Products
What makes an edition "limited"? Limited editions are produced in a fixed quantity or only during a specific pre-order window. Once that window closes or stock sells out, the item typically won't be restocked.
Will you restock a sold-out item? Limited items are generally not restocked once sold out, though we occasionally reprint especially popular titles. Follow our socials for restock announcements.
Are your games region-locked? This varies by platform and title — check the individual product page for region and platform compatibility before ordering.
Orders & Pre-Orders
Do you ship worldwide? Yes, we ship to most countries. A number of destinations may be restricted due to shipping carrier limitations or trade sanctions — if your country isn't available at checkout, that's why.
How much does shipping cost? Shipping is calculated automatically at checkout based on your location, order weight, and the number of items in your cart.
Are customs fees and import duties included in my total? No. We ship DAP (Delivered at Place), which means customs fees, import duties, and taxes are not included in your order total or shipping cost. Any such charges applied by your country are the buyer's responsibility and may be collected by the carrier or customs authority upon delivery. These charges are outside of our control, so we recommend checking your local customs regulations before ordering.
How long does a pre-order take to ship? Limited edition and collector's edition items are manufactured to order. Depending on the complexity of the product, this can take anywhere from a couple months up to 6+ months. Estimated ship windows are listed on each product page and in your order confirmation.
What if my pre-order is delayed past the estimated ship window? Estimated ship windows are our best projection at the time of listing, but manufacturing timelines can shift, especially for complex or highly detailed items. If a delay affects your order, we'll post updates via email and our socials. You don't need to reach out unless it's been a significant amount of time past the estimated window — but our support team is always happy to check on your order's status.
Can I cancel or change my pre-order? You can usually cancel or edit a pre-order any time before the pre-order window closes. Once a pre-order window closes or any digital content has been issued, it may be difficult to change or cancel.
Can I add items to an existing order, or combine two orders? Unfortunately no — orders can't be merged and items can't be added once an order is placed. You're welcome to place a separate order for additional items, or cancel and reorder with all the items you would like to purchase.
If my order has multiple items, will they ship together? Yes. Items ship together once the latest item becomes available. This means an order with a pre-order item and an in-stock item, for example, will arrive as one delivery when the pre-order item is ready. If you'd like your in-stock items sooner, we recommend placing them in a separate order.
How do I change my shipping address? If your order hasn't shipped yet, please send your updated address and order details to h2edition@h2int.com. If it has already shipped, we will not be able to change the shipping address for that shipment.
I didn't receive my order confirmation email. Confirmation emails are sent to the address you entered at checkout shortly after your order is placed. If you can't find it, check your spam or junk folder and make sure the email address was entered correctly. If it still hasn't turned up, contact us at h2edition@h2int.com with your order details.
Payment
What payment methods do you accept? We generally accept all major credit and debit cards. Availability of other methods (PayPal, etc.) may vary by region.
Is my payment information safe? Yes. Payments are processed by a secure third-party payment processor — we don't store your full card details on our servers.
When am I charged for a pre-order? Unless stated otherwise, all items will be charged at checkout.
How do refunds work? Refunds are issued to your original payment method and typically appear within 3–5 business days, though this can vary by bank and payment processor.
Shipping & Delivery
What shipping options do you provide? We use FedEx and Korea Post EMS for international shipments, whilst domestic shipments in Korea will be handled by a local delivery carrier.
My order shows as delivered but I never received it. First, check with neighbors and your local delivery office, as carriers sometimes mark packages delivered slightly early. If it still hasn't turned up, contact support with your order number and we'll help investigate.
My item arrived damaged. Please contact support with photos of the damage and your order number. We'll review it case by case.
My tracking hasn't updated in a while — is my order lost? Tracking can occasionally lag, especially for international shipments. If there's been no movement for an extended period (generally 2–3 days), reach out to support and we'll look into it.
Do you offer local pickup? At this time we don't offer local pickup — all orders ship via the carriers listed above.
Returns & Exchanges
What's your return policy? We accept unopened returns and exchanges within 14 days of delivery. Items are reviewed on a case-by-case basis.
Can I return a digital code or key? No — once a digital code has been issued or revealed, it can't be returned or refunded. This doesn't apply to physical copies that happen to include a sealed in-box code.
Account
Do I need an account to order? You can typically check out as a guest, but we recommend creating an account, as it lets you track orders, manage pre-orders, and see your order history in one place.
Contact & Support
I have a question that isn't answered here. Reach out to our support team at h2edition@h2int.com with your order number (if applicable) and as much detail as possible — we're happy to help.