Frequently Asked Questions
Answers to the most frequently asked questions.
Can I order online and pick up the order in store?
Yes, it is possible. You just have to select the "Pick up in store" option when ordering.
Are there any taxes to pay?
Yes. Taxes apply depending on the province.
Is it possible that one of your devices has been reported stolen?
No, that's not possible. All our devices are checked and we make sure they are not reported stolen before we put them online.
Is there a warranty on your phones?
Yes. All our phones have a 1-year warranty , the longest in the refurbished phone industry!
What do the grades on your devices mean?
The grades that are indicated on our devices (Rating out of 10) are an aesthetic evaluation of our phones. More details here .
What is the price protection policy?
Protection in the event of a price drop
Our prices and promotions vary regularly depending on product availability and available inventory. Don't wait to buy, you will be credited for the difference if a device on our online store drops in price! Our price protection policy applies from the moment of purchase and is valid for a total period of 7 days. Following a confirmed and valid request using the form below, a credit for the difference will be issued.
The 7-day price drop policy only applies to price drops that occur at SecondCell after you have made your purchase. The price protection policy does not apply during Black Friday and Boxing Day events. Price protection only applies if the exact same model (Device Model, Color, Storage, and Cosmetic Grade) is at a lower price on the SecondCell website within 7 days of your purchase.
Protection of competition prices
At SecondCell, we are so confident in offering you the best prices on the market that we will match any lower price displayed by our competitors! Are you interested in a device on our online store and you found the same one at a lower price at a competitor? Fill out the form below before placing your order, we will match the price!
Competitor price protection only applies before the transaction is completed on our online store. Simply fill out the form below and we will match the price! Price protection only applies if the exact same model (Device model, color, storage, cosmetic grade and the competitor's warranty duration and conditions) is at a lower price on a competitor's website before you complete your purchase at SecondCell. Private sales (Marketplace, Kijiji, Ebay, etc.) are excluded. If delivery to the competitor is not free or charging accessories are not included, they will be taken into account in the price protection calculation.
Will a phone with a 6/10 or 7/10 grade perform worse?
No. Grades are just a cosmetic evaluation of our devices. All our devices are tested and 100% functional, regardless of the grade. More details here .
How does Affirm financing work?
Affirm is a new payment method available on our online store. It allows you to make your purchase in several equal installments. Simply select the Affirm option at checkout. All the details here .
How much does delivery cost and how long does it take?
Express shipping is free in Canada and will always remain so! No minimum purchase, no maximum distance. Delivery times are 2 business days for Quebec and 3 business days for the rest of Canada. All the details here .
Do your phones come with a charger?
Yes. All our phones come with a new charger and charging cable.
What condition are your phone batteries in?
Each battery is at least 80% of its original capacity. If the battery is worn beyond 20%, we will replace it with a new battery before the phone goes online.
If I am not satisfied with my purchase, is it possible to exchange my device?
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. We do not accept any exchange if the product has physical or liquid damage or if the device is still signed in to an Apple ID, Google ID or password.
What are the shipping costs for an exchange or return under warranty?
Please note that in cases where the phone is defective, then in this case only SecondCell will assume the shipping costs for the return or exchange. In all cases, we will provide you with a shipping label in order to return the device to us. The buyer must pay the shipping costs for the round trip if the device is returned for a reason other than a defect.
Do you have a point of sale?
Yes. We have a point of sale in St-Jean-sur-Richelieu. Contact us to get the address.
What are your payment methods?
On our online store we accept Canadian credit cards, Visa debit and Mastercard debit cards, Paypal and Affirm.
In store, we accept Canadian credit cards, Visa and Mastercard debit cards, Paypal and cash.
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 if necessary by our qualified technicians. Each device on our online store has previously obtained the 360 certification. For more details, click here .
The battery of the phone I received does not hold a charge. What should I do?
Follow these simple steps
- Check that your device updates are done.
- Then restart your phone and charge it to 100%.
- 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 what is considered "normal" use. Your battery will therefore last much less time (between four and six hours).
My device has a problem, what are my options?
All our buyers are protected by our 1-year warranty against defects . If your device is still under warranty, contact us , we will send you a Purolator waybill to return the device free of charge for repair or exchange (at our discretion).
The device I received is not unlocked, what should I do?
Normally, your device should already be unlocked. However, if it is not, 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 concerned at info@secondcell.ca .
We will unlock the device quickly and at no cost.
The device I received is not unlocked, what should I do?
When receiving your order, if you notice any damage due to transport, you must notify us the same day you receive the package. We will send you a return slip for the device which will be exchanged. No exceptions will be made for damage reported later than the day you receive the package.
Can you ship a phone outside of Canada?
No, unfortunately we do not ship any orders outside of Canada.
