FAQs

 CAN I GET DISCOUNT ON MY PURCHASE ? 

We typically provide promotional coupons on our store purchases. Coupon codes are typically advertised on our homepage. Additionally, you may save extra if you pay via interac transfer (rather than credit card payment). If your order is $500 or higher you can get $5 refund if you pay via interac transfer and if your order is $1000 or higher you will get $10 refund if you pay via interac transfer. 

 

WHAT IS YOUR WARRANTY? 

We offer 1 year warranty on all eligible devices (e.g. electronics devices). In addition, you can purchase an extended warranty from our store. For more information regarding the warranty, please read our warranty policy.

 

DO YOU OFFER EXTENDED WARRANTY ?

Yes we do offer extended warranties which can be purchased at the check-out. This will protect your item beyond the 1-year provided warranty.

 

WHY IS MY CREDIT CARD PAYMENT KEEPS GETTING DECLINED?

 If your credit card keeps getting declined through our payment system, you may pay with paypal instead. If the issue persists, please contact our customer support, your bank or credit card  provider.

  

WILL YOUR PHONES WORK WITH MY CELLPHONE CARRIER? 

Our phones are predominantly manufacturer unlocked devices and global version. That means our phones will work with all the major Canadian carriers (Rogers, Bell, Fido, Telus, etc.) and other carriers worldwide (Vodafone, T-mobile, Virgin, etc.). However, we always advise that you check the connectivity of the device with your carrier and your area of use as some carriers such as Freedom have low coverage bands that may not be supported by our devices.

Our listings provide bands of each device in the description for your awareness before purchase. If you need further clarification with this issue, you may contact our 24/7 customer support for assistance.

 

ARE THE TAXES INCLUDED IN THE PRICE SHOWN ON THE SITE? 

The prices shown on our website do not include tax and shipping fees. The final price including taxes and shipping fees are shown at the check-out once you enter your shipping address information and your method of shipment and payment.

  

ARE YOUR DEVICES BRAND NEW OR REFURBISHED? 

We only sell authentic brand new sealed items with warranty. If the item is used or refurbished, it will be indicated in the listings offerings.



WHAT IS YOUR RETURN POLICY ?

We have a 30-day return policy. 

You can request returns for a full refund or exchange by contacting us directly at info@saveoncells.com

Our customer support team will reply to your email within 24 hours with information regarding how and where to return your item and how your refund will be applied to your card.

If the item does not meet your expectations and you wish to return or exchange, please ensure you report this to us within the first 14 days of receiving your order. 

If the return request is reported after extensive use and beyond the first 14 days of receiving the item, a refund will be applied after applying a re-stocking fee of 15% of the original selling price. If the returned item is returned damaged or with missing parts and not in the same condition as was delivered to you, a higher restocking fee may be applied (depending on the condition, please contact us for more information before returning).  

SaveOnCells reserves the right to inspect any item before issuing a refund.

We do not accept returns beyond the 30-day period since receiving your order.

  

HOW CAN I RETURN MY ORDER? 

To return an item you purchased, you may contact us. We offer a 30-day return policy from the moment your item is delivered. Please read our return policy carefully as restocking fees may apply in certain circumstances if there are missing parts or damages to the returned item.

For more information about our return policy and restocking fees, please read our Terms of Service.

 

HOW CAN I CANCEL MY ORDER? 

You can cancel your order anytime before the item is shipped. You simply have to contact us and we'll issue you a full refund. Unfortunately, we cannot cancel orders after the item is shipped and in those cases we ask you to return them back to us for a full refund.

 

 DO I HAVE TO PAY FOR RETURN SHIPPING IF I WANT TO RETURN OR EXCHANGE A PRODUCT ? 

If there is an issue with the device (which we need reported within 7 days), we will provide you a prepaid return label to send the item back to us for a review, refund or exchange as you wish.

In the event you change your mind after the delivery of the item and would prefer to get a refund or exchange, the return shipment fee will have to be paid by the buyer.

 

WHAT SHOULD I DO IF I RECEIVE A DEFECTIVE PRODUCT ?

Although, we have a strong quality control team which makes sure all products are in great quality when shipped, mistakes happen. In the event of receiving an item that does not meet your expectations, simply  contact us immediately (or within 7 days) to make it right for you. We will make sure we cover all expenses of shipping it back to us and issue your full refund or exchange (as you prefer).

 

HOW LONG DOES IT TAKE FOR THE REFUND TO BE PROCESSED ?

We issue refunds on the same day the item is returned. 

Please note that depending on the card type used to pay the order, the refund may take between 3-5 business days before it appears on your account.

 

WHERE DO YOU SHIP FROM ?

We are located in Canada and ship all orders from Canada.

 

HOW LONG WILL IT TAKE ME TO RECEIVE MY ORDER? 

There is often an inevitable 3-4 business days transfer time from our global warehouses to the dispatch centre. When you purchase an item, your order is sent to the correct warehouse holding your item and asking for it to be sent to our dispatch centre. Once the item is available at the dispatch centre it will be sent to you with regular or expedited shipping which can take between 1-3 business days to reach you. As a result from the moment you place an order to receiving it can take between 3-7 business days (depending on the shipping speed you choose at the check-out). You can view the shipping timeframe on the products page and at the check-out for your reference.

Please note that certain addresses like PO boxes and remote areas such as northern territories may take 7-10 business days (even with expedited shipping).

