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Order Information  

  • What is my order status?
  • What payment methods can I use?
    You can find a list of the payment methods we accept in the shopping cart during the purchase process. Our servers encrypt all information submitted to them, so you can be confident that your payment information will be kept safe and secure.
  • Should I use spaces or dashes when I enter my credit card number?
    No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.
  • Does my billing address have to match the address on file with my credit card?
    Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.
  • Why is my credit card being rejected?
    There are many possible reasons for a credit card not being accepted:
    • The card is expired.
    • You have reached or exceeded your credit limit.
    • You have exceeded your daily charge limit.
    • A computer at either end of the transaction is having technical problems.

    If you have problems submitting your credit card payment you can contact Customer Service for help. When contacting Customer Service, please include any error message numbers you received, as well as the order number seen in the shopping cart.
  • When will my credit card be charged?
    • For purchases of downloaded products, your credit card will be charged within a day of the completion of your order.
    • For purchases of physical products, if you purchased using a credit card, you won't be billed until your product is shipped. This includes any backordered products. If your items are shipped separately you will be billed each time a product is shipped.
    • If you have preordered a digital or physical product using a credit card, you won’t be billed until the product is released and/or shipped.

    Please note that online statements for credit cards and debit cards may display a pre-authorization of funds immediately after purchase. Pre-authorizations are typically removed from your credit card transaction history when the full charge processes and funds are withdrawn. However, in some cases, this process can take up to 2 business days for credit cards and 7 business days for debit cards. If you need assistance removing a pre-authorization from your card transaction history, please contact your bank or financial institution.
  • How will the charge appear on my credit card?
    The charge for your order will appear on your credit card as: "DRI*rsg"
  • Can I order without a credit card?
    Yes. In addition to credit cards we accept checks, money orders and wire transfers. If you choose to pay by check, money order, or wire transfer, you will receive instructions on how to send your payment once you submit your order.
  • Do I have to pay sales tax?

    Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.

    The price indicated includes anticipated VAT that we will collect from you based on information you make available to us. The total price may change during the course of the shopping session depending on a number of factors. However, you will have the opportunity to review the final price we will charge before you submit your order.

    A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing). If you are based in the EU and are purchasing for a company registered for VAT, you may not have to pay VAT on your purchase. Please enter your VAT exemption number when prompted during the purchase process. To be prompted for a VAT exemption number, be sure to enter a Company Name when entering your billing information. When your VAT exemption number has been validated, your VAT will be automatically updated to zero, if applicable. In the event that your order does not qualify for VAT exemption, we will not be able to remove this charge from the order. Tax-exempt individuals and entities in the United States can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate and the billing or shipping address on the order must match the address on the certificate. You can fax a copy of your certificate, with order number or invoice to 952-253-8760.

    Instructions are provided during the checkout process for any tax-exempt individuals and entities.
  • How do I get a copy of my invoice?
  • What do I do if I forgot my order password?
  • How will you know where and how to send my physical product?
    If you order a physical product, Shipping Information fields will appear during checkout so you can enter a shipping address and choose a shipping method.
  • How do I start a new order?
    Because our site uses cookies, you may see some items in your cart that you no longer want. Click here to reset your shopping cart contents and start a new order.

Product Information  

Technical Support  

  • How do I get technical support for my product?
    Technical support URL: www.rockstargames.com/support
  • Why do I need to set my browser to accept cookies?
    Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as well as discounts and other attributes of your order. The cookie identifies your cart contents (products, discounts, etc.) or order information (billing and personal information is not saved in the cookie). Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.
  • Are cookies a security risk?
    No. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.
  • How do I set up my browser to accept cookies?
    If you're using Microsoft® Internet® Explorer® 6.0 or higher, on the Tools menu, click Internet Options. Then, in the Internet Options window, click the Privacy tab. The default setting is Medium, which allows you to accept cookies. You can move the slider to change the security setting if it is not set to Medium. If the setting is Custom, click the Advanced button and make sure both first-party and third-party cookies are set to be accepted.

    If you're using Microsoft® Internet® Explorer® 5.x, on the Tools menu, click Internet Options. Click the Security tab. Select the Internet zone and click Custom Level. Scroll to the Cookies options and select Enable.

    If you're using Mozilla® Firefox® 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.

Shipping Information  

  • Has my order shipped?
  • How do I get my tracking number?
  • Do you ship to my country?
    Only US, Canada, and Mexico are valid ship to countries.
  • I live outside the US. Do I have to pay customs fees?
    If you live outside the United States, custom and tariff fees may apply according to your countries import laws. Custom and tariff fees are the sole responsibility of the customer; unfortunately we do not have control of these fees.
  • When will my backorder ship?
    Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, the product will become available within a week. You will receive an email as soon as the product ships. Keep in mind that you will not be charged until your order has been shipped.
  • Can I change my shipping address?
    Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.
  • Can I change my shipping method?
    Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them.

