PRE-ORDERS, SHIPPING, AND PAYMENTS

Last Updated: August 8, 2024

If you cannot find answers to your questions, please contact us by submitting a ticket using the help icon on the bottom right side of this page. We respond to all tickets within 1-3 business days.

SHIPPING TIME

Q: How long does shipping take?

A: Currently, we only ship standard mail service, and do not offer expedited or express shipping at this time. Our processing time is generally 1-2 business days (3-5 business days for international orders). After shipping, most packages arrive within 3-10 business days for orders within the US and 7-21 business days for international orders. Please note that in some special cases, packages may experience further delays. If you do not see tracking updates after 10 business days, please contact us, and we will be happy to assist you further. 

Q: Can I change my shipping address if I've moved or entered the wrong one?

A: For pre-ordered items, address changes are possible up to 7 business days before the item's release. In-stock items, however, are sent directly to our warehouse and processed immediately. Please ensure your address is accurate before placing your order to avoid delays or delivery to wrong addresses. 

Q: Where do you ship?

A: We ship to US, Canada, and to most major Europe & Asia countries. However, please note that our games play for NTSC region and although PS3, PS4, PS5, and NSW titles are internationally compatible, not all titles are DLC supported. Hence returns for non-compatibility issues will not be honored. Thank you for your understanding and cooperation in advance.   

Q: What shipping options are available?

A: We offer standard shipping via USPS and FedEx, with fees based on order weight and destination. 

Q: How do I know my order has shipped?

A: You'll receive an email notification to the address provided, including your order's tracking number. 

PRE-ORDERED ITEMS

Q: When do you process pre-ordered items?

A: Pre-ordered items are typically processed about 5 days before their release date. Please note for video games, we do not guarantee delivery on the release date due to unpredictable shipping transit times. Any changes or delays in release dates will be promptly updated on the product page.

Q: If my order includes both In-Stock and Pre-Ordered items, when will it ship?

A: Orders with both In-Stock and Pre-Ordered items will be shipped when all items are In-Stock. If you want to receive your In-Stock items sooner, consider placing a separate order for Pre-Ordered items.

Q: When will I be charged for my pre-ordered item?

A: All orders, including those with pre-ordered items, are charged at the time of purchase. Orders with a mix of in-stock and pre-ordered items will ship when everything is available.

Q: Can I cancel a pre-ordered item?

A: To streamline our processing and shipping schedule, pre-orders can't be canceled after 3 business days since the order has been placed. If you need to update your shipping address, please contact us as soon as possible, preferably at least 10 business days before expected release date. Orders are sent to our fulfillment center immediately upon placement and can't be modified afterward.

Q: I've moved since my pre-order was placed. What should I do?

A: Contact us immediately with your new address, and we'll request our warehouse to update it on your original order. Also, update your shipping address in your profile account for future orders. 

 PAYMENTS

Q: What payment methods do you accept?

A: We accept VISA, MasterCard, Discover, and American Express. If you use a prepaid card, ensure it has sufficient funds and correct information registered before making a purchase. We do not accept personal checks or cash. 

INTERNATIONAL ORDERS

International orders may be subject to additional import duties, VAT, and tax fees. Customers are fully responsible for these charges at the time of delivery, as we do not collect them during checkout. All international order sales are final. Unclaimed packages, resulting from a customer's refusal to pay duties or fees, or misdelivered/non-delivered packages due to an incorrect address provided by the customer, or region incompatibility inquiries will not be refunded or reshipped. 

  1. If an international customer refuses to pay duties/taxes at the time of delivery, the carrier will attempt to return the package to the sender. However, because we cannot cover the return shipping costs, the package will be abandoned and destroyed in customs. In such cases, no refunds or reships will be issued. 

  2. Please note international orders have additional processing time of 3-5 business days, and most international orders are delivered within 7-21 business days. However, in some cases, shipping can take up to 45 business days depending on the country and customs clearing time. We kindly ask international customers for their patience as their package makes its way to you.

  3. IMPORTANT: Use only the English alphabet for your name and shipping address. Avoid diacritics (accent marks) or special characters. We will not be responsible for delays or delivery issues caused by address format errors. Example: Do not use characters like á, é, í, ó, ú, ü, etc. Instead, use the corresponding English characters: a, e, i, o, u, u. Thank you! 

  4. Unless otherwise stated, VIDEO GAMES sold on DustyGame.com are in NTSC format and may not be compatible with systems outside of the United States (US), Canada (CA), and Mexico (MX). Please be aware that all video game sales are final, and we do not accept returns for compatibility issues related to specific regions.