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Orders placed with us are generally fulfilled within 1 to 2 business days (Mon-Fri). Delays may occur depending on the order volume we experience and staff availability. This is especially true during sales, national (USA) holidays, and around the winter holidays. Once a package is fulfilled, we are unable to make any changes to the order or cancel it. Please review your entire order and the shipping information before completing the order for accuracy. Refunds will not be given under these circumstances if an error occurs. Once packages leave our warehouse, it is not in our control how fast it will get to you from there regardless of shipping option chosen. The shipping times quoted at checkout are estimates, not guarantees, provided by the shipping companies. These estimates do not include our own order fulfillment times. We are not responsible for packages that do not arrive during the estimated timeframe. Refunds will not be given under these circumstances.
We do not process refunds, for any reason, on shipping costs and Navidium Shipping Insurance costs.
Free Shipping for order of $85 or more* United States only (Alaska and Hawaii not included). Excludes Ultimate consoles and custom controllers.
At this time, we are unable to combine orders for shipment.
USPS Ground Advantage - Standard service from United States Postal Service. Estimated delivery within 2-5 business days from the date of shipping.
USPS Priority Mail - Expedited service from United States Postal Service. Estimated delivery within 1-4 business days from the date of shipping.
UPS Ground - Ground service from UPS. Delivery is estimated within 1 - 4 days from the date of shipping.
UPS Next Day and 2nd Day Air - Super expedited service from UPS. Delivery within 1-2 days from the date of shipping.
GlobalPost Standard - Standard international shipping service from GlobalPost. Delivery within 1 to 4 weeks on average, pending delivery location. This service utilizes the national couriers in the delivery country. Please note we are only able to ship 1 - 2 batteries per package through this service.
NOTE: Due to the ongoing strikes with Canada Post, packages sent through GlobalPost to Canada can expect severe delays during an active strike. GlobalPost uses Canada Post once a package arrives in Canada to complete the delivery process. While a strike is ongoing, deliveries will not proceed as usual, but GlobalPost assured us that packages will be kept safe and secure until the delivery process resumes once the strike is resolved. This has been proven as fact after the 2024 strike, as all our packages were successfully processed and delivered within a month or so after the strike was over. We are unable to process replacements or refunds if a package is afflicted by a strike.
USPS First Class Package International - Standard international service from United States Postal Service. Delivery within 1 to 4 weeks average. Please note we are only able to ship 1 - 2 batteries per package through this service.
UPS Standard - Standard international shipping service from UPS. Delivery within 1 to 2 weeks on average.
UPS Worldwide Expedited - Expedited international shipping service from UPS. Delivery within 2 to 7 business days on average.
DHL Express Worldwide - Expedited international shipping service from DHL. Delivery within 2 to 5 business days on average. Please note we are unable to ship batteries through this service.
We do allow the shipment of orders to APO/FPO/DPO addresses. If our online ordering system is not recognizing your address, please review this article for further assistance. Keep in mind that certain APO/FPO/DPO addresses do not allow the shipment of batteries. It is up to you to find out if your local postal service can accept a package with batteries. There may also be a quantity limit for how many can be received. We are not responsible if a package goes missing. is destroyed, or is returned to us due to the inability to deliver a package containing batteries. Refunds are not given for shipping and insurance costs on returned packages. We do not cover costs for reshipment. Refunds or replacements are not given for packages that are missing/lost due to this until the package arrives back in our office.
If you chose to do a local pickup from our warehouse, you will notified when your order is ready for pickup. Please ignore any additional emails that state "Your order has been shipped". Orders are usually fulfilled within 1 to 2 business days (M-F). Delays may occur depending on the order volume we experience. This is especially true during sales, new product launches, and around the winter holidays. Orders placed for pick-up are in the same queue as orders being shipped out. Choosing pick-up does not fulfill your order any faster than selecting your order to be shipped out.
You may pick up your order between the operating hours of 9:00am - 3:30pm Monday - Friday, excluding some holidays. Pickup is not available on the weekends. When you arrive to our building, you will see a box directly across from the big glass doors at the entrance with our pick-up packages.
If you will be unable to pick up your order in this timeframe, you will need to have your order delivered. Any orders not picked up within 10 business days will be cancelled/refunded.
Please note we are not a retail storefront, and we do not allow customers into our operation. Your respectful cooperation is greatly appreciated. If you have any questions regarding pickups, please reach out to support@handheldlegend.com
Our pickup location will be outside our office door - directly across from the building entrance:
519 Davisville Road
Unit 102
Willow Grove PA, 19090
Navidium Shipping Protection is a cost-effective way to ensure your order is protected. At checkout you have the option to add Navidium to your order. By opting out of shipping protection, you acknowledge that Hand Held Legend is not liable for lost, damaged, or stolen shipments. Refunds/replacements will not be provided in this scenario.
Look over the guidelines to file a claim on time and properly. It is up to the customer to file a claim during the time frames given. If a claim is not filed by the customer on time, we may only be able to honor up to a 50% refund or replacement package/item if there is an issue with the order, at our discretion.
