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Power Up Rewards

Power Up Rewards - Mobile

Intro: PowerUp Rewards

GameStop Download Content Intro

Downloadable Content - Mobile

Intro: Download Content

Trade Values

What's Your Stuff Worth?

GameStop Shipping & Delivery Intro

Shipping & Delivery - Mobile

Intro: Shipping & Delivery

Mail

In Store

Return & Exchange Online Orders

Package Tracking

#### Processing Time
We only process, ship, and deliver orders Monday through Friday. [Learn more](./processing-time "Processing Time")

---

#### Shipping Times
* Shipping times displayed are for standard orders shipping to the lower 48 United States. 

* For orders to other locations, see [Shipping to Alaska, Hawaii, and Puerto Rico](/shipping-to-alaska-hawaii-and-puerto-rico "Shipping to Alaska, Hawaii, and Puerto Rico"), [Shipping to P.O. Boxes and FPO/APO Addresses](/shipping-to-po-boxes-and-fpo-apo-addresses "Shipping to P.O. Boxes and FPO/APO Addresses"), and [International Shipping](/international-shipping "International Shipping").

---

#### Ship-To Prohibitions
We don't ship to non-residential addresses. [Learn more](/ship-to-prohibitions "Ship-To Prohibitions")


shipping

Value

Edge

Express

Day One (pre-orders only)

Shipping

International Economy

International Shipping

PowerUp Rewards Credit Card

International Guests

Military Guests

Xbox Downloadable Content

Pre-Orders

Replacements, Warranties, & Lost Items

Embark on a journey of epic savings as a GameStop PowerUp Rewards member. Experience the unparalleled thrill of instant rewards as you explore a vast expanse of your favorite games, gear and collectibles.

PowerUp Rewards

Gift Cards

Sony Downloadable Content

Many of our products are immediately available, while other items may be backordered or only be available to pre-order or purchase in store.

Availability Status Messages

If you traded used games at a GameStop store, your remaining balance may have been stored on Trade Credit card. You can redeem your credit in stores or during checkout on GameStop.com. You can also check the balance on the card on our Gift Cards page. 

To redeem your credit or to check your balance, enter the account number and scratch-off PIN number printed directly on the Trade Credit card. 

Trade Credit

You can check your gift card balance online at our [Gift Cards page](https://www.gamestop.com/profiles/valuelookup.aspx "Gift Cards Check Balance page").

Enter your 19-digit gift card account number and your 4-digit PIN to check your balance.

1. Under the search bar on GameStop.com click "Gift Cards"

2. Scroll down to the portion of the page that says "Check Gift Card Balance"

3. Fill out all fields and click “Check Balance

Checking your Gift Card Balance

To redeem your points you must set up your account online by completing your member profile, setting your reward preferences to "stockpile", and adding games to your Game Library. Once set up, you can then select the Rewards Center tab to view rewards and start redeeming. 

If you're redeeming for a reward certificate, you'll get an email confirmation that directs you to go get your one-time-use certificate from the Active Offers section within your member dashboard. Show the associate your certificate on your phone or print it out and enjoy your reward! It's easy!

If you're redeeming for a digital code such as:

- GameStop coupon codes
- Xbox Live Currency, PlayStation Network Currency, or Nintendo eShop Currency
- ThinkGeek.com coupon codes
- Other limited time offer online codes

You will receive an email confirmation that directs you to access your digital code via the [Digital Locker](https://www.gamestop.com/PowerUpRewards/MyGameLibrary/DownloadsAndAddOns "Digital Locker") within your member dashboard.

How do I redeem my points?

Did you know you can use our new and improved GameStop app to use your smartphone to pull up your rewards card? 

Simply download the app and follow the instructions below:

#### Step 1
Login and tap Rewards.
#### Step 2
Rotate phone to reveal your rewards card!

I lost my card and would like a replacement

PowerUp Rewards Pro membership gets you way more for an annual fee of just $14.99. More points, discounts, and more ways to save.

