What are the instructions to pack and send my phone to Fizz?

Once your online return request has been submitted, you’ll receive a confirmation email with your return ID number and barcodes.

You’ll need to present this info to Canada Post to have your free return label printed.

If you lose that confirmation email, you can find this information in your Fizz account  directly in your Return history.

Write down your return ID number on a piece of paper, and make sure to pack that paper with your phone:

• 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 smartphone return mailing box available at Canada Post.

Make your way to a Canada Post deposit location with your package, and your confirmation email showing your return ID number and your two barcodes.

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.

The tracking number on the Canada Post receipt is the ONLY proof for the return of your phone. 

It is important to keep that receipt since you are responsible for your package until Fizz receives it. You’ll need this Canada Post receipt if there’s an issue with shipping and need to make a reclamation with Canada Post.

If you have lost your Canada Post receipt, you can also track your package with the authorization code provided with your phone return. Here's how:

1. Visit the Tracking section of the Canada Post website
2. Enter the unique authorization number that you received by email following your return request. This code is unique to each customer that submit a return request.
   
   It looks like this: 
   
   
3. Click Track
4. You will have access to the latest updates on your return shipment. 

You can track your package and the status of your return directly in your Return history.

Log into your Fizz account and go under My phones/Manage my phone/Return history.