We would like to thank each and every one of our customers for choosing to shop with GameStop. We truly appreciate you, and we’re working diligently to ensure we can cater to your gaming needs during these unprecedented times. In an effort to provide as much information to you as possible at this time, we’ve compiled a list of the most frequently asked questions below.
Frequently Asked Questions
‣ What measures are you taking to protect customers and associates?
‣ Do you offer curbside pick-up?
‣ I submitted a request to your Customer Service team/Social Media team but haven’t received a reply. How can I get a hold of you?
‣ What are the shipping timeframes for orders made at GameStop.ca right now?
‣ Is it possible to reclaim the deposit I paid for a product in store?
‣ Can my Pickup At Store reservation be shipped to my home?
‣ What if I don’t want to go into a store because I feel unsafe, or if I feel I may be a risk to other customers or associates as I am not feeling well? What will happen to my pre-order? Can I still return a product I purchased for a refund or exchange?
‣ Am I able to return or exchange a product still at my local store?
‣ I want to purchase an item that is currently out of stock on your website. How can I purchase it?
‣ What about trades? Can I still trade in my games and accessories during this time?
‣ How are you managing in store trade-ins during COVID-19?
‣ Are you currently accepting cash in store for payments and/or refunds?
Are all stores open for business?
Yes! All our stores have re-opened! Please note that some are running on reduced hours, with capacity restrictions. Please contact your local store directly or please feel free to use our Store Locator page at GameStop.ca.
What measures are you taking to protect customers and associates?
Before opening our stores, we performed a deep clean on all surfaces, including payment pin-pads, counters, door handles and doors. In addition, we have marked off our line queue with 6-foot interval markers to ensure social distancing.
We have provided PPE and cleaning supplies including sanitizer to all stores and have trained our associates on how to properly use and dispose of such items.
We have introduced a fogger system that is in place in all locations as part of our end of day cleaning process. Based on provincial rules and the instruction of the local health unit, masks are now optional for our customers and sales associates in most stores.
We can also offer alternate ways to shop such as GameStop.ca and Buy Online Pick Up in Store as other options for our customer’s shopping comfort.
Our goal is always, and we cannot stress this enough, is to keep our customers and our store associates safe and healthy. All of our protocols are continuously monitored/modified, as things evolve and as provincial guidelines are updated.
Do you offer curbside pick-up?
No we do not. What we do offer is our Buy Online Pickup In Store option at GameStop.ca for all our stores across Canada. After placing an order at GameStop.ca using the "Collect In Store" option, our associates will confirm all items you ordered are available at the location you select, then will send you an email when your order is ready for pickup. At this time, our stores across Canada are handling Pickup at Store requests differently as a result of local Covid-19 restrictions. Please contact your local store with any questions regarding the current process within your province or area.
I submitted a request to your Customer Service team/Social Media team but haven’t received a reply. How can I get a hold of you?
Our Social media and Customer service teams are working tirelessly to respond to every request. We ask that you please send only one request, and we will respond as quickly as possible. Duplicate requests are unfortunately causing bottle necks that increase response times. The most common questions we’re receiving are answered below. If you have a question pertaining to an open order please, send a message to help@gamestop.ca with your order number and we will treat those requests as a priority.
What are the shipping timeframes for orders made at GameStop.ca right now?
We are taking measures to ensure the safety of our Distribution Centre associates. As a result, order processing timeframes are currently delayed by a few days. Please visit our Shipping Information page up-to-date information on expected delivery times.
Is it possible to reclaim the deposit I paid for a product in store?
Your deposit will be held for you indefinitely. You have the ability to apply your deposit to the item you pre-ordered, transfer this deposit to a new pre-order, cancel your pre-order to receive a refund for your deposit, or apply the deposit to a product purchase.
Can my Pickup At Store reservation be shipped to my home?
Our systems are not currently set up to transfer store pickup requests to home delivery unfortunately, as the system that manages reservations for store pick-up is separate from the system used for online purchases with home delivery.
If you paid a deposit when placing your pre-order for store pickup, you will have the ability to apply your deposit to the item you pre-ordered, transfer this deposit to a new purchase, cancel your pre-order to receive a refund for your deposit, or apply the deposit to a product purchase.
What if I don’t want to go into a store because I feel unsafe, or if I feel I may be a risk to other customers or associates as I am not feeling well? What will happen to my pre-order? Can I still return a product I purchased for a refund or exchange?
If you do not feel safe or feel unwell, please stay home! We will save your pre-order for pickup when you feel comfortable to visit a store and/or it is safe to do so. Please just contact your local store and let them know.
For refunds or exchanges, our store teams will be more than happy to assist. Again, just reach out to your local store to make the needed arrangements.
Am I able to return or exchange a product still at my local store?
Absolutely! We have established procedures in stores to safely manage returns and exchanges for products purchased in store. If you purchased an item at GameStop.ca and would like to return or exchange an item in store you are more than welcome to do that, again following our in store returns and exchanges policy.
I want to purchase an item that is currently out of stock on your website. How can I purchase it?
We regret to inform you that we're unable to provide estimates on restock dates for all items on our site at this time. We do not currently have a wait list option for our catalogue items, but will add additional stock to our site for purchase as we receive new shipments.
What about trades? Can I still trade in my games and accessories during this time?
For sure! We want you to know that we are taking your trades and our store teams can help you with the credit amounts you will receive. We also have setup new in store procedure for handling trades and processing them before they are put out on the floor for sale as Playd. This ensures both your safety and that of our associates while still helping you to save money towards your next purchase through our trade program for software, hardware, accessories and iDevices.
How are you managing in store trade-ins during COVID-19?
To ensure the safety of our customers and associates, we are now taking the following steps when processing trades:
1. After arriving at one of our stores with the item(s) you’d like to trade, one of our associates will direct you to our designated TRADE area.
2. The associate assisting you will ask that you place your item(s) in a designated protective TRADE tote bin.
3. The associate assisting you will assess your item(s), ensuring they meets our trade-in requirements.
4. After completing the assessment of your items, the associate will issue store credit (if eligible) on our Point of Sale.
Each business day, all items received will remain in the protective TRADE tote bin and will be disinfected by a sales associate. This process will happen to all trade items received prior to resale or refurbishment.
