Please visit our support page for a complete list of frequently asked questions!
Where is my order?
Please check our Production Updates page to see when your items are expected to ship. https://www.limitedrungames.com/pages/production-updates
Game Specific merchandise will ship when the games do.
Why is my tracking not working?
All Asendia tracking numbers (those numbers that start with A) can be tracked via their website here: http://apps.asendiausa.com/tracking/
Once your tracking information shows that your shipment has cleared customs, you can access your local tracking number here: http://tracking.asendiausa.com/t.aspx
We use UPS Mail Innovations, so your package will first go through UPS. https://www.ups.com/track?loc=en_US&requester=WT/
It will then be transferred to your local USPS, at that time, it will be trackable through both UPS and USPS. https://tools.usps.com/go/TrackConfirmAction_input
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?
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: https://forms.gle/LrBkho3FTJw76Uz46
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.
Why was my order canceled?
Your order may have been canceled for any one of these 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.
If you received an email stating you are banned or all your orders are being canceled, it is because of any number of reasons, such as:
- Creating multiple accounts.
- Ordering in excess.
- Treating an employee of Limited Run Games with extreme disrespect, harassment or threatening anyone of us.
I have multiple people I wanted to buy a copy for that is over the limit, how do I get more copies?
The short answer is, YOU can’t. They will need to have someone else buy a copy or they will need to buy one themselves. We won’t cancel orders coming from the same household if the name and payment method is different. However, if we have had trouble with your household purposely 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 won’t 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.
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. Due to 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!
Here is a video on how to fix loose discs.
Where do you guys ship to?
Right now we ship pretty much everywhere! Please contact our support team for any inquiries regarding shipping costs.
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% re-stocking 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 Support. 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.
My game was damaged during shipping, what do I do?
We 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.
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: https://limitedrungames.freshdesk.com/
Please note that our office hours are 10am-6pm EST M-F.