FAQ

ORDERS

Where can I see my orders?

To see your current and past orders, login to your account using the icon of a person in the top right of the menu bar. You will be asked for your email address, and a login code will be sent to that address. Logging in takes you to Shopify’s account and order page.

For pre-orders made with Purple Dot, you can view and manage your orders by logging in here.

When will CRG ship my order?

We generally dispatch in-stock orders within 2 days and UK orders every Thursday. Pre-order items are shipped once they arrive at our warehouse. Once your order is shipped, you'll receive an email confirmation with a tracking number. Clear River Games uses DHL as the shipping carrier.

Can I cancel my order?

You can cancel a pre-order anytime using the Purple Dot self-service portal (link). We can also cancel an in-stock order if we receive your notification before the order is fulfilled. To cancel your order, email us at shop@clearrivergames.comwith your name and order number. Please note that if your order has already been shipped, we cannot cancel it.

Can I change my shipping address?

Yes! To update your shipping details, log in to Manage Pre-orders/your account/PD portal (link). You will then receive an updated pre-order confirmation email.

I received the wrong items. What should I do?

If you receive the wrong items, please email us at help@clearrivergames.com with your order number, details of what you received, and photos of the packaging and contents. We will arrange to send you the correct items and provide instructions for returning the incorrect ones.

My order status shows delivered, but I didn't receive it:

If the tracking information indicates your order has been delivered, but you haven't received it, please contact DHL in your country as well as Clear River Games.

I made a mistake when I placed my order. Can you change it and refund me if necessary?

You can cancel and request a refund for a pre-order. Please go to “Manage my order” (Purple Dot) (link). If your cancellation concerns an in-stock item that hasn’t been processed, please email us at shop@clearrivergames.com.com as soon as possible to ensure we can assist you. 

Why was my order cancelled? 

If you believe your order was cancelled by mistake, don't hesitate to get in touch with us at shop@clearrivergames.com

DELIVERIES

Does Clear River Games ship internationally?

Currently, we ship within Europe, and further regions will be added soon. If your country is missing, please contact us at shop@clearrivergames.com.

How much does shipping cost?

Shipping costs are determined by the product's weight (in kilograms), the number of items in your order, and your location. Your shipping cost is automatically calculated at checkout based on these factors. You can save on shipping by ordering multiple products.

Examples:

DHL Parcel Connect EU: Starts from 3 kilograms and up.
DHL Parcel Connect UK: Starts from 1 kilogram and up.

DHL Express within the EU: Starts from 1 kilogram and up.
DHL Express North America: Starts from 500 grams (0.5 kilograms) and up.

My game was damaged during shipping. What should I do?

Please email shop@clearrivergames.com with images of the damage and your order number. We’re happy to help you resolve the issue, whether that’s a replacement or a refund. Each case is reviewed individually. 

My order was lost in transit. What can I do?

Clear River Games uses DHL Parcel Connect for EU shipment (average transit time 5-10 days) and outside Europe, with DHL Express service (average transit time 2-5 days). Deviations may occur. If the racking for your order has not been updated after that time, contact us at shop@clearrivergames.com

PURPLE DOT

What is Purple Dot?

Purple Dot streamlines pre-order experiences, ensuring you stay updated about your pre-order. It offers a self-service portal for tasks like changing your shipping address or amending your pre-order. Purple Dot guarantees your pre-order will ship or your money back, providing extra assurance that your money is safe until your order is ready.

Additionally, they offer flexible shipping options, allowing you to ship individual pre-order items as they arrive at our warehouse or in-stock orders, whichever is convenient for you as a customer. 

What do I need to provide when I make a pre-order?

You must provide your email, shipping address, phone number and card details. Your email will receive all communications, including your unique order reference number, shipping date updates, and access details for Manage Pre-orders/your account (link). 

What are my payment options with pre-orders via Purple Dot?

Purple Dot accepts major credit card networks such as Visa, MasterCard, American Express and Paypal.

What happens to my money while I wait for my pre-order?

Purple Dot keeps your money safe and available for a full refund anytime before your pre-order ships. This guarantees that your pre-order will ship or your money back, giving you complete control if you change your mind.

Will the shipping date change for my pre-order? If so, will I be notified?

Yes! Purple Dot will automatically email you if the shipping date changes. You can also check the estimated shipping date via Manage Pre-orders anytime.

Can I change my shipping address on Purple Dot Pre-orders?

Yes! Log in to Manage Pre-orders to update your shipping details. You will then receive an updated pre-order confirmation email.

When will PayPal be supported through Purple Dot?

PayPal isn't supported in all territories yet, but it is being investigated and Purpurle Dot is aiming to support it in a near future. You can still use PayPal to pay for in-stock items on our website.

What happens if I cancel my pre-order?

You can cancel anytime before your pre-order ships via Manage Pre-orders. You will receive an email confirming the refund, and depending on your bank, the money will be back in your account within 3-5 business days.

Is my payment information safe?

Stripe securely processes payment information. No card details are transferred to or held by Clear River Games or Purple Dot. All transactions occur via connections secured with the latest industry-standard security protocols.

I have asked for a refund. How will I be refunded?

Refunds are issued to the debit or credit card used at checkout and, depending on your bank, will be processed within 3-5 business days.

What is your Returns Policy?

We accept returns if you contact us within 14 days of receiving your order, provided the items are unopened and unused and the seal on the wrapping is intact. Please email us at shop@clearrivergames.com to notify us of your intention to return the order. You then have 14 days to return the game to us. The cost of returning the order is your responsibility.

Once we receive and verify that the game is resellable, we will issue a full refund for the item, excluding the original shipping costs.

My order was returned to sender. What should I do?

If an order is returned to us for any reason, such as an incorrect shipping address or failed collection, we will contact you and offer to resend the order, but a re-shipping fee will apply. We will hold returned orders for up to 1 month. If we do not receive a response from you within that time, we will refund the order, excluding shipping costs."

How do I stay updated with your releases and news?

There are several ways to stay informed:

Subscribe to our newsletter using the text field at the bottom of our website or when placing an order. You'll receive email notifications about all our new releases.

Follow us on social media:

Do you have further questions that you cannot find answers to above? Do not hesitate to contact us at shop@clearrivergames.com