Frequently Asked Questions

COVID-19 Update 20/07/2021:

Due to lockdowns in many states, there may be delays in deliveries through our postal carrier partners. Please check the tracking details of your order for the most up to date informtion.

For carrier specific update please visit the carriers own website:

AusPost & StarTrack Here

Couriers Please Here

General Delivery Time Information:

Our regular order processing times are 1 business day, but this may be extended during busy periods.

Shipping times vary by service type and destination, but as a guide Standard delivery is 2-7 business days, and Express is 1-3 business days after your order has shipped.

We always strive to ship your order as quickly as possible. If you are waiting for your delivery and feel that it is taking longer than it should you can use the tracking link on your confirmation email to check the website on the whereabouts of your products.

Products containing lithium-ion batteries are classified as dangerous goods, and are prohibited by Australia Post. There is a risk an item could explode during air travel and cannot be delivered by air. Any item containing a lithium-ion battery can only be delivered by standard post.

There are many factors that could lead to a payment error, and should a payment fail, we recommend double checking your card details before anything else. If you believe your information to be correct, and the payment is still not successful, please contact your issuing financial institution.

Multi-buy promotions are available online and in our stores unless otherwise stated. When taking advantage of any multi-buy promotion, the cheapest item is always discounted first unless otherwise outlined.

To ensure the promotion is applied to your purchase online, don't forget to add the required number of items to your cart.

If you wish to purchase multiple of the same item during a promotion, please ensure you adjust the quantity in your cart before checking out.

Promotional prices will be reflected in your cart if all items are eligible. Please review your cart carefully on checkout, as once an order has been placed, we are unable to add additional items afterwards.

Have you recently moved or want to change your delivery details?

If your order has processed too far through our warehouse or has been marked as shipped then this may not be possible, however, we still want to help so please let us know.

We recommend contacting our Customer Support team to ensure your details are updated before your order ships.

1. You will need to login or create an EB World account containing your personal details. Once you have this created, search for the product you are interested in.

2. Click on the “Add to Cart” button and repeat with any other items you wish to purchase.

3. When you have finished selecting items, click the “Proceed to Checkout” button.

4. On the “Verify Order” page double check the items selected and add any other items like Game Guarantees or voucher codes if applicable, then click the “Next Step” button.

5. In the next window enter your billing and shipping addresses and click the “Next Step” button.

6 Select your shipping type. Click the “Next Step” button.

7. On the payment screen enter your credit card details and then click the “Next Step” button.

8. On the “Finalize” page, check all your details are correct and then click the “Purchase” button.

Congratulations! You have completed an order and we will have our dispatch professional’s pack and ship that to you as quickly as possible.

Online Delivery - You will receive an email notification 2 weeks before the actual release date to advice you that your pre-order is coming soon, and we will deduct the remaining deposit between 1-4 days

Online Pick Up In Store - Simply visit the nominated store, which you selected online to be picked up at and from there you will be able to pay the remaining balance amount in store with either the following payment types: EB Games Gift Cards, Trades and Bank or Credit Cards.

Zip Preorder for Delivery - You will receive an email notification 2 weeks before the actual release date to advice you that your pre-order is coming soon, and we will deduct the remaining deposit between 1-4 days

Zip Preorders for Store Selection - Your final payment for Zip Preorders for store selection can now be processed in store. If you wish to use other payment methods instead of Zip, you are welcome to use the following payment types: EB Games Gift Cards, Trades and Bank or Credit Cards.

Simply visit the nominated store, for which you selected online to be picked up at and from there you will be able to pay the remaining balance amount in store with either the following payment types: EB Games Gift Cards, Trades and Bank or Credit Cards.

Zip Pre-Orders for Store Selection - At this time, the remaining balance cannot be paid in store using Zip. EB Games Gift Cards, Trades and Bank or Credit Cards Can be used.

