What qualifies an order as FREE Shipping?
1. Any order that is shipped via “USPS First-Class Mail” is eligible for shipping at no cost.
  
  Please keep in mind the following when you receiving FREE Shipping:
  1. Terms of offer subject to change at any time.
  2. Offer subject to change at any time.
  3. Valid only on orders shipping within the continental United States.
  4. Limit 1 discount per customer.
  5. May not be combined with other offers.
Where can I check the status of my order?
1. To check the status or track an order, please log into your account by going to http://www.gamemine.com
  
  To check the status properly:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Buy List” tab.
How do you notify us of order shipments?
1. An "Order Shipped Confirmation" will be sent to you every time an order has shipped.
  
  This information can also be viewed from your “Buy List” when you log into your Gamemine “My Account” by going to http://www.gamemine.com.
What is your refund/exchange policy?
1. You must first contact us through Live Support or E-mail to receive a “Return Authorization Number (RMA#)”. When you send your merchandise, please include a copy of your packing slip receipt and this number. Returns WILL NOT be accepted without a “Return Authorization Number (RMA#)” or that does not meet these all required guidelines per our Terms of Use.
  
  Please keep in mind the following when you returning an order:
  1. We will ONLY accept returns of “defective” or “improperly shipped” orders.
  2. New games must be unopened and still in factory sealed packaging to be accepted.
  3. Used games must be must be in the original shrink-wrapping.
  4. Gamemine must be contacted within 7-days of receipt of order to be eligible.
  5. Manuals, cover art, bundled accessories or pack-ins included with order must be included.
  6. Items must be return within 30 days of being issued an RMA#.
  7. Returns may be subject to a 15% restock fee.

Buy List

What is a Buy List?
1. Your “Buy List” is your wishlist of video games you want to monitor and/or purchase.

Problems

What do I do if my order hasn’t arrived yet?
1. There may be a USPS postal delay with your order. Please note that shipping times for your order range from 2 - 7 days, which is the expectation of the US Postal Service. Sometimes First-Class mail may take 2-days longer if you live in a rural community. We sincerely appreciate your patience as you await your games.
  
  If your order has not arrived to your doorstep by the eighth (8th) day after the ship date, please report this order as "LOST" by logging into your account by going to http://www.gamemine.com.
  
  To report order properly as lost:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Report Problem”.
  4. Under the type of problem select "Buy" and select the “Order Number”.
  5. You will see a list of orders that was shipped to you. Select the appropriate option for “I haven't received the Game yet” to report problem..
  Please keep in mind the following when you report an order lost:
  1. An email confirmation will be emailed to you so please retain for your records.
  2. Excessive problems reported may result in your account being permanently suspended.
What if the order is received damaged, scratched or unplayable?
1. Before reporting the game(s) in order as damaged, please try cleaning the video game disc by wiping it with a clean, soft cloth.
  
  If you are still experiencing problems, please report order as "DAMAGED" by logging into your account by going to http://www.gamemine.com.
  
  To report the order properly as damaged:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Report Problem”.
  4. Under the type of problem select "Buy" and select the “Order Number”.
  5. You will see a list of orders that was shipped to you. Select the appropriate option for “Order was received damaged, scratched or unplayable” to report problem.
  Please keep in mind the following when you report a game damaged:
  1. Damaged orders must be returned within seven (7) days of reporting to be accepted.
  2. Manuals, cover art, bundled accessories or pack-ins included with order must be included.
  3. An email confirmation will be emailed to you so please retain for your records.
  4. Excessive problems reported may result in your account being permanently suspended.
What if I receive the wrong order?
1. Please accept our sincerest apologies for sending the incorrect video game. Please report this order as "IMPROPERLY SHIPPED" by logging into your account by going to http://www.gamemine.com.
  
  To report the order properly as improperly shipped:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Report Problem”.
  4. Under the type of problem select "Buy" and select the “Order Number”.
  5. You will see a list of orders that was shipped to you. Select the appropriate option for “I received the wrong Order” to report problem.
  Please keep in mind the following when you report an order as improperly shipped:
  1. Wrong orders must be returned within seven (7) days of reporting to be accepted.
  2. Manuals, cover art, bundled accessories or pack-ins included with order must be included.
  3. An email confirmation will be emailed to you so please retain for your records.

