Common FAQs

Got a question? Check out our frequently asked questions to see if your answer is here! 

Shipping

Who ships your items?
All our items are sent via NZPost Courier (Formerly known as Courierpost). 

How long after my order will I get my item?
All our items are sent with an overnight standard (1-2 business days). For items being sent to rural addresses, please allow for an extra 1-2 business days above the standard delivery standard.

Items are dispatched daily Monday to Friday from our Auckland based warehouse. All orders made with payment cleared before 9am will be shipped out the same business day. Any orders made after the cut-off time will be dispatched the next business day. If any delays occur, you will be informed as soon as possible via email.

For more information on our shipping process please visit our policies page.

I've made an order, where is my item?
Once your item has been dispatched, our courier partner will send an email with the tracking details to your email address. You will also be able to track your item via order number on our site. For further tracking queries, please contact our team.

My order has been delayed or is not arriving on time, what do I do?
If your shipment has been delayed by more than 3 working days past the standard delivery time-frame, let us know and we will launch an investigation with the courier company to assist with resolving the delivery issue you are having. Rest assured, our team will do everything they can to help resolve your issue as quickly as possible.

My tracking number says my item has been delivered but I don't see it! 
If your tracking number has updated to let you know that your parcel was delivered but you have not received anything, we recommend first checking around your property and your mailbox. Courier Drivers will often do their best to deliver your parcel to a safe place on your property which is out of view from the road.

If you are unable to locate your parcel despite this being marked as delivered, please contact us within 10 days of delivery so we can launch an investigation with the courier company to assist with the delivery issue.

Please be advised that neither WP Games nor the courier companies we use are able to refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property. We recommend using the courier with signature required on delivery, if you are concerned about your parcel being left unattended after delivery to your property.

My item has arrived damaged, defective or is the wrong item!
Oh no! We are sorry to hear this is the case. Please contact us immediately with the corresponding information and photos so that we can evaluate the issue and make it right.

Orders

Can I change my delivery or billing Address?
If you have used an incorrect delivery or billing address and need to change this, please contact our team and include your order number in your request. Please note, we may not be able to make the changes requested if your parcel has already been fulfilled or dispatched.

Why can’t I add combined shipping?
Items in your order eligible for combined shipping are automatically combined at checkout. The eligibility on automatic combined shipping will depend on where the products in your order are located and whether they are currently in stock. 

If you place an order containing in-stock items and pre-order items, unless those items are being shipped on the same day (i.e. together on release day), a separate shipping charge for the pre-order item is applied as the item is shipped separately. For orders with multiple pre-order items, unless the pre-order items are being shipped on the same day, a separate shipping charge willy apply to each pre-order item.

If you feel there is an error with the combined shipping, please get in contact with our team! 

Why is there a product order limit?
Occasionally, due to stock limitations we will have to limit the number of products a customer may order. This is to ensure all customers have a chance of purchasing the limited item, we ask that you please respect these limits. Any additional orders attempting to circumvent this will result in order cancellations and the 3% merchant processing fee being deducted from your refund. 

Understanding Stock Statuses

All items on the site are generally in stock and ready to ship. Except when the following are shown either in the product title or product page:

• In stock with supplier: This item is not in stock at our warehouse but in stock with our local supplier. After placing an order, this item will be ordered from our supplier. Once received, we will ship out your item the next business day. Items in this category will indicate the estimated arrival time of the product and subsequent delivery time to your address on the product page.
• Pre-order: This item is a pre-order and not yet released. Items under this status can be ordered and are generally dispatched the day of or before release day to arrive the next business day. Should there be any changes in shipping times, our team will be in contact via email. For more details visit the pre-order section below. 

Understanding Pre-Orders

How do I pre-order a game?
Placing a pre-order is the exact same as an in-stock purchase. Simply add to cart, select your shipping method and check out!

When will I get my pre-order?
For Nintendo Switch pre-orders (including consoles, games and accessories), generally these items are dispatched one day before release day to ensure arrival on release day. 

For non Nintendo Switch pre-orders, generally these items are dispatched on  release day to ensure arrival the next business day after. 

Pre-order time frames can be found on the product page and you will be kept up to date via email should there be any changes. 

I placed a pre-order but now I see the price has dropped!
If an item you have pre-ordered drops in price before release day, your order will be adjusted automatically closer to release day with the difference refunded in full. Nothing to worry about - we will ensure you get the best possible advertised price! 

Can I cancel my pre-order?
All pre-order items can be cancelled up to 14 days before release day. To cancel, please submit an inquiry via our contact us page. A full refund will be processed to your payment method. Any cancellation attempts after this date will not be possible as your item will be on the way already from the supplier. You may however submit a refund request but our standard refund policies apply.

Am I guaranteed stock for my pre-order?
All pre-order items apart from our TCG items are guaranteed. For TCG pre-orders, allocations are made by the distributor closer to release day. Should the allocation be less than expected, some customers may miss out. Any updates regarding allocation or release day changes will be provided via email. 

Trade Ins and Custom Orders

What is a trade in and how does it work?
Ever wanted to trade in your game to go towards another purchase at a reasonable price? Well now you can at WP Games!

