Q: How long will it take for my items to arrive?
A: Our devices ship quickly across Canada. Orders placed before 3:00 PM CST ship the same business day. Actual delivery time depends on your courier and location.
Typical delivery times:
- ⚡ Next Day Shipping: 1 business day
- 📦 Standard Shipping: 3–5 business days
Q: Can you provide delivery time estimates by region?
A: Absolutely! Delivery speed depends on your location in Canada. We partner with reliable couriers to ensure fast and reliable delivery of your order. 🚚
Typical delivery estimates:
🏙️ Urban BC & Greater Toronto: 1–2 business days
🚛 Prairies, Montreal & Urban Ontario: 2–3 business days
📦 Rural areas & Eastern Canada: 3–5 business days
Q: Who do you ship with?
A: We ship refurbished phones across Canada using multiple trusted courier partners, depending on your location and the warehouse your order ships from. Our system always selects the fastest available delivery option.
Our shipping carriers may include:
✔ FedEx
✔ Canada Post
✔ Intelcom
✔ Purolator
✔ BNI
✔ ICS
✔ ASL
🔐Security Notice: Orders over $500 CAD require a signature upon delivery. This helps ensure your device arrives safely and securely.
Q: Why is my payment being cancelled?
A: 🛡️Your payment may be cancelled if our fraud protection system detects a potential security risk. This often happens when the billing address does not match the shipping address, such as when sending a phone to a friend, family member, PO Box, or alternate location.
To avoid delays or cancellations:
✔ Ensure your billing and shipping addresses match
✔ Use PayPal at checkout if shipping to a different address
📋 Tip: PayPal allows verified alternate addresses, which helps our system approve the order more easily.
Q: What payment methods do you accept?
A: At need-a-phone.ca, we make it easy for you to pay the way you prefer:
💳 Credit Card — Fast and secure checkout with all major cards accepted.
🅿️ PayPal — Use your PayPal account for a smooth and trusted online payment experience.
💵 Cash (Local Pickup Only) — Local customers can pay with cash, but please note: ➤ We do not carry change — please bring the exact amount only.
Whether you’re ordering online or picking up locally, we’ve got a payment option that fits your needs.
Q: Can I return a phone purchased using a device trade-in?
A: Yes — you can request a change-of-mind return within 30 days, but purchases that involve a device trade-in follow special conditions. Trade-in transactions are treated differently from regular purchases.
If you decide you no longer want the phone, the device can still be sold back to us based on our current trade-in value at the time. The amount will depend on the device model, condition, and our trade-in pricing when it is evaluated.
🔍 Our team will inspect the returned device before completing the return process.
Q: Does need-a-phone.ca use NoFraud to verify customer addresses, and will I receive an email from them?
A: Yes — need-a-phone.ca uses NoFraud, a trusted fraud-prevention service, to verify billing and shipping information on orders. This helps keep transactions secure and protects customers from unauthorized purchases.
In most cases, verification happens automatically. If additional confirmation is needed, NoFraud may:
📧 Send you a verification email
📞 Contact you by phone
If NoFraud contacts you, it is a legitimate part of our security process, and your order will be processed once verification is completed.
Q: How can I leave feedback for need-a-phone.ca?
A: We welcome customer feedback and reviews! You can share your experience with our refurbished phones and service on our social media and review platforms.
You can leave feedback on:
- Google Reviews
💬 Your reviews help other customers make informed decisions and help us continue improving our service.
Q: Can I pay monthly for a phone of my choice?
A: Yes — you can pay for your phone in monthly installments using Affirm at checkout. This allows you to split the total cost into manageable payments instead of paying the full amount upfront. Financing approval is subject to Affirm’s credit review.
Benefits of using Affirm:
📅 Flexible monthly payment plans
🔎 Transparent pricing with no hidden fees
⚡ Quick approval process during checkout
Q: What is Affirm?
A: Affirm is a financing option that lets you buy a phone now and pay for it over time with monthly payments. It provides a simple and transparent way to spread out the cost of your purchase.
With Affirm:
- You see the total cost upfront
- There are no hidden fees
- Payments are split into predictable monthly installments
Q: Does need-a-phone.ca price match with marketplace sellers ?
A: We focus on providing competitive prices while maintaining the high-quality service and reliability our customers expect. Our goal is to deliver great value and dependable devices, not just the lowest price.
We prioritize:
- 💰 Fair and competitive pricing
- 🧪 Thoroughly tested refurbished phone
- 🤝 Trusted customer support
Q: How can I find my IMEI number?
