Frequently Asked Questions!

Orders

When will my order ship?

We typically ship orders within 2-3 days of receiving them if the games are immediately available.

Unfortunately our Switch releases currently are arriving with us approx. 6-8 weeks after release date due to slower production timings, so orders will ship slower than our previous releases, but we'll do all we can to minimise that delay.

Additionally, PlayStation games are delivering after release, we will update estimated shipping dates regularly.

As soon as we have confirmed dates for games arriving with us, they will ship as quickly as possible. We will also ensure this page is regularly updated.

Current confirmed dates/estimates are as follows:

SRG#103 - Fights in Tight Spaces
- w/c 18th March
PB#30 - w/c 18th March
SRG#104 - Ship of Fools - w/c 4th March
SRG#105 - Fran Bow - w/c 25th March
SRG#106 - HAAK - April
PB#31 - April


PS5 #5 - Ship of Fools - w/c 26th February

Once your order is shipped you'll receive an email confirmation and if it's sent with a tracked service, you'll also receive a link to track the delivery.

If you still have questions about when your order will ship, please email us at help@SuperRareGames.comand let us know your name and order number and we will get back to you to help resolve it.

Can I cancel my order?

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.

I'd like to combine my orders to save on shipment costs, is that possible?

We do now offer to combine orders as we appreciate this can help customers save on shipping costs, particularly with orders shipping slightly after release.

On occasion there may be some limits to what can be combined. Specifically we will not combine Pre-order bundle orders with the next bundle, there may also be some limits to the services that can be used either due to weight limits/shipping services available.

If you are interested in having orders combined, please email us at help@SuperRareGames.com and we will do our best to help.

I received the wrong items, what should I do?

If you receive the wrong items please email us athelp@SuperRareGames.comwith 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.

My game was cancelled without me requesting it, why is this?

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.

I'm having trouble checking out in USD/Euros, it keeps reverting to £ GBP? Why is that?

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 athelp@SuperRareGames.com

The transaction amount on my bank account is different from that at the checkout - why is that?

All payments we take are in GBP £ and therefore your bank may charge you a one off fee for a foreign currency transaction.

Also, you should note that the foreign currency prices we show on the website are indicative and the final currency conversion may differ slightly due to currency exchange rate fluctuations.

You don’t have the country I want on your shipping list - can you add it?

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

I made a mistake when I placed my order, can you change it and refund me if necessary?

We can cancel items and provide a refund as long as your order has not been fulfilled or be 'in progress'. Email us athelp@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, please email us and we will be able to work out the best way to resolve the issue.

I need to change the shipping address on my order, how do I do that?

As long as the order hasn't already been fulfilled or processed, we can update an address for you. Just email us at help@superraregames.com with the order number and the new address and we can amend it.

I'd like to update the email address on my account, how do I do that?

Please email us athelp@SuperRareGames.comwith the details of the old and new email account and we will update it for you.

How can I change the password on my account?

Please email us athelp@SuperRareGames.comand we will send you a password reset email so you can get that changed.

Delivery

I have a problem with my shipment tracking number, what should I do?

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 there are no updates on the Royal Mail tracking link, we'd advise International customers to try their tracking number on their local postal service tracking website (e.g. USPS for US, Correos for Spain etc.) as they tend to have more up to date in-transit information to monitor delivery, just whilst Royal Mail are still resolving their issues following the cyber attack in January.

If your tracker is still not working, then please email us athelp@SuperRareGames.comand 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.

I have a tracking number but don’t know which shipment company to use to monitor my order?

If your shipment is sent with Royal Mail, then please use Royal Mail Track and Trace servicehttps://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 postal service, so click ‘Continue Tracking’ to see more recent local tracking information.
If your package looks like it's got stuck en route but is in your country, then it's best to contact your local postal service e.g. USPS, Correos, Canada Post, 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.

Alternatively, if you are in the EU or have a large item order, you may have a Fed Ex tracking number - they typically start with the number 28... you can track Fed Ex shipments via their tracking linkhttps://www.fedex.com/en-gb/tracking.html

My game has arrived damaged, what should I do?

Damage to items you receive is treated on an individual basis, so please email us athelp@SuperRareGames.comand 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.

What is the difference between the Fed Ex DDP service and the Royal Mail DDP service for EU orders?

We offer customers in the EU (excluding Greece) the choice of DDP service, as long as the value of your order is under £125. The choice is as follows:

Royal Mail DDP service- this is the cheaper option of the two. You will pay tax at checkout and the service ensures delivery is made without any further tax/duty fees being charged to you on delivery of the item. Royal Mail will partner with local postal services to deliver the item in your country, using the IOSS system. We estimate delivery times to be around 5-7 working days.

