fido/content on false false [Cookie] = [dtCookie==3=srv=14=sn=3D2FE344AAAF26C8196E3F490F6ED3C8=perc=100000=ol=0=mul=1] [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [User-Agent] = [CCBot/2.0 (https://commoncrawl.org/faq/)] [X-dynatrace-Origin-URL] = [https://www.fido.ca/consumer/content/exchanges-deliveries] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [Accept-Encoding] = [gzip] [X-WebLogic-Force-JVMID] = [1264686599] [True-Client-IP] = [18.208.159.25] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [X-Akamai-Edgescape] = [georegion=288,country_code=US,region_code=VA,city=ASHBURN,dma=511,pmsa=8840,msa=8872,areacode=703,county=LOUDOUN,fips=51107,lat=39.0438,long=-77.4879,timezone=EST,zip=20146-20149,continent=NA,throughput=vhigh,bw=5000,network=aws,asnum=14618,network_type=hosted,location_id=0] [X-dynaTrace] = [FW3;1415312027;14;-989886434;56028748;7;-1151093806;300] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [X-WebLogic-KeepAliveSecs] = [30] [Cache-Control] = [no-cache, max-age=0] [Proxy-Client-IP] = [18.208.159.25, 23.46.238.76] [X-dynaTrace-Application] = [1%3B1%3B02988af77a4c58f7] [X-Forwarded-For] = [18.208.159.25, 23.46.238.76] [X-dynaTrace-RequestState] = [agentId=0xc4ff881e&pathDepth=1] [Accept-Language] = [en-US,en;q=0.5] [X-ruxit-Apache-ServerNamePorts] = [www.fido.ca:8443] content exchanges-deliveries /nac/#/choose-phone /nac/#/choose-plan promotions /pages/#/internet mobile/add-ons mobile/travel Network coverage mobile/prepaid-cell-phone-plans tablets /web/page/portal/Fido/Accessories fido-home-phone mobile/lte-hotspots https://rogersbank.com/en/fido_mastercard_details? MOBILE mobile getcurious getcurious_cbm Tablets tablets setLanguage en Tablets Plan tablets_plan setLanguage en iphone iphone setLanguage en iphone compare iphone_compare setLanguage en INTERNET /homeinternet promotions easyloginriverpage support getcurious_faq Store Locator storelocator fido fido /login /pages/#/logout /web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart # /web/Fido.portal?_nfpb=true&_pageLabel=fido_search&Ntt= signin-interceptor <li class="visible-xs"><a href="/consumer/storelocator">FIND A STORE</a></li> <li class="visible-xs"><a href="/consumer/storelocator">TROUVER UN MAGASIN</a></li> <li id="shopcart"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></li> <li id="search"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i> Search</a></li> <li id="shopcart"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></li> <li id="search"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i> Recherche</a></li> <div id="shopcart-mob"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></div> <div id="search-mob"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i><span class="sr-only">search</span></a></div> <div id="shopcart-mob"><a title="Shopping cart" href="/web/Fido.portal?_nfpb=true&_pageLabel=ShoppingCart" data-count="$itemsInCart$"><i class="rui-icon-cart"></i><span class="sr-only">shopping cart</span></a></div> <div id="search-mob"><a title="Search" href="#" data-toggle="modal" data-target="#modal-typeahead"><i class="rui-icon-search"></i><span class="sr-only">Recherche</span></a></div> en fr ab bc mb nb nl ns on pe qc sk on =3=srv=14=sn=3D2FE344AAAF26C8196E3F490F6ED3C8=perc=100000=ol=0=mul=1

