How can I upgrade my wireless device?
You can upgrade your device in the following 3 ways:
- Upgrade online: You can check your device balance as well as upgrade online (if you are eligible). Unless otherwise indicated on the device page, standard shipping for online orders is 3-5 business days if inventory is available at the time of your order. Most customers in the Greater Toronto and Greater Vancouver areas will receive their order within 48 hours. For more info on ordering online, check our Online Orders FAQs.
- Visit a store: Two pieces of ID are required to complete the transaction in-store. Acceptable ID includes: Driver's Licence, Canadian Passport, Credit Card, Banking information with name and address, Provincial ID or Age of Majority Card, Citizenship Card, Native status card, Armed Forces ID and University Student ID. One piece of ID must include your address.
- Contact us: Pricing, device upgrade offers and eligibility are subject to change without notice, even if you have pre-ordered or backordered for pick up in-store.
How come when I want to upgrade to a new device and choose to keep my existing plan, my only option is to pay the full cost of the device upfront?
If during your device upgrade transaction you choose to keep your existing plan and do not see an option to finance a device, your existing plan is not eligible for financing. In this case, you will need to change to a Rogers Infinite plan in order to finance your new device.
I’ve ordered my device but haven’t received a shipping confirmation. What’s going on?
If it’s been more than 2 business days since you’ve placed an online order for a device currently available in the market and you’ve not yet received a shipment confirmation email, please contact us. Please note that if your device was on pre-order or backorder, your shipping timelines were indicated at the time of purchase and will be longer than 3-5 business days.
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, follow the instructions at the top of this page.
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.
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.
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.
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.