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Frequently Asked Questions

SALES POLICY

Do You Offer Refunds?

We want you to love your purchase; therefore, Direct Cell gladly offers a full money back guarantee within 30 days for most of our merchandise. If for any reason, you choose not to keep the product, contact info@directcell.ca to obtain a RMA number and ship the product back to us. Please note that the full money back guarantee excludes products such as SIM cards, SD cards, USB sticks, IPTV boxes, Android boxes, video games, software packages, batteries, etc which can not be resold. In addition, you will be responsible for all shipping fees related to shipping the item back to us. RMA form

Does My Phone Come With A Warranty?

All products come with either a Direct Cell Warranty or a Manufacturer’s Warranty. The Direct Cell Warranty covers all products that are not covered under a Manufacturer’s warranty such as refurbished devices, parts, and generic/no name brand products. The Direct Cell Warranty is valid for a period of 30 days. All parts and devices are tested prior to shipping to ensure functionality. For the Manufacturer’s Warranty, please consult the manufacturer’s website or contact the manufacturer. Warranty does not cover any physical, water, or user-induced damage. To be eligible for a warranty replacement, all packaging, manuals, accessories, boxes and receipts must be present. Customer will be liable for return shipping and must contact info@directcell.ca to obtain a RMA number prior to shipping the product back to us. RMA form

How Long Will My Warranty Exchange Take?

Once Direct Cell receives the defective merchandise, we will process the exchange within 2 business days. Once the exchange is processed, shipping times will depend on the type of shipping service selected. Please see the shipping category for a breakdown of the type of shipping services we offer.

Will The Data On My Phone Be Preserved?

No, during the warranty exchange all data on your phone will be erased. It’s important to backup your data beforehand. Direct Cell is not responsible for the loss of information during the warranty exchange and does not offer any data transfer service. For privacy and confidentiality, we encourage all of our customers to wipe all of their data (remove icloud or google account) prior to shipping their device back to us.

SHIPPING

Which Shipping Provider Do You Use?

Direct Cell uses Canada Post as its primary shipping provider. We offer Free shipping on order over $50 or more.

How Long Does Shipping Take?

The length of time required to receive your package depends on the shipping address and its relation to our address, and on the type of shipping service selected. Canada Post offers Regular, Expedited and Xpresspost services. All orders are shipped from our Canadian warehouse located in Hamilton, Ontario; therefore you do not need to worry about duties, bond fees, customs brokerage fees, and customs delays.

Can I Ship My Order To Someone Else?

Yes, orders can be shipped to a different address other than the billing address. After you enter your billing address during checkout, you will have the option to enter a new shipping address.

How Long Will It Take For My Order To Be Fulfilled?

We do our best to always process your order within 24 hours from the time the order is placed. Please note that our shipping department operates from 10AM EST to 3PM EST Monday through Friday, therefore, orders are not fulfilled during the weekend or on any statutory holidays.

How Do I know when my order ships?

When your order ships, you’ll receive an e-mail confirmation with the tracking number.

How Do I Track My Order?

You can track your order in two different ways. The first way is by using our website. You can track your order by using our track your order option or by logging into your my Account. You can also track your order by visiting https://www.canadapost.ca/web/en/home.page and entering your tracking number on the left side followed by clicking on the magnifying glass to view the tracking details.

ORDERING & PAYMENT

What Payment Methods Do You Accept?

Direct Cell offers many different methods of processing your payment. You can process your payment by using Visa, Master Card, PayPal, Visa Debit, and Visa Checkout.

When Will I Be Charged For My Order?

Your method of payment will be processed once you finalize your order.

Can I Cancel Or Change My Online Order?

An online order can be cancelled as long as the order has not yet shipped. Unfortunately, once an order is shipped, you will not be able to cancel or change the online order. For any issues or concerns, please e-mail info@directcell.ca and we will try to assist you as best as we can.

An Item I Want is Out Of Stock. What Can I Do?

We receive new stock on a weekly basis. If an item that you want is out of stock, please e-mail or call us info@directcell.ca – 905-815-8555 so that we can try to assist you in locating the item sooner.

PRODUCTS

Does “Unlocked” Mean I Can Use The Phone With Any Canadian Service Provider?

Please note that although many our phones are unlocked, not all are compatible with all carriers. Freedom Mobile compatible phones are stated as such under its product description. If you are unsure about service compatibility, please e-mail info@directcell.ca so that we can verify and confirm service compatibility for you.

What Does It Mean When A Phone is Refurbished?

Refurbished devices have been previously returned to a manufacturer or vendor for various reasons.Refurbished products are normally tested for functionality and defects before they are re- sold. They are at times repaired from the manufacturer and then re-sold. All of Direct Cell’s refurbished devices are A-Grade, meaning that they are virtually free of any scratches, dents, or defects and come with a 30 days warranty.