We would like to thank each and every one of our customers for choosing to shop with EB Games Canada. We truly appreciate you, and we’re working diligently to ensure we can cater to your gaming needs during these unprecedented times. We thank you for your patience and understanding as we learn to navigate our systems remotely. In an effort to provide as much information to you as possible at this time, we’ve compiled a list of the most frequently asked questions below.

Frequently Asked Questions

I submitted a request to your Customer Service team/Social Media team but haven’t received a reply. How can I get ahold of you? Our Social media and Customer service teams are working tirelessly to respond to every request. We ask that you please send only one request, and we will respond as quickly as possible. Duplicate requests are unfortunately causing bottle necks that increase response times. The most common questions we’re receiving are answered below. If you have a question pertaining to an open order please, send a message to help@ebgames.ca with your order number and we will treat those requests as a priority. ↑ Back to questions

What are the shipping timeframes for orders made at EBGames.ca right now? We are taking measures to ensure the safety of our Distribution Centre associates. As a result, order processing timeframes are currently delayed by a few days. Please visit our Shipping Information page up-to-date information on expected delivery times. ↑ Back to questions

Is it possible to reclaim the deposit I paid for a product in store? Your deposit will be held for you indefinitely. When our stores re-open, you will have the ability to apply your deposit to the item you pre-ordered, transfer this deposit to a new pre-order, cancel your pre-order to receive a refund for your deposit, or apply the deposit to a product purchase. ↑ Back to questions

Can my Pick Up At Store reservation be shipped to my home? Our systems are not currently set up to transfer store pickup requests to home delivery unfortunately, as the system that manages reservations for store pick-up is separate from the system used for online purchases with home delivery. If you paid a deposit when placing your pre-order for store pickup, when our stores re-open, you will have the ability to apply your deposit to the item you pre-ordered, transfer this deposit to a new purchase, cancel your pre-order to receive a refund for your deposit, or apply the deposit to a product purchase. ↑ Back to questions

Can I request a cancellation for a pre-order I made in store while stores are closed? Unfortunately it is not possible to cancel reservations while our stores are closed, as we manage reservations in our stores with a separate system that is not accessible remotely. When our stores re-open you will have the ability to cancel your store pick-up pre-order, and will have the ability to receive a refund at that time. ↑ Back to questions

What if I don’t want to go into a store because I feel unsafe, or if I feel I may be a risk to other customers or associates as I am not feeling well? What will happen to my pre-order? Can I still return a product I purchased for a refund or exchange? If you do not feel safe or feel unwell, please stay home! We will save your pre-order for pickup when you feel comfortable to visit a store and/or it is safe to do so. ↑ Back to questions

Are all stores open for business? Yes! All our stores are have re-opened! Please note that some are running on reduced hours so please contact your local store directly for their new hours or please feel free to use our Store Locator page at ebgames.ca. ​ ↑ Back to questions

Am I able to return or exchange a product still at my local store? Absolutely! We have established procedures in stores to safely manage returns and exchanges for products purchased in store. If you purchased an item at ebgames.ca and would like to return or exchange an item in store you are more than welcome to do that, again following our returns and exchanges policy. ↑ Back to questions

Are you still honoring warranties? Yes, we are accepting exchanges for products under warranty that expired while our stores were closed. Our regular warranty policy is in place for all sales going forward. ↑ Back to questions

What measures are you taking to protect customers and associates? ​ Before opening our stores, we performed a deep clean on all surfaces, including payment pin-pads, counters, door handles and doors. In addition, we have marked off our line queue with 6-foot interval markers to ensure social distancing, and are limiting each store’s capacity to a maximum number of customers at one time depending on the size of the store; please note in some provinces, the amount of customers permitted may be lower due to the number of associates working. We have provided PPE and cleaning supplies including sanitizer to all stores and have trained our associates on how to properly use and dispose of such items. In a city or town where the local government or public health authority has mandated the use of masks or face coverings in public indoor spaces, all associates and customers are required to do and we have provided our associates with comprehensive training to ensure they understand the proper use, benefits and disposal of these items. In the case where there is a legitimate medical reason why a mask or face covering may not be worn, we would simply ask/remind the customer to social distance of at least two (2) metres while shopping. We can also offer alternate ways to shop such as ebgames.ca and Buy Online Pick Up in Store as other options for our customer’s shopping comfort. Again… and we cannot stress this enough… our goal here is to keep our customers and our associates safe and healthy and our protocols are continuously monitored and modified as things evolve and we learn more. ↑ Back to questions

