Nintendo of America

support.nintendo.com

Order & Shipping Questions

 

Terms and Conditions of Sale

Frequently Asked Questions

 

Terms and Conditions of Sale:

  • Order Limitations

    Items offered on the Nintendo Online Store are for personal use only. All orders of a particular item are subject to quantity limitations of five (5) or less. We reserve the right to cancel orders that appear to be for commercial or retail use. These restrictions apply to orders placed by the same customer, those using the same credit card, or those using the same billing/shipping address. In the event your order is canceled, we will attempt to notify you using the e-mail provided with your order.

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  • Order Acceptance

    Your receipt of an e-mail order confirmation does not signify our acceptance of your order, nor does it confirm our offer to sell any products to you. Nintendo reserves the right to accept or decline your order for any reason at any time. In some cases, additional verification is needed before your order can be accepted.

    If additional information is required, we will attempt to contact you via e-mail or phone using the information you provided with your order. If we are unsuccessful in our attempts to contact you, we have the right to refuse or cancel your order regardless of whether or not your order has been confirmed with a confirmation e-mail.

    Shipping and delivery times given on our site will not take effect until your order is approved.

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  • Returns Policy

      Parts and Accessories

      Within 30 days after a delivery of your order, you may return the item(s) purchased directly from Nintendo, for a full refund or exchange. Nintendo will not accept returns of the following: (a) any item that is returned more that 30 days after delivery; or (b) any item that is not in its original condition, is damaged, or is missing parts. To return an item for a refund or exchange, please send it to the appropriate address listed below, along with a letter explaining whether you would like a refund or exchange:

      U.S. Residents   Canadian Residents
      Return product to:
      Nintendo of America Inc.
      Attn. CS Returns
      12521 128th Lane NE, Suite B
      Kirkland, WA 98034-7719

      		   Return product to:
      Nintendo of Canada
      2925 Virtual Way
      Suite 150
      Vancouver, BC V5M 4X5

      Be sure to include your name, address, daytime phone number, e-mail address, and your order number. Please send the package via a registered or insured shipping method, as Nintendo will not be responsible for lost or misdirected packages. Nintendo will not refund the cost of shipping unless the return is a result of an error on our part.

      In the event you request a refund for a return, we will apply the credit to the same credit card that was used for the order. Credits should appear within two billing cycles. Please e-mail us by clicking here, or call 1-800-255-3700 or for more information.

       

      Software

      • Refund

        Within 30 days after delivery of your order, you may return unopened software purchased directly from Nintendo, for a full refund. Nintendo will not accept refunds for the following items: (a) any item that is returned more than 30 days after delivery; or (b) any item that is opened or unsealed; or (c) any item that was not purchased directly through Nintendo.

      • Exchange

        Within 30 days after delivery of your order, you may return defective software purchased directly from Nintendo, for exchange for the same item. Nintendo will not accept exchanges for the following items: (a) any item that is returned more than 30 days after delivery; or (b) any item that is not in its original condition, is damaged, or is missing parts; or (c) any item that was not purchased directly through Nintendo.

        To return software for refund or exchange, please send it, along with a letter explaining why your are returning the software, to the appropriate address listed below:

        U.S. Residents   Canadian Residents
        Return product to:
        Nintendo of America Inc.
        Attn. CS Returns
        12521 128th Lane NE, Suite B
        Kirkland, WA 98034-7719

        		   Return product to:
        Nintendo of Canada
        2925 Virtual Way
        Suite 150
        Vancouver, BC V5M 4X5

        Be sure to include your name, address, daytime phone number, and your order number. Please send the package via a registered or insured shipping method, as Nintendo will not be responsible for lost or misdirected packages. Nintendo will not refund the cost of shipping unless the return is a result of an error on our part.

        In the event you request a refund (see "Refund" information above), we will apply the credit to the same credit card that was used for the order. Credits should appear within two billing cycles. Please contact us at noaorder@noa.nintendo.com or call 1-800-255-3700 for more information or if you have questions.