Online Deliver Orders - We are sorry, at this moment of time we do not have the facility to add or pay the remainder off regarding your online delivery Pre-Order

Online Instore Selected Orders – You certainly can pay off or add money to your current instore pre orders. Simply visit your nominated store and you can pay the remaining balance in store With the following payment methods: EB Games Gift Cards, Trades, Bank or Credit Cards.

You will receive a notification via email of us attempting to deduct the final balance for your pre order. The email will provide you with instructions on how to change and update your credit card details. Once the credit card has been updated, we will dispatch your item ASAP.

Click & Collect lets you shop our awesome product range online, and choose one of our 400+ store locations to collect your products from.

When shopping online, choose Click & Collect during checkout, then choose your store.

When your Click & Collect order is ready for collection, we'll send you a notification.

For in stock products, you can pay using:

• Credit Card: Visa, Mastercard, Amex, Diners
• PayPal
• EB Games or Zing Gift Card
• Afterpay and ZipPay

For preorder products, you can pay using:

• Credit Card: Visa, Mastercard, Amex, Diners

Products that are in stock will be ready for collection within 30 minutes, during store business hours. We’ll send you a notification the moment your order is ready for collection.

Preorder products will be ready for collection on their release day.

Occasionally, we may need to verify your order over the phone prior to collection, which may affect our normal processing times.

Click & Collect is only available for selected products and from selected locations as shown on our website.

You will receive notification via email when your order is ready for collection for in-stock products, and notification via SMS for preorder products.

A valid email address and telephone number must be provided to use Click & Collect.

Only the person on order can collect. If you will not be the person collecting your order then you must nominate your representative who will be collecting your order by providing their details to the collecting store at the time your order is placed.

Your representative must provide us at the time of collection with proof of their identity (including photographic identification) and, where relevant, age, and the confirmation or receipt for your order and such other verification reasonably requested by us.

For successful Click & Collect orders, we can hold your purchase in-store for up to 6 weeks. After this time it may need to be cancelled; if this happens, the store will call you and the credit you paid for your order will be held in store.

For preorder products, we will hold them for between 1 to 7 days after release, depending on your EB World membership.

In rare cases, your chosen store may reject your Click & Collect 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 we will send you a notification with further instructions on how to proceed.

In most cases, we will have two options for you:

1. We can arrange home delivery with complimentary free shipping, or

2. A full refund of your order

Afterpay and ZipPay Click and Collect Orders are unable to be accessed for cancellation once it has been placed. To ensure efficient processing, your order is closed as soon as it is processed.

Zip Click and Collect Orders:

When you visit your nominated store for collection. Please speak to the staff at your local store and they will be able to help with exchange or refund of your Zip item.

Online Delivery: Please contact or email customer service below and have your order number ready and we can assist with cancelling your online delivery order if it hasn’t left our warehouse.

Afterpay Click and Collect Orders

Please contact customer service to organise a free return label back to head office, once item has been picked up from store.

Online Delivery: Please contact or email customer service below and have your order number ready and we can assist with cancelling your online delivery order if it hasn’t left our warehouse.

Please note: the item will need to be in the same condition that it was picked up. Standard Returns Policy Applies. Returns and exchanges are subject to our returns policy Here

You can now use EB Games Gift Cards Online, for in stock products only! excluding Pre Orders

Gift Cards can not be used to place pre orders online - Please visit your local store to use an EB Games Gift Cards for Pre Orders

To simply use an EB Games Gift Card Online, Please select the Gift Card Option as your Payment Method in your cart check out.

Please Note: Only 1 Gift Card can only be used at the time of purchase

Can be combined with another payment method.

Please make sure you select gift card to use the balance and pay the rest with another payment method.

All EB Games Gift Cards are able to be used in store.

We want everything we send or in-store to be 100% awesome - if this isn’t the case please contact our Customer Service Team and we can assist you.

