FAQs
Below you will find answers to many frequently asked questions our team receives. If you can't find the answer you're looking for, please contact us.
Title
Consoles
What is the difference between Neo Retro consoles and Android consoles?
The consoles we call Neo Retro are machines running the open-source Linux operating system, modified to suit the manufacturer's needs. They are almost exclusively dedicated to retrogaming emulation and generally adopt a design inspired by old iconic consoles.
Android consoles run on the same operating system that powers most smartphones. They offer a multitude of features: emulators, Playstore access, mobile games and apps, internet, game streaming, and cloud gaming. They have a touchscreen. Their processor is powerful enough to successfully emulate complex systems.
Where are these consoles shipped from?
The consoles are offered factory-direct from China, the country of their manufacture. They always benefit from the latest firmware and hardware revisions.
Delivery
What is the delivery time for Neo Retro and Android consoles?
The average delivery time is 7 to 15 working days.
Where are the consoles shipped from?
The consoles are shipped directly from the factory in China.
What firmware version is installed on the consoles?
Consoles are equipped with the latest firmware version available at the date of shipment.
What fees are included in the displayed price?
Shipping and import charges are included. You only pay the displayed price.
When and how will I receive my tracking number?
The tracking number is sent as soon as the console is shipped. It can be tracked on our website as well as on the carriers' platforms.
What is the processing time before shipping?
The average processing time before shipping is 24 to 48 hours, but it may be extended in the event of stock shortages, manufacturer replenishment or exceptional logistical circumstances.
Can I purchase insurance for delivery?
Yes, you can purchase 100% Delivery Insurance, which guarantees a new shipment in the event of delivery failure due to loss or theft certified by the carrier.
Can I return my product for an exchange or refund?
In accordance with European legislation, you can return your product for an exchange or refund within a statutory period of 14 days.
Guarantee
What are the warranty conditions for consoles?
Consoles can be exchanged or repaired within 3 months of purchase, if the observed anomaly is identified by the manufacturer and a software or hardware support solution exists.
Can problems be resolved remotely?
Yes, most customer issues can be resolved remotely by providing proper instructions.
What are some examples of common problems?
- Charging fault: the battery is no longer charging.
- Boot Failure: The console does not start.
In which cases should the product be returned?
Some cases require the product to be returned to our premises for further examination.
What happens if there is an uncovered software or hardware modification?
After-sales service cannot intervene if the console has undergone hardware or software modifications not covered by the manufacturer. The manufacturer cannot intervene in this case either. The console cannot be supported, replaced, or refunded if a software modification is made by the user.
What should you know before using third-party software that modifies the original OS?
A warning must be mentioned on the site offering the modification, informing that there is no recourse possible against the manufacturer or the reseller if the console is damaged after this modification.
What happens if the console is "bricked" following a modification?
If the console goes into "brick" mode due to a poorly executed modification, this damage is usually irreversible.
Are alternative operating systems supported?
Alternative OSes are only supported if they are supported by the manufacturer (examples: Garlic for the original RG35XX, Onion for the Miyoo Mini Plus). Unsupported OSes, such as Crossmix for the Trimui Smart Pro, are not supported.
Can you help to revert to the original OS?
If you have modified the console with third-party software, we can help you return to the original OS, provided that this operation is still possible despite the modification.
Are third-party apps covered?
Third-party apps that are not the original ones are not covered unless recommended by our team.
What to do if you have a question?
If you have any questions, please contact us.
Services
What do you offer that other sites offering these consoles don't?
At DOCK & PLAY you will find the most comprehensive experience regarding the acquisition and use of Neo Retro and Android consoles.
Purchase advice offered by email, chat or WhatsApp
All-in-one pack including console, services and essential and comfortable accessories
International delivery supervised by our team
Digital documentation in French
Customer service in French by chat 6 days a week
Personalized coaching sessions to guide you towards mastering the console's functions (session to be booked - only for Advance Pack purchasers)
Refurbished section with consoles controlled and reset to factory configuration, delivered by Colissimo 3 days.
Partner video content for presentations of consoles and their functions
Digital Exclusives (coming soon)
About
Are you a French boutique?
DOCK & PLAY is a specialized online catalog sales site based in France. Our offices are located in Paris.
Do you have a physical store?
Not at the moment.
Can I buy online and pick up my order at your premises?
Not at the moment.
Can I come and test the consoles at your premises?
Not at this time. You can see our consoles in action on our social media videos and on partner videos on YouTube. Also, feel free to contact us with any questions or inquiries.
Who is behind DOCK & PLAY?
An expert and passionate team :) We have developed a strong connection with the video game industry over many years through various roles and experiences: journalism, marketing, stores, events, content creation.
How many are you?
We are currently 4 people working hard to serve you and constantly improve your experience, from simply gathering information to receiving your equipment and using it in the best conditions. We think about it even when you sleep :)
Are you recruiting?
Not at this time, but we greatly appreciate your interest.
Do you participate in dedicated events and trade fairs?
It's planned, to be continued.
Do you offer B2B solutions for a business or event?
Yes, contact us.