Trading Games

General

What are Gamemine Credits?
1. The Gamemine Credit system is the tool used by Gamemine to manage and set value for trades, gift points for promotions, and with the reintroduction of the GamePerks Program in the coming months after release, Members will receive Credit from Gamemine as rewards for membership. The New Credit System is broken down into three categories, Pending Credits, Cashable Credits and Non-Cashable Credits and is described below.
  1. Pending Credits. Pending Credits may be Non-Cashable Credits or Cashable Credits that a Rental Member or Registered Member receive initially from transacting trades, as part of a promotion for signing up for a rental subscription, and for costs expended from shipment.
    1. Trades. When a Registered Member or a Rental Member trades in their game in accordance with the requirements provided and notified during the course of each trade transaction, the Member will initially receive Pending Credits. Pending Credits cannot be used until the trade is accepted by our Distribution Center. Once the trade is accepted, the Member credit allocation will transfer from Pending to Cashable Credits for redemption for cash or to be used towards purchases or services on Gamemine.
    2. Shipment. When a Member ships their game for Credits, the Member will also receive Shipping Credits for the cost of shipment for their game. This amount is set by GameMine and is subject to change and is allocated to each unit independently. Unlike those credits received from trades, shipping credits for shipment are transferred to the Non-Cashable Credits in your account.
    3. Rent Plan. As part of promotions Gamemine offers for its rental subscription plans. Members may, when applicable and offered, receive additional Rental Plan Credits allocated to them as a promotional offering for signing up for a Rental Subscription plan. Rental Plan Credits remain pending until the Member's first successful billing cycle then will be transferred into Non-Cashable Credits to be used for purchases from Gamemine.
  2. Cashable Credits. When a Member trades their game with Gamemine, the Member will receive Pending Credits commensurate with the trade rate allocated for the particular game title. Once the game has been received and approved by Gamemine, therefore accepted and inventoried by the distribution center, the Member will receive Cashable Credits commensurate to the amount as provide for the trade. Cashable Credits may be redeemed for cash value through account controls on the Member's profile. The minimum amount that can bee cashed out is twenty-five (25) Cashable Credits, and any amount requested to be redeemed as cash cannot exceed seventy percent (70%) of the total Cashable Credit allowance balance. Cashable Credits may be redeemed for purchases on the Gamemine website, including games and Rental Subscription plans without limitation.
  3. Non-Cashable Credits. Those Members who maintained “GameBucks” will receive Non-Cashable Credits to be used on Gamemine's website once the conversion has been completed. Notification will be sent updating Members regarding this conversion shortly. Non-Cashable Credits are those credits received from Gamemine as part of a promotional program, or as shipping credits for game trades, provided by Gamemine as part of its upcoming “GamePerks” Program, and from conversion of those credits received through purchasing Retail Credit Cards offered at retailers similar to gift certificates. Non-Cashable Credits may only be redeemed through purchases at Gamemine and Rental Subscription services. Non-Cashable Credits may be forfeited if your account fails to remain in good standing for a period of time as a result of cancellation, delinquency or in the event of any suspension of your account.
How do you trade-in a game?
1. Any eligible game can be traded-in by clicking the “Trade Icon” or “Trade Button”, adding the game to your trade cart and completing the checkout steps.
What are shipping credit reimbursements?
1. You are responsible for mailing your trade orders with a shipping carrier of your choice and in-return, Gamemine will compensate you for shipping costs based on USPS Media Mail Rates up to 10% of your total trade-in value plus $1.00 for packaging. For more information on how to prepare a package for shipping visit the official USPS website here.
How does the bonus trade-in credits work?
1. From time-to-time we will give extra trade-in credit for games we indicate as “Hot Trades”. So, if the game you are trading in qualifies as a “Hot Trade”, you will automatically receive the bonus trade-in credit amount when the game is received by our Distribution Center and the game accepted under the trade-in eligibility terms.
How does receiving cash back for trade-ins work?
1. Any credits received as a result of accepted trade-ins can be cashed out in the form of a “Check” of “PayPal” payment. However, cash payments are only worth seventy (70) cents on the dollar of the credit value of any accepted traded-in game. For example, a game that is worth $30.00 in credit would only be worth $21.00 in cash value.
What payment methods are available when receiving cash back?
1. For now you can request a “Check By Mail” or “PayPal Payment”.
  
