Frequently Asked Questions

Where are you based? Can we visit a physical store?

The Retro Hero HQ is proudly stationed in Tokyo, Japan! While I don’t have a physical store for you to visit (sorry, no epic showroom tours), I’ve made up for it with some gorgeous product photos on the website. Seriously, they’re so good, they might just make you forget about missing out on a storefront!


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Can I track my order?

Yes, once your order ships, you’ll receive a tracking number via email so you can follow its journey.


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What is the loyalty points program, and how does it work?

You earn 1 point for every dollar spent, plus bonus points for signing up and leaving reviews. Redeem 25 points for $1 off your future orders.


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What types of retro consoles do you repair or upgrade?

I specialize in repairs, restorations, and upgrades for a wide range of retro consoles, including the Nintendo GameCube, Original Xbox, PlayStation 2, and more. Check out the services page for details!


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Why trust The Retro Hero?

I’m more than just a technician – I’m a passionate retro gaming fan dedicated to preserving these classic consoles. Each system I work on is treated with the utmost care and respect, ensuring that you receive reliable, quality service every time. With years of experience and a commitment to excellence, The Retro Hero is a trusted choice for retro gamers who want to protect and enhance their cherished consoles.

Check out the reviews page to find out what costumers are saying!


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How do I return an item for repair or refund?

Simple! From the Orders page, click “SEND IT BACK” to get started. Just complete the form and send it back to the address I’ll give you.

  • To avoid any mix-ups, kindly include a note with your RMA number inside the package.
  • Also, don’t forget to share the tracking number you receive so I can keep an eye on the delivery status.

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How long do Build-to-Orders usually take?

It may take more than a week to finish Build-to-Orders since I typically need to wait for the parts to come in. I’ll make sure to update you on how things are going and inform you if there are any delays.


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What type of paint do I use for my custom projects?

I typically opt for Krylon Fusion All-In-One Paint + Primer when embarking on my custom projects. This particular spray paint is renowned for its durability and versatility, making it an ideal choice for a variety of surfaces. One of the standout features of this paint is its extensive color palette, which allows me to select the perfect hue to match my vision for each project.

Before I begin painting, I take the time to lightly sand the surface I’ll be working on. This step is crucial as it helps to create a better bond between the paint and the surface, ensuring a smoother and more durable finish. Once the surface is prepped, I start applying the paint. I prefer to use several thin layers rather than one thick coat. This technique not only helps to prevent drips and runs but also allows for a more even and professional-looking finish. I make sure to allow each layer to dry completely before applying the next, which can take some patience but ultimately pays off in the quality of the final product.

As I continue this process, I keep a close eye on the coverage, ensuring that it is uniform across the entire surface. This attention to detail is what sets my projects apart and gives them a polished appearance. Once I’m satisfied with the color and coverage, I move on to the final step: adding a clear coat. I usually opt for a few layers of matte or satin clear coat, as these finishes provide an extra layer of protection against scratches and wear while maintaining a sophisticated look.

I tend to avoid using glossy clear coats because they tend to highlight fingerprints and smudges, which can detract from the overall aesthetic. Additionally, glossy finishes often lack the subtlety and refined appearance that I aim for in my projects, which is why I prefer the more understated matte or satin options. By following this process, I ensure that my custom projects not only look great but also stand the test of time.


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How many GameCube games should my microSD card hold?

32GB can hold around 20 games.
64GB can hold around 40 games.
128GB can hold around 120 games.
256GB can hold around 200 games.
512GB can hold around 350 games.
1TB can hold around 650 games.


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When do Backordered Items ship?

When an item is on backorder, it means that I currently don’t have it in stock. However, rest assured that I will be receiving more soon. Typically, it takes around 1 – 2 weeks to fulfill a backorder. Nevertheless, there are instances where I can get lucky and find the required items within just a few days, enabling me to fulfill your order much sooner.


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Who does all of this Modding?

I handle all aspects of modding, including cutting, sanding, painting, soldering, 3D printing, cleaning, and more.


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Does the mod kit come with the Send-In service?

The requirements for modifications can differ significantly depending on the specific mod you are considering. Some modifications come as complete packages, including all the necessary components and parts needed for installation and use. This means that you won’t have to worry about sourcing additional items, as everything will be provided for you.

On the other hand, there are certain mods that offer more flexibility by allowing you to either send in your existing parts for modification or obtain specific components directly from me. This option can be particularly appealing if you already have some of the necessary parts and want to save on costs or customize your setup further.

However, it’s important to note that a few mods have specific requirements that necessitate you to send in certain parts, and in these cases, I do not provide those particular components. This means that you will need to ensure you have the required parts on hand before proceeding with the modification.

To make the process as straightforward as possible, each listing for the mods is clearly marked with detailed information. This includes what parts you will need to provide, what is included in the mod package, and the various options available to you. By reviewing these listings carefully, you can easily determine what is required for your specific mod and make informed choices based on your needs and preferences.


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How do Send-In Services work?

Here’s how to send in your console for service:

Before You Order

  • If you have any questions about the service, feel free to reach out!
  • Start thinking about how to pack your console safely (bubble wrap, sturdy box, etc.). You don’t need to include accessories like controllers or cables unless they’re part of the service.

