Frequently Asked Question

Try looking for your answer here before you contact us. Contact us only if the answer is not in the FAQ.


Digital content/CD - Key/Game Card code delivery FAQ

Where is my CD-key/Game Card code?

Your order will be process in our normal business hours, Monday to Sunday - 10.30AM to 11.30PM. You will usually receive it within 30 minutes or up to 12 hours.

I will receive my CD-key/Game Card code via email?

No, however you will get a notification email regarding to your order status update and full instruction about how to retrieve your cd-key or game card.


I can't find your bank details, where are they?

Our bank details and all other payment options and informations are here - http://kengamer.com.au/paymentoption


What should i do? I am asked to fill in my Master or Visa card's SecureCode™ password. (Only applied to Skrill - Moneybooker payment method)

Because of high numbers of fraudulent credit card over the internet, our secured payment method "Skrill - Moneybooker" will request for your VISA or MASTER SecureCode™. You will be guide to the SecureCode™ page after you fill in your credit card's detail on Skrill - Moneybooker hosted payment page.

If i DO NOT have a SecureCode™ password, what should i do?

First, you need to visit your bank's website to register one. It is very very easy to register and it take less than 5 minutes. You only need to register your SecureCode™ ONCE.

Below is the information of bank's website, inside the link it have list down all bank that supports the SecureCode™ system. Please call your bank if you cannot get an answer from your bank's website.

For VISA card please visit - http://www.visa-asia.com/ap/au/cardholders/security/activate.shtml

For MASTER Credit Card please visit - http://www.mastercard.com.au/credit-card/issuers.html

For MASTER Debit Card please visit - http://www.mastercard.com.au/debit-card/issuers.html


Can i order and pay by credit/debit card through phone or mobile?

Unfortunately no, we only accept enquiry through the phone and mobile. The reason is we DO NOT take any credit card information from our customer due to security reason, this will prevent anyone that record down your credit card details and sell it to other people to use it. This happened a lot in Australia, so please DO NOT offer anyone to pay them using your credit card on the phone and mobile. You may trust the company but who knows if the staff of the company steals your credit card details?

So for your safety, we DO NOT offer payment method that collect credit card details through the phone. Please do it online in our secured page to pay. Thank you.


When will KenGamer deliver the Pre-Order products?

We usually deliver the pre-ordered products at the time when game official release in Australia.


How long does it take to complete my digital product purchase? (CD-Key, game card code etc)

Orders usually complete within 30 minutes but sometimes we do random check on orders for serucity purpose. Please check Terms and Conditions for full details.

We verify orders between Monday to Friday, 9am - 5pm (Melbourne VICTORIA, Australia time).

It usually take up to 48 business hours to verify your order but most of the time we will do it within a few business hours, please do not spam our email by asking why is your order not verified yet. We received high numbers of orders everyday to verify so please expect a maximum of 48 hours and please understand that you are in the queue of verifying. If you haven't receive your products after 48 business hours, please contact us.

Please note : If you used bank transfer / deposit, you do not need to go through the verification process. Please read our terms and conditions before you confirm your order for full details.


Why KenGamer doesn't accept PayPal for some countries?

Because we received too many payment from DISHONEST BUYER / FRAUDULENT BUYER so we limited PayPal checkout to some countries.


What version of games KenGamer sell? (PHYSICAL COPY - NON DIGITAL CD KEY PRODUCTS)

All our games products are AUSTRALIAN PAL version or Australian playable region. So you do not need to worry if the games will work on your Australian Console or region. It will 100% work in your Australian PAL version console.


Where KenGamer ship the product(s) from?

Game and Console - All our products are stocked in Australia and they are all Original Copies. We ship from Melbourne, Australia!

Other products in store - We ship from Melbourne, Australia!


Can i cancel my pre order by any chance?

Yes, you can cancel your pre order 2 weeks before the release date. But please note that we will only refund 50% of your deposit to you, we charge half of your deposit for cancellation fees.


How much does it cost and how long does it take to arrive?

International rates for SINGAPORE and MALAYSIA only

Standard Airmail via Australia Post - AUD$15(under 250 gram) , AUD$20 (under 500 gram) Take 3-10 working days.

Courier Express - AUD$40 (under 500 gram) 2-3 working days.

Please note: Rates is for Singapore and Malaysian only, for other country please contact us.


Why it is charging me more money when i add the products to my shopping cart?

Please ALWAYS read the item description before you add to cart, you get to select an extra option above the ADD TO CART button. KenGamer will not be responsible for customer who doesn't read the item description and complaint about extra charge after they paid. We will not refund any of the payment.


How long does it take to ship my product(s) - PHYSICAL Products?

For physical products that require shipping(International) - Your products will normally ship within 24 hours IF IT IS IN-STOCK, otherwise please READ THE AVAILABILITY STOCK on the product's page for estimate delivery time.

For physical products that require shipping(Domestic) - Your products will normally ship within 24 hours IF IT IS IN-STOCK, otherwise please READ THE AVAILABILITY STOCK on the product's page for estimate delivery time. For delivery time to your address please visit this link For AUSTRALIAN AIR EXPRESS delivery network from QLD to QLD or other state please download this excel file.

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Owned and Operated in Melbourne VIC, AU. ABN: 84 450 016 924