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Repair & Part Order Frequently Asked Questions
All questions and answers shown. Please scroll down to view the entire page.
Advance Replacement Questions
If you have any questions or need to have the instructions resent to you, please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700. Representatives are available seven days a week from 6 a.m. to 7 p.m. Pacific time.
Below are definitions of the different statuses your Advance Replacement order may be in:
Adv Replacement Shipped - Awaiting Return
Your Advance Replacement system has been shipped to you and Nintendo is now awaiting the return of your non-working system. To avoid being charged your system must be received at Nintendo within 21 days from the ship date of your Advance Replacement system.
Complete - Return Received
Your non-working system has been received and processed by Nintendo. Your credit card information has been deleted from your order and you will not be charged.
Complete - Credit Card Charged
Your non-working system was not received within the agreed upon time and your credit card has been charged the amount indicated on the invoice received with your order.
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 - Cancel
Your Advance Replacement order has been canceled. Please contact Nintendo Consumer Service Administration Department (contact info below) for more information.
If you have any questions or need to have the instructions resent to you, please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700. Representatives are available seven days a week from 6 a.m. to 7 p.m. Pacific time. Be sure to include your original order number, name and complete mailing address.
If you have any questions please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700. Representatives are available seven days a week from 6 a.m. to 7 p.m. Pacific time. Be sure to include your original order number, name and complete mailing address.
We are only able to provide tracking information on U.S. orders shipped via UPS or Federal Express and Canadian orders shipped via Canada Post or Purolator. Tracking information is not available for items shipped via U.S. mail.
Repair Shipping/Status/Update Questions
FedEx (U.S.)
If you used our FedEx Return Program you can track your shipment online at www.fedex.com or call 1-800-463-3339. Your tracking number is located by following the link to the FedEx label in the instruction email you received. For shipments from Puerto Rico shipments, the tracking number is located on the receipt portion of your FedEx airbill.
UPS (U.S.)
If you used our UPS Return Program, you can track your shipment online at www.ups.com. Your tracking number for the return shipment to Nintendo can be found on the receipt portion of your return label.
Purolator (Canada)
If you used our Canadian Factory Repair Program you can track your shipment online at www.purolator.ca. Your tracking number for the return shipment to Nintendo can be found your copy of the Purolator Waybill.
You may also e-mail Nintendo's Consumer Service Department or call 1-800-255-3700 for assistance. Representatives are available from 6 a.m. to 7 p.m., Pacific Time, 7 days a week.
If you shipped your repair to Nintendo using another method, please contact that carrier for delivery information.
In Canada, if you have shipped your product to one of our Canadian Service Centres, the approximate turnaround time is 14-21 business days.
Turnaround time is calculated from the time we receive your product, to when your product is delivered back to your home. It does not include the shipping time required for the product to reach Nintendo. If you have waited more than the suggested turnaround time, please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700 for assistance. Representatives are available from 6 a.m. to 7 p.m., Pacific Time, 7 days a week.
Repair Program Questions
Once you have printed your FedEx label, you have five (5) days to re-print the label. If it has been more than five (5) days since you originally printed your label and you would like to print it again, please e-mail Nintendo's Consumer Service Department.
Please include your name, address, phone number, and Repair Order number in your email.
Repairs - General Repair and Warranty Questions
If the company that manufactured your product is not listed among our licensees, you may be using an unlicensed product. We do not have information on unlicensed companies or products as these products are not recommended for use with our systems. Please read this important information about unlicensed products.
If you live in Latin America, click here for your repair options. For all other areas, try our international distributors list for repair information, or return to the retailer where purchased.
Part Orders - Terms and Conditions
Items offered on the Nintendo Online Store are for personal use only. All orders of a particular item are subject to quantity limitations of five (5) or less. We reserve the right to cancel orders that appear to be for commercial or retail use. These restrictions apply to orders placed by the same customer, those using the same credit card, or those using the same billing/shipping address. In the event your order is canceled, we will attempt to notify you using the e-mail provided with your order.
Your receipt of an e-mail order confirmation does not signify our acceptance of your order, nor does it confirm our offer to sell any products to you. Nintendo reserves the right to accept or decline your order for any reason at any time. In some cases, additional verification is needed before your order can be accepted.
If additional information is required, we will attempt to contact you via e-mail or phone using the information you provided with your order. If we are unsuccessful in our attempts to contact you, we have the right to refuse or cancel your order regardless of whether or not your order has been confirmed with a confirmation e-mail.
Shipping and delivery times given on our site will not take effect until your order is approved.
Parts and Accessories
Within 30 days after a delivery of your order, you may return the item(s) purchased directly from Nintendo, for a full refund or exchange. Nintendo will not accept returns of the following: (a) any item that is returned more that 30 days after delivery; or (b) any item that is not in its original condition, is damaged, or is missing parts. To return an item for a refund or exchange, please send it to the appropriate address listed below, along with a letter explaining whether you would like a refund or exchange:
U.S. Residents
Return product to:
Nintendo of America Inc.
