BREXIT: EU Customers are no longer charged VAT on orders but VAT and handling fees may occur on delivery.

FAQs

Orders

We can cancel your order as long as we receive notification prior to the order being fulfilled. To cancel your order email us at help@SuperRareGames.com and let us know your name and order number. If your order has been shipped then we cannot cancel the order.

Contact us at help@SuperRareGames.com with the order number, details of what you ordered and we will get back to you to help resolve it.

Unfortunately, we are no longer combining orders. We will update customers if this is available again.

If you receive the wrong items please email us at help@SuperRareGames.com with your order number, details of what you have received and photos of the packaging and contents. We will arrange for the correct items to be sent to you and provide you with instructions to return the incorrect items.

Very occasionally, we receive orders that are flagged as being at high risk of ‘fraud’. In these circumstances we will review the details and cancel those orders. Please get in touch with us if you believe your order was mistakenly identified as fraudulent and cancelled, as we can look into these on a case by case basis.

Due to SRG being a UK based company the website is currently set up for payments to be made in £ GBP. We are currently looking into ways of getting it to work in multi-currencies at checkout, so hopefully we’ll have a solution soon. If you are ever in doubt about the checkout price please email us at help@SuperRareGames.com

We use the country information we are given to work out shipping costs and relevant taxes that need to be applied. The final cost of the order (include shipping and taxes) will only be calculated at checkout.

We ship to lots of countries internationally, but if your country is missing, contact us at help@SuperRareGames.com and we will look into adding it for you – we are adding countries all the time!

We can cancel items and provide a refund as long as your order has not been fulfilled or be 'in progress'. Email us at help@SuperRareGames.com, as soon as you have placed your order/realised your mistake to ensure we can help out.

If you have mistakenly not included an item in your order, we are not able to add items to an order already placed, so we suggest you place a new order for the item/s you forgot, then let us know and we can combine the orders and refund you appropriate shipment costs.

Delivery

COVID-19 IMPACT ON DELIVERIES
Our shipping team is still working despite the UK Lockdown restrictions now in place in the UK, so there should not be any delays in your orders being processed.

However, given the problems caused by the covid-19 pandemic, we are are seeing some delays to postal services around the world. Many deliveries are unaffected, but in some cases we do see some deliveries taking longer to arrive than normal (particularly in South America) so please monitor the tracker and be patient for your order to arrive. It is very hard for us to predict how quickly your orders will be delivered.

WHEN WILL MY ORDER SHIP?
We aim to process your order within 3 days from receiving it, although if it's on the launch week it may take a few days longer. Once we have shipped your order we will send you a confirmation email and you should typically receive your game within the following timeframes:
> US/International orders delivery times vary between 5-10 working days.
> European and UK orders typically take between 3-5 working days.

Within the first 24-48hrs the trackers can be a little bit slow in registering, particularly over the weekend, so if your tracker doesn't work straight away don't worry, it usually registers after this time.

If your tracker is still not working, then please email us at help@SuperRareGames.com and we will look into shipment details for you and monitor it. In the vast majority of cases where a tracker isn't working the orders will still be delivered.

We use Royal Mail Track and Trace service https://www.royalmail.com/track-your-item#/ Simply enter your tracking number into their query form and it will show the tracking details. Once the order reaches the destination country (if overseas), shipments will then be tracked by the local couriers, so click ‘Continue Tracking’ to see more recent local tracking information.
If your package looks like its got stuck en route but is in your country, then it's best to contact your local courier company e.g. USPS to see if they can help. Usually the local postal tracking website can also be used to monitor the delivery, you simply use the same tracking code we use with Royal Mail.

Damage to items you receive is treated on an individual basis, so please email us at help@SuperRareGames.com and we will review it. Please provide us with your name and order number plus photos of both the damage to the game and the original shipment packaging your game was sent in as that helps us to review the case.

Unfortunately we don't currently provide a DDP service for orders shipping to the EU.

We no longer charge EU customers 20% VAT on orders, but relevant VAT, duty, handling fees may be applied on delivery.

We are currently exploring DDP shipping options, but until this option is available, we will continue to use a Royal Mail Tracked Service for all EU orders.

In short, yes. If you are a customer in the EU, and have paid both UK VAT when you placed your order (before end 2020) and have also been charged the local VAT rate on delivery, in early 2021, we will provide you with a VAT refund. Please contact our help desk in order for us to review and organise.

Waiting lists

We no longer offer a waiting list for our releases. If any games become available after cancellations/returns we will let customers know via our email updates so please ensure you sign up to our mailing list.

That's easy, you can sign up to the mailing list by clicking 'Sign up' at the very top of our website and filling out the details - ensure you tick the 'I want to receive newsletter' button. Then you're set to receive all the latest SRG news and updates.

General SRG Questions

The club membership is an annual subscription. The next opportunity to join will be from 7th January 2021 (to all new members). We have a handy 'Join The Club' link at the bottom of our website - click there and it will take you through to the relevant page for you to subscribe.

Damage to items you receive is treated on an individual basis, so please email us at help@SuperRareGames.com and we will review it. Please provide us with your name and order number plus photos of both the damage to the game and the original shipment packaging your game was sent in as that helps us to review the case.

Please email help@SuperRareGames.com and we'll do our very best to help you out.

Security & Privacy

Here is a list of cookies that we use. We’ve listed them here so you can choose if you want to opt-out of cookies or not.

_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).

_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits

_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.

_secure_session_id, unique token, sessional

storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Need help with an order or have an important question you want to ask? Send us a message!