Yes, we are required to charge the sales tax set by your province. You can see this amount at checkout.
Buying with Orchard
What are my shipping options?
We ship free everywhere in Canada using Canada Post Expedited parcels. Some orders may be shipped with UPS. We ship on the same or next business day from Toronto, and your order should arrive 2-6 business days after shipment, depending on your location.
Express shipping costs $20 plus applicable taxes. With rush delivery, your package should arrive 1-3 business days after shipment. You can add rush delivery to your order at checkout.
For more information about shipping, please visit our Shipping FAQ section. Any questions still on your mind? Please get in touch with us at firstname.lastname@example.org or by giving us a call at 1-800-736-2703 – we’ll be happy to help!
How does your warranty work?
All Orchard phones and iPads 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. We will provide a pre-paid shipping label to cover the cost of postage within Canada. Once received, your return will be processed within 2-3 business days.
All Brand-New in Box phones have a 14-day return window for buyer’s remorse. We can only accept returns for unopened boxes, still sealed and unused. For functionality issues, we offer a 90-day warranty on Brand-New devices as well.
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.
For more comprehensive information about our warranty and returns policies, please see the Warranty & Returns section of our FAQ. Any questions still on your mind? Please get in touch with us at email@example.com or by giving us a call at 1-800-736-2703 – we’ll be happy to help!
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.
Just get in touch with our support team and we’ll guide you through the process!
For comprehensive information about our warranty & returns policies, please see the Warranty & Returns section of our FAQ. Any questions still on your mind? Please get in touch with us at firstname.lastname@example.org or by giving us a call at 1-800-736-2703 – we’ll be happy to help!
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
- 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
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.
Do I need a SIM card to activate my phone?
Yes, if you want to connect it to the mobile network.
SIM cards allow you to swap devices without losing your phone number or other important information about your phone or your carrier. SIM cards are tied to your wireless plan and allow your phone to access your carrier’s wireless network.
Every iPhone from the 5 and later, and every Samsung Galaxy S from the S6 and later, uses a Nano SIM card. As long as your old phone is newer than these models, you won’t need a new SIM for your Orchard phone.
You don’t have the right SIM card for your new device? No problem! We sell them for $15. You can add a SIM card to your cart upon checkout. Alternatively, you could stop by your carrier to buy one from them or you could have them trim down your current SIM card to the right size.
Once you are ready to use your new SIM, call your carrier and ask them to transfer your phone number, wireless plan, and access to your carrier’s wireless network. But if you’re using your existing SIM, you won’t need to let your carrier know you switched phones.
In order to insert a SIM card into a smartphone, you need to use the SIM tool we provide with every order to pop the SIM card tray open. Once the tray is open, you lay the SIM card flat into the tray. Like a puzzle piece, you need to match the shape of the SIM card accordingly into the SIM card tray. After you have done that, gently push the SIM card tray back into place.
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.