Enjoy all the benefits of Player membership with bigger bonuses and an amazing assortment of awesomeness:

∙ 300 bonus points for enrolling, upgrading or renewing as a Pro member
∙ Buy 2 Get 1 free welcome offer on pre-owned games 
∙ 20 points per dollar spent on almost all purchases
∙ 10% extra credit when you trade games, accessories and tech
∙ 10% off pre-owned games and accessories 
∙ 12 issues of Game Informer magazine
∙ Access to members only sales events we call Pro Days!

What do I get with a PowerUp Rewards Pro membership?

You can buy physical gift cards worth up to $500 in U.S. GameStop stores or at GameStop.com. You can also include a message with your gift. When you buy a physical gift card online, it ships for free via First Class U.S. Mail and arrives in 1-2 weeks. Gift cards can be redeemed online or in U.S. stores at ThinkGeek & GameStop.

#### Buying a gift card with other items?
You can purchase gift cards at the same time as other items if you're shipping them to the same address. If not, just buy the gift card separately. It always ships free, so there's no additional shipping cost. 

#### Sending a gift card to more than one address?
To send gift cards to more than one address, you must order them separately. 

#### Giving a gift card in person?
You can also give someone a gift card in person. When you check out, ship it to yourself.

Buying a Physical Gift Card

If you're having trouble accessing your accout, check to see if you have completed your account and are using the right email address to sign in or reset your password.

#### Have you already completed your profile?
To complete your profile set up, please visit [PowerUpRewards.com](https://www.PowerUpRewards.com "PowerUpRewards.com"), and click "Sign In" in the top right hand corner of the web page. Follow the on screen instructions to complete your profile.


#### Are you using the correct email address to log in?
There are two different types of email addresses that are attached to your PowerUp Rewards account:

1. The login email address used to login to your account
2. The contact e-mail address where you receive GameStop PowerUp Rewards promotions, offers, and notifications.

You might have the same e-mail address for both. Try logging into your account using the email address associated with your PowerUp Rewards account. If you do not remember your original email address, please contact Guest Care to verify your account information.

I can't access my account

If you are ordering large amounts of merchandise (at least 10 of the same item), you can place a premium purchase or bulk order by contacting us at bulkorders@gamestop.com. Be sure to include:

- Your name
- The name of the organization you represent (if applicable)
- Preferred contact phone number
- Preferred contact email
- Preferred time of contact
- Billing Address
- Shipping Destination
- Tax Exempt Status
- Item(s) along with quantity desired
- Reason for bulk purchase

Premium Purchases / Bulk Orders generally consist of large amounts of merchandise (at least 10 of the same item) and do not include orders of smaller quantities for single households. Some eligible bulk purchasers include: schools, penitentiaries, military bases, corporations, libraries, rehabilitation centers, etc.

Ineligible bulk purchasers include: freight forwarders, exporters, direct competitors, international guests, or single households requesting 10 or fewer of the same item. We are excited to work with all our Premium Purchasing guests, but please keep in mind that GameStop reserves the right to enforce limitations and restrictions.

### Gift Cards
For inquiries around bulk gift card orders, please see our [business-to-business gift cards](https://www.gamestop.com/gs/landing/b2bcards/ "business-to-business gift cards") page.

### Bulk Purchasing of Consumer Electronics
If you operate a refurbishment/repair facility or are interested in reselling consumer electronics purchased in bulk, please visit our auction page and register to bid on our regularly posted auctions. Terms and conditions and all additional important details are available at [https://wholesale.gamestop.com](https://wholesale.gamestop.com "GameStop Wholesale"). Happy bidding!

### Tax Exemptions
GameStop honors tax exemptions! All we need is your documentation and we will get you taken care of.

### Payment Options
Premium Purchases / Bulk Orders are typically placed using a major credit card. However, we will be more than happy to try to accommodate any special circumstances, so don't hesitate to contact us!

### Shipping
To protect our guest's information, we ask that your designated shipping address reflects the address of the end user.

### Delivery Times
GameStop.com does not ship, nor are deliveries made, on weekends.


Bulk Orders

Find games, systems, accessories, and more online and then pick them up at your local GameStop.

You can narrow your search results to only show items available for pick up. After searching, go to the “Narrow Your Results” column and select “Pick Up At Store” under “Availability.” 

