The goods on ordering and shipping.

Canadian orders and credit cards 

You must use a valid Canadian credit card: Visa, MasterCard, or American Express. We do not accept International credit cards. We’ll cancel and refund any order made with one. All prices listed are in Canadian dollars. And product pricing and availability are subject to change without notice.

Ordering and shipping confirmations

Three to seven business days is approximately how long it’ll take for mobile phones and accessories to be couriered to your shipping address. If your order is not available for immediate delivery we’ll notify you by email. If your item is back-ordered, shipping may take 15 business days.

After submitting your order, you’ll receive a confirmation email from us. This email will summarize your purchase and provide you with your order number. Please print and/or save this email - it’s your official receipt. Then when your order is shipped, you’ll receive a shipping confirmation email with the courier tracking number and instructions on how to track your order with the courier company.

Free shipping applies for any orders $30 or more (before tax). Orders less than $30 will have a $5 delivery charge applied.


About the shipping address. It’s got to be Canadian – orders with non-Canadian addresses can’t be processed. We can ship to P.O. Boxes. And 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.

All rural route addresses must include a street address and phone number. If you live in an apartment, please put your buzzer number in the shipping instructions. Also use the shipping instructions field to give us any additional delivery information (like: leave at the back door or leave without signature). The courier service will attempt to deliver three times, and will offer alternative delivery or pick-up methods if you’re unavailable. Your shipping confirmation email lists your tracking number and links to information on contacting the courier service for more details.

To ensure a reliable and traceable delivery, Koodo Mobile uses Canada Post. However, neither Koodo Mobile nor the courier service are responsible for any missing or incorrect information entered on your initial order. Packages with insufficient delivery information will be returned to Koodo Mobile.

Want to talk to us?

For questions about your order email us at – you’ll get a response quickly. Please include your sales order number in your email message.

If you want to call us about an order you’ve placed, contact us at 1-844 566-3697 Tuesday through Friday, 3pm to 9pm EST.


If you aren't happy with your new mobile phone, you can return or exchange it within 15 days of the purchase date. Accessories are not eligible for returns or refunds unless they’re defective. Phones purchased using the Tab may be exchanged, but if you decide to leave, your Tab will be reversed and you’ll be liable for any other charges.

Product returns for online purchases from the Koodo Mobile Webstore are not accepted at Koodo Shops or Retail partners. Purchases from Koodo Shops and Retail partners have their own return policy, and items purchased from them must be returned to them.

You must return your purchase in its original condition with all original packaging and parts, along with a copy of your email receipt. Once we have accepted your return, we will refund the appropriate amount to the credit card you used at the time of purchase. To return or exchange a mobile phone, contact us at our number listed below to receive a pre-paid return or exchange mailer.

Returns Contact Information

Call us at 1-844 566-3697
Email us at
Tuesday to Friday from 3pm to 9pm EST

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