1. What is Gottaplay?
Ans. Gottaplay is an online video game service that allows you to rent and trade video games conveniently from your home and have them delivered right to your doorstep. Shipping is always free and there are never any due dates or late fees for your rentals.

Games are picked from the top of the “Your GameBox” that you create and maintain. Rentals are shipped to you from our distribution centers located across the U.S., and your trades come from other users just like you.

We are dedicated; you might even say obsessed, with getting you the games that you really want to play....faster!

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2. What payment methods do you accept?
Ans. Visa, MasterCard, Discover and American Express will be available as payment options.

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3. Why do you only offer video games?
Ans. Our goal is to provide the very best experience for renting and trading video games and this can only be accomplished with uncommon focus. We cater to two different but unique gamer segments: video games enthusiasts, who have a particular passion but aren't interested in building a collection and video game collectors, who typically prefer trading with other collectors. Expansion into other categories is contingent upon the needs of our members.

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4. What are the primary advantages of using the Gottaplay network?
Ans. Choose from over 4,000 video game titles – rent, buy, trade and swap: it's that easy!
All the latest video games for PSP, PS2, PS3, Xbox, X360, GameCube, GBA, DS and Wii.
Flexible subscriptions, pay as you go.
No limits, no due dates, no bother -- trades are 100% guaranteed with GameShield.
Focus on your needs, all the time, no exceptions! Fun and personalized trading experience right from the comfort of your home or office.

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5. Does Gottaplay trade overseas?
Ans. Not at the present time. Today, Gottaplay members can only trade within the United States. We apologize for any inconvenience this may cause and please note this option is coming real soon.

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6. Why are PC games not available on Gottaplay?
Ans. Due to the difficulty in identifying illegal or counterfeit copies, they are not available to trade at this time and we apologize for any inconvenience this may cause.

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1. What is my GameBox?
Ans. Your GameBox is a list of requested video games that you generate by listing all the video games you want to rent.

• Select from Gottaplay’s selection of thousands of games that are available to rent today.
• You are the creator of your own list and are able to add, delete and/or prioritize your video game titles.
• Be sure to keep your GameBox fully stocked with at least fifteen (15) video games to ensure continuous shipping of the games you just...Gottaplay!

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2. How many games should I put in my GameBox?
Ans. Gottaplay suggests that you keep 15 or more games in your GameBox in order to avoid delays in processing your service.

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3. We put games on our Q. Is there anything else we need to do?
Ans. No there isn't. You've done everything you need to do. Now Gottaplay's distribution system will search for available titles from your GameBox, looking for your top priorities first. Once we've located the titles we ship them automatically to you. When we receive a returned game Gottaplay starts the search for your next title all over again.

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4. Can I add an unreleased game to my GameBox?
Ans. Yes! You may add unreleased games to your GameBox. Our content management team is continually adding the newest and upcoming releases onto our website. Once a game is released, we will add it to our inventory and begin shipping it out to our members.

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5. Why did I receive a game not at the top of my priority list?
Ans. Inventory levels are continuously changing. The video games that you requested might not be available at this time; therefore we shipped the next available game title from your GameBox. Once we found a title that was available from your GameBox we shipped that one right away. Be sure to keep your GameBox fully stocked (we suggest a 15 game minimum) to ensure continuous shipping of the games you just ...Gottaplay!

If the game at the top of your priority is new, please note that demand for the newest and most popular titles can oftentimes exceed the amount of those titles we are able to stock. Our inventory process is driven by what our members want the most, so having the game at the top of your Q does let us know to increase our supply levels for that game!

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6. Why do some video games have no options to add to Your GameBox?
Ans. Video games that have not been release to the public cannot be added to Your GameBox for trading.

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7. How do I change the priority order of my Picked Games?
Ans. You can simply drag and drop the video games in the desired position you like and click the "Update" button.

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1. When do you Ship? / How long will it take to get my games?
Ans. Our Distribution Centers ship games every postal day. When they process your order, you will see a game logged as “Shipped” in your account. You should also receive an email notification when your game is shipped. Please note that shipping times for your games range from 2 - 7 days, which is the expectation of the US Postal Service as well as Gottaplay. Sometimes mail may take 2 days longer. We sincerely appreciate your patience as you await your games.

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2. Why aren't my games shipping?
Ans.