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com.rogers.livesite.controller.form.EmailArticleFormController sendEmailArticle fido/content on false false component.support.content.article. [Cookie] = [dtCookie==3=srv=14=sn=3D2FE344AAAF26C8196E3F490F6ED3C8=perc=100000=ol=0=mul=1] [Akamai-Origin-Hop] = [2] [Accept] = [text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8] [User-Agent] = [CCBot/2.0 (https://commoncrawl.org/faq/)] [X-dynatrace-Origin-URL] = [https://www.fido.ca/consumer/content/exchanges-deliveries] [Connection] = [Keep-Alive] [Host] = [www.fido.ca] [Pragma] = [no-cache] [Accept-Encoding] = [gzip] [X-WebLogic-Force-JVMID] = [1264686599] [True-Client-IP] = [18.208.159.25] [Via] = [1.1 v1-akamaitech.net(ghost) (AkamaiGHost), 1.1 akamai.net(ghost) (AkamaiGHost)] [X-Akamai-Edgescape] = [georegion=288,country_code=US,region_code=VA,city=ASHBURN,dma=511,pmsa=8840,msa=8872,areacode=703,county=LOUDOUN,fips=51107,lat=39.0438,long=-77.4879,timezone=EST,zip=20146-20149,continent=NA,throughput=vhigh,bw=5000,network=aws,asnum=14618,network_type=hosted,location_id=0] [X-dynaTrace] = [FW3;1415312027;14;-989886434;56028748;7;-1151093806;300] [TE] = [chunked;q=1.0] [X-Akamai-CONFIG-LOG-DETAIL] = [true] [X-WebLogic-KeepAliveSecs] = [30] [Cache-Control] = [no-cache, max-age=0] [Proxy-Client-IP] = [18.208.159.25, 23.46.238.76] [X-dynaTrace-Application] = [1%3B1%3B02988af77a4c58f7] [X-Forwarded-For] = [18.208.159.25, 23.46.238.76] [X-dynaTrace-RequestState] = [agentId=0xc4ff881e&pathDepth=1] [Accept-Language] = [en-US,en;q=0.5] [X-ruxit-Apache-ServerNamePorts] = [www.fido.ca:8443] content exchanges-deliveries on =3=srv=14=sn=3D2FE344AAAF26C8196E3F490F6ED3C8=perc=100000=ol=0=mul=1 /default/main/internet/fido/WORKAREA/common en_US j6ho4riz 2017-08-24 18:33:05 true site/support j6ho4riz templatedata/site/support/data/mobile/exchanges-deliveries 1512082082 2017-11-30 17:48:24 /default/main/internet/fido/STAGING /default/main/internet/fido exchanges-deliveries 1511900068806 2017-11-30 17:48:24 /default/main/internet/fido/WORKAREA/common/templatedata/site/support/data/mobile/exchanges-deliveries templatedata/site/support/data/mobile/exchanges-deliveries 1 true exchanges-deliveries ab, bc, mb, nb, nl, ns, nt, nu, on, pe, qc, sk, yt en, fr Mobile GetStarted customer prepaid, regular customer_care faqs Activation, HardwareDeliveryManagement HardwareReturnExchange Wireless DetailsSmartphone 1486400470550 Wireless exchange and return policy instructions | Fido Support Step by step instructions on how to return or exchange your Fido wireless devices. Fido's exchange and return policy on mobile devices <p>If you are not satisfied with your Fido mobile device, you can return (or exchange) it to the store you purchased it from, provided the following criteria is met:</p> <p>✔ Cancellation is requested within 15 days from the date of activation.<br /> ✔ Device is in it&rsquo;s original condition with all accessories.<br /> ✔ Must not have any physical or moisture damage.<br /> ✔ Device passwords and locks are removed.</p> <div class="gray-bg"> <h3>Start a return request</h3> <p>Please follow the steps below based on how you purchased your device:</p> <!-- faq 1 start --> <div class="faq-container"> <div class="faq-question"> <h3>Purchased from Fido.ca or the Fido call centre:</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer1" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Returns/Exchange</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>Defective Device Exchange</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Ensure device meets return criteria above.</li> <li>Call <a href="tel:%201-888-481-3436"><strong>1-888-481-FIDO (3436)</strong></a> to validate your return/exchange eligibility.</li> <li>Devices eligible for return or exchange must be shipped back within 10 days of speaking with us.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Ensure device meets return criteria above.