FAQs

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 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.

If your shipment is sent with Royal Mail, then please 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 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 link https://www.fedex.com/en-gb/tracking.html

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.

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 there are some countries where Royal Mail do not provide a DDP service, so we use a DDU (Delivery Duty Unpaid) service instead.

Customers who have only the DDU service should be aware that they may be asked to pay VAT/Duty charges on delivery.

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 at help@SuperRareGames.com to 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 click here to go to the product page to sign up.

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.

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.com and we'll do our very best to help you out.

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.

Our EU Authorised representative details are as follows:

Authorised Rep Compliance Ltd of Ground Floor, 71 Baggot Street Lower, Dublin, D02 P593