LIVE CHAT & SUPPORT

How can we help you?

See our most frequently asked questions below or choose a category to find the help you need.

    Top frequently asked questions

  • 1. Where's my order?

    You can check when your order was dispatched in the My Orders section of your account - we estimate 4 - 10 working days for it to arrive with you. However, we do face postal delays sometimes. If this does happen we have to wait 20 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent).

    If 4 - 10 working days since dispatch have already passed, please get in touch with us via our Contact Us form and we will take a look at it for you.

  • 2. My item arrived damaged, what do I do?

    We're sorry to hear your order didn't arrive with you in perfect condition, can you please send images of the damage, along with your order number, to our customer services team at ContactUs@ozgameshop.com so they can look into this for you.

  • 3. Can I cancel my order?

    We do aim to dispatch orders as soon as possible but if we catch it in time we will be able to cancel it for you. Please email our customer services team at ContactUs@ozgameshop.com to cancel your order - please provide the order number and item name you would like cancelling. Please also include the word "CANCELLATION" in the subject line. If we are able to cancel it for you we will of course issue you with a refund. If the order has already been dispatched then we will ask you to return it to us before we can issue a replacement or a refund.

  • 4. Can I change the address on my order?

    We do aim to dispatch orders as soon as possible but if we can catch it in time we will be able to change the address on it for you. Please email our customer services team at ContactUs@ozgameshop.com. Include the phrase "CHANGE OF ADDRESS" in the subject line and your order number in the email and if our customer service team get to your email before your order is dispatched your address will be updated for you. If the order has already been dispatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.

  • 5. How can I return my item?

    If the item is unwanted we will only be able to accept a return if it is unopened and still sealed. If you wish to return your item for other reasons such as, the item arrived damaged or faulty please explain the fault by getting in touch with our customer services team using the Contact Us form. From there we will be able to take the necessary steps to get your item back to us.

  • 6. When will I receive my email code?

    Email codes are sent out Monday to Friday, 9am - 5pm GMT (This doesn't include bank holidays). Due to strict payment and fraud checks, codes can take up to a maximum of 24 hours from the point of ordering to be sent. Please check your spam folder to make sure it's not filtered into there as this is often the case.

  • 7. Are your DVDs/Blu-rays compatible with my player?

    Our DVDs are Region 2 and our Blu-rays are Region B - you will need a Region 2/B or region free player in order for these to work. Unfortunately DVD's will not work on a Region 4 Player (this is typically an Australian region) so please check that your player is compatible before purchasing!

  • 8. How much is postage?

    Standard postage is free on orders over $50 and is $1.99 for orders under. Express postage is also available for $4.99 and is on average two days quicker than standard! See our Delivery Page for more information.

  • 9. When will I receive my pre-order?

    Pre-orders have a strict 'street date' preventing early delivery but are dispatched as soon as we receive the stock - this is usually on or just before the stated release date. We will work hard to make sure you get your item as soon as possible. If the price of the item drops before release date, you will receive the difference back in Player Points in line with our Pre-order Price Promise.

  • 10. My digital download doesn't work, what do I do?

    We're sorry to hear you are having trouble using your code. Sometimes the O's are mistaken for ZEROS, S for FIVE, I for ONE, V for Y, also VV for W so please substitute these in and try again. If you are 100% sure you're entering the code correctly, or its simply stating it has already been used please send images of the code, it entered on screen and the error message shown, to our customer services team via ContactUs@ozgameshop.com.

  • Products

  • 1. Are your games compatible with my console?

    All games supplied by ozgameshop.com are 100% compatible on PAL systems. Some NTSC games may require a local PSN/Xbox Live account for future DLC though if this is the case this will be included in the product description.

  • 2. Are your DVDs/Blu-rays compatible with my player?

    Our DVDs are Region 2 and our Blu-rays are Region B - you will need a Region 2/B or region free player in order for these to work. Unfortunately DVD's will not work on a Region 4 Player (this is typically an Australian region) so please check that your player is compatible before purchasing!

  • 3. What languages are available on your games?

    All the games we sell are the full English language versions; although some games offer the option to change the language in the settings we cannot guarantee which (if any) for every game.

  • 4. Can you unsubscribe me from your email list?

    In your account under Communication Centre you can un-tick the types of emails you do not wish to receive. If you are still receiving promotional emails after you have unticked the options please let us know and we will have this fixed for you straight away.

  • My Order

  • 1. Where's my order?

    You can check when your order was dispatched in the My Orders section of your account - we estimate 4 - 10 working days for it to arrive with you. However, we do face postal delays sometimes. If this does happen we have to wait 20 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent).

    If 4 - 10 working days since dispatch have already passed, please get in touch with us via our Contact Us form and we will take a look at it for you.

  • 2. Can I cancel my order?

