These policies help ensure a smooth, fair, and consistent experience for all customers shopping with Level Up Games, a Pokémon TCG retailer and video game store serving Shippensburg, PA and central Pennsylvania. Please review them before shopping, trading, or placing an order with us online or in person.
1 Hours & Contact
In-Person Hours
Shop Hours (The Red Rocker)
| Monday |
11:00 AM – 7:00 PM |
| Tuesday |
11:00 AM – 4:00 PM - Use Basement Door |
| Wednesday |
Closed |
| Thursday |
11:00 AM – 7:00 PM |
| Friday |
11:00 AM – 7:00 PM |
| Saturday |
11:00 AM – 5:00 PM |
| Sunday |
11:00 AM – 5:00 PM |
Sunday Note: On the 1st and 3rd Sunday of each month, Greg will be in from 11:00 AM – 3:00 PM. On the 2nd and 4th Sunday, Greg will be off. You can always shop when Greg isn't in — The Red Rocker crew will be happy to help you.
Level Up Games is located at 15 Hershey Road in Shippensburg, Pennsylvania, inside The Red Rocker vendor mall. Hour changes and holiday closures will be announced on our Facebook page. For local pickup details, see In-Store Pickup.
Contact
Text: 717-804-0022 (text only, please)
We reserve the right to refuse service to any customer engaging in disruptive behavior, fraudulent activity, or actions that negatively impact the store environment.
2 Pricing & Sales
Pricing and Sales Policy
Prices on Pokémon cards, sealed products, video games, and collectibles are as marked unless otherwise stated.
All sales are final unless otherwise stated.
Sales tax is collected on all applicable purchases.
Out-of-Stock Pricing: Prices shown for sold-out items may not reflect future restock pricing.
No Holds: Items are first-come, first-served unless a checkout is completed.
Discount Codes: Only one discount code may be used per order. Store credit and discount codes can be applied toward pre-orders.
Order Acceptance: All orders are subject to acceptance. We reserve the right to refuse or cancel any order at our discretion, including for stock availability, pricing errors, or suspected fraud.
3 Buying & Trade
Buying and Trade Policy
Trade-in and cash rates for Pokémon cards, sealed product, Nintendo consoles, and video games may change at any time without notice. Current rates are listed on our Sell & Trade page.
We specialize in Nintendo games and consoles (Switch, 3DS, DS, Game Boy, and classic Nintendo titles), but are open to other consoles and platforms on a case-by-case basis.
Video game trade values are based on condition, completeness (case, manual, inserts), and current market value. Used consoles are evaluated for stick drift, battery condition, screen condition, and included accessories.
Customers may choose cash or store credit. Store credit typically offers the best value.
Payouts cannot be split between cash and store credit.
Unused store credit remains on your account for future use and can be applied through the Poké Perks button on our website. Store credit also stacks with Poké Perks rewards.
Store credit is non-transferable and has no cash value.
We accept Pokémon singles, sealed products, Nintendo Switch and handheld video games and consoles, and select collectibles in good condition.
All trades are final once agreed upon.
Items that are unofficial, altered, heavily damaged, or otherwise unsuitable for resale may be declined on a case-by-case basis.
4 Authenticity
Guaranteed Authentic Products
All products sold by Level Up Games are guaranteed authentic. This applies to every product category we carry — Pokémon cards, sealed Pokémon TCG products (English, Japanese, Korean, Chinese, and Indonesian), video games, consoles, and collectibles.
Items are reviewed before being listed for sale or accepted through trade. If an item sold by Level Up Games is ever proven to be not authentic, we will work with you to make it right.
For full details on our authentication standards, verification process, and what our guarantee covers, please visit our Guaranteed Authentic page.
5 Card Condition
Card Condition and Order Issues
We follow industry-standard condition grading (Near Mint, Lightly Played, Moderately Played, etc.) and do our best to list condition accurately for every Pokémon single we sell. Errors can happen and details can occasionally be missed.