Pick Up At Store

You can return products purchased in a GameStop at any GameStop location.

Be sure to bring:

- Your receipt
- Any original packaging and cables


Returning Products Purchased in Store

Saving money with trades is as easy as 1, 2, 3 at GameStop. All you have to do is gather your items for trade (games, systems electronics and more), bring those items to GameStop and then save on the stuff you really want. 

![trade-instructions](//images.ctfassets.net/dwqo6jh836iy/2aeqmLdCYo0aG6akGoYO8i/2da4c99c6fc7563ef74198fab9931f25/trade-instructions.png)

Sell or Trade

You score points on the dollar for purchasing any new and pre-owned games, consoles, accessories, collectibles and more!

Every time you shop at GameStop, provide the your store associate with the telephone number or email address you signed up with associated with your member account. Your points are calculated based on your purchase and applied to your account.

Shop GameStop.com while logged into your completed member account and your points will be accrued and applied for all applicable online purchases.

Choose from a variety of rewards from the GameStop PowerUp Rewards Center. Cool, new and exclusive stuff is added all the time!

How do I score PowerUp Rewards points?

You can buy digital gift cards for up to $500 at GameStop.com. When you buy a digital gift card, it is sent to your recipient by email and arrives within 48 hours of processing (excluding major holidays). You can also include an optional gift message. Gift cards can be redeemed online or in U.S. stores at ThinkGeek and GameStop.

#### Buying a gift card with other items?
You can purchase digital gift cards at the same time as other items.

#### Sending a gift card to more than one email?
To send gift cards to more than one email address, you must order them separately.

Buying a Digital Gift Card

__All PowerUp Rewards members accumulate points for each dollar spent.__ Player members gain 10 points per dollar, while Pro members gain 20. Pro members also gain points for traded games. 

#### Player Members
- 10 points per dollar spent on all new games, accessories, consoles, collectibles, and tech.
- 10 points per dollar spent on pre-owned games, accessories, consoles, and tech.

#### Pro Members
- 20 points per dollar spent on all new games, accessories, consoles, collectibles, and tech.
- 20 points per dollar spent on pre-owned games, accessories, consoles, and tech.
- 20 points per dollar traded.


Points by PowerUp Rewards Membership Level

PowerUp Rewards is the GameStop customer appreciation program. Sign up with a few pieces of information at your local GameStop and you can immediately start scoring points and discounts. As a PowerUp Rewards member, you will also get invitations to member-only events, advance notifications of sales, promotions, and other offers.



PowerUp Rewards are available at all U.S. GameStop locations. Points can be scored for purchases in store and on GameStop.com.

PowerUp Rewards Player membership is our free membership tier that gives you points for your purchases, exclusive offers and more.

∙ 10 points per dollar spent on almost all purchases
∙ A special coupon on your birthday
∙ Customized, exclusive monthly offers

PowerUp Rewards Membership Information

No worries! As long as you used your PowerUp Rewards card in the transaction, you are covered!

#### Step 1 
Sign in to your PowerUp Rewards account (either through the full website or the mobile app).
#### Step 2
Click on "My digital locker" to reveal your full history of digital code purchases!

I purchased a DLC code from the store and lost my receipt

You can return products purchased online by mail or at a nearby GameStop store. A receipt is required for all returns and exchanges.

#### Return to GameStop.com
To return or exchange an item to GameStop.com, include the packing list, identify the reason for the return, and send it to the address on the return shipping label.

#### Return to any GameStop store
Certain items may be returned by taking them to a GameStop store location in the United States. Items returned to a GameStop store location must be accompanied by the original packing list. Store return policies may vary and are subject to manager approval.


Returning Products Purchased Online

Our video games are NTSC (U.S.) versions. You must have an NTSC video game system to play them. We do not sell PAL (European) video games on GameStop.com. All PC (Computer) products that we sell will work on any PC computer system.

