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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 to Fri - 8am to 5:30pm (AEST)
Sat - 8am to 5pm
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
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
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
If my controller is broken can EB Games repair it and ReStyle it?
Do you offer a warranty on your services?
How long will I be without my controller?
Can you ReStyle other controllers?
What if I don’t like my colour choice or change my mind?
Which locations can I take my controller to?
Returns & Refunds
Returning damaged or not 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
Lost or stolen EB World card
Change or stop EB World communications
Cancelling your membership
General information
Sponsorship or donations
Updating order details
Consumer Guarantees
Consumer Guarantees