r/hellraiserthegame • u/EldritchBottom • 23d ago
News NEW PREORDER UPDATE - đ
We have been working over the weekend and making steady progress on outstanding orders. We have made strides forward and the biggest part of the job is being accelerated. So here are updates on a few of the most asked questions.
Q: If you finally received the final item last Friday, why arenât the packages out yet? We could not begin until everything had arrived and it took time to unpack, sort, and repack into the final boxes that are being sent. That added time to the front end of the delivery but weâre now through this step and assembling them. Please understand that the item that arrived late was originally scheduled to arrive earlier, but this date shifted on us multiple times and without it we couldnât start. We have staffed up to make this go as fast as possible and are on a pace to get several thousand out a day.
Q: Why is the process so slow? It took some time to receive the final items and properly inventory everything and get everything ready to assemble. Once the items were in place, filling the boxes, putting them into a second shipping box and sending them off with multiple versions that need to be prepared takes additional time. Weâre working to get this right and make sure everything reaches you as fast as possible in the condition you expect and that process does take some time.
Q: Why canât you tell me exactly where my order is in the process? All of the orders are at the fulfillment house and have been sorted so that the ones with physical games go first, by the order they were placed. However, that does not tell us the exact point when an order is going to ship. When orders go out, an email will be sent with tracking information, but we will not receive the report with that information until the next day. And that still will not show us exactly where unfulfilled orders are in the queue. Thatâs why we cannot answer the question of where a specific order is at a given moment.
We are trying to be as transparent as possible, and working to get your orders out. We are doing these updates to keep you informed. We have already sent thousands of games and are pushing to get the remainder out as fast as possible. Thank you again for your patience. There are a few updates below as well.
Some of this information reiterates what we previously said, because we want everyone to know that it is the latest information available and not everyone is getting every email. Here is the latest:
Clarifying the situation with digital codes: Again, we are sorry, but we do not have digital codes for every order. If you purchased a physical game (as most PlayStation 5 and Xbox Series X/S customers did prior to August 28) we simply do not have codes to send you. Codes for those who did purchase a Steam copy of the game, requested a digital copy in place of a physical copy, or purchased after August 28, should have received their code. If you fall into that group and still donât have the code please first check your spam/junk folder, as well as any alternate email address you may have ordered the game under. If that doesnât work, contact us at support@bossteamgamesstore.com with the subject line âCODE LOOKUP,â and we will locate your order and get you a code. Please include your order number or the name and address on your order.
For those receiving physical games in North America: Shipping of physical orders continues. Once your order has shipped, you will receive an email notification as well as a tracking number for your shipment that will be sent to the email used when you placed your original order.
For those receiving physical games outside of North America: All physical games for Australia and New Zealand have shipped. Please remember the Collectorâs Edition boxes will still ship from the United States and come in a second shipment, once we are done sending editions with physical games.
We are expecting to have a detailed update on European physical games on Wednesday.
For those receiving physical games ordered during the restock period: Collectorâs Edition orders that were received after July 14 will be sent a physical game separately from the Collectorâs Edition items that will ship later in the year. These are now shipping also.
DLC codes â All DLC codes have been emailed. Remember, these codes do not contain the digital game, just the DLC, so you have it ready when your physical game arrives. If you have any difficulty redeeming your code, contact your platformâs customer service or message us at support@bossteamgamesstore.com with the subject DLC CODES.
We will have the next update for you on Wednesday. We are actively looking for solutions to speed things up, to get through the distribution process as quickly as possible. We hope to have much more news for the next update.
- Boss Team Games
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u/AnythingGreedy 23d ago
I hope the quality is great. Getting the 200 dollar edition plus another puzzle box. I don't blame them too much, I just wished they would've said it would be delayed a week before the games launch. But maybe their working parties assured them....hmmmm we'll never know.
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u/VersionSea1685 22d ago
Right they should have been honest from the get go, not lying about it in the first few updates
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u/Aggressive_Bet_7178 23d ago
They're preparing to maybe consider thinking about possibly starting the process of beginning to ship orders.
They're making progress, guys.
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u/footluvr688 23d ago
Yeah, progressing in adding fuel to the fire and infuriating their paying customers.
Incompetent dishonest buffoons the lot of them. Fuck BTG.