Attn. CS Returns
12521 128th Lane NE, Suite B
Kirkland, WA 98034-7719
Canadian Residents
Return product to:
Nintendo of Canada
2925 Virtual Way
Suite 150
Vancouver, BC V5M 4X5
Be sure to include your name, address, daytime phone number, e-mail address, and your order number. Please send the package via a registered or insured shipping method, as Nintendo will not be responsible for lost or misdirected packages. Nintendo will not refund the cost of shipping unless the return is a result of an error on our part.
In the event you request a refund for a return, we will apply the credit to the same credit card that was used for the order. Credits should appear within two billing cycles. Please e-mail us by clicking here, or call 1-800-255-3700 or for more information.
Software
Within 30 days after delivery of your order, you may return unopened software purchased directly from Nintendo, for a full refund. Nintendo will not accept refunds for the following items: (a) any item that is returned more than 30 days after delivery; or (b) any item that is opened or unsealed; or (c) any item that was not purchased directly through Nintendo.
Within 30 days after delivery of your order, you may return defective software purchased directly from Nintendo, for exchange for the same item. Nintendo will not accept exchanges for the following items: (a) any item that is returned more than 30 days after delivery; or (b) any item that is not in its original condition, is damaged, or is missing parts; or (c) any item that was not purchased directly through Nintendo.
To return software for refund or exchange, please send it, along with a letter explaining why your are returning the software, to the appropriate address listed below:
U.S. Residents
Return product to:
Nintendo of America Inc.
Attn. CS Returns
12521 128th Lane NE, Suite B
Kirkland, WA 98034-7719
Canadian Residents
Return product to:
Nintendo of Canada
2925 Virtual Way
Suite 150
Vancouver, BC V5M 4X5
Be sure to include your name, address, daytime phone number, and your order number. Please send the package via a registered or insured shipping method, as Nintendo will not be responsible for lost or misdirected packages. Nintendo will not refund the cost of shipping unless the return is a result of an error on our part.
In the event you request a refund (see "Refund" information above), we will apply the credit to the same credit card that was used for the order. Credits should appear within two billing cycles. Please contact us at noaorder@noa.nintendo.com or call 1-800-255-3700 for more information or if you have questions.
If it has been more than 30 days after delivery of your order, please visit www.nintendo.com/consumer/index.jsp or call 1-800-255-3700 for troubleshooting information and repair or replacement options. Please do not send any products to Nintendo without contacting us first.
We make every effort to ensure that the information on Nintendo's Online Store is complete, current and error-free. Despite these efforts, there may be instances where information regarding a product contains inaccurate or incomplete data, including with respect to price and availability.
In the event a product is mispriced, Nintendo reserves the right to cancel any orders placed for that item at the incorrect price. We may also attempt to contact you via e-mail to see if you would like to proceed with the order at the correct price.
If you no longer wish to purchase the item, you may request that the order be canceled.
For your convenience, your credit card will not be charged until your order ships. We will, however, obtain preauthorization from your credit card company prior to shipping your order which may result in a reduction in your available credit by your credit card company. Please contact your credit card company for more information.
If part of the order is backordered, you are charged for the price of the initial items shipped and the full shipping and handling charge. When the backordered items are shipped, you will then be charged for those remaining items; no additional shipping and handling fees will be charged. Orders that are canceled by either you or Nintendo are not charged to your account if the cancellation occurs prior to shipment of your order.
If you want to cancel your order after it has shipped, see our Returns Policy for instructions, or contact Nintendo at 1-800-255-3700 or e-mail us by clicking here.
Part Orders - Shipping Questions
Part Order Status definitions:
Pending - Your order has been received and is awaiting approval.
Preparing Order - Your order has been approved and is being prepared for shipping.
Shipped - Your order has been shipped.
Backordered - This item is currently unavailable and will ship as soon as it is in stock.
Order Problem - There is a problem with your order. Please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700 for assistance.
On Hold - Your order has been placed on hold. Please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700 for more information.
Canceled - Your order has been canceled either by you or by Nintendo. If have questions as to why your order was canceled, please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700 for more information.
Partial Ship - This may be necessary if you have ordered more than one (1) item and not all of the items are available to be shipped. The reason an item may not be available is that it is on backorder or a pre-order.
Complete - Return Received - Your non-working system has been received and processed. Your credit card information will be deleted from your order and you will not be charged.
Complete - Credit Card Charged - Your non-working system was not received within 21 days after delivery of your Advance Replacement system. Your credit card has be charged the amount due indicated on the invoice received with your Advance Replacement order.
