What you need to know about Express Pickup

What is Fido Express Pickup and how does it work?

Express Pickup is a free service that allows you to purchase online and pick up a participating Fido store as soon as the same day. It’s fast, convenient and flexible!

In the midst of the current public health situation, we’re making changes to our services to keep our communities, customers and employees safe. To learn more about how we are adapting during these uncertain times, visit our COVID-19 update page.

How do I take advantage of Express Pickup?

1.      Shop online for a device/plan you want to purchase

2.      If available, the Express Pickup option will appear upon checkout.

3.      Select the pickup location most convenient to you and complete your order.

4.      If no stores are presented, simply enter a new address/postal code.

5.      We will send you a confirmation email once your order is complete.

6.      When your item(s) are ready for pickup, you will receive an additional email letting you know.

 

Please note: Do not go to the store unless you’ve received an email stating that your order is ready for pick up.

How do I pick up my order at the store and what do I need to bring?

Once you’ve received the email stating that your order is ready for pickup, please visit the participating store you selected.

  1. Upon arrival, inform a Sales Representative that you’re there for an Express Pickup and they will be happy to assist you. The Primary Account Holder must be present.
  2. Have your Order Confirmation Number ready.
  3. Bring the same 2 pieces of ID used when placing your online order.
  4. Bring a valid government issued photo ID if one wasn’t used when placing your order.


Acceptable forms of ID include:

·      Driver’s license

·      Canadian passport

·      Provincial ID (or Age of Majority Card)

·      Status card

·      Senior Citizens Card

·      Military Service Identification Card


Please note: Due to COVID-19, only a limited number of customers are able to access the store at one time. Please follow store instructions upon arrival.

When will my order be ready?

1.      Orders are prepared for pick up as soon as the same day.

2.      A slight delay during extreme busy periods may occur.


Do not go to the store unless you’ve received an email notification saying that your order is ready for pickup.

Are all devices eligible for Express Pickup?

No. At this time only phones are eligible. If a phone is eligible for Express Pickup, the Express Pickup option will appear when placing your order at online checkout.

New devices may not be eligible for Express Pickup as soon as they’re released in market. Participating stores will need to have sufficient stock before Express Pickup is available.

How long will the store hold my Express Pickup order?

Please wait for the ‘Ready For Pickup’ email we’ll be sending you before visiting a store. You will have 3 days to pick up your order once you receive that email. Items not picked up within 3 days will be cancelled, and refunded to your credit card within 3-5 business days.

Which locations are available for Express Pickup?

Express Pickup is currently available at participating Fido stores. Store location availability will be displayed on the online checkout page, after you’ve selected Express Pickup.

Why isn’t the Express Pickup option showing up when I try to checkout?

Some devices may not be eligible for Express Pickup due to limited availability, or may not be in stock at any locations near the address that you’ve provided. You can enter an alternate address/postal code, or select another delivery option.

Can someone else pick up my Express Pickup order?

No. Only the Primary Account Holder can pick up an order.

Can I change the store I selected for Express Pickup?

Yes. However, you can only change your store selection any time prior to finishing the online order. If you decide to cancel after the order has been completed, you will need to visit your selected Express Pickup store.

Can I modify a Express Pickup order prior to pickup or at the store?

Yes, under certain conditions. As the store cannot make modifications over the phone, simply visit your selected store in person for any changes that need to be made. Upon arrival, just let the Sales Representative know that you’d like to make an adjustment

Do I pay online or in the store with Express Pickup?

Express Pickup orders are paid for online, and reflected on your first/next invoice.

What happens if I place an order after a store is closed?

Orders placed after store business hours will be processed the next business day. Please do not go to the store unless you receive an email notification saying that your order is ready for pickup.

Can I select multiple pickup stores for one Express Pickup order?

No. You can only select one store per order.

Are SIM cards eligible for Express Pickup?

Yes. You can pick up a free SIM card for your new Bring Your Own Device activation via Express Pickup.

How can I cancel my Express Pickup order?

If you decide to cancel after the order has been completed, you will need to visit your selected Express Pickup store. Please ask the Store Representative upon arrival.

How do I return or exchange items from my Express Pickup order?

You can return or exchange at the Fido store you selected. All returns must be in compliance with our applicable return/exchange policy.