We ship to all Canadian addresses, including those in Nunavut and the Northwest Territories. Orders with non-Canadian addresses can't be processed. We use different shipping companies, depending on your location. Make sure that someone will be available to sign for the package between 9am to 5pm, Monday through Friday. Packages with insufficient delivery information will be returned to Koodo. A non-refundable shipping fee ($15) may be charged at the time of purchase for online orders.
Heads up! There's no exchange process online, which means that, if you're not satisfied with the phone you received, you must return it and buy another phone. Please note that a shipping fee will be applied to the new phone.
Koodo and the courier services we use are not responsible for any missing or incorrect information entered on your order.
Please note that web orders cannot be modified regardless of whether the order has been shipped out already or not
Note: SIM-only/BYOD-only orders can’t be tracked. SIM-only orders are normally delivered in 3-5 business days.
Your order number is in the shipping email we sent you. This order number starts with 'HFO' followed by a string of numbers (e.g. HFO12345678). Easily Track your order by entering the order number and email address you used for your purchase.
FAQ
1 - What should I do if the tracking number for my new phone is not available?
Please go to Koodo Assist and ask to schedule a callback, so one of our reps can help you with this.
2 - Can you provide an estimated delivery timeline for SIM-only orders?
SIM-only orders are usually delivered within 7-10 business days.
3 - Do you ship to Canadian P.O. boxes?
Yes, we do!
4 - Which company do you ship with?
The shipping email you receive will state which company the item is being shipped with.
5 - What are the estimated shipping times in Canada?
The latest shipping times are stated separately for each device.
6 - What should I do if I've lost my tracking number?
Please go to Koodo Assist and schedule a callback, so a rep can help you with this.
7 - Can I change the shipping or delivery address after placing my order?
No, all orders are shipped exclusively to your credit card's billing address provided at check out. This is done to preserve the security of your information.
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