Got a promo code to use at koodo.com? Awesome! Here’s how to redeem it.

Let’s get started. Click to let us know if you’re a __current__ or a __new__ customer, then follow the outlined steps:

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  <h3> Current Customer </h3>
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1. Log in to your [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?client_id=unifiedss_koodo&response_type=code&scope=profileinfohighdetail%20customerinfo%20internetservicemanagement%20securitymgmt%20paymentmanagement%20ordermgmt%20invoiceinfo%20devicemanagement%20phonenumbermgmt%20accountinfo%20accountmanagement%20loyaltyandrewards%20priceplaninfo%20accountactivity%20paymentprocessing%20wifimanagement%20PartnerProfile%20profilemanagement%20usagepreferencemanagement%20usagemeter%20wlspaymentmgmt%20homephonemanagement%20usagemanagement%20usagedetails%20usagenotificationacceptancehistory%20usageblockmanagement%20serviceeligibility%20servicemanagement%20hellocustomer%20billpreferencemanagement%20identityinfofulldetail%20serviceassociation%20callcontrolmanagement%20wlsserviceagreement%20wlsserviceandfeature%20wlspriceplan%20userprofileselfreg&redirect_uri=https%3A%2F%2Fapi.digital.koodomobile.com%2Foauth2%2Fcallback) account.

2. Click the __Shop__ menu, then choose one of the actions below:

| Select               | If you want to...                              |
|----------------------|------------------------------------------------|
| Phones               | Get a new phone<br><br>Add a phone or a tablet |
| Bring your own Phone | Add a new line to your account                 |

3. Select a Phone or a SIM and click __“Add to cart”__
4. Enter your promo code in the __“Promo code” text box__. *(Some don’t have validation codes, but if you received one, enter it now.)*
5. Click __“Add a plan/Change plan,”__ select your preferred plan, then click __“Add to cart.”__
6. Follow the rest of the steps to proceed to Checkout.
7. Once you see a screen with your confirmation number, you’re all done - sit back and wait for your new phone/SIM to arrive!

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  <h3> New Customer </h3>
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| If you want to...    | Go to this page                                  |
|----------------------|--------------------------------------------------|
| Get a new phone      | https://www.koodomobile.com/phones               |
| Bring your own Phone | https://www.koodomobile.com/en/shop/mobility/bring-your-own-phone |

1. Select a Phone or a SIM and click __“Add to cart”__ 
2. In the pop-up box, under “New to Koodo?” select __“Get started”__
3. Enter your promo code in the __“Promo code” text box.__ *(Some don’t have validation codes, but if you received one, enter it now.)*
4. Click __“Add a plan,”__ select your preferred plan, then click __“Add to cart.”__
5. Follow the rest of the steps to proceed to Checkout. *(If you don't pass the credit check process, an employee at your closest Koodo Shop can help you complete your order.)*
6. Once you see a screen with your confirmation number, you’re all done - sit back and wait for your new phone/SIM card to arrive!
</div>

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  <h3> Having problems? </h3>
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If you see an error message after entering the promo and validation codes, here are some steps you can try out:

- Review the details/eligibility of your promo code offer, and make sure it matches what you have in your cart 
- Double check the cell phone brand, model, colour, size or Tab size
- Make sure that the rate plan you've chosen is listed as eligible for your promo offer.

If you still have trouble, you can go to [koodo.com/help](http://koodo.com/help) for more details.
</div>

Got a Koodo promo code? Awesome, learn about redeeming it here!

Online orders

Buying online

My Account

Before you buy

Shipping and delivery

Certified Pre-owned Phones

Redeeming your Koodo promo code

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Within 24 hours, we'll send you a Purolator email, which includes a QR code and a waybill. Present these to a Purolator location within 10 days before the waybill expires. No need to print - they can do it for you.
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If you’re not happy with the phone you purchased, you can return the phone for an exchange or refund provided that you meet the following conditions:

- The phone is in like-new condition in the original packaging   
- You show proof of purchase
- Accessories are excluded unless they’re defective

Additionally, if your usage exceeds any one of the following limits, you can still return or exchange your device, but you’ll be responsible for your bill:

- 30 minutes of talk time (local and/or long distance)
- 50 text messages (incoming and outgoing)
- 50 MB data

When your device is returned within the return period, any Tab and/or Tab Bonus balance for the phone will be removed from your account.   It can take up to 4 weeks for the adjustment to appear on your bill.