    We do aim to dispatch orders as soon as possible but if we catch it in time we will be able to cancel it for you. Please email our customer services team at ContactUs@ozgameshop.com to cancel your order - please provide the order number and item name you would like cancelling. Please also include the word "CANCELLATION" in the subject line. If we are able to cancel it for you we will of course issue you with a refund. If the order has already been dispatched then we will ask you to return it to us before we can issue a replacement or a refund.

  • 3. Can I change the address on my order?

    We do aim to dispatch orders as soon as possible but if we can catch it in time we will be able to change the address on it for you. Please email our customer services team at ContactUs@ozgameshop.com. Include the phrase "CHANGE OF ADDRESS" in the subject line and your order number in the email and if our customer service team get to your email before your order is dispatched your address will be updated for you. If the order has already been dispatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.

  • 4. How can I return my item?

    If the item is unwanted we will only be able to accept a return if it is unopened and still sealed. If you wish to return your item for other reasons such as, the item arrived damaged or faulty please explain the fault by getting in touch with our customer services team using the Contact Us form. From there we will be able to take the necessary steps to get your item back to us.

  • 5. My digital download doesn't work, what do I do?

    We're sorry to hear you are having trouble using your code. Sometimes the O's are mistaken for ZEROS, S for FIVE, I for ONE, V for Y, also VV for W so please substitute these in and try again. If you are 100% sure you're entering the code correctly, or its simply stating it has already been used please send images of the code, it entered on screen and the error message shown, to our customer services team via ContactUs@ozgameshop.com.

  • Delivery

  • 1. My item arrived damaged, what do I do?

    We're sorry to hear your order didn't arrive with you in perfect condition, can you please send images of the damage, along with your order number, to our customer services team at ContactUs@ozgameshop.com so they can look into this for you.

  • 2. When will I receive my email code?

    Email codes are sent out Monday to Friday, 9am - 5pm GMT (This doesn't include bank holidays). Due to strict payment and fraud checks, codes can take up to a maximum of 24 hours from the point of ordering to be sent. Please check your spam folder to make sure it's not filtered into there as this is often the case.

  • 3. How much is postage?

    Standard postage is free on orders over $50 and is $1.99 for orders under. Express postage is also available for $4.99 and is on average two days quicker than standard! See our Delivery Page for more information.

  • 4. When will I receive my pre-order?

    Pre-orders have a strict 'street date' preventing early delivery but are dispatched as soon as we receive the stock - this is usually on or just before the stated release date. We will work hard to make sure you get your item as soon as possible. If the price of the item drops before release date, you will receive the difference back in Player Points in line with our Pre-order Price Promise.

  • 5. Do you have a tracking number for my order?

    Unfortunately, we don't currently offer a tracked service. You can check when your order was dispatched in the My Orders section on your account and we estimate 4 - 10 working days for it to arrive with you. However, we do face postal delays sometimes. If this does happen we have to wait 20 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent).

    If 4 - 10 working days since dispatch have already passed, please get in touch with us via our Contact Us form and we will take a look at it for you.

  • 6. Why does my item have additional days added for dispatch?

    Some of our items are stored at a different warehouse and may take slightly longer than usual to dispatch.

  • 7. Why has my item not been dispatched?

    We try to dispatch all orders within 24 hours of receiving payment so if your item has not been dispatched it is likely that the payment hasn't gone through successfully. Please check the My Orders section in your account to make sure that you don't still have to make a payment. Please also check that your item is not a pre-order or requires extra days for dispatch.

  • Payment

  • 1. What payment options are available?

    We accept payment by most major debit/credit cards as well as via PayPal. Unfortunately, we do not accept cheques or cash payments.

  • 2. I have been charged for my order twice, what can I do?

    We're really sorry to hear this! If you paid by PayPal, please use the Contact Us form and send us both transaction IDs so we are able to look into this and refund the relevant transaction.

    If you paid with Sage Pay you will have two transactions and more than likely one of the payments will have failed and one will have processed normally. With the failed payment transaction the money will have likely been taken out of your account or is being held by your bank. This payment should return to you within a couple of days but if it doesn't, get in contact with us and we will look into it further for you.

Close
  • Contact Us

If you have any more questions, please feel free to contact us.

Need help urgently?

Live chat with us!

09:00 - 17:30 (GMT) MONDAY - FRIDAY

EXCLUDING BANK HOLIDAYS

Start Live Chat

Email Us

contactus@ozgameshop.com

Where's my order?

You can check when your order was dispatched in the My Orders section of your account - we estimate 4 - 10 working days for it to arrive with you. However, we do face postal delays sometimes. If this does happen we have to wait 20 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent).

If 4 - 10 working days since dispatch have already passed, please get in touch with us via our Contact Us form and we will take a look at it for you.

My item arrived damaged, what do I do?

We're sorry to hear your order didn't arrive with you in perfect condition, can you please send images of the damage, along with your order number, to our customer services team at ContactUs@ozgameshop.com so they can look into this for you.

Can I cancel my order?

