Frequently Asked Questions
The best place to get to know us is on our About Us page.
We stock hardwares and softwares for the new generation consoles – PlayStation 4, Xbox One and Nintendo Switch. We also have accessories for these consoles. If there is anything you are looking for that you cannot find, please tell us about it here.
Stock Availability
We work very hard to provide an excellent service for our customers, and to ensure that our site display 100% up-to-date information. However, in exceptional circumstances, our site may show as available items which may no longer be in stock; we therefore reserve the right to cancel the order.
If you ordered an item that is no longer in stock, we will contact you and where necessary refund you for the unavailable items.
If the item you are looking for is not in stock, please enter your email address into the “Back In Stock” box provided on the product page and you will be notified by email as soon as we have restocked.
All our stock are displayed on the site; if there is something you want and you cannot find it, please complete this form and one of our customer service specialists will be in touch with you.
Otherwise, you can contact us.
Delivery
Yes, we deliver nationwide across Nigeria. Please see our Delivery Policy for the delivery options available to your location. Kindly note that your location and delivery option may also determine the payment option available to you.
All Lagos orders are despatched on the same day they are received, provided you make your order before 2:00PM. For outside-of-Lagos orders, your order would be despatched at 5:00PM on the day the order is made.
For the avoidance of doubt, cut-off for ensuring same-day despatch in Lagos is 2:00PM, and outside-of-Lagos is 5:00PM.
Please see our Delivery Policy for details about estimated delivery times for orders. Please note that we are currently unable to give you a particular time when your order will be delivered during the day – if you are not available throughout the day, kindly provide us with your availability when making the order. This is no guarantee that we will deliver at that particular time, but we will work towards it.
To ensure that we do not miss you, kindly make arrangements for someone to receive your order in your absence.
For a number of reasons we do not allow customers to test our products before payment.
For starters, you would delay the despatch rider delivering your order – our despatch riders have numerous deliveries throughout the course of the day and we do not accept any disruption to their delivery schedule.
We only provide customers with original products – if there is any issue with any of our products you may return it in accordance with our Return Policy.
Contact us and we will be able to update you about the whereabouts of your order.
Please bring this to the attention of the despatch rider delivering your order. We will either provide a replacement or a full refund (including courier cost).
If your order arrives and one or more items are missing, contact us immediately to inform us. We will investigate this matter with our warehouse and the courier.
We aim to despatch orders as soon as possible; if you inform us before we despatch your order, we will change your delivery address. Please contact us and provide us with your order number – note that we might have to revise the courier fees for the order.
If your order has already been despatched then we will have to wait for it to be returned from the incorrect address before we can action the change in address – please note that this may invariably mean you would have to pay for additional courier fees.
Payment
No, our Sales Assistants do not have the authority to negotiate the prices of our items. However, you should note that a lot of hard work has gone into sourcing and pricing these items, so you can rest assured that we are offering you one of the best (if not the best) prices available.
Short answer is yes but with qualifications. Please see below:
- Existing customers in Lagos – Can pay for products and courier at the point of delivery;
- New customers in Lagos – Must pay for courier before we despatch, however can pay for products at the point of delivery;
- Existing customers outside Lagos where delivery is effected by our logistics partner – Can pay for products and courier at the point of delivery;
- New customers outside Lagos where delivery is effected by our logistics partner – Must pay for courier before we despatch, can pay for items at the point of delivery;
- Any customer outside Lagos where delivery is by waybill (or overnight bus) – Must pay for courier and items before we dispatch.
Please see question above.
We have numerous payment options available as follow:
- Debit/Credit Card on the Site or at our offices
- Bank transfer to: Shogbom Investment Limited, Guaranty Trust Bank, 0255825354
- Cash payment to courier upon delivery (please refer to our payment on delivery policy above) or at our offices
Cancellation
Yes you can and you will be refunded accordingly. If your order has been despatched before cancellation, we will retain the courier fees and refund any residual amount.
Refunds are processed on the day you are notified about them. Kindly allow 1 business day for the refund to reflect in your bank account.
Return/Refund
Games, consoles and accessories can be returned within 3 days of receiving your order, provided they have not been removed from their original packaging. Once we receive the returned item, we will process your refund. Please note that we reserve the right to deduct the courier cost for sending the order and picking it back up from you.
Production Information
Please look through our Knowledgebase, if you still cannot find the answer to your question, kindly contact us.
Yes, unless we indicate in the product description that it is pre-owned.
At the moment, VG Stores does not purchase pre-owned products, however there are plans underway to commence this. See here for further information on this.
We source our products from various sources; packaging of the product might therefore not be in English language. We however endeavour to ensure that the the in-game language is English. All the same, we cannot guarantee the exact list of languages available for each game. For more specific information, you will need to consult the publishers official website.
Please refer to this article. Due to the organic nature of new generation gaming, publishers release updates from time to time (including on day of release) which require the internet to download. We can therefore not guarantee whether or not you would require internet in order to play a video game software you purchased, or in fact how much GB you would be required to download.
The new generation consoles which we deal in are region-free i.e. there is no region locking. However, care should be taken when purchasing DLC and digital codes – these are region locked to the region you set up your PSN Account. For more on this topic, please see this article.
Pre-Orders
It is our objective to deliver all pre-orders within the prearranged delivery time frame – by the official release date. We therefore continually review our procurement procedure and our delivery partners to ensure that we satisfy our customers’ expectations.
There may however be occasions where due to unforeseen circumstances or human error, delivery is delayed. If there is an issue that affects your order from reaching you on the release date, we will contact you to advise you of the issue and notify you of a date when you should expect delivery.
Please ensure that all contact information you provide us with is correct and accurate as we will contact you through the contact details provided on the order.
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