Everything you need to know about mobile device preorders and ordering out-of-stock devices
Everything you need to know about ordering a mobile device before its launch or during a stock shortage.What does it mean to preorder or order a device that is out of stock?
Preordering consists of reserving a device that has not yet been officially launched. This means you will be among the first to receive said device as soon as it becomes available.
Ordering an out-of-stock device involves buying a device that is temporarily unavailable but will be back in stock shortly. Ordering the device secures your spot, ensuring you receive the device as soon as it is back in stock.
How to preorder a new device or order an out-of-stock device
The procedure is the same as ordering a device that is in stock. Simply add the device to your cart and follow the steps to order.
If you are a Videotron customer, you will also be able to indicate whether you want to keep or change the Mobile plan to which you are subscribed.
You can place your order online, by phone or chat, or in-store.
Will I get my device on the official launch date?
Depending on when the orders were placed and the number of devices available, it is possible that you might receive your device on its launch day, but there is no guarantee.
When will I receive my device?
As soon as the device is in stock we will prepare it and ship it to you.
You will receive an email confirmation when the item is shipped. From that moment, you can expect to receive your device within 48 to 72 business hours (excluding statutory holidays).
The earlier you place your order, the sooner you will receive your device.
Where can I track my order?
An email containing a tracking number is sent to the account’s correspondence email address once the device has been shipped.
You can also track your order in My Account where banners will indicate whether your order is pending, being processed, or shipped.
If you haven’t received an email and don’t see the information in My Account, please contact us.
How do I know when the device I want will be available for delivery?
Preorder: The launch date is visible during the buying process. If an advisor is helping you with your purchase, they could also give you this information.
Note : Depending on when the orders were placed and the number of devices available, it is possible that you might receive your device on its launch day, but there is no guarantee.
Backorder: No date can be confirmed. The device will be shipped as soon as it is back in stock.
How can I tell if my preorder or order for an out-of-stock device, completed online, has gone through?
After submitting your order online, you will receive a call from an advisor, during our business hours, to go over the details of your preorder and confirm it.
Important: The order is officially completed only during the call with the representative. If you miss the call or do not receive one, please contact us to finalize your order.
You will receive an email confirmation with the details of the preorder following this call.
What should I do if I placed a preorder or ordered an out-of-stock device and I change my mind?
Contact us. We will cancel your order or tell you what to do if the device has already been shipped.
Can I order online or by phone and have the device delivered to a store?
No. To ensure you receive your device as soon as possible, we only offer home delivery. If you want to pick up your preordered device in-store, you need to place the order directly at the store.