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MOST FREQUENTLY ASKED QUESTIONS

You can find out about stock availability at your local The Source store by first making sure the “My Store” location in the top menu is set to your local store. Once your store is set, navigate to the product you are looking for to view availability online, at your selected store, or other stores close to your location. Product showing in-stock at your store can change before you visit depending on stock quantities and demand. If you only see “In Stock Online” this means the product you are viewing is available to purchase online only. If the product is not available at your closest store or is online only, you can choose to have the product shipped to your closest store or right to your home in a matter of days. Most orders over $50 before tax ship free to your home or closest store.

Find the location and hours of any The Source store using the Store Locator found at the top of thesource.ca page. The hours listed are updated regularly and will reflect holiday hours when applicable. You will also find a contact number listed; our Customer Care Team will be happy to help answer any questions you may have, or transfer you through to your local store team. Many questions can be answered very quickly by using our Live Chat option found on the right side of your screen during our regular Customer Care business hours.

Reserve In-Store is an easy way to reserve in-store product for quick pick-up within 24 hours. When available, you will be presented with this option at the checkout online. You will select your desired pick-up location and complete the checkout to request the reservation. You will then receive an email confirmation and a Store Associate will validate stock, then contact you by email or call of the next steps before you proceed to the store. Payment (cashless is preferred) will be transacted at the time of pick-up–not online. For full details, click here.

If you have a question about a product you are considering or have already purchased, we can help! If it’s a quick question, try our Live Chat option found on the right side of your screen or give our Customer Care team a call at 1-866-515-5855. To learn more about our products and what solution is best for your need, or to get a demo, visit any The Source store and speak to one of our in-store Tech Experts.

You can find full details on The Source’s Return & Exchange policy on thesource.ca. If your purchase is eligible for a return or if you have questions you can visit any The Source store or call our Customer Care team at 1-866-515-5855 to get help.

If you are looking to find the status of your order, you can visit our Track Order page or log into “My Account” on thesource.ca. Order tracking information is typically available 24 business hours after you placed your order. If you have other questions about your order, need to make a change or cancel your order, or received an e-mail about your order being placed on hold, contact our Customer Care Team right away at 1-866-515-5855. Please note that once an order has been processed (typically within 40 minutes of placing the order) we are unable to modify or cancel it. However, you will be able to return the order for a full refund once it arrives in-store or at your home.

To check the balance of a The Source Gift Card visit our Gift Card page on thesource.ca. You will need the full Gift Card number and the security code to check your balance. If you have any questions or need assistance call our Customer Care Team at 1-866-515-5855.

In order to access your account found at the top of the page on thesource.ca you will require the e-mail address and password that you signed up with. If you have forgotten your password, visit the My Account page and select the “Forgotten your password?” link. A password reset link will be e-mailed to the e-mail address you signed up with and you’ll be in your account within minutes. If you are still having difficulties please give our Customer Care Team a call at 1-866-515-5855.

See All FAQ

ACCOUNT

If you are having trouble logging in or accessing your account, please contact one of our Customer Care Associates at 1-866-515-5855; they will be happy to assist you.

Forgot your password? No problem, our system can e-mail it to you. Simply click the 'Forgotten your Password?' link above the Sign In button on the Login page. If you forgot the email address associated with your account, please call 1-866-515-5855 for assistance.

Once an e-mail address is used to create an account, it cannot be changed. If you wish, you can create a new account with a new e-mail address. Passwords can be changed by logging into your Account page. If you need further assistance please contact our Customer Care Team at 1-866-515-5855.

To set up your EPP account, visit the EPP registration page to begin. If you have additional questions or need further assistance, please contact our Customer Care Associates at 1-866-515-5855.

Set-up of your PSP account varies depending on the partner. To learn more about each partner visit our Partner Savings Program page.

Yes. We strive to give The Source for Business members the best value through an exclusive discount program. Visit our Source for Business page to learn more or complete our application to create your account. Discounts on bulk orders are also available.

