FAQ's

Your download details are sent in a separate email from your order confirmation, so please check your junk or spam folder first. You should also confirm that the email address entered at checkout is correct.

If you still cannot find it, contact our support team and we will resend your access.

Your download link does not expire, so you can return to the original email you received after purchase and use the link there.

If you no longer have access to that email, please contact our team and they can resend it for you.

If you have downloaded the ZIP folder, you will need to extract it before accessing the contents. This can usually be done by right-clicking and selecting “Extract All” on Windows or double-clicking the file on Mac. Mobile devices typically allow you to open ZIP files directly through the Files app. 

If you are unsure, we recommend searching for instructions specific to your device.

Most of our games are digital or online experiences, so if you have received a download link or access code, you have purchased a digital product. We do offer a selection of physical game kits in the UK, US, and Canada, which are listed separately on our website. Any games purchased outside of these areas will be digital. 

If you are unsure which game type you have purchased please contact our team.

If you entered the wrong email address, please contact our support team as soon as possible and we will assist with this.

Order changes or cancellations may be possible depending on the status of your order, so you should contact our team immediately with your order number, email address and any other relevant details and we will do our best to assist.

If you ordered the wrong version, such as a digital product instead of a physical one, we can help arrange an exchange. This may include issuing a gift card, exchanging the product with any additional costs, or refunding the original item once the correct version has been purchased.

You will need to contact the team for further assistance in this process.

Please check your spam or junk folder first, as confirmation emails can sometimes be filtered there. If you still cannot find it, contact us and we will confirm your order.

Delivery for most game kits within the UK, US, and Canada typically takes between three and five business days, while accessories may take up to ten business days.

If tracking is available, it will be sent to you by email once your order has been dispatched. If you have not received tracking details, you can contact our team for assistance.

If your order has not arrived within the expected timeframe, please contact our support team with your order number, delivery address and details about the issue so we can investigate this for you.

You should first check with neighbours or any safe places around your property, as parcels are sometimes left nearby.

If you still cannot locate it, contact our team with your order details and we will help resolve the issue.

You will need to contact our team in order to start a return or refund.

Please refer to the Returns and Refunds section on our website, where full details regarding our policies are provided. If you are unsure whether your order is eligible, our support team can review this for you.

Once a refund has been approved, it is processed promptly, but the time it takes to appear in your account can vary depending on your payment provider.

Refunds will be made to the account used during payment.

For full details on timelines, please refer to our Returns and Refunds policy.

Digital products are generally non-refundable.

However, if you experience an issue with your purchase, we will always work with you to resolve it before considering a refund.

Full details can be found in our Returns and Refunds policy.

Yes, you can return a boxed game however, returns will only be accepted if the item has not been opened, our team will ask for images of this prior to actioning a return. 

Returns are also subject to shipping costs which may vary per product and region depending on your return centre location. Our team may also ask for confirmation that the return has been sent in order to speed up the process.

Once the return has been received or confirmed we will begin the refund process. 

Once your returned item has been received and processed, your refund will be issued in line with our policy, typically refunds are recieved within 7-10 working days.

Murder mystery games usually last between 1.5 and 3 hours depending on your group size and how you choose to play.

For example, a group of 20 players will likely take around 3 hours.

These timings are a rough guide given by our team as each group will have variables in play which can alter the time taken.

These games are designed for groups of between four and twenty players, depending on the version purchased.

Each player is assigned a character and takes part in structured rounds involving introductions, clues, and discussions, with the murderer revealed during gameplay and the group working together to solve the mystery.

You can checkout our How To Play section on our website for a more detailed overview.

Many of our murder mystery games can be replayed because the murderer is randomly selected, meaning the outcome can change each time.

Cold case games typically take between 1 to 3.5 hours, although this can vary depending on your group size, approach and specific game.

You will work through a collection of evidence such as documents, photos, and clues, gradually uncovering information and solving the case step by step.

You can checkout our How To Play section on our website for a more detailed overview.

Up to six devices can access one game code. However, this does not mean you are limited to six players, you can use digital screensharing or physical screensharing to expand player numbers.

Cold cases work well for solo players or small groups.

There is no time limit, there will be a timer on the platform, however this does not run out so you can complete the game at your own pace.

You can revisit the case after completing it, but the game does not reset, so previously unlocked content will remain accessible.

Most escape room games take between forty minutes and one hour to complete, although you can move through at your own pace.

There is no time limit, there will be a timer on the platform, however this does not run out so you can complete the game at your own pace.

Up to six devices can access one game code. However, this does not mean you are limited to six players, you can use digital screensharing or physical screensharing to expand player numbers.

Cold cases work well for solo players or small groups.

Escape room games are designed as a one-time experience, as puzzles remain solved once completed.

Escape rooms are self lead experiences where players work through a series of puzzles to progress the story.

You can find more information on our How To Play section on our website.

Outdoor games typically take between two and three hours to complete, depending on your pace, group size and additional stops along the way.

They are designed for couples, families, and small groups, and are ideal for exploring a location in an interactive way

You will follow a route through real-world locations, solving clues and progressing through the story as you move between points.

You can find more information on our How To Play page on our website.

The game can be replayed, but the answers will remain the same.