Check out the return policy below, based on how you made your purchase:  

|                                                                                      How you made your purchase                                                                                     |        Return policy        |                                                                                                                                                                                                                   How to return or exchange                                                                                                                                                                                                                  |
|:---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------:|:---------------------------:|:------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------:|
| At a retail store <br><br>(excluding third party-retailers such as Best Buy, Walmart, etc; these stores have their own return policies, and items purchased from them can only be returned to them.) | 15* days from purchase date | At [your nearest Koodo store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) <br>Please bring your sales receipt                                                                                                                                                                                                                                                                                                                                                                                              |
| Online at koodo.com                                                                                                                                                                                 | 30 days from purchase date  | Must be returned via mail and can be initiated by sending an email to koodo.webstore@koodomobile.com<br>for a rep to send you a prepaid shipping label for your return.  <br><br>Please note that the SIM card fee and the shipping fee are not refundable<br><br>__Heads up!__ There’s no exchange process when buying online at koodo.com. This means you must <br>return the phone and [buy another phone](https://www.koodomobile.com/en/phones). A shipping fee applies to the new phone. |
| Ordered online and phone's not looking right?                                                                                                                                                                                 | As soon as you can, within 7 days from purchase date  | Does something look or feel off with your phone? Let us know within __7 days__, so we can fix it fast - or you might miss the chance to get help from our friendly reps! |
| - Purchased in store, shipped to home<br><br>- Over the phone or direct sales rep purchases (in your home or at a community event)                                                                  | 30 days from purchase date  | At [your nearest store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) <br>Please bring your sales receipt or order email<br><br>                         OR<br><br>You can also schedule a callback with [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) for a rep to send you a prepaid shipping label for your return                                                                                                                                                                                                                       |

\* 30 days for people with disabilities.

<br><br>Are you a Prepaid customer? [Return or exchange your phone on Koodo prepaid](https://www.koodomobile.com/help/you-buy-prepaid-phone "Return or exchange your phone on Koodo prepaid"). <br><br>

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  <h3> FAQ </h3>
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__1. I purchased my phone online at koodo.com. If I haven't received it in 30 days, how can I return it? Is it 30 days from the order date or 30 days from when it's delivered? Are these calendar days or business days?__

If you __haven't received your device__ in 30 calendar days, it’s most likely that the phone has gotten lost in transit. You can request to start an investigation process for up to 90 calendar days starting from when the tracking number was generated. 

You can __request a return__ within 30 calendar days, starting from the day that it was delivered to the address. If it hasn’t been delivered yet, you can refuse the package and it’ll be sent back to the sender. <br><br>

__2. How can I find out when you’ll process the return for my already-delivered, unused phone or the length of time it takes for this process?__

When you return a device to the post office, a unique tracking number will be given to you, so you can check the progress of the package and see when it arrives at our warehouse. __Please make sure you keep the tracking number safe, because Koodo doesn’t have access to it.__

This process can take up to 4 weeks. The phone will be received in the warehouse, and our staff there will check the device. Once the check is completed, adjustments to your account will be made accordingly.<br><br>

__3. Will I have to pay for shipping when I return my phone?__

No, you won’t have to pay for shipping for a return. We’ll provide you with a barcode that will pay for the shipping and handling on the way back to our warehouse.<br><br>

__4. What is included in the box with my device purchase?__

Please refer to the box your device comes in for details on what's included inside. Your device purchase typically comes with a cable only. Power adaptor and headphones sold separately.<br><br>

__5. I found a lost Koodo phone. How can I return it to the owner?__

You're such an angel. The best way to get the phone to its rightful owner is to drop it off at a [Koodo store](https://www.koodomobile.com/en/find-nearest-store), and we'll find him/her for you. 

  </div>

<br><br>__Related help pages:__
- [Koodo Phone Protection Plan](https://www.koodomobile.com/en/help/koodo-phone-protection-plan)
- [Repair and warranty options](https://www.koodomobile.com/en/help/warranty-and-repair-policy)

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If you're not happy with your new Koodo phone, you can return or exchange your Koodo phone within 30 days. 

Returns and exchanges

Billing & payments

Mobility

Warranty and repairs

Returning or exchanging your Koodo phone

<div class="warningBox">
Due to potential Canada Post labour disruptions, we are currently unable to deliver to PO Boxes and Rural Route addresses. <a href="https://www.koodomobile.com/en/help/canada-post-labour-disruption" target="_blank">Learn more</a>.
</div>

We ship to all Canadian addresses, including those in Nunavut and the Northwest Territories. Orders with non-Canadian addresses can't be processed. We use different shipping companies, depending on your location. Make sure that someone will be available to sign for the package between 9am to 5pm, Monday through Friday. Packages with insufficient delivery information will be returned to Koodo. A non-refundable shipping fee may be charged at the time of purchase for online orders.