</li> <li>Call <a href="tel:%201-888-481-3436"><strong>1-888-481-FIDO (3436)</strong></a> to speak with Mobile Support</li> <li>Defective devices eligible for exchange must be shipped back within 10 days </li> </ul> <p><strong><em>&nbsp;Note:</em></strong><em> Defective devices outside of the 15-day exchange &nbsp;period require additional support. Please <a href="http://www.fido.ca/consumer/contact-us">contact care</a> to discuss options. </em></p> </td> </tr> </tbody> </table> </p> </div> </div> </div> <!-- faq 1 end --><!-- faq 2 start --> <div class="faq-container"> <div class="faq-question"> <h3>Purchased from a Fido Retail store:</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer2" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Returns/Exchange</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>Defective Device Exchange</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Ensure device meets return criteria above.</li> <li>Device must be returned or exchanged at the same store it was purchased from to confirm your eligibility for return/exchange and receive your refund, and cancellation confirmation.</li> <li>Original receipt and documentation is required.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Ensure device meets return criteria above.</li> <li>Call <a href="tel:%201-888-481-3436"><strong>1-888-481-FIDO (3436)</strong></a> to speak with Mobile Support</li> <li>Defective devices eligible for exchange must be returned to the same store it was purchased from.</li> </ul> <p><strong><em>&nbsp;Note:</em></strong><em> &nbsp;Defective devices outside of the 15-day exchange &nbsp;period require additional support. Please <a href="http://www.fido.ca/consumer/contact-us">contact care</a>&nbsp;to &nbsp;discuss options. </em></p> </td> </tr> </tbody> </table> </p> </div> </div> </div> <!-- faq 2 end --><!-- faq 3 start --> <div class="faq-container"> <div class="faq-question"> <h3>Purchased from other retailer (e.g., Best Buy or other non-Fido stores):</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer3" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Returns/Exchange</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>Defective Device Exchange</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Ensure device meets return criteria above.</li> <li>Device must be returned or exchanged at the same store where it was purchased from to confirm your eligibility for return/exchange and receive your refund, and cancellation confirmation.</li> <li>Original receipt and documentation is required.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Ensure device meets return criteria above.</li> <li>Call <a href="tel:%201-888-481-3436"><strong>1-888-481-FIDO (3436)</strong></a> to speak with Mobile Support</li> <li>Defective devices eligible for exchange must be returned to the same store it was purchased from*.</li> </ul> <p><strong><em>&nbsp;Note:</em></strong><em> Defective devices outside of the 15-day exchange &nbsp;period require additional support. Please <a href="http://www.fido.ca/consumer/contact-us">contact care</a> to discuss options. </em></p> </td> </tr> </tbody> </table> </p> <p><em>* Other retailers may have additional rules and charges for returning devices.&nbsp; Please contact them for more info.</em></p> </div> </div> </div> <!-- faq 3 end --><!-- faq 4 start --> <div class="faq-container"> <div class="faq-question"> <h3>Returning your device (via shipment)</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer4" class="collapse"> <div class="faq-answer"><ol> <li>Make sure: <ul> <li>you&rsquo;ve done a master reset on the device</li> <li>removed all passcodes or hardware locks</li> <li>other device-specific locks are removed</li> </ul> <p><strong>&nbsp;</strong>To remove:&nbsp;<a href="https://support.apple.com/en-ca/explore/find-my-iphone-ipad-mac-watch">Apple 'Find my iPhone' lock</a>; <a href="https://help.blackberry.com/en/blackberry-protect/1.3/help/bma1330350322621.html">Blackberry 'Protect' lock</a>; <a href="https://support.google.com/nexus/answer/2840815?hl=en">Android 'Google Account' lock</a>.