FAQ

 You've got questions, and we've got answers to all the best ones right here.

Shipping

Yes, we ship worldwide! Click here for more details. However, some countries are restricted due to current government sanctions.

Shipping costs vary depending on the product's weight, the number of items in your order, and your specific location. Your shipping cost is automatically calculated at checkout based on these factors.

Production begins after a pre-order window closes. Our products can take up to 4-10 months to ship, depending on the item’s complexity. Specific shipping ETAs and information can be found on the product page, in email updates, and in our monthly blog. 

If you ordered something currently in hand, those items can take up to two weeks to ship. However, this timeline can vary based on the current volume of shipments our shipping team is working through.

Shipping Boxes can be added to an order if customers do not automatically qualify for a shipping box. If an order meets any of the following requirements, it will automatically go out in a shipping box. You get a box if you order any of the following:

  • 1 or more Collector's Edition or Boxed Edition
  • 2 standard edition games in which at least 1 is a PS4/PS5/Xbox
  • 3 standard edition games of any platform

If your total order is a single Standard game or two or fewer Standard Switch games, your order will ship in a bubble mailer by default.

Please contact our support team with images of the damage and your order number! We’re happy to help you reach a resolution, whether that’s a replacement or a refund. We review each item on a case-by-case basis. 

Apparel-only orders will ship in a PolyMailer. Book-only orders will ship in a sturdy box via Media Mailer for customers in the US.

Remember, if you want the cheap Media Mail rates be sure to only check out with a book in your cart!

Domestic tracking can take up to 14 days to update and international tracking can take up to 21 days to update. If tracking for your order has not been updated after that time, please open a support ticket at support.limitedrungames.com.

Orders

For all orders placed before Jan. 8th 2024, you can visit your account page. After Jan.8th 2024, to edit or see pre-orders through Purple Dot, you can go to manage pre-orders. Note that non-pre-ordered, in-hand items will still appear on your LRG account page.

Please create a ticket if you have additional questions about your order or our products. You can reach us at support.limitedrungames.com. Please include your order number and as much information as possible for the fastest response.

Our products are bespoke and manufactured to demand. For this reason, we cannot begin final manufacturing until after the pre-order period ends. Standard edition games generally ship within 4 months, and Collector’s Editions can take up to 10 months, depending on complexity. You can always see the ship estimates for your items on the checkout page. We appreciate your patience. It’ll be worth the wait when it arrives!

Every two, five, and eight months after pre-orders close, we send an email update letting you know how far along your item is. We also have a monthly Digital Digest on our blog that collects these updates in case you missed it. Lastly, if your item is delayed for any reason, we’ll always let you know why via email with a new estimated date. So kick back, and we’ll get your order to you ASAP.

We can process cancellations during open pre-order windows. However, once an item is in production, there is no guarantee we can cancel your item because we manufacture products based on pre-order quantities. Please contact our support team for review; they will help you find a resolution.

Customers in the EU who request order changes on orders before EU VAT law changes in 2023 may be subject to pay any differences in tax.

After your order is placed, the only thing you can change is the platform of the item you purchased. You can do so by opening a ticket at support.limitedrungames.com.

Unfortunately, multiple orders cannot be merged into one shipment, nor can we add additional items to a preexisting order.

There are several ways to change your address on an order before it’s shipped.

- In-stock items and pre-orders placed before Jan. 8th, 2024 can be changed by logging into your account, clicking on all unshipped orders, and selecting “update shipping address.”

- For all pre-orders placed after Jan. 8th, 2024 you can go to manage pre-orders, type in your reference number, email, and update your address. 

If you need additional information or help, you can visit support.limitedrungames.com

If you’ve found that your order has been canceled by mistake, please submit a ticket to our support team at support.limitedrungames.com. 

If tracking on your order shows delivered, but you did not receive it, please open a support ticket on support.limitedrungames.com within 30 days of the recorded delivery date so we can assist you. 

We understand that life happens! Thankfully, our Support Team has the ability to look at each order on a case-by-case basis to see if you qualify! You may ask for a return or exchange within 30 days of delivery. 

Any items that include an emailed digital key cannot be returned. This does not apply to items with digital keys printed inside a sealed box.

Items pre-ordered after April 1, 2023, will no longer contain free trading cards. If your qualifying order placed before April 1st, 2023, is missing a card, please open a support ticket.

Account

To create an account with us, please visit this link here. Just follow those steps to register your email address and set a password. 

If you have already placed an order with us using the email address you are registering, that order will automatically show in your order history when you log in.

Visit our Account Sign-In Page and click “Reset My Password.” Follow the steps there to reset your password for your LRG Account.

About Purple Dot

Purple Dot helps make pre-order experiences smooth. They ensure you are always up to date about your pre-order and offer a self-serve portal for you to do things like change your shipping address or amend your pre-order. Purple Dot also guarantees your pre-order will ship or your money back: offering that extra assurance and trust that your money is always kept safe until we are ready to ship!

In addition, they offer additional shipping flexibility for us to ship pre-order items as they arrive at our warehouse -- so you can always get your hands on your pre-order as soon as possible!

You will need to provide your email, shipping address, and card details that will be charged for your pre-order just like a normal online checkout process. All communications will be sent to your email address, including your unique pre-order reference number, any updates to shipping dates, and details to access our Manage Pre-orders to check or amend your pre-order anytime before it ships.

Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.

Purple Dot keeps your money safe and available for a full refund anytime before your pre-order ships. This guarantees that your pre-order will ship or your money back, keeping you in full control if you change your mind.

Yes! Purple Dot will trigger an automatic email in the event of a shipping date change. You can also check the estimated shipping date via the Manage Pre-orders anytime.

Yes! Login to Manage Pre-orders to update your shipping details. You will then receive an updated pre-order confirmation email.

Paypal isn't supported just yet, but it's on their radar! They’re excited to continue to add other payment methods and other checkout improvements to make your pre-order experience great. You can still use PayPal to pay for in-stock items on our website.

You can cancel at any time here before your pre-order ships via Manage Pre-orders.

You will receive an email confirming the refund and will see the money back in your account in 3-5 business days, depending on your bank.

Payment information is processed securely by Stripe. No card details are transferred to or held by Limited Run Games or Purple Dot. All transactions take place via connections secured with the latest industry-standard security protocols.

Refunds are issued to the debit or credit card used at checkout and will be processed within 3-5 business days, depending on your bank.

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