You can view your account details and make changes from your Account page. If you require additional assistance, please contact our Customer Care Team at 1-866-515-5855. They will be happy to assist you

GENERAL INQUIRIES

Click here to subscribe to our emails for great deals, exclusive offers and the latest news from The Source. To unsubscribe, simply click the 'Unsubscribe' link in the most recent email you received to adjust your email preferences or remove yourself from our list.

To correct this issue, please contact our Customer Care Team at 1-866-515-5855, they will be happy to assist you. Please be aware that a pre-authorization charge may appear on your credit card statement at the time you place an order however payments will not be processed until your order has shipped.

Some manuals can be downloaded from the product page. If the manual or guide you are looking for is not available on the product page, you can call and speak to one of our our Customer Care Associates at 1-866-515-5855. They will be happy to assist you.

Learn more about our available dealer opportunities here at The Source Direct.

An Environmental Handling Fee is paid when you purchase a computer, television, monitor or any other applicable electronic device. Recycling programs are sustained by these fees. For further details regarding EHF fees in your province visit our Environmental Handling Fee page.

Delivering exceptional experiences is at the heart of what we do. If you had a great experience, we’d love to hear about it. If your experience was not as you would expect we’d appreciate the opportunity to make it right. Connect with our Customer Care Team by chat, phone, or e-mail from our Contact Us page.

Yes, all orders are reviewed by our fraud detection department for approval and processing. Once approved, orders are sent to our warehouse for packing and shipping.

At The Source we take your privacy and security seriously. The user and payment information you enter is transferred via a secure connection to ensure your personal privacy and security. For further explanation please see our Privacy and Security Policy.

SERVICES

Simply bring the product in need of a repair to your local The Source store or participating Dealer. We'll give you a quote on the repair, including labour and parts. Your product will then be shipped to the most convenient Repair Centre and, upon completion of the repair, returned to your local The Source store. If you need immediate assistance, please contact one of our Customer Care Associates at 1-866-515-5855; they will be happy to assist you.

We are your total battery solution! Just bring in your old rechargeable batteries from your cordless phone, cordless drill, notebook computer, electric shaver, or whatever other electronic devices you need to keep charged-up and leave it with our Battery Specialist to rebuild it! Click on Battery Rebuilds to learn more. If you would rather purchase a new replacement battery, visit our Battery Finder to help you find the battery you need.

SHIPPING

We recommend you register your tracking number with the carrier's notification app or site. This allows you to receive updates as they happen without the need to follow up. Our Customer Care team is unable to provide more details than the carrier's tracking can.

All shipping timelines are provided as an estimate. Delivery can be affected by how quickly your order is processed in our warehouse (typically 24-48 business hours) and based on the carrier's own typical timing from processing to delivery. This can be delayed during peak periods. Use the carrier links above to see if there are any regional delays that may affect your shipment.

No, once orders are shipped The Source is unable to expedite or guarantee a delivery time as it depends on the carrier's own delivery SLAs.

Once The Source has your order ready to ship, you will receive an email with tracking information. Our shipping partner then picks up your order and scans it to start populating tracking information. Generally, you will see a scan noting the receipt of your order, a scan when it's getting sorted at the carrier's hub, a scan once your package is out for delivery, and lastly, a scan notifying you that's it's been delivered.

Many of our shipping partners offer self-serve options on their site, or through their notification app. You may be able to make adjustments to where your order is delivered or authorize a door drop. Learn more on the carrier website applicable above.

In a situation where you did not receive an order that tracks as delivered, or if your order has been delayed over 2 weeks beyond the original estimated delivery date, you can log an investigation with the carrier using the links above. If you require support, contact The Source's Customer Care team at 1-866-515-5855.

Yes! Many products offered by The Source are available for our Reserve In-Store program. For full details, click here.

In-stock items will ship from our warehouse once you have received your order confirmation. We may split your order into multiple shipments depending on the availability of the products at the time of processing. In these instances you will only be charged once for shipping.

For estimates on how long it takes to ship to your area, refer to our Shipping Info page or call our Customer Care Associates at 1-866-515-5855. Please note that orders placed online will only ship within Canada.