• Either your account isn’t eligible for another game yet, or there has not yet been a game available from your GameBox to be sent to you. Here are the things you should check:
• Log into your account and make sure that you are “eligible” for another game to be sent. If one of your games is still in transit back to us, we won’t be able to send you a game until it arrives at one of our facilities. Once our Distribution Center has received your game, it will say so in your game shipping history.
• Check to make sure you have enough games in your GameBox. If you don’t have at least 10, it may cause significant delays in our ability to get you the games you just…Gottaplay!
• If neither of these seems to be the problem, please allow us 1 – 2 days to process your next game (especially if we just received your last game at our Distribution Center). At that point, feel free to email us about the problem so that one of our friendly representatives can research the problem in order to assist you.

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3. How do you notify us of shipments?
Ans. A shipping notice will be sent to you every time a game has been shipped as well as when a game has been returned.

This information can also be viewed from your rental history in “My Account” when you log onto to your Gottaplay account.

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4. How do I return my rental games back to Gottaplay?
Ans. Gottaplay sends your game in a two-part pre-paid mailer. Please keep this mailer in an area where you can easily find it for when you conquer your game as the victor; or when defeat has left you drained. Follow the simple instructions detailed on the mailer when you are ready to return the game, and place it within your local mailbox. Once we receive your game, we will ship the next available game from your GameBox.

(If you have any outstanding games upon cancellation of your service, we suggest you return the game via Certified mail to protect yourself from being charged the unreturned game fee of $50.00 due to a shipping problem.)

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5. How can I tell when you have received a returned game?
Ans. A shipping notice will be sent to you every time a game has been shipped as well as when a game has been returned.

This information can also be viewed from your rental history in “My Account” when you log onto to your Gottaplay account.

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6. If my mailer becomes damaged, can I get a replacement?
Ans. Simply send us an email to request a pre-paid mailing envelope and one will be shipped to you immediately.

1. Log in Your GameBox.
2. Click on "Report Problem" next to video game in your Games Out
3. Select the approproiate option to report the game mailer as damaged
4. Simply click "Update Status" and we'll do the rest!
   

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   7. Can I return two games in one Mailer?
   Ans. No as it may cause damage to the games if they are shipped together in the same envelope. We can easily send you another pre-paid mailer if one of them has become lost or damaged.

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   8. Why did another DC process my order?
   Ans. If your games are unavailable at the distribution center assigned to your account, our system automatically transfers your order(s) to the nearest distribution center that is showing your game as available.

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   9. Where are your distribution centers located?
   Ans. Gottaplay has distribution centers in the following states; Connecticut, California, Washington, Arizona, Georgia, Texas, Illinois, Maryland and Colorado

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   Rental Problems

   1. What do I do if my game hasn’t arrived yet?
   Ans. There may be a USPS postal delay with your video game rental. Please note that shipping times for your games range from 2 - 7 days, which is the expectation of the US Postal Service as well as Gottaplay. Sometimes mail may take 2 days longer if you live in a rural community. We sincerely appreciate your patience as you await your games.
   
   If the video game rental has not arrived to your doorstep by the 8th postal day after the ship date, please report this game as "LOST".

   • Log in Your GameBox.
   • Click on "Report Problem" next to video game in your Games Out
   • Select the approproiate option to report the game as lost
   • Simply click "Update Status" and we'll do the rest!
     
     Please Note:
     1. To avoid further charges to your account, please report any lost game rental by the 8th day of non-arrival to either your doorstep or ours.
     2. If there is an excessive number of video game rentals being reported lost or damaged, your account may be suspended.

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   2. What do I do if I ship a game back, but you haven’t received it?
   Ans. There may be a USPS postal delay with your video game rental. We ask our members to wait at least seven (7) postal days to receive a "Returned Game Notification" via email before reporting the game as LOST. On the 8th postal day of non-receipt, please use the following steps to report this game as LOST:

   • Log in Your GameBox.
   • Click on "Report Problem" next to video game in your Games Out
   • Select the approproiate option to report the game as lost
   • Simply click "Update Status" and we'll do the rest!
     
     Please Note:
     1. To avoid further charges to your account, please report any lost game rental by the 8th day of non-arrival to either your doorstep or ours.
     2. If there is an excessive number of video game rentals being reported lost or damaged, your account may be suspended.

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   3. I found a game I reported lost. How do I get it back to you?
   Ans. Thank you for informing us that you found a game you previously reported as lost. We have noted your account.
   
   We ask that you please return the game to us. To avoid being automatically charged an unreturned game fee, we must receive the game within seven (7) business days from the date you’ve reported this game as found.
   
   If you no longer have the pre-paid return mailer, we can send you another one. Just email our friendly customer service and we’ll drop one in the mail!

