Frequently Asked Questions

We want your experience with EB Games to be 100% awesome- If you’re running into trouble check out our FAQ to the left.

If your question isn’t listed, or your enquiry is urgent, please give our Customer Service Hotline a call on 13 39 30. Our operating hours are below:

Mon - Wed, 7am to 7pm (AEST)
Thur - Fri, 7am to 9pm
Sat, 8am to 5pm
Sun, 9am to 4pm
Shopping Online
Credit card payment not working!
Can’t ship a product by Express post!
Multi-Buy Offers (3 for 2, Buy one - Get one Free) how they work
Pickup at Store ordering
When to collect Store Pickup order
What to bring when picking up your order
Can someone else pickup the order on our behalf!
Rejected orders
Time orders are held for collection
Trade in and preowned
What games and consoles can you trade in
Trade value for games and consoles
What do I need to trade
What comes with a preowned console
Warranty for preowned products
Returns & Refunds
Returning damaged or none working items.
Cancelling orders
New Product Warranty Information
Warranty conditions for new consoles
Console outside of warranty and not working!
Warranty for new games
EB World
How to activate your account
Resetting your password
Changing your email address
Earning Carrots & Levelling Up
Skipping straight to the benefits of Level 3
Lost or stolen EB World card
Change or stop EB World communications
Cancelling your membership
General information
Sponsorship or donations
Updating order details