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Phone and Warranty

Fido satisfaction guarantee and manufacturer warranty on phone, Smartphone and Internet device

Fido offers you a 15-day satisfaction guarantee and a 1-year after-sales manufacturer’s warranty from the date of purchase. If you are not satisfied with the phone model that you have recently purchased, you may exchange it for a different model or return it within the first 15 days of purchase. This also applies for defective phones.

Fido also offers a satisfaction guarantee and an after-sales 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 purchased at the store, count 15 days from the purchase date.
    • If purchased from customer service or on fido.ca, count 15 days from the date the order was shipped.
  • The usage (voice) must not exceed 30 minutes of talk time.
    • Contacting Fido Customer Service does not count towards the usage limit.
  • The phone must be returned in complete and original condition, in its original packaging with all the items that were included in the box.
  • You must have the original proof of purchase.

Note: You understand that you will be billed for all charges incurred up to the point of deactivation.

If you are eligible for the 15-day satisfaction guarantee and want to exchange a phone, smartphone or internet device for another model:

For purchases made at the Fido store, Fido dealer or retailer

Things to Know

  • Only one exchange is allowed.
  • The phone cash receipt is the proof of purchase.
  • Exchanges for the same model in a different color are authorized.
  • You must return all components of the original purchase, meaning the original box (phone or Internet device, charger, user guide, etc.), in complete and original condition.

How to proceed

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

Things to Know

  • Only one exchange is allowed.
  • The phone warranty letter is the proof of purchase.
  • Exchanges for the same model in a different color are authorized
  • You must return all items of the original purchase, meaning the original box (phone or Internet device, charger, user guide, etc.), in complete and original condition.
  • You must wait for the replacement phone first and then you have 10 days from this date to send us back the original phone. Otherwise, it will be charged to your account.
  • During the exchange process, you will be charged for the price difference between the two phones, if applicable.
    • 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 return prepaid waybill or found in the original box. What to do if you have lost the prepaid waybill.

    If you have lost your prepaid waybill

    Should you no longer have the return envelope that was included in the box with your device, you will have to ship the package at your own expense.

    • You must contact UPS or Canada Post directly and make arrangements to ship the package to us.
    • Indicate your Fido phone number on a sheet of paper and place it in the package with all the components so that we may link the package to your account.
    • Send the package to the following address:

      AMG Logistics
      C/O Fido Returns
      857 York Mills Road
      Don Mills, ON
      M3B 1Z1
  • If you have provided an email address, you will receive an automated hardware order confirmation (exchange)email.

  • Prepaid
  • Payable upon delivery (COD); the refund is sent by cheque once the warehouse receives the defective 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: Dial 6-1-1, free of charge, from your Fido phone or 1-888-481-3436 from any other phone.
For purchases made on fido.ca

Things to Know

  • Only one exchange is allowed.
  • The phone warranty letter is the proof of purchase.
  • Exchanges for the same model in a different color are authorized
  • You must return all items of the original purchase, meaning the original box (phone or Internet device, charger, user guide, etc.), in complete and original condition.
  • You will need to use the UPS or Canada Post return prepaid waybill found in the original box. What to do if you have lost the prepaid waybill.

    If you have lost your prepaid waybill

    Should you no longer have the return envelope that was included in the box with your device, you will have to ship the package at your own expense.

    • You must contact UPS or Canada Post directly and make arrangements to ship the package to us.
    • Indicate your Fido phone number on a sheet of paper and place it in the package with all the components so that we may link the package to your account.
    • Send the package to the following address:

      AMG Logistics
      C/O Fido Returns
      857 York Mills Road
      Don Mills, ON
      M3B 1Z1
  • If you have provided an email address, you will receive an automated hardware order confirmation exchange 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 are a new customer and you don’t have a Fido account yet:

How to proceed

  • If you haven’t received your order yet, make sure to accept it – do not refuse it.
  • Return the device by using the prepaid return waybill found in the box.
  • Place a new order on fido.ca.

If you are an existing customer

How to proceed

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

If you are eligible for the 15-day satisfaction guarantee and want to return a phone, smartphone or Internet device for a refund

For purchases made at the Fido store, Fido dealer or retailer

Things to Know

  • The phone cash receipt is the proof of purchase.
  • You must return all items of the original purchase, meaning the original box (phone or Internet device, charger, user guide, etc.), in complete and original condition.

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 must return all items of the original purchase, meaning the original box (phone or Internet device, charger, user guide, etc.), in complete and original condition.
  • You will need to use the UPS or Canada Post return prepaid waybill found in the original box. What to do if you have lost the prepaid waybill.

    If you have lost your prepaid waybill

    Should you no longer have the return envelope that was included in the box with your device, you will have to ship the package at your own expense.

    • You must contact UPS or Canada Post directly and make arrangements to ship the package to us.
    • Indicate your Fido phone number on a sheet of paper and place it in the package with all the components so that we may link the package to your account.
    • Send the package to the following address:

      AMG Logistics
      C/O Fido Returns
      857 York Mills Road
      Don Mills, ON
      M3B 1Z1
  • The refund will be processed automatically upon receipt of the equipment in a good condition at the warehouse and refunded as follows:
    • Paid by credit card:
      • The credit will be applied to your account, if it is still active. Otherwise, the reimbursement will be applied on the original credit card (the one used for the payment).
    • Paid by cash on delivery (COD) or charged to your invoice:
      • Reimbursement will be applied to your account.
  • If you wish to return a device and cancel your account, contact us: Dial 6-1-1, free of charge, from your Fido phone or 1-888-481-3436 from any other phone.

    Prepaid:
  • The refund will be processed by cheque (since the original payment was made by COD).
  • Payable upon delivery (COD); the refund is sent by cheque once the warehouse receives the defective 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

  • Send the package back using the prepaid return waybill envelope that was included in the package that you originally received.

If you are not eligible for the 15-day satisfaction guarantee:

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

After-sales manufacturer’s warranty for phones, Smartphones or Internet devices

Phone 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 for any refreshed iPhone, the warranty is 180 days only. The original proof of purchase is required for any request.

During this warranty period, if your phone is defective and the defect is covered by the manufacturer’s warranty, you can take advantage of our loaner program. Simply bring your phone to any participating Fido store and we will send it for repair. The original proof of purchase is required.

Damages not covered by the 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:

Purchasing your 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 center 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