I emailed [[email protected]](mailto:[email protected]) on Friday and asked the following:

Hi, I'd like to pre-order Final Fantasy VII Remake (Standard Edition) for the Shinra Keycard and Collectible Tin Box bonus, however it's out of stock, I was wondering if there's still a possibility to pre order it or if when the stores reopen will the Shinra Keycard and Collectible Tin Box bonus be available in store for people that couldn't pre order it online or in store with stores closed due to COVID-19?

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Today I got the following reply from [[email protected]](mailto:[email protected]):

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 Animal Crossing New Horizons, Doom Eternal, Persona 5, Final Fantasy VII Remake, or 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 time frames, please visit our Shipping Information page.

The calls are being worked on by a large team as we speak, they will get to you as quickly as possible and by release date of the title for final fantasy it will be a few days. We are also working on an intake form for your information we will have that running as quickly as possible. Any additional information will be added to our FAQs please check in regularly.

We apologize if you are inquiring about something unrelated to these topics.
Please visit our FAQ linked below it is being updated regularly and if that does not answer your questions please respond to this email.
If you have an inquiry around a specific order, please ensure you include the order number in your response.

Regards,

The EB Games Canada Customer Service Team

For our Frequently asked questions around the Covid-19 situation please visit : https://www.ebgames.ca/covid19, this page will be updated regularly

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So, when will stores reopen to place a pre-order in store? When will pre-orders be back in stock online? for people who couldn't pre-order, will the pre-order bonus be available to everyone in stores when they reopen? How does the reply answer what I asked?