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

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.

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, please email us and we will be able to work out the best way to resolve the issue.

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.

Please email us at help@SuperRareGames.com with the details of the old and new email account and we will update it for you.

Please email us at help@SuperRareGames.com and we will send you a password reset email so you can get that changed.

Delivery

Grapple Dog Collector's Edition - shipping w/c 5th Dec'22
Collector's Edition PB#23 - shipping w/c 5th Dec'22

For all other orders:
We typically we aim to process your order within 3 working 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 circa 5 working days.

If you have ordered the pre-order bundle of games, the order will not ship til all 3 releases in that bundle are available. You can check estimated shipping times of releases and pre-order bundles on the product page on the website.

You can also check the status of your order by logging into your account, if your order has shipped, you will find the tracking number for the shipment there also.

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.

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.

As of January 2022 we are now able to 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 DDU 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 new more economical service, we know some customers have a preference for certain providers, so we hope this will help alleviate some of the issues experienced last year.

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

Postal services have improved a lot recently and we typically see in transit times back to normal, however, there are still delays to some postal services in Mexico and Brazil. Please monitor the tracker and be patient for your order to arrive. It is very hard for us to predict how quickly those orders will be delivered.

We do typically deliver to these locations, however, the new Fed Ex DDP shipping service does not deliver to Packstation addresses in Germany.

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 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.

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 January 2023.

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 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.

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.

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!