Our hope is that all our customers have a simple and painless experience when ordering and receiving games from us.
If you do have any queries about the process we have listed the most commonly asked questions below, but if your query isn't listed then please email Lindsey our Head of Customer Happiness at help@SuperRareGames.com.
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 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.
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 If your order has been shipped then we cannot cancel the order.
In the early weeks of our releases being announced, games can be ordered as a pre-order in advance of the release. They will only be available for shipment once we hit the release date. When you are ordering games, make sure you look out for any notices about ‘pre-order’ and ‘available from’ as that will help you know when it’s likely to ship.
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 can you please contact your local courier company e.g. USPS to see if they can help.
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.
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.