Frequently Asked Question (F.A.Q.)

Before contacting our customer support, please read this FAQ carefully. You may find your answer here.

If you need to reach our customer support team, please click Here



What is a pre-order?

A pre-order is an order you place prior to the official release date of a product. This option is often available for limited editions. You place a pre-order by entering all your details, similarly to a direct order, but you will not be charged immediately. Your account will be debited only a few days prior to shipping or digital delivery. You will receive a reminder email before you are charged and may modify your payment information.

What is the difference between a pre-order and a pre-purchase?

A pre-order is an order you place for a product which will be released and shipped at a later date, but for which you will not be charged until within a few days of shipping.

A pre-purchase is a pre-order for which you will be charged immediately upon placing your order.

The product I wish to buy is out of stock, can I still place an order?

Unfortunately, you cannot order this product at this moment. You may be presented with the ability to register to a waiting list or an email list to receive further updates about a product. To be the first to know when the product will be available, you can click on the Waiting List or Email List button and sign up to the waiting list and email list, so we may contact you as soon as you will be able to complete your purchase and be delivered within the best delays.

I have been placed a waiting list, what will happen now?

We would like to assure you your email has been retained and you will receive a notification as soon as the product becomes available. For highly demanded products, you may have a window of a few hours to place your purchase, before the following customers gain access to the new stock. Due to the demand on the stock, we thank you for understanding we follow a “first arrived first served” policy, and encourage you to place your order as soon as you receive the email.

How do know I have successfully placed my order?

If your order has been successfully registered, you will receive a confirmation email. Please check all your inboxes, including spam and, for Gmail users, your Promotions inbox for your confirmations email.

I haven’t received a confirmation e-mail. What should I do?

First, please check that the confirmation email is not in your spam box, and if you are using Gmail, please also check your Promotions inbox. If you cannot find your confirmation email in any of your inboxes, please contact our customer support.

Where can I find my order ID?

You can find your order ID in your order confirmation email. Your order ID is important to track your order, to make modifications or any other request pertaining to your purchase.

The page keeps telling me my order is pending. What should I do?

If your page freezes and your order confirmation is not processing, please check your inbox, as your order may have gone through and you could have received a confirmation email.

If you do not find any proof of confirmation of your order, please contact our customer support

After my purchase, I have been notified my purchase requires additional verifications. What does this mean? How long will it take?

Your order may be subject to verification. In order to verify your order, you may be asked to follow a simple process through your phone. The verification process may also require you to provide further personal information such as a proof of ID or other.

Please note, if your experience any difficulties during the verification process, please contact our customer support.

I made a mistake when entering my personal information. How can I change it?

Please contact our customer support, explaining what needs to be modified. We will make the changes for you. After this date the dispatch will automatically be made to the address you have provided.


Which payment methods can I use?

We accept all payments from verified Paypal accounts and the following banking cards: Visa Debit, Visa Credit, Visa Electron, MasterCard Credit, MasterCard Debit, Discover.

You may pay with your American Express card through the Paypal website.

Which currencies can I pay with?

You may pay with US Dollars in US and Canada, British Pound in the UK and Australia, and Euro in other served countries.

*Currency exchange fees may apply, please refer to your Bank/Payment Card Provider for further information.

Is the payment secure?

Yes, it is. All information sent to the payment service providers is encrypted and protected with the latest SSL technology, most widely used in the world, which guarantees the transmission of this sensitive information to be secure. Moreover, we do not store any card details on our servers. Please not your transaction statement will be labeled “Scalefast” on your bank account.

Why is my transaction labeled Scalefast on my bank statement. Shouldn’t it be Sega?

Scalefast Inc. is a Sega trusted partner and the authorized seller of the products of the official Kaufen Sie Football Manager 2020 website. By purchasing products from this website, you conclude an agreement with Scalefast Inc. Therefore, on your bank statement, your transaction will not be labeled Sega, but Scalefast Inc.

When will the sum be debited from my account?

For pre-orders, you will be contacted a few days before shipping and will be reminded that your account will be debited.

Do I need to pay additional taxes when I check out?

Prices on the Store may be subject to variation and you may be subject to taxes upon check out, according to your country and state of residence. Please note, we are not responsible for all costs which are or pertaining to customs costs.

I'm having trouble with my Paypal payment, what can I do?

We suggest you check your balance on your Paypal account and make sure you are using a verified Paypal account. Please also note we do not accept payments with eCheck.

Do the payment and delivery address’ personal information need to be the same?

The name, card information, and the delivery’s addressee do not necessarily need to correspond. You may send your order to a third party.

Do you have access to my card details?

No, we do not have access to your card details as your banking information is stored by the payment service provider and all transactions are protected by the latest SSL technology. For further details, please refer to the Terms & Conditions of Sale.

My payment attempts has failed multiple times, how can I purchase my product?

If your attempts to place an order have failed repeatedly, we recommend you change payment methods.

An error occurred during my payment, what should I do?

If an error has occurred during your payment, please try placing your order again later. Should any complications arise, please contact our customer services to signal this error.

Where can I find my order’s details?

You may find you order details in your confirmation sent to your mailbox upon completion of your purchase.

Where can I get an invoice for my order?

An invoice is sent out to you, attached, to your confirmation email.


When will I receive my product?

We do our best to deliver your order on the day of the release. However, shipment delivery may vary according to your location or shipment method.

As soon as your package is dispatched, you will receive a tracking number by email, giving you an estimated delivery date.

Who manages my delivery?

Our logistics service provider is Technicolor in the US and PDQ in Europe. The delivery can be handled by various carriers depending on your country: USPS, UPS, DHL, DPD.

Where can I be delivered?

Are eligible for physical delivery, only the residents of the following countries: USA, Canada, Australia and Europe. You can find the list of authorized countries when submitting your shipping information at checkout.


What procedures should I follow to return my product and get a refund?

For any inquiries pertaining to a return, please contact our customer support