To ensure that your video game will work with your gaming system, please order your games from one of these authorized GameStop sites if you live in one of the following countries:

[Australia](http://www.ebgames.com.au/ "EB Games Australia")
[Canada](http://www.ebgames.ca/ "EB Games Canada")
[France](http://www.micromania.fr/ "Micromania France")
[Germany](http://www.gamestop.de/ "GameStop Germany")
[Italy](http://www.gamestop.it/ "GameStop Italy")
[New Zealand](http://www.ebgames.co.nz/ "EB Games New Zealand")
[Spain](http://www.gamestop.es/ "GameStop Spain")
[UK & Ireland](http://www.gamestop.ie/ "GameStop UK & Ireland")

You can also check out these informational sites to research a game or find a store near you.

[Denmark](http://www.ebgames.dk/ "EB Games Denmark") 
[Finland](http://www.gamestop.fi/ "GameStop Finland") 
[Norway](http://www.ebgames.no/ "EB Games Norway")
[Sweden](http://www.ebgames.se/ "EB Games Sweden")

International Games & Platforms

We guarantee that we will always post the best release date information available at the time of our posting. We know that you want that hot new game yesterday, and we want to be the company that gets it to you quicker than anyone else.

GameStop.com works tirelessly with game publishers to ensure accurate release dates on our site. Occasionally, publishers run into problems during the production of a game, and the release date must be changed. Sometimes dates move forward; more often they move back, and frequently they get changed more than once.

If a game is scheduled for release far in the future, the vendor may not even give us a date. In those cases, we rely on the collective wisdom of our buying staff to estimate a date based on their knowledge of the industry and the vendor's history.

Pre-Order Release Dates

Because your Rewards points are considered to have monetary value we are legally required to notify you of your account standing once a month. 

For this reason, unsubscribing from PowerUp Rewards marketing notifications will not remove you from the monthly eSummary list. 

Please allow up to three weeks for all marketing emails to cease.

How do I stop receiving PowerUp Rewards emails?

To learn more about your PowerUp Rewards Credit Card, and to view frequently asked questions, sign in to your account, and visit the help page.

You can also speak with a guest service representative.

#### Guest Care
1 (855) 497-8168

#### TDD/TTY
1 (888) 819-1918

#### Guest Care hours 
Monday - Sunday 8am - 9pm ET

*Live Guest Care hours may vary on holidays. Automated Guest Care is available 24 hours a day, 7 days a week.*



About Your PowerUp Rewards Credit Card

You can use a physical or electronic gift card to pay for games and more online and in-stores at ThinkGeek or GameStop.

### Step 1
Choose your items and check out.

### Step 2

During checkout, enter the 19-digit gift card account number and 4-digit PIN (found on the back of the card).

### Step 3
Apply any additional gift cards, then place your order.


__What happens next?__

We charge your gift card as soon as you order. If your purchase total is more than the value of your gift card, you can use another payment method to pay for the difference. If it's less, you can use the remaining balance on your gift card another time.

If your order is canceled before it ships, we send you a new gift card to cover the cost of the item, plus any applicable taxes and promotions.

Paying with a Gift Card

If you are shipping your purchase to a P.O. Box or an FPO/APO address, you can use Priority shipping. Packages delivered with Priority shipping are delivered in 5-10 business days after processing.

For APO/FPO orders, estimated time is to the U.S. military drop-off locations. Military delivery time from the drop-off location will vary.

#### Ship-To Prohibitions
Please be informed that your designated ship to address must reflect the address of the ultimate end-user. GameStop.com will not process any order which specifies an address of a freight forwarder, warehouse, distribution center, airport or hotel.

Postal orders like APO/FPO shipping may miss our drop shipment process for pre-orders but will ship as close to the release date as possible.

Shipping to P.O. Boxes and FPO/APO Addresses

GameStop.com now accepts PayPal as a form of payment. Speed through checkout without your credit card.


Look for this button in your cart to begin using PayPal today. 
PayPal Legal Information [here] (https://www.paypal.com/us/webapps/mpp/ua/legalhub-full)

Paying with PayPal

When you ship to Alaska, Hawaii, or Puerto Rico, you have different shipping options.

- Expedited shipping: (Physical street addresses only)
   Delivered in 2 business days after processing. Remote locations may take longer.
- Saver: (Physical street addresses only)
   Delivered in 5-10 business days after processing.
- Priority: (P.O. Boxes and FPO/APO addresses only)
   Delivered in 5-10 business days after processing.

