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faq

Payment is taken during the checkout process when you pay for your order. The order number that appears on the confirmation screen indicates payment has been successfully processed.

We accept Visa®, MasterCard®, American Express®, and PayPal®. Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.
Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement. However, the shipping address you wish to ship to do not need to match your billing address.
For large TVs (55" and above), Samsung delivers your product via a third party logistics company offering you the “room of choice” scheduled delivery service. For mobile products, tablets, wearable, small TVs, TV Accessories and Audio products, Samsung offers free parcel delivery.
The cost of scheduled delivery is $69 or $99 per order, depending on the destination postal code. The parcel delivery is free.

Shipping will take approximately 1 to 7 business days depending on your shipping location.

Scheduled delivery orders can be cancelled 72 hours prior to your selected delivery date for full refund.

Parcel delivery orders cannot be cancelled, however a free return label can be provided upon request.

You can return your product within 15 days of delivery, by contacting our On-line Shopping Team. All merchandise returned to Samsung must be in the original packaging with all original items (such as manuals, remotes, cables, etc.). If your merchandise is not returned with all original items or if the items are damaged, Samsung may in its sole discretion either reject the return entirely or accept your return but reduce the amount of your refund credit by the value of the missing or damaged items. Shipping and handling fees from your original order will not be refunded, unless the merchandise is determined by Samsung, in its sole discretion, to be defective.

All successful order transactions will receive an order confirmation email once the order has been processed. If you have not received your order confirmation email within 24 hours, check your junk email or spam folder.

Alternatively, log in to your Samsung Account to check your order summary. If you do not have a Samsung account, you can contact our Customer Care Team on 1 800 SAMSUNG.

Ordering online from Samsung is easy, but if you are having some trouble the following steps may help.

Once you have browsed or searched the Online Store and have found an item that you would like to purchase:

  • Click 'Add to Basket'

Note: A red dot with the number of items added to your cart is displayed at the top right of the screen. You can click the basket icon at any time to check out when you have items in your cart.

  • To continue shopping, close the ‘Go to Checkout Now’ window and continue to add desired items to your cart.
  • When ready to purchase, click 'Go to Checkout Now' or click on the basket icon and select 'Go to Checkout'.
  • If you have a Samsung Account you can sign in with your account details, or you can checkout as a guest.

The following steps will take you through the Guest Checkout Process.

  • Click 'Checkout as Guest'
  • Check and edit the contents of your cart
  • If you have a Promotion Code, enter the code and click 'Apply'. Promotions Codes are case sensitive
  • Choose your desired delivery option
  • Select payment method
  • Review the terms and conditions for your purchase, tick the check box agree to the terms
  • Enter your email address
  • Enter your contact and shipping details, then click 'Validate Address'
  • Enter billing details
  • Click 'Place Order'
  • Enter credit card details and click 'Apply'
  • Review your order and click 'Payment' to finalise

Your order is complete when the order confirmation page is displayed confirmation your purchase details and order number.

If you are having issues with a promotion code, please contact us at 1 855 254 4747 for assistance.

Samsung account member: Just sign into your Samsung account here and select “My Orders”.

Guest account: Track your order here using the order number and the email address.

Yes, you can track the status of your shipment.

Go to 'My Account' (Located on top right of your screen) and select 'Order'.

If you have a Samsung Account, sign in with your account details otherwise:

  • Select Guest Sign In
  • Enter your order number (you'll find this in your order confirmation email)
  • Enter the email address used to place the order

The status of your order will be displayed. To track the status of your delivery, click on on 'Track your shipment'

Yes, Samsung will send you an email once your order has been shipped. This email will contain tracking information, as well as unlock information if you purchased a mobile device.

The Phones work with compatible SIM cards from any Canadian carrier. The Phones may be compatible with other wireless networks around the world. Contact your local service provider for more details.

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.

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'.

Our customer service agents can offer you assistance if required. For security reasons we will only be able to help you with updating or changing addresses. Please call 1 800 SAMSUNG

Yes, you can simply checkout as a guest.

Samsung is committed to quality products. For information on warranty period and warranty services, visit our Warranty section here.

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 section here.

 

Q. Why is there discrepancy of residual value of the old phone between retailers/carriers/SES/Samsung.ca?

A. Partners use different 3rd party vendors that evaluate trade-in devices based on different criteria.

 

Q. What type of trade-in device is required for promotion?

A. Order any make, any model, any manufacturer and any condition provided that: (i) it is verifiable in accordance with its serial number, and (ii) was purchased in Canada.

 

Q. When is the promotion period?

A. March 8 – April 1 2019.

 

Q. Could I bring multiple trade-in devices for additional discount?

A. Only one (1) traded-in old phone in connection with the purchase of one (1) Samsung Beyond device; i.e., two or more traded-in old phones cannot be combined towards a higher credit on the purchase of a Samsung Beyond, and can only be redeemed in one location.

 

Q. Does the offer extend to any other product purchases?

A. No, offer is only extended for purchase of a Samsung Beyond.

 

Q. Can I receive the traded-in device back if I return Beyond?

A. Once the traded-in old phone has been traded-in, it cannot be returned to the customer, even if the Samsung Beyond device has been returned by the customers for any reason including but not limited to buyer’s remorse. Samsung is not responsible for the traded-in old phone once it has been provided by the customer in connection with this offer.

 

Q. Why is the expected value of the trade-in device shown on the portal different from the actual amount on the cheque received?

A. The final trade-in value is based on the actual physical assessment of the trade-in device, which may result in difference from the initial estimation.

 

Q. What happens to my data in the traded-in device after this process?

A. Customer is responsible for removing/backing-up all data and all device locks from the traded-in old phone. Samsung and/or participating carriers, retailers, Samsung Experience Stores or Clover Wireless are not responsible for any loss or recovery of personal data whatsoever.

 

Q. How long does it take to receive my cheque?

A. Once the traded-in old phone is received and assessed, you will be mailed a cheque for the value of your traded-in old phone via regular Canada Postal Service within 60 days of completion of the verification process.

 

Q. Why didn’t I receive the promotional value ($200 or $100) in addition to the value of my old device in the cheque?

A. In order to be eligible for the promotion, the residual value of your old phone has to have a minimum value of $25.

 

Q. How do I track delivery of my trade-in device?

A. You will be provided a UPS Tracking # in the attached waybill sent by Clover.

 

Q. How do I receive the instant rebate in stores? Is it via gift card, cheque, discount of billing? 

A. It will be an instant discount during your purchase, if the participating store provides in-store trade-in.

 

Q. What shipping company is being used to send my phone?

A.UPS waybill will be attached in the automated email sent by Clover.

 

Q. Do I have to purchase the Beyond to receive the rebate for my old phone? Is proof of purchase required?

A. You will receive instant discount during purchase of Beyond if the partner provides in-store trade-in assessment. If not, you must complete the purchase of Beyond, receive the new device, go to