Frequently Asked Questions

We want your experience with EB Games to be 100% awesome- If you’re running into trouble check out our FAQ to the left.

If your question isn’t listed, or your enquiry is urgent, please give our Customer Service Hotline a call on 0800 EBGAMES (3242637). Our operating hours are below:

Mon - Wed, 9am to 9pm (NZST)
Thur - Fri, 9am to 11pm
Sat, 10am to 7pm
Sun, 11am to 6pm
Online purchasing enquiries
I have a question about my order
I want to change my order or personal details
I want to cancel my order
How do you package your products for shipping?
How long will it take to ship to my location?
How do I place an order or a preorder?
In what ways can I pay for my order?
I am having issues with using my credit card on your site
Has my payment gone through?
Where are the products I ordered?
My product bought online is damaged or doesn’t work
I want to return a product I bought online
I have a question about your privacy policies
I want to make a comment about an experience with a customer service staff member
Why can’t I ship a product that contains a Lithium Ion battery by air?
My question wasn’t listed
Click & Collect ordering
What is Click & Collect?
What products are available for Click & Collect?
How will I know which products are available for Click & Collect?
Which stores offer Click & Collect?
How will I know when my order is ready to collect?
How long before my order will be ready for pick up?
Do I need to bring anything with me when I come to collect my order?
Can someone else collect the order on my behalf?
What happens if my Click & Collect is rejected by my chosen store?
Can I change or cancel my Click & Collect order?
How long are orders held for collection?
Can I return Click & Collect purchases?
Product information
I want to know about an upcoming product
I want to know about a newly released product
Which store has a particular product?
I want to know about a deal you are offering
I want to know about the conditions that apply to a deal
What is a Game Guarantee?
What conditions apply to Game Guarantees?
I preordered a product and did not receive the gift or beta code promised
I preordered a product and the gift or beta I received doesn’t work
My question wasn’t listed
Trade in and preowned information
What games and consoles do you trade in?
How much are my games and consoles worth?
I want to know about a trade or preowned deal you are offering
What conditions apply to a preowned or trade deal you are offering?
I have a question about your preowned products
What warranty do I get with preowned products?
What comes with a preowned console?
I want to find a particular preowned product in your stores
Do you match competitor's trade deals?
What do I need to bring with me to be able to trade stuff in?
How old do I need to be to trade stuff in?
I have a general preowned or trade related question
My question wasn’t listed
Product warranty information
What are the warranty conditions for my console?
My console is no longer working and outside of warranty, what are my options?
My console is no longer working and is inside of warranty, what are my options?
What warranty do I have on my games?
My question wasn’t listed
Store enquiries and feedback
I had an awesome experience in your store
I had a less than awesome experience in your store
What days and times do your stores open?
Where is my local store?
What stores are opening for midnight launches?
My question wasn’t listed
Website feedback and information
What is the best way of searching your site?
I have a great idea for your website
I had problems using your website
I have noticed incorrect information on your site
I have a question about your privacy policies
I have a general website question
My question wasn’t listed
General and corporate information
I want to work for EB Games
I am looking for sponsorship or a donation
I have an advertising or marketing opportunity
I have a general question about your company
What is the history of EB Games?
Events information
I have a question about your involvement in Armageddon
Product Safety Enquiries