For APO/FPO orders, estimated time is to the U.S. military drop-off locations. Military delivery time from the drop-off location will vary.

Shipping to Alaska, Hawaii, and Puerto Rico

We'll update your order status on your tracking page as your package makes its way to you.

Here are some statuses you might see.

####In Process
Your order is still in the warehouse. During this time, we find your items, pack them, and give them a shipping label with a tracking number.
####On Its Way
Your order has shipped. It still has a day or more to go before it reaches you. 
####Out for Delivery
Your order is in your area and should be delivered by the end of the day.
####Delivered
Your order has arrived and been dropped off at your shipping address or pick-up location. 
####Picked Up
Your order has been picked up from a pick-up location where it had been held.
####Undeliverable
Your order couldn't be delivered.

Your Order Status

We all lose things now and then – our keys, rugby matches, bets with our in-laws…

A gift card is like cash. If lost or stolen, it cannot be replaced without the original sales receipt or a receipt from a transaction the card was used on. These receipts will have the card’s account number and the amount on the card.

For online transactions you can use a printout of the order confirmation that the card was used on.

In either case, a store associate will contact our Document Control Department with that information so the amount can be transferred to a new card.

Replacing a Lost or Stolen Gift Card

If you missed your delivery, your carrier will usually leave a missed delivery notice on your door or in your mailbox with further instructions or will try to redeliver your package the following day.

If you still aren't sure when the next delivery attempt will be, you can contact your carrier with questions about your delivery. 

Missed Delivery

Most new products can be returned unopened within 30 days of purchase for a full refund. 


| Product	     | Unopened     |  Opened    |
| ---------- | ---------- | ---------- |
| New merchandise (except tablets and accessories)       | Full refund within 30 days of purchase       | No refunds: Identical exchange within 30 days of purchase       |
| New tablets       | Full refund within 14 days of purchase       | No refunds: Identical exchange within 30 days of purchase       |
| New accessories       | Full refund within 30 days of purchase       | Full refund within 30 days of purchase       |
| Pre-owned merchandise       | Full refund within 7 days of purchase, Identical exchange within 30 days of purchase      | Full refund within 7 days of purchase, Identical exchange within 30 days of purchase       |
| Downloadable Content (DLC): Digital Games, PC Downloads      | No refunds or exchanges       | N/A       |

#### How are refunds issued?
Refunds are issued in the original payment type.

#### Exceptions
Cash purchases over $150 are subject to a refund by check issued from our corporate office within 14 business days. Guests with a gift receipt will only receive an exchange or a gift card of equal value. We reserve the right to refuse any return and to require that certain items be returned directly to the manufacturer.

#### Handling
Handling costs are non-refundable. If the reason for your return is due to our error, please contact us at 1-800-883-8895 for a handling credit.



Refunds

#### Returns and exchanges for in-store purchases are subject to the following guidelines:
- A receipt is required for all returns and exchanges.
- Unopened new merchandise (except tablets) = full refund within 30 days of purchase.
- Opened new merchandise (including tablets) = identical exchange within 30 days of purchase.
- New accessories (opened or unopened) = full refund within 30 days of purchase.
- Unopened new tablets = full refund within 14 days of purchase.
- Pre-owned merchandise = full refund within 7 days of purchase or identical exchange within 30 
- Pre-owned merchandise = full refund within 7 days of purchase or identical exchange within 30 days of purchase.
- Downloadable Content (DLC), Digital Games and/or PC Downloads = no returns or exchanges.

---

Refunds are issued in the original payment type. Cash purchases over $150 are subject to a refund by check issued from our corporate office within 14 business days. Customers with a gift receipt will only receive an exchange or a gift card of equal value. We reserve the right to refuse any return.

Store Return Policy

Can't find your package? It may have been left in an unusual location or it may not have been delivered yet. 

Sometimes packages are left in a spot not visible from the street or with neighbors or building administration or security. Sometimes a package gets marked as delivered while it's still on its way to you. 

