What are the shipping times for your products?
The average processing time is 24 hours on weekdays and 48 hours on weekends, most often the same day. Delivery is on average within 7 to 15 business days using Standard International shipping. Consoles are shipped directly from the factory in China, or, when availability allows, from warehouses located in the EU, usually Spain or Poland.
Refurbished products are shipped from France.
Do you ship to French overseas territories?
For now, the expedition is on hold while we find suitable logistics.
Where do you ship orders from?
Depending on the product, variant, or time period, shipping is done either from Asia, as close as possible to the manufacturing of electronic products, or from warehouses located in Europe. In both cases, the final journey from the regional sorting center to the customer is made via a local carrier: Colissimo, GLS, DPD, Colis Privé, Swiss Post, etc.
If the product is shipped from the country of manufacture, do I have to pay customs duties?
No, these fees are integrated into our logistics process and paid, if applicable, upon customs clearance. You pay the price indicated on the website, and only the shipping costs when applicable; there are no additional fees.
Do you provide shipment tracking information?
Yes, after placing your order, you will first receive an order confirmation email. This will be followed by an email with a tracking number to keep you informed of the progress of your order from its shipping location to delivery by logging into the parcel tracking page. You can also track the progress via dedicated sites like 17track.net, and via the tracking sites of local carriers such as Colissimo and DPD, once the order is taken over by the local carrier. In case of a delay in receiving the tracking number, or incomplete tracking information, contact our customer support: contact@dockandplay.fr or by chat.
Some items are missing from my order, what should I do?
Sometimes products are shipped separately depending on your order. For example, if your order contains items shipped from two different warehouses, there will be two deliveries. The rest of the order will likely arrive shortly. If you have any questions, please do not hesitate to contact us.
I received a damaged item. What can I do?
Simply send us a photo and/or video of the damaged item to the email address: contact@dockandplay.fr, on the chat or via the contact form, with an explanation, and we will send you a similar replacement item as quickly as possible.
Where are you located?
DOCK & PLAY is based in Paris, France.
I haven't received my order after 15 days. What should I do?
Shipping may take longer than expected due to customs clearance, international circumstances, disruptions, or temporary congestion at shipping companies, sorting centers, and delivery services. You can track your order and see where it is using the tracking number. If you need additional information about tracking your package, please contact us by email, chat, or using the form.
What to do if a package is lost or stolen?
In the event of loss or theft of a package certified by the local carrier with written proof, DOCK & PLAY will cover 100% of the cost of a new shipment.
Beyond the legal obligation, DOCK & PLAY offers the 100% Peace of Mind Guarantee as an option, allowing a new shipment without waiting for the outcome of the investigation opened with the carrier, and delivery with reinforced security, either by Registered Mail with Signature or by Relay Point delivery.
Do you have a refund policy?
We take great care to resolve any issues our customers may have. If you would like a refund on your order, please request it within 15 days of the order date. For more information, please read our refund policy .