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.

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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