__Heads up!__ There's no exchange process online, which means that, if you're not satisfied with the phone you received, you must return it and buy another phone. Please note that a shipping fee will be applied to the new phone.

Koodo and the courier services we use are not responsible for any missing or incorrect information entered on your order.

Please note that web orders cannot be modified regardless of whether the order has been shipped out already or not

[Track your order](https://shop.koodomobile.com/checkout/order/orderSearch.jsp)

__Note:__ SIM-only/BYOD-only orders can’t be tracked. SIM-only orders are normally delivered in 3-5 business days.

Your order number is in the shipping email we sent you. The order number starts with either 'HFO' or 'TD' followed by a string of numbers (e.g. HFO12345678 or TD1234567). Easily [Track your order](https://shop.koodomobile.com/checkout/order/orderSearch.jsp) by entering the order number and email address you used for your purchase.

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  <h3> FAQ </h3>
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__1 - What should I do if the tracking number for my new phone is not available?__

Please go to [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support) and ask to schedule a callback, so one of our reps can help you with this. <br><br>

__2 - Can you provide an estimated delivery timeline for SIM-only orders?__

SIM-only orders are usually delivered within 7-10 business days.<br><br>  

__3 - Do you ship to Canadian P.O. boxes?__

Yes, we do!<br><br>  

__4 - Which company do you ship with?__

The shipping email you receive will state which company the item is being shipped with.<br><br>

__5 - What are the estimated shipping times in Canada?__

The latest shipping times are stated separately for each device.<br><br>

__6 - What should I do if I've lost my tracking number?__

Please go to Koodo Assist and schedule a callback, so a rep can help you with this.<br><br>

__7 - Can I change the shipping or delivery address after placing my order?__

No, all orders are shipped exclusively to your credit card's billing address provided at check out. This is done to preserve the security of your information.

  </div>

<br><br>__Related help pages:__

- [Ordering online](https://www.koodomobile.com/en/help/ordering-online)
- [Returning or exchanging your Koodo phone](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone)

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Just made an online order with Koodo? Find out what you need to know about shipping and delivery here. 

### __Pre-order online. Skip the real-life line.__
When you pre-order your phone with us, it's delivered right to your home.

### __What pre-ordering with Koodo looks like__
- [Choose the phone you want](https://koodomobile.com/phones "Choose the phone you want").
- Your credit card is charged as soon as you submit your order.
- We'll notify you by email when your order has been submitted and when your order has been shipped.

### __A few things__
- We can only deliver your phone by mail to your billing address, not to Koodo stores.
- You can only pre-order one phone per account.

### __Receiving your pre-ordered phone__
We want you to get your phone on the day it launches! We’re super dedicated to making sure this happens, but our delivery dates are only estimations.

### __Just so you know__
- The estimated delivery date of your phone is updated often on our website and is based on our inventory and the number of pre-orders we received.
- Orders are processed on a first-come first-served basis, but order approval times vary from order to order. Sometimes delays occur when we need more info from you. If that’s the case, one of our reps will be in contact with you as soon as possible.
- We might experience delays if inventory levels are lower than expected.

### __Returning or cancelling your pre-ordered phone__

__1. If you want to cancel your order__
  - You can cancel your order before it’s shipped by emailing us at __koodo.webstore@koodomobile.com__ with your request and order information. If you cancel your order after it’s been mailed out, you’ll need to submit a return request.

__2. If you want to return your order__
  - If you’re not satisfied with your order, you can return it within 30 days of purchasing, as long as it’s in like-new condition, including all accessories and proof of purchase. [See our return policy.](https://www.koodomobile.com/help/returning-or-exchanging-your-koodo-phone "See our return policy.")

Email us at koodo.webstore@koodomobile.com to get started on your return. We’ll send you a self-addressed envelope to ship the phone back to us.

Can't wait to get your hands on the latest device? Here's everything you need to know about pre-ordering your phone with Koodo. 

Pre-ordering your phone

Want a "new to you" device without the new device price? We can help with that. [Koodo Certified Pre-owned devices](https://www.koodomobile.com/en/products/certified-pre-owned) are of high-quality and come with a 1-year warranty backed by Koodo. Each one goes through an extensive inspection process by an experienced technician to meet our commitment to quality.

