Pre-ordering mobile devices
I ordered my mobile device in a Bell store. Can I pick it up at different location than where I originally ordered?
You must pick up your mobile device at the same Bell store where you ordered it, unless you selected the option to ship to your home.
I ordered my mobile device online or by phone. When will it be shipped?
Online and telephone orders are delivered directly to the shipping address you provided. Shipping will take place on launch day, unless you were informed of a different date. Please allow 3 to 5 business days for standard delivery.
I ordered my mobile device online or by phone. Can I pick it up in-store to avoid waiting the 3-5 days for shipping?
Devices pre-ordered online or over the phone are delivered directly to the shipping address you provided. They cannot be picked up in-store.
How do I track the shipping status of my device?
Once your order has shipped, you will receive an email with a Canada Post website or Purolator website tracking number, which you can use for online tracking on the Canada Post website or Purolator website.
What happens if the phone is delivered and I’m not there to receive it?
Canada Post:
If you’re not home, Canada Post will leave a delivery notice. Canada Post will then hold your package for a maximum of 15 days at the pick-up location identified on the notice. You must pick up your package yourself, with photo ID to confirm your identity.
Purolator:
If you’re not home, Purolator will leave a delivery notice that includes a pick-up location and a phone number to call for scheduling a second delivery attempt. Purolator holds packages for 5 days only.
What is the warranty on the mobile device I ordered?
A standard manufacturer’s warranty applies. For Apple devices, a standard one-year hardware warranty applies with complimentary 90-day troubleshooting at Apple stores. For more details visit www.bell.ca/applesupport.
Can I switch the model or size of the mobile device I ordered (e.g. get a 16 GB black, instead of a 32 GB white model)?
If you ordered your device in-store you may be able to switch the model or size when you pick it up, if the one you want is available at the Bell store you visit. Unfortunately you cannot switch models if you ordered online or over the phone.
Can I trade in my current device and use its value towards the device I want to pre-order?
Yes, you can. However, since trade-ins can only be processed in-store, you must order your new device in-store as well. When you order your new device you’ll need to pay the 2-year or 30-day price. When you pick up your new device your trade-in will be processed and a refund will be issued for the trade-in value. If the trade-in value is more than what you have paid, you can use the remainder toward other items, such as accessories. Learn more about the Bell Trade-in program.
If I’m not satisfied with the device, can I return it and get a refund?
Yes, you can return it to the same store where you bought it. If you ordered the device online or by phone you can use the return form included with your shipment. Learn more about Bell's refund policy.
Does my device ship unlocked?
Yes, Apple devices purchased after January 2014 (e.g., iPhone 6 and newer) and Android devices purchased after November 2017 (e.g., Samsung Galaxy S9 and newer) are already unlocked when purchased from Bell.
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