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   4. What if I receive the wrong game?
   Ans. Please accept our sincerest apologies for sending the incorrect video game. Please add the correct game title back to your GameBox so we may immediately ship the correct game if it is available, or the next available game from your GameBox.
   
   We must receive the game that was sent in error within seven (7) business days in order for you to avoid being automatically charged $50.00 for an unreturned game.

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   5. How do I get back a personal game I returned by accident?
   Ans. For your protection, please return our game to the address stated below via certified mail to avoid further charges to your account. Once we have received our game, we will return your CD via certified mail.
   
   Mailing Address:
   Gottaplay Interactive, Inc.
   3256 Chico Way NW
   Bremerton, WA 98312

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   6. What do I do if the game shipped is damaged or not working?
   Ans. Before reporting this game as damaged, please try cleaning the video game disc by wiping it with a clean, soft cloth. However, please do not wipe in a circular motion as this may damage the game. If the video game still doesn't play, it could have to do with the following reasons:

   • PS2- If the video game has a blue back; some models of PS2 consoles will not play the disc.
   • XBOX- Either the XBOX time and date setting or the HDTV settings are incorrect. Some of the XBOX games only support specific HDTV (High Definition Television). If your HDTV settings are at a different level, those games might not work. In this case, try turning "off" HDTV all together.

   
   If you are still experiencing problems, please report this game as "UNPLAYABLE".

   • Log in Your GameBox.
   • Click on "Report Problem" next to video game in your Games Out
   • Select the approproiate option to report the game as damaged
   • Simply click "Update Status" and return the game in the prepaid envelope.
     
     That's it and we'll do the rest!
     
     Please Note:
     1. To avoid further charges to your account, please report damaged games within our seven (7) day reporting policy.
     2. If there is an excessive number of video game rentals being reported lost or damaged, your account may be suspended

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   7. I do not have the sleeve that the game goes in. What do I do to return it properly?
   Ans. If you no longer have the pre-paid return mailer, we can send you another one. Just email our friendly customer service and we’ll drop one in the mail!

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   Trading Games

   1. How does the video game trade process work?
   Ans.

   Step 1: LIST'EM - You list all of the games you have to trade with other members.
   Step 2: PICK'EM - You pick all of the games to want to receive from other members.
   Step 3: PLAY'EM - You play the games you received for as long as you want.
   Step 4: TRADE'EM - You send them to other members to receive more games.

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   2. What are the fees for trading on Gottaplay?
   Ans. There are two types of fees:
   

   1. GameTrades - When you receive video games from other members you pay $1.99 unless you opt to pay $9.99 monthly for unlimited trades.
   2. GamePoints* - You must have sufficient "GamePoints" to request a video game. You earn "GamePoints" for each video game that you send to other members and if you don't have any video games to trade, you can buy "GamePoints" (minimum $1).
   3. GameShield - For added trade protection, members have the option to insure each game they send to other members for $1.99 which protects their GamePoints in the event of loss, theft or damage.
      

   *GamePoints do not have any monetary value and are non-refundable.

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   3. Who pays for the shipping of each video game?
   Ans. Gottaplay covers all mailing costs associated for rentals and ONLY for trades that are insured with GameShield.

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   4. What does GameKey mean?
   Ans. GameKey is an indicator to let traders know what condition the video game is in or has to be in for it to be accepted as a trade match with another user.
   
   GameKey postage limits and weight requirements are as follows:
   
   

   Media / GameKey	Weight Limit	Postage Provided
   Game Only (GO)	2 oz	$0.63 (First-Class)
   Game + Artwork (GA)	3 oz	$0.87 (First-Class)
   Game + Manual (GM)	3 oz	$0.87 (First-Class)
   Game + Artwork + Case (GC)	6 oz	$1.59 (First-Class)

   
   NOTE: If additional postage is required above the weight limit it is the responsibility of the sender.

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   5. Are members who trade games required to use the Gottaplay postage label?
   Ans. No, otherwise you lose all GameShield claim rights and GamePoints are forfeited if a claim is submitted against you and you did not use the Gottaplay label. This could also lead to possible account termination for violating our Terms of Use.

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   6. Can I send the cover art and manuals with the game disc I trade?
   Ans. Yes, members are encouraged but not required to ship the cover art, inserts and manuals with the game disc/cartridge they are trading.

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   7. What return address should I use when mailing my traded games?
   Ans. You should use your mailing address or Gottaplay's return address located here.