  Please keep in mind the following when you report an order as lost:
  1. Payments are processed once a month on a predetermined distribution schedule that is published on the Cash Out page and is subject to change at any time.
  2. Cash payments are only worth seventy (70) cents on the dollar of the credit value of any accepted traded-in game.
  3. The minimum amount that can be cashed out is $25.00 and the maximum is seventy (70) percent of your available credit balance at any given time.
How often can you receive Cash Back from trade-ins?
1. You can cash-out a minimum $25.00 once a month unless your account qualifies for “GamePerks” in which other options may be available for more frequency on payment distributions.
Do you accept trade-ins without the original case, manual or artwork?
1. No! Games must be in good, working and playable condition and arrive COMPLETE with all elements undamaged, not manipulated, changed, unmarked, and in original packaging. This includes but not limits to, the correct disc(s) or cartridge(s), manual, cover art, bundled accessories, UPC, and case unless other options are available via “GamePerks”.
Why did I receive a different trade-in value than my original order?
1. There are a number of factors that could have lead to a lesser trade value and they are as follows:
  1. Trade orders was not received by postmarked date on the packing slip which is required to guarantee the trade value(s).
  2. Games condition indicated on order was not the condition received (damaged, scratched or unplayable) by our Distribution Center. Games must be in good, working and playable condition and arrive COMPLETE with all elements undamaged, not manipulated, changed, unmarked, and in original packaging. This includes but not limits to, the correct disc(s) or cartridge(s), manual, cover art, bundled accessories, UPC, and case.
  3. The trade value was incorrect on website and was corrected accordingly per our Terms of Use.
Why can I save a game to Trade List but cannot add it to Trade Cart?
1. If the “Add-to-Cart” button is not available on popup or the “Checkbox” is disabled on the “Trade List”, that means we are currently not accepting trade-ins for that game at the moment.
  1. Trade orders was not received by postmarked date on the packing slip which is required to guarantee the trade value(s).
  2. Games condition indicated on order was not the condition received by our Distribution Center. Games must be in good, working and playable condition and arrive COMPLETE with all elements undamaged, not manipulated, changed, unmarked, and in original packaging. This includes but not limits to, the correct disc(s) or cartridge(s), manual, cover art, bundled accessories, UPC, and case.
What does the “Not Tradeable” game status mean?
1. It means we are currently not accepting trade-ins for that game at the moment but check back soon.
How do I reprint a packing slip for a Trade Order?
1. No problem! Simply, log into your account by going to http://www.gamemine.com.
  
  To reprint a packing slip for a trade order properly:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select the “Trade List” tab.
  4. Under the “Orders” section, click on the icon next to the “Packing Slip” text.
  5. Reprint the Packing Slip accordingly and mail your package by postmarked date.
  Please keep in mind the following when you reprint a packing slip for trade order:
  1. Trade orders must be postmarked by the specified date for the trade value(s) on the packing slip to be guaranteed for accepted items.
  2. Games must be in good, working and playable condition and arrive COMPLETE with all elements undamaged, not manipulated, changed, unmarked, and in original packaging. This includes but not limits to, the correct disc(s) or cartridge(s), manual, cover art, bundled accessories, UPC, and case unless other options are available via “GamePerks”.
  3. Games accepted will be purchased from you by Gamemine and you will be paid with Gamemine Store Credits or Cash Back issued via PayPal or Check unless otherwise specified by Gamemine.
  4. Games not accepted may be returned to you at no cost to you and Gamemine Store Credits will not be issued. Notwithstanding, should you forward any game to Gamemine not acceptable or excluded as an allowable trade to Gamemine, you shall be responsible for the cost of the return of the game from the Gamemine Distribution Center and no Gamemine Store Credit shall be afforded to you.
  5. Games that are materially damaged or that do not match the items on the trade-in list are not eligible for return to you, and may be disposed of and may not be returned to you without any cost incurred by Gamemine for said disposal. All other games not accepted may be returned to you approximately fourteen (14) days from the date of receipt.
  6. Gamemine’s trade-in system is designed for individual gamers, any trade-in order with intention of making profit by, but not limited to, price reductions and close-outs are violations of the fair use of our system. In such incidents, we reserve our rights to cancel your order.
  7. Excessive abuse of the trade-in service will result in limitation of your account.

