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Back to Phones & devices

Pre-order FAQ

  1. Is there anything that I need to do to prepare for the pre-order?
  2. After I fill out the pre-order form, is there anything else that I have to do?
  3. As a current TELUS customer can I keep my existing rate plan?
  4. Can I pre-order the new phone at my local TELUS store?
  5. Can I purchase the device out-right, without a service term, during the pre-order?
  6. What do I have to pay to get out of my current contract and get the new device?
  7. If I pre-order the new device will I receive it before everyone else?
  8. Where does my new phone get shipped to?
  9. How do I change my shipping address for my pre-order?
  10. How will I know what the shipping status is of my pre-ordered device?
  11. What should I do when I get my new device?
  12. If I am an existing TELUS customer, will I need a new SIM card for the device?
  13. Can I return my new device for a full refund once I have received it and don't like it? How long do I have?
  14. Is there a limit to the number of devices a client can pre-order?
  15. What do I do with my old device when I get my new one?
  16. Can I purchase accessories with my pre-order?

 

1. Is there anything that I need to do to prepare for the pre-order?

  • If you're a current TELUS customer: You will need to set up a TELUS online account in order to go through the pre-order process.
  • If you're a new customer: There is nothing you need to do to prepare for the pre-order.

 

2. After I fill out the pre-order form, is there anything else that I have to do?

No. Once you have completed the pre-order form, you will receive a confirmation email for your order. At this point, there is nothing else that you will need to do. We will contact you directly if we require any additional information.

 

3. As a current TELUS customer can I keep my existing rate plan?

During the pre-order process you will need to switch to one of the new plans provided with the iPhone. These plans were especially selected to help you get more out of your new device.

When you receive your device and call us to activate it, our Client Care Representatives would be happy to discuss other rate plan options with you. If your previous plan is available on the iPhone, you will be able to switch back to this plan.

 

4. Can I pre-order the new phone at my local TELUS store?

Yes, you will be able to pre-order the device from any TELUS store. Please note that pre-orders are not available at TELUS authorized retailers. To find your nearest store, click here and search for locations listed as “TELUS Store”.

 

5. Can I purchase the device out-right, without a service term, during the pre-order?

During the pre-ordering of the new iPhone, you will not be able to purchase the device with no service term. However this option is possible once the new device is available at our stores.

 

6. What do I have to pay to get out of my current contract and get the new device?

If you are a current TELUS customer, you will need to pay:

  • Your Device Balance - You will be able to see this amount before you place your pre-order. You can also view your Device Balance on your online account (under Billing) or on your TELUS mobility bill.
  • The price of the new device on the three year term

 

 

7. If I pre-order the new device will I receive it before everyone else?

TELUS is working hard to ensure that all pre-ordered devices arrive to you on or around the same day as the device launch. Unfortunately due to shipping constraints, we cannot always guarantee this.

 

8. Where does my new phone get shipped to?

TELUS will ship the device to the address that you provided during the pre-order process. Please note that we cannot ship to a PO Box or Rural Route.

 

9. How do I change my shipping address for my pre-order?

You can change your shipping address by sending an email to weborders@telus.com or by calling 1-866-488-2709 and providing the following information:

  • Order number (found on the pre-order confirmation email you received)
  • Your name
  • Your account number (found on your bill)
  • Updated shipping address

Please note: You must provide a physical address as we cannot ship to a PO Box or Rural Route.

 

 

10. How will I know what the shipping status is of my pre-ordered device?

Once your device has been shipped, we will send you a confirmation email with a tracking number. You will be able to use this number to keep track of your shipment en route.

 

11. What should I do when I get my new device?

 

  • If you are a current TELUS customer: You will need to insert the new nano-SIM into the device then call us at 1-855-355-8550 to complete the activation
  • If you are a new TELUS customer: Simple insert the new nano-SIM into the device and you can start using it.

 

 

12. If I am an existing TELUS customer, will I need a new SIM card for the device?

Yes. The new iPhone will use a nano-SIM which is smaller than the SIM card used in earlier versions of the iPhone. We will be sending you this nano-SIM free of charge.

 

13. Can I return my new device for a full refund once I have received it and don't like it? How long do I have?

Yes. You have 30 days to get a full refund on an undamaged new device. Your device must be returned for a full refund within 30 days of purchase. The device must be in working condition and free of major cosmetic damage. All items and accessories received in the original packaging must be returned in working condition. TELUS will also require produce proof of purchase (e.g. the purchase receipt) when returning the device.

Once TELUS has received the return, a credit is applied to the original credit card used to purchase the device during the online transaction. Please note that the return only applies to the hardware, not the service agreement.

 

14. Is there a limit to the number of devices a client can pre-order?

Yes. There is a limit of one device per customer.

 

15. What do I do with my old device when I get my new one?

You could pass your device to a family member or friend and they can enjoy at least $50 in airtime credits when they activate it with TELUS. Click here for more information.

 

16. Can I purchase accessories with my pre-order?

Yes. You can now purchase the most popular accessories with your pre-order. The accessories will be conveniently shipped to your home with the iPhone.

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