Store Policies

Device Purchases & Testing

Our devices go through rigorous testing before sale, and in-store purchases include a demonstration with the customer. We will help you review the model, storage, condition, included accessories and any disclosed limitations before you pay. Ask our team about compatibility with your intended use or carrier. The listing or sales record should identify the device’s condition, relevant repair history, included items and any known material limitations. Product photographs may illustrate a model or finish; the listing describes the specific option being sold. We will explain any material discrepancy before you pay.

Pre-owned devices may have cosmetic wear as described in the listing or at purchase. Every device purchased online or in store is backed by our included 14-day warranty for covered hardware and functional faults, starting at pickup or delivery. Any longer written coverage supplied with your purchase continues to apply.

Blacklist Protection

Devices purchased from The Phone Zone are covered against confirmed blacklist issues under our store coverage. Contact us promptly after discovering an issue so we can verify the device, purchase and blacklist status.

• A covered phone will be replaced with the same model, subject to availability.
• If the same model is unavailable, the coverage provides a payout based on the device’s current fair market value, using industry resale sources. The valuation basis will be explained to you.
• Bring the original device, proof of purchase and valid government-issued photo identification. Store coverage is for the original purchaser and is not transferable on resale.

A covered replacement or payout is a coverage remedy; it does not establish a general right to return a purchase for a refund. No additional discovery deadline is imposed on blacklist coverage by this page.

Device & Accessory Warranty

Included Two-Week Device Warranty

All devices purchased online or in store include 14 calendar days of coverage for hardware defects and functional faults under normal use, at no extra charge. Coverage starts when you collect or receive the device, including website orders paid for at store pickup.

For a covered fault, we will repair the device or replace it with an equivalent device at no charge. Contact us within 14 calendar days after pickup or delivery; a timely claim stays open while we assess and resolve it. Messages submitted outside opening hours count when received, not when staff read them. Read our full warranty terms for details, exclusions and support steps.

30-Day Accessory Warranty

All accessories purchased from The Phone Zone, online or in store, include 30 calendar days of coverage for defects and functional faults under normal use, with proof of purchase. Coverage begins at pickup or delivery. Report the fault within that 30-day period and make the accessory available for assessment. For a covered fault, we will repair or replace it at no charge; if neither is available, we will arrange an appropriate remedy, including any remedy required by law. A timely claim remains open while it is assessed and resolved.

Normal wear and damage caused by impact, drops, liquid, misuse or unauthorized modifications are excluded where they caused the fault. These exclusions do not remove unrelated coverage or applicable legal rights. Read the Accessory Warranty.

Optional Three-Month Device Warranty

An optional three-month extended warranty for hardware or functional issues may be offered for eligible devices at management’s discretion. To purchase an extended warranty, contact our store directly within seven (7) calendar days of your device purchase. Availability and pricing are subject to management approval, and prices vary by model. Your receipt or written warranty terms confirm the coverage purchased, its price and its start and end dates. Contact the Store.

Devices Previously Repaired by Our Store

A phone previously repaired by The Phone Zone includes one month of coverage on the parts we replaced, starting from the device purchase date. The repaired part is tested with the customer at purchase. For purchases online or in store, the included two-week device warranty also applies; the longer replaced-part coverage continues for its full period.

Looking After Your Device

Store warranty coverage excludes faults caused by physical, liquid or accidental damage, misuse, normal wear, third-party software, forgotten passwords, jailbreaking, tampering or unauthorized modifications. These exclusions apply to the cause of the claimed fault and do not remove unrelated coverage or a remedy required by law.

We assess claims and explain the applicable repair, replacement or other remedy. Any longer or additional written warranty promises supplied with the purchase will be honoured. All accessories have the 30-day coverage above. Separate repair services follow the coverage stated on their receipt or service agreement.

Repairs, Authorization & Device Data

For listed repairs, select your model, service and either Store Drop-Off or Mail-In to view the total before tax. For any device or repair not listed, use our Contact Us form to request availability and pricing. For store drop-off repairs, our team must inspect and test the device in store before completing the repair intake. We will confirm its condition, the required work and the final price with you before any chargeable work begins. An online repair submission requests the selected service and an assessment. It does not authorize chargeable work or guarantee that a device can be repaired. Repair requests require acceptance of our Device Repair Consent & Liability Waiver, which explains data and device-care responsibilities, testing limitations and the limited liability terms. We save the accepted wording, your name and the acceptance time with your request. Acceptance does not authorize chargeable work, opening the device or repairs; the repair intake or work order separately records the agreed work, charges and any repair-specific warranty. The one-month replaced-part coverage above applies to phones sold after an in-house repair; it is not a blanket warranty for every repair service.

