At the end of business on Friday, March 20th, EB Games Canada closed all stores across Canada as a result the COVID-19 pandemic. We are continuing to monitor the situation closely with the commitment to open again at a time we feel both our team and customers are safe.
Online ordering will remain available through this time. Customers can continue to place orders on EBGames.ca to access all their Gaming and Collectible needs. Our Distribution team has implemented improved distancing measures, incremental sanitation stations and equipment for enhanced safety. We are also working closely with our delivery partners to ensure service levels continue to meet your expectations.
It is important to recognize the commitment and efforts of our team during this very difficult time. They are truly inspirational and take great pride in the relationships we share with you, our valued customer.
The EB team would like to thank all of you for your continued support.
Frequently Asked Questions
First and foremost, thank you so much for shopping at EB Games, and for reaching out to us with questions pertaining to your pre-orders and recent product purchases. Please be assured we are working to find solutions to fulfill the orders you’ve placed in our stores while our stores are closed. We appreciate your patience during these unprecedented times.
We completely understand you’d like to receive the items you pre-ordered as quickly as possible, and we want to get them to you as soon as possible! Please hang tight while we work to contact you. Due to an unprecedented amount of requests being sent to our Customer Service and Social Media teams, we will be unable to respond to the inquiries through these channels quickly. We are working with all available team members within our company to reach out to you directly.
What happens with the pre-order I placed in store? Am I able to have this item shipped to my home?
If you pre-ordered Persona 5, Final Fantasy VII Remake, Resident Evil 3, or the Nintendo Switch Lite Coral we have established the following options for you to receive or replace your order while our stores are closed:
Limited Editions and Collector Editions:
If you paid in full for the reservation of a Limited Edition or Collector Edition in store
We will contact you by telephone to ask if you would like to have the item you reserved shipped to your home. If so, we will ask for your shipping information, and will ship your item as close to the release date as possible. Please be advised that you might experience delays in receiving your order, as we will be processing labels and shipments for all pre-orders manually.
If you partially paid for your reservation of a Limited Edition or Collector Edition in store
We will contact you by telephone to ask if you would like to have the item you reserved shipped to your home. If so, we will walk you through a process on the telephone to create a new order at EBGames.ca for the item you ordered, and we will ship the item directly to your home. We are unable to apply the payment you made in store to the new order unfortunately as a result of system limitations, but you will be able to get a refund for your deposit, or transfer your deposit to another item once our stores re-open. Please be advised that you might experience delays in receiving your order, as we are working to process a very large number of these orders individually.
If you reserved a Limited Edition or Collector Edition in store, but did not pay a deposit
We will contact you by telephone to ask if you would like to have the item you reserved shipped to your home. If so, we will walk you through a process on the telephone to create a new order at EBGames.ca for the item you ordered, and we will ship the item directly to your home. Please be advised that you might experience delays in receiving your order, as we are working to process a very large number of these orders individually.
Regular Editions:
If you paid in full for the reservation of Regular Edition in store
We will contact you by telephone to ask if you would like to have the item you reserved shipped to your home. If so, we will ask for your shipping information, and will ship your item as close to the release date as possible. Please be advised that you might experience delays in receiving your order, as we will be processing labels and shipments for all pre-orders manually.
Alternatively, if you would like to receive the item you pre-ordered faster, you can place a new order for the same item at EBGames.ca, and our e-commerce team will ship the item directly to your door. When our stores re-open, you will have the ability to get a full refund for your deposit, or transfer your deposit to another item. For information pertaining to processing and shipping timeframes, please visit our Shipping Information page.
If you partially paid for your reservation of the Regular Edition in store, or made a reservation without a deposit
Please place a new order for the same item at EBGames.ca, and our e-commerce team will ship the item directly to your door. When our stores re-open, you will have the ability to get a full refund for your deposit, or transfer your deposit to another item. For information pertaining to processing and shipping timeframes, please visit our Shipping Information page.
What if I placed a pre-order for a different product in store?
Please place a new order for the same item at EBGames.ca, and our e-commerce team will ship the item directly to your door. When our stores re-open, you will have the ability to get a full refund for your deposit, or transfer your deposit to another item. For information pertaining to processing and shipping timeframes, please visit our Shipping Information page.
What are the shipping times for orders made at EBGames.ca?
We will work to process all orders as quickly as possible, but there may be delays with processing times and carrier delivery times as a result of increased order volume on our website, and with the carriers we use to ship products to your home. Please visit our Shipping Information page for more information on expected delivery times.
