How do I contact Customer Support?

dial: 1-800-663-2275

email: service@futureshop.com

Gift Advice

I don't know what to buy my mom/uncle/girlfriend for Christmas, can you help?

Sure can!  Post your question on the Holiday Help Centre board, include details like age of recipient, their general interests and price range to find out what others recommend. 

Exchanges and Returns

Can my niece/son/friend exchange their ipod/cd/wii that I bought them without a receipt?

You do need the original receipt in order to return a gift.  If you have the gift receipt, you can exchange your product if you are within the allotted time frame.  We'll gladly give you a refund or exchange on your Gift purchases until January 3rd, 2010 or for 30 days fromthe date of purchase - whichever is longer.  A store credit will be issued for all Gift Receipt returns.  To ensure quality service, returns and exchanges will not processed on December 26-27.

I'm buying a gift online, if it's not the right one, how can I exchange/return it?

Exchanging or returning online purchases is very simple: you can take the product to your local store or send it back to us in the mail.  For more details, click here.

I found an advertised price that is less than what I paid for the gift at Future Shop, will you price match it?

Yes, Future Shop will beat any advertised price from October 30 until January 3rd, 2010.  The advertised item must be for the same brand and model and teh product must be new and factory sealed, and subject to a manugacturer's warranty applicable in Canada.  Other conditions apply, for more details, click here.

Online Orders

Why can't I cancel the order I made online?

Once the order has been processed, it gets shipped to you and can't be cancelled.  You can, however, take the product once you've received it and return it - for more details, click here.

If I buy an item online, does it decrease the stock available in my local store?

The online stock gets pulled from a different inventory than your local stores.  However, if you use the in store pick-up option, then your order will be pulled from that store's stock and not the online stock.

How can I see my billing information online?

Go to My Orders and log into your account.

Can I purchase a PSP after I've bought an item online?

Yes, simply visit your local Future Shop store within 30 days of receipt of your purchase and request your product's Product Service Plan.

If an item is sold out online, does that mean there aren't any available in store?

The online stock gets pulled from a different inventory than your local stores.  Use the store stock checker (on the Product Detail Page) to view stock availability at your local store.

Payment Options & Gift Cards

What methods of payment do you accept online?

Futureshop.ca accepts Credit Cards (Visa, MasterCard, Future Shop Credit Card, and American Express) and Future Shop gift cards.

How do I apply for a Future Shop Credit Card?

ONLINE: click here to learn more and download the application form.  Fill it out and fax it to 1-800-465-6156 or mail it to:

Future Shop Canada

P.O. Box 96 Station Main

Montreal, Quebec

H1V 3L6

IN STORE: go to the customer service desk and have an associate process your Future Shop Credit Card application on the spot.

How long does it take to get approved for a Future Shop credit card?

If you apply in store and have a piece of government ID (like a Driver's License) and a major credit card, your application can be processed within 2-3 minutes.  If you have a piece of government ID, but not a major credit card, then the process will take around 10 minutes.

How can I see my Future Shop credit card statement online?

Future Shop's online account management site eCare allows you to receive all your previous statements since your account was opened.  You can also view recent transactions, update your profile and more.

Can I pay off my Future Shop credit card with gift cards?

Future Shop gift cards are not an accepted form on payment for your Future Shop credit card.

Can I place multiple gift cards onto one gift card?

Yes, you can go in store and combine multiple gift cards onto one card.

Can I use multiple gift cards towards a single purchase?

Yes, you can use up to 3 gift cards to purchase online.

Can I order a Gift Card online?

Yes, you can let them get what they want with a Future Shop Gift Card!  Always the right size, the right colour and the right choice - it's the perfect gift this holiday season.  They're available in any amount and you can use it online at futureshop.ca or at any of the over 130 stores across Canada.  For more details, click here.

Shipping

How can I get FREE Shipping on my order?
Future Shop offers free shipping on purchases over $39 and on gift card orders.  Some restrictions apply, for more details, click here.