__Functional Inspection__

With the highest of standards, we inspect the battery, body, camera, screen, buttons, speaker, and software to ensure everything works the way it was meant to. Plus, each device is thoroughly disinfected before it’s repackaged. During our refurbishment process, some components may be replaced using third-party parts. These parts go through inspection by a technician covered by our warranty.

__Network Connection Testing__

We test our devices to ensure data transmission is working.

__Full System Wipe and Software Update__

The latest software is installed and all other content will be wiped.

__Quality guarantee and warranty__

You have up to 30 days* to try out your Certified Pre-owned device. If you’re not crazy about it, you can return it for a full refund. Plus, they’re all backed by a 1-year warranty from Koodo.

Shop Certified Pre-owned phones [here](https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones#online_only)

### __What’s included with every Certified Pre-Owned Phone and Tablet__ 

- A Koodo SIM card
- No additional accessories included

### __Certified Pre-Owned Warranty__
Every Certified Pre-Owned device purchased after November 10, 2020 includes a Certified Pre-owned warranty valid for a period of 1 year from the date of purchase**. We’ll cover the costs to repair any manufacturer’s defects for this period.

If your Certified Pre-owned __Android__ phone or tablet is in need of an in-warranty repair, visit a Koodo store for assistance. If your Certified Pre-owned __Apple device__ requires an in-warranty repair, visit a TELUS location for assistance. Check out the [warranty and repair help page](https://www.koodomobile.com/en/help/warranty-and-repair-policy) for more details.

The AppleCare+ Protection Plan isn’t offered with our Certified Pre-Owned phones and is only available for new iPhones.

Need a Certified Pre-owned phone in your life, like, right now? Get one [online](https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones#online_only)

### Terms & Conditions
\* If you are not satisfied, you can return your purchase for an exchange or refund, with the original sales receipt, within 15 days from purchase if bought in store*** or 30 days from purchase date if bought online. Click [here](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone) for more information regarding our return policies.

** Koodo will cover the costs of any manufacturer defects (no physical/liquid damage) for 1 year, starting from the date of purchase.

*** Up to 30 days for those with disabilities

Shop Certified Pre-owned phones [here](https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones#online_only)


Certified Pre-owned Phones are high-quality phones that have been used for no more than 30 days. Find out about getting a Certified Pre-Owned phone with Koodo!

Certified Pre-owned Phones and Tablets

A credit check is required for all new customers. Tab eligibility and activation are subject to credit approval. To complete a credit check at a Koodo store or retail partner, you’ll need to provide your name, date of birth, and __one__ of the following:

- Canadian Driver’s License, or
- Canadian SIN card or Letter, or
- Canadian Credit Card

Plus, any __one__ of the following pieces of photo identification:

- Valid Canadian Driver’s License (a driver’s license can’t be used for both photo ID and a credit check assessment)
- Valid Passport (Canadian or foreign)
- Work Visa
- Department of Defense ID
- Permanent Resident Card
- Native Indian Status Card
- CNIB Card
- Valid Provincial/Territorial Photo ID (government-issued)
- Possession and Acquisition License (PAL)  

### __Heads up__
- A Canadian credit card is needed if you're buying online, as well as your SIN or Canadian Driver’s License.
- We don't require a credit check for Prepaid customers.
- Are you a Prepaid Koodo or Public Mobile customer who wants to move to Postpaid (monthly) Koodo services? [Here’s how](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service).

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  <h3> FAQ </h3>
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__Will I receive a call from Koodo to finalize my credit check?__

If we need to run a credit check on you to approve your order, we’ll attempt to reach out to you over 3 days via a phone call. If we don’t get an answer from you, we’ll then follow up with an email notifying you that we’ve attempted to reach you and will try again in the next 24 hours. You can also request a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) by typing __#verifymyinfo__.  

  </div>

New Koodo customers need to have a credit check. You can find out about these credit check requirements here. 

Credit check requirements

If you see an error while you’re checking out, try these things out:

- Clear any cookies in your browser, clear your cart, and try again.
- Make sure that the address you enter in the billing section matches the one on your credit card. You can enter any Canadian address in the shipping section.

If you’re still having trouble, email us at koodo.webstore@koodomobile.com.

Having trouble finishing your order online with Koodo? Take a look at our tips for checking out. 

Got a Q? We have the A.

Need more help?