
Yes. Most of our cover designs are created using original or faithfully restored artwork from the game’s official promotional materials. We do not use fan-made artwork or artwork taken from unrelated titles. Each design is carefully matched to the correct version of the game to preserve its authenticity and stay true to its original release. Our goal is to recreate the nostalgic charm of each game while maintaining accuracy and respect for the original artists and studios.

What is included in my order?
Each product listing clearly specifies what is included.
Unless stated otherwise, one order typically includes one cassette case, one insert, and one cover design.

Shipping Information

Where do you ship from?
All orders are shipped from Vietnam.

Do you ship internationally?
Yes, we ship worldwide. Shipping fees vary based on your country and order size.

How long does shipping take?
Orders are typically processed within 1-2 business days after payment confirmation. Shipping time depends on your location:

Within Vietnam: 2-5 days
North America (US, Canada): 18-22 days
Europe (UK, France, Italy, Germany, Spain, Portugal): 18-22 days
Asia (ASEAN countries, China, Taiwan, South Korea, Japan): 10-15 days
Rest of the worlds: 18-25 days

A tracking number will be provided once your order has shipped.
Please note: shipping times may vary slightly due to weather or local customs delays. We’ll always do our best to get your order to you as soon as possible!

Will I have to pay import taxes or customs fees?

It depends on your country’s import laws. Any customs duties, taxes, or handling fees are not included in the product price or shipping cost and are the responsibility of the buyer.
If you’re unsure, we recommend checking with your local customs office before ordering. We’re always happy to help if you need guidance.

Lost or Returned Packages
Please ensure that your shipping address is accurate and complete. We are not responsible for delays or losses caused by incorrect or incomplete addresses provided by the customer.
In rare cases where a package is lost or returned due to customs or delivery issues, we will assist in resolving the situation. Refunds or redelivery will be handled on a case-by-case basis.

Return & Refund Policy

We take great care in making and packing every RetroBox product. As a small shop, we currently do not accept returns unless the item arrives damaged, defective, or incorrect.

Damaged or Wrong Item

If your order arrives damaged or if you received the wrong item:

Please contact us within 3 days of delivery.
Include clear photos of the issue and your order number.
We will review and offer a replacement or refund where appropriate.

To minimize high international return costs and avoid damage during return shipping, we typically do not require the item to be sent back. However, to ensure fair replacements, we may request a brief photo confirming the item has been safely disposed of (e.g., marked, cut, or discarded).

Refunds (if applicable)

Once approved, refunds are processed back to your original payment method
It may take a few days for your bank or credit card provider to post the refund
If you haven’t received it after a while, check out our Late or Missing Refunds section below

Non-Refundable

All sales are final once the item meets the specifications and design agreed upon at the time of purchase. Refunds will not be issued under any circumstances if the product matches the description, photos, and requirements confirmed by the customer.
Refunds or replacements are only applicable in the following cases:

The item arrives damaged or defective.
The item is not as described or differs significantly from the agreed design.

Custom or personalized items are non-refundable unless they meet one of the conditions above. We’re always happy to talk if you have questions or concerns. Just drop us a message at support@retroboxbypat.com

Item Not as Described

If you believe your item does not match its product description, please contact us within 3 days of receiving your order with supporting photos. We will review your case and issue a replacement or refund if the product is clearly not as described.

Late or missing refunds

If you haven’t received your refund yet, here’s what to do:

Check your bank account again. Update may take time to appear.
Contact your credit card provider. Refunds may take a few business days to officially post.
Contact your bank. Some banks have additional processing time before refunds appear.

If you have completed the above steps and still have not received your refund, please reach out to us at support@retroboxbypat.com with your order number and refund details.
Refunds typically take 5–10 business days to process depending on your payment provider.

Please note: Refunds typically take 5–10 business days to process depending on your payment method and bank.

Return Shipping

Return shipping is only required if we request the item back for inspection. In most cases, we’ll resolve the issue without needing the product to be returned.

Need help?

Last updated: November 2025
This policy replaces all previous versions. Updates were made to clarify refund eligibility for completed and custom orders.