Online Policies

Shopping Online

Save the $60 connection fee when you buy online! A SIM card fee ($10) and a non-refundable shipping fee ($15) may be charged at the time of purchase for online orders.
All online orders are subject to credit approval and validation of a proper shipping address. You can read about our credit check process
. By activating your Koodo phone, you agree to Koodo Mobile’s Service, which can be found
Please note that product pricing and availability are subject to change without notice. We reserve the right to limit the number of orders that may be placed for any item or offer for any reason at our sole discretion. We reserve the right to cancel an order or offer an alternative product in case of a pricing error, inventory error or shortage, or other reasons. We reserve the right to adjust pricing to correct any errors.

Payment Options

We accept Visa, Visa Debit, MasterCard and American Express cards which have been issued by a Canadian bank. International credit cards are not accepted. All prices on our website are listed in Canadian dollars.

Shipping and delivery

For online orders, a non-refundable shipping fee ($15) may be charged at the time of purchase. We only ship to Canadian addresses. Orders to non-Canadian addresses will be cancelled and refunded.
It usually takes 3-5 business days for phones and accessories to be delivered, or 7-10 days if we're experiencing higher traffic. When an item is back-ordered, shipping can take 15 business days. If you want to track the progress of your order while we are processing it, you can use our handy
order tracker
All rural addresses must include a street address and phone number. You can use the shipping instructions field to give us any additional delivery information (like: leave at the back door or leave without signature). We can ship to P.O. Boxes.
The courier service will attempt to deliver once, and will leave a door knocker providing you with the pertinent information on pick-up methods. Please refer to your shipping confirmation email that lists your tracking number and links to information on contacting the courier service for more details. There should be someone at the address able to receive your order anytime between 9am to 5pm, Monday through Friday. To prevent theft, a signature is required for every delivery unless you specify otherwise in your shipping instructions.
Neither Koodo Mobile nor the courier service being used are responsible for any missing or incorrect information entered on your initial order. Packages with insufficient delivery information will be returned to Koodo Mobile.

Cancellations and returns

If you'd like to cancel an order placed online,
email us
as soon as possible with your order number and account details. We’ll try to cancel your order from our end before it’s shipped out from our warehouse. Otherwise, you can opt not to receive the package, so that it gets returned to us. Keep in mind that your order, and line will still need to be cancelled and any refund will only be processed once we receive the package back at our warehouse.
If you cancel your service or if Koodo cancels it for any reason, you remain responsible for your Koodo Tab, remaining phone credit balance and for all amounts chargeable to your account up to the time the service is cancelled. Any recurring charges that were billed at the beginning of your billing cycle will be partially refunded so that you are only charged for the portion of the month in which your service was active.
Returns & Exchanges:
If you aren't happy with your new phone, you can return or exchange it within 30 days of the purchase date. To do so, email us to request a return or exchange, and we'll provide further instructions. The phone you're returning must be in its original condition with all its original packaging and parts. Once we've accepted your return, we'll refund the appropriate amount to the credit card you used at the time of purchase.
Note: Online purchases from the Koodo Mobile Webstore cannot be returned at Koodo shops or retail partners. Purchases from Koodo Shops and retail partners have their own return policy; any items purchased from a store must be returned in-store.

Contact us

To get in touch, visit our
contact us

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