Favorite Asked Questions (FAQ)

SHIPPING

Is same-day delivery available for my order?

During checkout, you can select the "Same Day Delivery" option if eligible. If the option doesn’t appear, it means your location or the item's location isn’t eligible for same-day delivery.

Eligibility depends on proximity to the item's location, and our cutoff times are 2 PM on weekdays and 11 AM on weekends and public holidays.

Alternatively, you can choose self-pickup and arrange your own rider to collect the item once it’s ready..

*Same Day Delivery is applicable for Klang Valley only.

Can I pick up my order myself?

Sure! On the checkout page, you'll see both shipping and pickup options. Simply select "Pick Up" and it will display a list of outlets where the item is available. If your chosen outlet doesn't have the item in stock, our Customer Service team will promptly contact you to arrange an alternative pickup location.

Can I cancel my order?

You can cancel your order through our Customer Service Team as long as the item(s) haven’t been packed or collected (for Pick-Up orders). Once packed and shipped, cancellations are no longer possible. If you still wish to cancel at that point, you must return the item unused and in its original packaging, either to one of our outlets or by post.

*Cancelation fee applies.

When can I expect my order to be shipped out?

We’re all about speed and efficiency:

• DHL Standard Shipping: Orders are shipped within 24 business hours after packing. You’ll receive an email with tracking details once dispatched.

• Same Day Delivery: Orders are delivered between 12 PM and 8 PM.

Can I use BNPL (Buy Now, Pay Later) when I walk into one of your outlets?

Certainly! When you visit any of our outlets, our friendly staff will be more than happy to assist you with the BNPL (Buy Now, Pay Later) option. Enjoy your shopping experience!

Where can I find my digital code?

Your digital code will be sent to the email address associated with your purchase. Kindly check your email inbox, as the code will be reflected there once your payment has been successfully processed.

NINTENDO SWITCH

How do I set up a Nintendo Account?

You can follow the step-by-step guide here: CLICK LINK.

Can I connect the Nintendo Switch to a TV or monitor for a larger screen experience?

Yes, you can connect the Nintendo Switch to a TV or Monitor for a larger screen gaming experience. Simply dock the console into the docking station provided and connect it to your display using an HDMI cable.

Are there parental controls and safety features on the Nintendo Switch?

Yes, the Nintendo Switch has parental controls. You can use them to set limits on playtime, block specific games or features, and even apply filters to keep gaming safe and fun for younger players. Follow this guide on how to set up here: CLICK LINK

I'm unable to claim a code in the game due to a region difference in my account. What should I do?

If you encounter a region mismatch while trying to claim a game code, you can easily resolve it by changing the region of your Nintendo Switch through the official Nintendo website. Simply adjust the region to your desired location and then proceed to claim the game code without any issues.

STORE CREDIT

What is Store-Credit?

Store-credit at our shop is like having money to spend on whatever you want from our selection – games, consoles, accessories, trading card games, or PC gear. And the best part? Your store-credits never expire!

ONLINE PRE-ORDER T&C

What are the terms and conditions for online preorder?

Gamers Hideout is here to assist you in any case you are not entirely satisfied with your purchase. Please reach out to our friendly customer service team at care@g-h.store before applying for a return/refund, we will assist you further and guide you the way.

1. All Pre-order Bonus is subject to availability.

2. Price of the pre-orders items may be subject to change without prior notice, even if deposit payment is made.

3. Deposit refund is ONLY eligible for non-fulfillment; and NOT eligible for change of mind.

4. Full Payment refund is ONLY eligible for non-fulfillment; and partial refund eligible for change of mind with a processing fee to be incurred.

5. In the event if balance payment is not made, deposit is non-refundable.

6. Collection/Shipping notification may be sent either by phone call, text message, and/or email by our team.

7. Game/Product releases at the estimated release date may be subjected to change in the event of unforeseen circumstances.

8. Balance payment is compulsory to be made, not less than 14 days from the launch date (for online pre-orders); or upon collection on release day (for outlet pre-orders).

9. The deposit payment for a pre-order shall be forfeited if:
(i) The pre-order is not collected within 7 days upon release date
(ii) The balance payment is not made upon the stipulated period or time frame
(iii) Customer opts for a change of mind to not purchase/pre-order the product.

10. Pre-order with full payment shall be released if:
(i) The pre-order is not collected within 7 days upon release date (ii) Company will have the right to put an order in suspended status without prior notice and fulfilment will be rearranged, subject to availability.

All terms & conditions relayed are subject to change without prior notice at the discretion of Gamers Hideout Sdn. Bhd.

11. At Gamers Hideout, we reserve the right to cancel any pre-order without prior notice for valid reasons, which may include, but are not limited to:
• Stock availability issues
• Pricing errors
• System or technical issues
• Manufacturer supply constraints
• Any unforeseen circumstances beyond our control

In the event of a pre-order cancellation, customers will receive a full refund to their original payment method. We apologize for any inconvenience this may cause and appreciate your understanding.

If you have any questions or concerns regarding this policy, please feel free to contact our customer service team.

ONLINE TRADE-IN

How do I check the trade-in price for my items?

You can check the trade-in prices for games and consoles directly on our website or contact Gamers Hideout customer service for further assistance. Click on Gsheet link: Gamer's Hideout Trade in Value

What kind of items can I trade in?

We accept PS4, PS5, and Nintendo Switch games and Xbox Series S and X, PS4, PS5, and Nintendo Switch consoles in working condition. Consoles must include all essential hardware components.

Can I trade in defective items?

Yes, defective items are accepted; however, the trade-in price will be adjusted based on the item's condition.

What photos do I need to provide?

Submit clear photos of the items you wish to trade in. For consoles, include all components and accessories in the photos to ensure an accurate evaluation.

How long does the price evaluation process take?

The evaluation process usually takes 1-2 business days after submitting your photos.

What if I disagree with the final price after evaluation?

If you disagree with the final price, we will ship the items back to you at no extra charge.

How is payment processed?

If you agree to the final price, we will issue payment via bank transfer or provide store credit, depending on your preference.

Who handles the shipping cost for the trade-in?

The customer is responsible for shipping the items to Gamers Hideout. If you disagree with the final price, we will cover the cost of returning the items to you.

What happens if my items are damaged during shipping?

To ensure safe shipping, we recommend properly bubble-wrapping the items before couriering them. Gamers Hideout is not responsible for damages caused during transit.

Can I track the progress of my trade-in?

Yes, you can track your shipment and contact Gamers Hideout customer service for updates on your trade-in status.

Will my trade-in progress carry over if I switch to store credit later?

Yes, your progress and agreed terms will remain valid whether you choose cash or store credit.

Is there an expiration date for the trade-in offer?

Trade-in prices are subject to change and may vary over time. We recommend completing the process promptly after receiving the price evaluation.