Order Status

Canada Computers does not at this time have an online order status feature. To check the status of your order, please call or email us. Our staff can inform you on any step of your order process, including order and payment confirmation, stock availability, and shipping status. We will do our best to reply to your email within 24 business hours.

For all communications, make sure you have your Online Order# and your Member ID# handy so that our staff can assist you.

You will be notified if any of the following situations arises:

• Your shipping and billing information do not match.
  
• Your information cannot be verified due to missing information or typo.
  
• The item you ordered is currently out of stock, will take longer than estimated to get back in stock, or is no longer available.

Make sure your email address is correct and update it if necessary. Canada Computers accepts no responsibility for problems that may occur with your order or any losses you my incur due to information errors, incorrect email address, our email being lost, such as by junk mail filters, or our phone calls/voice mails not being answered.

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Making Changes

If you require a change to your order, such as adding or removing items, or correcting any information, please contact us immediately. As in-stock orders may be shipped as quickly as 1-2 business days (including payment confirmation), we may not be able to make requested changes in time.

If you wish to cancel your order, please contact us immediately. See our cancellations policies for more information.

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Return Policy

Canada Computers does not offer any form of price protection on items sold. Any refund/exchange amount is based on the lesser of the current price of the item or the price for which it was purchased. However, for defective items returned within 14 days (including shipping), you will receive a full refund for the price stated on the invoice.

For all returns or exchanges, we require a copy of your invoice. Please also include any email correspondence you may have had with our support staff. Contact our support staff prior to sending back your product to discuss the details of your situation.

For defective products being returned for a refund or exchange, Canada Computers will reimburse you for the shipping cost. Please include a copy of the shipping receipt. For returns/exchanges for non-defective products, you will be liable for all shipping charges.

All products to be returned or exchanged must have their complete original packaged materials including any manuals, printed materials, disks, and cabling. All returned goods must be in resalable condition, inspected and approved by our staff.

Within 14 days, items may be returned under the following conditions^*:

• Defective products may be returned for exchange, refund or credit.
  
• Unopened and unused products are eligible for exchange, refund or credit.
  
• Physically damaged products will not be accepted for return or exchange.
• LCD Monitors must have 7 or more dead pixels and Notebooks must have 4 or more dead pixels to be considered defective.
• Opened or used products will be subject to a restocking charge of 15% minimum.
  
  • Cooling products are subject to a 25% restocking charge.
    
  • Ethernet cables in resalable condition are subject to a 20% restocking charge.
    
  • There are no returns or exchanges on all printer cartridges/toners, blank media (CD/DVD/etc.), software, headsets and all cables excluding Ethernet cables.
    
  • Canada Computers reserves the right to charge higher restocking fees for any special circumstances, such as damaged packaging, missing CD, etc.

^* There is no exchange, refund, or credit, on select items. Some items have specific sales conditions. For example, on printer exchanges, the customer will only receive an exchange on the printer, not the ink cartridge/toner. Please refer to your invoice or ask in store for more information.

After 14 days from purchase, Canada Computers will only accept defective products for warranty service (see warranty policy below). There are no refunds on new, used, opened, unopened, or defective products after the 14 day period.

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Warranty Policy

All warranty periods indicated are from Canada Computers, unless otherwise noted, and are limited by the manufacturer's warranty policies. Actual manufacturer warranty periods may very depending on product and manufacturer and may be longer than the warranty period covered by Canada Computers. Please refer to the manufacturer's website or product manuals/packaging for more information.

Generally, the manufacturer's limited warranty will only cover the product for manufacturing defects and will not cover any physical damage to the product from misuse, dropping, physical damage, etc. In no way does Canada Computers warrant any product for fitness of use or for representations made by the manufacturer.

To receive warranty service on your product, you must contact Canada Computers by phone or email to address the problem. If a technician is unable to resolve the problem over the phone or email, and deems the product defective or requiring testing, you will be required to fill out a Return Authorization Form (RMA) (right-click and Save Link As), and email it to rma@canadacomputers.com. After receiving an RMA number, you will be required to ship the defective item back to Canada Computers with the RMA number marked or labeled on the package. Also include a copy of your invoice and any email correspondence you have had with our support staff. Canada Computers recommends that appropriate measures are taken to safeguard the product from damage during shipping, as Canada Computers does not warrant a physically damaged product.

Canada Computers does not accept packages sent collect or COD. The customer must pay for shipping and provide the necessary information and receipt for reimbursement, if applicable.

Canada Computers will cover shipping charges both ways for the first 14 days on dead on arrival (DOA) products, both OEM and retail. This 14 day period starts from the original day of shipment of your order. Please use standard ground shipping. Canada Computers will only reimburse up to 50% if non-standard shipping is used, such as express.

If the product is determined to be defective and is covered by our in-store direct exchange policy, you will be informed and a replacement will be shipped out as soon as possible. The direct exchange period for online purchases is 30 days from when the order was originally shipped out to you.

After the first 30 days, you will have to wait an estimated 2~6 weeks until Canada Computers gets a replacement or repaired item back from the manufacturer or supplier. Canada Computers will cover the shipping charge for sending the product back to you for up to 90 days for OEM products and 30 days for retail products, from when the original order was shipped.

It is recommended that customers deal directly with the manufacturer for all retail products for faster turn around times. Some manufacturers offer direct-swap, cross-ship, or even next-day to-your-door replacement warranty services.

Canada Computers can help facilitate warranty service between you and the manufacturer for retail items, but will not cover any expenses incurred for warranty service after the first 30 days of purchase. For OEM products that have a 1 year warranty, Canada Computers will not cover shipping charges after the first 90 days.

At no time after the 14 day DOA period will Canada Computers cover the shipping cost for shipping the product from you to Canada Computers.

If the product is not defective, you will be responsible for return shipping charges.

Canada Computers is limited to the service level offered by the manufacturer or supplier, please read your product warranty information carefully before contacting us.

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