Trade List

What is a Trade List?
1. Your “Trade List” is your library of video games you own that you potentially would want to trade in for credit or cash.
  
  Please keep in mind the following when you report an order as lost:
  1. Trade orders must be postmarked by the specified date for the trade value(s) on the packing slip to be guaranteed for accepted items.
  2. Games must be in good, working and playable condition and arrive COMPLETE with all elements undamaged, not manipulated, changed, unmarked, and in original packaging. This includes but not limits to, the correct disc(s) or cartridge(s), manual, cover art, bundled accessories, UPC, and case unless other options are available via “GamePerks”.
  3. Games accepted will be purchased from you by Gamemine and you will be paid with Gamemine Store Credits or Cash Back issued via PayPal or Check unless otherwise specified by Gamemine.
  4. Games not accepted may be returned to you at no cost to you and Gamemine Store Credits will not be issued. Notwithstanding, should you forward any game to Gamemine not acceptable or excluded as an allowable trade to Gamemine, you shall be responsible for the cost of the return of the game from the Gamemine Distribution Center and no Gamemine Store Credit shall be afforded to you.
  5. Games that are materially damaged or that do not match the items on the trade-in list are not eligible for return to you, and may be disposed of and may not be returned to you without any cost incurred by Gamemine for said disposal. All other games not accepted may be returned to you approximately fourteen (14) days from the date of receipt.
  6. Gamemine’s trade-in system is designed for individual gamers, any trade-in order with intention of making profit by, but not limited to, price reductions and close-outs are violations of the fair use of our system. In such incidents, we reserve our rights to cancel your order.
  7. Excessive abuse of the trade-in service will result in limitation of your account.

Problems

What do I do if I mailed a trade order, but you haven’t received it?
1. There may be a USPS postal delay with your trade order submission. We ask our members to wait at least seven (7) days to receive a confirmation via email before reporting the order as “LOST”. On the eighth (8^th) day of non-receipt, please log into your account by going to http://www.gamemine.com.
  
  To report the order properly as lost:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Report Problem”.
  4. Under the type of problem, click on "Trade" and select the “Trade Order” with problem.
  5. Provide the tracking information that confirms we received your Game(s) so we can investigate and resolve the problem.
  Please keep in mind the following when you report an order as lost:
  1. Tracking information from USPS, FedEx or UPS is REQUIRED for investigation, verification and confirmation.
  2. An email confirmation will be emailed to you so please retain for your records.
  3. Excessive problems reported may result in your account being permanently suspended.
How can I dispute the trade-in value received on a game?
1. It’s important to note that trade values are very dynamic and are subject to change based on supply and demand. If you feel you should have received a value other than what was specified on your trade order, log into your account by going to http://www.gamemine.com.
  
  To dispute the trade value properly:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Report Problem”.
  4. Under the type of problem, click on "Trade" and select the “Trade Order” with problem.
  5. Select the game and credit received from the drop down option box.
  6. Enter the disputed amount you were expecting to receive for the game.
  Please keep in mind the following when you are disputing a trade value received:
  1. Trade values are not guaranteed on orders not postmarked by the specified date on the packing slip or on games added to trade cart but not submitted promptly.
  2. Games must be in good, working and playable condition and arrive COMPLETE with all elements undamaged, not manipulated, changed, unmarked, and in original packaging. This includes but not limits to, the correct disc(s) or cartridge(s), manual, cover art, bundled accessories, UPC, and case or lesser value may be given or game(s) may not be accepted per our Terms of Use eligibility.
  3. An email confirmation will be emailed to you so please retain for your records.
  4. Excessive problems reported may result in your account being permanently suspended.