• Listed prices are before applicable taxes. Mail-in repair service costs an additional $40, including shipping to us and return shipping within Canada. We will explain any diagnostic fees and confirm the selected work before seeking authorization. Additional chargeable work requires your approval.
• Tell us about previous repairs, liquid exposure, damage, account locks and intermittent faults. Devices that cannot be fully tested may have additional issues identified during assessment.
• Back up your data before handing over a device. Repair, diagnosis or replacement can involve data loss. Data recovery or backup is not included unless expressly agreed.
• Do not submit passwords, payment details or sensitive device content through website forms. If access is needed for testing, we will arrange the necessary access with you separately.
• Opening or repairing a device may affect its seals. Factory water resistance is not promised after a repair unless expressly confirmed in writing.

We will confirm the type of replacement part and any material effect on device features before authorization. Completion dates are estimates unless we expressly agree otherwise. Any storage charges or arrangements for an uncollected device must be disclosed and agreed in advance; a device is not automatically forfeited under this website policy. We will give appropriate notice and follow applicable law. The agreed repair documentation supplements these policies. It does not remove consumer rights or responsibilities that cannot lawfully be excluded.

Mail-In Repairs & Included Return Shipping

Select your model and repair, choose Mail-In, and provide a description of the issue, the battery condition and your return address in Canada. Mail-in repair service costs an additional $40, including shipping to The Phone Zone and return shipping. The total before tax is shown before submission. We confirm the selected work, applicable taxes, repair-specific warranty and estimated timing. Any diagnostic fee must be explained and agreed before you ship, including any fee that applies if you decline the repair or it cannot proceed.

Once we confirm your request details and shipping eligibility, The Phone Zone emails your shipping label and packing instructions. Wait for the label before sending your device. We confirm receipt, document its condition and inspect the fault. If the diagnosis changes the work or price, we explain the change and obtain your approval before carrying out chargeable work. If a repair is declined or cannot proceed, we arrange its return using the shipping already included in the $40 mail-in fee. Any diagnostic fee previously agreed may still apply.

After the approved repair, we test the repaired function and other functions that can be checked, explain any remaining limitations and send the final invoice. Payment is due after repair and testing, before return dispatch. Once payment is received, we return the device to your confirmed address and email the tracking number, invoice and repair warranty terms. Return shipping is included in the $40 mail-in fee. Turnaround and delivery estimates depend on diagnosis, parts availability and carrier service.

Back up your data where possible and follow our packing instructions. Tell us about swelling, overheating, leakage or other battery concerns before requesting a label; do not send damaged, defective or recalled batteries through ordinary mail. We will confirm any suitable next steps. If a package arrives damaged, keep the packaging and contact us promptly so we can help with the carrier investigation.

Making a Claim

Proof of purchase is required for every warranty claim, including devices, accessories and any additional warranty coverage. A receipt, paid invoice or another verifiable purchase record must identify the item and purchase date. If your receipt is missing, contact us so we can try to verify the purchase from our records. An unpaid reservation alone does not establish a completed purchase.

1. Contact the store. Provide your receipt or verifiable proof of purchase, the device or product details and a clear description of the issue.
2. Report within the applicable coverage period. Report warranty issues before that coverage expires. Report blacklist issues promptly after discovery.
3. Make the item available for assessment. We may verify the serial number or IMEI, condition and relevant purchase records before approving store coverage. Do not arrange third-party work on the claimed fault before we can assess it.
4. Follow the return instructions. We will confirm how to bring or send the item to us and explain any shipping arrangements before you dispatch it.

We aim to assess claims within 5–7 business days after receiving the item and supporting information. This is an estimate; verification, parts availability or other factors may affect timing. We will explain any material delay.

A warranty issue reported within its coverage period remains eligible for assessment after that period ends. Keep your proof of purchase so we can confirm the purchase and help you promptly.

