Customer support

How can we help you?

Customer support

At EB Games we want your online experience to be absolutely amazing and we strive to make sure you can find what you need easily and without hassle!

This however sometimes does not go to plan and we really want to know if you have any issues when using our website or visiting our stores.

So we can better understand how we can help, please choose the topic to the left that best matches your needs.

For major issues or urgent enquries please feel free to contact our Customer Support Hotline on 13 39 30 - Mon - Fri 8am to 6pm AEST.

Shopping Online

Credit card payment not working!

There are quite a few factors that can lead to payment errors- firstly it is always worth checking your bank account to ensure the funds are available and your card details are correct.

If you’re still running into trouble, please note down the error code and give our Customer Support Hotline a call on 133 930 so we can assist.

Need more information? Fill out our contact form.

Can’t ship a product by Express post!

If a product comes with a lithium ion battery, it is potentially explosive, this is classed as a dangerous and prohibited item by Australia Post, and cannot be delivered by air. Due to this, any item that contains a lithium ion battery can be delivered by standard post only.

Need more information? Fill out our contact form.

Multi-Buy Offers (3 for 2, Buy one - Get one Free) how they work

For any Multi-Buy promotion, the cheapest item is always discounted first, unless otherwise stated.

Need more information? Fill out our contact form.

Pickup at Store ordering

When to collect Store Pickup order

For in-stock products, we aim to have your order ready for pick up within 1 hour during your chosen stores’ business hours, just sit tight and wait for email confirmation that your order is ready.

If you place an order outside of business hours, we’ll aim to have your order ready within 1 hour of the store opening on the next business day.

Please note that the email that you receive after placing your order is not confirmation that the order is ready for collection.

All online orders are subject to an order verification process, which may affect processing times.

Need more information? Fill out our contact form.

What to bring when picking up your order

Bring along your pick up confirmation email, as well as some ID (Drivers Licence for example), and your EB World card if you’re an EB World member.

For preorder products, you’ll need to bring along your order confirmation email, some ID and your EB World card if you’re an EB World member.

Need more information? Fill out our contact form.

Can someone else pickup the order on our behalf!

Yes, however, the store or our Order Verification team may need to speak to you to verify the order prior to organising this.

If we cannot verify the order to our minimum standard, we may ask you to come in store and pick up your order personally.

Need more information? Fill out our contact form.

Rejected orders

In rare circumstances, your chosen store may reject your Store Pickup order. This may be because they couldn’t find the products you ordered, or the products are not in a sellable condition.

If this happens, you will receive a notification email with instructions of what you can do next.

In most cases, we will be able to give you two options:

1) We will be able to ship your products to you directly from our Brisbane Warehouse, with FREE shipping! Or;

2) Cancel and refund your order.

If your order is rejected, please follow the instructions within the notification email, or call our friendly Customer Support Hotline on 133 930.

Need more information? Fill out our contact form.

Time orders are held for collection

For in-stock products, we will hold your order for up to 6 weeks. After this time we may need to cancel your order. If this happens, the credit you paid for your order will be held in store. However, the Store Team at your chosen store will call you before this occurs.

For preorder products, we will hold them between 1 and 7 days after release date depending on your EB World account level

Need more information? Fill out our contact form.

Trade in and preowned

What games and consoles can you trade in

Please check out our trade and save guide, or get in touch with your local store.

Need more information? Fill out our contact form.

Trade value for games and consoles

Unfortunately, our Customer Support team are unable to provide trade values. Best thing to do is to bring your items in store, or give the store a call first. You can find your local store details here.

Need more information? Fill out our contact form.

What do I need to trade

Trade laws and requirements vary from state to state, so to check your particular requirements please check out our comprehensive trade and save page.

If you have any questions, please give our Customer Support Hotline a call on 133 930.

Need more information? Fill out our contact form.

What comes with a preowned console

Included peripherals can vary between consoles and will be listed on the product page. All consoles include our Preowned Guarantee, which means you’re covered for 3 months against faults!

If you have any questions about a particular product, please give our Customer Support Hotline a call on 133 930.

Need more information? Fill out our contact form.

Warranty for preowned products

All preowned products are covered by our awesome Preowned Guarantee, which means if it stops working due to a manufacturing fault within 3 months we will replace or refund it for you!

If you have any questions about our Preowned Guarantee please give our Customer Support Hotline a call on 133 930.

Need more information? Fill out our contact form.

Returns & Refunds

Returning damaged or none working items.

We want everything we send to be 100% awesome- if this isn’t the case please give our Customer please follow the instructions below.

We can refund your item as long as it is arranged within 7 days of the item being delivered, and the product itself is in brand new condition.

1: Return via store:

Bring your item(s) it into your local store with the receipt or;

2: Returns via post:

Arrange postage back here by calling our Customer Support Hotline on 133 930. Before calling please ensure you have your receipt handy so we can look up your order straight away.

For more information on change of mind refund please see the terms and conditions.

*This returns policy is in addition to your rights under Australian Consumer Law.

Need more information? Fill out our contact form.

Cancelling orders

Changed your mind or ordered the wrong thing? Not a problem!