If you've tried checking in unusual locations and it's been more than 2 hours since you've gotten a delivery notification, contact your carrier. 

Missing Package

We pack and ship your items securely to prevent damage—but sometimes accidents happen. 

If your package was damaged in transit, contact us. We’ll work with you to make it right.

Damaged Package

By opting in to receive mobile updates, you are agreeing to the following GameStop's SMS Policy. Read the full policy to learn more about this agreement, how to opt in or out, and how to get support.

#### GameStop Marketing and SMS User Agreement

By participating in the GameStop, Inc. SMS marketing and promotions program you will receive offers, information, and other promotional text messages from GameStop. You must be the mobile phone account holder or have permission from the account holder to use this service. You must be 18 years or older or have permission from a parent/guardian. Message and data rates may apply.

By participating in this program you specifically authorize GameStop to send telemarketing communications using an automatic telephone dialing system or an artificial or prerecorded voice system, and understand that your consent to such messages is not required as a condition to purchasing any property, goods or services. The number of text messages that you receive may vary. The person consenting to receive telemarketing communications also provides authorization for the specific telephone number that may be contacted via this program.

#### Opt-out and Support

The mobile operators participating in this campaign include AT&T, Sprint, Boost, Virgin Mobile, T-Mobile, MetroPCS (GSM), U.S. Cellular, Verizon Wireless, Cricket, Cincinnati Bell Wireless, CellCom USA, C Spire Wireless, and nTelos. If your mobile operator is not participating, you will not receive a reply to your messages. Some operators may not support some services at the process offered. Pre-paid users may not be able to participate. Check with your mobile operator.  Mobile operators are not liable for delayed or undelivered messages. 

GameStop collects certain information automatically upon subscription. Information collected includes the type of mobile device you use, unique device identifier and mobile operating system.

To opt-in for GAMESTOP mobile updates and offers text JOIN to 46787. By opting in, the GAMESTOP mobile subscriber agrees to receive GAMESTOP updates and offers via text. You agree to receive recurring mobile marketing text messages from GAMESTOP to the mobile number provided by you. Consent is not a condition of purchase. The text messages are generated by an automated dialer from GAMESTOP to the provided mobile number. Reply STOP to 46787 to discontinue receiving text alerts. Reply HELP to 46787 for help. Msg & Data Rates May Apply.

For additional support please contact customer service at: [SMSOptOut@gamestop.com](mailto:SMSOptOut@gamestop.com "SMSOptOut@gamestop.com").

GameStop respects your right to privacy.  You can view our privacy policy [here](https://www.gamestop.com/gs/help/PrivacyPolicy.aspx).

SMS Policy

If you can't find your digital content, check your active downloads.

### Xbox 360

#### Step 1
From the home dashboard press the Xbox Guide button on your controller. This will pull up the Xbox Guide menu.
#### Step 2
Navigate to the Games & Apps tab, and select "Active Downloads". This will pull up any content that is currently downloading.

If nothing appears in your active downloads, navigate back to Games & Apps and select "My Games". This will take you to your current digital game library.

### Xbox One

#### Step 1
From the home dashboard, navigate to "My Games & Apps".
#### Step 2
Hover over the Game tab. This will display all of your current downloaded games in your library.

Checking your Xbox Active Downloads

UPS My Choice™ gives you a new level of flexibility and control over home deliveries. Decide when and where to receive your packages. Sign up now at [ups.com/mychoice](https://ups.com/mychoice "UPS My Choice").

UPS My Choice™

By opting in to receive mobile updates, you are agreeing to following GameStop's SMS Policy. Read the full policy to learn more about this agreement, how to opt in or out, and how to get support.

#### GameStop Marketing and SMS User Agreement

By participating in the GameStop, Inc. SMS marketing and promotions program you will receive offers, information, and other promotional text messages from GameStop. You must be the mobile phone account holder or have permission from the account holder to use this service. You must be 18 years or older or have permission from a parent/guardian. Message and data rates may apply.

By participating in this program you specifically authorize GameStop to send telemarketing communications using an automatic telephone dialing system or an artificial or prerecorded voice system, and understand that your consent to such messages is not required as a condition to purchasing any property, goods or services. You will receive up to eight automated messages per month. The person consenting to receive telemarketing communications also provides authorization for the specific telephone number that may be contacted via this program.