Renting Games

General

How do you subscribe to a rent membership?
1. There are multiple ways to subscribe to a rent subscription membership and they are as follows:
  1. From the “Browse Games” or “Platform Page” sections, you can click on the “Rent Icon” under the game and then the “Add-to-Rent List” button.
  2. From the “List” page, click on “Rent” tab and select the “Start Now” button in middle of page.
  3. From the “Game Detail” page for any game, you can click the “Rent Button” then the “Add-to-Rent List” button or the “$6.95” link visible under the “Rent Button” (signed out).
  4. Click on the “Start Renting Now! Only $6.95” ad banner visible on the “Rent List” tab.
  5. From “My Account” (signed in), click on the “Rental Signup” link under the “Rent” section.
What Rent Plans do you offer?
1. We have monthly and prepaid rent subscription membership plans as follows:
  
  MONTHLY PLANS
  - $13.95/month – 1 GAME out-at-a-time + applicable tax
  - $20.95/month – 2 GAMEs out-at-a-time + applicable tax (our most popular plan)
  - $27.95/month – 3 GAMEs out-at-a-time + applicable tax
  Please keep in mind the following when subscribing to a MONTHLY rent plan:
  1. We DO NOT issue refunds for partial months.
  2. i. Unreturned games not received within seven (7) days of cancellation date will be charged $50.00 or retail price (whichever is greater) for each unreturned game.
  3. 3 Game Plans are only available when your account for accounts in good standing for 90-days and becomes eligible for “GamePerks” Rewards.

Rent List

What is a Rent List?
1. Your “Rent List” is a list of requested video games that you generate by listing all the video games you want to play.
  
  Please keep in mind the following when you report add games to “Rent List”:
  1. Select from a selection of thousands of games that are available to rent today!
  2. You are the creator of your own list and are able to add, delete and/or prioritize your video game titles the way you like.
  3. Keep a minimum of seven (7) games on your “Rent List” to ensure continuous shipping of the games you want to play.
How many games should I put in my Rent List?
1. We suggest that you keep a minimum of seven (7) games on your “Rent List” in order to avoid delays in processing your service.
We put games on our Rent List. Is there anything else we need to do?
1. No there isn't. You've done everything you need to do. Our distribution system will search for available titles from your “Rent List”, looking for your top priorities first. Once we've located the titles we ship them automatically to you. When we receive a returned game the distribution system starts the search for your next title all over again.
Can I add unreleased games to my Rent List?
1. Yes! You may add unreleased games to your “Rent List”. 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.
Why did I receive a game not at the top of my Rent List?
1. 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 “Rent List”. Once we find a game title that was available from your list we shipped that one immediately. Be sure to keep a minimum of seven (7) games on your “Rent List” to ensure continuous shipping of the games you want to play.
  
  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 “Rent List” does let us know to increase our supply levels for that game!

Shipping

When do you Ship? / How long will it take to get my games?
1. 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 to 7 days, which is the expectation of the US Postal Service. Sometimes mail may take 2-days longer. We sincerely appreciate your patience as you await your games.
Why aren't my games shipping?
1. Either your account is ineligible for another game as yet, or there has not yet been a game available from your “Rent List” to be shipped to you. Here are the things you should check:
  1. 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, you will be sent a "Shipped Game Notification" notification as well as it displaying within your “Rent History”.
  2. Check to make sure you have enough games on your “Rent List”. If you don’t have a minimum of seven (7) games, it may cause significant delays in our ability to get you the games you want to play.
  3. If neither of these seems to be the problem, please allow us 1 to 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 contact us about the problem so that one of our friendly Customer Service Representatives can research the problem in order to assist you.
How do you notify us of shipments?
1. A "Shipped Game Notification" will be sent to you every time a game has been shipped.
  
  This information can also be viewed from your rental history in “My Account” when you log onto to your Gamemine account by going to http://www.gamemine.com.
How do I return my rental games back to the Distribution Center?
1. Gamemine sends your game in a two-way 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 for USPS First-Class mail service. Once we receive your game, we will ship the next available game from your Rent List.
  
  NOTE: If you have any outstanding games upon cancellation of your service, they must be returned to our Distribution Centers within seven (7) days of a member’s cancellation date or they will be considered “Unreturned”. As per our Terms of Use, we charge either the retail price of the game or $50.00 (whichever is greater). If the game is returned to us within 30-days, we will refund the unreturned game fee(s).
How can I tell when you have received a returned game?
1. A "Returned Game Notification" will be sent to you every time a game has been returned.
  