1: Delivery:

Give our awesome Customer Support Hotline a call on 133 930 or fill out our contact form.

2: Store Pickup:

Once the order is ready for pick up at your chosen store, simply pop in to store and you will be able to change it to something else, or get a refund if you wish.

3: Preorder:

Simply pop into your chosen store or call us on 133 930.

Need more information? Fill out our contact form.

New Product Warranty Information

Warranty conditions for new consoles

All brand new consoles are under Australian Consumer Law- they are covered by 12 Month Manufacturing Warranties and can be replaced in any EB Games store with the receipt, if the fault is due to a manufacturing issue.

If you are experiencing issues with your console and are unsure how to proceed – we’re here to help! Please give our Customer Support Hotline a call on 133 930 or contact us via this form.

Need more information? Fill out our contact form.

Console outside of warranty and not working!

We may still be able to help under Australian Consumer Law! As these circumstances can vary, its best to give us a call with the details on 133 930.

Need more information? Fill out our contact form.

Warranty for new games

All brand new games are under Australian Consumer Law- they are covered by 12 Month Manufacturing Warranties and can be replaced in any EB Games store with the receipt, if the fault is due to a manufacturing issue.

If you are experiencing issues with your game and are unsure how to proceed – we’re here to help! Please give our Customer Support Hotline a call on 133 930.

Need more information? Fill out our contact form.

EB World

How to activate your account

Once you've signed up to EB World online or instore you'll receive an email with a temporary password. Follow the instructions in the email to activate your account and you're ready to go!

If you run into any issues activating your account, contact the Customer Support Hotline on 133 930.

Need more information? Fill out our contact form.

Resetting your password

To reset your EB World password, go here and enter the email address you used to sign up. You'll receive an email with a temporary password within 24 hours, simply follow the link and enter the temporary password and a new password for your account.

If you run into any issues resetting your password, contact the Customer Support Hotline on 133 930.

Need more information? Fill out our contact form.

Changing your email address

To change your EB World email address, log into your EB World account online, head to your profile here and click Change Email. When you change your email address you'll receive an email to your new address to confirm.

If you have any issues changing your email address in EB World contact the Customer Support Hotline on 133 930

Need more information? Fill out our contact form.

Earning Carrots & Levelling Up

You'll earn Carrots for all instore and online purchases from EB Games and Zing Pop Culture made with your EB World card or account. You can also earn extra Carrots when you trade, preorder or buy preowned products. There's a few chances throughout the year to grab even more bonus Carrots, keep your eye out on your EB World emails for more information.

When you reach certain amounts of Carrots you'll Level Up! With each new level you'll get access to new and better perks and more. To learn more about what you get for levelling up go here.

If you are unable to use your EB World account with a purchase you can contact our Customer Support Hotline on 133 930 at least one business day after the transaction is complete to claim your Carrots.

EB World Carrots grow pretty fast, you'll be seeing them in your account within 72 hours of your completed transaction. Carrots for preorders are applied within 72 hours of receiving the product. Carrots for special events or offers can take longer, which will be outlined in the terms of the promotion

Need more information? Fill out our contact form.

Skipping straight to the benefits of Level 3

If you purchase a 12 month subscription of Game Informer magazine from an EB Games store you'll be upgraded to Level 3 for 12 months and get access to all the perks and level up bonuses that go along with it!

Need more information? Fill out our contact form.

Lost or stolen EB World card

No need to stress! Just head down to any EB Games or Zing Pop Culture store and the staff can organise a new card for you. Once a new card is assigned, the old one will deactivate.

Need more information? Fill out our contact form.

Change or stop EB World communications

We'll be keeping in touch via variety of methods including email, SMS and App Notifications. You have full control of how we communicate with you and you can alter these settings here.

There are several ways to opt out of communication from EB World.

• Go here to log into your account and alter your SMS and email communication settings. This is best if you only want to stop receiving certain types of information or if you’d like the option to resume this communication in the future.

• To stop receiving EB World emails, click the Unsubscribe link at the bottom of any email.

• To stop receiving any SMS, reply with STOP to and SMS we send you. Please note you will no longer receive SMS about any order if you do this

• To stop receiving App Notifications, turn off notifications in your Smartphone settings

Alternately you can give our Customer Support Hotline a call on 133 930 for assistance.

Need more information? Fill out our contact form.

Cancelling your membership

If you'd no longer like to receive communication from EB World, you can unsubscribe by changing your preferences here.

However if you'd like to completely cancel your account please contact our Customer Support Hotline on 133 930. Account cancellation is permanent, and may take up to 7 business days to be completed.

Need more information? Fill out our contact form.

General information

Sponsorship or donations

EB Games are very proud to have an exclusive partnership with the Starlight Children’s Foundation. We hold our work with Starlight with high importance and concentrate all our efforts into making sick children’s lives a little brighter.

As all of our funds and efforts are dedicated to our partnership, we cannot provide donations or sponsorship outside of Starlight.

Need more information? Fill out our contact form.

Updating order details

Have you recently moved house or want to change your contact details?

We recommend giving our Customer Support Hotline a call on 133 930 to ensure your details are updated before your order ships.

Need more information? Fill out our contact form.