The trade in process is simple and can be fully done online:

1. Submit a trade in request here for a quote here.
2. If happy, we will provide the shipping details for you to send your trade in games to (please note postage coverage on your end is not covered by us).
3. Once your trade in has arrived we will issue a gift card for the agreed trade in value and also provide a unique free shipping code to cover your next purchase! 

We recommend sending games via a shipping method which contains tracking. Please also ensure that your item is packaged up securely and well protected, as we cannot be held responsible for items damaged during transit. Any damage incurred through insufficient packaging may result in a decreased trade in value.

Please note, at this stage we are accepting trade in items for the Nintendo Switch and PlayStation 5 platform only.

What is a custom order and how does it work?
At WP Games, we try and ensure that we stock all the latest gaming items! However given the range of items available to procure from our suppliers, it is not possible to always list every single item. If there is a particular item you are after and it not on our site(particularly a video game or accessory), get in touch by putting in a request here.

Once received, we will reply with a quote and ETA of product arrival as soon as we can. 

Returns, Refunds and Cancellations

I've changed my mind. Can I return my item?
If you have changed your mind about your purchase you can return your item within 14 days of delivery so long as it's unopened and in the same condition when originally sold. The shipping for the return will be at the cost of the buyer and there may be a restocking fee as described below depending on your choice of refund method. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, there are two options available:

• Cash Refund: A refund on the cost of the items less a 15% restocking fee will be made back to your method of payment.
• Gift Card Credit: You will receive a gift card for the full value of the returned product (no restocking fee apply) to purchase a replacement item. Gift cards for change of mind returns expire 24 months after the date of issue, so make sure you use this to purchase something as soon as possible!

Please note gift cards cannot be returned after purchase.

Pre-order cancellations within 14 days of release day will be deemed to be a change of mind return. No return shipping will be required however the above policy will apply. 

For more information about refunds please visit our policies page.

I was gifted an item which was purchased through WP Games but I no longer want it, what do I do?
Please be advised that due to privacy and security reasons, the purchaser of the item will need to arrange a change of mind return on your behalf, and the refund will go back to them. We are sadly unable to arrange gift exchanges.

Why was my order cancelled by WP Games?
At WP Games we endeavour to never cancel your order except when requested by you. However occasionally due to incorrect inventory levels we may have to cancel your order. In such a case a full refund will be processed and we apologise for any inconvenience this may cause. 

We may also cancel your order if there is a breach of our product limit. In such cases, cancellations processed will be refunded less any applicable processing or administrative fee per the product page.

Warranty

Do items sold at WP Games come with warranty?
Items sold at WP Games all come with warranty but the length may vary depending on the product:

• For new items - 12 months warranty for defective/faulty product (excluding wear and tear). 
• For pre-owned items - 2 months warranty for defective/faulty product (excluding wear and tear) 

Please note the provided warranty period is in addition to the rights that you are entitled to under the Consumer Guarantees Act 1993. 

To claim any issues under warranty please contact us and our team would be happy to help. The steps for warranty are generally as follows:

1. Contact us with the issue of your product, include any accompanying photos or descriptions of issue.
2. Send out your item to us for inspection, the shipping cost is borne by the sender (please keep your shipping cost receipt for potential reimbursement - refer step 3).
3. Once we receive your item, if after inspection it is found your item is covered under warranty, we will organise a repair or replacement and refund the cost of shipping provided a valid receipt is provided. 

For Nintendo Switch consoles, games and accessories we will provide separate instructions to submit a warranty repair directly with Nintendo Australia. 

Product FAQ

Your items are cheaper than many stores, are they legit?
All products sold at WP Games are 100% genuine products! We source our products from a range of international and domestic suppliers, and save costs through buying in bulk and operating lean, so we can pass the savings onto you! Games sold are the exact same as those you would find in physical brick and mortar stores and even come with warranty (either through us or the manufacturer)!

WP Games is an authorised retailer for popular brands including Nintendo, PlayStation, Pokemon and more - this means any purchase where warranties apply is eliglbe for direct repairs and warranty inquiries with the manufacturer. 

Are your games region-free?
All games for current generation consoles (Nintendo Switch, PlayStation 4/5 and XBOX Series X) are region-free. Any codes however that come with the game may be restricted to being redeemed with an account in the same region as the game. 

At WP Games, most games sold are all local stock (Australia/New Zealand) and you will face no issues with redemption. For the few games that are sourced from different regions and have any applicable redemption codes, this will be clearly indicated in both the product image and description. 

What are the difference between your normal items and those sold as pre-owned?
From time to time, WP Games may have some pre-owned games or consoles for sale. These are sourced predominantly from customer trade ins and may vary in quality. The quality of the item will be stated in the product page with accompanying photos attached when possible. Apart from these pre-owned items, all items sold at WP Games are brand new!

I purchased a brand new item, why is it not sealed?
Since the release of the Nintendo Switch, many newly released Switch titles for Australia and New Zealand do not come sealed in their initial print runs. Please be assured however that these games are brand new and are the exact same as you would find in brick and mortar stores. 

PlayStation and XBOX games generally come sealed if they are sold as brand new, except when the game is age restricted and the seal is broken by the distributor to place a rating sticker. Seals are never broken by WP Games.

All TCG items sold are sealed. 

If you want to confirm whether the item you are interested in comes sealed prior to purchase, get in touch and we'd be happy to help!