Shipping Policy and Rates
Orders placed with us will be fulfilled within 1 to 2 business days. Delays may occur depending on the volume we experience. This is especially true during sales 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. 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 shown are estimates, not guarantees. Refunds will not be given under these circumstances.
Free Shipping for order of $75 or more*. Exludes Ultimate conoles and custom controllers.
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 3 weeks on average. Please note we are only able to ship 1 - 2 batteries per package through this service.
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 a battery. We are not responsible if a package goes missing or is returned to us due to the inability to deliver a package containing a battery.
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 a usually fulfilled within 1 to 2 days. Delays may occur depending on the volume we experience. This is especially true during sales and around the winter holidays.
You may pickup your order between the operating hours of 9:00am - 3:30pm Monday - Friday, excluding some holidays. We guarantee pickups on the weekend.
If you will be unable to pickup 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.
Our pickup location will be outside our office door:
519 Davisville Road
Willow Grove PA, 19090
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 firstname.lastname@example.org
Route Package Protection is a cost effective way to ensure your order is protected. At checkout you are automatically opted in to Route. By opting out of shipping protection from Route, you acknowledge that Hand Held Legend is not liable for lost, damaged, or stolen shipments. Refunds will not be provided in this scenario.
Look over the Route Package Protection Timelines 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 will only be able to honor up to a 50% refund or replacement package/item if there is an issue with the order.
If you do not have Route Shipping Insurance 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.
Duties, VAT, and other Taxes
Products and shipping options do not include international taxes, duties, VAT or other fees as regulated by foreign governments. We take no responsibility for customs/import charges. If you are unaware of the currently policy for your state of residence, please contact your local customs office.
Customers who do not wish to pay customs fees for any reason after your order has been shipped, cannot be refunded or replaced as the items may not be sent back. Shipping companies may dispose of packages in these scenarios.
By ordering you agree to accept any import or customs charges for your order.
Refusal of Package or Undeliverable Package
If a package is refused for delivery by the customer for any reason, including but not limited to refusal to pay customs fees, 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 will honor up to a 50% refund or replacement of the items in your order.
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, and more, this may also result in the package being disposed of by the shipping company. In this scenario, we will honor up to a 50% refund or replacement of items. 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 costs in these scenarios.
Shipping Lithium Ion Batteries
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.
Notice of Delivery
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 Route Package Protection on your order, please file a claim with them as per their timeline and 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.
IPA shipments via international mail, do not come with tracking information for the last mile delivery. Please consider purchasing insurance for these package as they are not 100% secure due to foreign policy agreements.
Name or Address Error
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. In this scenario, we will honor up to a 50% refund or replacement of items. 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 costs in these scenarios and customers must pay re-shipment costs.
Messages sent to our support email for name or address changes may not be seen by the time the order is fulfilled. Once an order is fulfilled, we cannot change the information you provided originally and you are now responsible for rectifying this issue as stated above. If you need to change the address or name on your order, please cancel/edit your order by following this guide.
My package was stolen! What now?
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 Route Package Protection on your order, please file a claim with them as per their timeline and guidelines for this situation. It is the responsibility of the customer to file a claim during the time frames given.
Can you declare a lower value on international customs forms?
No. We are legally required to provide an unaltered purchase amount and invoice according to your countries import laws. Changing prices is illegal.