Tracked Deliveries

Order Processing

Please allow 3 - 5 business days for your order to be processed and dispatched. You will receive an email each time your order status has updated.

Orders placed after 3pm Monday to Friday will be processed the next working day (excluding weekends and bank holidays).

*Please check spam/junk for emails from hello@gaminghound.co.uk and add to your safe sender list.

Delivery to Customer

Your order will be shipped using one of three delivery options, as chosen at checkout. We use Royal Mail Tracked and non-tracked services on all orders: 24h with signature/age verification, 24h/48h. On occasion your order may be dispatched using DPD, DHL, or EVRI tracked services, you will be emailed tracking details separately via the courier. You can also track your order via the Royal Mail App. You will also receive a text message and email from the Royal Mail to track and rearrange your delivery.

Royal Mail Tracked with Signature Delivery

The item is tracked to its delivery point and scanned on location via the USPS, including geolocation, with signature and/or photograph where required. All recipients are notified by Royal Mail via SMS and/or email, dependent on contact details given.

*Please note during Industrial strike action, expect delays, delivery times are not guaranteed.

Royal Mail Tracked 24 with Age Verification - Consoles and Computing Only

Consoles including PlayStation 4, PlayStation 5 (disc/digital), Xbox Series S, Xbox Series X, Nintendo Switch OLED, Nintendo Switch and Nintendo Switch Lite will be sent via a premium delivery service to ensure secure delivery of the item, this includes laptops and desktops. Royal Mail aim to deliver in 1-2 days after dispatch. This service provides full tracking, ID check, signature on delivery and photograph. 

*Please note during Industrial strike action, expect delays, delivery times are not guaranteed.

Royal Mail Tracked 24/Tracked 48

Please allow up to 1-2 working days from dispatch for Tracked 24.

Please allow up to 2-3 working days from dispatch for Tracked 48. 

*Please note during Industrial strike action, expect delays, delivery times are not guaranteed.

DPD/DHL/EVRI Alternative Delivery Service

On occasion your order may be dispatched using DPD,DHL, or EVRI tracked services, you will be emailed tracking details separately.

Please allow up to 1-3 working days from dispatch for delivery, dependent on delivery service chosen.

*Please note during Industrial strike action, expect delays, delivery times are not guaranteed.

I've changed my mind, can I cancel my order?

Sure! You have the right to cancel if you change your mind. Let us know asap via the contact us form, including your order number and delivery address. If your order has not been shipped we can certainly amend the order to remove the unwanted item, we will issue a full refund for the unwanted item.

If your order has been dispatched, you can return the item up to 14 days after the item has been shipped for a full refund, the cost of returning the item is to be covered by the customer.

*We do not accept returns on Video Games unless they are damaged or faulty.

*We do not refund digital download products, please follow download instructions.

My goods arrived damaged?

All parcels are well packed with sufficient protection to suit goods. If your goods arrive damaged, you will need to contact our Customer Services Team within 24 hours of receipt of the items. You have the right to refuse delivery in which case the item will be returned to Gaming Hound Ltd. Packaging and contents must be maintained and photographs of reported damaged will be required. Any reported damaged goods are to be returned to Gaming Hound Ltd. On receipt of returned goods and claim confirmed, a replacement or repair will be offered.

My order arrived incomplete?

If your order arrives and one or more items are missing, please contact our Customer Services Team within 24 hours of receiving the order. We can then investigate this issue with our warehouse and the delivery courier immediately for you. Some orders will be sent in part shipments, in this instance you will be notified via email.

Where's my order?

We are sorry to hear you haven't received your order. On the rare occasion your order is lost, we will do all we can to find a resolution. Investigations can only be opened 10 working days after the last expected delivery date, Royal Mail allow up to 30 days to deliver and can take up to 60 days to investigate missing parcels. A re-delivery, replacement, or credit note may be applied.

Royal Mail have up to 30 days to deliver the goods.

In the unlikely event that your parcel is lost in transit, we will do what we can to get a resolution. You will be required to fill out a Claims Dispute Form that will be used for the investigation. Once a claim has been approved by the delivery providers, a full refund will be issued, and you will be notified via email.

If a claim has been rejected by the delivery providers, or Items marked as 'delivered' but disputed, cannot be refunded and must be escalated via your local post office. If suspected theft you must report it to your Police Station and provide a crime reference number which we will use to escalate delivery disputes further. Gaming Hound Ltd reserve the right to investigate delivery disputes, with involvement of authorities where necessary. Investigations can take up to 60 days.

PayPal - Where's my item?

As part of your PayPal terms and conditions of purchase, you agree to allow the above timescales (i.e. 10 working days after dispatch date) to pass BEFORE you open a PayPal Dispute relating to the said purchase. This forms part of the purchase contract with Gaming Hound Ltd. Delivery delays are rare however they can occur so please allow the appropriate amount of time for your item to be delivered.

Refunds

Gaming Hound Ltd are not obligated to refund products that are no longer needed, a replacement or credit note will be offered. Refunds are at the discretion of Gaming Hound Ltd. Gaming Hound Ltd reserve the right to refuse refund if an item is not returned unopened or has been handled unnecessarily. The cost of damage may be deducted from the sale of goods. We will immediately notify you after inspecting the returned item of the outcome. Refunds are granted only on faulty goods. If your return is approved for refund, we will initiate it to your original method of payment. You will receive the credit within a certain amount of days, depending on your payment issuer's policies. Typically, this can take up to 10 working days, excluding weekends and bank holidays.

*We do not accept returns on Video Games unless they are damaged or faulty.

*We do not refund digital download products, please follow download instructions.