HOW CAN WE HELP?

Pre-Orders

 

When will my pre-order be shipped?

We always aim to dispatch pre-order items to arrive on the day of release. In the unfortunate event that there are delays from our suppliers which make this improbable, we will look to get these items to you within 3 working days of the official release date. If you are yet to receive your pre-order after this time contact us so we can investigate this further for you.

 

How much does it cost to send my pre-order?

Pre-order delivery will be charged at the standard delivery rate for that game. If a pre-order item is purchased alongside a game that is already in stock, your order won't be dispatched until the pre-order title has been released.

If you wish to receive the in-stock items sooner, please place a separate order for those games.

 

My pre-order release date keeps changing – why is this?

Pre-order release dates are determined by the manufacturers of the game and are completely beyond our control sadly. We will always strive to keep customers updated on their pre-order release date with the most accurate information we can provide.

 

What are the terms of your Pre-Order Price Guarantee policy?

Our Pre-Order Price Guarantee ensures that you pay the lowest price on a Pre-Order. If the price drops between the point you place an order and release date on the Zatu Games website, we will refund you the difference. Please note this only applies to items with the Pre-Order Price Guarantee offer message on the product page.

The Pre-Order Price Guarantee is only valid up until the point where a product is released for general sale on Zatu Games, after this point customers will not be eligible for a refund. The Pre-Order Price Guarantee does not apply in the rare event of a misprice or to orders cancelled by us in accordance with our Terms and Conditions.

 

2nd Wave Pre-Orders

 

What does it mean if an item is showing as a "2nd Wave Pre-Order"?

When an item is available to purchase as a Second Wave Pre-Order, it means we have currently sold out of our current allocation from our supplier. However, we aim to get more in the near future, in which case the item will be shipped by its release date. If our allocation is not increased before the release date, we will reserve your order so that we can fulfil it as soon as we receive our second allocation. This means that by placing a 2nd Wave Pre-Order, customers will effectively be putting themselves at the head of the queue for as soon as when we receive more stock.

 

When is my 2nd Wave Pre-Order likely to arrive?

Second wave pre-orders typically arrive within two months after the product's release date.

 

When is payment taken on my 2nd Wave Pre-Order?

Payment for your 2nd Wave Pre-Order is taken immediately when you place your order.

 

What happens if my 2nd Wave Pre-Order also contains items which are currently in stock?

If your order contains multiple items including at least one 2nd Wave Pre-Order, your whole order will not be shipped until all items are in stock. If you want to purchase a regular in- stock item alongside a 2nd Wave Pre-Order, we suggest placing separate orders to ensure you receive the in-stock item(s) as soon as possible.

 

General Queries

 

What language does my game come in?

Our games will always come in English as the primary language, in the event that we supply a non-English language game, this will be explicitly stated in the title or product description. Please note certain games will come with multi-language instructions.

 

An item I want is out of stock, is there anyway to know when this is coming back in?

In most cases, we hold good stock of all products available to us, however, in the event that we are out of stock of a particular item, be assured that we will be working to re-stock that line as soon as this is available again! In this case we recommend signing up to the stock notification alerts, which can be done on the products page, so we can let you know via email as soon as an item is back in stock.

 

I want to place an order for an assorted item, but I do not want to receive a duplicate. Is there any way to guarantee I receive a specific item in the assortment?

Unfortunately, we would be unable to accept requests for specific items in an assortment as our stock can vary, however when ordering multiples of the same assorted item, our warehouse team will do everything they can to ensure that we do not send out duplicates.

Are download codes region locked?
Any download games, subscriptions or add-ons for Playstation Plus, Nintendo Online, Xbox LIVE or PC at Zatu Games are for use in the United Kingdom. It's possible they will work in your own region, but unfortunately we cannot guarantee this at the point of order.
Please note: we are unable to return digital download codes where regional compatibility is the issue in question.

 

Still Stuck?