Support

All orders are shipped from our warehouse and fulfilment partner in China. Tracking details are typically sent directly by our fulfilment partner after your order has been processed and dispatched.

Before contacting support, please check your spam/junk folder for your tracking email. If you have a Firetap Games Store account and your package has already been shipped, the tracking link can also be found by going to Account > Orders and clicking on your specific order.

If you have not received tracking information within approximately 5 business days of placing your order, or your estimated delivery window has passed, please contact us using the support form and include your order number where possible.

Please ensure your shipping details are correct at checkout.

Orders are forwarded to our fulfilment partner shortly after being placed. Once this has occurred, it is no longer possible for us to modify the shipping information directly.

If you need to change your address, please contact us as soon as possible. We will attempt to contact our fulfilment partner to determine whether any changes can still be made, but we cannot guarantee this.

Depending on the stage of fulfilment and the shipping providers involved, address changes may be unavailable, may require customer action directly with the carrier, or may result in additional shipping or handling charges.

Tracking information is typically available the day after your order has been shipped. If you have a Firetap Games Store account, you’ll find it by going to Account > Orders and clicking on your specific order. If you checked out as a guest, tracking information will be sent to you directly by our fulfilment partner.

If your tracking link isn’t returning any results, this is occasionally caused by temporary issues on the tracking site itself. Trying again a few hours later usually resolves it — at worst, try again the following day.

If tracking still isn’t showing results after 48 hours, please contact us using the support form and include your order number.

Yes. A copy of your invoice is attached to your order confirmation email. Invoices can also be downloaded from your account by going to Account > Orders and clicking on your specific order.

Yes. We currently ship to a wide range of international destinations using regional fulfilment partners and customs-friendly shipping routes where available.

Shipping availability and pricing are calculated during checkout based on your location.

Please note that we don’t currently offer expedited shipping and cannot ship to PO Boxes.

Delivery times vary significantly depending on your destination country.

To keep international shipping costs as low as possible, some regions — including the US, Canada, and Australia — are shipped via consolidated sea freight, which results in longer delivery windows.

All orders are shipped using tracked international shipping methods, so once your order has been dispatched you’ll receive tracking information from our fulfilment partner and can monitor your shipment throughout.

Estimated delivery times for your region are shown at checkout before payment is completed.

Unfortunately, some destinations may not currently be serviceable through our fulfilment partners.

If your region is unavailable, checkout will display a message informing you that shipping is not currently available for your location.

No. The price you see is the price you pay, plus the shipping cost calculated for your location. We don’t add any additional fees, taxes, or surcharges at checkout.

For customers in regions where VAT and customs charges apply — including the United States, United Kingdom, Canada, Australia, New Zealand, and most European destinations — these are prepaid within the shipping cost, so there are no additional costs on delivery either.

If your country uses a DDU shipping route where additional fees and/or duties are likely, this will be shown during checkout before payment is completed.

For most supported regions — including the United States, United Kingdom, Canada, Australia, New Zealand, and most European destinations — VAT and customs charges are prepaid within the shipping cost, so nothing additional will be due on delivery.

For other destinations, orders may be shipped DDU (Delivered Duty Unpaid), meaning import fees, VAT, or customs charges may apply depending on your local regulations and authorities.

Please be sure to read the shipping information that appears for your region during checkout.

Shipping rates are based on regularly updated international fulfilment pricing and may occasionally fluctuate depending on carrier costs, destination region, or package weight.

Final shipping costs are always shown during checkout before payment is completed.

Please inspect your order promptly after delivery.

If your order arrives damaged, incomplete, incorrect, or missing components, please contact us within 14 days of delivery using the support form on this page.

To help us investigate the issue quickly, please include:

• your order number
• a description of the issue
• photographs of the item and outer packaging

Where applicable, we may provide replacement parts or replacement products rather than requiring a full return.

We offer a 30-day return window beginning from the date your order is marked as delivered.

To qualify for a return, products must remain unopened, unused, and in original packaging suitable for resale.

Customers must first contact Firetap Games and receive return approval before sending any return.

Unauthorised returns may be refused and may become unrecoverable within third-party fulfilment and carrier return systems.

Please note that approved returns are handled through our UK return address. Return shipping costs are the customer’s responsibility and will vary depending on your location.

We recommend using a tracked and insured delivery service as refunds cannot be issued for returns that fail to arrive. Full return address details will be provided upon approval.

For full details, please see our Refund & Returns Policy.