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Phone and Warranty

Fido satisfaction guarantee and manufacturer's warranty on phones, smartphone and Fido Home Phone and Internet devices

Fido offers you a 15-day satisfaction guarantee if you are not satisfied with the phone model recently purchased and a 1-year after-sales manufacturer’s warranty from the date of purchase.

We also offer the Fido satisfaction guarantee and manufacturer’s warranty on accessories.

Conditions to be eligible for the Fido 15-day satisfaction guarantee:

  • Your request must be made within 15 days from the original date of purchase.
    • If you purchased at the store, count 15 days from the purchase date.
    • If you purchased from customer service or on fido.ca, count 15 days from the date the order was shipped.
  • Usage (voice) must not exceed 30 minutes of talk time.
    • Contacting Fido Customer Service does not count towards the usage limit.
  • You must return all items of the original purchase, meaning the original box and all of its content (phone or Internet device, charger, user guide, etc.), in complete and original condition
  • You must have the original proof of purchase.

Please note that you will be billed for all charges until the deactivation of your service.

Exchanging a defective unit or for another model (if you are eligible):

Things to Know

  • Only one exchange is allowed.
  • Exchanges for the same model in a different color are authorized.
For purchases made in-store

Things to Know

  • The phone cash receipt is the proof of purchase.

How to proceed

  • You must complete the request at the original point of sale.
For purchases made over the phone (FidoDirect or Customer Service)

Things to Know

  • The phone warranty letter is the proof of purchase.
  • You must wait for the replacement phone first. Once received, you have 10 days from this date to send us back the original phone. Otherwise, it will be charged to your account.
  • The price difference between the two phones, if any, will be charged to your account.
    • If your account was created less than 90 days ago and the retail price of the new phone is $100 or more, you will be required to pay cash on delivery for the cost of the new model. (Applicable only for purchases made through FidoDirect).
  • You will need to use the UPS or Canada Post prepaid return waybill found in the original box. What to do if you have lost the prepaid waybill.

    If you have lost your prepaid waybill

    You will have to ship the package at your own expense.

    You must send the package to the following address:



    • SBE Canada Ltd.
      2300 Hogan Drive, Door 32
      Mississauga, ON
      L5N 0C8
  • If you have provided an email address, you will receive an automated hardware exchange order confirmationemail.

  • Prepaid service
  • Payable upon delivery (COD); the refund is sent by cheque once the warehouse receives the returned unit.
  • In the case of a prepaid account, the cost of the phone (retail price) will be payable upon delivery (COD). This charge will then be refunded by cheque once the warehouse receives the defective phone.

How to proceed

  • Contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.
For purchases made on fido.ca

Things to Know

  • The phone warranty letter is the proof of purchase.
  • You will need to use the UPS or Canada Post prepaid return waybill found in the original box. What to do if you have lost the prepaid waybill.

    If you have lost your prepaid waybill

    You will have to ship the package at your own expense.

    You must send the package to the following address:

    • SBE Canada Ltd.
      2300 Hogan Drive, Door 32
      Mississauga, ON
      L5N 0C8
  • If you have provided an email address, you will receive an automated hardware exchange order confirmation email.
  • The refund process will be automatically initiated once we have received the equipment and the refund will be applied on the same credit card you originally used.

If you don’t yet have a Fido account:

How to proceed

  • Simply refuse the order and place a new one.
  • If you already accepted the order:
    • Return the device (including all items of the original purchase) by using the prepaid return waybill found in the original order package.
    • Place a new order on fido.ca.

If you already have a Fido account:

How to proceed

  • Contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.

Return for a refund (if you are eligible):

For purchases made at a Fido store

Things to Know

  • The phone cash receipt is the proof of purchase.

How to proceed

  • The return needs to be processed at the original point of sale.
For purchases made over the phone (FidoDirect or Customer Service) or on fido.ca

Things to Know

  • The phone warranty letter is the proof of purchase.
  • You will need to use the UPS or Canada Post prepaid return waybill found in the original box. What to do if you have lost the prepaid waybill.

    If you have lost your prepaid waybill

    You will have to ship the package at your own expense.

    You must send the package to the following address:

    • SBE Canada Ltd.
      2300 Hogan Drive, Door 32
      Mississauga, ON
      L5N 0C8
  • The refund will be processed automatically upon receipt of the equipment in good condition at the warehouse and refunded as follows:
    • Paid by credit card:
      • The credit will be applied to your account, if your account is still active. Otherwise, the reimbursement will be applied on the original credit card (used for the payment).
    • Paid cash on delivery (COD) or charged to your invoice:
      • The reimbursement will be applied to your account.
  • If you wish to return a device and cancel your account, contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.

    Prepaid services:
  • Once the warehouse receives the unit, the reimbursement will be applied on the original credit card used for the payment.
    • If the original payment was COD, the refund will be processed by cheque.

How to proceed

  • Return the device (including all items of the original purchase) by using the prepaid return waybill found in the original order package.
    • Write down the return tracking number.

Not eligible for an exchange or a refund

Exchanges for another model or returns for refund are only possible if you are eligible for the Fido 15-day satisfaction guarantee. If your hardware is defective, Fido offers you a 1-year after-sales manufacturer’s warranty:

After-sales manufacturer’s warranty

The after-sales manufacturer’s warranty

The after-sales manufacturer’s warranty covers problems or malfunctions due to a manufacturer’s defect for any Fido phone from 16 days up to 365 days from the date of purchase.

  • Please note that refurbished iPhones have a warranty of 180 days only. The original proof of purchase is required.

If your phone is defective during the manufacturer’s warranty period and the defect is covered, simply bring your phone to any participating Fido store (with your original proof of purchase) and we will send it for repair. If you need a phone during the repair period, we offer a loaner program.

Damages not covered by 15-day satisfaction guarantee or manufacturer’s warranty:

• Accidental damage or phone abuse, i.e., cracked/damaged faceplate.
• Physical damage or non-functioning phone due to external causes, such as corrosion, water damage, debris inside phone, etc.
• Physical damage to the display's liquid crystals, such as cracking, rupturing or discoloration in one or more places.
• Transmission or reception issues caused by the network, or the location of your phone when making a call, and not by the phone itself.
• Damage to internal parts, such as the battery or the terminal, due to the application of excessive force when attaching an external object to the phone, like a charger, headset or attachable camera.
• Test and/or use of accessories not sold by Fido.
• Cracks, scratches, faceplate color change due to long-time use.
• Any phone where the IMEI identification number on the sticker inside the phone has been modified.
• Phone containing foreign pieces.

If your warranty period is over or the defect is not covered by the manufacturer’s warranty, you can opt for one of the following options:

Buying a new phone

Repairing your phone

  • You can send your phone for repair. A quote will be provided and you can decide if you want to go ahead with the repair.
  • After an in-depth inspection, the repair centre may conclude that your phone is beyond repair due to damage. In this case, the phone will not be repaired and will be returned to you.

Device Protection Services

Fido Home Phone

  • The Fido Home Phone device is not eligible for the Fido Repair and Loaner program.
  • For help with a defective device (16-365 days from the date of purchase), contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.
 
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