  This information can also be viewed from your rental history in “My Account” when you log onto to your Gamemine account by going to http://www.gamemine.com.
If my mailer becomes damaged, can I get a replacement?
1. Simply log into your account by going to http://www.gamemine.com.
  
  To report prepaid mailer as damaged or lost:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Report Problem”.
  4. Under the type of problem select "Rent".
  5. You will see a list of all the games that was shipped to you “At Home”. Select the appropriate option for “Lost Mailer and/or White Sleeve” to report problem.
  6. Follow the provided instruction accordingly to return game properly.
Can I return two games in one Mailer?
1. If you no longer have the postage-paid mailer to return the Game, you can either:
  
  1. Mail up to 2 Games in the same mailer.
  
  OR
  
  2. You may mail your Game to (include your Gamemine account email address):
  
  Mailing Address:
  GAMEMINE
  P.O. Box 810940
  Boca Raton, FL 33481-0940
Why did another Distribution Center process my order?
1. 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.
Where are your distribution centers located?
1. We have distribution centers in the following states: Florida, New Jersey and Las Vegas.
What is 2xSPEED?
1. 2xSPEED was NOT discontinued with the relaunch of the Gamemine website on October 31, 2010, the program is now a part of our regular rental subscription service. Through tracking software and integration with the United States Postal Office (USPS) Confirm Service, we receive real time tracking of the prepaid First-Class mailers at the point of entry into the mail-steam. Once you take the mailer to the post office to return the game, the game is checked in by the Post Office, and the next available game on your “Rent List” is sent from your assigned Distribution Center expediting the process of rental rotations if a game is eligible under the terms and conditions of your subscribed rent plan.
  
  Please note that 2xSPEED WILL NOT be processed if one of the following occurs:
  - i. Your mail is processed at a U.S. Postal Service facility that does not have scanning equipment.
  - ii. Your mail is not processed according to U.S. Postal Service standard operating procedures.
  - iii. The barcode on your mailer is damaged.
What do the Game “Availability” Statuses mean?
1. The inventory statuses below will show you the likelihood that a game title will ship today:
  - Available – Game has more copies available than there are requests (100%).
  - High – Game has fewer copies than requests available (75%).
  - Medium – Game is in high demand (50% to 74%).
  - Low – Game is in very high demand (25% to 49%).
  - Not Released – Game has not been released to the public by the Publisher.
  - At Home – Game is currently rented out by Customer.
  - On List – Game is currently on the your “Rent List”.
  - Unknown – Game inventory availability cannot be determined.
  - Not Rentable – Game currently not eligible to be rented by any Customer.
  Please keep in mind the following when you reviewing these statuses:
  1. It’s recommended that you add a minimum of seven (7) games on your Rent List including games that are “Coming Soon” (future releases) to ensure your game shipments go uninterrupted.

Problems

What do I do if my game hasn’t arrived yet?
1. 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. Sometimes First-Class 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 eighth (8th) day after the ship date, please report this game as "LOST" by logging into your account by going to http://www.gamemine.com.
  
  To report game properly as lost:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Report Problem”.
  4. Under the type of problem select "Rent".
  5. You will see a list of all the games that was shipped to you “At Home”. Select the appropriate option for “I haven't received the Game yet” to report problem.
  6. Return the game using the prepaid mailer back to our Distribution Center for replacement.
  Please keep in mind the following when you report a game lost:
  1. An email confirmation will be emailed to you so please retain for your records.
  2. Excessive problems reported may result in your account being permanently suspended.
What do I do if I mailed a game back, but you haven’t received it?
1. There may be a USPS postal delay with your video game rental. We ask our members to wait at least seven (7) days to receive a "Returned Game Notification" via email before reporting the game as “LOST”. On the eighth (8^th) day of non-receipt, please log into your account by going to http://www.gamemine.com.
  
