Advance Replacement Questions

 

Advance Replacement Shipping

 

  1. How do I change the address of an Advance Replacement order?

    Please email Nintendo's Consumer Service Department with your request. We are also available at 1-800-255-3700 between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

    Please include your name, address, phone number, and Order number in your email. Not providing this information will increase the time it takes to receive a reply.

    Keep in mind that Advance Replacement orders are shipped with expedited shipping in most cases, so changing the address may not be possible.

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  3. Why is tracking information not available on some orders?

    We are only able to provide tracking information on U.S. orders shipped via UPS and Canadian orders shipped via Canada Post or Purolator. Tracking information is not available for items shipped via U.S. Mail.

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Advance Replacement Returns

 

  1. Can I track the delivery status for the return of my non-working product?

    Yes. The tracking number for the return shipment to Nintendo can be found on your pre-paid shipping label. For U.S. shipments, go to www.ups.com. For Canadian shipments, go to www.purolator.ca. Both websites have a "track shipment" option.

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  3. I lost the Advance Replacement pre-paid UPS return label provided by Nintendo. Can I request a replacement and will I be charged for shipping again?

    We will gladly send you a replacement label at no additional charge. Please email Nintendo's Consumer Service Department with your request. We are also available at 1-800-255-3700 between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

    Please include your name, address, phone number, and Order number in your email. Not providing this information will increase the time it takes to receive a reply.

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  5. Where can I go online to see if Nintendo has received my non-working product?

    Use the "Part Order Information" look-up found on the left side of support.nintendo.com to look up the status of your Advance Replacement order. Important note: Because Advance Replacements are technically Part Orders, you must enter the number in the "Part Order Information" box.

    Below are definitions of the different statuses your Advance Replacement order may be in:

      Adv Replacement Shipped - Awaiting Return

      Your Advance Replacement product has been shipped to you and Nintendo is now awaiting the return of your non-working product. To receive a refund for your non-working product, your product must be received at Nintendo within 21 days from the ship date of your Advance Replacement product.

      Complete - Return Received

      Your non-working product has been received and processed by Nintendo. Your credit card has been refunded for the cost of the product.

      Adv Replacement - On Hold

      Your return package has arrived at Nintendo, but has been placed on hold pending further research. If there are questions or problems with your return shipment, one of our Consumer Service Representatives will contact you. Once the issue has been resolved, your order will be completed and the status updated accordingly.

      Adv Replacement - Canceled

      Your Advance Replacement order has been canceled due to a credit card decline or other issue. For more details, please contact Nintendo's Consumer Service Department at 1-800-255-3700 between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

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  7. When will I receive my refund for returning my non-working product?

    The refund will be processed by Nintendo when your non-working product is received in acceptable condition. Refunds can take up to two billing cycles to appear on your credit card statement. The amount of time a refund takes to post to your bank or credit card account is determined by your bank or credit card issuer.

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  9. Why was my refund less than the cost of the product?

    If your non-working system is found to have physical damage, it is not covered by our warranty. In cases like this, we will only issue a partial refund. For more details, please review the Advance Replacement Terms & Conditions.

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