Frequently Asked Questions

Click on a question to jump down to the answer below:

ABOUT OUR VIDEO GAMES
Are your video games new?
Are they greatest hits?

ORDERS
Did you ship my order?
Can I return my order?

PAYMENT
How do I confirm my PayPal Address?
Why was my payment denied?
Can you ship to a different address other than my credit card billing address?
What is your payment address?

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Are your video games new?
Absolutely! Yes. All of our video games are brand new. We only purchase from authorized legitimate video game suppliers. We do not deal with bootlegs, used games, etc.

Are they greatest hits?
We can't guarantee whether or not they are greatest hits/platinum hits/player's choice video games. Generally we try to indicate if they are. If you are seriously concerned if a particular video game is greatest hits or not, please send us an email and ask us before buying.

Did you ship my order?
You can check the status of your order at any time by visting your checkout: https://checkout.channeladvisor.com/CheckOut/1252/CheckoutLookup.asp

When your payment is cleared by our bank you will be notified by email. Please allow 7-10  business days(usually less) after we receive your check/money order payment for our bank to clear it. We will email you an update after your payment is cleared. You can also...check the status of your order at any time by visting your checkout: https://checkout.channeladvisor.com/CheckOut/1252/CheckoutLookup.asp

Can I return my order?
Yes. We accept unopened returns within 14 days of receipt. We do not accept opened items. Shipping and handling is non refundable and there is a 15% restocking fee. Please contact us at Sales@RoofusExpress.com before retruning for a Return authorization number. Visit our Returns page for more details.

How do I confirm my PayPal Address?
This is done with paypal and is rather easy.  Nothing is automatic and you manually need to CONFIRM  your address by logging into your paypal account and go to Profile--> Credit cards---> Add credit card.   More information about this can be found in the Help Section at PayPal.com.

U.S., Canada, and UK, buyers: Please DO NOT ask us to ship to an UNCONFIRMED paypal address!

Why was my payment denied?
More than likely payments denied are because of a failure to provide a CONFIRMED paypal address for paypal payments, or because of an AVS failure (address verification) for credit card payments. Please understand that we only ship to the billing address for credit card payments, and CONFIRMED paypal addresses for paypal payments.

Can you ship to a different address other than my credit card billing address?
Only for payments made with a U.S. check, or Money order. For orders paid with credit card and paypal payments we only ship to the billing/confirmed paypal address. Please understand this.

What is your payment mailing address?
Sorry, at the moment we're not accepting any checks or money order payments.