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   8. If more than one person has requested a game, who gets it first?
   Ans. Games are matched based upon predefined selection criteria (e.g. geographic proximity, queue wait times and other factors), designed to get the game to its destination as quickly as possible.

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   9. How can I be absolutely sure I will get the games I want?
   Ans. We guarantee the authenticity and quality of our game system. We will do everything in our power to get you the games you want most, with shipping that will take the least time!

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   10. Why am I not receiving video games as fast as I used to?
   Ans. There are numerous factors that may contribute to when video games are matched and they include but are not limited to availability, queue wait times, trade activity (e.g. unconfirmed games or outstanding claims) and/or address confirmation restrictions (e.g. shipping address needs to be reconfirmed due to mail being "Returned to Sender" by the US Postal Service).

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   11. What are GamePoints and how are they calculated?
   Ans. GamePoints are a unique value system designed to control the supply and demand of video games on the Gottaplay network, while ensuring all traders (new and old) have equal chance of getting the games they really want to play. They are calculated based on the availability, used retail trade in cash value, release date and will vary based on the GameKey. They are awarded to the sender when a video game is sent to another member. These points then allow you to pick/request video games you want to receive/play. The video games you choose must be equal to or lesser in "GamePoints" earned and/or accrued within Your GameBox.

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   12. When do I get my GamePoints for sending an item?
   Ans. GamePoints are awarded to the sender when the video game has been confirmed as delivered by the USPS which is usually within 3-5 days.

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   13. Can I decline or cancel a trade request?
   Ans. You should only list video games that you are prepared to trade with other members. If you no longer wish to trade a video game you should remove it from your "Listed Games" as soon as possible. If you receive a request and you want to decline or cancel, your "TradeScore" will be affected and please note excessive abuse will lead to account termination.

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   14. What should I do if the game I received is damaged or the wrong one?
   Ans. You can submit a claim and we will credit you accordingly, subject to the Terms of Use.
   
   To submit a claim, visit the "Mailed Games" history page and select the appropriate claim option by clicking the "Confirm" (pending confirmation) or "Delivered" status link.
   
   If there are no options, that means that too much time has past or you cannot submit a claim.

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   15. What do the "Status" descriptions mean within Your GameBox?
   Ans. Mail It Now - Member has requested your listed video game and it needs to be sent.
   Pending* - Awaiting member to agree to send you the video game you picked/requested.
   Committed - Member has agreed to send you the video game you picked/requested.
   Update - The video game needs to be confirmed as sent, unable to mail or undeliverable.
   Mailed - The video game was mailed successfully to you and should arrive in 3 to 5 days.
   Confirm - The mailed video game needs to be confirmed as received or submit claim.
   Delivered - The video games was confirmed as delivered by the USPS or received by member (non Gottaplay postage label).
   
   *Pending status will also display when the "GameMatch" engine is searching for a replacement on any trade request that was canceled, either by the system automatically if a trade request was not acknowledge within 96 hours or manually by the sender (before or after they "Committed to Send" the video game).

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   16. What if my video game is not on the Gottaplay website?
   Ans. If you cannot find your video game using the Universal Product Code (UPC), please try the title. If your video game is not there at all, please send us an e-mail here and include the Full Game Title, UPC Barcode, System Platform (e.g. Xbox 360), Publisher, ESRB Rating (e.g. Teen) and Release Date. We'll contact you when it has been added to our database.

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   17. How can I check the status of my trades or track my video games?
   Ans. Simply go to Your GameBox section of the web site. There you can quickly and easily track the status of your all of your video games and more.

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   18. What should I do when I go On Vacation?
   Ans. Go to your “My Account” and click "Change" next to "Preferences". From there, you can set your trading status to "On Vacation", which will temporarily restrict all trading activity and NOT billing on your Gottaplay account for any trading plan you may have.

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   19. How can Gottaplay offer such low trade prices?
   Ans. Without costly distribution centers, you're left with a one-to-one trading network where members can trade for video games at minimal cost without limits or hassles.

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   20. Can I trade copies of video games?
   Ans. No, only legal original content for both games and manuals can be traded. Any member account identified as trading illegal or counterfeit video games will be suspended immediately with all of their outstanding trades canceled and payments forfeited.

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   Sign-Up

   1. How do I sign-up for your service?
   Ans. Click the “Create Account” button at the top of our page to start the sign up process today!

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   2. How do I upgrade my plan?
   Ans. You will need to be logged into your account by clicking here.
   

   1. Click on “My Account” from the left side menu bar.
   2. You will see a list of information about your account on this page. Click on “Change” next to the information that provides your Plan type.
   3. You will see a drop down box for the plan types we offer. Choose the plan you want and click “Update”.

