FAQ

How do I receive my MetroGear order?

When you receive an e-mail stating that your order is complete, you can page an Advisor or a Caretaker and meet them in the MetroGear delivery locale. They will then check to confirm your avatar name matches the order and then deliver to you.

What if my order is wrong?
We strive to ensure perfection when filling orders, but errors could occur. When you receive the order, please open it in front of the Advisor or Caretaker and check that the items contained within your delivery are as ordered. If something is amiss, alert the individual making the delivery, and they will let us know right away. We will then rectify our mistake.

If you do not check your order with the Advisor or Caretaker in the locale with you, we will be unable to help you, as we will be unable to verify the legitimacy of the order being wrong.

If there is a problem with the order, such as an item in the wrong slot or a usable item not working then we will correct this defect for you no questions asked.

What if nobody is on duty for me to collect my order?
If this is the case, please e-mail support and let us know and we will arrange a time to meet with you (if you haven’t already received your order by then).

What is the return and refund policy?
We do not offer returns and refunds for MetroGear items.

What is the estimated delivery time?
Please allow up to 48 hours to receive your order.

What if I lose my MetroGear item(s)? Will you replace them for me?
Once you receive the item, the responsibility for it transfers to you. We will not replace any lost items except for exceptional circumstances. For example, if Metropolis underwent a time warp and we lost a day’s worth of data. Then your order would be refilled and redelivered.

Disclaimer

All items purchased through the MetroGear store are virtual items, except where stated. Virtual items are for the exclusive use in the MetroWorlds communities. If the communities cease to operate, no refunds on purchased virtual items will be issued. Please see our refund policy for further information.

If you close your account and it expires, no refunds can be offered for purchased virtual items that are lost. If you wish to hold onto your items, either consider purchasing a MetroGear turf with a long lease on it or ask a friend to hold onto them for you.