A: You can find your IMEI (International Mobile Equipment Identity) number in your phone’s settings. The IMEI is a unique identifier used by carriers to track and block lost or stolen devices.
On iPhone:
⚙️ Settings → General → About
Scroll down to find the IMEI number.
On Android:
⚙️ Settings → About Phone → Status
Look for the IMEI number in the list.
📋 Tip: You can also tap and hold the IMEI number to copy it if you need to paste it elsewhere.
Q: How do I ask for help on my order?
A: Getting help with your order is simple. You can contact our support team through live chat or email, and we will assist you as quickly as possible.
Support options:
💬 Use the live chat button at the bottom-right of our website
📧 Email us at hello@need-a-phone.ca
📋 Tip: Please include your order number in your message so we can locate your order and assist you faster.
Q: How can I track my order?
A: You can easily track your order using the tracking number sent to your email after your phone ships. This tracking link allows you to monitor your delivery status in real time.
If you cannot locate or use the tracking number:
📧 Check your order confirmation or shipping email
💬 Contact us using the live chat on our website
Our support team will help you track your shipment.
Q: What if my phone gets lost or damaged in transit?
A: Don’t panic! If your phone is delayed, lost, or arrives damaged, contact our support team as soon as possible so we can assist you.
📦If your order is delayed or lost:
✔ Check the tracking link in your shipping email
✔ Contact our support team if tracking stops updating or delivery is delayed
If your phone arrives damaged:
✔ Email hello@need-a-phone.ca within 2 days of delivery
✔ Keep all original packaging
✔ Do not set up the phone
Q: Do you ship outside of Canada?
A: 🌎 Currently, we only offer shipping within Canada. This helps us maintain fast, reliable delivery and secure shipping across the country.
We are working on expanding our services, and international shipping may be available in the future. Please check our website for updates.
Q: What is your return policy?
A: 🛡️ We offer a 90-day warranty for replacement, exchange, or issue resolution for eligible device problems, along with a 30-day return window for change-of-mind returns. Our goal is to make buying refurbished phones simple and worry-free.
Important notes:
✔ Returned devices are inspected before a refund or replacement is issued
✔ Physical or water damage is not covered under warranty
Q: Does your In-Store pricing differ from your Online Store?
A: 💰Our prices are the same both online and in-store. We keep pricing consistent so customers receive the same value whether they purchase through our website or visit us in person.
Q: Can I pick up my order in person?
A: 📍 Yes — you can choose local pickup if you prefer to collect your order in person. Simply select “Pickup” as your shipping method during checkout.
Pickup location:
✔ 301 Nassau Street North (Unit LL01), Winnipeg
Hours (by appointment only):
✔ Monday – Friday: 10 AM – 6 PM
✔ Saturday: 11 AM – 4 PM
✔ Sunday: Closed
📅 Please schedule your pickup appointment before arriving.
Q: Are your used phones water-resistant?
A: ❌ No — refurbished or used phones should not be treated as water-resistant, even if the original model was marketed that way.
Over time, the internal seals that provide water resistance can wear down with normal use or may be removed during repairs. Because the condition of these seals cannot be verified, water exposure can damage the device. You can learn more about water resistance and manufacturer policies on the official websites of Apple and Samsung.
⚠️ Important: Water damage is not covered under need-a-phone.ca’s 90-day warranty.
Q: How do you know your phones aren’t stolen?
A: We guarantee that phones sold by need-a-phone.ca are not reported stolen or blacklisted.
Every device is checked against the Canadian Wireless Telecommunications Association (CWTA) national blacklist before being listed for sale. We also perform multiple quality checks to ensure the phone is not linked to any previous account or SIM card.
🛡️ If a device we sold is ever blacklisted, we will replace it or issue a refund, even if your warranty has expired.
Q: Do you collect sales tax?
A: Yes — we are required to collect sales tax based on your province’s tax regulations. The applicable tax amount will be automatically calculated and displayed during checkout before you complete your purchase.
Q: How do I transfer my data from a previous phone?
A: Transferring your data is usually quick and easy using built-in tools from Apple or Google. These tools help move your contacts, photos, apps, and settings to your new device.
Common transfer methods:
✔ iPhone → iPhone: Use Quick Start during setup
✔ Android → iPhone: Use the Move to iOS app
✔ Android → Android: Restore from your Google account backup
✔ iPhone → Android: Use Google transfer tools or Samsung Smart Switch
During transfer, your phone may use more battery than usual, which is normal. If you need help, contact our support team.