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 5 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.

Please note, some items may be available for a 24h delivery option. This does not mean the item will arrive before the release date. Please see the checkout timers for more accurate delivery information.

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

 

I have ordered a Kickstarter version of a game, when will it be fulfilled?

Please take a look at the Kickstarter page for the product you are interested in for the most accurate and up-to-date information.

 

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

Pre-order release dates can unfortunately be subject to change due to circumstances outside of our control. We communicate as much as we can with manufacturers or publishers to provide the most accurate information. Always check the product page if you are looking for any updates.

 

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

Our Pre-Order Price-Drop Guarantee ensures that you can pay the lowest price for a pre-order. If the price drops between the point you place an order and release date on the Zatu Games website, you may request a gift card worth the difference between the two prices. To request your gift card, please contact us here.

Please note, if you are issued a gift card in this way and then cancel your pre-order, Zatu retains the right to either; refund your order, minus the cost of the gift card issued, or, cancel your giftcard.

This guarantee applies to items with the 'Pre-Order Price-Drop Guarantee' offer message on the product page, and is no longer valid where a product has become available for general sale.

In the rare instance of an increase in supplier price, the Pre-Order Price-Drop Guarantee will not apply. For more information, please see 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 2nd 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.

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 and tiles.

 

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 our teams work hard to re-stock that line as soon as this is available again! In these cases, 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  you do not receive duplicates.

 

Are videogames / download codes and DVDs 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 other regions, but unfortunately we cannot guarantee this at the point of order.

 

Still Stuck?

CONTACT US