4.1 Electronic Delivery Policy
Products identified as digital are not transported by post or courier.
For these products, “shipping” means the electronic processing and delivery of a digital entitlement, including a code, voucher, top-up, digital currency, membership, or downloadable product.
No physical delivery charge should be expected unless a product page expressly identifies a physical item.
4.2 When Processing Begins
Processing normally begins after:
- Payment authorization;
- Completion of required security checks;
- Confirmation of product availability;
- Receipt of required player information; and
- Completion of any requested verification.
The fulfillment estimate shown on the product page or during checkout applies to the order.
4.3 Automated and Reviewed Orders
Some products may be issued automatically after payment.
Other orders may require manual processing because of:
- Transaction review;
- Inventory confirmation;
- Supplier processing;
- Top-up verification;
- Publisher maintenance;
- Unusual order value;
- Regional restrictions;
- Incomplete customer information; or
- Technical interruption.
An order under review is not considered lost or undelivered while it remains within the applicable processing estimate.
4.4 Available Delivery Channels
A product may be delivered by:
- Email;
- Customer account;
- Secure order page;
- Digital code display;
- Download link;
- Player ID top-up;
- UID-based delivery;
- Direct account credit;
- Third-party fulfillment portal; or
- Another electronic channel stated on the product page.
Customers should review the order page and their email inbox, including spam and promotional folders.
4.5 Code-Based Orders
A code-based order is considered electronically delivered when the code or secure method of accessing the code has been:
- Sent to the customer’s email;
- Displayed in the customer account;
- Displayed on an order page; or
- Made available through the disclosed fulfillment method.
The customer must keep the code confidential after delivery.
4.6 Top-Up Orders
A direct top-up is considered complete when reliable technical or supplier records indicate that the purchased amount was applied to the player account specified in the order.
Customers may need to:
- Restart the game;
- Sign out and sign back in;
- Refresh the wallet;
- Check in-game mail;
- Wait for the Publisher Platform to update; or
- Confirm the balance in the relevant game section.
4.7 Customer Information Requirements
The customer must provide the exact information required for the selected product.
Depending on the product, this may include:
- Email address;
- Player ID;
- UID;
- Character number;
- Region;
- Server;
- Platform;
- Account country; or
- Game nickname.
Grithorn cannot guarantee recovery of value sent to incorrect account information supplied by the customer.
4.8 Incorrect Email Address
Customers are responsible for providing an email address they can access.
Where an order has not yet been issued, support may be able to correct an email address after reasonable verification.
Where the product has already been sent to the email address provided at checkout, a replacement is not guaranteed.
4.9 Delivery Delays
Digital delivery may be delayed by:
- Payment review;
- Supplier outage;
- Game maintenance;
- Publisher system interruption;
- Platform congestion;
- Inventory shortage;
- Regional limitations;
- Customer verification;
- Incorrect order information;
- Security events; or
- Circumstances outside our reasonable control.
Contact Support@grithorn.com if an order remains incomplete after the estimate displayed for the product.
4.10 Security Holds
A high-risk or unusual transaction may be placed on temporary hold.
We may request reasonable confirmation that the transaction was authorized.
An unfulfilled order may be cancelled and refunded if verification cannot be completed.
4.11 Unavailable Products
If a product becomes unavailable before delivery, we may offer:
- A reasonable period for restocking;
- A comparable alternative with customer approval;
- Store credit with customer approval; or
- A refund to the original payment method.
Customers are not required to accept a substitute product.
4.12 Failed Electronic Delivery
Where a Digital Product cannot be delivered because of an issue attributable to Grithorn or its fulfillment provider, we may:
- Retry delivery;
- Reissue the product;
- Provide a replacement;
- Correct the top-up;
- Offer an agreed alternative; or
- Refund the affected order.
4.13 Customer-Side Delivery Problems
A product is not considered undelivered solely because:
- The customer did not check the correct email folder;
- The customer lost access to the supplied email account;
- The customer selected an incompatible platform;
- The customer selected the wrong region;
- The customer supplied the wrong player information;
- The customer’s game account is suspended;
- The customer’s device does not meet game requirements; or
- The Publisher Platform is temporarily unavailable.
We will nevertheless provide reasonable assistance in identifying the cause of the issue.
4.14 Proof of Fulfillment
Delivery may be verified using:
- Email transmission records;
- Code assignment records;
- Code-display logs;
- Account access records;
- Fulfillment-provider confirmations;
- Publisher transaction references;
- Top-up completion records;
- Timestamps; and
- Customer communications.
These records may be used to resolve customer-service cases and payment disputes.
4.15 No Physical Pickup
The business address is not presented as a customer pickup location.
Digital Products cannot be collected in person.
Customer service is provided through the communication methods displayed on grithorn.com.
4.16 Delivery Support
For delivery assistance, email:
Include:
- Order number;
- Email used for the purchase;
- Product name;
- Platform;
- Region;
- Player ID or UID where applicable;
- Description of the issue; and
- Relevant screenshots.
Do not include passwords or complete payment card information.
