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FAQ

Account Questions

Where can I create a Maximum Games account?

You can create a Maximum Games account right from the store page: https://store.maximumgames.com/account/register

I am having a problem signing up, what can I do?

If you are experiencing trouble signing up, please refresh your page and try again, or try again at a later time. You may also switch to another Internet browser and verify there is no specific software on your computer preventing our website to run properly. If your problems signing in persist, please contact our customer support at [email protected].

I can't log in. What should I do?

  1. Click "Forgot your password?" below the email box.
  2. Enter the email associated with your account and click submit.
  3. Follow the instructions in the email that was sent to you.

How do I unsubscribe from newsletters?

Click the Unsubscribe button at the bottom of the newsletter email or contact our customer support at [email protected].

How can I change my address?

  1. Log in to the Maximum Games store.
  2. Click "My Account" in the top right corner.
  3. Click "View Addresses" on the left side.
  4. From here you may Add, Edit, or Delete addresses.

Do I need to provide personal information to sign up?

In order to sign up you need to provide your name and email. You will not be required to provide further information such as an address or payment details, however, this will be required at checkout. We invite you to read our privacy policy for further information regarding the handling of your personal information:
https://store.maximumgames.com/pages/privacy-policy




Orders

Where can I have products delivered?

We ship products to residents in North America, Central America and South America. Some exceptions apply:

  • certain products are only available to US residents
  • we do not ship to Bolivia, Brazil, Paraguay, or Venezuela because those shipments cannot be insured

Please note that international shipments may be subject to additional shipping costs including customs duties and taxes, insurance, and handling fees which vary depending on the country of destination. We are not responsible for any such Custom Declaration fees, duties, or taxes. We also cannot guarantee shipping timelines – delays are out of our hands, especially on international orders.

My transaction is labelled "OneLive" on my bank statement. Shouldn't it be Maximum Games?

OneLive is a Maximum Games trusted partner and the authorized vendor of the products on the official Maximum Games Store website. By purchasing products from this website, you enter into an agreement with OneLive. Therefore, on your bank statement, your transaction may not be labelled Maximum Games, but OneLive.

My order hasn't arrived yet. What should I do?

  1. Check Status of your order. You can do this by logging in and viewing your Order History.
  2. Once your order has shipped you will automatically receive a tracking number.
  3. If your order has shipped and you didn't receive a tracking number, feel free to contact us.
  4. If your order has shipped and you can't see movement, please wait a few days and check again.
  • If you have waited and there are still no updates, either contact the courier and request an update or contact our customer support and we will do our best to investigate or provide you with instructions on what to do next.

Why was my order cancelled?

Canceling an order is one of the last things we want to do, but some situations come up where cancellation is the best option to save you time and money.

The most common reasons an order might be canceled are:

  • Limits on available quantities
  • The item is out of stock
  • Price or other listing errors
  • Additional information is needed by our Credit and Fraud Avoidance department
  • Unavailable carrier or shipping method

You will receive an email if any part of your order is canceled or if we need additional information to process your order.

What happens if I can't be at the address I provided at the time of the delivery?

If you are not present at the time of delivery, please contact your local post office to retrieve the package.

Why didn't I receive a confirmation email?

If you are having any issues receiving your confirmation email, please make sure you have added our address into your "Address Book" to make sure our emails are not blocked or sent to the Junk or Spam folder.

This is the most likely reason you are having difficulties receiving our emails. Please keep in mind that your Maximum Games (or chosen SSO) login may be using old emails that are the ones used for all communications with us.

What if there is a problem with my order?

Though issues with orders are not common, they do happen. We're here to help when things don't quite go as planned. If any of the following apply to you then please contact our customer support at [email protected]:

  • If your order is missing an item
  • If you were sent the wrong item
  • If your item arrived damaged or defective
  • If your tracking information shows delivery confirmation but you're unable to find your package

How do I return a digital product?

Products delivered digitally are not eligible for returns.

How do I return a physical product?

You have fourteen (14) calendar days, from the date of receipt of the product, to return the product with no obligation, justification, or payment of penalties. You are only required to pay the return postage cost for the package. The original invoice of the purchase of product must be included with the returned product. Only unopened product(s) in new condition will be accepted.

