Support Center > FAQ
Frequently Asked Questions
Shipping
You can track the status of your order by visiting your order status page. You’ll be prompted to log into your account. Please use the email address you used when you made your purchase.
No, after you submit your order, your shipping address cannot be edited. Please make sure your shipping address is correct before completing checkout.
Unfortunately, no. Your order will be sent to the shipping address you entered when checking out. If you’re unable to receive your package at the address you provided, we recommend checking your tracking number and reaching out to the carrier to see if they can forward your package to the correct address.
Don’t panic – delivery drivers sometimes mistakenly indicate a delivery scan before the package has actually made it to your address. In most cases, when customers report receiving a delivery notification but no package, the delivery occurs within the next 3 business days.
If you find yourself in this situation, please:
- Ask any roommates, family members, or neighbors if they have seen the package
- Reach out to your local post office to ask if the package is in their mail room or is out for delivery
- Check alternate entrances to your home or other potential drop-off locations
- If your building has a mailroom or front desk, ask a staff member who works there if your package has been received
If it has been more than 3 business days since you received a delivery notification, you’ve tried all of the above, and your package has still not turned up, please reach out to our customer support team, and we will do our best to help track down your package.
While it’s extremely rare that a package actually gets lost in the mail, this does happen on very few occasions. We understand how frustrating shipping delays are – they’re frustrating for us, too!
If you received a shipping confirmation email, and your tracking number indicates that your package was scanned but has not been updated in over 7 business days, please reach out to us so we can follow up with the carrier on your behalf. If the carrier determines that your package has been lost in the mail, we’ll ensure a replacement order gets sent to you.
In some cases, we partially ship orders based on the inventory we have in stock. We do this so you don’t have to wait for every item in your order to be in stock before you receive the items that are already in stock. Don’t worry – we haven’t forgotten about the rest of your order! Your remaining items will be on their way to you as soon as we replenish our inventory.
All orders ship from our distribution hub in North America. We're just a small company right now, so we're starting out with a retail presence based in the U.S. We hope to expand to more countries in a more meaningful way in the near future!
No! The cost of the products on our website includes all necessary taxes, duties, and fees for the following regions (as indicated on our product pages): EU, UK, JP, and AU. For other regions outside of the United States, shipping is calculated at checkout and includes all necessary taxes, duties, and fees. While this makes up-front costs appear higher, please note that you will not be required to pay any additional duties or fees to receive your order.
Orders
Please click the link in your Order Confirmation email to view the status of your order. If your order has shipped, you should have received a Shipping Confirmation email that contains a tracking number. If you cannot find either of these emails, click here to log into your account and view your order status.
You should be receiving email notifications with status updates when your order is confirmed, shipped, and delivered. If you can’t find these emails in your inbox, you may have placed your order using a different email address. If no orders are listed when you log into your account, please reach out to us, and we’ll help you track down your order status.
We make every effort to ensure all orders are correct. However, sometimes human errors occur!
If something is not right with your order (for example, you’ve received an incorrect item, something is missing from your order, or you’re experiencing a technical problem), please contact us, and we’ll make it right.
Possibly! Please contact us and let us know what you need, and we’ll do our best to accommodate.
Product Help
No, the Chromatic features a fully custom 160x144 pixel display, and therefore is only compatible with Chromatic, Game Boy®, and Game Boy Color® titles.
Chromatics do not come with any charms. Each of our boxed games comes with a unique charm, though!
We’re sorry to hear that! If you’re experiencing an issue or suspect you’ve found a firmware bug with your Chromatic, please make sure you check our known issues page. There’s a chance we already know about it and are working on addressing the issue. Please make sure your Chromatic is running the latest firmware version by using our MR Updater utility.
If the problem you’re experiencing is not listed as a known issue and has not been resolved by updating your firmware, please contact us, and we’ll help you out!
We’re sorry to hear this! Please contact us, and we’ll help you out. For the best possible outcome, please include any videos or photos of the suspected defect.
If you’re experiencing a problem with a ModRetro game when playing on a Chromatic, original Game Boy®, or Game Boy Color®, please make sure:
- Your Chromatic has been updated to the latest firmware version (using the MR Updater)
- You are playing the game on one of the compatibility-tested devices listed above
After confirming the above, please contact us, and be sure to include your order number, a description of the problem, which device(s) you’re playing the game on, and a video and/or photos illustrating the problem. We’ll help you out!
As mentioned on the game pages on our website, our games are compatibility-tested with Chromatic, Game Boy®, and Game Boy Color®.