If you have selected a DDP shipping service but are charged customs fees on delivery, please contact us immediately, we are aware that occasionally customs process them incorrectly, but we can help resolve it.Fed Ex DDP Service- This is works in a similar way in that tax will be paid at checkout and no further tax/duty fees will be charged to you on delivery of your item. Fed Ex will manage the delivery of your item door to door, with delivery timing being 3-7 working days, timing will vary from country to country.

We are pleased to be able offer customers the choice of the two services, as well as providing a more economical service, we know some customers have a preference for certain providers.

If your order value is higher than £125, then your order will automatically ship with the Fed Ex service. You do have the option to place 2 separate orders if you prefer to have it shipped with Royal Mail IOSS, however, shipping costs for 2 separate orders may be similar to the Fed Ex rates.

Tracker details will be sent to all customers once the order is shipped and we advise you to monitor this to keep an eye on expected delivery.

Unfortunately, due to ongoing issues with the IOSS service in Greece, we are no longer using this service for shipments to Greece. Orders will be sent with a DDU service and no taxes will be collected at checkout on our store.

Any questions regarding the shipping please contact us directly at help@superraregames.com

Do you deliver to a PO Box number or Packstation

We do typically deliver to these locations, however, the new Fed Ex DDP shipping service does not deliver to Packstation addresses in Germany and FedEx do not deliver to PO Box addresses in the US/Canada.

We would recommend you use residential/office addresses where possible to avoid issues.

I am in the EU but my shipping options do not include Royal Mail DDP service, only the Fed Ex DDP service - why is that?

Unfortunately the Royal Mail DDP service has a value limit of £125 per order, this is due to duty limits in the EU.

Customers will therefore find that the only option is to ship it with Fed Ex DDP. However, if you prefer a Royal Mail service, you could place two separate orders for your items if that brings the overall value in each order below.

Any issues around this please do get in touch with help@superraregames.com and the team will help out.

What is your Returns Policy?

We allow returns if you contact us within 14 days of receiving the order, as long as the items are unopened, unused and the seal on the wrapping intact.
Please contact us athelp@SuperRareGames.comto notify us that you wish to return the order. You then have 14 days from that point to return the game to us. The cost of returning the order is your responsibility.

Once we have received and checked the game is re-sellable we will issue a full refund for the item excluding the original shipping costs.

My order was returned to sender, what should I do?

If an order is returned to us for any reason, such as an incorrect shipping address or failed collection, we will contact you and offer to resend the order to you, but we will have to charge a re-shipping fee.
We will hold returned orders for up to 1 month, and if we have not had a response from customers in that time, we will refund the order, excluding shipping costs.

Waiting List

Do you have waiting lists for releases that are out of stock?

We do now offer waiting lists on our most recent past releases which are sold out.

If you are interested in joining it, please email into us at help@superraregames.com and we will add you to the list.

If a game becomes available due to returns/cancellations we will contact you directly.

How do I sign up to the 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

Why is there a 2 game limit on your website?

We take this approach due to the rarity of the games that we release. We want to enable as many customers as possible to buy our games directly instead of seeing them sold at inflated prices on the secondary market. That's why we limit it to 2 games per release per customer.

We allow customers to buy 2 of each format per release, so if you wish to buy 2 standard games of a release and 2 steelbook games of the same release then that is permitted. However, buying 3 or more games of a single release isn't permitted.

How do I join Super Rare Games Club membership?

The club membership is an annual subscription, the most recent subscription kicked off in January 2024.

If you are interested in subscribing please email into us as we have a small number of places still available.

My game has arrived damaged, what should I do?

Damage to items you receive is treated on an individual basis, so please email us athelp@SuperRareGames.comand 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.

If I add premium packaging to my order what do I get?

The premium packaging option is there to provide extra reassurance to our customers that their games will arrive in pristine condition, so it's perfect for sealed collectors. Each game will be packaged in an individual bubble bag and the outer cardboard wrap is stronger than our standard packaging so it's more robust.

Why don't you re-print games once they have sold out?

We operate in the world of Super Rare physical releases, where careful consideration is given to the number of games we produce. We believe that the typical release run of 4,000 or 5,000 games is appropriate for the rare print market and our customers, many of whom are collectors of indie games and value the rarity of the games they have in their collection.

My problem or question hasn't been answered here?

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

Security & Privacy

Cookie Policy

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.

Data Retention Policy

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.

Privacy Policy

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.

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