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.

Important: The scheduled delivery date cannot be changed.

  1. 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: 

    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 of your phone can be made to an address other than the billing address linked to your credit card.
    • However, the package will be addressed to the holder of this credit card.
    • A signature will be required from the person present at the time of delivery to confirm receipt of the package.

    If you are expecting delivery of a Wi-Fi modem:  
    • The delivery will be made to the home address associated with the residential Internet plan for which the modem was ordered.
    • A signature will be required from the person present at the time of delivery to confirm the reception of the package.


    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 there is an issue with the delivery of your phone or modem:

    Log into your account and go to My Profile > Order History > View Details

    1. Click on the shipping number to go to the courier's website.
    2. 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.

    3. If the courier cannot retry delivery, contact us using the chat bubble.
       

     * Please note that the delivery address of the modem cannot be changed.

     
    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.

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