Store Purchase - Please visit your local store for assistance of your item

Afterpay Purchase - Please contact our customer service team

Zip Purchase - Please visit your local store for assistance of your item

Returns and exchanges are subject to our returns policy Here

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

1: Delivery:

Contact our awesome Customer Support 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: Instore Preorder:

Simply pop into your chosen store

4: Online Preorder to pick up in store:

Simply pop into your chosen store and they will be able to assist with cancelling your pre order

5: Online Delivery Preorder - Please Contact customer service on 133 930 or fill in our Cancel Order Request forms below our FAQ's

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 our Customer Support Team.

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 team.

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 Team.

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 48 hours of receiving the product. Carrots for special events or offers can take longer, which will be outlined in the terms of the promotion

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.

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 contact our Customer Support Team for assistance.

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 Team. Account cancellation is permanent, and may take up to 7 business days to be completed.

• Bought and played a game but don’t like it? EB World members can return it for a full refund

• Your Game Guarantee eligibility period is based on your EB World Level, (Level 1, 2 & 3 = 7 days / Level 4 = 10 days / Level 5 = 14 days)

• Certain items not included. See Here for more details.

• Don’t love the gift you’ve bought or received from EB Games/Zing Pop Culture? EB World members can return it for a full refund

• Your Gift Guarantee eligibility period is based on your EB World Level (Level 1 & 2 = 14 days / Level 3, 4 & 5 = 30 days)

• The product must be returned in full with the receipt and in as-new condition with all tags, unworn, unused and unopened

• Level I (1) and II (2) EB World members will receive a Birthday Reward on the 1st day of their birthday month

• The Birthday Reward is “$10 Off When You Spend $50”

• The Birthday Reward is valid for a single use during the month of the members birthday

• To receive your Birthday Reward members must be opted in to receive Vouchers/EB World Updates in their EB World profile, this can be changed in your Notification settings

• Members must have a valid email address and date of birth linked to their EB World account to receive the Birthday Reward, the Birthday Reward will not be re-sent if either of these are not valid at time of sending

• Level 3, 4 & 5 EB World members will receive a Birthday Reward on the 1st day of their birthday month

• For Level 3 and 4 members, this will be a $10 Voucher for use instore or online

• For Level 5 members, this will be a $20 Voucher for use instore or online

• Voucher must be activated before the end of the month in which received

• Voucher will be sent via email and is valid for 30 days after activation

• To receive your Birthday Reward members must be opted in to receive Vouchers/EB World Updates in their EB World profile, this can be changed in your Notification settings

• Members must have a valid email address and date of birth linked to their EB World account to receive the Birthday Reward, the Birthday Reward will not be re-sent if either of these are not valid at time of sending

• The Level Up Bonus is a Buy 1 Get 1 Free offer based on your new EB World level

• Buy 1 Get 1 Free Socks or T-shirt for members who level up from Level I (1) to Level II (2)

• Buy 1 Get 1 Free Socks or T-shirt or Cap for members who level up from Level II (2) to Level III (3)

• Buy 1 Get 1 Free Socks or T-shirt or Cap or Backpack for members who level up from Level III (3) to Level IV (4)

• To receive your Level Up Bonus Members must be opted in to receive Vouchers/EB World Updates in their EB World profile. This can be changed in your Notification settings in your EB World profile.

• Members must have a valid email address linked to their EB World account, the Level Up Bonus will not be re-sent if the email is not valid at time of sending

• On midnight 31 August 2021, the first race concluded. The final list of members will be analysed and successful entrants to Level V (5) will be contacted Thursday 16 September. The Level V membership will be active from 1

October 2021 – 30 September 2022

• Only Level IV (4) and current Level V (5) members are eligible to qualify for Level V (5)

• To qualify for Level V (5) you need to be ranked as one of the top 9,999 carrot earners by 31 August 2022

• Your ranking is based on the amount of carrots you have earnt since 1 September 2020

• The next race reset on 1 September 2021 and concludes on 31 August 2022

• Level IV (4) and Level V (5) members are able to track their progress in the online leaderboard, sign into your EB World profile to view

• The leaderboard displays your current ranking and eligibility for Level V (5)

• Throughout period of entry, ranking and edibility will adjust every 24 hours based on carrots earned the previous day by other EB World members

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.

