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StudentPhones FAQ |
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Shipping |
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Credit Evaluation |
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About Us |
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Before You Order |
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Return and Exchange Policy |
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General Questions |
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After Your Purchase |
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How long does it take to receive the phone? |
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Once an order has been placed online, we will send the relevant information to Fido or Rogers Wireless for a credit evaluation within 24 hours. This excludes weekend and statutory holidays. If the credit evaluation is successful, the phone will be shipped out usually on the same day. In total, processing time is about 24 to 48 hours from the time we received the order. Due to fluctuation in consumer demands, some phones may have to be sourced from different warehouses. This can increase processing time. Once it leaves our warehouse, it will take 2 to 5 business days for the courier to reach your residence.
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What shipping methods are available? |
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At StudentPhones we use Purolator (http://www.purolator.com) or UPS (http://www.ups.ca) for deliveries. At this time, all shipping within Canada is free using ground service.
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What is the cost of shipping? |
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Shipping is free within Canada for all mobile phone orders. If accessories are ordered with the mobile phone, the shipping is free as well. Accessories orders by themselves will be subjected to a shipping fee.
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What is your delivery policy? |
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At this time, we can only ship to a Canadian address. As per postal regulations, we cannot ship to PO boxes. If you require special delivery instructions, please call our customer care team or write in the special delivery instructions box when you placed the order. We will do our best to accommodate them. Special delivery instructions include apartment/condo entry codes and leaving package with a concierge
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What if I am not at home when the courier arrives? |
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The driver will leave a delivery notification sticker on the front door. The notification sticker contains instructions on where to pickup the package or reschedules another delivery. The driver has discretion on whether to leave the sticker or not. If the driver believes an area is not secure, he may not leave one.
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Can the courier company call me when they arrive? |
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Courier drivers are only required to call customers who reside apartments/condos through the intercom systems if an entry code is provided as special delivery instructions.
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How can I obtain the tracking number for my order? |
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Tracking numbers can be obtained two ways. You can log into your account and click on the order number. The tracking number will be posted there once the phone is activated. Alternatively, you can also call StudentPhones. Please be aware that tracking numbers may take up to 24 hours before to show shipment information.
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What is a credit evaluation? |
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Everyone signing for a monthly plan whether on contract or not will be subject to a credit evaluation from the carrier. Fido and/or Rogers Wireless will request your credit information from Transunion and Equifax. This includes employment history, bank account history, bill payment history and more. Based on this information, they will make an assessment whether you need to pay a security deposit or not.
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What information do I need to provide for the credit evaluation? |
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It is up to you, but Fido and Rogers Wireless require 2 of the following: SIN, credit card, bank account, drivers license or passport. One of them must be a picture ID. For the picture ID, you can also use a provincial age of majority card. For legal reasons, no carriers can permit the use of a health card for credit evaluation.
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How will I know the result of the credit evaluation? |
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It can take up to 24 hours after placing your order before we process it. You can always call our customer care team to inquire about the status of your order. If you are in a hurry, you can always place an order by phone. At that point the customer care member can run the credit evaluation. This will take several minutes. In addition, every time we encounter a problem activating your phone, we will always try to contact you.
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Why have I been assessed a deposit? |
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At StudentPhones we only know the results of the credit evaluation. We do not know what is leading to the result of a deposit. Even Fido or Rogers Wireless does not know that. Transunion and Equifax provide a rating to the carriers based on certain formulae. If you believe that there may be errors on your credit report, you may wish to order a copy and peruse it. If there are any errors, you can write to them to have it investigated.
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What tips do you have to avoid security deposit? |
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When providing information to us, it is very important that you provide the address and personal information that is associated with your Social Insurance card or your credit card. This goes a long way to improve the outcome of the credit evaluation. One example is that if your name on the SIN card is Christopher; please do not enter the order as Chris.
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How do I pay the deposit? |
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If you are in store, you can pay the security deposit by cash or debit or credit card. All online orders must be paid for by credit card. The carriers charged the deposit as a purchase on the credit card and not as a cash advance. This means, you will have no be subject to fees and will receive reward points (depends on credit card).
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What can I do to improve my credit rating now that I have paid the deposit? |
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The most important criteria are to pay bills on time. Never take on more loans than you can afford and maintain stable employment. For more information, you may wish to speak to a financial specialist.
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What is the range of security deposit? |
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For Rogers and Fido, security deposit range from $50 to $1000 depending on the credit rating of the customer.
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How do I get the security deposit money back? |
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As for Fido and Rogers, the security deposit is held until 12 consecutive on time payment has been made. Once this is done, a customer can call customer service to request the deposit be released. Usually, it is release by applying the dollar amount to the Fido bill. If you are on a No Agreement and cancels before 12 months, upon the payment of the last Fido bill, the deposit will be released back to you. Usually, it comes by check.
