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Frequently Asked Questions

Shopping Online
How long will it take to ship to my address?
Can’t select Express post?
Credit card payment not working?
How do Multi-Buy Offers (3 for 2, Buy one - Get one Free) work?
Updating address details?
How do I place an order or preorder?
When will I be charged for my preorder?
How do I pay my preorder off, if I placed online for pick up in store?
Can I pay off my preorder for delivery off before the release?
What happens if my preorder payment fails?
Click & Collect
What is Click & Collect?
How can I pay for my Click & Collect order?
When will my Click & Collect order by ready for collection?
How do I collect my Click & Collect order?
Can someone else collect my Click & Collect order on my behalf?
How long will my Click & Collect order be held at store?
What happens if my Click & Collect order is rejected?
Can I cancel or change an order paid for using afterpay or ZipPay?
EB Games Gift Cards
How can I use EB Games Gift Card?
Returns & Refunds
Need to return a damaged or defective item?
Looking to cancel an order?
EB World
How do I activate my account?
Need your password reset?
Changing your email address?
Earning Carrots & Leveling Up?
Lost or stolen EB World card?
Change or stop EB World communications?
Cancelling your EB World membership?
What is the Game Guarantee?
What is the Gift Guarantee?
What is the Birthday Reward for Level I (1) and Level II (2)?
What is the Birthday Reward for Level III (3), Level IV (4) and Level V (5)?
What is the Level Up Bonus?
How do I become a Level V (5) member?
Trade in and preowned
Trade value for games and consoles?
What do I need to trade?
What games and consoles can you trade in?
New Product Warranty Information
Warranty conditions for new consoles?
Console outside of warranty and not working?
Warranty for new games?
Consumer Guarantees
What are my Consumer Guarantees?
General information
Want information on Sponsorship's or Donations?
Covid-19 Information
Covid-19 Information
How does Afterpay work?
What can Afterpay be used on?
Can I cancel or change an order paid for using Afterpay?
Can Afterpay be used in-store?
How do I refund items paid for using Afterpay?
Where can I find more information about Afterpay?
What is Zip?
What can Zip be used on?
Can Zip be used in-store?
Can I cancel or change an order paid for using Zip?
Who can use Zip?
How do I refund items paid for using Zip?
Installment Payments using Limepay
How does Limepay work?
What can Limepay be used on?
Can I cancel or change an order paid for using Limepay?
Can Limepay be used in-store?
Game Betas
Beta Codes - When will I get mine?
I can't find my beta email?

Still can't find the answer to your question, have feedback or concerns.

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