Support

Need help with your iGameConsole order?

Use the support route below that matches your question. For orders, returns, cancellations, technical questions, and general support, we respond within 24 hours, 7 days a week.

Start with your Customer Account

Sign in to submit an eligible cancellation request before shipment or a return request after delivery.

Open Customer Account

Customer account: https://account.handheldgameconsoles.games

Choose the right support route

Order and Shipping Support

Contact us if you need help with order status, address information, tracking, delivery progress, customs, or a package that appears delayed.

Read Shipping Policy

Returns and Refunds

Use your Customer Account for an eligible return request, then review the return conditions, shipping responsibility, inspection process, and refund timing.

Read Returns Policy

Cancellations

Submit a cancellation request as soon as possible before the order has been fulfilled or shipped. A request is not complete until cancellation is confirmed.

Read Cancellation Policy

Technical Support

We can help with basic setup, game-loading questions, display or audio settings, button configuration, firmware questions, and general device use.

Read Warranty Information

90-Day Technical Support

Technical support is available for 90 days from delivery and is intended for software setup, basic troubleshooting, game-loading questions, display or audio settings, button or D-pad configuration, firmware questions, and general performance guidance.

90-Day Technical Support is not automatically a 90-day hardware warranty. Hardware defects, damaged products, incorrect products, and statutory product rights are handled under the applicable policy and applicable law.

Please contact support before sending a product back. A setup issue may be solved remotely, while a hardware or order issue may require a different return, replacement, or refund process.

What to include in your support request

To help us respond quickly, include as much of the following information as possible:

  • Your order number
  • The email address used at checkout
  • The product model and variant
  • A clear description of the issue
  • Photos or a short video when the product is damaged, defective, or incorrect
  • The steps you already tried
  • Your delivery address when the issue concerns shipping

R36S compatibility and game questions

The R36S is primarily designed for classic retro gaming, handheld systems, arcade-style gaming, and PlayStation 1-era gaming. Performance for Nintendo DS, PSP, Nintendo 64, Dreamcast, and other demanding systems may vary by game, emulator, software version, settings, and storage condition.

It is best to choose the R36S for its retro-gaming strengths rather than as a guaranteed high-performance device for every modern or advanced system.

Read What Games Can the R36S Play?

Quick troubleshooting before contacting us

  1. Make sure the device has been charged with a suitable cable and power source.
  2. Restart the device using the normal shutdown and power-on process.
  3. Check whether the issue affects one game or the entire device.
  4. Check the volume, display, button, and control settings.
  5. Do not format, replace, or modify the MicroSD card before contacting support if the issue concerns game loading, saves, or system startup.
  6. Contact us with your order number if the issue continues.

Returns, refunds, exchanges, and shipping information

The following pages contain the full terms for each type of request:

Frequently asked questions

How do I request a return?

Sign in to your Customer Account to submit an eligible return request after delivery. You can also read the Returns Policy for the full conditions and process.

How do I cancel an order?

Submit a cancellation request through your Customer Account as soon as possible before the order has been fulfilled or shipped. Wait for confirmation before treating the order as cancelled.

What if my console arrives damaged or does not power on?

Do not send the product back without instructions. Keep the packaging, take clear photos or a short video, and contact us with your order number. We will review the issue and provide the appropriate next step.

Can I get help if I cannot log in to my Customer Account?

Yes. Email us with your order number and the email address used at checkout. We can help investigate the account or order access issue.

Contact Support

Email Support

[email protected]

If you cannot access your Customer Account, cannot submit a request online, or need technical assistance, contact us with your order number and a clear description of the issue.

We respond to customer-support requests within 24 hours, 7 days a week.

When contacting support, please do not send payment-card numbers, passwords, or other unnecessary sensitive information by email.

If a carrier or customs office requests payment of import duties or import taxes for an order shipped under an applicable 4PX DDP arrangement, contact us at [email protected] with your order number, tracking number, and any payment request or receipt. We will review the request with the logistics provider.