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Do prepaid orders require a credit evaluation? |
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Prepaid orders do not require a credit evaluation. For some, this may be the most appealing feature of prepaid products.
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Who is StudentPhones? |
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StudentPhones is a mobile phone and accessories company.
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What does StudentPhones do? |
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We negotiate mobile phone discounts with the major carriers to provide students with the best possible mobile phone rates, discounts and freebies.
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Where can you find StudentPhones? |
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You have already found us online, but you may also phone our call centre 1-800-645-2026, visit your closest Travel CUTS or Voyage Campus store, stop by one of our many on-campus locations (see our locations webpage).
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What carriers are you currently offering? |
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We have negotiated great student rates from Fido, Rogers Wireless and Virgin. Our goal is to provide students with mobile phone discounts from all the carriers.
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What kind of terms are available? |
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We offer both Prepaid and Monthly terms. Monthly term ranges from 150 days to 36 months.
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How long is the FIDO Agreement? |
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A Fido Agreement is 24 or 36 months long. A no agreement term is 90 days.
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How long is the Rogers term? |
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A Rogers’s term contract is ranges from 12, 24 and 36 months long.
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What plans are available? |
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We are always updating our plans to provide better student discounts, please refer to the homepage for the latest great offers.
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Can I change my plan to a cheaper one for no fee, even if I have a Fido agreement? |
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Yes, after 90 days from your activation.
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Can I get the referral credit with Fido if I purchase the phone through StudentPhones? |
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Yes, please see the question below for more details.
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Does the Fido-StudentPhones referral creit have to be done at time of activation or can it be done after the activation? |
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A Referral Code must be given at time of Activation when referring a friend. Customers can refer a friend on the Fido referral program after they have been with Fido for 15 days. You may also wish to ensure that the name and Fido telephone number of the person referring you are known to us. This will ensure faster and smoother processing.
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How do I get the Fido Referral Code? |
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You can get it by calling Fido customer service at 1-888-481-3436. It is also available by logging to the Fido website.
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Do I need the International Student Identity Card (ISIC) to sign up for StudentPhones? |
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No, however students will not be entitled to certain discounts without an ISIC.
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Do I have to be a student to purchase a phone through StudentPhones? |
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Some of our promotions are available to everyone.
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I am a Fido or Rogers Wireless subscriber right now. My contract is coming to an end soon and I want to upgrade. What can you do for me? |
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Most of the StudentPhones promotions are geared towards new activations. For Fido users, we are able to offer hardware upgrades. For more details, please call us at 1866-287-1835. At this time, Rogers users cannot be upgraded through StudentPhones. Please talk to Rogers customer service for more details.
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Can you send me a phone so that I can activate myself? |
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Due to Fido’s policy, every phone that leaves a warehouse must be activated before hand, in order to receive the discounted price. The only exception is when a customer wishes to pay the full retail price of the phone. This way, after the activation, Fido can credit the customer back on the first bill.
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Can I choose or pick my own phone number? |
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If you would like to make a request for the phone number you want (such as area code preference and numeric sequence), please call in to place the order. This way the customer care member can take down your request. Alternative you can also write in a note in the special comments section online while placing an order. We strive to match your request, but we cannot guarantee the results. Phone numbers availability is subject to change every second. If you insist on picking your phone number, you can always visit one of our retail locations. At those locations, the rep can walk you through the entire activation process with you, so you will be able to choose a number that you want.
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Why should I insist on using a credit card for ordering? |
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A credit card provides the fastest processing time since it gives StudentPhones more flexibility in how we process the order. For many customers, a credit card also offer reward points. In addition, some credit card companies offer purchase insurance which will extend the warranty that comes with the mobile phone. Please check with your credit card provider for details.
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Why don't I see the Vision or Fido 3G discount on the phone? |
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The data plan attach credits are not applied at the time of activation. Fido and Rogers insist that the customer pay the 3G phone price before the data discount at the time of activation. After 60 days, Fido and Rogers will credit your account with the discount. This will be used for bill payment. Please note that if you take the discount, there is a penalty if you remove the data option during the duration of your contract.
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Return and Exchange Policy |
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How long do I have to return my phone? Do I have to return the FREE Gift and any accessories I received with my phone? |
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With Fido, the Satisfaction Guarantee period is 15 days from the activation date. A full refund will be given when you return your phone in working order with all accessories and any gifts that we have provided you. Please note, once a SIM card (or Activation Kit) has been activated, it is non refundable under any circumstances.
For Rogers Wireless, it is more complicated. The phone can only refunded within 30 days. However, there are usage limits. The limits are 30 minutes or 150kb of data transmission. If these limits are hit before the 30 days, the satisfaction period is over. Even calls to customer service are counted. Please note, once a SIM card (or Activation Kit) has been activated, it is non refundable under any circumstances.