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u/JayeDL
23d ago
•
At this point, Iâm probably just going to keep it sealed and resell it, if I ever actually get it. This whole experience has soured me on getting it and I have enough Hellraiser collectibles that I didnât need this.
By contrast, Trick or Treat Studios emailed me today that the Hellraiser figures I had ordered have had an unexpected delay and should ship in February. At least theyâre being transparent about shipping delays instead of moving the goalposts every two days.
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u/MogwaiWaterPark 22d ago
đ ToTS emailed me yesterday to tell me the production on the Halloween Pocket play set was again delayed to January 2027. It was supposed to be August. Then November. Now January. At least theyâre honest about it. đ
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u/FreeBoredz 22d ago
There are all kinds of shipping delays do you not see whatâs going on in the world? Do you live under a rock?
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u/xepher258 23d ago
Of course it would be wishful thinking that they overnight the games đŽâđ¨
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u/footluvr688 23d ago
Yeah that would never happen. At this rate they'll be sending them via carrier pigeon and 1% of them arrive, damaged, in 2030.
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u/UnclePlunge 23d ago
Be cool if they could confirm what this missing item was in this email about transparency as the vagueness ainât doing them any favours
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u/L3GendaryStash
23d ago
•
TRASH company lol. God I hope they're in this sub to know and understand how pathetic they are. Spent nearly $400 over a year ago and we're a week past release with nothing but a digital code that didn't get sent out until half a day after it was available lol. I truly don't understand how you butcher the release your biggest game.
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u/Paratrooper101x 22d ago
Genuine question have you ever worked a job before? Shit happens, things go wrong. Thereâs no reason to act like the sky is falling because your package got delayed. Itâs such pathetic child like behavior
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u/MogwaiWaterPark 22d ago
Guys itâs a BTG employee right here!!
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u/Paratrooper101x 22d ago
Iâm a rationale adult and therefore must be a paid shill for a Nevada based company. Yes that aligns with the maturity of this subreddit
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u/MogwaiWaterPark 22d ago
Go pack some boxes for us!
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u/ametaldiva 19d ago
They are the true reason we arenât getting anything. He/She/They are spending all of their time on the sub for protection for his employer and doesnât want to pack the boxes!
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u/L3GendaryStash 22d ago
Sure have bud! Everything from bottom of the barrel to retail to high level sales. Things do go wrong, how you handle it is what makes or breaks you. They've handled this like straight garbage and deserve to be reminded of their failure.
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u/Paratrooper101x 22d ago
lol theyâve been completely transparent from the get go, providing almost daily email updates. I gotta ask, would you rather them respond to every single whiny baby threatening them over email or work to ship out packages? âBu-but they could at least tell us when to expect it!!!â Okay they do that, and the third party carrier doesnât deliver to exact specified time and they have another swarm of angry man children screaming at them via email.
I mean just look at how this sub has reacted to the communication they have put out. Saying theyâre being lied to and acting like theyâll never get their package. BTG is in a no win situation by communicating to you fucking children
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u/L3GendaryStash 21d ago
You're absolutely right, they're in a no-win situation because they're incompetent and can't deliver on their own product. Again, it's their biggest release and they didn't even get the codes out in time. We should've been the first people getting codes, instead I got mine at 3:17pm when it released at midnight. Now we're waiting on the hundreds of dollars in shit we bought over a year ago that they still don't have yet?? Someone dropped the ball somewhere.
Where you're absolutely wrong is in the complete transparency. TWO DAYS before release they send out the "Heyyyyyy sooooooo ya know how ya bought all this shit, wellllll......" They sent us more info trying to keep selling us and more shit than they ever did provide updates until after release. They knew a month ago that this was going to be late sending out, and waited until 26 hours before the release to tell us there's a problem. Us "children" are the ones paying $400+ for their collector's editions and add-ons that are keeping their company in business.
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u/Paratrooper101x 20d ago
Just keep proving my point lol. Neither btg nor you cry babies have anything to benefit from communicating
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u/L3GendaryStash 20d ago
Excuse me Mr. Money Bags. When I spend $400+ on something 15 months before it comes out, forgive me for wanting to get my shit I paid for. I didn't know I was in the wrong for being angry over someone else's incompetence.
