Frequently Asked Questions

Answers to our most frequently asked questions.

 



Can I order online and pick up the order in store?

Yes. All you have to do is select the option '' Pick up in store '' when ordering.


Do I have to pay taxes?

Yes. Taxes apply depending on the province.


Is it possible that one of your devices is reported stolen?

No. All of our devices are verified and we make sure they are not reported stolen before we put them online.


Is there any warranty on your phones?

Yes. All our phones are guaranteed for a period of 90 days. More details here.


What do grades mean on your devices?

The grades are based on a 10 point scale aesthetic evaluation. More details here.


What is the price protection policy?

Our price protection policy applies from the time of purchase and is valid for a total of 7 days. At the customer's request, a credit for the difference will be issued if within 7 days of ordering the same Device model, color, storage and aesthetic grade is at a lower price.

*** No price protection applies during Black Friday and Boxing Day events***


Will a phone with a grade 6/10 or 7/10 perform worse?

No. The grades are only an aesthetic evaluation of our devices. All of our devices are 100% tested and functional, regardless of grade. More details here.


How PayBright Funding Works?

PayBright is a new payment method available on our online store. It allows you to make your purchase in several equal instalments. Just select the PayBright option at checkout.


How much does delivery cost and what are the deadlines?

Express delivery is free in Canada and always will be! No minimum purchase, no maximum distance. The deadlines are 1-3 working days for Quebec and 1-1 working days for the rest of Canada.

Please note that for orders with PayBright financing, 48 hours must be added before the package is shipped.


Do your phones come with a charger?

Yes. All of our phones come with a new charger and charging cable.


What condition are the batteries in your phones?

Each battery is at least 80% of its original capacity. If the battery shows more than 20% degradation, we replace it with a new battery before the phone goes online.


I don't like my device, can i exchange it?

A device exchange is possible during the first 30 days, starting from the day you received the device, if you are not satisfied with the device received.

Ne do not accept exchanges if the product has physical or liquid damage or if the device is still connected to an Apple or Google ID or password.


Is it possible to see the phone before buying it?

Yes. Photos of each device are already on the online store. Otherwise, you can also come see us at our store. For the address, click here.


What are the delivery costs for an exchange or for a return under warranty?

Note that in cases where the phone is defective, SecondCell will assume the shipping costs for the return or exchange. In all cases, we will provide you with a packing slip in order to return the device to us.

The buyer is responsable for the shipping cost for round trip if returned for any reason other than a defect.


Do you have a point of sale?

Yes. We have a point of sale in St-Jean-sur-Richelieu. For the address, click here.


What are your payment methods?

On our online store, we take Canadian credit cards, Visa debit cards, Mastercard debit cards and Paypal.

In store, we accept Canadian credit cards, Visa debit cards, Mastercard debit cards, Paypal and cash.


I don't have a Paypal account. How can I make my purchase online?

We use Paypal to process payments on our online store, but you don't need a Paypal account to pay with your credit card. For more details, click here.


How do I activate my device upon receipt?

To learn how to activate your device, click here.


Are your devices verified?

Yes. Each device is thoroughly inspected, and refurbished as needed by our qualified technicians. Each device on our online store has previously obtained 360 certification. For more details, click here.


How can I get technical information about the phones?

You can always Contact us, it will be our pleasure to advise you on your future purchase. You can always check smart phone news sites, such as GSMArena.


The phone battery I received is not holding its charge. What should I do?

  1. Check that the updates for your device are done.
  2. Then restart your phone and charge it to 100.
  3. Use your device normally and calculate the time before full discharge.

Know that :

  • if you play games,
  • if cell reception is poor,
  • if you use apps like Youtube and Netflix,

your battery will drain about four times faster than normal use. Your battery will therefore last much less between four and six hours).


My device has a problem, what can I do??

All of our buyers are protected by our 90 day warranty against defects.

If your device is still under our warranty, contact us, and we will send you a Purolator slip to return the device free of charge for repair or exchange at our discretion.).

You can also go directly to our repair center:

813 Saint-Jacques Street

Saint-Jean-sur-Richelieu

QC J3B 2N2

For more information, click here.


The device I received is not unlocked, what should I do?

Normally your device should already be unlocked. However, if it isn't, don't worry.

Check the phone's serial number by dialing *#06# and notify us as soon as possible by email including the serial number at info@secondcell.ca 

We will unlock the device quickly and at no cost.


The device I received damaged, what should I do?

Upon receipt of your order, if you notice a breakage due to transport, you must notify us the same day you receive the package, by phone 450-348-7862 or by email at info@secondcell.ca. We will send you a return slip for the device to be exchanged. No exception will be made for breakages mentioned later than the day of receipt of the package.


Are you selling outside of Canada?

No.


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