  To report game properly as lost:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Report Problem”.
  4. Under the type of problem select "Rent".
  5. You will see a list of all the games that was shipped to you “At Home”. Select the appropriate option for “I mailed the Game back but Gamemine has not received it” to report problem.
  Please keep in mind the following when you report a game lost:
  1. Please allow up to seven (7) days for the Distribution Center to receive and process the game that was returned.
  2. An email confirmation will be emailed to you so please retain for your records.
  3. Excessive problems reported may result in your account being permanently suspended.
I found a game I reported lost. How do I get it back to you?
1. We ask that you please return the game to our Distribution Center in the prepaid return mailer. If you no longer have the pre-paid return mailer, just may mail the game to the address below and include your Gamemine account email address.
  
  Mailing Address:
  Attn: Lost Game
  GAMEMINE
  P.O. Box 810940
  Boca Raton, FL 33481-0940
What if I receive the wrong game?
1. Please accept our sincerest apologies for sending the incorrect video game. Please report this game as "IMPROPERLY SHIPPED" by logging into your account by going to http://www.gamemine.com.
  
  To report game as improperly shipped:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Report Problem”.
  4. Under the type of problem select "Rent".
  5. You will see a list of all the games that was shipped to you “At Home”. Select the appropriate option for “I received the wrong Game” to report problem.
  6. Return the game using the prepaid mailer back to our Distribution Center for replacement.
  Please keep in mind the following when you report a game as improperly shipped:
  1. Wrong games sent in error must be returned within seven (7) days of reporting it or your account may be charged $50.00 or retail price (whichever is greater) for each unreturned game.
  2. An email confirmation will be emailed to you so please retain for your records.
How do I get back a personal game I returned by accident?
1. For your protection, please return our game and include your account email address to the address specified below via certified mail to avoid further charges to your account. Once we have received our game, we will return your game via certified mail.
  
  Mailing Address:
  Attn: Personal Game
  GAMEMINE
  P.O. Box 810940
  Boca Raton, FL 33481-0940
What if the game shipped is damaged, scratched or unplayable?
1. Before reporting this game as damaged, please try cleaning the video game disc by wiping it with a clean, soft cloth.
  
  If you are still experiencing problems, please report this game as "DAMAGED" by logging into your account by going to http://www.gamemine.com.
  
  To report game properly as damaged:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” link next to your name at top of page, then select “Report Problem”.
  4. Under the type of problem select "Rent".
  5. You will see a list of all the games that was shipped to you “At Home”. Select the appropriate option for “Game is damaged, scratched or unplayable” game to report problem.
  6. Return the game using the prepaid mailer back to our Distribution Center for replacement.
  Please keep in mind the following when you report a game damaged:
  1. Damaged games must be returned within seven (7) days of reporting it as damaged or your account will be charged $50.00 or retail price (whichever is greater) for each unreturned game.
  2. An email confirmation will be emailed to you so please retain for your records.
  3. Excessive problems reported may result in your account being permanently suspended.
I do not have the sleeve that the game goes in. What do I do to return it properly?
1. If you no longer have the pre-paid return mailer or sleeve, simply log into your account by going to http://www.gamemine.com.
  
  To return game sleeve properly as lost:
  1. Click on “Login” at the top of the page.
  2. Enter the information to login to your account.
  3. Click on “List” next to your name at top of page, then the “Report Problem” link.
  4. Under the type of problem select "Rent".
  5. You will see a list of all the games that was shipped to you “At Home”. Select the appropriate option for “Lost Mailer and/or White Sleeve” to report problem.
  6. Follow the provided instruction accordingly to return game properly.

Account Profile

Sign-Up

How do I create a Gamemine profile?
1. Click the "Sign Up" link or button anywhere on the website and confirm your email address.

My Account

How do I change my rent subscription plan?
1. Log into your account by going to http://www.gamemine.com.
  
  To complete the change plan process:
  1. Click on "Login" at the top of the page.
  2. Enter the information to login to your account.
  3. Select the blue arrow next to your name at top of page for "My Account".
  4. Click on "Change Plan" link under the "Rent" category section.
  5. You will see information about your current plan on this page. Select your desired plan and click on "Start Now" for the plan you want to upgrade or downgrade to.
  6. Review the details of the new plan selected and click "Confirm".
  Please keep in mind when changing your rent plan:
  1. We DO NOT issue refunds if you downgrade your plan in the middle of your billing cycle.
  2. The billing amount will change on your next billing cycle.
  3. Your new plan information can be found on the Terms & Details page.
How do I change my shipping address?
1. Log into your account by going to http://www.gamemine.com.
  