We do aim to dispatch orders as soon as possible but if we catch it in time we will be able to cancel it for you. Please email our customer services team at ContactUs@ozgameshop.com to cancel your order - please provide the order number and item name you would like cancelling. Please also include the word "CANCELLATION" in the subject line. If we are able to cancel it for you we will of course issue you with a refund. If the order has already been dispatched then we will ask you to return it to us before we can issue a replacement or a refund.

Can I change the address on my order?

We do aim to dispatch orders as soon as possible but if we can catch it in time we will be able to change the address on it for you. Please email our customer services team at ContactUs@ozgameshop.com. Include the phrase "CHANGE OF ADDRESS" in the subject line and your order number in the email and if our customer service team get to your email before your order is dispatched your address will be updated for you. If the order has already been dispatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.

How can I return my item?

If the item is unwanted we will only be able to accept a return if it is unopened and still sealed. If you wish to return your item for other reasons such as, the item arrived damaged or faulty please explain the fault by getting in touch with our customer services team using the Contact Us form. From there we will be able to take the necessary steps to get your item back to us.

When will I receive my email code?

Email codes are sent out Monday to Friday, 9am - 5pm GMT (This doesn't include bank holidays). Due to strict payment and fraud checks, codes can take up to a maximum of 24 hours from the point of ordering to be sent. Please check your spam folder to make sure it's not filtered into there as this is often the case.

Are your DVDs/Blu-rays compatible with my player?

Our DVDs are Region 2 and our Blu-rays are Region B - you will need a Region 2/B or region free player in order for these to work. Unfortunately DVD's will not work on a Region 4 Player (this is typically an Australian region) so please check that your player is compatible before purchasing!

How much is postage?

Standard postage is free on orders over $50 and is $1.99 for orders under. Express postage is also available for $4.99 and is on average two days quicker than standard! Check our Delivery Page to see more information.

When will I receive my pre-order?

Pre-orders have a strict 'street date' preventing early delivery but are dispatched as soon as we receive the stock - this is usually on or just before the stated release date. We will work hard to make sure you get your item as soon as possible. If the price of the item drops before release date, you will receive the difference back in Player Points in line with our Pre-order Price Promise.

My digital download doesn't work, what do I do?

We're sorry to hear you are having trouble using your code. Sometimes the O's are mistaken for ZEROS, S for FIVE, I for ONE, V for Y, also VV for W so please substitute these in and try again. If you are 100% sure you're entering the code correctly, or its simply stating it has already been used please send images of the code, it entered on screen and the error message shown, to our customer services team via ContactUs@ozgameshop.com.

Are your games compatible with my console?

All games supplied by ozgameshop.com are 100% compatible on PAL systems. Some NTSC games may require a local PSN/Xbox Live account for future DLC though if this is the case this will be included in the product description.

What languages are available on your games?

All the games we sell are the full English language versions; although some games offer the option to change the language in the settings we cannot guarantee which (if any) for every game.

Can you unsubscribe me from your email list?

In your account under Communication Centre you can un-tick the types of emails you do not wish to receive. If you are still receiving promotional emails after you have unticked the options please let us know and we will have this fixed for you straight away.

Do you have a tracking number for my order?

Unfortunately, we don't currently offer a tracked service. You can check when your order was dispatched in the My Orders section on your account and we estimate 4 - 10 working days for it to arrive with you. However, we do face postal delays sometimes. If this does happen we have to wait 20 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent).

If 4 - 10 working days since dispatch have already passed, please get in touch with us via our Contact Us form and we will take a look at it for you.

Why does my item have additional days added for dispatch?

Some of our items are stored at a different warehouse and may take slightly longer than usual to dispatch.

Why has my item not been dispatched?

We try to dispatch all orders within 24 hours of receiving payment so if your item has not been dispatched it is likely that the payment hasn't gone through successfully. Please check the My Orders section in your account to make sure that you don't still have to make a payment. Please also check that your item is not a pre-order or requires extra days for dispatch.

What payment options are available?

We accept payment by most major debit/credit cards as well as via PayPal. Unfortunately, we do not accept cheques or cash payments.

I have been charged for my order twice, what can I do?

We're really sorry to hear this! If you paid by PayPal, please use the Contact Us form and send us both transaction IDs so we are able to look into this and refund the relevant transaction.

If you paid with Sage Pay you will have two transactions and more than likely one of the payments will have failed and one will have processed normally. With the failed payment transaction the money will have likely been taken out of your account or is being held by your bank. This payment should return to you within a couple of days but if it doesn't, get in contact with us and we will look into it further for you.

Can I use more than one voucher/discount code at a time?

Unfortunately not, only one voucher/discount code can be used per order.

What happens to the voucher I used on an order I cancelled or had refunded?

If you have used a voucher on an order which has been cancelled or refunded, the voucher will automatically reinstate itself and will be visible within the My Vouchers section of your account. If, for whatever reason, this does not happen please get in contact with us via the Contact Us form and we will look into it for you.

How long does my voucher last for?

All vouchers expire within 6 months of them being created.