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?
Nope! Our cases are original 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, you can! We do take custom design requests — but since each one takes time and care, we handle them case by case.
Please message us with your idea, and we’ll let you know the timing and price based on the complexity.

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?
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

We’ll send a tracking number once it ships!

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!

🔁Return & Refund Policy

We’re a small shop, and every case is made with lots of care, so we currently do not accept returns unless the item arrives damaged or defective.

💔Damaged or Wrong Item?

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

Please contact us within 3 days of delivery
Send us clear photos of the issue
We’ll do our best to make things right whether it’s a replacement or a refund

To avoid high international return costs and the risk of further damage during shipping, we usually won’t ask you to return the item.
However, to prevent reselling and ensure fair replacements, we may request a quick 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

Custom designs (since they are made just for you!)
Cases damaged by misuse or improper handling
Sale or discounted items

We’re always happy to talk if you have questions or concerns. Just drop us a message at retroboxbypat@gmail.com

❓”What if the item doesn’t match what I expected?”

If you believe the item is different from what was shown on the store, please contact us within 3 days of receiving your order, with photos.
We’ll review the case and offer a refund or replacement if the product is clearly not as described.
We’re a small team, but we always want our fellow collectors to be happy!

🔁Late or missing refunds

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

Double-check your bank account – Sometimes it takes a little time for updates to show up.
Contact your credit card company – Refunds may take a few business days to officially post.
Contact your bank – Some banks have additional processing time before refunds appear.

If you’ve done all of the above and still haven’t received your refund:

Please reach out to us at retroboxbypat@gmail.com with your order number and refund details
We’ll double-check everything on our end and assist you as soon as possible!

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.