Where can I see my orders?

You can visit your account page for a full history of your orders and their estimated shipping date.

Who do I contact if I have a problem or question about my order?

Please create a support ticket if you have additional questions about your order or our products. You can reach us at support.limitedrungames.com. Please include your order number and as much information as possible for the fastest response.

Where is my order?

Our products are bespoke and manufactured to demand. For this reason, we cannot begin final manufacturing until after the pre-order period ends. Standard edition games generally ship within 4 months, and Collector’s Editions can take up to 10 months, depending on complexity. You can always see the ship estimates for your items on the checkout page. We appreciate your patience. It’ll be worth the wait when it arrives!

Can I cancel my order?

You can cancel a pre-order anytime using the Purple Dot self-service portal. If you need to cancel an order for an in-hand item, contact our support team for review; they will help you find a resolution.

Once digital content has been issued, orders can no longer be canceled.

PLEASE NOTE: Vault items are final sale and only eligible for a return or refund in the case of damage in transit. We cannot offer exchanges, replacement parts, or digital content for these items, as stock is extremely limited. Shipping updates will be sent to you via email and visible on your account page. Shipping between Vault items and pre-order items cannot be combined.

Customers in the EU who request order changes on orders before EU VAT law changes in 2023 may be subject to pay any differences in tax.

Can I make changes to my order after it has been placed?

Order changes can only be made during the pre-order window. To make these changes, the initial order needs to be cancelled using the Purple Dot self-service portal. 
After that, simply submit a new order with the intended items you wish to purchase!
If additional assistance is needed with the process, please submit a ticket to our Support team.

Can I add items to my order or merge two orders after they're both placed?

Unfortunately, multiple orders cannot be merged into one shipment, nor can we add additional items to a preexisting order.

Why was my order canceled?

If you’ve found that your order has been canceled by mistake, please submit a ticket to our support team at support.limitedrungames.com. 

My order says delivered, but I didn’t receive it

If tracking on your order shows delivered, but you did not receive it, please open a support ticket on support.limitedrungames.com within 30 days of the recorded delivery date so we can assist you. 

What is your return and exchange policy?

We understand that life happens! Thankfully, our Support Team has the ability to look at each order on a case-by-case basis to see if you qualify! You may ask for a return or exchange within 30 days of delivery. 

Any items that include an emailed digital key cannot be returned. This does not apply to items with digital keys printed inside a sealed box.