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What is your exchange policy? |
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In short, for Fido, customer can exchange their phone within the 15 days satisfaction period. The customer must return everything including the box, charger, accessories and free gift. If there is a price difference between the exchange phones, the customer will be responsible for the difference.
As for Rogers, there is no buyer’s preference policy. Please choose your phone wisely since phones cannot be exchanged unless it is dead on arrival.
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If I buy a phone and decide within the 15 days that I want to exchange it, can I return it but keep my phone number? |
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Yes, phones activated with Fido can be exchanged. We will be swapping SIM cards, so you may want to save your contact information before doing the exchange. We cannot be responsible for transferring data such as phone numbers and messages from the old phone to the new phone.
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How much does text messaging cost? |
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Both Rogers and Fido charge 15¢ to send, 0¢ to receive.
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Are there any restrictions on the x months unlimited promotion? |
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The call must be receive in your local calling area. In addition, you can only dial local numbers from your local calling area.
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Can I make international calls with a prepaid plan and a monthly plan? |
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International calls can be made from both Prepaid and Monthly plans; International calling must first be first requested through Fido customer service upon activation.
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Will my phone work overseas? |
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Most countries around the world use GSM networks, the same technology used by Fido and Rogers. All "tri band" and “quad band” phones will work in those countries which have roaming agreements with Fido or Rogers. International roaming must first be requested through Fido or Rogers’ customer service upon activation. This may trigger a credit evaluation depending on your current standing with them.
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Can I cancel my agreement? |
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Yes, however there is a penalty for early cancellation of $20 per month for each remaining month of the Fido or Rogers Wireless contract. There is a minimum of $100 and a maximum of $400. For customers who are purchasing 3G phones, if you choose the 3G device credits, you must have a data option on your account for the duration of the contract. Otherwise, a early cancellation fee of $5 per month, up to $100 must be paid to the carrier.
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How much do I pay when I have run out of minutes included in my plan? |
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Fido charges 30¢/min, Rogers Wireless’ charges 30¢/min.
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How do I check my account balance on a Fido prepaid plan? |
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Contact Fido Customer Service by dialing 611 from your Fido handset, visit www.fido.ca or dial *46.
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Can I change my phone number? Is there a charge? |
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You can change your phone number at any time, however if you change numbers within the same area code, there will be a charge of $25. You can change a phone number for free if you move to another area.
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On prepaid Fido plans, how long after my credit expires do I have to refill it? |
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180 days
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Can I automatically refill my prepaid minutes? |
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Yes. On a Fido prepaid plan you are able to have your account automatically topped up with, $10, $20 or $30 per month.
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Do you offer unlocking services? |
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At this time we do not offer unlocking services. Keep checking, we may offer it some day.
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I have a billing issue, what should I do? |
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StudentPhones is a retail partner of Fido or Rogers Wireless. As such we do not have access to your account information. We regret not being able to assist you in this matter. You will need to contact the respective customer care department and they will be able to assist you. Fido Invoice Webpage | Rogers Webpage
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My phone is defective, what do I do? |
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At Fido, during the first 15 days, the customer is in their satisfaction period. This will make the customer eligible for an exchange to another brand new phone. If the customer chooses another model, the customer is required to pay the price difference. After the 15 days satisfaction period, all phones come with a 1 year manufacture warranty. Simply take the phone to your nearest Fido service center and the technician there will be obligated to repair it for you. If the technician cannot repair the phone, you will be eligible for an over-the-counter exchange for the same model. Fido customer service 1-888-945-3436.
For Rogers customers, please speak to Rogers customer service. Rogers Wireless 1-888-764-3771. They would be able to troubleshoot the phone with you. If it does not work, you can contact the manufacture directly and ship the phone for repair. Unfortunately, StudentPhones is unable to assist in this process at this time.
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I am in the middle of my term contract and I want another phone, can I just extend my current contract? |
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StudentPhones, we can perform hardware upgrades for Fido users under certain circumstances. Please call out customer care team at 1-866-645-2026 for more details.
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I lost my phone, what do I do? |
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You should contact your carrier immediately to suspend the service. This way you will not be responsible for any unauthorized usage on the phone. You may also want to file a report with the police. At this time, we do not offer any loaner phones for this purpose. You may wish to discuss with your carrier about replacing the phone.
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I wanted a Waterloo area code, why have you given me a Toronto area code? |
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Unless a customer advises us of a specific request, we will select the area code that corresponds with the billing address of the customer. You can call Fido (1-888-945-3436) or Rogers Wireless (1-888-764-3771) customer service and have that changed for you during your satisfaction period.
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4 Items - Total $670.00
