Help & FAQ

Either a community seller or Jay's own shop — every listing shows which. Both use the same condition vocabulary and the same buyer protection.

No. You pay the item price, shipping and any sales tax shown at checkout — nothing else.

Reproductions are banned, and listings must disclose any reproduction box, manual or insert. Check the photos, ask the seller for a board photo on expensive games, and read our reproduction guide. If one slips through, you have 30 days after delivery to claim.

Every term is defined in the condition & completeness guide. CIB means the game plus its original box and manual — any reproduction part rules it out.

Within the United States only, for now.

Message the seller first — many issues are sorted quickly. If not, open a claim from Dashboard → Purchases. Not-as-described and damage claims are open for 7 days after delivery; reproduction claims for 30. See buyer protection.

Change-of-mind returns aren't guaranteed — you can ask the seller, and it's up to them. Buyer protection covers items that don't arrive, aren't as described, arrive damaged or turn out to be reproductions.

8% of the item price + 30¢ per order, with a $1 minimum. No listing fees, and nothing is taken from shipping. See fees for examples.

An account and a connected Stripe account for payouts, which you set up from Start selling. Stripe verifies your identity and bank details.

Original games, consoles, controllers and accessories. Licensed re-releases are allowed when labeled as such. Reproductions, counterfeits and bootlegs are not.

At least 2, and we recommend 4 or more — up to 12. The photo guide covers the exact shots for each type of item.

Within 3 business days, with tracking added to the sale. Orders of $750 or more need signature confirmation. See the packing & shipping guide.

Your funds are released when the buyer confirms delivery, or automatically 14 days after you add tracking if the buyer doesn't respond — whichever comes first. Stripe then pays out to your bank on your payout schedule.

Most often because tracking hasn't been added yet, or because the buyer opened a claim. An open claim freezes the payout for that package until it's resolved.

Yes — shipping is passed to you in full with no fee, to cover your label.

In Dashboard → Payouts & credit, where each sale shows the total, fee and what you keep.

A share of current market value for the exact completeness and condition: $5 – $49.99: 45% cash or 60% credit; $50 – $249.99: 50% cash or 65% credit; $250+: 55% cash or 70% credit; working consoles: 45% cash or 60% credit.

Itemized offers are locked for 14 days.

Trade-ins of $50 or more get a free prepaid shipping label. Pack them using the shipping guide.

Any change comes with the reason. If the revised total is more than 15% lower than your quote, you can accept it or have everything sent back to you at no cost.

Never. It's in Dashboard → Payouts & credit and can be applied at checkout.

Anything sold by Jay's. Credit from trade-ins, gift cards and Jay's Rewards doesn't apply to listings from other sellers on the marketplace — if your cart mixes both, it covers the Jay's items.

No. Reproductions and bootlegs are declined.

Yes. You must be at least 18 to buy, sell or trade on Jay's Retro Exchange.

Use reset your password and we'll email you a link.

From Dashboard → Settings.

Yes — message them from the listing. Keep all conversation and payment on the platform; requests to pay off-platform should be reported.

Contact us. Open orders, claims and payouts need to be settled first. Our privacy policy explains what we keep and why.