| GENERAL INFORMATION |
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| - What type of services do you offer? |
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| Game Access is an online store and Canada’s largest online video game rental service. Depending on your location, Game Access offers different types of services. Check out the available account types below. |
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| - What account types are available on Game Access? |
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| Platinum: |
This is the all access package. For a low monthly fee, you can rent unlimited games, buy items in the store and get access to all the content Game Access has to offer. Only available in Canada. |
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| Gold: |
This account type is Free and allows you to buy items in the store, get access to all our multimedia content and more. Only available in the USA and Canada. |
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| Silver: |
This account type is also Free. It can be used to access content and participate in the Game Access Community. Only a valid email address is required. Available anywhere. |
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Get more information about account types here. |
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| PLATINUM ACCOUNT |
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| - How much does a Platinum account cost? |
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| The monthly fee depends on the amount of games you want to hold at a time. We offer plans from 1 to 4 games out at a time. 1 game out at a time means you can have a maximum of one game rental in your possession at a time, but you may exchange it as often as you like during the month at no extra charge. Please note that we offer a 10 day free trial for the Platinum account.
More pricing details are available here. |
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| - Are there any shipping fees to rent games? |
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| Shipping is free. All rentals will also come with a pre-paid return envelope for each game. Please put each game in its individual envelope. |
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| - When and how do I get my game rentals? |
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| The first step is to build your Game Queue (more details below), which is the list of games you wish to rent. We require a minimum of 10 released games to ensure a continuous service. If fewer than 10 games interest you, please consider adding the Reserve a Game feature, more details are available here. All games are shipped by mail via Canada Post and shipping times depend on your geographical location. Since we are located in Montreal, Quebec, we estimate shipping times to be 1-5 business days for major metropolitan areas in Canada. If you are outside a major metropolitan area, it is difficult to estimate shipping times because they depend on the speed of your local mail service. |
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| - How does the Game Queue system work? |
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| Start by selecting a minimum of 10 released games to start with. We ship games starting from the top of your list, depending on the availability of each release. For example, if the #1 game in your list cannot be shipped, we move to the second one and so on. Our system also allows you to reserve specific games. Learn more about the Reserve a Game feature here. |
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| - How does the stock indicator system work? |
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| The stock indicator shows which games you are most likely to receive next. The higher the stock indicator bar, the more chances you have to get that game. Please keep in mind that this not an indicator of physical stock (amount of copies in stock at the current moment). The main reason is that even if a game is in stock, it might be reserved by a member or going to someone else. This is why this system is more accurate, taking into account many different variables including but not restricted to: the total amount of copies of this game, the amount of people who wish to receive this game and also the amount of people who have reserved the game. Also note that if a game is unreleased, instead of the stock indicator bar, the release date will be shown in red. |
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| - What is the Fast Return feature and how does it work? |
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| Cut down turn around times by half with Fast Return. Only $3.99 per month! |
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| How it works: |
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| 1. Click on the Fast Return link besides the game you are sending back; |
| 2. A confirmation page will be displayed to make sure you have selected the correct game; |
| 3. Once this is done, another game will be automatically sent to you within 1 business day! |
| 4. Once we get the game that was sent back using Fast Return, the feature can be used on another game. |
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| For this example we will assume a delivery is done in 3 business days. Please note that delivery times usually vary from 1-5 business days depending on your location. |
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| - What is the Reserve a Game feature and how does it work? |
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| Game Access offers you the possibility to reserve specific games for only $1.99 per month! |
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| How it works: |
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| 1. Select the game you wish to reserve in your queue by selecting 'Yes' under the 'Reserved' column; |
| 2. Once the reservation is made, you can view the position at which you are now below the Game Queue; |
| 3. Send back a game you have in your possession if you haven’t already done so; |
| 4. When we receive a game from you, the next available copy of the game you reserved is yours! |
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| Important details: |
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| - Game reservations are subject to the game availability and may result in a short waiting period; |
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If you reserve an unreleased game, a rental spot will still be held immediately. We suggest you reserve upcoming games 1-2 weeks maximum before the release date; |
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| - You may reserve a maximum of one game at a time; |
| - You can modify your game reservation at any time. |
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| - How long can I keep the games? |
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| You can keep a game an hour, a week, a year, it’s up to you! As long as you’re a paying member, there are no due dates or late fees. |
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| - How do I send back a game? |
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| Every game comes with its own pre-paid envelope and protective CD sleeve. Simply put the return envelope in a Canada Post mailbox or drop it at any post office once you’re done. Mailing instructions are also shown directly on the game CD sleeve. |
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| - What if I am missing a CD sleeve or a return envelope? |
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| Please contact us here
so we can send a replacement. It is important not to send back games without the CD sleeve, in another envelope than the Game Access envelope or put multiple games in the same envelope. If we receive a broken game, it can be charged to your account. |
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| - What if a game is damaged during transit or unplayable? |
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| Since all games are inspected daily, games leaving our company are usually in perfect condition. However, it can happen that a game is damaged during transit and becomes unplayable. If you are an active Platinum member, we will generally assume the cost of a broken game. Please let us know if you receive a damaged or unplayable game so we can take note of it and send you a replacement in a timely manner. |
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| - What is the My Account section? |
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| Everything you need to know about your membership can be found in the My Account section after you sign in. There you can also create or view your Gamer Profile, change you address information, view store orders and much more! |
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| - What is the Game Access reward program for Platinum members? |
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| Platinum members can earn discounts in the store just by keeping their account active for a continuous period of time. Get up to 20% off used games as well as free standard shipping for games (reduced price for other item types)!
Full details are available here. |
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| - I have games in my queue, why am I not receiving anything? |
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| Simply sign in and visit the My Account section as well as the Game Queue section. A warning will be displayed, explaining why no games are being sent and let you know if you need to do anything. Please note that if you have a game on reservation, we will hold a rental spot until we have the specific game you wish to rent. |
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| - Do you rent consoles and accessories? |
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| - How can I cancel my Platinum account? |
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You may downgrade to a Free Gold account at any time by calling us at 1-888-880-0443, Monday to Friday, between 10am and 6pm, Eastern Time. Please make sure you contact us at least 24h before your renewal date on a business day. Before doing so, please consider downgrading your rental package, you will keep increasing your reward level and save on all your next purchases. Downgrading to Gold will clear your reward level since it is based on how long you've had a continuous Platinum account with us.
Important: Upon cancelling, you will have 10 days to get your remaining game(s) back to us. Failure to do so will result in an additional monthly charge until all games have been returned. When terminating a Platinum account, we also highly suggest you send back your last game(s) using Canada Post Xpresspost. For a low fee, the game(s) will be insured for damages or loss up to $100. Please also keep your receipt since it will contain proof as well as your tracking number. If you cannot provide proof that you sent your package via a traceable shipping method, you will be fully liable for the cost of any lost or damaged game(s).
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