Samsung Phones - FAQ for online purchase

How can I order a Samsung Unlocked Phone (the “Phone”)?

You can go to //www.samsung.com/ca/consumer/mobile-devices/smartphones/ to order your Phone.

Can I purchase Samsung product other than phones?

No other products can be purchased on www.samsung.com at this time.
Please stay tuned for further developments on other Samsung products you will be able to purchase.

What is the status of my order?

You will receive a confirmation e-mail once you ordered your Phone. Once the Phone ships, you will receive a second e-mail that will contain the tracking number for your order allowing you to obtain information on the shipping status of your Phone.

How long will shipping of my Phone take?

Shipping will take approximately 1 to 7 business days depending on your shipping location.

What is the cost of shipping for the Phone?

A shipping fee of $7 CAD will be added per order within Canada.
The shipping fee will be automatically added to your order at the time of order submission. Delivery orders to addresses outside of Canada are not accepted.

Does the Phone work with any SIM or carrier worldwide?

The Phones work with compatible SIM cards from any Canadian carrier. The Phones may be compatible with other wireless networks around the world. Contact your local service provider for more details.

Where do I get my SIM card?

You can obtain your SIM card from any participating retail locations of your wireless carrier in Canada.

Do Phones work on all Canadian network providers?

Yes, with one exception: the Samsung Galaxy A5 Phone does not work on the Wind & Eastlink networks.

What can I do if I have a problem with my Phone?

You can also visit one of Samsung’s Experience Store locations with your service request. For a list of Samsung’s Samsung Experience Store locations in Canada, please visit http://pages.samsung.com/ca/thesamsungstore/English/

Can I cancel my order once placed?

Once your order has been submitted, you must wait for delivery of your Phone so that you can refuse the shipment.
Please don’t accept delivery of your Phone, mark on the courier's Bill of Lading or delivery document "Cancellation” and tender the Phone back to the courier.
A credit will be issued to you, equal to the amount of the purchase price of the Phone plus any applicable taxes.
Please allow for 3 to 7 business days for your credit to be issued.
You will receive an e-mail confirmation of when the credit has been applied to you.

Can I return my Phone?

DOA or Buyer’s Remorse

You can return any undamaged Phone if deemed “Dead on Arrival” (DOA) or due to Buyer’s Remorse within 15 days from the date you received the Phone.
The Phone must be returned in its original condition along with any original packaging, manuals, accessories, free items and any other components accompanying the Phone.

Determining if phone is DOA

If we are unable to resolve the issue over the phone, and for you to return the Phone, you must request a Return Merchandise Authorization number and a pre-printed waybill that will be given to you during the call. IF YOU RETURN THE PRODUCTS WITHOUT AN AUTHORIZED RETURN MATERIAL AUTHORIZATION NUMBER AND/OR THE PRE-PRINTED WAYBILL, NEITHER TECH DATA NOR SAMSUNG WILL ISSUE A CREDIT FOR THE RETURNED PHONE.

More rigorous hands on testing will be performed to validate whether or not it is DOA once your Phone is returned to Tech Data. If the Phone is found not to be defective (based on the reason you provided with the return request), your Phone will be returned to you and no credit or refund will be issued. “No fault found” returns do not qualify for Buyer’s Remorse returns. If the Phone is deemed DOA, we will then issue you a credit upon receipt of the Phone.

Provided that the Phone is returned in accordance with the terms of this section and is deemed DOA after the inspection set out above, you will receive a full refund of the purchase price paid for the Phone, including any taxes paid, in accordance with Tech Data’s Returns Policy and subject to applicable provincial law. The refund due to you will be processed within 3 to 7 business days based on the original payment method.

When do I need my unlock code and how do I use it
You will receive your unlock code in your shipping confirmation email.
If you decide to change service providers, you would need to follow these instructions:
Execute a backup of all your personal information before going through the instructions below as your Phone will go through a complete reset and you will lose all your information.