Unfortunately this browser can't provide the best viewing experience. Upgrade your browser

Skip to content Skip to navigation

faq

Due to current COVID-19 conditions, Large TV’s and appliances will NOT be able to be placed in the “room of choice” which is a service provided under normal circumstances. We will be implementing threshold delivery only.

Online Schedule Home Deliveries:

  • Please note that many delivery agents are not entering homes at this time.
  • Packaged Large items will be delivered to your door or to your front porch or garage if safe to do so provided that you are at home to accept the delivery.
  • However, if you live in an apartment or condominium: Large Deliveries will be made to the front door of your building, not your suite. You will be required to be present to accept the delivery.
  • If you purchased any additional delivery services, including appliance removal and recycling, please note that these services are suspended for the time being. You will receive an automatic refund for them once your delivery is completed.
  • If you have any questions or concerns, please call 1-855-254-4747

For Service Returns or Replacements:

  • For Service returns or exchanges of large items, you must either have the item available outside your front door at the time of delivery, unless you have made prior arrangements with Samsung Electronics Canada customer service. You can contact Samsung Electronics customer service at 1-800-SAMSUNG.

 

  • Delivery agents that are reporting or exhibiting flu-like symptoms, or have travelled outside of Canada in the last 14 days, will not be allowed to conduct deliveries.
  • Please use your own pen to sign any delivery paperwork. If the delivery agent is using a handheld device, please avoid touching it; the agent should manually type your name and device may be signed by the back of your own pen. Pictures of the delivery may also be taken by the delivery agent.
  • Customers and Delivery agents should practice the recommended social distancing and abide by all public health directions at all times.
  • We will continue to add delivery updates to this page as the situation changes. If you have additional questions about deliveries, please call us at 1-855-254-4747.
  • A Samsung Account is an optional membership that gives you access to:
    • Multiple Samsung entertainment services on your mobile phone, tablet, TV and computer.
    • These include Apps, Chat, Games, Books, Music, Movies, TV and more.*

  • View the list of services and sign-up for your Samsung Account here

    *Internet connection required. Data, subscription or other charges may apply. Content may change without notice. Usage may be subject to third party agreements.
    • If you have Samsung Account, you can enjoy:
      • Exclusive offers and perks
      • Easy order tracking
      • Product registration
      • Review Order history
      • Apps like, Samsung Pay, Samsung Members, Samsung Health and Galaxy Apps;
      • Link your Air Miles™ Collector number to get Miles for using Samsung Pay
      • World-class customer support
    • Yes, you can manage your account and other personal information including your registered addresses:
      • login to your account;
      • select 'MY SAMSUNG';
      • select 'Shopping Support'; and
      • select 'Preference' or 'Address Book'.

    • For assistance if required please chat with us by clicking here, select Chat with us under Online and select Online Shopping as the Type of Service.

    • For security reasons we will only be able to help you with updating or changing addresses.
  • You understand and agree that any promotional offers, as listed on the Website and in advertising, are limited time offers while supplies last.

  • Such promotional offers may change at any time, and are subject to such additional terms and conditions as Samsung may specify from time to time.

  • Samsung reserves the right to correct, amend or cancel any promotional offers at any time and without notice

  • All promotional offers will end at 11:59pm ET of the stated end date unless otherwise specified in the terms and conditions.
  • Please click here and also the Benefit Section in the Samsung Members app on your Samsung Galaxy Device (Smartphone and Tablet).
  • We add products to our online stores frequently, and offer new sales and promotions, as well, so check back often for new products and great offers.
  • In addition to Samsung.com, our Samsung Experience Stores (SES) our products are also carried in many of our Samsung retail partners, online and in stores and service carriers.
  • Shopping at Samsung.com/ca is easy and secure. Placing an online order requires just a few steps:
      • On the main or landing page at the top right corner place your cursor on SHOP, a drop down menu will appear, select a category and browse.

      • Select an item you would like to purchase, CLICK on the image to VIEW FULL DETAILS or CLICK the ADD TO Cart button from either the QUICK VIEW or product page.

      How to add Samsung Care +?

      • Where applicable you may add Samsung Care+ to your device purchase; select 0% financing option or select the Trade In offer for your old device

      • You can then choose to CONTINUE SHOPPING or go directly to CHECKOUT.

      • Once you are finished shopping, CLICK on shopping cart Icon at the top right corner of page, at the Your cart page CLICK on the CHECKOUT button and follow the process.

        • Where applicable you may add Samsung Care+ to your device purchase; select 0% financing option (see Section 4 below) or select the Trade In offer for your old device
        • At this stage, if you have a promo code you may enter it here
        • You may also add your Air Miles™ Collector Number here to get Air Miles for eligible purchases (full details here.)

      • Once your order is completed, you will receive an Order Acknowledgement email.