Tracking number will be provided to you within 48 hours after your order is placed.

If you have more questions regarding the status of your order, you may email us.

   

HOW CAN I CHECK MY ORDER STATUS ?

Once you place your order, a tracking ID and the shipping courier used is sent to you. You can track your package by using the ID we send you on the couriers website (parcel tracking section).

 

CAN I CHANGE THE ADDRESS ON MY ORDER ?

You can change the delivery address for an order as long as the item is still not shipped. Once your order is shipped, the address cannot be changed but may be able to held at an authorized nearby facility for you to pick up. Please contact us immediately after placing your order if you need assistance with this.

 

HOW CAN I PROTECT MY SHIPMENT FROM LOSS ?

We typically require signature at the provided address upon delivery of the item as a confirmation of a successful delivery. As a result if you are not home at the time of delivery, the courier service will not drop the package outside your house and re-attempt delivery the next day or hold your package at your nearby authorized centre to be collected by you at your convenience.

As a result we consider the delivery of the item to be successful if the courier service provides us with a signature after release of the parcel at the address provided on your order.

However, if you wish to add another layer of shipping security you may purchase additional shipping insurance which varies in fee depending on the item’s original price. This has to be arranged by contacting our customer service before or immediately after placing your order with us and before the item is shipped to you.

 

WHICH COURIER COMPANIES DO YOU USE TO SHIP ITEMS ?

We ship with major shipping couriers which are FedEx, DHL, UPS, Canadapost, and Purolator depending on your location and shipping method selected.

Please note that purchases over $100 CAD/USD (or equivalent currency) require a Signature upon Delivery.

 

  • DO YOU SHIP GLOBALLY ?

 We ship our items globally to more than 200 countries world-wide.

 

WILL THERE BE ADDITIONAL CUSTOMS CHARGES/TAXES AND IMPORT FEES WITH THE GLOBAL SHIPMENTS ?

No you do not pay any additional fees other than what is paid on our website. There will not be any additional import fees or customs charges applied to your orders. We have special contracts with our courier services to always cover the customs fees on behalf of our customers and provide a door-to-door delivery with no additional fees other than what is paid on our website.

 

DO YOU PRICE MATCH ?

Yes you may provide us any better offers you see online and we will do our best to price-match or provide a better deal in terms of shipping speed, free added items and other perks.

 

DO YOU HAVE A RETAIL LOCATION ?

We are currently only based online. If you certainly wish to buy from a physical location, please contact us to provide you collection physical locations (in city of Toronto only).

 

HOW DO I SUBSCRIBE TO SaveOnCells NEWSLETTER ?

You can find this option at the footer section of the homepage. All you need to do is to insert your email address there.

 

WHAT BENEFITS WOULD I RECEIVE BY SUBSCRIBING TO SaveOnCells NEWSLETTER ?

We typically offer special deals, coupon codes and promotional  discounts that can only be found in your email inbox if you subscribe to our newsletter.   Also by subscribing you show customer loyalty which will automatically include you in our rewards program and free gift draws to our loyal customers which takes place once every month.

 

HOW CAN I UNSUBSCRIBE TO SaveOnCells NEWSLETTER ?

Of course. Please scroll down all the way to the bottom of one of the emails you have received from us. You should see a small ‘unsubscribe’ button. If you cannot find this or need further help please contact our customer service center at info@saveoncells.com

  

COVID-19 announcement/FAQs

 

We are aware of how COVID-19 is affecting your day-to-day life choices and are doing everything we can to ensure you get your orders on time and hygienic manner.

 

At SaveOnCells, we hope you remain safe and healthy during this outbreak. It is our duty to offer a satisfying shopping experience for all of our valued customers as always.

The following FAQs may address some of the questions you may have regarding your orders and delivery expectations during the pandemic.

 

WILL MY PACKAGE BE DELIVERED DESPITE COVID-19 LIMITATIONS ?

Of course! SaveOnCells operations are not disrupted by COVID-19 and only have been more carefully reviewed.  Our shipping times and processing times are also as normaly, unless announced on our homepage due to unprecedented events and new rules and regulations set by the governments of the order destination.

 

HOW LONG DOES IT TAKE TO SHIP MY PACKAGE ?

The delivery time of the goods is as before which is stated above and it is 3-7 business days. In rare unprecedented cases, you may receive an email notifying you of the delays your order may encounter.

 

WILL MY PACKAGE BE INFECTED ?

All our parcels undergo a facility quality control review for hygienic packaging. All our staff are constantly monitored for COVID-19 status and we have not had any positive cases so far. We are taking extra precautions at the packing process, each package is disinfected before leaving our warehouse to ensure safe product and delivery for you.

 

WHAT IS THE STATUS OF MY ORDER AND DELIVERY ?

Once your order has been shipped out we will send you a shipping confirmation email that includes your tracking number. To check the status of your package, please use the tracking number on the couriers website e.g. UPS, FedEx, DHL or other shipping vendors website.

 

 

WHAT ACTION IS SaveOnCells TAKING DURING THE COVID-19 PANDEMIC ? 

We are working hard to provide certified sanitary products for your day-to-day use. Please check our catalog for updates on safety protection gears and accessories that are in high demand due to COVID-19.

 

Any other questions ?

Contact us

info@saveoncells.com

 

 

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