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EB Games - Help

Tracking An Order

To track an order, visit the Order History page and log-in. A list of recent orders will be displayed. Click on the order number to review order details, tracking numbers and available self-service options. Depending on where your order is in the processing cycle you may be able to update the credit card information, change the shipping service level or cancel an order.

Why did I receive the product before the tracking number was made available?
Occasionally, we ship new release products before tracking numbers and order statuses are loaded into our system. We try to get every game into your hands as soon as possible. To accomplish this, we sometimes use external resources that ship the product directly from the source, thereby eliminating extra handling time. Our systems are updated as soon as we get the data back from the external resource, which is sometimes well after your product has been shipped. When time is of the essence, we place the priority on getting the product to you rather than updating our records because, in the end, getting the product to you is what it is all about.

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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