Buying with Orchard

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. […]

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 […]

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) […]

I ordered a screen protector but I don’t see it in my package

Over the years, we’ve become real pros when it comes to attaching a screen protector. That’s why, when you buy a screen protector with your order, we take the liberty of attaching it to your phone before shipment. Having trouble seeing the screen protector on your phone? Good! The best screen protectors are next to […]

How does your warranty work?

All Orchard phones are protected by a 30-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 […]

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 […]

How do returns work?

You can return your order within 30 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 […]

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 […]

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. […]