You must first notify the customer service team that you will be returning the product by sending an email to [email protected] specifying "RETURN REQUEST" as the reason. You must follow the returns procedure provided by the customer service team. If the Product is returned after the return period or if the return procedure is not followed, your return package may be refused and returned to you. When you return a product, you may only be reimbursed for the amount that you paid for the product.

When will my preorder ship?

Our intention is to always ship all pre-orders out before the actual release date in order to arrive on time. You will receive a tracking number as soon as it leaves the warehouse.

I no longer wish to keep my preorder.

If you wish to cancel your pre-order, please email Customer Support at [email protected] and include your order details.




Codes

How do I redeem a code on Switch?

In Your Web Browser

  1. Using a browser, visit this link.
  2. Select Sign in and enter your Nintendo Account e-mail address and password, and then select Sign in
    1. If you are already signed in, review the user name in the top-right corner to confirm you are signed in with the correct Nintendo Account you wish to redeem your code on.
  3. Enter your 16-digit download code and then select Next
  4. Re-enter your Nintendo account password when prompted, then select Redeemto complete the process.
    1. A confirmation e-mail will also be sent to the e-mail address registered to your Nintendo Account once this process is completed.

 

On Your Nintendo Switch Console

  1. Select Nintendo eShop on the HOME Menu to launch the Nintendo eShop.
  2. Select the account you want to use.
  3. Select Enter Code on the left side of the screen.
  1. Enter the 16-character download code.
    1. Some retailer cards for the Nintendo Switch software will include both a Control Number and a Download Code. Make sure that you are entering the Download Code(usually begins with a B, no hyphens in the number) and not the Control Number (usually begins with an S, has hyphens).
    2. Any letters and symbols not used with prepaid codes (i.e. O, I, Z, commas, hyphens, etc.) will be disabled from the on-screen keyboard.
  2. Select OKto confirm. The game will begin downloading once the code is confirmed.

 

  1. The game icon will appear on the HOME menu, with a download status bar. The status bar will disappear once the game download is complete.

How do I redeem a code on Xbox?

In Your Web Browser

  1. Navigate to redeem.microsoft.com.
  2. Sign in to the Microsoft account that you wish to redeem your code with.
  3. Enter the 25-character code and continue following the prompts. (You don't have to worry about entering the hyphens.)
  4. Once complete, the credit or content will be applied to your account.

On Your Xbox Series X|S and Xbox One

  1. Sign in to your Xbox Console. (Make sure you're signed in with the Microsoft account you want to redeem the code with).
  2. From the Home screen, select and open the Store app. (If the Store app is not displayed, go to My games & apps, select Apps, and select the Store app from there.)
  3. In the Store app, move the cursor left or press the View button on the controller to open the side menu.
  4. From that menu, select Redeem.
  5. Enter the 25-character code, and then follow the prompts. (You don't have to worry about entering the hyphens.)
  6. Once complete, the credit or content will be applied to your account.

How do I redeem a Playstation code?

In Your Web Browser

  1. Go to PlayStation Store and click Sign In at the top right hand corner of the webpage.
  2. Sign in to your PlayStation Network account. Make sure this is the correct account you wish to redeem your code with.
  3. Once you've signed in, click on your avatar at the top right hand corner of the webpage.
  4. Select Redeem Codes from the drop-down menu.
  5. Enter the twelve digit code and select Redeem.
  6. The credit or content is now applied to your account.

On Your PlayStation 4

  1. Go to the PlayStation Store app.
  2. Scroll to the bottom of the sidebar and select Redeem Codes.
  3. Enter the twelve digit code and select Redeem.
  4. The credit or content is now applied to your account.

On Your PlayStation 5

  1. Go to Settings > Users and Accounts
  2. Select Account > Payment and Subscriptions > Redeem Codes
  3. Enter the twelve digit code and select Redeem.
  4. The credit or content is now applied to your account.

When redeeming a code, make sure that you are signed in to the correct account that you wish to redeem that content on.

How do I redeem a Steam code?

Redeeming a code on Steam is only done through the Steam Client

  1. Open the Steam application.
  2. Go to the bottom left of the Steam window and click Add a Game
  3. Click Activate a Product on Steam
  4. Click Next then I agree
  5. Input the code in the Product Code Field and click next.

Once redeemed, the game can be found in your Steam Library.