Pre-order & Shipping FAQs

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Excited about a new device? Ready to pre-order but have concerns? Read on to learn more about our pre-orders and shipping process!

What is a pre-order?

A pre-order is the ability to secure a device prior to the official release date for availability in-store. You can select to either pre-order for delivery to your home and get it faster, or pre-order to pick up in-store.  If you need to change your plan to qualify for a device upgrade for ship to home, this plan change will be effective when you make your pre-order even though your device will arrive when stock is available.

Why should I pre-order?

Pre-orders are convenient because they allow you to secure your device ahead of the official release date; to be delivered after launch when Rogers has received inventory. The two pre-order options available are either ship to home or ship to store. Ship to home pre-orders guarantee that you’ll be among the first to get your device as soon as the manufacturer ships inventory.

What is a backorder?

A backorder occurs when the device you wish to purchase is out of stock. Once inventory becomes available, your device backorder will be filled. An estimated shipping date will be provided to you at the time of your purchase; however, the estimated shipping time may change if the manufacturer delays the shipment for any reason.

How do I make a pre-order or backorder?

The pre-order and backorder process is the same as making a regular order online. To learn more, check out the FAQs about General Online Orders.

What is the difference between making a pre-order or backorder that will ship to home versus one for pick up in-store?

When you make a pre-order or backorder that will ship to home, you select your device and plan.  Payment is taken upfront and the device will ship to the address of your choice as soon as inventory becomes available. This means from the time of ordering, you have paid for and committed to your new device. Note: if you are upgrading and making a plan change as part of your pre-order or backorder, your new plan will take effect immediately despite not yet having received your new device.

When you pre-order or backorder for pick up in-store, you are asking for a device to be set aside at a store location of your choosing and payment is taken when you pick it up from the store.

When will I receive my pre-order or backorder?

At the time of purchase, an estimated shipping date will be provided for your pre-order or backorder device which will indicate the approximate time frame we expect stock will arrive from the manufacturer. The estimated shipping time may change if the manufacturer delays the shipment for any reason. Once you receive your shipment notification, expect to receive the device within 3-5 business days. If you live within the Greater Toronto and Vancouver areas, you may receive the device within 48 hours. If you have chosen to pick up your device at a store, you will receive email notifications with your place in line as well as when stock arrives for you to pick up.

What is the official release date for my device?

Release dates are always set by the manufacturer and are announced when they issue new device launch press releases.

Why is my pre-order subject to inventory availability?

Manufacturers ship devices to Rogers based on the anticipated demand at launch. However, if demand exceeds the inventory that we have available, we may not be able to ship your pre-ordered device to you immediately. This is because orders are processed and shipped on a first-come, first-served basis.

Why do I have to wait for my pre-ordered or backordered device?

Our shipment dates depend on how much inventory we have available, which is determined by the manufacturer. We will prioritize and ship devices to customers who choose the ship to home method. If your device is a pre-order or backorder for pick up in-store, the device will arrive at the store at which time you’ll be notified that it’s ready for pick up. Devices typically take 3-5 business days to arrive after they’re shipped, although they may arrive within 48 hours of shipping for customers in the Greater Toronto or Vancouver areas due to proximity to our distribution centres.

Can I pre-order or backorder my device in-store?

No. Currently, you can pre-order or backorder online only.

Can I pre-order or backorder my device for ship to home and have it shipped to a store?

No. Currently, you can have your device shipped only to a personal address, not to a store address.

What if I pre-ordered or backordered a device but changed my mind about it?

If the device hasn’t been shipped yet, please contact us to ask for a cancellation. Otherwise, please return it to us with the included return postage in your package and you’ll be refunded as soon as it is received. Our standard return policy applies.

Can I pre-order more than one device at a time?

You can pre-order up to 10 devices on any Rogers Infinite plan. As an existing customer, you can pre-order one device per pre-existing line that you’re upgrading.

When do I get billed for my pre-order or backorder device?

For pick up in-store orders, you will be charged a fully refundable $40 fee + tax which will be returned to you either upon cancellation or pick up of your device. For ship to home orders, you are either charged via credit card at the time of your order or if you are upgrading a device, you may have selected to be billed via your monthly bill. Ship to home orders require upfront payment even though your device will be shipped as soon as inventory becomes available, likewise your price plan change associated with your upgrade will also become effective at the time of order completion.

Where can I check the status of my pre-order or backorder?

You will receive email notifications to confirm that your pre-order or backorder ship to home device will ship as soon as stock is available as well as an email to confirm when it has been shipped. If you pre-ordered or backordered for pick up in-store, you will be able to check your place in line. You can find a link to this page inside your confirmation email.