[Learn More] (https://www.gamestop.com/gs/help/SMSPolicy.aspx)

The _"Pre-Order"_ or _"Pre-Release"_ status means this product has not yet been released. Pre-ordering a product is the best way to ensure that you'll receive it promptly when released. The date listed is usually the date we pick up product from the vendor and ship to you.

Pre-Order Status

GameStop knows that you care about your privacy and the use of your personal information. This notice describes our Privacy Policy. This Privacy Policy applies to information we collect about you from any source and in any way – through our Websites, applications or other Internet based interactions, in our retail stores, and through our PowerUp Rewards™ Program.

Privacy Policy

Visit [PowerUp Rewards](https://www.gamestop.com/poweruprewards/ "PowerUp Rewards Center") or download the GameStop app. From the PowerUp Rewards Center, you'll be able to use your points for in-store discounts, digital currency, exclusive offers, limited time items and more!

How do I convert points to rewards?

GameStop will only provide proof of purchase information to manufacturers and to law enforcement. If you're reporting a stolen product, the police can request proof of purchase by fax or email.

### Requesting a Proof of Purchase for a Police Report 

Provide these instructions to the Officer assigned to your case.

#### Step 1
Please send a request via fax (817-424-2062) or email (policerequest@gamestop.com) from your police department, and include or have ready the following information:

- Officer's first and last name
- Badge number
- Officer's phone number
- Case number
- Reason for requested information
- Police Report
- Officer's first and last name
- Description of what is being requested. Please include all available information, i.e. guest name, Power Up account number, dates, purchase location, serial numbers, product type, etc.

PLEASE NOTE: Incomplete information or deviation from these instructions may delay or halt processing of the request.

Requesting Proof of Purchase for a Police Report

Please go to your local GameStop location and have the associate call the Store Dedicated Hotline. Our agents will assist the associate in merging your accounts.

How do I merge multiple accounts? 

If an item you purchased is defective or was damaged, let us know within 30 days and we'll replace it with a similar item.



After 30 days from purchase, terms and conditions of manufacturer's warranty apply to defective video games systems and computer hardware. 

Defective or Damaged Products

As soon as your order has shipped, we email you with your estimated delivery date, your order's current status, and a button to track your order. If we shipped your order in multiple packages, we'll send an email for each package with details about which items are in which packages. 

Note: Shipments to APO/FPO addresses do not offer real-time tracking.

Tracking Your Order

Visit [PowerUpRewards.com](https://www.gamestop.com/poweruprewards/ "PowerUpRewards.com") and sign in to your account. This cannot be performed from the mobile app.


1. Sign in on GameStop.com

2. From the My Account list in the upper right account icon click "account dashboard"

3. In the lower right under personal data click "Edit Personal Data

How do I change my e-mail address?

Products with a pre-owned guarantee have been carefully tested and are guaranteed to work. If you are not completely satisfied, simply return the product within 7 days for your money back or within 30 days of purchase for an identical exchange.

Pre-Owned Guarantee

We offer digital and physical gift cards. You can use gift cards, trade credit, or PowerUp Rewards<sup>TM</sup> cards to purchase games and more online or in U.S. stores at GameStop. Gift cards never expire, so you can use them right away or save them for the next big thing.

About Gift Cards

You will be the importer of record and will be responsible for all levies, duties, import fees, taxes, and other charges.

GameStop.com strongly suggests that you check with your local government agency to determine the extent of such charges prior to purchase. GameStop.com cannot issue credit in cases where packages are not delivered due to non-payment of fees.

Who is responsible for import fees, duties, and other charges?

If you can't find your digital content, check your current downloads.


#### Step 1
From the home screen, navigate to the PlayStation Store screen.
#### Step 2
On the home page of the PlayStation Store, navigate and click on "Downloads."
#### Step 3
From the Downloads page, you should see all of your most recent game/content downloads.

Locating Your Downloadable Content (DLC) on PS3/PS4

Be sure to bring payment with you when you go to your local GameStop for your Pick-Up At Store pre-order. 