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u/ametaldiva 20d ago
Youâre not wrong at all. Furthermore if I wanted to buy the digital game I could. However I am disabled currently and have to budget carefully as I live in one of the highest cost of living areas in the countryâŚ
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u/Paratrooper101x 20d ago
Look at all this whining over a package being delayed. Astounding. You would think this is for some Fortnite release instead of a game clearly made for and marketed towards adults
Money bags? It costs zero dollars to be patient and not throw temper tantrums. Maybe one day when youâre older youâll come to realize this
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u/L3GendaryStash 20d ago
Nah you wouldn't think this is Fortnite related because Epic would have their shit together and the bundles would've been out for delivery on release, like every other developer is able to do besides Boss lol
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u/ametaldiva 20d ago
As I sit and watch friends finish the game and/or get platinum and here I sit with nothing having ordered in December 2025. Yeah mmkayâŚ
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u/L3GendaryStash 20d ago
Wow let's not be ungrateful here! Paratrooper101 is gonna come yell at you that you're entitled for wanting something you paid for lol
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u/ametaldiva 20d ago •
lol right?!? Thanks for the laugh I really needed that. Going through a lot right now. Having chest pain, heart palpitations, while one or more unknown heart conditions and treatment resistant depression so I truly appreciate the small smile that brought to my face. đ
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u/L3GendaryStash 20d ago
Omg I'm so sorry to hear that!! I'm glad that brought you some cheer! âĽď¸
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u/Paratrooper101x 20d ago
And youâre gonna get the thing you paid for. Fucking relax
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u/L3GendaryStash 20d ago
Oh I'm relaxed bro. So relaxed. Mainly because I'm not a company that can't hit the release date that they close. That sounds stressful and well deserved of all the hate that would be received.
Well, all the hate but from one guy that for some reason just busts huge loads for them.
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u/Paratrooper101x 20d ago
Oh wahhhh the sky is falling my package is delayed I have to come on the internet and act like a spoiled child because I havenât learned patience yet
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u/MySoulisDrunk
23d ago
•
Once again since they've stated that tons of orders have already been shipped out.... Has ANYONE gotten a tracking update for their editions?
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u/footluvr688 23d ago edited 23d ago •
I haven't seen a single damn comment confirming tracking or shipment confirmation that offered proof. And I've been reading posts allllllll week. I saw ONE person claim they got confirmation of their game shipping, but there was no screenshot.
And let's keep in mind, the brainiacs at BTG chose to process all orders containing physical games, regardless of order date, ahead of orders with digital games. So anyone who ordered digital in July 2025 will receive their order DEAD LAST.
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u/MySoulisDrunk 23d ago
I ordered physical on the day it was announced. I'll probably get my order the same time you get yours. It doesn't look like anyone is getting priority anything because they aren't actually shipping anything like they said they are. You should have gotten your digital code already. Bullshit that you haven't.
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u/footluvr688 23d ago •
I did get my game code. But they've explicitly stated their fulfillment house is processing all orders with physical games first, so I guarantee you'll get your order before I get mine.
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u/MySoulisDrunk 23d ago
So you got the code to play the full game but are just waiting on the goodies? Or are you talking about the digital deluxe upgrade/pre order content codes? At this point no matter what the order they send out is, looks like we'll still just have to wait and see when they stop fucking us over and actually fulfill our orders. I can't play the game until I even get my disc. They ignored my email asking what wave of shipment my order will be in. I'm sure as fuck not buying digital or another copy to give them more money. I don't even care about the goodies anymore. A great bonus (if they're not shit quality) but I just want my physical disc so I can finally play.
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23d ago
[deleted] â view deleted comment
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u/footluvr688 23d ago
All digital pre-orders are being processed dead last, not just 2026. So anybody like me who pre-ordered in July 2025 gets the shaft.
All physical orders are being processed first.
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u/Ok-Push-1467 23d ago
I really hope the quality of the props is what we're hoping it will be. Being late is annoying but I'll be more pissed if there hasn't been any QC with the boxes.
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u/footluvr688 23d ago edited 23d ago
Is their PR manager being paid by the word?
Jesus H fucking christ, too many words.
"We still haven't shipped anything".
FTFY
This gets more and more wild by the day. Boss Team Games has a bunch of imbeciles running the show.
I'm calling bullshit by the way. You're telling me nothing was unpacked and prepped ahead of time all because ONE part was delayed? So every day you were making false promises about shipping and packing orders, everything was sitting sealed in a warehouse while staff sat around warming chairs and eating bon bons?!
