Frequently Asked Questions


  • Login to your account if you are a website subscriber by clicking on "Sign In," located at the top right of the page.
  • To add items to your cart, click on "Add to Cart" for the item you wish to purchase.
  • To change the quantity of the item, change the number in the box under the "Qty" column.
  • To review the items in your cart, click on the "Cart" link, located at the top right of the page.
  • When you are ready to checkout,
  • If you have an applicable "Promo Code," enter it on the check-out page in the "Apply Discount Code" section and click on "Apply." The total price will be updated with the discount.
  • Once you are ready to place the order, click on "Secure Checkout," and your order summary will appear for your review.
  • Remember to fill in all necessary details, and once you have reviewed your order, click on "Proceed to Purchase" and enter your preferred payment method.

We currently accept MasterCard, American Express, and Visa. We make use of PayGate to process all credit card payments. We also accept MobiCred payments.

Yes. If your order has not been dispatched, you can email the orders department (, but this might impact the shipping cost of your order.

Regrettably, we do not accept lay buys.

If your order has not yet been dispatched, you can change it to be collected at your local BT Games Store. You can email the orders department ( to change your order.

If you did not receive your order confirmation, your order may not have gone through. Please check your spam or junk mail folders, as first-time order confirmations can be directed there. You can also email the orders department (

Yes, your order will be dealt with according to our refund policy. Simply email the orders department (, to arrange for your order to be refunded before dispatch.

Yes, this may occur due to import currency fluctuations in regards to replenishment stock; prices are therefore subject to change without prior notice.

No. You have to wait for an order confirmation from us that will be emailed to you before you can collect your order.

We do not sell in bulk, unfortunately, but you can email the orders department ( for special arrangements that require approval by Head Office.


Yes, you can. Please note that full payment will be required at checkout to secure your pre-order.

We try to ensure that all pre-order stock gets delivered to our stores in time for the release date and that online orders get shipped out to be delivered on release day.

We do everything within our control to get stock to all our stores in time for the release day and for our online orders to be delivered on the release day, but stock can be delayed due to problems outside of our control. We will communicate any delays to customers who pre-ordered.

You can only order limited editions on our website. When we reach our pre-order limit for an edition, we remove it from our website for pre-order. You can email the orders department (, and they will add you to a reservation list and inform you if there are any cancellations for the edition you are looking for, but please note that this is not a guarantee that you will be able to get the limited edition.

If you collected your pre-order at your local BT Games store, your code will be texted to you between 15:00 and 16:00 Monday through Friday. If your order was delivered, your DLC code will be texted to you on the day of the game's release or the day your order was dispatched.

Please contact the store you collected your order from or email the pre-orders department (

Your pre-order is valid for 7 days from the day of release.

Digital Codes:

The digital codes are for the following regions:

  • PSN: South Africa
  • Xbox Live: South Africa
  • Nintendo: North America
  • Steam: South Africa
  • Google: South Africa
  • Free Fire: Global
  • Minecraft: South Africa
  • Netflix: South Africa
  • Planet Games: South Africa
  • PUBG: Global
  • Razer Gold: Global
  • Roblox: Global
  • Showmax: South Africa
  • Spotify: South Africa
  • Huawei: South Africa.

When digital codes get emailed to you, it can happen that the email lands in your spam or junk folder. If your email is not there, you can email the orders department ( and they will assist you.

Digital codes are non-refundable.

There can be multiple reasons for this; please ensure that: You entered the code correctly; please pay attention to 0/O and I/L. Please make sure that your account is in the correct region to redeem the code. The code is not yet activated; please give it a few hours and try again.   If the problem still persists, please contact the store you purchased the code from or email the orders department (


Please be in contact with the orders department ( and they will assist you.

Yes, you can. Please take the invoice that is included with your order to your local BT Games store, and they will be able to assist you.

As per our return policy, you have 10 days from the date of purchase, on the condition that the original proof of purchase is presented and the item is returned unused, in its original sealed packaging (where applicable), subject to the terms and conditions that can be read here.

Refunds can take up to 3–5 working days to process once we receive the returned package.

If your item was damaged during shipping, please take photos of the package before opening for proof of damage and email the orders department (


You can select to have your online order delivered by our courier, JKJ Couriers, click and collect with PARGO, or collect at one of our physical BT Games stores.

Our delivery charges vary depending on the order amount and shipping location. View our shipping policy here.

If you haven't received your package, please refer to the tracking email for more information on the package locations. If the courier mentions your package has been delivered and you haven't received it, please contact the orders department at

No. We can only deliver goods within the borders of the Republic of South Africa.


You can take the items to your local BT Games store along with the original invoice and the original packaging, and they will assist you according to our returns policy, or you can email the orders department ( and they will assist you.

No, we only list items on our website that we have in stock to ship for online orders. It is possible that your local store does not have stock of all the items listed on our website.

We upload images to our product pages as we receive them from our suppliers, and we try our best to ensure that the product image is a clear indication of the original product.


You need to create an account on our website to place online orders. Your account will save your details, making the checkout process easier for you on your next purchase.

No. We fully comply with the POPI Act, and we do not disclose your information to third parties at all.

Once you have logged in to your account, you will be able to update your details under the Account section located at the top right of the page.

You need to select the "Forgotten Password" link when logging into your profile and type in your registered email address. We will email a link to the registered email address that will allow you to update your password.

For any payment or bank-related queries, or should you suspect fraudulent transactions on your credit card, please email the orders department ( or call 011 462 7441 during business hours.

Yes. BT Games reserves the right to refuse service, cancel orders, and terminate accounts at the company's discretion.


Yes. Virtual Card Services processes all credit card transactions. All credit card transactions are 128-bit Secure Socket Layers (SSL) encrypted. The company registration documents and the site's registered domain name are checked and verified by Thawte, ensuring the cardholders and merchant that nobody can impersonate VCS to obtain confidential information. Virtual Card Services is committed to providing secure online services. All encryption complies with international standards. Encryption is used to protect the transmission of personal information when completing online transactions. Virtual Card Services Internet servers are protected by firewalls and intrusion detection systems. The merchant does not have access to credit details. Virtual Card Services continually reviews and enhances its security in line with technological changes.