Buying with Orchard

Does Orchard use OEM parts for repairs?

No.

Apple and their authorized service partners are the only companies in the world that can source genuine Apple OEM parts. Instead, Orchard uses third-party parts that are rigorously tested and that we trust. This means that a phone repaired at Orchard could have non-OEM parts.

Are the photos online of the actual phone for sale?

No.

Due to the nature of how quickly our inventory moves, the photos online aren’t of the actual phones for sale. However, the photos are quite representative of a phone in Good, Very Good, or Like New condition. 

You can read more on these condition tiers here

Why did Canada Post ask me to pay for shipping? I thought shipping was free!

Shipping is free!

Lately, Canada Post has been charging a very small percentage of our customers for shipping fees when picking up their Orchard package. We do indeed pay for the shipping fees ahead of time and we’re currently working with them to figure out why our customers are being asked to pay as well. In the meantime, we will fully reimburse you for any extra shipping fees if you are asked to pay. Please simply keep a copy of the receipt, send us a picture of the receipt, and we will fully reimburse you right away.

Receipts can be sent to support@getorchard.com

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.

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 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. Once received, your replacement item will be shipped within the next business day.

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.

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!

How do returns work?

You can return your order 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 shipping label so that you can post the phone back to us and not spend a dime.

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. 

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 to initiate the return. Once we receive the phone back at our headquarters, we’ll be happy to refund your purchase.

What are my payment options?

We currently accept online payments from PayPal, as well as credit and debit cards issued by Visa, Mastercard and Amex. 

We use Stripe for our checkout process. 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.

If you’re purchasing your phone in person at our headquarters, we can accept cash or credit cards (sorry, no debit!). See more about buying in person here.

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 will ship anywhere in Canada using Canada Post. 

Regular shipping is included free with your purchase. Typically, it takes between 2-4 business days for your phone to arrive, depending on how close you are to our shipping facility in Toronto.

Express shipping costs $20 plus applicable taxes. With rush delivery, your package should arrive 1-2 business days after your order is shipped. For those who just can’t (or won’t) wait, rush delivery lets you shave precious days off the regular shipping time.

If you would prefer to use FedEx for delivery of your order, we are able to do so as long as we are given sufficient notice! Additional costs for the shipment with FedEx would be determined based on region.

Typically, it takes between 2-4 business days for your phone to arrive after shipment, depending on how close you are to our shipping facility in Toronto. Please note that same day shipment would not be possible when using FedEx.

If you’re interested in having your order delivered by FedEx, please reach out to us here.

Can I come buy a phone in person?

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.