Due to the large volume of duplicate requests that come through email, website, Live Chat, and phone, we ask that you fill out this form so that we can help you in the fastest way possible:
Before you go any further, information below may help address your question:
You may be able to find your order confirmation by following this link.
You will need the email address you used when placing the order as well as the ZIP/Postal Code associated with your Billing Address. If either of those pieces of information is incorrect (this can occur when you enter a wrong email while placing the order, for example), we will not be able to locate your order. But give it a try!
Have you checked your junk/spam folder? It may be in there.
When you placed your order, did you see an Order Confirmation page? If you have not, something may have gone wrong. Go ahead and get in touch.
If you saw the Order Confirmation Page, did you make sure that the email address you entered is correct? If you entered it wrong and did not correct it, the Order Confirmation Email went to the wrong address. You may need to get in touch with us and fix your email address.
It usually takes 24-48 hours for tracking info to update after your order is shipped. We do our best to ship orders the next business day after the order is placed.
UPS/USPS tracking sometimes appears to be stuck as the package is making it's way from Tampa, Florida to you. If it says that the package is in transit chances are everything is fine.
If you see that the shipping label has been created, but package is not 'in transit', get in touch with us. Also, if it has been more than 10 days since they last status update, get in touch with us.
There may be a few causes for this. Do get in touch with us, but here's what to expect:
Check your Order Confirmation Email. Shipping address should be there. If the address is incorrect, it means it was submitted incorrectly and you never corrected it. There will be an additional cost to re-send the game.
If the address in the Order Confirmation email is correct, we'll check with UPS/USPS to find out what the problem is. Most often the outcome is us re-sending the game.
This is a really crappy situation. It's possible that the package was stolen. Another possibility is that it ended up in someone else's mailbox. Or maybe the delivery person just got lazy and marked it as 'delivered'. Bottom line is, we don't know what took place.
Your first step, as the inteded recipient of the package, is to get in touch with UPS/USPS, file a claim, and request a GPS trace of the package. This can take 2-3 weeks to do.
If you can't wait, there is no choice but to buy another game.
If GPS Trace shows it was delivered to wrong location, we will ship you a replacement game on our dime. If you purchased a second game while you waited for the GSP Trace, we will refund you one of the transactions.
If GPS Trace shows it was delivered to your address, we are sorry, but chances are your game was stolen and there is little we can do.
This sucks. We apologize. Please fill out this form.
There is a "change address" link in the Order Confirmation email. Don't see it? Check your spam box. If the link no longer works (it stops working when the order is getting close to being shipped), please continue with your request.
If you need to email us, use [email protected]. Please note that response times may be slower.