        If it has been more than 30 days after delivery of your order, please visit www.nintendo.com/consumer/index.jsp or call 1-800-255-3700 for troubleshooting information and repair or replacement options. Please do not send any products to Nintendo without contacting us first.

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  • Errors on Our Website

    We make every effort to ensure that the information on Nintendo's Online Store is complete, current and error-free. Despite these efforts, there may be instances where information regarding a product contains inaccurate or incomplete data, including with respect to price and availability.

    In the event a product is mispriced, Nintendo reserves the right to cancel any orders placed for that item at the incorrect price. We may also attempt to contact you via e-mail to see if you would like to proceed with the order at the correct price.

    If you no longer wish to purchase the item, you may request that the order be canceled.

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  • Credit Card Procedures

    For your convenience, your credit card will not be charged until your order ships. We will, however, obtain preauthorization from your credit card company prior to shipping your order which may result in a reduction in your available credit by your credit card company. Please contact your credit card company for more information.

    If part of the order is backordered, you are charged for the price of the initial items shipped and the full shipping and handling charge. When the backordered items are shipped, you will then be charged for those remaining items; no additional shipping and handling fees will be charged. Orders that are canceled by either you or Nintendo are not charged to your account if the cancellation occurs prior to shipment of your order.

    If you want to cancel your order after it has shipped, see our Returns Policy for instructions, or contact Nintendo at 1-800-255-3700 or e-mail us by clicking here.

 

 

Frequently Asked Questions

  • Is my order secure?
    Yes, at Nintendo we use a secure server which encrypts all submitted information.

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  • How do you use the personal information I provide (name, address, etc.)?
    For information on how your personal information is handled, please check out Nintendo's Privacy Policy.

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  • To where does Nintendo ship?
    • All 50 United States (most shipping methods available*)
    • All Canadian Provinces
    • All U.S. Territories (standard U.S. Mail or expedited shipping methods only)
    • U.S. APO/FPO, PO Boxes (standard shipping only)
    • Canadian PO Boxes, CP Boxes, Rural Routes (standard shipping only)

    For information on ordering outside the U.S. or Canada, click here.

    *Ground shipping is not available for orders going to Hawaii or Alaska (only standard U.S. Mail or expedited shipping methods available).

     

  • What are my shipping options (including prices) and how long will it take to get my order?
    The prices listed below include all associated shipping and handling costs. Processing times are subject to product availability.

      U.S.

      Method
      Price
      Normal Processing Time
      Shipping Time
      Total Ship Time
      Standard Shipping
      Order total $5.00 and under
      U.S. Mail      		 $2.00 1-3 Business Days 3-7 Business Days 4-10 Business Days
      Order total $5.01 and over
      UPS Ground      		 $5.00 1-3 business days 1-5 business days 2-8 business days
               
      Expedited Shipping:
      UPS Blue (two day) $7.00 1-2 business days 2 business days 3-4 business days
      UPS Red (one day) $13.00 1-2 business days 1 business day 2-3 business days

       

      Canada:

      Method
      Price
      Normal Processing Time
      Shipping Time
      Total Ship Time
      Standard Shipping        
      Order total $5.00 and under
      Canada Post Expedited
      		 $3.00 2-4 Business Days 2-7 Business Days 4-11 Business Days
      Order total $5.01 and over
      Canada Post Expedited
      		 $7.00 2-4 business days 2-7 business days 4-11 business days
       
      Express Shipping:
      Canada Post Xpresspost $13.00 2-4 business days 1-2 business days 3-6 business days

    Please note: we do not currently offer Saturday or Sunday delivery.

     

  • What payment methods do you accept?
    We accept Visa and MasterCard for our online orders (U.S. and Canada only). If you want to pay by check or money order, you may want to use the "print order form" option that is available in our online store. Do not send cash with your order.