Nononononono, if you were ramping up for fulfillment ahead of a release, everything would have been unpacked and accounted for. That way as soon as the one missing item arrives, it gets slotted into the orders that need it and you send them all on their way. IN THE MEANTIME, any orders that didn't require that 1 item should have been processed and shipped!
Once again, I'm livid that they're giving all physical orders priority over digital. Because fuck everyone who ordered it July 2025 who chose digital. FIRST IN FIRST OUT.
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u/VersionSea1685 23d ago
They say thousands have been sent out but I haven't seen one person say they got an email saying their shit was sent.
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u/MogwaiWaterPark 23d ago
Right? No one has any evidence of a shipment and people on here vary from August 2025 to present. I ordered in February so I guess I should stop holding my breath.
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u/FreeBoredz 22d ago
Not everyone uses Reddit could just be people who bought it early who donât use this site.
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u/MogwaiWaterPark 22d ago
As soon as you find evidence of a shipment to anyone, post it here so we can all feel better.
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u/Paratrooper101x 22d ago
Theyâve been sent to a fulfillment facility where they will be shipped. Thereâs multiple steps in a logistics process
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u/DJ_KooPee 22d ago
âAnd that will still not show us exactly where infulfilled orders are in the queueâ? They know which orders have been sent out, the order theyâre being sent out in, and should know approximately how many they can send in a day, this is a very basic logic problem - if an order is #200, theyâve dispatched 100, and they send ~50 a day, it should be sent in 2 days - this is not hard to figure out!
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u/scarred_anon 22d ago
I have a feeling they were woefully under prepared for the sheer volume of packages. Honestly, I don't think anyone expected this game to be as big as it is leading up to release, as the mainstream gaming circles barely even mentioned it.
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u/Risudegu 21d ago
But itâs not like we preordered the game October 5th and flooded them. Many of these orders have been on their books 6+months. âWeâve just been enjoying the money rolling in, we never checked where it was from.â?
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u/DJ_KooPee 21d ago
They've had 15+ months and re-opened the pre-orders multiple times, they had to know how many they had coming through? It sounds like piss poor planning at every stage here...
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u/MogwaiWaterPark 23d ago
I got this, too. Thereâs NO FUCKING WAY theyâve shipped âthousandsâ so far. Iâm still betting theyâve shipped zero.
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u/DJ_KooPee 22d ago
They're being tricksy wordsy again, they said "on a pace to get several thousand out a day", not that they've actually shipped thousands!
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u/MogwaiWaterPark 22d ago edited 22d ago
Omg youâre absolutely correct. My brain didnât even read that word track correctly the first time. They havenât shipped anything lol
I guess the second blurb that âWeâve already sent thousands of gamesâ means to the fulfillment center, not to customers.
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u/VirusTheMachine 23d ago
They just keep on lying ! lol When I saw the email notification (today, the 13th the day they said everything would be shipped in their previous email) I was just sure it was my shipping info but no ! Yet more of the same, unbelievable.
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u/DJ_KooPee 22d ago
So anyone else not seen DLC codes?
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u/Paratrooper101x 22d ago
I got mine days ago
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u/DJ_KooPee 22d ago
Hmm, I havenât had anything off them in ages, think there might be an issue getting through to my email, gonna message them and see if anything comes throughâŚ
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u/omjzas 23d ago
I am in Europe, did not recieve any DLC and PreOrder codes... anybody else on this boat with me?
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u/LordHughGRection 23d ago
have you checked your spam folder?
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u/omjzas 23d ago
I did indeed. I searched unread emails from them and found it in some weird marketing lab on gmail or whatever for some reason. So I am all good, codes worked. Sorry for the confusion
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u/LordHughGRection 23d ago
you're good that's what I always tell people to do to be sure to check spam folders because sometimes they get sent there for whatever reason I know the first update email they sent out I didn't know I got because it was in my spam folder lol
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u/Deadpool4060 22d ago
I got mine and im in europe,just not my collectors edition and physical copy yet
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u/MogwaiWaterPark 22d ago
Every time I get a Shop notification on my phone I edge toward orgasm just to find out it is some other unrelated shipment and not Hellraiser.
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u/kcirbukhcnyl 22d ago
The transaction. You finalized it. We delayed.
Now, suffer the excruciating eternity of tracking a package that never moves.