      • Once your order is processed, you will receive an Order Confirmation email. Please carefully review your details including products ordered and quantity, specific shipping information.
  • For any technical difficulties, you are experiencing, please chat with us at https://www.samsung.com/ca/support/ 8AM- MIDNIGHT ET 7 days a week, select Chat with us under Online and select Online Shopping as the Type of Service.
  • If you have a Samsung.com account, you can sign in to check your Order Status.
    • Samsung Online currently accepts Visa, MasterCard, PayPal (which includes AMEX) and PayBright financing options.
      • When paying via PayBright, you will automatically be re-directed to the PayBright website to complete your payment.
  • Payment is secured during the checkout process when you pay for your order.

  • The order number that appears on the confirmation screen indicates payment is being processed.

  • Once payment has been successfully verified you will receive a confirmation email.
    • A transaction may be rejected at the Payment Gateway level for reasons such as Incorrect Payment Details Submitted. Mainly such failures may occur as per responses received from your bank.

    • You will receive a cancellation email. Please ensure that your credit card information matches exactly what you entered during the checkout process.

    • For credit card verification, you must enter your billing information including name and address exactly as it appears on your credit card statement.
      • However, the shipping address you wish to receive your order, may be different from your billing address.
    • In the event your authorization for a failed transaction still appears on your account, please wait for 24 hours for an authorization reversal or contact your bank.

    • Please note you may use a Canadian P.O. Box for your billing information; however, we do not allow P.O. Box as a delivery address.
    Scheduled Carrier Delivery
  • For large TVs (55" and above), Samsung delivers your product via a third party logistics company.

  • Parcel Delivery
  • For mobile products, tablets, watches, audio, small TVs (54” and smaller), TV Accessories and sound devices, Samsung offers free parcel delivery.

  • The method of delivery will be noted at the time of checkout.

  • Scheduled Carrier Delivery
  • The cost of scheduled carrier delivery is $69 or $99 per order, depending on the destination postal code.

  • Parcel Delivery
  • The parcel delivery is free.

  • Scheduled Carrier Delivery
  • Estimated delivery times vary based on your requested delivery date.

  • Once your product leaves our warehouse you will receive a shipping email stating “Your goods are on the Way” to our destination scheduled carrier.

  • The scheduled carrier will call the night before your requested delivery date to confirm the date and time.

  • If a delivery date has been confirmed and you are no longer available at that time, please reach out prior to the confirmed date to renegotiate a new delivery timeframe.

  • If you are not at home during the confirmed delivery timeframe, additional delivery fees may be incurred. Please refer to our full Terms and Conditions.

  • Parcel Delivery
  • Once your product leaves our warehouse you will receive a shipping email stating your Order has Shipped which includes your tracking information.

  • Scheduled Carrier Delivery

  • Scheduled carrier delivery orders can be cancelled 72 hours prior to your selected delivery date for full refund, by contacting our Online Shopping Team. Chat with us at https://www.samsung.com/ca/support/ 8AM- MIDNIGHT ET 7 days a week, select Chat with us under Online and select Online Shopping as the Type of Service.


  • Parcel Delivery

  • Parcel delivery orders cannot be cancelled, if sent to our warehouse and prepared for shipping.

  • However, you can refuse the shipment, or a free return label can be provided upon request, once received, inspected and approved in our facilities a refund will be processed accordingly. You can request to cancel your order by contacting our Online Shopping Team. Chat with us at https://www.samsung.com/ca/support/ 8AM- MIDNIGHT ET 7 days a week, select Chat with us under Online and select Online Shopping as the Type of Service.
  • The refund can take up to 3-5 business days from request for order cancellation. However, the refund period may vary depending on the payment method and subject to processing duration of the payment agency.
  • We accept product returns within 15 days of delivery under below conditions:

  • The product or any Promotional Product (as defined herein) is accompanied by all original packaging, manuals, accessories, free items and other components or parts that accompanied such product or Promotional Product, as the case may be, when it was delivered; and

  • The product or any Promotional Product, and any packaging, manuals, accessories, free items and other components or parts accompanying that Product or Promotional Product, as the case may be, must be in their original, undamaged condition.

  • Promotional Products: If a purchased product was accompanied by a gift-with-purchase (GWP), bonus or free item, product-with-purchase (PWP) or promotional bundled product (in each case, a “Promotional Product”) and the original purchased product was returned or exchanged, customer shall also return the Promotional Product and, in the case of promotional bundled products, the customer’s payment card shall be adjusted accordingly as required

  • If the Promotional Product is not returned, then Samsung has the right to deduct the value of that Promotional Product or the amount of savings provided for the Promotional Product, as the case may be, from the purchase price paid by the customer for the original product.
  • Samsung is committed to quality products. For information on warranty period and warranty services, visit our Warranty section

  • The manufacturer’s warranty provided with Samsung products varies depending on the product. Information regarding the Samsung warranty can be found in the box for the Samsung product.

  • You must retain your proof of purchase/delivery invoice for future reference and in order to make a claim under the manufacturer’s warranty.

  • For the peace of your mind, Samsung offers extended warranty plans that add additional year(s) of protection to the standard manufacturer’s warranty provided by Samsung. To purchase or find out more about the extended warranty program, visit Extended Warranty and Samsung Care+ sections