If you do not have Navidium Shipping Protection on your order and the package is lost, the customer will need to wait for our support team to attempt to locate the package with the shipping company or attempt to receive a credit. If a credit is given to us by the shipping company, we can only then process a refund or replacement package.
If you file a claim with the shipping company on your package for any reason, it is up to you to complete this claim. You can reach out to our support team to provide you with any documentation you may need to do so. When you file a claim, compensation either goes to you or to us. If you file a claim with compensation going to you, we consider the transaction complete and cannot offer replacements or refunds regardless of Navidium Shipping Protection status.
Products and shipping options do not include international taxes, duties, VAT or other fees as regulated by foreign governments. As listed on the cart page during checkout, all orders are DDU. We take no responsibility for customs/import charges. If you are unaware of the current policy for your state/country of residence, please contact your local customs office before ordering so you know what to expect.
Customers who do not wish to pay customs fees for any reason after your order has been shipped, cannot have their items refunded until the package arrives back to us. We may not see any further tracking updates on the package tracker, which means that we cannot provide an estimated return date. We will not refund for shipping or Navidium Shipping Protection costs. Shipping companies may dispose of packages refused for delivery due to customs fees. In that scenario, we are unable to offer a refund or replacements.
We are not responsible for any issues related to customs authorities and taxes. Please review your countries customs laws before proceeding with purchase.
By ordering you agree to accept any import or customs charges for your order.
No. We are legally required to provide an unaltered purchase amount and invoice according to your countries import laws. Changing prices is illegal.
If a package is refused for delivery by the customer for any reason, this package could potentially be disposed of by the shipping company and/or may not be returned to us for several reasons. In this scenario, you may be subject to a waiting period to determine if/when the package may be returned to us. If it is determined that the package will not be returned to our office, we may honor up to a 50% refund of the items in your order at our discretion.
If a package has been deemed as 'Undeliverable' by the shipping company for any reason, including but not limited to, the customer entering in an address incorrectly/incomplete, inaccessible mailbox, missing correct name from shipment on mailbox, failure to pick-up package at post office after unsuccessful delivery, refusal to/did not pay customs fees, and more, this may also result in the package being disposed of by the shipping company or it may be lost in transit back to us. In this scenario, we may honor up to a 50% refund or replacement of items at our discretion. If proof of a return-to-sender has begun, we may not see any further tracking updates on the package tracker. This means that we cannot provide an estimated return date. The customer must wait until the package has arrived back to us for re-shipment or refund and customers are responsible for re-shipment costs. We do not refund shipping costs or Navidium Shipping Protection in these scenarios.
We ship lithium ion batteries internationally, however we do NOT ship them via DHL. Purchases made containing this type of battery will be shipped by a third party international supplier.
Domestic orders are eligible for lithium ion battery shipment as they are packed with equipment and abide by US shipping law.
Orders that have been marked "delivered" or "delivery attempted" or other phrases that maintain the same meaning as those prior, are considered complete. If you are still missing your order, please contact your local post or customs office, check with a neighbor for a delivery address mistake or your security cameras for theft. Anyone can state that their package has not been delivered even if is has. The majority of our customers are trustworthy, but some are not, and tracking information is the only we can ensure receipt of our shipments.
If you have Navidium Shipping Protection on your order, please file a claim with us as per our guidelines for this situation. It is the responsibility of the customer to file a claim during the time frames given. If there is an issue with filing your claim, please contact support.
If you do not have Navidium Shipping Protection on your order, we are unable to process any refunds or replacements in this scenario.
IPA shipments via international mail, may not come with tracking information for the last mile delivery. Please consider purchasing protection for these package as they are not 100% secure due to foreign policy agreements.
If an address and/or name has been entered incorrectly by you and your order has been fulfilled by our shipping team, we are unable to refund/replace the package. Please contact the shipping company to perform a package intercept or attempt to change the address/name. If you are unsuccessful in this, it may result in the package being disposed of by the shipping company. It may also result in the package being successfully delivered to the incorrect address. If proof of a return-to-sender has begun, we may not see any further tracking updates on the package tracker. This means that we cannot provide an estimated return date. The customer must wait until the package has arrived back to us for re-shipment or refund. We do not refund shipping and Navidium Shipping Protection costs in these scenarios and customers must pay re-shipment costs.
You may reach out to support@handheldlegend.com to request a name or address change before your order is fulfilled by our shipping department. However, please note that we cannot guarantee these changes will be implemented in time, as the support messages may not be seen before the order is fulfilled. Once your order has been shipped, we are unable to modify the original information provided, and you will be responsible for resolving any issues that arise due to incorrect details.
Hand Held Legend is not responsible for packages that have been marked as "delivered" or "attempted for delivery". Please make arrangements to be present for your delivery or provide a secure place to deliver them.
If you have Navidium Shipping Protection on your order, please file a claim with us as per our guidelines for this situation. It is the responsibility of the customer to file a claim during the time frames given.