</p> </li> <li>Place device and all included accessories and manuals into the original or comparable box, including bubble wrap or newspaper to protect the contents.</li> <li>Attach the UPS authorized return service label included in your device's original contents to the box.</li> <li>Record the tracking number starting with "1Z" to track the return shipment.</li> <li>Contact UPS to arrange for pick-up at <strong>1-800-742-5877</strong>, or drop the package off at the nearest UPS depot or drop box.</li> </ol></div> </div> </div> <!-- faq 4 end --><!-- faq 5 start --> <div class="faq-container"> <div class="faq-question"> <h3>After your device has been returned</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p><strong>If return or exchange is ELIGIBLE:</strong><br />Your return will be processed and your account charges adjusted within 4 weeks of the device being received by Fido.</p> <p><strong>If your return or exchange is INELIGIBLE:</strong><br />Your device will be returned to you and account adjustments will not be applied.</p> <p>If Fido determines that the device received has damages that are not covered under the manufacturer's warranty, or has a hardware lock that Fido cannot remove, you will be charged applicable device charges (plus applicable taxes), and the device that you sent us will be returned to you.</p> </div> </div> </div> <!-- faq 5 end --></div> Return Policy Returns Exchanges Instructions Wireless Return Policy Instructions–Politique d'échange/retour(sans-fil) | Soutien Fido Instructions détaillées sur la façon de retourner ou d’échanger votre appareil sans fil Fido Politique d'échange et de retour de Fido relative aux appareils mobiles <p>Si vous n&rsquo;&ecirc;tes pas satisfait de votre appareil mobile de Fido, vous pouvez le retourner ou l&rsquo;&eacute;changer au magasin o&ugrave; vous l&rsquo;avez achet&eacute;, pourvu que les crit&egrave;res suivants soient respect&eacute;s&nbsp;:</p> <p>✔ L&rsquo;annulation est demand&eacute;e dans les 15&nbsp;jours suivant l&rsquo;activation.<br /> ✔ L&rsquo;appareil doit &ecirc;tre rendu dans son &eacute;tat d&rsquo;origine et avec tous les accessoires.<br /> ✔ Il ne doit pas montrer de dommages mat&eacute;riels ou caus&eacute;s par l&rsquo;humidit&eacute;.<br /> ✔ Tous les mots de passe et les fonctions de verrouillage sont d&eacute;sactiv&eacute;s.</p> <div class="gray-bg"> <h3><strong>Commencez votre demande de retour</strong></h3> <p>&nbsp;Veuillez suivre les &eacute;tapes ci-dessous selon la fa&ccedil;on dont vous vous &ecirc;tes procur&eacute; votre appareil.</p> <!-- faq 1 start --> <div class="faq-container"> <div class="faq-question"> <h3>Appareil achet&eacute; par l&rsquo;entremise de Fido.ca ou d&rsquo;un centre d&rsquo;appel de Fido</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer1" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Retour ou &eacute;change</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>&Eacute;change d&rsquo;un appareil d&eacute;fectueux</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les crit&egrave;res de retour susmentionn&eacute;s.</li> <li>Composez le <a href="tel:%201-888-481-3436"><strong>1‑888‑481‑FIDO (3436)</strong></a> pour confirmer votre admissibilit&eacute; au retour ou &agrave; l&rsquo;&eacute;change.</li> <li>Vous pouvez retourner ou &eacute;changer un appareil admissible en le r&eacute;exp&eacute;diant dans les&nbsp;10&nbsp;jours apr&egrave;s avoir communiqu&eacute; avec nous.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les crit&egrave;res de retour susmentionn&eacute;s.</li> <li>Composez le&nbsp;<a href="tel:%201-888-481-3436"><strong>1‑888‑481‑FIDO (3436)</strong></a> pour parler &agrave; un membre du Soutien mobile.</li> <li>Vous pouvez &eacute;changer un appareil d&eacute;fectueux admissible en le r&eacute;exp&eacute;diant dans les&nbsp;10&nbsp;jours apr&egrave;s avoir communiqu&eacute; avec nous.