- DELIVERY TIMES FOR DIGITAL PURCHASES
Once you have completed a transaction with us for your item, we have to authenticate the sale before we can send you your product key or code. For around 95% of customers, this process is automatic, fast and requires no further input or information from the customer.
There are occassions where our security checks will highlight a need to confirm the identity of the customer or clarify the transaction. This can cause a delay in your order.
To help process transactions fast, please ensure the following:
a) The invoice/payment address you provide is the same as where your debit or credit card is registered to. If you are at university and your card is still registered at your home address, please use your home address.
b) Most banks offered 3D secure authentication for online transactions - Please make sure you do not bypass this step.
c) Do not use a VPN or Proxy to access our site. We know when you do and we won't send anything out to a proxy or VPN.
d) Please ensure that your email is correct and valid.
We are a UK based company and we try to be open for as many hours per day as possible. Generally, we are open 7 days a week and focus more on being available in the evening as this is when a majority of gamers buy there games.
If our operators are online and our office is open, then you'll probably receive your product key within about 5 minutes of the transaction being cleared. At other times, there maybe a slight delay but we usually get all orders sent out within an hour - unless something specific is restricting us.
We will attempt to forfil digital orders placed after 12am GMT. However, if our office is closed and additional security checks are required, then the order may be delayed to the following day.
If your order is refered back to our merchant bank (Worldpay) for additional security checks at the weekend, then your order may be delayed until Monday morning.
- PRE-ORDERING GAMES
Any games that are pre-ordered will be dispatched as soon as we have stock from our distributors.
Due to street-date agreements, this can sometimes be 1 or 2 days before the launch of the product.
- DELIVERY OF BOXED ITEMS & PRODUCTS
Delivery for UK Customers
For boxed video games, we offer Free Royal Mail 2nd Class Delivery. You can upgrade this to 1st Class Delivery for a small additional charge. You can upgrade your delivery to Royal Mail Signed For at an additional cost too so that your item is trackable through the postal system.
For certain items, we may upgrade your postage to Signed For at no extra charge.
Video games purchased before 3PM on a working day will attempted to be dispatched on the same day. Estimated delivery time on Royal Mail 2nd Class is between 1-5 working days.
For other items, we may use a courier instead of Royal Mail depending on the box size and weight of the product. Courier deliveries are provided free of charge, however, orders placed after mid-day will not be dispatched until the following day.
Estimated delivery time on courier deliveries is between 1-5 working days.
Delivery for European Customers
We use Royal Mail's Airmail (Airsure) service for delivering products to customers outside of the UK, but still within the European Union. Prices will update once you have registered on the site with your geographical location and accessed the checkout for the products you intend to purchase.
All items sent outside the UK at dispatched by Airsure so that they are Trackable & have increased compensation.
Delivery Costs to EU
Postage costs for EU customers are shown once you register on the ZiiP website and enter your geographical location. On average, a game to the EU from the UK will probably cost around £8 for delivery.
We use industry leading packaging to ensure that your purchases get to you in good order, whilst attempting to keep our costs and the overall purchase price down to minimum.
In 2012, we have started to utilise the Lil' Envelopes range, produced by Mainline Flatpacks - These are both an economical and environmentally friendly solution to our packaging needs.
- MY ITEM HAS NOT BEEN DELIVERED! WHAT DO I DO?
Occassional, there are times where items get lost on route to customers. Such instances are very rare but we do have to accomodate them. Sometimes, items are not lost, but just delayed in the postal network.
Therefore, If you are in the UK, please wait 15 working days before contacting us in regard to a missing item. If you are in Europe and your item has not arrived, please wait 28 working days before contacting us. For the rest of the world, please wait 48 working days.
To claim against a lost item, we have a specific claim form that you will need to sign and send back to us. Then we can proceed to getting you a new game shipped out to you. Please contact our customer service team - firstname.lastname@example.org so you can provide information about the missing item.
- DELIVERY ADDRESS
Your shipping address must match your billing address for the initial 2 purchases you make with us. After that, a different delivery address can be specified from the billing address.
If you specify a different delivery address before 2 intital purchases, we will attempt to contact you and inform you. However, should we recieve no reply, we will ship to the invoice address as default.