You will receive an e-mail once your order has shipped. The e-mail is sent to the address you entered when you placed your order. You can track your order by logging into your account.Another e-mail will be sent to you when your order arrives in store and is ready for pick up.You can find the contact information for your local store in our online Store Locator.

SHOPPING

Products ordered online must be paid online at time of purchase. We accept Canadian issued MasterCard, American Express, VISA credit cards, VISA Debit, INTERAC Online service, Paypal, and The Source Gift Cards as methods of payment.

Yes, you can visit your local The Source location and place an order for any products available online while you are in the store, and have the product shipped for free to that store or any of our 400+ The Source locations. Simply speak to a Tech Expert and they will be happy to assist you.

Our Advantage Care Plans (ACP) are available on many products and offer you protection, convenience, value, and peace of mind. It is an affordable way to protect your tech. For more information on the Advantage Care Plan click here or call 1-866-384-3422 - Monday to Friday 9:00AM - 6:00PM EST.

Yes; our Trade Up & Save program allows you to trade in your smartphone or tablet. Bring your current device to any The Source store and we will give you a Gift Card equal to your device’s current trade-in value. Visit the Trade-Up & Save page for more details.

The Source does not sell unlocked cell phones.

We carry a wide range of ink and toner for printers of all kinds. Visit our Ink and Toner category to browse or search for the correct ink and toner cartridges for your printer.

Your credit card will not be charged until your order goes to the shipping process although you may see a pre-authorization hold on your statement. Debit and Gift Cards are charged at time of purchase.

The Source will match any advertised price on an identical product currently advertised in Canada. Some exceptions apply. See our Best Price Guarantee for details

To find out more regarding tax exemption, please call our Customer Care Associates at 1-866-515-5855 for assistance.

A copy of your invoice will be e-mailed to the e-mail address you provided when your order was placed. You can request another copy by contacting our Customer Care Team at 1-866-515-5855. If you have an account with The Source you can find past orders after logging into My Account under Order History.

You can check back for updates on the product availability, or call your local store. If an "expected to ship by” date appears on the product page, you can add it to your order and the product will be placed on backorder for you. Please note pre-order products will ship on their release date, not be received on that date. If there is no backorder option available for a product, then our suppliers are unfortunately sold out.

A backorder e-mail will be sent in the case of stock being unavailable or when a Customer places a pre-order for product before the official release date. Once stock is available to ship, you will receive another e-mail notifying you of the expected delivery date.

You can cancel or modify your order by e-mailing us through our Contact Us page. Alternatively, if you prefer, you can call and speak to our Customer Care Team at 1-866-515-5855. In the case of newly placed orders, you have an approximate 40-minute window after placing the order to modify or cancel your order.

Please contact our Customer Care Team at 1-866-515-5855; they will be happy to assist you.

Open Box items have had the boxes opened at some point during their time at the store, possibly to check colours or for a closer look at the product. The Source provides warranty protection on all open box products. Visit our Clearance and check out the great deals!

A refurbished item has been returned and then checked over by our product experts. The Source provides warranty protection on all refurbished items. Visit our Clearance and check out the great deals!

Yes, The Source offers warranty protection on all open box and refurbished products.

This product been inspected, reset to factory specs and is fully functional. It has been on display and operated for extended hours in-store. The product has been fully cleaned and sanitized. It includes all essential parts and accessories.

*Includes a 12 month warranty on all its parts and accessories* Packaging: The product ships in the original box wherever possible, however some items may be shipped in generic packaging. Visit our Clearance and check out the great deals!

If a product is discounted within 30 days of the original purchase date, a customer may claim a price protection or adjustment refund for the difference in price. In the case of a sale price, price protection must be claimed during the promotional period. For more information, please contact your local store or call one of our Customer Care Associates at 1-866-515-5855. Some exceptions apply.

From a personal wish list to a birthday wish list to a wedding wish list use thesource.ca to create a public or private wish list for any occasion. Many different wish lists can be created for the same account. Simply start by clicking 'Add to List' on any product page or by visiting your Account page.