Question 1

Do I need a membership to buy something?

Accepted Answer

No. Anyone can browse the shop and check out. A Free Play account earns Broad Street Points on every purchase and gets your referral link; Broad Street VIP adds earlier access and 5% off shop products.

Question 2

Are the games and consoles tested?

Accepted Answer

Yes. Every order is cleaned, tested and photographed before it leaves us, and every listing shows photos of the actual copy you receive rather than a stock image.

Question 3

What does a condition grade mean?

Accepted Answer

Sealed, complete in box, loose, box and game, game only, box only, manual only, refurbished and for parts each describe a different thing. The condition guide explains every grade in plain terms.

Question 4

Where do you ship?

Accepted Answer

Anywhere in the United States, with tracked carrier service. We are online-only right now; a physical shop in the Woodbury, New Jersey area is planned.

Question 5

What does 'Refurbished' mean?

Accepted Answer

Hardware or a game we repaired, cleaned or rebuilt ourselves before listing. The listing says what was done, and it is tested working before it ships. The condition guide covers every grade.

Question 6

When does a new drop open?

Accepted Answer

New pieces go out on Fridays at midnight New Jersey time. That means Thursday night at midnight (12:00 AM Friday ET): Broad Street VIP members buy the moment it opens, and everyone else, Free Play members included, gets in Saturday at 12:00 AM ET. The window resets Monday.

Question 7

How do I hear about a drop before it lands?

Accepted Answer

Sign up for release alerts and you get a reminder before the window opens, so you are not guessing what time it goes live.

Question 8

What if I miss a drop?

Accepted Answer

Pieces that sell are gone, but restocks happen when another collection comes through. Add something to your watchlist and we email you when it returns.

Question 9

How do I earn Broad Street Points?

Accepted Answer

Free Play members earn 10 to 20 points per dollar (1% to 2% back) and Broad Street VIP members earn 20 to 30 (2% to 3% back), rising with the piece's rarity. Any single piece earns at most $10 in credit. Points post once your order is complete.

Question 10

What are Broad Street Points worth?

Accepted Answer

1,000 points is $1 in store credit, applied as a one-time discount on a future order.

Question 11

Do Broad Street Points expire?

Accepted Answer

After 12 months with no activity. Any purchase resets the clock, and we email you before anything is about to lapse.

Question 12

Do points apply to everything?

Accepted Answer

Almost. A few rare or professionally graded pieces are excluded, and those listings say so.

Question 13

How fast do you ship?

Accepted Answer

Orders are processed on business days and most ship within two business days of payment clearing. Tracking is emailed as soon as your label is scanned.

Question 14

Can I return something?

Accepted Answer

You have 14 days from delivery. If a piece does not match the condition described on its listing, we cover return shipping and refund you in full. For change-of-mind returns the item must come back as it shipped and you cover return shipping.

Question 15

Is there a warranty?

Accepted Answer

Yes. Every console, handheld and game comes with a 14-Day Warranty from delivery. If it stops working from normal use, we repair, replace or refund it. Drops, liquid damage, third-party repairs or modding and unsuitable power supplies are not covered. Email us with your order number to start a claim.

Question 16

What cannot be returned?

Accepted Answer

Sealed and professionally graded items are final sale once opened, and digital gift cards, redeemed store credit and personalized items are non-returnable.

Question 17

How do I start a return?

Accepted Answer

Email connect@broadstreetexchange.co with your order number, the item and the reason. We reply with instructions and an address. Please wait for them before shipping anything back.

Question 18

Do you buy collections?

Accepted Answer

Yes. Loose cartridges and discs, complete-in-box and sealed pieces all qualify. Send us a list through the trade-in form and Kenny & Ryan reply within 24–48 hours with an offer.

Question 19

How do I get paid for a trade-in?

Accepted Answer

You choose cash or store credit. The offer is finalized once we test the items, and we confirm the details with you before anything is agreed.

Question 20

Can I buy a gift card?

Accepted Answer

Yes, digital gift cards are available in the shop now, in selectable values, and can be sent by email. They work online today and in the Woodbury clubhouse once it opens. Gift cards don't count toward free shipping and aren't covered by the 14-day warranty.

Question 21

Do gift cards expire?

Accepted Answer

They do not expire, and they are non-returnable once bought. Which is what makes them a safe present.

Question 22

What does Broad Street VIP include?

Accepted Answer

$5 a month or $50 a year: 5% off every shop product, up to 3% back in Broad Street Points, 10% more trade-in credit, early access to every Friday drop, and alerts before a release goes live.

Question 23

Can I switch between Free Play and VIP?

Accepted Answer

Any time. The Broad Street Points you have earned stay with your account whichever tier you are on.

Question 24

How do referrals work?

Accepted Answer

Every account gets its own referral link. A friend who signs up through it and spends $40 or more on merchandise earns points, and so do you, once their order clears the return window.

Question 25

How do I reset my password?

Accepted Answer

From the sign-in page, choose reset and enter your email. A reset link goes to the exact address on the account, and only that address. Reset links only work once, so set your new password while it is still valid.

Question 26

What do you do with my personal information?

Accepted Answer

It is used to run your account, orders and alerts, and nothing else. The privacy policy spells out exactly what is stored and why.

Question 27

Are you opening a real store?

Accepted Answer

It is in the works. We are online-only today, and our Woodbury clubhouse is on the roadmap. We are aiming for 2027.

Question 28

What is planned for the Woodbury clubhouse?

Accepted Answer

A home base for the community: tournaments, BYOB retro nights, and rows of arcade machines. Schedules, entry details and dates get announced as they are locked in.

Question 29

How do I find out first?

Accepted Answer

Sign up for our emails and follow Broad Street Exchange on Instagram. The storefront announcement lands there before anywhere else.

Frequently asked questions

Shopping

Friday releases

Broad Street Points

Shipping and returns

Trade-ins and gift cards

Membership

Your account

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