Buying with Orchard

Do you collect sales tax?

Yes, we are required to charge the sales tax set by your province. You can see this amount at checkout.

What are my shipping options?

We ship free anywhere in Canada using Canada Post Expedited Parcel. Our shipping cutoff with regular shipping is 2 PM. Orders placed after 2 PM will be shipped on the next business day.

Regular shipping is included free with your purchase. Typically, your order will arrive within 3-5 business days, depending on how close you are to Toronto.

RegionBusiness Days
Greater Toronto/Hamilton Area1-3
Southern/Eastern ON and Montreal2-3
Urban/suburban QC, MB, SK, NB, NS3-5
Urban/suburban AB, BC, NL, PE5-6
Rural, remote and northern regions6+

Express shipping costs $20 plus applicable taxes. With rush delivery, your package should arrive 1-3 business days after shipment. The rush shipping cutoff is 3 PM. For those who just can’t wait, rush delivery lets you shave precious days off the regular shipping time. 

Orchard ships on all business days, but we don’t ship on weekends or Ontario holidays.

If you’d prefer to use FedEx or another shipping method, please reach out ahead of time here. Additional costs for FedEx shipping are determined based on region. Please note that same day shipment is not possible with FedEx.

How does your warranty work?

All Orchard phones are protected by a 90-day warranty. If you receive a phone that has issues with functionality or quality, we will offer to replace it or refund you.

All products must be returned in the same condition as received using the original packaging. We will provide a pre-paid shipping label to cover the cost of postage within Canada. Once received, your replacement item will be shipped within the next business day.

Accessories returned with a phone must be unopened to receive a refund. If your accessories are defective, please contact our customer support team for refund information. Most defective accessories can be refunded within 30 days, and screen protectors within 10 days.

Orchard also offers an extended warranty, called Orchard Care Premium. Orchard Care Premium extends your warranty period until 1 year from purchase date. Purchase Orchard Care Premium through the accessories pop-up at checkout.

Orchard Care Premium provides one (1) repair or replacement coverage, including parts, labour and shipping, for all functionality issues and accidental damages. If our tech team is unable to repair the phone, Orchard Care Premium will guarantee a replacement.

Orchard Care Premium does not cover lost or stolen devices. Each Protection Claim is subject to a deductible plus applicable tax. Learn more here.

You can read the full terms here.

What is Orchard Care Premium?

Orchard Care Premium is an extended one (1) year warranty that provides repair or replacement coverage, including parts, labour, and shipping, for any problem that arises with your phone. The coverage includes functionality issues and accidental damages. Coverage extends for one (1) full year from your Purchase Date.

Orchard Care Premium covers all costs for one (1) repair or replacement, including shipping and labor, for all functionality issues and accidental damages on your device. If our tech team is unable to repair the phone, Orchard Care Premium will guarantee a replacement.

Orchard Care Premium does not cover lost or stolen devices.

Each Protection Claim is subject to a deductible. The deductible will vary according to the (pre-tax) purchase price of your phone, and whether the phone can be repaired, or will need to be replaced. See following table for breakdown:

You can read the full terms here.

Note: for our customers who bought Orchard Care before March 16th 2018, please see the original terms here.

How do returns work?

You can return your order of a refurbished phone within 90 days of purchase. No need to have a reason past “just because”! That said, if you notice an issue with your phone, please see our troubleshooting documents and contact us for assistance. We’re basically wizards at solving phone problems and we’re always happy to help!

If you would like to return a phone, we’d be happy to provide you a full refund or help you exchange the phone for something else. We’ll even provide a domestic shipping label so that you can send the phone back to us and not spend a dime within Canada.

Please note that replacement phones are subject to availability. We will do our best to match the specs of the phone you originally purchased or offer you a comparable replacement. 

Accessories can be returned at any time you return a phone, or on their own within 30 days of purchase, but must be unopened to receive a refund.

If your accessories are defective, please contact our customer support team for refund information. Most defective accessories can be refunded within 30 days, and screen protectors within 10 days.

If it looks like your phone was damaged in shipment and the device has signs of damage, please send us an email at within 2 days of receipt so we can investigate the situation with the carrier. Please keep all the original packaging and avoid setting up the phone. Our team will provide you with further instructions.

For Brand New devices, the return window is 14 days. Note that we can only accept returns for Brand New devices that are unopened, in their original packaging. Reminder that these devices come with a one-year manufacturer’s warranty — if you are having functionality issues with the phone, please reach out to the manufacturer for claims. You can read more about our Brand New devices here.

What are my payment options?

You can pay for your device in the following ways:

  • Credit and debit cards issued by Visa, Mastercard and Amex
  • PayPal
  • Monthly payments with our financing partner, PayBright

We use Stripe for credit card payments. This means that your credit card information is transmitted directly to Stripe—we neither have access to your credit card info nor do we store it on our servers. Stripe is certified to PCI Service Provider Level 1, the most stringent level of security certification available, so you can be sure that your data is secure.

For more information about financing your device with PayBright, check out our PayBright FAQ.

If you’re purchasing your phone in person at our headquarters, we can accept cash, credit or debit. See more about buying in person here.

Can I change or cancel my order?

No problem— just respond to the confirmation email you received and we’ll see what we can do. If you reach out to us before the phone has shipped, it will be easy to simply change or cancel the transaction.

If the phone has shipped and you’d like to cancel your purchase, just get in touch with our support team here to initiate the return. Once we receive the phone back at our headquarters, we’ll be happy to refund your purchase.

Can I come buy a phone in person?

COVID-19 UPDATE: Orchard is now open by appointment only for pickups of online orders and dropoffs of sales and repairs. To get your phone in person, please order online and choose “in-store pickup” as your shipping option at checkout. You’ll get an email with a link to schedule your pickup. You’ll need to bring photo ID that shows the billing address and wear a face covering from nose to chin. We look forward to seeing you soon!

You can browse our full inventory online, but we’d also be more than happy to have you come by our office. Find out more on where to find us here.

Thinking about stopping by? Leave us a message to schedule an appointment, just so we can make sure to have someone available to help

What comes with an Orchard phone?

All our phones ship in an official Orchard mailing container, packed securely to ensure a safe arrival. We also include a third-party charging cable and adapter block. Other accessories, like official Apple charging cables, the original box, and headphones, are sold separately. You can add these onto your order at checkout. 

To add accessories to your order, add your phone to your cart and click “View Cart” to see all the accessories available for your phone. You can also add accessories directly from the checkout page.

Remember that you’ll have to get a SIM card for activation. You can find a SIM in your previous phone, get one from your carrier or buy one at our online checkout.

If you’re returning the phone for a refund, we won’t be able to offer a refund for unsealed accessories.

I placed an order… now what?

Once you’ve made your purchase, we’ll send you a confirmation email with your order number. Want to check up on your order status? You can do that here. Once your order has shipped, you receive a follow-up email with your package tracking information.

When you receive your order, set up your device with your desired wireless carrier and take your new phone for a spin! We have a series of articles on getting your phone set up here.

Can I shop from outside of Canada?

As of June, 2017, Orchard will offer buying and selling services in Canada only.

To purchase a phone on our Canadian website, shoppers must be shipping their order within Canada using a credit card issued by a Canadian bank.

Existing customers from our discontinued US site can still access their account, chat with our customer support team, and initiate claims under warranty as usual. Please note that we are no longer accepting iPhones through the US Orchard app.

Have questions? Concerns? Feedback? We want to hear it! Email us or call 1-800-736-2703.