CUSTOMER SUPPORT

 
 

CONTACT US

 

How do I contact Customer Support?

For any questions or problems related to orders, please submit a ticket to Customer Support at https://dovetailgames.freshdesk.com/support/home, and select Dovetail Store from the list of departments. If your query is related to an order, please always provide your Order Number which can be located under Your Account > Your Orders or in the Order Confirmation email. Someone will get back to you the same day or, if we receive your ticket on an evening or weekend (UK Timezone), the very next business day. For security reasons, if you are not the owner of the account, the help we can provide may be limited.

 

FREQUENTLY ASKED QUESTION (FAQ)

 

How does the digital delivery work?

The digital delivery is a delivery method that allows you to instantly get your product on your computer, avoiding the hassle of going physically to a store. Once your purchase is completed, you will receive instructions by email to easily download and install your product.

 

Do I get a CD or a DVD for my game?

No, there is no need for it. You will simply get an activation key to be used in the Steam™ application. By entering this key in the Steam™ application, the download, the installation, the update and the activation of your game will be done automatically.

 

Which payment methods are available?

You can make a purchase with a credit or debit card (including Visa, Mastercard, Discover, American Express and JCB), but also with Paypal and Sofort (in applicable countries)

 

Is the payment secure?

Yes, it is. All connections to the payment service providers are encrypted and protected with the latest SSL technology, the most widely used in the world. It is the guarantee that the transmission of your sensitive information is secure. Moreover, we do not store any card information on our servers. The statement which will appear on your bank account will be Scalefast.

 

What is a Steam™ activation key?

It is a unique number that gives you access to the download, the installation and the activation of your game from the Steam™ application.

 

What is Steam™ for?

Steam™ is a platform that gives you access to many PC, Mac and Linux games. Once the Steam™ application is installed on your computer, you can easily download, install and activate your games for which you have a Steam™ activation key.

 

I don't have a Steam™ account. What can I do?

Just go to the following address http://store.steampowered.com/ to install Steam™ on your computer and to create a free account.

 

I have an issue with Steam™ . What can I do?

Please contact the Steam™ support at the following address: https://support.steampowered.com/

 

How do I know if my computer can run the game?

Take a look at the system requirements of the game, which can be found in the product description page.

 

I did not receive my order confirmation email. What can I do?

First of all, please check that the email has not been directed into your Spam or Junk folder. If not, please contact us by submitting a ticket to Customer Support at https://dovetailgames.freshdesk.com/support/home, and select Dovetail Store from the list of departments. Provide us with the email address associated with your Dovetail Store account. Someone will get back to you the same day or, if we receive your ticket on an evening or weekend (UK Timezone), the very next business day. For security reasons, if you are not the owner of the account, the help we can provide may be limited.

 

How do I contact Customer Support?

For any questions or problems related to orders, please submit a ticket to Customer Support at https://dovetailgames.freshdesk.com/support/home, and select Dovetail Store from the list of departments. If your query is related to an order, please always provide your Order Number which can be located under Your Account > Your Orders or in the Order Confirmation email. Someone will get back to you the same day or, if we receive your ticket on an evening or weekend (UK Timezone), the very next business day. For security reasons, if you are not the owner of the account, the help we can provide may be limited.

 

How do I cancel my order and get a refund?

To cancel an order and receive a refund, please submit a ticket to Customer Support at https://dovetailgames.freshdesk.com/support/home, and select Dovetail Store from the list of departments. Please provide your Order Number which can be located under Your Account > Your Orders or in the Order Confirmation email. If you have already unlocked one or more activation keys in your order, we regret we will be unable to refund your order as per the Terms & Conditions of Sale that you confirmed acceptance of when you completed the transaction.

 

Scalefast appears on my account statement. Shouldn't it be Dovetail Games?

No. Scalefast is a trusted Dovetail Games' partner and the authorised merchant for the products available in this online store.

 

Where can I find my order ID?

Your order ID can be found in the order confirmation email we sent you from [email protected] after you completed your purchase.

 

Why was I charged for a failed purchase or charged twice for my purchase?

In both of these cases, when a purchase fails one of the banking fraud checks, your bank may place a hold on the funds for up to 5 business days. These funds will not be collected by Scalefast. Please contact your bank to see if they will release the held funds. If you still see a pending charge after 5 business days, please contact the customer support so that we can investigate and help resolve the issue with your bank.

 

The page keeps telling me my purchase is pending

Whilst usually immediate, your order can sometimes take up to 4 hours to process. If it still isn't working, try the purchase again. If using a payment method that directs you to an external website (such as PayPal or Sofort), you will be rerouted back to the store after filling in your billing details. This will confirm your purchase. This process can take up to 60 seconds. To avoid purchasing failures, please do not hit your back button or close the payment window before this process is complete.

 

I'm having trouble with my Paypal payment

We do not accept payments with unverified Paypal accounts or with eCheck. To make a payment with PayPal without having a credit card linked to your PayPal account, you must have the total amount of your purchase in your PayPal account balance.