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Phone and Warranty

Fido satisfaction guarantee and manufacturer's warranty on accessories

Fido offers you a 15-day satisfaction guarantee if you are not satisfied with the accessory recently purchased and a 1-year after-sales manufacturer’s warranty from the date of purchase, whether the accessory was included in the box with your phone or purchased separately.

We also offer the Fido satisfaction guarantee and manufacturer's warranty on phones, smartphone and Fido Home Phone and Internet devices.

Do you have an Apple iPhone accessory?

  • Refer to the Apple website.

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.
  • You must return all items of the original purchase, meaning the original box and all of its contents(charger if any, user guide, cables, bag, etc.), in complete and original condition.
  • You must have the original proof of purchase.

Exchanging a defective accessory that was included in the phone box (if you are eligible):

Things to Know

  • An accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

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

    • Accidental damage or abuse, i.e., cracked/damaged faceplate.
    • Physical damage or non-functioning phone due to external causes, such as corrosion or other, 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.
    • Damage to internal parts, such as the battery, due to the application of excessive force applied to the terminal 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 or faceplate color change due to long-time use.
For purchases made in store

Things to Know

  • The cash receipt is the proof of purchase.

How to proceed

  • You must complete the exchange at the original point of sale.
For purchases made on fido.ca

Things to Know

  • The warranty letter is the proof of purchase.
  • Once you receive the replacement, 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

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.

Exchanging or returning an accessory sold separately (if you are eligible):

Things to Know

  • An accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.
For purchases made in store

Things to Know

  • The cash receipt is the proof of purchase.
  • You will be refunded by the same method of payment.

How to proceed

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

Things to Know

  • The warranty letter is the proof of purchase.
  • If your email is registered, you will receive an automated hardware order confirmation email for either your exchange or return.
  • For an exchange:
    • The cost of the replacement accessory will be temporarily charged to your account at the time of shipping and then credited as soon as the returned equipment is received at the warehouse.
    • You must return the original accessory within 10 days of receiving the replacement item.
    • Once you receive the replacement, 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
  • For a return:
    • The refund will be processed automatically upon receipt of the accessory at the warehouse if the accessory is in complete and original condition.
  • If 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.
  • If paid cash on delivery (COD) or charged to your invoice:
    • The reimbursement will be applied to your account.

How to proceed

  • For an exchange
    • Contact us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone.
  • For a return
    • Return the accessory(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 15-day satisfaction guarantee. If your accessory is defective, Fido offers you an after-sales manufacturer's warranty.
Accessories included in the box with your phone

The after-sales manufacturer’s warranty covers problems or malfunctions due to a manufacturer’s defect for any accessory included in the box with your phone purchased through Fido from 16 days up to 365 days from the date of purchase.

Things to Know

  • The proof of purchase is mandatory:
    • The cash receipt if the accessory was purchased in store.
    • The warranty letter if the accessory was purchased on fido.ca.
  • The accessory is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.
  • If you reside at least 50 km away from a Fido store location, call us free of charge at 6-1-1, from your Fido phone or 1-888-481-3436 from any other phone to proceed with the exchange.

How to proceed

If your accessory is defective during the first year after purchase, you can take advantage of our repair program. Simply bring your accessory to any participating Fido store and we will send it for repair. The original proof of purchase is always required.

Accessories sold separately

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

Things to Know

  • Your proof of purchase is mandatory:
    • If the accessory was purchased in-store, your proof of purchase is the cash receipt.
    • If it was purchased over the phone (Customer Service) or on fido.ca, the warranty letter is your proof of purchase.
  • The item can only be exchanged if defective. It is no longer under warranty if you have lost the proof of purchase or the item is damaged due to abusive usage.

How to proceed

Between 16 and 30 days from the date of purchase

For purchases made in store

  • The exchange needs to be processed at the original point of sale.

For purchases made on fido.ca Contact us:

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

Between 31 and 365 days from the date of purchase

  • Contact the manufacturer of your accessory directly to find out how it can be repaired.
 
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