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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. Important: The scheduled delivery date cannot be changed. What are the delivery times for a SIM card or a device? 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: Log into your account and go to My settings > Order history > View Details 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. 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 settings > 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. Particulars for the delivery of a phone or a Wi-Fi modem. If you are expecting delivery of

Due to the current context at Canada Post, there may be additional delays in receiving your phone return. Rest assured that your return request will be processed without any issues. We appreciate your understanding and patience. Instructions to return your phone Once your online return request has been submitted, you’ll receive a confirmation email with your return label. Here are the steps to follow: Pack your phone and its accessories securely in a reasonably sized box. Print your return label or present your QR code at a Canada Post deposit location. Bring your package to the Canada Post drop-off location before the indicated date - you have 30 days once your return request is submitted. Track the status of your return directly in your account under My Phones > Follow my return. Important: if this device is considered hazardous equipment, please add the mention Hazardous equipment on your package. Preparing your package For a 15-day return, your phone must be in its original box . Don’t forget to include all its accessories and the charger. For a warranty claim, send your phone along with its charger. Pack everything securely in a reasonably sized box to avoid any damage during shipping. You are responsible for your package until Fizz receives it. Consider using a phone return mailing box available at Canada Post. Head to a Canada Post deposit location Make your way to a Canada Post drop-off location with your package with the return label on it or your confirmation email showing your QR code. Respect the deadline outlined in your confirmation email. If you miss your deadline, Canada Post will not accept your package, and you’ll have to resubmit a new return request. Tracking the status of your return You can track your package and the status of your return

To request your tax exemption or send us your updated supporting documents, please contact us by chat: log into your Fizz account and click on the chat bubble in the bottom right corner of this page during our business hours. Please visit The Canada Revenue Agency (CRA) to be aware of GST/HST requirements that apply as an Indian, an Indian band, and band-empowered entity under the Indian Act. We recognize that many Indigenous peoples in Canada prefer not to describe themselves as Indians. However, the term Indian is used because it has a legal meaning in the Indian Act. Find out if you have to pay the GST/HST In general, Indigenous peoples in Canada are required to pay taxes on the same basis as other people in Canada, except where the limited exemption under Section 87 of the Indian Act applies. Section 87 says that the "personal property of an Indian or a band situated on a reserve" is tax exempt. Inuit and Métis people are not eligible for this exemption and generally do not live on reserves. Documents you need to get GST/HST relief As an Indian, it is necessary that you acquire a proof of registration with Aboriginal Affairs and Northern Development Canada (AANDC) to be eligible for GST/HST relief. For more information, see Indian Status. Certificate of Indian Status card – On your customer form, please include your 9- or 10- digit registry number or your band name and family number (commonly referred to as the band number/treaty number), which is found on your card and attached to a copy of your certificate. Temporary Confirmation of Registration Document (TCRD) – Photocopies of the TCRD do not qualify as appropriate documentation, you must to send your Certificate of Indian Status card. If any changes are made to the

Due to the current context at Canada Post, there may be additional delays in receiving the return of your Fizz modem. Rest assured that your cancellation request will be processed without any issues. We appreciate your understanding and patience. Before we get into the swing of things, know that based on the date you unsubscribe from your Home Internet plan: You have 15 days to return your Fizz Wi-Fi modem (and its power cable). Failure to do so means you will be automatically charged the modem replacement fee, as per your Services agreement. If you are charged this amount but do end up sending us back the modem, then no worries, you will be automatically refunded. Once your modem is returned, it will take (approximately) 4-6 weeks to receive, if applicable, your prorated refund for the monthly fee you paid based on the days left, if any, in your payment cycle. Pack the modem carefully Important: Make sure that nothing is taped on the modem, and its barcode is legible. Find a box that is not too big to make sure the modem is snug and not tossed around. A box of size 12 ¼ x 9 ¼ x 5 ¼ inches is ideal. The box must also be sufficiently sturdy, so the modem is well protected. Canada Post has guidelines on the best way to wrap a package for shipping . Have your return ID number handy Download, print or write down your return ID number. Canada Post will need this number to print your free return label. Hint: The return ID number is written right under the barcode: There are two ways to find your return ID number: In the confirmation email you received when you unsubscribed from Fizz. In your Fizz account: Once signed in, go to