Need Help?
Frequently Asked Questions.
Products, Availability and Warranty
Are your products cleaned and tested?
All our used products are cleaned, tested, and restored as needed. If a disc-based game is too scratched, we resurface it. For cartridge-based games, we check if saves are working when that option is present. If a game no longer saves, we install a new battery.
Are your products guaranteed?
All our products come with a 30-day warranty from the date of purchase, except for clearance items sold in-store only marked as final sale. The warranty covers only defects and does not extend to your personal satisfaction with the product experience.
Do you have this game in stock?
Our entire inventory is updated in real time on our website. If an item is listed as available there, it’s in stock at our store and vice versa. If the product you're looking for doesn't appear online, it's either not yet ready for sale or it has already been sold.
Can I reserve a product?
Unfortunately, we don’t offer reservations. However, you can purchase your product online and choose the Pickup in store option. This way, you’ll be sure to get the item you want when you visit the store.
Can I put my name on a waiting list when a product is out of stock?
You can subscribe to our restock notification list to be informed as soon as a product is back in stock. To do this, simply search for the desired product in the search bar, then sign up for the "back in stock" notification. Unfortunately, if the product you're looking for doesn't appear on our site, it's not possible to subscribe to this list.
However, we invite you to follow our Facebook and Instagram pages, where we post photos of our new inventory arrivals every business day. Also, check our website regularly under the section What’s new in our inventory
Orders, Shipping and Returns
What should I do if there’s an issue with my order?
If you notice an error with your order (missing item, incorrect product, etc.), please contact us as soon as you receive it and have your order number ready. We’ll be happy to resolve the issue.
Can I get a refund or exchange a product?
Within the 30-day warranty period, you may request an exchange or a refund if the product is defective or does not match what you ordered. The exchange or refund will be processed once the item has been returned to Retro MTL. You can visit us in-store or contact us by email.
The choice between an exchange or a refund is at the discretion of Retro MTL. New products must be returned in their original packaging to be eligible for a refund.
Please note that refunds are not issued for items you simply no longer want.
What should I do if the product I received isn’t working properly?
Even after being tested and cleaned, some older cartridge games or consoles can occasionally be finicky. In most cases, a simple additional cleaning is enough to fix the issue.
Visit us directly in store or contact us by email so we can help you resolve the situation.
Can I buy online and pick up my order in store?
Yes! When completing your purchase online, simply choose the “Pickup in store” option. We will set aside the items from your order, and you can pick them up at the store during our business hours. Please have your proof of purchase ready when you arrive.
In-store pickups must be collected within 30 days. After this period, Retro MTL reserves the right to cancel and refund the order.
What is the delivery time for an online order?
We use Canada Post to deliver our packages. Parcels are picked up Monday through Friday in the afternoons. Each package comes with a tracking number, which will be emailed to you automatically once your order has been processed by our team. Delivery typically takes one to two business days, depending on your location.
In the event of a service interruption by the delivery company (e.g., bad weather, strike, exceptional circumstances), additional delays may occur. The delivery times shown on our website are estimates, not guarantees. Processing or delivery may take longer during events beyond our control. Retro MTL cannot be held responsible for delivery delays caused by such circumstances.
I haven’t received my order, what should I do?
Every package shipped by Retro MTL includes a tracking number, which will be automatically emailed to you once your order has been processed by our team. Retro MTL cannot be held responsible for lost packages once they are in the care of Canada Post. However, we'll be happy to assist you with the claim process if needed.
Can I cancel my order?
You can request to cancel your order as long as it has not yet been shipped. If you wish to cancel, please contact us as soon as possible.
Selling Your Games, Consoles and Accessories
Do you buy or trade used games?
Absolutely! Buying and trading used games, consoles and accessories is at the heart of what we do. Just fill out the form here or send us a private message via Facebook Messenger, and we’ll get back to you with an evaluation.
It is also possible to come directly to the store with your products, but this may take longer if there is a large volume of items. Prior arrangement helps to streamline the process. Additionally, please note that we do not provide any evaluations over the phone.
How much do you offer for my games, consoles and accessories?
To evaluate your items, we use a system based on several criteria, including popularity, rarity, general condition, our current needs, and our inventory turnover. The offer provided is not an individual decision by the in-store staff; it is determined by the indications from our evaluation system.
We offer two types of buyback values: one as a monetary payment and one in store credit. The store credit value is always higher. For offers under $50, only store credit is available.
Services and Repairs
Do you repair consoles?
No, we do not offer repair services for consoles, controllers, or other peripherals.
Do you replace batteries in cartridge games?
Yes, we replace the most common types of batteries found in certain game cartridges. This service is available in store only. Please check our Services section for more details.
Do you repair discs?
Yes, we resurface all disc formats including GameCube. This service is available in-store only. Please refer to our Services section for more details.