  To complete the address change process:
  1. Click on "My Account" from the left side menu bar.
  2. Click on "Name and Address" link under the "Account Info" section.
  3. Enter in your correct shipping address. Please double information to ensure your games are shipped to you in a timely manner.
  4. Click "Save" when you are done.
How do I change my email or password?
1. Log into your account by going to http://www.gamemine.com.
  
  To complete the change password process:
  1. Click on "Login" at the top of the page.
  2. Enter the information to login to your account.
  3. Select "My Account" from the menu bar.
  4. Click on "Login/Password" link under the "Account Info" section.
  5. Type in your new password twice and click "Save" to have your password changed.
What are GamePerks Rewards?
1. “GamePerks” is Gamemine's Rewards Loyalty Program that through accounts remaining in good standing for a period of time will become eligible to receive the benefits (prizes, sweepstakes, promotions, giveaways, enhanced website features) of the “GamePerks” Rewards Program ("GamePerks"). “GamePerks” Program will be revamped over the course of the next couple months with new rewards associated with the program.
What happened to my “GameBucks”?
1. “GameBucks” have been removed from the newly relaunched website on October 31, 2010 to adopt the Credit System incorporated to manage trades, promotions and shipping. However, current Members who have accrued “GameBucks” will receive a conversion of their “GameBucks” to Credits that can be used for purchases at Gamemine. The conversion is currently being performed, and you will receive notification of the issuance of Credits shortly after that will be attributed to your account so long as you remain in good standing. With the release of the “GamePerks” Program in the coming months, Gamemine will reintroduce a similar program as “GameBucks” using the Gamemine Credits System.
What happens at the end of my pre-paid membership?
1. Gamemine will begin to bill your credit card for monthly membership fees plus applicable sales tax at the completion of the pre-paid period, unless you choose to cancel prior to the end of the pre-paid period.

Billing & Collections

What payment methods do you accept?
1. Credit or Debit Cards for Visa, MasterCard or American Express.
Where can I send billing issues for resolution?
1. Simply click on "Contact Us" link at the bottom of any page or email customerservice@gamemine.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.
What is the fee for unreturned rent games?
1. Games that are not received at one of our Distribution Centers within seven (7) days of a member’s cancellation date are considered "Unreturned". As per our Terms of Use, we charge either the retail price of the game or $50.00 (whichever is greater). If the game is returned to us within 30-days, we will refund the unreturned game fee(s).
When is my rent subscription billing date?
1. Your billing date is the first day of your monthly service.
  
  NOTE: If you signed up at the end of the month, your billing date may be adjusted over time as not all months have 29 to 31 days.

Cancellations

How do I cancel my rent membership account?
1. In order to cancel your account, you MUST do so from www.gamemine.com.
  
  To complete the cancellation process:
  1. Click on "Login" at the top of the page.
  2. Enter the information to login to your account.
  3. Select "My Account" from the menu bar.
  4. Click on "Cancel Membership" link under the "Rent" category section.
  Please keep in mind the following when you cancel your membership:
  1. Cancellation will be immediate. We DO NOT issue refunds for partial months.
    
    NOTE: Unreturned games not received within seven (7) days of cancellation date will be charged $50.00 or retail price (whichever is greater) for each unreturned game.
  2. A cancellation email confirmation will be emailed to you so please retain for your records.
Do you refund unused portions of the month if I cancel early?
1. As stated in our Terms of Use, we do not credit charges for monthly service.
Before I cancel, do I have to mail the game(s) back?
1. You can cancel your rent account anytime whether your games are returned to us or not. Games not received within seven (7) days of cancellation date will be charged $50.00 or retail price (whichever is greater) for each unreturned game.
How can I get a refund for my unreturned game fee?
1. All you have to do is return the game within 30-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.

FAQ Quick Links

Buying Games

General

Buy List

Problems

Trading Games

General

Trade List

Problems

Renting Games

General

Rent List

Shipping

Problems

Account Profile

Sign-Up

My Account

Billing & Collections

Cancellations

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