If a single card you receive does not match the condition described, please contact us within 5 days of delivery with photos of the card at greg@levelupgames.shop. Depending on the market value and situation, we will handle it with a return, full refund, or partial refund.
6 Refunds, Returns & Damaged Items
Returns Overview
All TCG sales are final unless the item arrives damaged to the point of being unusable. Returns are accepted on the following items under specific conditions:
New video games, software, and toys: 14 days, unopened only
Used video games and software: 14 days, return for non-functional items only
Used video game consoles: 30-day defect warranty
New video game consoles: 14 days, unopened only
Damaged sealed TCG product: 48 hours from delivery, see Damaged Items below
Single trading cards: 5 days for condition issues, see Section 5
All sales on opened TCG and trading card products are final. Factory variance, pull-rate complaints, tears or imperfections in shrink wrap, and any issues with opened product are not eligible for returns or refunds.
Video Game & Console Returns
To be eligible for a return, your item must be in the same condition as received and include all original packaging, accessories, and proof of purchase.
New games, software, toys, and consoles must be unopened and in original packaging.
Used games and software must be in the same condition as sold and include any case, manual, or insert that came with the sale.
Used consoles must include all accessories that came with the sale (dock, controllers, charger, cables, etc.) and not have additional cosmetic or functional damage.
Returns require the original receipt or order confirmation.
The 14-day return window starts at the time of purchase for in-store sales and at the time of delivery for shipped orders.
Returns must be shipped within 14 days of receiving the return shipping label.
We do not charge restocking fees.
We cover return shipping for defective items. Buyer's remorse or non-defective returns are at the customer's expense.
Used Console 30-Day Defect Warranty
Every used console we sell comes with a 30-day defect warranty. If anything goes wrong during normal use within that window, we will work with you to make it right.
The warranty covers:
Hardware defects (non-functional unit, dead pixels, broken ports)
Battery failure beyond normal use
Functional issues not disclosed at the time of sale
The warranty does NOT cover:
Physical damage from drops, water damage, or accidents after purchase
Modifications, jailbreaking, or unauthorized repairs
Normal cosmetic wear during use
Pre-existing stick drift disclosed at the time of sale
Replaced sticks include a 45-day warranty. If we replaced the sticks on a console before sale, those sticks are covered for 45 days. If a replaced stick begins drifting within that window, we will replace it.
To claim warranty service, return the console to our shop with the original receipt. Item must be in the same condition as sold (no additional damage from customer use). Replacement, repair, or refund will be at our discretion based on availability.
What's Not Returnable
The following are NOT eligible for return:
Any product returned more than 14 days after purchase (in-store) or delivery (online)
Returns not shipped within 14 days of receiving the return shipping label
Any new product that has been opened, used, or removed from its original packaging
Any product not in its original condition as sold
Any product that is damaged, missing parts, or subjected to abusive use after sale
Any opened TCG or trading card product (sealed shipping damage policy applies separately — see Damaged Items below)
Trading card singles with condition issues fall under Section 5, not this return policy
How to Start a Return
To start a return:
Include your order number or in-store receipt details
Include photos of the item if applicable
We will respond with return instructions and a shipping label if needed
Ship the return within 14 days of receiving the return shipping label
Damaged Items
If a sealed product arrives damaged to the point of being unusable, contact us within 48 hours of delivery at greg@levelupgames.shop with photos of the packaging and the item. We handle all carrier insurance claims on our behalf — you do not need to deal with the post office or shipping carrier yourself.
For damaged sealed items, we will provide a replacement, refund, or partial refund depending on the situation, product availability, and severity of the damage.
To qualify for damage resolution:
Claims must be submitted within 48 hours of delivery
Clear photos of both the outer packaging and the damaged product are required
Damage must be the result of shipping or transit, not customer handling
The product must render the item unusable — minor cosmetic damage to outer packaging does not qualify
Tears or imperfections in shrink wrap are not considered damage. Shrink wrap protects product during shipping but is not part of the product itself. Tears, small punctures, or imperfections in the shrink wrap do not qualify for refunds or replacements.