What about trades? Can I still trade in my games and accessories during this time? For sure! We want you to know that we are taking your trades and our store teams can help you with the credit amounts you will receive. We have also setup new in store procedure for handling trades and processing them before are put out on the floor for sale as Playd. This ensures both your safety and that of our associates while still helping you to save money towards your next purchase through our trade program. ↑ Back to questions

I want to purchase an item that is currently out of stock on your website. How can I purchase it? We regret to inform you that we're unable to provide estimates on restock dates for all items on our site at this time. We do not currently have a wait list option for our catalogue items, but will add additional stock to our site for purchase as we receive new shipments. ↑ Back to questions

Am I able to return or exchange a product at my local store once it re-opens? Yes! We have established procedures in stores to safely manage returns and exchanges. If you made a purchase in store between February 21, 2020 and March 20, 2020, you will have the ability to return the item you purchased for an exchange or refund for a period of 30 days after your local store re-opens. As always, returns and exchanges will need to adhere to our Return Policy. If you purchased an item at ebgames.ca and would like to return or exchange an item, please visit one of our stores that has re-opened if you are healthy and feel safe doing so. If your local store is not open yet, you do not feel safe visiting or feel unwell, please contact our Customer Service team at help@ebgames.ca for assistance. ↑ Back to questions

Am I able to get a refund for a product I purchased when my local store re-opens? Yes! If you would like to receive a refund for a product purchased in store between February 21, 2020 and March 20, 2020, or for a deposit paid when pre-ordering an item you’d no longer like, we will work with you to process a refund at your local store. You will have the ability to return any item you purchased for an exchange or refund for a period of 30 days after your local store re-opens. Please note that refunds for product purchases must adhere to our Return Policy. If you purchased an item at ebgames.ca and would like to receive a refund for an item, please visit one of our stores that has re-opened if you are healthy and feel safe doing so. ↑ Back to questions

I purchased a product with a warranty while your stores were open, but the warranty expired while your stores were closed. Am I able to return my product for an exchange? Yes! We are accepting exchanges for products under warranty that expired while our stores were closed. Exchanges will be granted for a period of 30 days after each store re-opens. ↑ Back to questions

Can I transfer my pre-order from a store that is not open to a store that is now open? This is not possible at this time due to technical limitations unfortunately. ↑ Back to questions

What if I don’t want to go into a store because I feel unsafe, or if I feel I may be a risk to other customers or associates as I am not feeling well? What will happen to my pre-order? Can I still return a product I purchased for a refund or exchange? If you do not feel safe or feel unwell, please stay home! We will save your pre-order for pickup when you feel comfortable to visit a store and/or it is safe to do so. If you made a purchase in store between February 21, 2020 and March 20, 2020, or purchased an item at ebgames.ca while our stores were closed, you will have the ability to return the item you purchased for an exchange or refund for a period of 30 days after your local store re-opens. Please note that refunds for product purchases must adhere to our Return Policy. If you did not pay a deposit for an item you pre-ordered in store, please feel free to place a new order at ebgames.ca, and we will ship the item directly to your home. ↑ Back to questions

Do you offer curbside pick-up? We are unable to offer curbside pick-up at this time due to technical limitations, but we are working quickly to make this option available. We will post an update on this page once curbside pick-up is available. While we are not currently able to offer curbside pickup, we are following strict procedures to protect our customers and associates. Please see What measures are you taking to protect customers and associates? above for more information. ↑ Back to questions

How are you managing in store trade-ins during COVID-19? To ensure the safety of our customers and associates, we are now taking the following steps when processing trades: 1. After arriving at one of our stores with the item(s) you’d like to trade, one of our associates will direct you to our new designated TRADE area

2. The associate assisting you will apply personal protective equipment, and will ask that you place your item(s) in a designated protective TRADE tote bin

3. The associate assisting you will assess your item(s), ensuring they meets our trade-in requirements

4. After completing the assessment of your items, the associate will remove their personal protective equipment, and will issue store credit (if eligible) on our Point of Sale. Each business day, all items received will remain in the protective TRADE tote bin, and will be disinfected the following morning by a certified associate. This process will happen to all items received prior to resale or refurbishment. ↑ Back to questions