You can pay for your pre-order with the following payment methods:

- Visa
- MasterCard
- American Express
- Discover 
- GameStop gift cards
- ATM or debit cards are also accepted

If paying by credit or debit card, both the card and the authorized user of the card must be present.

Payment for Pick-Up At Store Pre-Orders

Any products returned to GameStop.com by mail must be in the original packaging and include any manuals, cables, and accessories in sellable condition. 

We reserve the right to limit returns to unopened or defective products. 

We do not accept returns of:

- Any product(s) returned more than 30 days from the date on the packing slip.
- Any product(s) that has been opened (taken out of its plastic wrap).
- Any product(s) not in its original condition.
- Any product(s) that is damaged, played, or is missing parts.
- Any product(s) that were sold as part of a bundle, unless the bundle is returned complete.

Please do not mail us product(s) that do not meet the return criteria listed above, as we do not issue refunds for non-qualifying items and cannot return the items to you.

Return Eligibility of New Products Purchased Online

For orders shipped outside of the United States or Canada our system can only ship to your credit card billing address. Your billing address must match the billing address on file with your credit card issuing bank.

It is very difficult to obtain verification information from banks outside of the United States and Canada. For your protection, in most cases you will be required to fax us a copy of your most recent credit card statement. If you are ordering from outside the US or Canada, your credit card issuing bank and ask them to release address verification information to GameStop.com. Without this verification, we will be unable to process your order.

Address Verification for International Orders

If you're a Canadian guest, you may enjoy shopping at [EBGames.ca](https://EBGames.ca "EB Games"), featuring the same GameStop experience you've come to know and love. In many cases, Canadian guests will experience faster delivery times and lower shipping rates when shopping on EBGames.ca.

Does GameStop.com ship to Canada?

Just [sign in](https://d.comenity.net/gamestop/pub/Home.xhtml "sign in to your GameStop PowerUp Rewards Credit Card Account") to your GameStop PowerUp Rewards Credit Card Account and click "Make a Payment." Or call us at [1-(855)-497-8168](Tel:1-855-497-8168 "Call Us").

How do I pay my PowerUp Rewards credit card bill?

GameStop.com only processes, ships, and delivers items Monday through Friday. Orders placed on Saturday, Sunday, or holidays will be processed the following business day.

We will not process or ship orders on the following holidays.

- New Years Day
- Memorial Day
- Fourth of July
- Labor Day
- Thanksgiving
- Christmas
- New Years Eve

Additional processing time may be necessary on bank closure holidays. 

Processing Time

GameStop will only provide proof of purchase information to manufacturers and to law enforcement. If you need to use a Manufacturer Warranty, GameStop can forward your proof of purchase to the manufacturer.

### Requesting a Proof of Purchase for Manufacturer Warranty 

#### Step 1
Contact the manufacturer to verify eligibility of your warranty, and to start a service request.

#### Step 2
Once you have been given your service request number (Sony) or your reference number (Microsoft), fill out this [form](https://gamestop.egain.net/system/web/custom/Email_Form.jsp "Email Form").

We will forward your proof of purchase information directly to the manufacturer. The Manufacturer will then contact you at this time.

Requesting Proof of Purchase for a Manufacturer Warranty

The "Available Now" or "Usually ships in 24 hrs" status means this product is available for immediate shipping. Your order will typically be processed within 24 hours, frequently sooner. After your order is processed, the time of delivery is determined by the shipping method you selected.

Available Now Status

To change your password, go to the [Forgot Password](https://login.gamestop.com/Account/ForgotPassword "Forgot Password") page. We'll email you within 15 minutes with a link to change your password. 

Note: Only request to change your password once. Requesting to change your password multiple times may result in an email with an invalid link.


How do I change my password?

Remember how we said they were “like” cash? Well, unfortunately, GameStop gift cards, trade cards, and PowerUp Rewards™ cards cannot be refunded or redeemed for cash (as stated on the back of the card) except where required by law.

Returning or Canceling a Gift Card

GameStop.com cannot issue credit for international packages which are refused or abandoned.