For pre-order and backorder-specific details, see our Pre-Orders & Backorders page.
7 Shipping & Orders
Shipping and Online Orders
Processing Time: Orders typically ship within 1 to 2 business days from our Shippensburg, PA location.
Carrier: USPS Ground Advantage for most shipments.
Shipping Coverage: United States only. We do not ship internationally.
PO Boxes: We do not ship to PO boxes. Please use a standard shipping address, or select in-store pickup at checkout.
Tracking: Tracking information is provided by email once your order ships.
Address Errors: Contact us at greg@levelupgames.shop as soon as possible if you entered the wrong address. Once a package is in transit, we cannot redirect it.
Lost or Stolen Packages: Once a package is marked delivered, we are not responsible for theft or loss. If a package appears stuck in transit, please contact USPS or reach out to us within 48 hours of the last tracking update.
Free Shipping: Orders over $100 qualify for free standard shipping within the United States.
In-Store Pickup: Local customers in Shippensburg and the central PA area can choose In-Store Pickup at checkout. Pickup orders are held for up to two weeks after notification.
8 Events & Promotions
Events, Giveaways, and Promotions
Giveaway entries must follow all posted rules and entry requirements.
Winners are selected randomly and announced publicly.
Promotions may be limited by quantity, timing, and eligibility requirements.
We host regular events at our Shippensburg storefront, including Pizza & Pokémon and weekly Pokémon Trainer Meetups. Follow us on Facebook for the latest event schedule.
9 Fraud Prevention
High-Risk Orders and Fraud Prevention
We do not accept proxy or unofficial cards through trade.
Trades and purchases may be reviewed for authenticity and condition.
Online orders flagged as high-risk by Shopify may be canceled and refunded.
Manual entry of credit or debit card information is not accepted. All payment methods must be processed through approved, secure checkout systems.
10 Chargebacks & Disputes
Resolving Issues
If you have any issue with your order — including delays, damage, fulfillment problems, or anything else — please contact us first before filing a chargeback or dispute with your payment provider. We are committed to working with you to resolve any concern fairly and quickly.
Most issues can be resolved within 24-48 hours of reaching out. Filing a chargeback without first contacting us may delay resolution and result in additional fees on both ends.
You can reach us anytime by text at 717-804-0022, Facebook message, email at greg@levelupgames.shop, or in person at our Shippensburg shop during business hours.
11 Preorders & Backorders
Preorders, Backorders, and Special Orders
We offer pre-orders on select upcoming Pokémon TCG releases, other trading card products, Nintendo Switch games, and consoles, as well as backorders on temporarily out-of-stock items.
Full payment is required at the time of pre-order or backorder. We do not accept deposits or partial payments.
Store credit and discount codes can be applied toward pre-orders.
Pre-orders depend on manufacturer and distributor timelines and may be subject to delays outside of our control.
If a release is delayed by more than 60 days from the date listed when you pre-ordered, you may cancel for a full refund.
If we are unable to fulfill a pre-order or backorder due to manufacturer or distributor issues, you will receive a full refund to your original payment method.
Special orders may be available upon request and must be confirmed before purchase.
For complete details on how pre-orders and backorders work, including timelines, purchase limits, fulfillment, cancellations, and damaged items, see our Pre-Orders & Backorders page.
12 Sales Tax
Sales Tax
Sales tax is collected where required by law and is automatically calculated at checkout based on your shipping or billing address.
13 Privacy
Privacy
Your privacy and trust are important to us. We collect and use customer information only as needed to process orders, fulfill trades, and improve your experience with Level Up Games. For our complete Privacy Policy, please see the relevant page linked in the footer of our website.
14 Policy Updates
Policy Updates
Policies may be updated at any time. Changes take effect immediately once posted. Significant changes will be communicated through our website and Facebook page.
Have questions about these policies? Visit our FAQ or reach out anytime at greg@levelupgames.shop.
Last updated: 5/19/2026