Download Information  

  • Is there anything I should do before I download?
    For best download performance and to protect the integrity of the downloaded file, please disable or suspend any of the following before you download:
    Firewall – A firewall can prevent you from downloading a file.
    Anti-Virus Programs – Anti-virus programs scan downloaded files and can stop a download. As a result, the file may not download or can become corrupted or damaged.
    Download Monitors – Programs such as GoZilla!™ and NetZip are not compatible with our server and can stop a download.
    Screen Saver – Screen savers have been known to interfere with a download or affect system performance during a download. We recommend you disable your screen saver before you download.

    If you need more assistance disabling one of the products listed above, please contact the manufacturer's technical support.
  • How do I download my purchase?

    You can download by either clicking the Download button on the Order Details page or by right-clicking on the Download button and clicking Save Target As in Microsoft Internet Explorer or Save Link As in Mozilla Firefox. Do not rename the download file as this can cause installation problems.

    Where should I save the download file?
    You can save the download file anywhere you like but you should make sure to remember that location or the name of the downloaded file. Most people find it easiest to save their download file on their Desktop.

    What will happen when I download?
    Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

    What should I do after I download?
    When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

    If you have more questions or need help with your download, please contact Technical Support using the information below.

    Technical support URL: www.rockstargames.com/support
  • Is downloading the same as installing?

    No. A download is a simple file transfer. An install is the unpacking and loading of the software on your computer. Most software will walk you through the install process after you download.

    For assistance with the installation, use, or uninstallation of your software, please contact Technical Support using the information below.

    Technical support URL: www.rockstargames.com/support
  • What if the download stops before it completes?
    If your download stops or is interrupted before it completes, simply click the Begin Download button again and the download should resume where it left off. If you need to get to the download page, click here to look up your order.
  • I finished downloading my purchase. Where was the file saved?
    The file was saved in the default "Save As" location specified by your browser, or the location you selected in the "Save As" window that appeared when the download began. If you know the name of the download file, you can search for the file on your computer.
  • How can I re-download software that I have purchased?
    To re-download software you have already purchased, you will need to look up your order and click the Begin Download button.
  • I want to re-download my purchase, but the Download button is gone.
    There are a couple reasons why you wouldn't see a button (where there previously was one) to download your purchase. If the order is older than 30 days, then the download period has expired.
  • How do I get a physical version of my downloaded product?
    Unfortunately, we cannot exchange a downloaded product for a physical version of the same product. To obtain a physical product you must place a new order for the physical product.
  • How do I get my activation key?
    If your product requires an activation key or unlock code, you can usually find it in the Order Confirmation email that was sent to you when you submitted the order. If you do not have your Order Confirmation email, you can get your activation key by looking up your order.
  • What do I do if my activation key is not working?

    First, make sure you have the correct serial number or activation code. You can get your serial number or activation code from the Order Confirmation email that was sent when the order was submitted, or by looking up your order.

    Second, please note that serial numbers, registration numbers, activation codes, and passwords are usually case-sensitive. Make sure you are entering your code in the right case, and also including any dashes or spaces if needed.

Returns and Cancellations  

  • What is your refund policy?
    Pre-orders can be cancelled prior to the availability and shipment date of the product. All other sales are final; we are unable to offer refunds or returns. If an item is received damaged, we allow exchanges for the same item only. To report a damaged or defective item, please contact Customer Service and provide:
    • Name
    • Order Number
    • Photos/documentation of the damage
    • Brief description of the problem

    For shipments damaged in transit, a claim should be filed with the carrier. Please should retain the original packaging at the original delivery location until the claim has been resolved.

  • How do I request a refund?
    To request a refund, look up your order and use the request a refund option to submit your request.
  • How do I cancel my order?
    If you chose to pay by check or money order and have not yet sent your payment, your order will automatically be cancelled after 30 days.

    For orders paid online, you can submit a request to cancel your order on the same day the order was placed (unless your product is on backorder). Please note that your order cannot be cancelled if it has already shipped. Click here to submit a request to cancel your order.

    If your order cannot be cancelled, you will get an email notification when the order is shipped. You can also look up your order to view the shipping status of your order.

  • When will my credit appear on my credit card?
    Your refund credit will appear on your card 5 - 7 business days after we receive your completed letter of destruction (ELOD or LOD).
Still need help?  Contact Customer Service