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

Trade values are only accessible in-store however please feel free check out our trade and save guide to see what formats we trade accross our stores in Australia.

If you are experiencing issues with your console and are unsure how to proceed then we’re here to help! Please contact our Customer Support Team for assistance.

We may still be able to help under Australian Consumer Law! As these circumstances can vary, its best to contact our Customer Service team for assistance.

If you are experiencing issues with your game and are unsure how to proceed; we’re here to help! Please contact our Customer Support Team for further assistance.

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined timeframe. However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time. Where an item is damaged through misuse or abnormal use, EB Games will not provide a refund, exchange or repair. EB Games will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

If you have any questions, Please contact Customer Service Team.

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.

SOCIAL DISTANCING

For the benefit of yourself, other customers and our people, please practice social distancing and keep 1.5 metres away from others in our stores at all times.

CONTACTLESS PAYMENTS

We ask that you please use one of the contactless payment options below.

• EFTPOS

• Credit Cards

• EB Games & Zing Pop Culture Gift Cards

• Samsung Pay

• Apple Pay

• AfterPay

• Zip

STORE CAPACITIES

To keep with government regulations we are limiting the number of people in a store at the same time. Please look for the A4 displayed at your local store for its maximum capacity.

FURTHER INFORMATION

We will continue to follow Federal and State guidelines. For up to date information here are the links for each state and territory.

ACT - Australian Capital Territory COVID-19 site

NSW - New South Wales COVID-19 site

NT - Northern Territory COVID-19 site

QLD - Queensland COVID-19 site

SA - South Australia COVID-19 site

TAS - Tasmania COVID-19 site

VIC - Victoria COVID-19 site

WA - Western Australia COVID-19 site

With Afterpay, you can have your products shipped or picked up with Click & Collect right now, but pay over four equal fortnightly installments, interest free!

For example, if you spend $100, each installment of $25 would be deducted from your credit or debit card each fortnight. If your order is eligible, Afterpay will be shown as a payment method in the checkout.

For more information, Please visit our Afterpay Page

Afterpay can be used on orders up to $1,200.00, inclusive of shipping.

Afterpay is not available for:

Preorders

Downloadable content, digital currency, and season passes

Mobile phones and tablets

Desktops and Laptops

Gaming Monitors

If your order contains any one of these products, then Afterpay won’t be an available payment option in the checkout.

Afterpay Click and Collect Orders are unable to be accessed for a cancellation of your order once it has been placed. To ensure efficient processing, your order is closed as soon as it is processed. However, once you have collected your item. Please contact customer service to organise a free return label back to head office. Please note: the item will need to be in the same condition that it was picked up. Standard Returns Policy Applies.

You can pay for Click & Collect orders using Afterpay and pick up your items from your favourite store!

Click & Collect orders will be ready for pick up within 30 minutes during your stores normal business hours.

If you are already in store and want to use Afterpay, simply shop for your items on https://www.ebgames.com.au/, choose Click & Collect, check out with Afterpay, and your order will be ready in minutes!

To get a refund or an exchange on orders made using Afterpay, please contact our Customer Support Team. This applies to both home delivery and Click & Collect orders.

Afterpay orders cannot be returned or exchanged in-store at this time. To organise a return or exchange of your product paid for using Afterpay, contact our Customer Support Team.

Returns and exchanges are subject to our returns policy Once your refund has been processed, any future Afterpay payments will be cancelled and any money owed to you will be refunded back to you by Afterpay. For more information, please contact Afterpay on 1300 100 729.

You can first review Afterpay's own "frequently asked questions" on their website at FAQ Here. For terms and conditions, visit Here

For more information about Afterpay including contact details and operating hours visit Here

Zip is an easy and flexible payment method which gives you the freedom to buy now and pay later. Repayments are flexible to suit your lifestyle - weekly, fortnightly or monthly, and you can pay as much as you like as long as you meet your minimum monthly repayments, which is advised at the time of sign up.

