FAQ

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I don't see my question answered here. How can I contact you?

You can reach Sarge and the customer support team at support@specialreservegames.com.

Category: GENERAL INFO
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You sold out before I heard the game was available! Will you be making more?

Special Reserves are special in part because of their 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 no replacements are needed, we won't be reopening the online sales to sell them off, but if you're lucky, you might find us with rare leftover copies at games conventions or other events!

Many of our PS4 titles are also distributed with alternate covers by Limited Run Games; we’ll endeavor to notify fans at release when an LRG co-release is also planned.

Category: GENERAL INFO
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What if a patch comes out on a PS4 game after I’ve bought the physical disk?

Patches can be downloaded from the Playstation Network and applied on your PS4 hard drive to both physical and digital versions of the game. While we endeavor to always include at least relevant Day 1 or other early patches on our PS4 pressings, the production time on these discs is significant and we will never be able to wait for every patch. You may be required to download additional content if the game is patched after pressing for the game to work effectively; you will only need to do this once per patch, not every time you play. 

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

Category: GENERAL INFO
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Are you ever going to do other platforms like Switch, Xbox, Vita, etc?

Vita and Switch releases are already underway and we can't wait to tell you more! Multiplatform options vary greatly based on the game and developer/technological capacity by title. Not every game will be released on all platforms.

While we would love to release on Xbox in the future, it is not available at this time for small run producers like us.

Category: GENERAL INFO
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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, and all available detail should be available with your tracking.

Category: SHIPPING INFORMATION
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How do I update my address after I order?

Email us with your updated address as soon as possible: support@specialreservegames.com. Orders leave the warehouse anywhere from minutes/hours after an order to up to a week later depending on sales rates at that time; 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 info before you submit.

Category: SHIPPING INFORMATION
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How do I buy more than one copy of a release?

You don't! Our releases are intended to be one per collector. If we note any attempt to work around our imposed 1 per limit with multiple accounts, etc. duplicates will be deleted and ALL your orders may be cancelled. 

While we can't prevent speculation and scalping at higher prices on eBay, we do make every attempt to prevent scalping by requiring account registration and measures to cancel duplicate orders. We also do our best to create quantities that allow every interested collector to have a fair crack at a copy of their favorite games.

Category: PURCHASING/PAYMENT
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Why am I getting a transaction error when I pay?

If your billing and shipping information do not match, or the payment gateway otherwise suspects fraud, you will see an error message at checkout. If our site is up and running, that is the only reason for a payment rejection.

If our site is experiencing payment trouble or other issues, check the home page for our social feeds or blog updates for information, or contact support@specialreservegames.com.

Category: PURCHASING/PAYMENT
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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 rate available by offering bulk flat rate DDP shipping and expedited processing.

Still, any order can and may still be pulled at your border at random, and can 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.

Category: SHIPPING INFORMATION
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What do I do if my order hasn't arrived?

Once your order ships, you will receive a tracking number by email to inquire as to its status. If your order does not send you a tracking number within about 7 days, and/or your tracking number is inactive or you have other delivery issues, please contact us at support@specialreservegames.com for assistance.

Category: SHIPPING INFORMATION
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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.

You may be asked to provide photographs and/or return a damaged item to be eligible for a replacement.

NOTE: 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, and even then, the Sony case is designed to prevent scratches or damage from floating during transit. We're unable to replace or refund loose disc games.

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

If your item arrives damaged and you need help, contact support@specialreservegames.com.



Category: SHIPPING INFORMATION
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I need to cancel my order. Can I get a refund?

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


Category: PURCHASING/PAYMENT
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Is my personal data secure?

We remain fully committed to your privacy and the security of your data. All credit card payment information is processed by Shopify Payments, whose services are certified Level 1 PCI DSS compliant. For more information, please visit our Privacy Policy.

Category: ACCOUNTS/SITE REGISTRATION
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Why do I have to register just to buy a game?

Special Reserve Games is committed to small-batch enjoyment for collectors. Unfortunately, rare collectibles can inspire behaviors such as hoarding and scalping, and neither is of benefit to collectors. Account registration is one of the tools we can use to mitigate scalping, and it also allows us rewards programs, instant cart access and other conveniences for account holders so that you can be ready for the latest game when it drops.

Registration and other forms of verification are intended to be a convenience for you to keep all your digital goods and order info in one place!

Category: ACCOUNTS/SITE REGISTRATION
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I had an account on your old website. Can I use it?

As of our relaunch in July, you will have to create a new account to purchase from Special Reserve Games.

Record of your previous purchases is still available should you need it, and is stored securely; in the future look for loyalty programs and other rewards for your support, no matter what site you shopped on! PLEASE NOTE: any financial information you provided is not stored directly by SRG and your payment data has only ever been utilized via payment services that are fully PCI Compliant. We are fully committed to keeping your data secure.


Category: ACCOUNTS/SITE REGISTRATION
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What do I do if I've registered but I never received the confirmation email?

Check your Spam/Promotions or "All Mail" folders to be sure it didn't filter off from your inbox. If you still need help contact support@specialreservegames.com.

Category: ACCOUNTS/SITE REGISTRATION