FAQ

How does Gamefly's Free Trial work?

Your 10-day free trial begins as soon as you create your account and start your membership.

To verify your account information and identity, we require a valid credit card for all GameFly memberships, including promotions and free trials.

Once you start putting games in your GameQ, we'll send the first two available titles in your Q right away.

When your free trial period is over, your membership is automatically extended at the $21.95 monthly rate for our 2-Game Plan, plus any applicable sales tax.

You can change your account information at any time by logging in to Your Account.

If you cancel your membership before your 10-day free trial period has ended, your credit card will not be charged.

How do I request video games to rent?

Gamefly has what is called a GameQ.  It's like a wish list – but better. When you find a game you want, click Rent It to automatically add it to the end of your Q. (Q-addiction symptoms include shuffling your Q for hours and debating Q strategy with friends. Don't say you haven't been warned!)

The GameQ is the key to your GameFly membership. It tells us which games you want to rent, and in what order.

We'll send the first two available games in your GameQ right away. When you return a game, we'll send the next available game, and so on. Be sure to keep plenty of titles in your Q so we'll always have another game to send you.

Your GameQ page shows:

Games You Have Out - You know those games we sent you? The ones that are giving you insomnia and thumb-blisters? Those are the Games You Have Out.

Games In Your Q - The games you're itching to get your hands on, in the order you want to get them.

On the GameQ page, you can also change the order of games in your Q at any time, or use the "Keep it" button to Keep a game you just can't bear to send back.

How do I buy a video game that I have rented?

When you like a game so much you don't want to send it back, you don't have to. It's easy to Keep It: Click the Keep It button - don't worry, your account won't be charged until you log in and confirm your purchase. Keep the game disc you already have - you'll receive the original packaging and instructions within seven business days. Pay our low Pre-Played game price - the credit card in Your Account is charged the Pre-Played price plus any applicable sales tax, as well as a $1.99 shipping charge for the original packaging and instructions. Get ready for more games - as soon as you Keep It, we'll send the next available title in your GameQ. All Pre-Played game purchases are final.

Do I have to rent a video game before buying it?

No. You can buy a game without renting it.

You can buy any game in our inventory at our low Pre-Played game price, in three easy steps:

Click the Buy It button - don't worry, your account won't be charged until you log in and confirm your purchase. Pay our low Pre-Played game price - the credit card in Your Account is charged the Pre-Played price plus any applicable sales tax, as well as a $1.99 shipping charge. Keep an eye on your mailbox - you'll receive your game, with original packaging and instructions, within seven business days. All Pre-Played game purchases are final.

What about Parental Controls?

If you have children at home, you may want to use our Parental Controls feature: You can block your account from renting or buying games with ESRB ratings of Mature (M) and/or Teen (T). For security, you must log in with your account password each time you make any changes to your Parental Controls or other account settings. Rating guidelines are established by the Entertainment Software Rating Board, an independent, non-profit agency that has provided rating services to the video game industry since 1994. For more information on ratings, call the ESRB at 1-800-771-3772 or visit www.esrb.org.

How long will it take to get my games?

Gamefly is located in California and ship out games from their warehouse 6 days a week via first class US mail. Ship times are 2-4 business days for the entire US.

What about lost or missing video games?

Gamefly uses the US Postal Service because it's the most reliable and cost-effective way to get your games to you. Occasionally, however, a game may get lost in the mail.

If one of your games disappears between point A and point B, don't panic!

If a game never arrived

Before reporting a game as lost, go to your GameQ and check the Ship Date for the game. Please allow seven days after the Ship Date before reporting a game as lost.

If it's more than seven days after the Ship Date and you still haven't received the game, go to Report a Shipping Problem. Under What is the Problem?, select Game never arrived. Gamefly will note in your account profile that the game has been lost in the mail, and you will not be charged for the game. Gamefly will send you a replacement game right away (if that game is not available, you'll receive the next available game in your GameQ).

If a game is not received by GameFly

If you've mailed back a game but your GameQ shows that Gamefly has not received it yet, it may be delayed rather than lost. Please wait seven days after sending Gamefly the game before you report that it's been lost in the mail. If seven days have passed since you mailed back the game, go to Report a Shipping Problem and select "I sent back a game, but GameFly still hasn't received it."

If several games are lost

If you've had several games lost in the mail lately, you should contact the United States Postal Service at 1-800-ASK-USPS and let them know. We'd do it for you, but the United States Postal Inspection Service says that customers themselves (rather than GameFly) must notify them of mail loss issues. If you do make a report with the Postal Inspector, you may e-mail the case number to GameFly Customer Service for us to keep on file with your account profile.

Note: If an excessive number of games rented on your account are lost in the mail, your membership may be reviewed to see if it's safe to continue sending games to your address. Gamefly reserves the right to cancel your membership at any time.

What about damaged games

Before reporting a game as damaged, please try wiping it with a clean cloth. Start in the center of the disc and wipe outwards. Please avoid wiping in a circle as this can damage the game.