Q: How long will it take for my items to arrive?
A: We offer Standard (3-5 Business Days) and Next Day (1 Business Day) shipping. If your order is placed prior to 3:00pm CST, we will ship your order within the same day. Otherwise, we will ship on the following business day. The amount of time it actually takes for your order to reach its destination depends on your shipping method and courier delivery standards. Example 1: If your order is placed on Monday at 11:00am, and you chose Expedited, you should expect to receive your order between Wednesday and Friday (end of day).
Q: Who do you ship with?
A: We ship with FedEx and Canada Post, depending on your location and shipping method selected. Please note that purchases over $500 CAD require a Signature upon Delivery.
Q: How can I leave feedback for need-a-phone.ca?
A: You can leave your feedback on any of our social media platforms. We are connected via Facebook, Google and Instagram.
Q: Can I pay monthly for a phone of my choice?
A: Yes, monthly payments are available! Simply choose Affirm at checkout to split the cost of your phone into convenient monthly installments. It's an easy and flexible way to get the device you want without paying the full amount upfront. Credit applications are subject to approval by Affirm.
What is Affirm?
Affirm is a financing option that lets you pay for your purchase over time in predictable monthly payments. It’s simple, transparent, and easy to use. When you select Affirm at checkout, you’ll see the total cost upfront—no hidden fees, no surprises. Affirm is designed to make your shopping experience more flexible and budget-friendly.
Q: Does need-a-phone.ca price match with marketplace sellers ?
A: We do our best to keep our prices competitive while providing the 5 star service we are known for and to keep that going we do not do price match guarantees.
Q: How can I find my IMEI number?
A: Every single mobile phone on the planet has at least one thing in common: An International Mobile Equipment Identity (IMEI) number, unique to its unit, that can be used to identify it. If your phone is ever lost or stolen, your network provider can blacklist the device via its IMEI number, which renders it useless to anyone else, even if they swap out the SIM card.
On an Android phone, you can find the IMEI in the Settings menu. It can usually be found in one of the following locations:
• Settings > About phone > Status
• Settings > General > About device > Status
• Settings > System > About phone > Status
• Settings > About Device > Status
On an iPhone, you can find the IMEI in the Settings app:
• Settings > General > About
• Scroll down to find the IMEI entry in the list. You can also touch and hold the number to copy it to the clipboard and then paste it somewhere else, like in Notes or a text.
Q: How do I ask for help on my order?
A: Its super simple! To get in touch with us regarding your orders, please click on the chat option on the bottom-right of this page and quote us your order number. You can also email your query on help@need-a-phone.ca, remember to quote your order number.
Q: How can I track my order?
A: You will receive a tracking number in the order confirmation email sent to your registered email address. In case if you are not able to track your order via tracking number, you can use our chat option for further help.
Q: What if my phone gets lost or damaged in transit?
Don’t panic! A small percentage of the orders we send through Canada Post have shipping delays, but our customers almost always receive their devices in the end.
Keep an eye on the tracking page we sent you in your shipping email. If you haven’t received that email, please get in touch with our support team and we’ll pass along your tracking information.
If the tracking information stops updating or the delivery goes more than a day or two past the expected arrival date, reach out to us for help. We’ll get an investigation started with Canada Post so we can locate your package and make sure it arrives safely as soon as possible.
If it looks like your phone was damaged in shipment and the device has signs of damage, please send us an email at help@need-a-phone.ca within 2 days of receipt so we can have the carrier investigate immediately. Please keep all the original packaging and avoid setting up the phone. Our team will provide you with further instructions.
Q: Do you ship outside of Canada?
A: Currently, we only offer shipping within Canada. We are looking to expand our product and services within the near future.
Q: What is your return policy?
A: If the item has been used or shows signs of usage, a re-stocking fee no less than 15% of the original selling price will be applied to the current sales price. NEED-A-PHONE.CA reserves the right to inspect any item before issuing a refund.
NOTE: All accessories and wearables are final sale.
Q: Does your In-Store pricing differ from your Online Store?
A: Our prices online and in store will always be the same.
Q: Can I pick up my order in person?
Yes! We’d love to meet you at our Winnipeg office if you prefer to pick up your order in person. Simply choose “pickup” as your shipping method at checkout.
We’re open by appointment only at 301 Nassau Street North (Unit LL02) from 10 AM to 6 PM on weekdays, and from 11 AM to 4 PM on Saturday, our office is closed on Sunday.
Q: Are your used phones water-resistant?
No, used phones (including our phones!) should not be treated as water-resistant.
Although more recent versions of the iPhone and Samsung Galaxy S are sold as water-resistant, the seals that make up a phone’s water resistance erode with normal wear and tear. That is why Apple and Samsung don’t cover water damage under their limited warranties. You can read more about water resistance (and why it’s not included in their limited warranties) at the Apple and Samsung websites.
While we do test phones thoroughly, we cannot verify whether these water resistant seals have eroded over time, or whether the phone has been opened for repairs (which removes water resistance altogether). As a result, water damage is not covered under need-a-phone.ca's 90-day warranty.
Q;How do you know your phones aren’t stolen?
We guarantee that no phones sold by us (need-a-phone.ca) are or will be reported stolen. The most important thing to us is standing behind each phone that we sell, so we will replace your phone or refund you if your phone appears on the blacklist ever, even if your warranty with us has expired.
We work very hard to ensure that we do not traffic in stolen devices. To date, we have not had any of our phones reported as stolen.
We take a few precautions to make sure a stolen phone never gets listed in our inventory. The first and most important precaution is checking all our inventory against the Canadian Wireless Telecommunications Association’s national blacklist of lost and stolen phones. We also conduct two rounds of quality tests on all of our phones, making sure that the device is no longer associated with the account and SIM card of the previous owner.
Q: Do you collect sales tax?
Yes, we are required to charge the sales tax set by your province. You can see this amount at checkout.
Q: How do I transfer my data from a previous phone?
Transferring your data to your new phone can be a little intimidating, but it has gotten easier over the years. Even if you’re making the leap from Android to Apple or vice-versa, you should be able to transfer everything over smoothly.
If your new(ish) phone is an iPhone, Apple has some great tutorials:
- If your previous phone was an iPhone, see here. We definitely recommend using Quick Start if you can — your old phone and your new phone will interact and work together to copy your old data via Bluetooth.
- If your previous phone was an Android, see here. You’ll need to download the Move to iOS app, and follow the manual set up steps.
If your new(ish) phone is an Android phone and your previous phone is Android as well, backing everything up to your Google account is probably your best bet. But if you’re switching from Apple to Android, no worries! We’d recommend following these steps from Google, or using Smart Switch with a Samsung phone.
Keep in mind that while transferring your data, your phone is working overtime. This will cause the battery to drain much faster than during regular use.
If you’re having any difficulty with any of these steps, please get in touch with us here and we’ll be happy to help.