We cannot guarantee compatibility with all Analogue Pocket versions because we do not have insight into their firmware plans, however for the best experience we recommend you keep your device up-to-date.
We’ve tested almost all Game Boy games for compatibility with Chromatic, so a large percentage of the time, this indicates that there’s something wrong with the cartridge. Here are a few troubleshooting steps you can try:
- Make sure you’ve updated your Chromatic to the latest version of firmware (using our firmware updater tool)
- Try playing your cartridge on an original Game Boy or Game Boy Color to see if the issue carries over to other devices
- Try playing a different cartridge on your Chromatic to see if you experience issues with any other games
- Confirm that your cartridge is not a counterfeit
- If your cartridge has a battery and saves data, confirm that the battery is not dead. By now, many cartridge batteries will have run dry and need to be replaced
- Try cleaning your cartridge pins with a cotton swab and isopropyl alcohol to remove any dust
If you’ve run through all of the above troubleshooting steps and the issue seems to be stemming from your Chromatic, please contact us and let us know the results of running through the troubleshooting steps.
Please try multiple sets of batteries and double check that they are fully charged before using them. If you’re certain that your batteries are fully charged, and your Chromatic still reports low battery, please contact us.
ModRetro warrants the Chromatic to be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of original purchase. This warranty is void if the consumer opens, dismantles, or takes apart the shell casing of the handheld device. Any unauthorized opening, tampering, or modification with the device will nullify the warranty.
The Warranty does not cover:
- Normal wear and tear.
- Damage caused by misuse, abuse, neglect, or accident.
- Damage caused by unauthorized modification or repair.
- Damage caused by improper installation or use not in accordance with the instructions.
- Cosmetic damage, including but not limited to scratches, dents, and broken plastic and any screen damage
- During the Warranty Period, if a defect arises in the Product and you follow the instructions for returning the Product, ModRetro will, at its option, either repair the Product using new or refurbished parts, or replace the Product with a new or refurbished Product. Refunds will be at the discretion of ModRetro.
If the Product is replaced or exchanged due to technical issues within the Warranty Period, the replacement Product will be covered by a 90-day warranty from the date of replacement.
To obtain warranty service, please contact us. You will be required to provide proof of purchase as evidence that the product is within the Warranty Period.
Firmware
If you’re unable to update your Chromatic, or if you’re experiencing another issue with the firmware updater utility, please follow these troubleshooting steps:
- Confirm you’re on the latest version of MRUpdater. If the MR Updater prompts you to download a new version when you open it, please do so.
- Reboot your computer and run MR Updater again.
- Run MR Updater on another computer if possible.
Please note that some PCs cannot detect the Chromatic’s firmware version while running the original firmware. Updating the Chromatic to the latest firmware should resolve this.
If you’re still experiencing issues after following these troubleshooting steps, please contact us.
Click here to view the complete changelog for the latest Chromatic firmware.
Please contact us with the title and a photo of the game cartridge.
No, we only support updating to the latest version of the game.
Some of the games we publish are made with GBStudio which, by default, saves game progress in a way which isn't valid for different versions of the same game. This is a game-specific problem that the developer of each game would have to address, so not all updates are backwards compatible. Cart Clinic will warn you before updating if the patch will invalidate your save.
Returns and Exchanges
Returns will only be accepted if the original packaging is unopened, and if the return is initiated within 30 days from the arrival date of your order. Returns lacking appropriate documentation, packaging, and/or materials cannot be processed. ModRetro does not authorize returns of damaged products. Items for return must be received in their original condition before a replacement or refund can be arranged.
Rechargeable Power Cores are subject to additional return and exchange restrictions due to strict shipping laws and regulations. Details on this can be found in our full refund policy can be found here.
If you encounter order issues such as defects or incorrect items, please contact us.
Exchanges are only eligible for manufacturing defects or incorrect items. Exchanges may not be made due to cosmetic or physical damage to the device caused by the end user.
We are unable to provide returns or exchanges for any international orders at this time. If you encounter order issues such as defects or incorrect items, please contact us.
General
If you live in the United States, GameStop still has an inventory of first-edition Chromatics for now. Please note we can’t guarantee how long these will be in stock.
Currently, we work with GameStop to distribute a GameStop-specific First Edition Chromatic colorway. Unfortunately, as a small company we don't currently have the bandwidth to support wider B2B distribution. We welcome your interest in partnering with us in the future! You’re welcome to contact us to express your interest in distributing our products.
Please visit our Contact page and select "Press & Partnerships" as your reason for reaching out.
Lucas Gardiner, AKA killsigil.