</li> </ul> <p><strong><em>&nbsp;Remarque</em></strong><em>&nbsp;: Les clients dont l&rsquo;appareil est d&eacute;fectueux et qui &nbsp;ont d&eacute;pass&eacute; la p&eacute;riode d&rsquo;&eacute;change de&nbsp;15&nbsp;jours auront besoin &nbsp;d&rsquo;une aide additionnelle. Veuillez <a href="http://www.fido.ca/consumer/contact-us">communiquer avec le &nbsp;Service &agrave; la client&egrave;le</a>&nbsp;pour discuter des options qui s&rsquo;offrent &agrave; &nbsp;vous.</em></p> </td> </tr> </tbody> </table> </p> </div> </div> </div> <!-- faq 1 end --><!-- faq 2 start --> <div class="faq-container"> <div class="faq-question"> <h3>Appareil achet&eacute; dans un magasin Fido</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer2" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Retour ou &eacute;change</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>&Eacute;change d&rsquo;un appareil d&eacute;fectueux</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les crit&egrave;res de retour susmentionn&eacute;s.</li> <li>L&rsquo;appareil doit &ecirc;tre retourn&eacute; ou &eacute;chang&eacute; au m&ecirc;me magasin o&ugrave; vous l&rsquo;avez achet&eacute; pour confirmer votre admissibilit&eacute; au retour ou &agrave; l&rsquo;&eacute;change et pour que vous receviez votre remboursement et votre confirmation d&rsquo;annulation.</li> <li>Le re&ccedil;u et les documents originaux sont requis.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les crit&egrave;res de retour susmentionn&eacute;s.</li> <li>Composez le&nbsp;<a href="tel:%201-888-481-3436"><strong>1‑888‑481‑FIDO (3436)</strong></a> pour parler &agrave; un membre du Soutien mobile.</li> <li>Vous pouvez &eacute;changer un appareil d&eacute;fectueux admissible en le retournant au m&ecirc;me magasin o&ugrave; vous l&rsquo;avez achet&eacute;.</li> </ul> <p><strong><em>&nbsp;Remarque&nbsp;: </em></strong><em>Les clients dont l&rsquo;appareil est d&eacute;fectueux et qui &nbsp;ont d&eacute;pass&eacute; la p&eacute;riode d&rsquo;&eacute;change de&nbsp;15&nbsp;jours auront besoin &nbsp;d&rsquo;une aide additionnelle. Veuillez <a href="http://www.fido.ca/consumer/contact-us">communiquer avec le &nbsp;Service &agrave; la client&egrave;le</a>&nbsp;pour discuter des options qui s&rsquo;offrent &agrave; &nbsp;vous. </em></p> </td> </tr> </tbody> </table> </p> </div> </div> </div> <!-- faq 2 end --><!-- faq 3 start --> <div class="faq-container"> <div class="faq-question"> <h3>Appareil achet&eacute; chez un autre d&eacute;taillant (autre que Fido, p. ex., Best Buy)</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer3" class="collapse"> <div class="faq-answer"> <p> <table border="0" cellspacing="7" cellpadding="0"> <tbody> <tr> <td width="375" valign="top"> <p align="center"><strong>Retour ou &eacute;change</strong></p> </td> <td width="375" valign="top"> <p align="center"><strong>&Eacute;change d&rsquo;un appareil d&eacute;fectueux</strong></p> </td> </tr> <tr> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les crit&egrave;res de retour susmentionn&eacute;s.</li> <li>L&rsquo;appareil doit &ecirc;tre retourn&eacute; ou &eacute;chang&eacute; au m&ecirc;me magasin o&ugrave; vous l&rsquo;avez achet&eacute; pour confirmer votre admissibilit&eacute; au retour ou &agrave; l&rsquo;&eacute;change et pour que vous receviez votre remboursement et votre confirmation d&rsquo;annulation.</li> <li>Le re&ccedil;u et les documents originaux sont requis.</li> </ul> </td> <td width="375" valign="top"> <ul> <li>Assurez-vous que l&rsquo;appareil respecte les crit&egrave;res de retour susmentionn&eacute;s.</li> <li>Composez le&nbsp;<a href="tel:%201-888-481-3436"><strong>1‑888‑481‑FIDO (3436)</strong></a> pour parler &agrave; un membre du Soutien mobile.</li> <li>Vous pouvez &eacute;changer un appareil d&eacute;fectueux admissible en le retournant au m&ecirc;me magasin o&ugrave; vous l&rsquo;avez achet&eacute;.