Find out more Please visit our Zip Page

Zip can be used on all items excluding downloadable content, digital currency, and season passes. If your order contains one of these products, then Zip won’t be an available payment option in the checkout.

Great News, Zip is now available in store.

Click on the instore tab within the Zip app to access your barcode and scan it to complete your payment.

#Excluding downloadable content, digital currency, and season passes.

Zip Click and Collect Orders are unable to be accessed for a cancellation of your order once it has been placed online. To ensure efficient processing, your order is closed as soon as it is processed.

However, when you visit your nominated store for collection. Please speak to the staff at your local store and they will be able to help with exchange or refund of your item.

Online Delivery: Please contact or email customer service below and have your order number ready and we can assist with cancelling your online delivery order if it hasn’t left our warehouse.

Please note: The item will need to be in the same condition that it was picked up. Standard Returns Policy Applies

Zip is available as a payment option if you:

Are at least 18 years old

Are an Australian Citizen or Permanent Resident

Have a valid and verifiable email address and mobile number

Have a good credit history

First time users will need to create an account.

Zip is now available in store.

To get a refund or an exchange on online orders or instore purchases made using Zip, please visit your local Zing store and they can assist you with providing a refund or exchange.

This applies to both home delivery, Click & Collect and In-Store Purchases.

Returns and exchanges are subject to our returns policy Here. Once your refund has been processed, any future Zip payments will be cancelled and any money owed to you will be credited back to your Zip account.

With Limepay, you can have your products shipped or picked up with Click & Collect right now, but pay over four equal fortnightly instalments, interest free!

For example, if you spend $100, you can either pay in full or each instalment of $25 would be deducted from your credit or debit card each fortnight. If your order is eligible, Limepay will be shown as a payment method in the checkout.

For more information, please visit our Limepay Page

Limepay can be used on orders up to $1,200.00, inclusive of shipping.

Limepay is not available for:

• Preorders

• Downloadable content, digital currency, and season passes

• Mobile phones and tablets

• Desktops and Laptops

• Gaming Monitors

If your order contains any one of these products, then Limepay won’t be an available payment option in the checkout.

Click and Collect Orders - Are unable to be accessed for a cancellation of your order once it has been placed. To ensure efficient processing, your order is closed as soon as it is processed. However, once you have collected your item. Please contact customer service to organize a free return label back to head office. Please note: the item will need to be in the same condition that it was picked up. Standard Returns Policy Applies.

Delivery Orders – Delivery orders can be cancelled if the item has not progressed to far in the packing and shipping process. Please contact customer service to organize a cancellation of your delivery order if possible.

You can pay for Click & Collect orders using Limepay and pick up your items from your favourite store!

Click & Collect orders will be ready for pick up within 30 minutes during your stores normal business hours.

Online Delivery:

Your Beta Access Code will be sent every Friday "unless stated otherwise on the game title page" Please keep a eye out for this in your email inbox.

EBW Members - Online Pick up in store: You will receive your BETA code the following business day via EBW after placing your pre order online

In store Preorder:

Non EB World Members - Your Beta Access Code will be provided to you at the time of placing your preorder in store

EBW Members - Your Beta Access Code will be sent on a daily bases "unless stated otherwise on the games page" directly to your email address.

Before calling please check your junk, spam or promotion folders, as the email may end up there.

Beta codes are normally sent out to our EB World customers for certain preorders and we would recommend that you sign up too be a member so you don't miss out.

Beta codes are normally emailed out once a week. So if you have recently placed a preorder and awaiting your beta, please check the product description of you preorder for when your beta code will be sent out.

Definitely! For an additional $10 we will Reboot your controller at the same time we give your controller its new style.

We currently only offer the XBOX One original controller with and without the headphone jack. We are working on being able to offer a full range of controllers that you can create your own style. Check back in with us later to see the full offering.