FAQ

PRODUCTION UPDATES

WHEN WILL MY PRE-ORDER SHIP?

You can find current shipping estimates and production status updates here: https://specialreservegames.com/production-status/

 

ACCOUNTS

HOW DO I MAKE AN ACCOUNT?

From a desktop computer, follow these instructions:

1. At the top-right corner of the site, click on “Sign In”.
2. Below the sign-in form, click “Create Account”.
3. Enter your email address, a password you’ll remember, your birthdate, first and last name, phone number, and address.
4. Check the reCAPTCHA box to confirm you are not a robot. (Beep boop!)
5. Click the “CREATE ACCOUNT” button and you’re done!

On a mobile device, follow these instructions:

1. At the bottom of the site, tap on “Account”.
2. Below the sign-in form, tap “Create Account”.
3. Enter your email address, a password you’ll remember, your birthdate, first and last name, phone number, and address.
4. Tap the reCAPTCHA box to confirm you are not a robot. (Beep boop!)
5. Tap the “CREATE ACCOUNT” button and you’re done!

Now that you’ve created an account, you will see the word “Account” in the top-right corner (or at the bottom of your browser on mobile). Click/tap there to view your customer profile and orders or to add/update contact information.

  

IS MY PERSONAL DATA SECURE?

We remain fully committed to your privacy and the security of your data. For more information, please view our Privacy Policy.

 

WHY DO I NEED AN ACCOUNT?

Special Reserve Games creates exclusive physical editions in limited quantities for a community of small-batch collectors and true fans. Unfortunately, rare collectibles of this type can inspire behaviors such as hoarding and scalping, neither or which are of benefit to collectors.

Account registration and other forms of verification are tools we use to mitigate these behaviors. They also allow us to deliver rewards programs, instant cart access and other conveniences, so that account holders can be ready for the latest game when it drops.

 

ARE THERE GUIDELINES FOR SHIPPING ADDRESSES?

UPS has strict guidelines that we must follow in order to create a shipping label.  Please ensure all addresses in your Special Reserve Games Address book meet the following criteria:

• First and Last Names must each be 15 characters or less.
• Company, Address Line 1, and Address Line 2 must each be 35 characters or less.
• Phone must be 15 characters or less.  (Please use numbers only.)
• City must be 30 characters or less.
• Zip must be 9 characters or less.  (Please use numbers and letters only.)
• All characters must be standard English characters.  If you use any non-English characters, there is a risk that we will not be able to create a label for your shipment.

 

ORDERS

HOW MANY COPIES OF EACH GAME CAN I BUY?

We keep the collector in mind with all of our releases. Since we publish exclusive, limited editions, we sometimes need to limit the number of copies each customer can buy in order to balance giving the most fans an opportunity to own their favorite games against the need to keep runs small in order to preserve the rarity of the edition. This is typically done when we have a predetermined number of copies available for an item. (These limits are typically lifted or raised significantly when we are making a game or item available via an open pre-order.)

If there is a purchase limit in place, you will see it listed in the INFO tab of the product page. If you do not see a purchase limit listed in the INFO tab, then there is no purchase limit in place.

For this reason, from time to time order limits are enforced by our store software. In cases where we are producing an extremely limited small-batch edition, we lower the purchase limit substantially. While we cannot prevent speculation and scalping at higher prices on eBay, we also make every attempt to prevent scalping by requiring account registration and we take measures to cancel suspicious orders.

We believe this approach is the best way to let everyone interested have a fair chance at owning outstanding physical editions of their favorite games.

 

YOU SOLD OUT BEFORE I COULD ORDER! WILL YOU BE MAKING MORE?

Special Reserve Games are special in part because of our extremely limited quantities. We don’t rule out the idea of updates on a special title at some point down the line, but we will not manufacture more of any Reserve just because it sells out…when they’re gone, they’re gone!

We do hold aside a handful of each item for replacement when items or lost or damaged by the shipper; these are very limited quantities. If you're lucky, you might find us with these rare leftover copies at games conventions or other events!

From time to time we are able to offer extremely small batches through a Second Chance Sale or Stockpile Sale, depending on the details of the original sale. In general, we take great care not to devalue the original Reserve editions by printing more runs or overruns. Special Reserve Games are special in part because of their exclusive and limited nature.

If there is a game that you want to order, it is always best to order as soon as possible, since we have many wonderful fans that regularly support us through buying out all stock. 

 

I NEED TO CANCEL MY ORDER, CAN I GET A REFUND?

We create rare edition collectibles that sell out quickly, and our production and shipping process is similarly fast. Therefore, we are unfortunately unable to offer cancellations or refunds after purchase. Please order carefully.

 

MY ORDER ARRIVED DAMAGED OR IS LOST, CAN I GET A REFUND?

After your product ships (you will receive an emailed shipping notice when it does), you have 30 days to notify us if your product has not arrived, has been damaged during shipping, or is missing items. Please email [email protected] with your order number(s), a description of the issue/damages, and photos of the damaged product(s) and mailing container(s) if applicable. In cases where a product has been damaged or lost, we will send out a replacement product if available. If we do not have any replacement stock, then we will refund your order at that point.

Please be sure to contact us if you have any problems within this 30-day window. If the tracking information is no longer available from the carrier of a lost package due to not reporting it to us in time, we will be unable to replace or refund your order.

 

 

SHIPPING

DO YOU SHIP WITH DUTIES AND TAXES PAID?

You assume responsibility for any duties, customs, or taxes that may be assessed locally. Duties and taxes will be prepaid for all Canadian shipments. For all other areas of the world, we will not be collecting VAT and/or duties; customers in those countries are responsible for those charges where applicable.

