When will my Fizz package be delivered?

The delivery of your package, whether it is a SIM card, a phone or a Wi-Fi modem, is done by a third party. The delivery date indicated on your order summary is for reference only; Fizz cannot guarantee a specific delivery date.

  1. What are the delivery times?

    You should plan between 2 to 5 working days for the delivery of a SIM card. Deliveries are made from Monday to Friday between 8:00 am and 5:00 pm. If the delivery time includes a holiday, it will take an extra day for delivery. 

     

    For a phone or Wi-Fi modem, you will receive an email with a tracking number to follow your package. 

     

    To check the status of your delivery: 

    1. Log into your account and go to My profile > Order history > View Details
    2. Click on the shipment number to view your delivery details on the courier's website.

     

    Good to know: for Planète Courrier, go to "click for more info" and enter the postal code of the delivery address to see the delivery details. 

     

    An issue with your delivery? 

    Contact the courier directly. If their team can't help you, contact us by chat and we'll see what's the best way to help you.

  1. I missed my delivery of a phone or Wi-Fi modem. What should I do?

    Instructions to follow will be available in your Order History. From your Fizz account, go to My Profile > Order History > View Details

     

    Click on the shipping number to access the courier instructions. You may need to schedule a new delivery attempt, or need to pick up your package yourself for example.

  1. Particulars for the delivery of a phone or a Wi-Fi modem.

    If you are expecting delivery of a phone:

    • The delivery will be made to the address associated with the credit card used for its purchase.
    • The package will be addressed to the credit card holder who will be required to present a valid photo ID and sign for the delivery.  

     

    If you are expecting delivery of a Wi-Fi modem:  

    • Delivery will be made to the home address associated with the Home Internet plan for which the modem was ordered.
    • A person 18 years of age or older must be present when the package is delivered.  

     

    In all cases, the delivery company reserves the right not to complete the delivery if the conditions listed above are not met.

  1. Report an issue with my package

    If your SIM card delivery is marked as delivered and you haven’t received anything, or if there is an issue with the delivery of your phone or modem:

     

    1. Log into your account and go to My Profile > Order History > View Details
    2. Click on the shipping number to go to the courier's website.
    3. Verify that the shipping address is correct: if it is incorrect or incomplete, contact the courier to have the address corrected and schedule a new delivery attempt.
    4. If the courier cannot retry delivery, contact us using the chat bubble.

     

     

    If there is an issue with the delivery of your SIM card:

    1. Log into your account and go to My Profile > Order History > View Details
    2. Check that the delivery address is correct: if it is incorrect or incomplete, contact us. We'll see what's the best way to give you a helping hand.