Shipping Policy

Last updated: June 2026

This Shipping Policy applies to orders placed through www.citygames.wien. It supplements our Terms and Conditions and our Return, Refund & Withdrawal Policy.

1. Processing time

We usually process orders within 5 business days and then hand them over to Austrian Post. Orders are not normally handed to the carrier on weekends or Austrian public holidays.

For pre-orders, announced new games or products that are not yet available, the shipping date stated on the product page applies.

2. Shipping methods, costs and estimated delivery times

 

The shipping costs shown at checkout apply to your order. If we change shipping costs or shipping methods, we will update this Shipping Policy and the webshop settings accordingly.

3. Tracking

For shipping methods with tracking, you will receive a tracking number or shipping information where available. For untracked shipping, continuous shipment tracking is not available.

If a shipment takes unusually long to arrive, please contact us at comeplay@citygames.wien. We will check the case and look for a fair solution.

4. Delivery address and undeliverable parcels

Please make sure that your delivery address, name, door number and postal code are correct. If a parcel cannot be delivered because of incorrect or incomplete information and is returned to us, we will contact you to arrange the next steps.

Additional shipping costs for re-shipping may apply if the failed delivery was caused by incorrect or incomplete address information.

5. Deliveries outside the EU

For deliveries outside the European Union, import VAT, customs duties and carrier handling fees may apply. These costs are not included in our product or shipping prices and must be borne by you.

This applies in particular to deliveries to the United Kingdom, where UK import VAT, customs duty and carrier handling fees may become payable.

6. Damaged, wrong or incomplete delivery

If your order arrives damaged, something is missing, or you received the wrong product, please contact us as soon as possible at comeplay@citygames.wien. If helpful, please include a photo of the packaging/product and your order number.

We are a small game studio and usually solve these problems directly and simply, for example by replacing the product, sending missing parts, exchanging it, or finding another fair solution. Your statutory rights remain unaffected.

7. Digital products and digital experiences

Purely digital products, digital story layers, WhatsApp experiences or app content do not incur shipping costs. Access is provided depending on the product by link, code, app, email or messaging service.

8. Shipping contact