Full Frequently Asked Questions
Please visit our support page for a complete list of frequently asked questions!
Does Limited Run Games ship internationally?
Yes, we ship worldwide! However, the following countries are temporarily restricted due to current government sanctions: Russia, Ukraine, Belarus.
Check Here for our full list of DDP countries.
How much does shipping cost?
Shipping costs vary depending on the weight of the product, the number of items in your order, the dimensions of the shipping box and your specific location. Your shipping cost is automatically calculated at checkout based on these factors.
When will my order ship?
We always strive to send out orders to our customers as soon as possible. Since we operate on a pre-order system and print production doesn’t begin until after pre-orders close, shipping may take 3–5 months after you place your order before you receive it.
Ship times can vary depending on several different factors [complexity of the product (i.e. if it’s a fancy Collector’s Edition with a ton of items to manufacture), current state of shipping services, if you have another item tied to your order that went into production later, etc.]
Production status can be found on the product page or on 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.
My game was damaged during shipping, what do I do?
Open a support ticket with pictures of the damage and the order number. We generally accommodate all damaged games with the option of a return, partial refund, or replacement. If you want a replacement or a return, we’ll send a return label along with your new item so you don’t have to wait until your old product arrives at our warehouse. All returns are reviewed on a case by case basis.
Who do I contact if I have a problem or question about my order?
If you have any additional questions about your order or our products, please create a support ticket. You can reach us at support.limitedrungames.com . Please keep in mind that we always aim to reply within one business day of receiving your message; however, response times can fluctuate depending on volume. If we are experiencing high volume, it can take up to 3-5 business days to respond, so we appreciate your patience.
Why is my order taking so long?
Please check our production updates page or the product page of the item you purchased to see when your order is expected to ship. Since we operate on pre-orders, our average ship time for most items is 3–5 months unless otherwise specified on the product page. If your particular item may ship outside of its original shipping window, we will send out an email update to our customers.
Also, keep in mind that if you purchased multiple items in the same order, your order will only ship after the final item is complete with manufacturing.
We appreciate your patience. It’ll be worth the wait when it arrives!
I think my order is lost in transit, what do I do?
For Domestic orders, we generally require customers to wait 14 days from the last tracking update before assuming their package is lost in transit.
For International orders, we generally require customers to wait 21 days from the last tracking update without a recorded delivery.
It’s common for packages to arrive during, or even after, this window of time. Because we operate with limited quantity items, we want to be certain that your item is truly lost before going forward with a replacement.
If it’s been over the mentioned time frame since your last tracking update and you believe your package is lost, please submit a support ticket so customer support can help you with a replacement.
Can I cancel my order?
All sales are considered final, but we can process cancelations on a case-by-case basis. There is no guarantee we can cancel your item because we manufacture products based on pre-order quantities.
Customers in the EU who request order changes on orders prior to EU VAT law changes this year may be subject to pay any differences in tax.
Can I add items to an order?
Protective items can be added by our Support Team post-purchase if requested within 60 days of placing your original order. This includes items like protective cases and shipping boxes.
Outside of shipping boxes and protective cases, we can’t guarantee that we can add items because most of our items are limited. However, we welcome you to open a support ticket and make a request. We’ll see what we can do!
Can I combine orders?
Unfortunately, multiple orders cannot be merged into one shipment.
How do I change my address?
Changing your address is easy! Just update the default address on your account, then submit the order numbers that need to be updated via a support ticket. We’ll take care of the rest!
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.
Orders that break our TOS will be canceled. This includes but is not limited to the use of bots or breaking order limits on products (refer to product page for details).
Canceled 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 and could result in an account hold.
Why are my orders being automatically canceled?
Generally, when this happens it is due to one of two reasons, either the order broke the limits specified on the product page, or multiple chargebacks have been filed from your account.
If you believe your order has a problem, was lost in transit, or damaged, please open a support ticket so we can resolve the issue.
If you feel that your order was canceled in error, please submit a ticket to our Support Team for further review.
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 to buy, that is their choice. We will, however, cancel any additional orders if they go above our limit and may issue an account hold. 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.
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.
You can open a support ticket here.
How do I request a game I'd like to see released physically?
Let us know via social media or Discord! Even if we don’t respond to every request, our staff is always scanning for feedback and requests. You’ve given us some great ideas over the years!
I tried to buy a limited item; why couldn’t I check out?
Nowadays, most of our items are open pre-order, meaning anyone who wants a copy of the game can order within a certain amount of time and there are no order limits. Occasionally, we still have limited quantity pre-orders when required to if there’s no possibility for open pre-order.
Limited pre-orders can sell out extremely quickly, so we recommend reading our buyer’s guide to see how you can give yourself the best chance to secure a copy.
As a rule, new items drop on Friday at 10am ET and second batches come out on Friday evening at 6pm ET. We recommend subscribing to our newsletter so you don’t miss any limited items.
It is our policy that numbered Limited Run Games will never be reprinted, though we may order extra quantities to be sold at conventions, events, and through retailers. Part of the reason why so many developers choose to work with Limited Run Games is our favorable terms. After our sale, all rights revert back to the developer in which case they are free to do another physical print with other publishers.
Our no reprint policy does not apply to distributed (non-numbered) titles, so be sure to check back on our site for restocks.
I’m a retailer interested in partnering with LRG!
We love working with retailers of all sizes, including mom-and-pop shops! We require that all retailers who would like to work with us have a physical brick-and-mortar store. That makes retailers who only sell online would not qualify. If you think your store would be a good fit to carry Limited Run Games, please fill out this form and we’ll reach out.
What currency is your site in?
Our website shows USD prices.
I didn’t receive a trading card, or my trading card was damaged.
Though most of the games in our Limited Run Collection do come with trading cards, they are a free pack-in item and are not guaranteed unless otherwise specified on the product page. For this reason, we do not offer replacements for damaged cards.
We do offer trading card protectors. If your order includes a trading card and there is a protector in your order, we will ship the card inside the protector.
If I order over 30 copies of a game, will I receive those in a factory sealed case pack?
Orders over 30 are not guaranteed to be in a factory sealed case pack. If you are a retailer who is not currently working with us and would like special requests on your order, please fill out our retail request form.
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.
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