After You Order

  • Mailing Address: Once you place your order, you’ll get the mailing address for where to send your console.
  • Pack Your Console: Use plenty of padding and a sturdy box to make sure it’s safe during shipping.
  • Ship It: Send it off using your preferred carrier (USPS, UPS, FedEx, etc.). Adding tracking and insurance is a good idea!
  • Send the Tracking Info: Shoot me a quick message with the tracking number so I know it’s on the way.

That’s it! I’ll let you know as soon as your console arrives and keep you updated throughout the process.

See the Send-In Service Instructions page for more details


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To Re-Cap or Not To Re-Cap

Take good care of your consoles just like you do with all your other belongings. Utilize your knowledge and skills to maintain them in the best possible way. If you have doubts about a console being unreliable, such as my 20+ year old Xbox, take necessary precautions but don’t let fear stop you from using it unless you have a concrete plan in place. The biggest mistake you can make with a retro console is letting it gather dust on a shelf, unused. After all, if all you want is a decorative piece, why worry about the condition of its capacitors?


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How do I use a Coupon?

Once you have added items to your cart, simply click on the cart icon located at the top of this website to view your cart. At the bottom of the shopping cart, there is a box where you can enter your coupon code.


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How do I Cancel my Order?

To view your placed orders, click on the --> “ORDERS” link located at the top right corner of our website. If you wish to cancel an order, simply click on the “Cancel Request” link next to your order. Please keep in mind that once an order has been shipped, it cannot be cancelled.


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How are Disc-only Games shipped?

All loose games without cases are inspected and tested for quality here. Afterwards, the discs are carefully placed in a brand new protective sleeve and shipped using a high-quality bubble mailer. I fully comprehend the importance of receiving a game that functions properly upon arrival, and I take every necessary step to ensure that.


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How can I earn Points?

Collect points that can be exchanged for fantastic discounts.

  1. 👤 Create an account and instantly receive 50 points, regardless of whether you make a purchase.
  2. 💲 For every dollar you spend, you’ll earn 1 point at my shop. The more you shop, the more points you’ll rack up!
  3. 📝 Leave a review and earn another 50 points! Your feedback not only help me improve but also enhance the shopping experience for others.

Points never expire btw! 😁👍


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Has my Order shipped yet?

To check the status of your orders, simply click on the -->”ORDERS” link located at the top right corner of our website. Once your order has been shipped, you will receive an automated email containing the updated status and tracking number. Please note that orders are usually processed from Monday to Friday until 4 PM Eastern time.


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What are the Condition Guidelines?

The following guidelines apply to all product categories unless otherwise indicated within specific categories.

Like New
Works perfectly. Professionally inspected and cleaned. The product may exhibit minimal signs of usage. Areas of the product that are out of sight during regular usage may exhibit some tiny dents or scratches.

Very Good
Works perfectly. Professionally checked and cleaned. The product may exhibit light and visible signs of usage. Areas of the product that are out of sight during regular usage may exhibit some moderate dents or scratches. Handhelds: The display/screen may have micro-scratches that become invisible once the display in turned on.

Good
The product may show signs of use such as scratches and/or dents. Areas that are rarely visible may show clear signs of wear. Handhelds: The display/screen may have very fine micro-scratches, but these are invisible when the display is turned on.

Acceptable
Works perfectly. Professionally checked and cleaned. The product may exhibit heavy and visible signs of usage. Areas where scratches and dents are present does not hinder normal functionality. Handhelds: The display/screen may have scuffs and scratches that remain visible once the display in turned on, but the screen will not have chips or cracks.


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Do Send-ins come with a warranty?

I offer a 90-day warranty on the modifications I perform for each console I work on.


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Do you ship anywhere in the world?

Currently, we do not offer shipping outside of the USA and Canada for our products and services.


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What if my Order is lost in transit?

If your package goes missing during delivery, I use USPS Priority mail which includes $100 insurance. However, I cannot provide a refund beyond that amount. Although The Retro Hero is not responsible for any loss caused by the postal service, I am willing to assist you in filing a “find lost mail” case with USPS and supporting any insurance claim made. If you want to increase the insurance coverage for your console during return shipping, you can contact me via email to arrange for additional payment.


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Does The Retro Hero pre-install games?

Every console I offer with storage will be ready to use right out of the box, packed with content for immediate enjoyment. However, I won’t be preloading any specific licensed games on my modified consoles for three key reasons.

  1. I want to support the console modding community, but selling consoles preloaded with games could be illegal and risky.
  2. Gaming systems offer a wide selection of games, with the GameCube, Xbox 360, and PS2 having over 600, 2000, and 4000 games respectively. Selling consoles bundled with numerous games that may not be of interest isn’t practical. Nowadays, you can easily access these games online at a low cost or for free. It’s important to focus on quality over quantity.
  3. Lastly, the real joy of having a custom console is what YOU can do with it. You can play online with mods, install your own emulators, and add the games that you actually enjoy playing. Not everyone has the same exact taste in games, so having a personalized console makes it truly retro and modern.

I want to make it clear that my business solely focuses on selling hardware and providing modification services. I do not engage in any activities related to the distribution or sharing of copyrighted material. I firmly believe in upholding intellectual property rights and do not support piracy in any form.


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Can I pay with Zelle, Bitcoin, etc?

Nope. Right now, you have the option to pick from three trustworthy and safe payment gateways.

  1. Stripe
  2. PayPal
  3. Amazon Pay

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