Please visit our support page for a complete list of frequently asked questions!


SHIPPING

Does Limited Run Games ship internationally?
Yes, we ship worldwide! Click here for more details.

How much does shipping cost?
Shipping costs vary depending on the weight of the product, the number of items in your order, and your specific location. It is automatically calculated at checkout.

When will my order ship?
To complete manufacturing, our physical products will need 2-4 months after preorders close or after the date of the initial sale if it is a non-preorder item.

Production status can be found on our production updates page or through your order history page. If your order contains at least one item still in manufacturing, it will not ship out until all items are available.

If your order contains only items that are "in-hand" at the time the order was placed, expect that to ship within 1-2 weeks of receiving an order confirmation.

Why is my tracking not working?
International: All Asendia tracking numbers (those that start with A) can be tracked via their website. Once your tracking information shows that your shipment has cleared customs, you can access your local tracking number at tracking.asendiausa.com.

Domestic: We use UPS Mail Innovations, so your package will first go through UPS. It will then be transferred to your local USPS. At that time, it can be tracked through both UPS and USPS

My game was damaged during shipping, what do I do?
Our support team will look at each order on a case-by-case basis. We sell shipping boxes for added protection if you are concerned about receiving a damaged order. If your case is approved you will need to send it back to us and we will ship another copy back to you once we receive the original.


ORDERS

Who do I contact about my order?
If you have any additional questions about your order or our products, please create a ticket. You can reach us at limitedrungames.freshdesk.com.

Where is my order?
Please check our production updates page to see when your items are expected to ship. Game-specific merchandise will ship when the games do.

Can I cancel my order?
All sales are considered final. Any orders cancelled on our end due to breaking limits, use of bots, or other TOS violations will be subject to a 15% restocking fee. If it is a repeat offense, an additional 5% restocking fee will be assessed for each case: up to 100% of the order + shipping paid.

Can I combine orders?
Unfortunately multiple orders cannot be merged into one shipment.

How do I change my address?
If you need to update the shipping address on an order that has already been placed, please submit that request via this form.

Why was my order canceled?
Your order may have been canceled for any one of the following reasons.

  • Your payment didn’t go through or you were considered a "high risk." If your payment fails, your order automatically cancels.
  • You made multiple orders to get around our set limit for a run.
  • You created multiple accounts to get around our limit.

OTHER

Why was I banned?
Reasons for a ban or a mass-order-cancellation can include (but are not limited to):

  • Creating multiple accounts.
  • Charge-backs.
  • Ordering in excess.
  • Treating an employee of Limited Run Games with extreme disrespect, harassment or threats of violence. 

I have multiple people I wanted to buy games for, but that breaks an order limit. How do I get more copies?
The short answer is that individuals can’t break order limits, even when buying for multiple people. The people you intend to buy for will need to have someone else buy a copy, or they can buy one themselves. We will not cancel orders coming from the same household if the name and payment method is different. However, if we have had trouble with your household purposefully trying to get around our limit for personal gain (such as selling them on eBay), we will cancel them.

What is your official stance on re-sellers?
We cannot and will not stop someone from selling our games if they are within our set limit. If they choose to sell the only copies they are allowed, that is their choice. We will, however, cancel any additional orders if they go above our limit.

If there are eBay listings of games we have not shipped yet, particularly on their sale day, we encourage them to be reported to eBay, as those listings break their presale policy.

My game came with a loose disc, can I get a replacement?
We don't ship out any games with loose discs, so if they are arriving with a loose disc it's due to how they are handled once we ship them out. Because of the limited nature of our games, we are not able to replace copies with loose discs. The good news is that PS4 games do not scratch without a lot of effort. Your disc is not damaged! Please view this video on how to fix loose discs. 

What is your return and exchange policy?
You may ask for a return or exchange within 30 days of delivery. Every request will be looked at on a per-case basis however and is not guaranteed. Returns are subject to a 15% restocking fee and must be sealed. Any items that include a digital key are completely non-refundable once the key has been sent to you.

Please be aware that all returns must be approved by our support team. You will be issued a return ID that must be present on the exterior of your return  shipment. If this ID is not included, we will refused delivery and your return will be sent back to you postage due.

How do I request a game I'd like to see released physically?
The best way for that is to tag us and the developer you want us to work with on Twitter. It may just spark a conversation! 

How do you decide a print size?
The print sizes are determined by the developer. We will always push for a bigger run, but ultimately it is their decision. 


Contact our support team for any questions regarding your order. Please note that our office hours are 10 am-6 pm ET, Monday through Friday.