Question 1

When will ______ model be available again?

Accepted Answer

We get this question a lot! 
   You can use our "notify when available" button on the product description page! As soon as we restock, you'll be notified via email.

Question 2

What forms of payment do you take?

Accepted Answer

We currently accept all major credit cards within Canada and the United States.

Alternatively, you can make a purchase in installments! No interest. See more here: Pay in installments!

E-transfer options are strictly for residents of Canada ONLY.

Question 3

What currency is your prices in?

Accepted Answer

All prices are in CAD. (Canadian Dollars)

If you're a resident of the U.S.A our website will automatically convert CAD into USD. On the final step of checkout this price will not automatically convert. Rest assured once the transaction is complete you'll be charged in USD.  This can be verified immediately on your bank statement.

Question 4

How can I pre-order a console?

Accepted Answer

Contact us using our chat or contact form function and we'll happily accomodate.

Question 5

Do you charge taxes?

Accepted Answer

Nope!

We take care of that so you can always have the best pricing possible. Your total checkout has no tax.

Question 6

My console has a problem or isn't working. Can you help?

Accepted Answer

We'll be glad to assist you with any troubleshooting every step of the way.  Please reach out to support@retrokat.ca with your 5 digit order number. Our chat/social media representatives are not equipped to help you with your technical support related questions or troubleshooting.

For peace of mind :    All RetroKat consoles come with a 12 month manufacturer warranty free of charge. This means any manufacturer defect is completely covered. We'll either replace or repair your unit at no additional cost. For full terms and conditions please see at several locations : product page , upon checkout or warranty pamphlet included with your order.

Question 7

My handheld has a power light and wont turn on / image is frozen. What do I do?

Accepted Answer

For X & Q Series:

Locate a small reset hole on the bottom or side of the unit. Insert a small pin. This will reset your console and correct the issue immediately.

The cause :

Some consoles are not properly shutdown or closed when selecting another title. This can cause the system to hang. It is important to always exit titles using the exit button!

Question 8

My controllers aren't working!

Accepted Answer

X Series Handhelds: 
If you purchased the ultimate package or used a third party controller you'll still need to program these to function.

Once in game, press the "back" esc button located on the top of the unit. This will bring up the "Retroarch Menu"    Navigate to "Input" 
Navigate to "Input User 1 binds" (or 2 for second controller)
Make sure "User 1 Device Index" is set to the name of your controller EG: USB Gamepad
Each individual key EG: User 1 Y button (left) can be selected and you would press the button according to what is labeled.  You would complete this step for all the buttons

Once complete your controller is mapped correctly and will function as normal.   Console Series X Pro II -

Do not reprogram! These are programmed out of the box. If any changes are made to the controller profile it will break the preconfigured settings and will require a reflash!  If you're experiencing input issues and have NOT unlocked the game menu please email support@retrokat.ca with your 5 digit order number!

Question 9

How much is shipping?

Accepted Answer

All shipments are sent via Canada Post - Expedited regardless of location.

Ontario : Free Shipping
Rest of Canada: $4.99 CAD United States : $16.99 CAD

Question 10

Where do you ship from?

Accepted Answer

We ship from Niagara Falls, Ontario - Canada

Question 11

What type of shipping carrier do you use?

Accepted Answer

All of our packages are shipped via Canada Post.

We always use the fastest shipping method available!

Question 12

How long does shipping take?

Accepted Answer

All shipments speeds can vary depending on your location.

Ontario: 1-4 business days Rest of Canada : 2-6 business days.
United States : 3-8 business days.    Please note : due to unforseen circumstances especially during COVID-19 these shipping times may vary and can change without notice. Please contact Canada Post directly for shipping inquiries.

Question 13

I'm a little worried about purchasing online, Can I pick it up?"

Accepted Answer

[RESIDENTS OF CANADA, ONTARIO ONLY]   Absolutely!

We understand that for some that ordering online can be a bit overwhelming but that doesn't mean you're excluded from the fantastic nostalgia we have to offer!

If eligible you'll be able to select the pickup option instead of shipping.   Once the order is placed you'll get a confirmation email indicating when your order is ready for pickup!  This will include all the necessary details such as address and contact information needed to pickup your order.   [During lockdowns due to Covid-19 all pickups will be temporarily suspended]

Question 14

Where is your pickup location?