*</li> </ul> <p><strong><em>&nbsp;Remarque&nbsp;: </em></strong><em>Les clients dont l&rsquo;appareil est d&eacute;fectueux et qui &nbsp;ont d&eacute;pass&eacute; la p&eacute;riode d&rsquo;&eacute;change de&nbsp;15&nbsp;jours auront besoin &nbsp;d&rsquo;une aide additionnelle. Veuillez<a href="http://www.fido.ca/consumer/contact-us"> communiquer avec le &nbsp;Service &agrave; la client&egrave;le</a> pour discuter des options qui s&rsquo;offrent &agrave; &nbsp;vous. </em></p> </td> </tr> </tbody> </table> </p> <p><em>* Les autres d&eacute;taillants peuvent imposer d&rsquo;autres r&egrave;gles et frais lors des retours d&rsquo;appareils. Veuillez communiquer avec eux pour obtenir de plus amples renseignements.</em></p> </div> </div> </div> <!-- faq 3 end --><!-- faq 4 start --> <div class="faq-container"> <div class="faq-question"> <h3>Retournez votre appareil (par la poste)</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer4" class="collapse"> <div class="faq-answer"><ol> <li>Assurez-vous de faire ce qui suit : <ul> <li>Effectuer une r&eacute;initialisation compl&egrave;te de l&rsquo;appareil</li> <li>D&eacute;sactiver tous les mots de passe et les fonctions de verrouillage</li> <li>D&eacute;sactiver &eacute;galement les autres fonctions de verrouillage propres &agrave; l&rsquo;appareil</li> </ul> <p>Pour d&eacute;sactiver les fonctions de verrouillage suivantes, cliquez sur les liens : <a href="https://support.apple.com/fr-ca/explore/find-my-iphone-ipad-mac-watch">Localiser mon iPhone d&rsquo;Apple</a>,<a href="https://help.blackberry.com/fr/blackberry-protect/1.3/help/bma1330350322621.html"> application BlackBerry Protect</a>, <a href="https://support.google.com/nexus/answer/2840815?hl=fr">compte Google pour Android</a>.</p> </li> <li>D&eacute;posez l&rsquo;appareil ainsi que tous les accessoires et manuels inclus dans la bo&icirc;te d&rsquo;origine ou une bo&icirc;te similaire, et ajoutez du papier bulle ou du papier journal pour bien prot&eacute;ger le contenu.</li> <li>Apposez sur cette bo&icirc;te l&rsquo;&eacute;tiquette de service de retour autoris&eacute; UPS qui &eacute;tait comprise dans la bo&icirc;te d&rsquo;origine de votre appareil.</li> <li>Consignez le num&eacute;ro de rep&eacute;rage qui commence par &laquo; 1Z &raquo; pour faire le suivi de votre envoi.</li> <li>Communiquez avec UPS en composant le <strong>1 800 742 5877</strong> afin de prendre les mesures n&eacute;cessaires pour la cueillette ou le d&eacute;p&ocirc;t dans la bo&icirc;te de d&eacute;p&ocirc;t UPS ou au comptoir UPS le plus pr&egrave;s.</li> </ol></div> </div> </div> <!-- faq 4 end --><!-- faq 5 start --> <div class="faq-container"> <div class="faq-question"> <h3>Une fois l&rsquo;appareil retourn&eacute;</h3> <span class="action"> <em class="rui-icon-plus"></em> </span></div> <div id="answer5" class="collapse"> <div class="faq-answer"> <p><strong>Si vous &ecirc;tes ADMISSIBLE au retour ou &agrave; l&rsquo;&eacute;change<br /> </strong>Votre retour sera trait&eacute; et les frais port&eacute;s &agrave; votre compte seront corrig&eacute;s dans les quatre&nbsp;semaines suivant la r&eacute;ception de votre appareil par Fido.</p> <p><strong>Si vous n&rsquo;&ecirc;tes PAS ADMISSIBLE au retour ou &agrave; l&rsquo;&eacute;change<br /> </strong>Votre appareil vous sera retourn&eacute; et aucune correction ne sera apport&eacute;e &agrave; votre compte.</p> <p>Si Fido d&eacute;termine que l&rsquo;appareil pr&eacute;sente des dommages qui ne sont pas couverts par la garantie du fabricant ou que Fido est dans l&rsquo;impossibilit&eacute; de d&eacute;sactiver une fonction de verrouillage, les frais applicables seront port&eacute;s &agrave; votre compte (en plus des taxes exigibles) et l&rsquo;appareil que vous nous avez envoy&eacute; vous sera retourn&eacute;.</p> </div> </div> </div> <!-- faq 5 end --></div> Politique de retour instructions échange retours sans fil Politique de retour 6LfFoRATAAAAAF4k8pYifmzO12cKXzERsY-nUGdh

