Larian Studios Forums General About this website Looking for the right email address to contact Larian about a missing shipment?

This isn't Larian's fault, and I'm not blaming them, but I could use some help.

I ordered the Baldur’s Gate 3 - Deluxe Edition PS5 back in March (#000126082) and was looking forward to playing this for the first time.

I was watching the FedEx updates as it got closer and closer until I saw it had been delivered. FedEx delivered it to the wrong house.

I thought I was supposed to open a claim with FedEx so they could try and fix it. I did that immediately, hoping FedEx could contact the driver so they could go pick my game up and actually take it to my house. FedEx blew me off. It wasn't until Friday that I was told "No, you need to tell Larian it never showed up, Larian needs to tell FedEx to fix it."

I emailed merch-support@larian.com with my story, included screenshots (between the photo the FedEx driver took of whichever house they left my game at, and the Googlemaps of my own house, it's obvious FedEx dropped the ball) on Friday and got an auto-response saying it was in the queue and would be answered 'in the order it was received', but I haven't heard back. I thought maybe I had the wrong email so today I tried info@larian.com but that autoresponder said "Careers here, otherwise try support@larian.com or the forums", so I'm trying both.

By now, it's been a week and a half, my game is long gone, and the least FedEx could do is refund my money so I can try buying it again.

Is there a better email address than support@larian.com for me to talk to the store people and tell them that FedEx dropped the ball at the last minute?

So sorry your game went missing!

I suspect that the info@larian.com auto-response might be out-of-date as while Larian’s community management team do drop in here, their support teams don’t so you’d be reliant on someone happening to spot this message and then passing it on to a colleague so it’s almost certainly best to contact support directly. I’m afraid I don’t know the best email for merch-specific questions, but while support@larian.com can get very busy - especially when there’s lots on like a closed beta - I’m sure they will reply.

I hope you get your game soon, and I will drop a note to Salo in the community management team to check I haven’t given you a bum steer.