    • To use the print order form option, simply select the items you wish to order from our online store, proceed to checkout, fill in your personal information, and then choose the "print order form" option. The order form will show the items you want to order and automatically calculate all applicable prices, taxes and shipping/handling costs. Include a check or money order (made payable to Nintendo) and mail the form and payment to Nintendo at:

    Nintendo of America
    PO Box 97032
    Redmond, WA 98073-9732

    Once your order is received here at Nintendo, it will usually be processed within one to three (1-3) days and shipped based on the shipping method you requested.

    You may also call our Consumer Service Department at 1-800-255-3700 to place an order with one of our Consumer Service representatives, using a Visa or MasterCard. Representatives are available from 6 a.m. to 7 p.m., Pacific Time, 7 days a week.

     

  • Do you charge tax for orders placed online?
    Applicable sales tax will be charged on all other items and will be displayed during the check out process.

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  • How do I solve a problem with my order? (change, return or cancel it, wrong item, missing item, etc.)
    If you have questions about your order, please contact us via e-mail by clicking here. You will need to provide us with all pertinent information (name, address, phone number, order number, etc.). Not providing all of the pertinent information will increase the time it takes to find a solution and receive a reply. You can also call us at 1-800-255-3700. Representatives are available from 6 a.m. to 7 p.m., Pacific Time, 7 days a week.

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  • I'm from outside the United States and Canada, may I order from Nintendo's online Store?
    Unfortunately, we are unable to ship orders placed on our online store to addresses outside the United States and Canada. At this time, we ship to U.S. and Canadian street addresses, U.S. and Canadian P.O. Boxes, APO/FPO U.S. Military addresses and to all U.S. Territories.

    If you live in a country other than the United States or Canada, you will want to contact the local distributor or a retail location in your area for information on the availability of parts, accessories, and other products. Link here for a list of international distributors.

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  • I cannot remove items from my shopping cart, why?
    In order to remove items from your shopping cart, you need to set your web browser to accept all cookies. Please refer to the online help provided with your web browser for instructions on enabling cookies. Otherwise, to change your order you will have to leave the store altogether and start over.

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  • Why do I get an error when I click on Check Out?
    If you are using Microsoft's Internet Explorer (I.E.) you will need to ensure that you have the correct security option selected in your browser settings. The following steps will walk you through verifying your browser's security setting.
    1. Select Tools
    2. Select Internet Options
    3. Select the Advanced Tab
    4. Scroll down to the bottom, under the Security section and make sure that "Use SSL 3.0" is checked.
    5. Click Apply
    6. Click OK

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  • What is the Card Security Code?
    A Card Security Code is a special security feature of your Visa or MasterCard.

    Card Security Codes are not raised, so they are not scanned into standard credit card readers. In theory, these numbers are only visible to you. When you give your Card Security Code to a merchant, you assist the merchant in verifying that the order is being placed by you, the card holder.

    We ask for the Card Security Code to help us detect fraudulent use of credit cards. This additional step allows us to greatly enhance the safety and security of our ordering process as it is generally only the card holder who will have access to these numbers.

    Flip your card over and look at the signature box. You should see a 16-digit credit card number followed by a special 3-digit code. This 3-digit code is your Card Security Code.

    Card security code   Card security code

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  • Are coupons accepted on purchases made directly through Nintendo of America?
    Coupons are for use only at local, participating retailers and are not valid on purchases made directly through Nintendo.

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    Je suis un consommateur francophone. Comment puis-je commander?
    Nos consommateurs canadiens francophones ont la possibilité de commander par le biais de la boutique Nintendo. Cependant, notez bien qu'à l'heure actuelle, la boutique n'est qu'en anglais. Une version française sera disponible ultérieurement. Si vous préférez, vous pouvez contacter nos représentants francophones pour passer votre commande en appelant le 1-800-255-3700 entre 7:00 et 16:00 (heure du Pacifique), sept jours sur sept.