HOW DO I MAKE AN ACCOUNT?
1. At the top-right corner of the site, click on “Sign In.”
2. Below the sign-in form, click “Sign Up.”
3. Enter your first name, last name, email address, and choose a password you’ll remember.
4. Optionally, check the box to subscribe to our newsletter.
5. Click the “Sign Up” button.
6. Complete the reCAPTCHA to prove you’re not a robot and press the “Submit” button.
7. Done! Now that you’ve created an account, you will see the words “My Account” in the top-right corner. Click there to view your customer profile and orders or to add/update contact information.
IS MY PERSONAL DATA SECURE?
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.
HOW MANY COPIES OF EACH GAME CAN I BUY?
Our releases are generally meant for collectors. Since we publish exclusive, limited editions, we often 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.
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 take measures to cancel suspicious orders.
We believe this approach is the best way to let every interested collector have a fair crack 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/MY ORDER ARRIVED DAMAGED. 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.
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 or has been damaged during shipping. In cases where a product has been damaged or lost, we will send out a replacement product. 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.
DO YOU SHIP WITH DUTIES AND TAXES PAID?
You assume responsibility for any duties, customs or taxes that may be assessed locally. We do ship DDP internationally to all available countries, and work with leading shipping experts to offer the best shipping at the lowest rates available by offering bulk flat rate DDP shipping and expedited processing.
Still, any order may still be pulled at your border at random, and may be subject to assessed additional duties or taxes beyond our control. 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 utilize flat-rate bulk shipping to offer the best possible pricing for all our shipments. In some cases, you may be able to request expedited FedEx shipping at a higher rate.
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 end point of delivery. All available detail should be available with your tracking.
HOW DO I UPDATE MY ADDRESS AFTER I ORDER?
In general, address updates can be made online after signing into your account. In a situation where you need to change or correct your contact information between ordering and receiving your games, please email us at email@example.com with your updated address as soon as possible.
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 and other contact information before you submit. Depending on your order, it could 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 DO I DO IF MY ORDER HASN'T ARRIVED?
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 a game during its open pre-order sale period, the sale period must end and the manufacture of that game may have to conclude, so it may be a month or more before games begin shipping. In other cases, where you are ordering stock from our back catalogue, your games might ship within a week, sometimes within minutes.
Regardless, once your order ships, you will receive a tracking number by email to inquire as to its status. Please wait for this email with your tracking number before inquiring about shipping, because until you receive this tracking number your item has not shipped, and so there is no way to resolve a shipping issue, since there isn’t one!
If your tracking number is inactive or you have other delivery issues, please contact us at firstname.lastname@example.org for assistance.
MY ORDER ARRIVED DAMAGED. WHAT SHOULD I DO?
Our warehouse is committed to white-glove handling of pristinely crafted and packaged merchandise for discerning collectors, and we use the best in worldwide shipping providers to bring you your physical goods at the best possible rate.
However, once deliveries leave our warehouse, we cannot control the handling as it is carried out by individual delivery carriers, and are not responsible for damage due to conditions beyond our control.
If you receive an item that is damaged due to shipping, we will make every effort to replace it if a replacement still exists, but given limited quantities this may or may not be possible and by your purchase you confirm that you understand this. You retain the right to make a shipping claim with the carrier.
If your item arrives damaged and you need help, contact email@example.com. You may be asked to provide photographs and/or return a damaged item to be eligible for a replacement.
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.
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.
I DON’T SEE MY QUESTION ANSWERED HERE. HOW CAN I CONTACT YOU?
You can reach Sarge and the customer support team at firstname.lastname@example.org.