Frequently Asked Questions
ORDERS & PURCHASING
Q: How do I place an order?
A: Browse our product catalog, add items to your cart, and proceed to checkout. We accept all major credit cards, Apple Pay, Google Pay, Shop Pay, and PayPal. All transactions are secured with SSL encryption.
Q: Can I modify or cancel my order after placing it?
A: Orders can be modified or cancelled within 12 hours of being placed. After that window, your order may have entered fulfillment and changes may not be possible. Email contact@retrogeninc.com immediately with your order number if you need to make a change.
Q: Will I receive a confirmation after ordering?
A: Yes. You will receive an email confirmation immediately after your order is placed, and a second email with your tracking number once your order has shipped.
Q: Do I need an account to place an order?
A: No. You can check out as a guest without creating an account. However, creating an account allows you to track orders, view your order history, and check out faster in the future.
Q: Is my payment information secure?
A: Absolutely. RETROGEN INC. uses Shopify's industry-standard SSL encryption for all transactions. We never store your full credit card details on our servers.
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SHIPPING
Q: How long does shipping take?
A: Standard shipping takes 5–7 business days. Expedited shipping takes 2–3 business days. Overnight shipping is also available. All options and their costs are displayed at checkout.
Q: Do you offer free shipping?
A: Yes. We offer free standard shipping on all orders over $50.
Q: Do you ship internationally?
A: We currently ship within the United States only, including all 50 states. International shipping is something we are actively working toward and will announce when available.
Q: How do I track my order?
A: Once your order ships, you will receive an email with a tracking number. You can use that number to track your package directly on the carrier's website (USPS, UPS, or FedEx).
Q: My package shows as delivered but I haven't received it. What do I do?
A: First check around your property and with neighbors in case it was left in an alternate location. If you still cannot locate it, contact us at contact@retrogeninc.com and we will work with the carrier to resolve the issue.
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RETURNS & REFUNDS
Q: What is your return policy?
A: We accept returns within 30 days of delivery. Items must be unused, in their original condition, and in original packaging. See our full Shipping & Returns page for complete details.
Q: How do I start a return?
A: Email contact@retrogeninc.com with your order number and the reason for your return. Our team will respond within 1–2 business days with return instructions.
Q: How long does it take to receive my refund?
A: Once we receive and inspect your return, refunds are processed within 5–7 business days back to your original payment method. Your bank may take an additional 3–5 business days to reflect the credit.
Q: What if my item arrived damaged or defective?
A: We are sorry to hear that. Please email contact@retrogeninc.com within 48 hours of delivery with photos of the damage and your order number. We will send a replacement or issue a full refund at no cost to you.
Q: Do you offer exchanges?
A: We do not offer direct exchanges at this time. To get a different item, return your original order for a refund and place a new order for the item you want.
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PRODUCTS
Q: Are your products brand new?
A: Yes. All products sold by RETROGEN INC. are brand new and sourced directly from verified suppliers. We do not sell used, refurbished, or open-box items unless explicitly stated in the product listing.
Q: How do you ensure product quality?
A: Every product in our catalog goes through a sourcing review process before being listed. We vet suppliers for quality standards, safety compliance, and reliability. Products that do not meet our standards are not listed for sale.
Q: A product I want is out of stock. Will it come back?
A: We restock popular items regularly. If an item is out of stock, check back soon or email contact@retrogeninc.com to ask about restock timelines for a specific product.
Q: Do your products come with a warranty?
A: Warranty terms vary by product and manufacturer. Any available warranty information is listed on the individual product page. For warranty claims on specific products, contact us and we will help facilitate the process.
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ACCOUNT & TECHNICAL
Q: How do I create an account?
A: Click "Account" in the top navigation and select "Create Account." Enter your name, email, and a password to register.
Q: I forgot my password. How do I reset it?
A: Click "Account" then "Forgot password" on the login page. Enter your email address and we will send you a password reset link.
Q: How do I unsubscribe from marketing emails?
A: Click the "Unsubscribe" link at the bottom of any marketing email you have received from us. You will be removed from our mailing list immediately.
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CONTACT
Q: How do I contact RETROGEN INC.?
A: Email us at contact@retrogeninc.com. Our team responds to all inquiries within 2–3 business days Monday through Friday. For urgent matters related to a recent order, include your order number in the subject line for fastest response.
Q: Where is RETROGEN INC. based?
A: RETROGEN INC. is a U.S.-based eCommerce company. We sell and ship from within the United States.