FAQ

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.

**COVID-19 UPDATE**

Due to the Covid-19 outbreak, our shipping operation was placed on hold from the end of March til mid May.  The shipping team are working as fast as possible to fulfil all your orders, starting with the oldest orders first. 

We will be shipping all Sexy Brutale orders during w/c 25th May and hope to start shipping Little Inferno orders from 1st June.  

Customers will receive an email confirmation, and where appropriate, a tracking number for your shipment. 

Given there are still delays to postal services, we do expect deliveries to take longer to arrive than normal, so please monitor the tracker and be patient for your order to arrive. It is very hard for us to predict how quickly your orders will be delivered.

Under normal circumstances, 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.  

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**COVID-19 UPDATE**

Due to the Covid-19 outbreak, our shipping operation was placed on hold from the end of March til mid May.  The shipping team are working as fast as possible to fulfil all your orders, starting with the oldest orders first. 

We will be shipping all Sexy Brutale orders during w/c 25th May and hope to start shipping Little Inferno orders from 1st June.  

Customers will receive an email confirmation, and where appropriate, a tracking number for your shipment. 

Given there are still delays to postal services, we do expect deliveries to take longer to arrive than normal, so please monitor the tracker and be patient for your order to arrive. It is very hard for us to predict how quickly your orders will be delivered.

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. 

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 it's best to contact your local courier company e.g. USPS 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. 

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.  

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, as we can look into these on a case by case basis.  

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 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.

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, we are not able to add items to an order already placed, so we suggest you place a new order for the item/s you forgot, then let us know and we can combine the orders and refund you appropriate shipment costs. 

If you receive the wrong items please email us at  help@SuperRareGames.com with your order number and details of what you have received. We will arrange for the correct items to be sent to you and provide you with instructions to return the incorrect items.  

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.

Unfortunately, due to the Covid-19 outbreak and the backlog in orders we are currently shipping, we are no longer combining orders. We will update customers once this is available again.

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. 

The club membership is an annual subscription and we are not taking any further subscriptions for this years membership. The next opportunity to join will be in January 2020. 

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