Can I purchase online and pick up my order at my local Future Shop Store?
Yes, you can now place an order online at futureshop.ca and pick it up at your nearest Future Shop store. In Store pick up is fast and convenient and you automatically pay the lowest price. For more details, click here.

When will my item ship?

Our Shipping Estimator tool in your Shopping Cart provides an estimate of the delivery times for each shipping option.  Actual shipment arrival depends on the availability of the product and the shipping method you select.  Delivery is also influenced by order processing time (which includes credit verification and time to pick and pack your order).  During busy periods and holidays, delivery may take longer than estimated so please allow extra time for product arrival.

What are my shipping options for the holiday season?

Ground Shipping: The economical delivery method.

Express/Air Shipping: The fastest delivery... When you can't wait for your cool stuff.

Special Delivery: For heavy or bulky items that need installation (cannot be picked up in a store or shipped by Air).

For more details, click here.

If multiple items are ordered you may also have the option to:

Option 1: Ship items together in as few shipments as possible.
Option 2: Ship items as they are available.

Our goal is to fulfill your order as quickly as possible and have it delivered to your destination.

The number of shipments you receive will be dependent on the stock availability in our distribution centers. Whenever possible, we will group items together to have as few shipments as possible and will ship items from the distribution center that's closest to your shipping destination to minimize the delivery time.

Shipping costs are the same for both options that are available:

Option 1:

» Ship items together in as few shipments as possible.

» Choose this if you prefer fewer shipments or need items together.

» You may have to wait longer for your order to ship.

» Please keep in mind that the shipping estimator may underestimate the delivery time if this option is chosen.

Option 2:

» Ship items as they are available.

» Choose this if ordering items with different availability dates, so the slower items don't hold up the rest of your order.

» You'll get some of your items faster. Some products may be in stock in one of our distribution centers and not the other. We will determine how we can get the product to your door the fastest. In some cases we can achieve this by shipping the item from a distribution center farther away that has the item in stock. » Remember you don't incur any additional shipping cost for us to do this.

If my package gets lost, who do I contact?

You can contact Customer Support at 1-800-663-2275 with your order number and tracking number (which can be found by going to My Orders and logging in).

Does Future Shop offer free shipping?

Free shipping is offered on orders over $39 and on gift card purchases.

Does Future Shop ship outside of Canada?

Unfortunately, Future Shop is unable to ship orders outside of Canada.

Can I send a gift purchased online to my son/friend/dog at a different address than the billing address?

Absolutely (so long as it's inside Canada).  Just enter the address where you want your product to be shipped in the "Ship to" portion of the checkout process.

What does "Item Status: Confirming Availability" mean? 

This message will appear when the product is in the pipeline (as in being allocated or on backorder).

I received a confirmation email, but then received another email saying that my order can't be processed - what's going on?

As soon as you place an order, a confirmation email will be sent to you.  If there is an issue with inventory or your credit card, another follow-up email will be sent notifying you that there is an issue.

Canada Post lost my package and delivered it 2 weeks late - can I get a refund on shipping?

Please call 1-800-663-2275 to speak with our Customer Support Centre.

I haven't received my package yet, but my account shows that I have, what do I do?

Please call 1-800-663-2275 to speak with our Customer Support Centre.

What does "no safe drop" mean?

Canada Post will not leave a package on your doorstep if you are not home to receive it.  Instead they'll leave you a note with an address to the closest Postal Outlet where you can pick up your package by showing a valid piece of government ID.

What happens if I'm not home to receive my shipment?

Canada Post has the most comprehensive network of postal outlets in Canada, so if you are not home to receive your package, they'll leave a note with an address to the closest Postal Outlet where you can pick up your package by showing a valid piece of government ID.

The wrong product was shipped to me - what do I do?

Please call 1-800-663-2275 to speak with our Customer Support Centre.

Laura

Social Community Specialist
twitter.com/FS_Connect

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