By ordering, you agree to pay these fees if they are assessed by your government. If you refuse a shipment because it is assessed additional taxes, associated shipping costs (both directions) cannot be refunded, even if the order is returned to us. Please order carefully.

 

CAN I CHOOSE MY SHIPPING METHOD? WHO IS THE CARRIER?

We have partnered with UPS to offer the best possible pricing for all our shipments.

The carrier information will be available on the tracking email you receive after your item leaves the warehouse. In some cases, more than one carrier may handle your package at the endpoint of delivery. All available details should be available with your tracking.

 

HOW DO I UPDATE MY ADDRESS AFTER I ORDER?

General address updates can be made online after signing into your account by clicking/tapping on the “Addresses” section.  Here you may add/edit/delete addresses as needed.  UPS has strict guidelines that we must follow in order to create a shipping label.  Please ensure all addresses in your Special Reserve Games Address book meet the following criteria:

• First and Last Names must each be 15 characters or less.
• Company, Address Line 1, and Address Line 2 must each be 35 characters or less.
• Phone must be 15 characters or less.  (Please use numbers only.)
• City must be 30 characters or less.
• Zip must be 9 characters or less.  (Please use numbers and letters only.)
• All characters must be standard English characters.  If you use any non-English characters, there is a risk that we will not be able to create a label for your shipment.

However, this will not change your address for past orders. Please note that you must contact support to update a shipping address for any active orders.

In a situation where you need to change/update your contact information for an existing order, please add the new address to your account first and then email us at [email protected] with your updated address and let us know what order numbers you would like to have updated.

Please note that if your address change results in a higher cost of shipping, we will be unable to update your address.  If your address change results in a lower cost of shipping, you will be refunded the difference.

We will do our best to assist with updating shipping addresses for you, however, if shipping has begun for certain items, we may not be able to process your address change in a timely manner. Please contact us as soon as possible if you know that you need an address change completed to ensure the greatest chance of success.

When items sell out quickly, it is difficult to offer refunds and re-sell returned stock, so please place your order carefully and review your address/contact information before you complete your order. Depending on your order, it may ship minutes after it has been finalized, so it is always best to verify that you have entered the correct information during the checkout process.

 

WHAT DOES “AWAITING FULFILLMENT” MEAN/WHERE IS MY ORDER?

Please be aware that depending on the nature of your purchase, the amount of time between ordering and shipping may vary. If you are placing an order for an item during its pre-order period, the pre-order period must end and the item must be manufactured.  It may be a month or more before games begin shipping. Please be sure to check the page for the item you are purchasing for shipping estimates.  In cases where you are ordering stock from our back catalog, your games may ship very quickly, sometimes within minutes.

When your order is placed the first status you will likely see is “AWAITING FULFILLMENT”.  This means that your order is in good standing in our system and is waiting until it can be shipped to you.

Once your order ships, you will receive tracking information via email.  Use the provided link to track your order’s shipping progress. If you have not received tracking information and your order status shows “AWAITING FULFILLMENT”, there is no action required on your part; this order is still in good standing and will be shipped as soon as inventory is available and we are able to send it to you.

If your tracking number is inactive, please note that it may take up to 10 business days for it to become active.  If it is beyond 10 business days or you have other delivery issues, please contact us at [email protected] with the order number(s) you are concerned about and a description of your issue so that we may assist you.

 

THE PS4 DISC IS LOOSE IN MY ORDER. CAN I EXCHANGE IT UNOPENED?

We do not process returns or exchanges for loose PS4 discs. 

Our shipping packaging is constructed to supply maximum protection for discs during shipping, and it requires significant mishandling by the carrier to dislodge a newly manufactured PS4 disc from its post in a case. Even then, the Sony case is designed to prevent scratches or damage to floating discs during transit. For these reasons, we are unable to replace or refund loose disc games.

That said, if you don't plan to open your game, YouTube has available an easy tutorial to re-seat a PS4 disc in a closed case without any damage.   

 

GENERAL INFO

WHAT'S THE DIFFERENCE BETWEEN YOUR GAMES AND RETAIL EDITIONS?

We are not the publisher of any retail games (with the exception of DEMON THROTTLE, where we have partnered with retail as one of the publishers). Retail games are sold separately by others. From time to time, you might see the same games sold in retail editions, but we cannot answer detailed questions about retail since they are not our editions.

Our games usually feature the following:

• Sequential numbering
• Instruction booklets (printed, inside the game case)
• Premium, custom-made, high-quality paper
• Multiple print treatments, including UV, embossing, and debossing
• Collectible Reserve boxes, the most premium on the market

We are a small company and these quality standards are only possible to uphold due to the attention that we can provide to each game. For this reason, our games typically cost more than retail editions, although we try to keep costs down as a service to our fans. For the same reason, from time to time we allow some small indie retailers (like PNP Games) to resell a limited number of our products, but these are the same games we are selling on our site, not differing editions.

We are always happy for the developers we work with when fan support of our editions helps their games attract the attention of retail and bring great games more opportunities, but we cannot answer detailed questions about retail since they are not our editions.

 

WHAT IF A PATCH COMES OUT ON A GAME AFTER I’VE BOUGHT THE PHYSICAL VERSION?

While we endeavor to always include relevant patches in our physical versions, the production time on these games is significant and we will may not be able to wait for every patch. In these cases, your console may prompt you to download patches. You will only need to do this once per patch, not every time you play. 

You may want to consider following the social media accounts for your game’s developer, where patch information is usually kept up to date.

 

HOW DO I ASSEMBLE THE ART PRINT EASEL THAT CAME WITH MY ORDER?

You can see visual instructions on how to assemble our complimentary art print easel at this link.

 

I DON’T SEE MY QUESTION ANSWERED HERE. HOW CAN I CONTACT YOU?

You can reach Sarge and the customer support team at [email protected].