   
   Please keep in mind when changing your game plan:

   • We will not refund any money if you downgrade your plan in the middle of your billing cycle.
   • Your billing amount will change on your next billing cycle.

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   My Account

   1. How do I re-activate my account?
   Ans. Simply email our customer service department and they will be able to assist you by reviewing and reactivating your account.

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   2. How do I change my login / email address?
   Ans. Our current system doesn’t support this feature from the website. Please email our friendly customer service representatives and we will be happy to assist you in making this change.

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   3. How do I change my membership plan?
   Ans. You will need to be logged into your account by clicking here.
   

   1. Click on “My Account” from the left side menu bar.
   2. You will see a list of information about your account on this page. Click on “Change” next to the information that provides your Plan type.
   3. You will see a drop down box for the plan types we offer. Choose the plan you want and click “Update”.

   
   Please keep in mind when changing your game plan:

   • We will not refund any money if you downgrade your plan in the middle of your billing cycle.
   • Your billing amount will change on your next billing cycle.

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   4. How do I change my shipping address?
   Ans. You will need to be logged into your account by clicking here.
   

   1. Click on “My Account” from the left side menu bar.
   2. You will see a list of information about your account on this page. Click on “Change Shipping” next to “Please Specify Your Shipping Information”.
   3. Enter in your correct shipping address. Please double check this information is correct to ensure our games are shipped to you in a timely manner.
   4. Click “Update” when you are done.

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   5. How do I change my password?
   Ans. You will need to be logged into your account by clicking here.
   

   1. Click on “My Account” from the left side menu bar.
   2. You will see a list of information about your account on this page. Click on “Change” next to “Change Password”.
   3. Type in your new password twice, and click “Update” to have your password changed.

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   Billing

   1. What payment methods does Gottaplay accept?
   Ans. Gottaplay accepts the following credit cards: Visa, MasterCard, or American Express.

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   2. Where can I send billing issues for resolution?
   Ans. Simply email customerservice@Gottaplay.com. If the issue is simple to resolve, our friendly representatives will take care of the issue for you. If it requires the attention of our billing department, it will be escalated to them for review.

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   3. Why was I charged full price when the first 10 days are FREE?
   Ans. As stated in the billing terms during the sign-up, Gottaplay authorizes the full amount of rental plan selected to verify your identity. This is NOT a charge but some banks hold the funds for up to 3-days. You can cancel our service at any time if you are unsatisfied within the 10-day free trial. Please make sure to return any games you still have out within 7 days of cancellation to avoid any unreturned game fees.

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   4. What is the fee for unreturned games?
   Ans. Games that are not received at one of our Distribution Centers within 7 business days of a member’s cancellation date are considered “unreturned”. As per our Terms of Service, Gottaplay charges either the retail price of the game or $50.00 (whichever is greater). If the game is returned to us within 60 days, we will refund the unreturned game fee.

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   5. When is my billing date?
   Ans. Your billing date is the first day of your monthly service. If you signed up with a 10 day trial period, it will be the day you signed up plus 10 days. Please note that if you signed up at the end of the month, your billing date may be adjusted over time as not all months have 29 – 31 days.

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   Cancellations

   1. How do I cancel my account?
   Ans. In order to cancel your account, you MUST do so from clicking here.
   
   To complete the cancellation process:

   • Click on “Login” at the top of the page.
   • Enter the information to login to your account.
   • Select "My Account" from the left-hand menu bar.
   • Click on "Cancel Membership" next to your Membership type.

   
   Please keep in mind the following when you cancel your Gottaplay membership:

   1. Cancellation will be immediate. We do not issue refunds for partial months.
      * Games not received within seven (7) postal days of cancellation date will be charged $50.00 for each unreturned game.
   2. 2. A cancellation confirmation will be emailed to you. Please retain for your records.

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   2. Do you refund unused portions of the month if I cancel early?
   Ans. As stated in our Terms of Service, we do not credit charges for monthly service.

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   3. Before I cancel, do I have to mail the games back?
   Ans. At Gottaplay you can cancel any time whether your games are returned to us or not. Games not received within seven (7) postal days of cancellation date will be charged $50.00 or retail price (whichever is greater) for each unreturned game.

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   4. How can I get a refund for my unreturned game fee?
   Ans. All you have to do is return the game within 60 days. Once your unreturned game has been processed at one of our distribution centers, our system will automatically refund the charges to the card we have on file.

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