Fido's exchange and return policy on mobile devices

If you are not satisfied with your Fido mobile device, you can return (or exchange) it to the store you purchased it from, provided the following criteria is met:

✔ Cancellation is requested within 15 days from the date of activation.
✔ Device is in it’s original condition with all accessories.
✔ Must not have any physical or moisture damage.
✔ Device passwords and locks are removed.

Start a return request

Please follow the steps below based on how you purchased your device:

Purchased from Fido.ca or the Fido call centre:

Returns/Exchange

Defective Device Exchange

  • Ensure device meets return criteria above.
  • Call 1-888-481-FIDO (3436) to validate your return/exchange eligibility.
  • Devices eligible for return or exchange must be shipped back within 10 days of speaking with us.
  • Ensure device meets return criteria above.
  • Call 1-888-481-FIDO (3436) to speak with Mobile Support
  • Defective devices eligible for exchange must be shipped back within 10 days

 Note: Defective devices outside of the 15-day exchange  period require additional support. Please contact care to discuss options.

Purchased from a Fido Retail store:

Returns/Exchange

Defective Device Exchange

  • Ensure device meets return criteria above.
  • Device must be returned or exchanged at the same store it was purchased from to confirm your eligibility for return/exchange and receive your refund, and cancellation confirmation.
  • Original receipt and documentation is required.
  • Ensure device meets return criteria above.
  • Call 1-888-481-FIDO (3436) to speak with Mobile Support
  • Defective devices eligible for exchange must be returned to the same store it was purchased from.

 Note:  Defective devices outside of the 15-day exchange  period require additional support. Please contact care to  discuss options.

Purchased from other retailer (e.g., Best Buy or other non-Fido stores):

Returns/Exchange

Defective Device Exchange

  • Ensure device meets return criteria above.
  • Device must be returned or exchanged at the same store where it was purchased from to confirm your eligibility for return/exchange and receive your refund, and cancellation confirmation.
  • Original receipt and documentation is required.
  • Ensure device meets return criteria above.
  • Call 1-888-481-FIDO (3436) to speak with Mobile Support
  • Defective devices eligible for exchange must be returned to the same store it was purchased from*.

 Note: Defective devices outside of the 15-day exchange  period require additional support. Please contact care to discuss options.

* Other retailers may have additional rules and charges for returning devices.  Please contact them for more info.

Returning your device (via shipment)

  1. Make sure:
    • you’ve done a master reset on the device
    • removed all passcodes or hardware locks
    • other device-specific locks are removed

     To remove: Apple 'Find my iPhone' lock; Blackberry 'Protect' lock; Android 'Google Account' lock.

  2. Place device and all included accessories and manuals into the original or comparable box, including bubble wrap or newspaper to protect the contents.
  3. Attach the UPS authorized return service label included in your device's original contents to the box.
  4. Record the tracking number starting with "1Z" to track the return shipment.
  5. Contact UPS to arrange for pick-up at 1-800-742-5877, or drop the package off at the nearest UPS depot or drop box.

After your device has been returned

If return or exchange is ELIGIBLE:
Your return will be processed and your account charges adjusted within 4 weeks of the device being received by Fido.

If your return or exchange is INELIGIBLE:
Your device will be returned to you and account adjustments will not be applied.

If Fido determines that the device received has damages that are not covered under the manufacturer's warranty, or has a hardware lock that Fido cannot remove, you will be charged applicable device charges (plus applicable taxes), and the device that you sent us will be returned to you.