Pickup, Canada-Wide Shipping & Taxes

We ship phones, tablets, laptops and other products purchased from us across Canada. Choose Calgary store pickup or request a shipping quote through your shopping bag. Website submissions reserve listed stock while our team confirms the order. Pickup purchases are paid in store; shipping costs, delivery estimates, payment arrangements and the final invoice are agreed before a shipped purchase is completed. No payment is taken through the website form. An unpaid reservation or quote request is not a completed sale. We will confirm availability, the agreed total and any pickup deadline. We will not substitute an item or charge a different price without your agreement. If an unpaid reservation cannot be fulfilled, we will notify you and release it. Wait for our team to confirm that the order is ready before travelling to the store.

Prices are in Canadian dollars before applicable taxes. Calgary pickup totals include 5% GST. For shipping, the displayed GST/HST estimate follows the delivery province or territory. Shipping charges and any separately applicable provincial sales tax (PST, RST or QST) are not included in that estimate and will be confirmed in the final quote before payment.

If you need to cancel an unpaid reservation or shipping request, contact us promptly so we can release the stock. Cancelling an unpaid reservation is different from returning a completed purchase. Review the product and final total before paying.

For devices you are selling to us by shipping, The Phone Zone provides a shipping label and sends it to you by email with instructions after reviewing your request. Wait for that email before sending any devices. For mail-in repairs within Canada, a $40 fee is added to the repair price before applicable taxes and includes shipping both ways. We email the shipping label after confirming the request details and shipping eligibility. Wait for our label and instructions before sending the device. Shipping charges, service arrangements and responsibility for transit claims will be explained and agreed before dispatch, subject to applicable law. A blanket transfer of all shipping risk to the customer does not apply. For a covered fault, contact us about the return method and any necessary shipping arrangements before paying to send it back. Package the device securely, use tracking and follow the carrier’s requirements for devices containing batteries. Do not send a damaged or swollen battery without specific carrier-approved instructions.

Any cancellation, refund or other rights that apply to an internet sales contract remain available where required by law.

Selling, Trade-Ins & Buybacks

We buy phones, tablets, laptops and other devices by store drop-off or arranged shipping. Submitting the online form requests an assessment for a device sale; it does not guarantee acceptance or a purchase price. For a shipped device, we must first receive it, fully test it and compare its model, storage capacity, condition and other details with your description. We will communicate the results and discuss any discrepancies with you before confirming a final offer. Payment is sent by e-transfer only after testing is complete and you accept the final offer. Sending a device does not commit you to accepting an offer. No payment or credit is issued before receipt and assessment. Final offers depend on inspection, device condition, ownership, account-lock status and current market pricing. You must own the device or have authority to sell it. Provide its storage capacity, confirm its condition and disclose all known damage, liquid exposure, faults, previous repairs, financing, loss or theft reports, account or activation locks, and carrier restrictions. If your device is locked to a carrier, identify the carrier. If an assessment differs from your description, we will explain any revised offer for your approval. You may decline an offer; any return shipping charges or other agreed assessment costs will be disclosed before you send the device.

Trade-ins are available in person at our Calgary store only. Bring your device for inspection and an agreed trade-in value before credit can be applied to another purchase. Shipping a device to us is a sale assessment, not a remote trade-in.

Our buyback program offers preferred consideration for devices originally purchased from The Phone Zone. The original purchaser must visit the store with proof of purchase. The amount depends on condition and market value; no fixed buyback amount is guaranteed. For an in-store transaction, credit toward another device may be agreed instead of a payout.

Before completing a sale or trade-in, back up your data, remove iCloud / Find My, Google, Samsung and other personal accounts, activation locks and any business or school management locks as instructed, and confirm the written offer. Any identification or ownership-verification requirement will be explained before the transaction is completed. A buyback is a new transaction and is not a refund of the original purchase.

Responsibility & Your Legal Rights

To the extent permitted by applicable law, The Phone Zone is not responsible for indirect or consequential losses arising from a device fault or service interruption, such as lost profits or business interruption. This does not exclude liability for fraud, remove an express coverage commitment or limit any liability or remedy that cannot lawfully be excluded.

Nothing in these policies waives or limits rights, benefits or protections that cannot be waived under the Alberta Consumer Protection Act or other applicable law. This includes applicable rights relating to defective or misrepresented products and statutory cancellation or refund rights. Management approval is not required to exercise a right provided by law.

These policies are governed by the laws of Alberta and applicable Canadian law, without excluding any mandatory consumer protections that apply to your transaction. If a provision cannot be enforced, the remaining provisions apply to the extent permitted by law.