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Accessible Customer Service Plan

Providing Goods & Services to People with Disabilities
EB Games is committed to excellence in serving all customers including people with disabilities.

Assistive Devices – We will ensure that our staff is trained and familiar with various assistive devices we have in our stores or that we provide that may be used by customers with disabilities while accessing our goods and services.

Communication – We will communicate with people with disabilities in ways that take into account their disability.

Service Animals – We welcome people with disabilities and their service animals. Service animals are allowed in the parts of our stores that are open to the public unless prohibited by applicable municipal by-laws.

Support Persons – A person with a disability who is accompanied by a support person will be allowed to have that person accompany them in our stores.

Notice of Temporary Disruption – In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, EB Games will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. This notice will be posted on www.ebgames.ca if all stores are impacted or posted at the specific location(s) if not all stores are impacted.

Training – EB Games will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Individuals in the following positions will be trained: Store Managers, Assistant Store Managers, and Sales Associates. This training will be provided to staff within the first week of employment.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • EB Games' plan related to the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person
  • How to use equipment on site, if applicable, that may help in providing goods and services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing EB Games' goods and services
  • Any changes to EB Games' customer service plan that may occur from time to time

Feedback Process – Customers who wish to provide feedback on the way that EB Games provides goods and services to people with disabilities can call Customer Relations at 1-866-828-9999 ext 2766 or 905-595-2766 or submit a comment at www.tellgamestop.ca. All feedback, including complaints, will be directed to a Customer Relations Representative. Customers can expect to hear back within two (2) business days.

Modifications to this or other policies – Any policy of EB Games that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. 

Still have Questions?

Please contact our Customer Service team.


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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