Accepted Answer

[For residents of Canada Ontario Only]   Our pickup depot is located in Grimsby, Ontario. Just a few minutes from Niagara Falls.

Question 15

Can you show me a demo when I pickup?

Accepted Answer

No,
 Our pickup location is strictly structured for inventory to be stored and distributed to customers who live locally. As such our employees at this location do not provide demo's of our units or answer any RetroKat related questions.

It is meant only to pickup your order and complete the payment of your transaction.

We encourage all customers using the pickup option to reach out to us using our chat system or contact form. One of our representatives will coordinate a pickup date / time that works best for you.

Question 16

What are your pickup hours?

Accepted Answer

Monday - Sunday

10AM - 8PM EST

If your pickup order is recieved after 8PM, it will be prepared the following business day.  
Also, if your pickup order is recieved a few minutes prior to our cut off, it will be moved to the next business day.

Question 17

When is my order ready for pickup?

Accepted Answer

Confirmation emails are sent when orders are ready for pickup. Please do not arrive without this confirmation email otherwise your order will not be ready.

Question 18

I want to pay cash or e-transfer upon pickup.

Accepted Answer

We currently do not accept cash as a method of payment.

All e-transfer transactions must be made prior to pickup and cannot be made at the door upon pickup.   Once a e-transfer is received you'll receive a confirmation email stating that your order is marked as paid and you can proceed to the pickup location.

Question 19

How do I turn ON/OFF my X Pro II?

Accepted Answer

Connect the power cable to the back of the unit.
Connect the HDMI cable to the back of the unit and your television.

Allow the system to boot.

Powering Down:

1.) Press Start
2.) Navigate to quit
3.) System Shutdown

Powering ON:

All X Pro II come with 1 media remote control. This remote control can power on your console when its in the "off state" (solid blue light on the front of the console)

Please note: This remote will not navigate the game operating system and is only designed to function within Android OS

Question 20

My console only shows a solid colored / black screen!

Accepted Answer

Black Screen / No Signal:

If you have no signal display, please make sure the HDMI cable "clicked" into the HDMI port. It is ok to apply some pressure. If there is any play with the HDMI cable you will more then likely not have an image pop up.

Please do not use any sort of HDMI splitter otherwise this will cause interference with the video feed.

Solid Colored Screen:

If you have a solid colored screen and only sound, please disconnect the unit from the power source and reconnect. This is due to a screen calibration on some televisions and is completely normal.

Question 21

Why are the game menu buttons reversed?

Accepted Answer

The X Pro II operating system menu was designed for a "Switch Pro" controller. Therefore when you're using our controllers the button layout will be physically different. This is normal and cannot be reprogramed.       
B is to select 
A is to go back

You can switch the A/B selection buttons by doing the following: (Unlocked Menu Required)

1.) Press start on the console select screen
2.) Navigate to System Settings
3.) Navigate to Developer
4.) Scroll down to the UI section
5.) Select "Switch A/B Buttons in Emulationstation"

Please note: This change will be instant, remember to back out of this screen would now be B instead of A

Question 22

The included media remote doesn't do anything!

Accepted Answer

All X Pro II come with a media remote control. This controller only works within the Android operating system. It is intended to control movie playback, images, music, apps and much more within the Android OS

The game operating system will not respond to this controller. Please only use gamepads to navigate the game operating system. This is as intended and labeled on the media remote.

Question 23

How do I boot into Android?

Accepted Answer

The X Pro II is equipped with 2 operating systems. This means you can enjoy the game operating system or switch over to Android and enjoy TV box features!

If you would like to enter Android,

1.) Press start within game operating system
2.) Select Quit
3.) Select "Reboot to Nand"

This will reboot the console into Android.

To return to the game operating system

1.) Navigate to "Apps"
2.) Navigate to "LibreElec"
3.) Open app, accept to reboot!

Question 24

My question was not answered here. Who can I ask?

Accepted Answer

If you have a question that was not answered in this FAQ please review the following information:

Read-me documentation included with your order Video included with every order. Simply scan the QR code.

Within the description of this setup video are several other video tutorials to review!

If you still cannot find the answer to your question after reviewing all of this information please contact us directly at support@retrokat.ca with your 5 digit order number !

All prices in CAD

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