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EB Games - Help

Accessibility for Customers with Disabilities

Purpose Statement
At EB Games Canada, we are committed to providing the best possible customer service while maintaining a respectful approach to all of our customers, regardless of their race, sex, financial status, creed or disability.

Assistive Devices
EB Games welcomes all customers into our locations. We recognize that some customers will attend our locations with Assistive Devices so that they can operate independently while shopping at our locations. Associates will take into account the customers' needs and abilities and offer assistance accordingly. Some types of assistive devices that could be encountered in our locations include the following:

  • Mobility Devices including – Wheelchairs, Walkers, Canes and Motorized Scooters
  • Listening Devices
  • Vision Enhancing Devices
  • Reaching Devices

Service Animals & Personal Support Workers
Service animals are more than welcome to enter our locations and accompany the customer they are with; unless prohibited due to bylaws. Associates will be trained in properly working with customers who have service animals. In the event that we cannot visibly ascertain whether an animal is a service animal or personal pet, we reserve the right to ask the customer to provide some type of documentation such as an identification card from the Ministry of the Attorney General or a letter from a health care practitioner.

Communications
Customers are encouraged to attend or contact any of our stores or our Customer Service Department should they have any questions. Associates will be trained to handle questions and work appropriately with the inquiring customer to provide as much assistance as possible.

Notice of Temporary Disruption
At times, there may be instances where EB Games Canada locations experience temporary service disruptions including access to the facilities; either planned or unexpected. In the event of a service disruption at a specific location, the District Manager or Area Manager of the location will be contacted who will then give further direction to the individual location in regards to a temporary closure. A communication notice will be posted on the front door including the reason of the disruption, the estimated length of disruption and an alternative location which the customer can attend. In the event that all locations experience a service disruption; a notice will be posted online at www.ebgames.ca.

Training of Associates
At EB Games Canada we employ both paid associates and in certain markets, co-op students from local schools. All associates will be trained on our Accessibility for Customers with Disabilities – Standards for Customer Service Training Program. Part of this program is to complete a quiz once the training is completed and to sign-off on a Training Acknowledgement. This training program will be reviewed and updated at minimum on a yearly basis.

WCAG 2.0 Level AA – Website
In the event that the EB Games Canada and related websites are updated after January 01st 2014, we will ensure that the websites are compliant with WCAG 2.0 Level A standards. We will continue forward and ensure that our websites are compliant to the WCAG 2.0 Level AA standards by January 01st 2021.

Store Construction & Renovations
EB Games Canada is a progressive company that will continue to grow and serve our communities across the country. As such, we will construct new locations and renovate or relocate existing locations. Throughout the process, we will assess each project and ensure that accessibility standards will be factored into each project. Entry and exit points of each location will be of a width to allow for wheelchair accessibility. There will be minimal elevation change from the threshold between the exterior of the store and the sales area. Stores payment processing equipment will have a tether cable that will cater to people at all heights. Our stores do not have public restrooms.

Potential Barriers:

  • Bollards in parking lot
  • Sidewalk ramps
  • Entrances/ Doors
  • Stairs
  • Pod Display Tables
  • Products displayed on higher racks
  • Interactive Displays
  • Sales Floor Displays
  • Cash Wrap Dimensions

In situations where there is a potential barrier encountered, we will do our best to accommodate our customers. However, some barriers cannot be removed as they can be out of our control, for example, landlord property etc.

Marketing & Media
Our stores have various types of marketing and media located through the store. This includes marketing and media produced from our company (posters, signage and flyers) as well as from our various vendors. We have interactive displays that allow customers to try out consoles and sample (demo) games. We also have television displays with video advertising. Copies of our company produced flyers and promotions are available online on our webpage. If you have a specific request, please contact us (see below for our contact information). We will make our best effort to accommodate your request.

Emergency Plans & Procedures
Where applicable, EB Games Canada will ensure that points of egress to and from the location are kept clear and accessible to the best of each location's ability. Our associates will be trained to assist in locating and directing customers to the nearest and safest point of egress in the event of an emergency.

Equal Employment Opportunity
EB Games Canada is committed to hiring qualified individuals to perform the many responsibilities necessary for the success of our business. This includes providing equal opportunity for all employment candidates regardless of race, sex, financial status, creed or disability. Accommodation to enable candidates with disabilities to participate in the interview process is available upon request. EB Games will not discriminate, nor will it tolerate discrimination against any applicant in hiring or in any other employment action on the basis of race, sex, financial status, creed or disability.

Feedback Process & Questions
Customers are welcome to provide feedback on the way goods and services are provided to persons with disabilities at EB Games Canada. They can do so by contacting our Customer Service Department via the following mediums:

  • Telephone: 1-877-442-6303
  • Hours of operation
  • Email: help@ebgames.ca
  • Website: www.tellgamestop.ca
  • French Twitter : @EBGamesCanadaFR
  • English Twitter : @EBGamesCanada

General questions can also be made via the previously listed mediums. In all instances, customers can expect to receive a response within two (2) business days**. However, inquiries made via Twitter may be asked to switch mediums due to the 140 character limit.

** Note – Comments and questions of derogatory nature will not be responded to.

* This document was produced to coincide with the Accessibility for Ontarians with Disabilities Act. However, at EB Games, we are committed to making our Customer Experience standard across Canada and have decided to implement this across the country.


Pre-ordering products for in-store pickup is fast and easy. First, ensure you’re logged in on ebgames.ca, and simply add eligible pre-orders to your shopping cart using the "Add to Cart" button. In your shopping cart, click on the "Pre-order online & pickup in-store" button to continue. A $5 deposit is required to ensure your product is reserved for you in-store. Please be aware that regular in-stock merchandise are not eligible for pickup in-store.

You’ll need to select an EB Games store where you’ll pickup your order. You can do this by using the map feature at the checkout and searching by city, store address, or postal code. Once your order is placed, you cannot change your selected store. You will receive an order confirmation by email and a call from the store once your product arrives. At that time, you’ll be required to pay the balance of your order at the store.

If you would like to cancel your pre-order, please visit the store that you directed the order to. An associate will be more than glad to assist you with the refund.

Please note that your order details will not be visible to the associates at your pick-up location immediately. Details will be sent within 24 hours of placing your order.

DIGITAL PC POPUP

Please note: This is a digital product. The product will be delivered in the form of a redeemable code which will be viewable on the "My Order" page.


All orders for Digital products are manually checked by our team prior to approval. If your order is placed outside of normal office hours (Monday to Friday), this may delay processing of your order.


Please note: Digital products are non-refundable and cannot be exchanged once the order has been processed.


Digital products purchased from this website will work on Canadian accounts only!

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