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 what Nintendo received, someone from our Consumer Service Administration Department will be in contact. Please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700. Representatives are available seven days a week from 6 a.m. to 7 p.m. Pacific time. Be sure to include your original order number, name and complete mailing address.
*Ground shipping is not available for orders going to Hawaii or Alaska (only standard U.S. Mail or expedited shipping methods available).
| U.S. |
Method |
Price |
Normal Processing Time |
Shipping Time |
Total Ship Time |
| Standard Shipping | ||||
| Order total $5.00 and under U.S. Mail |
$2.00 | 1-3 Business Days | 3-7 Business Days | 4-10 Business Days |
| Order total $5.01 and over UPS Ground |
$5.00 | 1-3 business days | 1-5 business days | 2-8 business days |
| Expedited Shipping: | ||||
| UPS Blue (two day) | $7.00 | 1-2 business days | 2 business days | 3-4 business days |
| UPS Red (one day) | $13.00 | 1-2 business days | 1 business day | 2-3 business days |
| Canada: |
Method |
Price |
Normal Processing Time |
Shipping Time |
Total Ship Time |
| Standard Shipping | ||||
| Order total $5.00 and under Canada Post Expedited |
$3.00 | 2-4 Business Days | 2-7 Business Days | 4-11 Business Days |
| Order total $5.01 and over Canada Post Expedited |
$7.00 | 2-4 business days | 2-7 business days | 4-11 business days |
| Express Shipping: | ||||
| Canada Post Xpresspost | $13.00 | 2-4 business days | 1-2 business days | 3-6 business days |
Please note: we do not currently offer Saturday or Sunday delivery.
Part Orders - Status/Update/Returns Questions
U.S. Residents
Return product to:
Nintendo of America Inc.
Attn. CS Returns
12521 128th Lane NE, Suite B
Kirkland, WA 98034-7719
Canadian Residents
Return product to:
Nintendo of Canada
2925 Virtual Way
Suite 150
Vancouver, BC V5M 4X5
In your letter of explanation, please be sure to include your name, address, daytime phone number, and your order number.
Part Order Status definitions:
Pending - Your order has been received and is awaiting approval.
Preparing Order - Your order has been approved and is being prepared for shipping.
Shipped - Your order has been shipped.
Backordered - This item is currently unavailable and will ship as soon as it is in stock.
Order Problem - There is a problem with your order. Please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700 for assistance.
On Hold - Your order has been placed on hold. Please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700 for more information.
Canceled - Your order has been canceled either by you or by Nintendo. If have questions as to why your order was canceled, please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700 for more information.
Partial Ship - This may be necessary if you have ordered more than one (1) item and not all of the items are available to be shipped. The reason an item may not be available is that it is on backorder or a pre-order.
Complete - Return Received - Your non-working system has been received and processed. Your credit card information will be deleted from your order and you will not be charged.
Complete - Credit Card Charged - Your non-working system was not received within 21 days after delivery of your Advance Replacement system. Your credit card has be charged the amount due indicated on the invoice received with your Advance Replacement order.
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 what Nintendo received, someone from our Consumer Service Administration Department will be in contact. Please e-mail Nintendo's Consumer Service Department or call 1-800-255-3700. Representatives are available seven days a week from 6 a.m. to 7 p.m. Pacific time. Be sure to include your original order number, name and complete mailing address.
Part Orders - Order Entry Questions
To use the print order form option, simply select the items you wish to order from our online store, proceed to checkout, fill in your personal information, and then choose the "print order form" option. The order form will show the items you want to order and automatically calculate all applicable prices, taxes and shipping/handling costs. Include a check or money order (made payable to Nintendo) and mail the form and payment to Nintendo at:
Nintendo of America
PO Box 97032
Redmond, WA 98073-9732
Once your order is received here at Nintendo, it will usually be processed within one to three (1-3) days and shipped based on the shipping method you requested.
You may also call our Consumer Service Department at 1-800-255-3700 to place an order with one of our Consumer Service representatives, using a Visa or MasterCard. Representatives are available from 6 a.m. to 7 p.m., Pacific Time, 7 days a week.
If you live in a country other than the United States or Canada, you will want to contact the local distributor or a retail location in your area for information on the availability of parts, accessories, and other products. Link here for a list of international distributors.
Card Security Codes are not raised, so they are not scanned into standard credit card readers. In theory, these numbers are only visible to you. When you give your Card Security Code to a merchant, you assist the merchant in verifying that the order is being placed by you, the card holder.
We ask for the Card Security Code to help us detect fraudulent use of credit cards. This additional step allows us to greatly enhance the safety and security of our ordering process as it is generally only the card holder who will have access to these numbers.
Flip your card over and look at the signature box. You should see a 16-digit credit card number followed by a special 3-digit code. This 3-digit code is your Card Security Code.
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Card security code | ![]() |
Card security code |
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Nintendo of America Inc. Headquarters are in Redmond, Washington