Frequently Asked Questions

Welcome to the SoftwareCity.ca Customer Care Center. At SoftwareCity.ca, our number one priority is your satisfaction. We created the SoftwareCity.ca Customer Care program to make sure that every experience with SoftwareCity.ca offers value, convenience and satisfaction.

Please make sure that you have created an account with SoftwareCity.ca.

At this time, we will only ship within Canada,we will not ship outside of Canada. Currently,the only acceptable method of payment will be canadian credit cards (visa or mastercard). All orders are shipped, and cannot be picked up from our distribution centers.

In most cases orders are processed immediately, often shipping the same day for in-stock items provided it is received within our regular business hours. We will make every effort to make sure orders are processed as soon as possible, and no unnecessary delays occur in processing an order.

Orders will be processed on a first come, first serve basis. During busy periods, delays may occur. All orders will be processed no later than 2 business days upon receipt, provided the items are in stock and there are no problems with the payment verification.

Items are allocated to your order when your order is being processed and after your payment has been verified, so on rare occasions stock may change by the time an order has reached completion. Once an order request has been received by us, you will receive periodic e-mails from us regarding the processing of your order. Within 24hours you can log into the "track your order" section of your Account in the SoftwareCity.ca website.

Each product page at SoftwareCity.ca indicates the Availability of an item below the price. Our real-time stock & availability application displays stock status (15 minutes delayed) for most products. We cannot guarantee stock for your order on all items with limited quantities that may be "pulled" for other customers while your order is being processed.

IN STOCK - This item is in stock at our warehouse and is shipped as soon as possible. It will usually ship in 1 to 2 business days, but every effort will be made to ship the same day an order is processed. With the exception of oversized or heavy freight items, or items being delivered to remote areas.

BACK ORDERED - An item that is currently out of stock and has been back ordered. Often, an estimated date of arrival is given, and this item can be pre-ordered and shipped as soon as new stock arrives.

While every effort is made to insure that availability and stock status is accurate, we cannot be responsible for inaccuracies published on the web site as they are dependant on supplier accuracy and information. A confirmation email will be sent once the order has been shipped.

You will be charged for a backordered item once it has been confirmed that the item has shipped. After your order for an out of stock product is submitted, we will notify you as we receive information of its anticipated delivery date from our warehouse. Any in stock products from your order will be shipped right away. For items that are backordered, you will receive periodic reminders of back ordered items and you will be given an opportunity to cancel any outstanding back orders with us.

In the event the product is unavailable, or if you wish to cancel the back ordered item before it is shipped, you will be issued a refund using the same method of payment you used to place the order. SoftwareCity.ca will make every attempt to promptly issue refunds, but during busy periods, allow up to 2 to 4 business days for refunds to be processed and applied to your credit card.

Items that are unavailable will be placed on back order, and the remainder of your order will be shipped. Please check our web site for the back ordered item's estimated time of arrival. Please note that these dates are estimates provided to us by the manufacturers and are not guaranteed to arrive on that date.

For items that are backordered, you will receive periodic reminders of back ordered items and you will be given an opportunity to cancel any outstanding back orders with us.

Where possible, we will make every effort to alert customers of potential delays, or possible substitutions to the originally ordered item (such as a video card or RAM with similar specifications).

At SoftwareCity.ca, we guarantee your privacy and on-line shopping safety.

We will never share your personal and private information with anyone, and any personal information we do collect, we will only use to properly process and deliver your order.

We are secured with a Verisign SSL certificate to insure that your personal information is encrypted and secured when you communicate with SoftwareCity.ca. We further insure your privacy by making sure that access to the data is given only to the SoftwareCity.ca team members that need to access your information to process your order.

Upon processing of an order, SoftwareCity.ca will charge the total amount of the order to your credit card. In stock items will be shipped as soon as possible. Backordered items will ship as they become available. Credits or refunds will be issued for unavailable items and overdue backordered items as soon as requested or determined that an item is not available.

SoftwareCity.ca does NOT charge any credit card or payment surcharges. We gladly accept the following payment methods:

  • Visa
  • Mastercard

First time customer with SoftwareCity.ca may experience a 1 to 2 business day delay in processing your initial order, to allow for credit card payment verification and security checks.

No C.O.D. orders will be accepted. Sorry, no credit cards issued outside of Canada will be accepted as payment.

All orders shipping within Canada will be charged the applicable provincial sales tax (PST) and Goods and Services Tax, except for Government orders and orders bound to destinations where GST is exempt. Harmonized Sales Tax (HST) will be charged to residents of New Brunswick, Nova Scotia and Newfoundland. All orders shipped after July 1st 2010 to Ontario will also be charged the HST.

You may request a cancellation of your order by emailing [email protected] (please include your order confirmation number) or by calling customer service at 1-855-721-0241

Once an order has been processed you cannot cancel your order, but you may return items in accordance with our returns policy, and will be subject to a restocking fee. Otherwise, please call during our business hours to cancel your order. If your account has already been charged, we will process a credit back to you usually within 2 to 3 business days.

SoftwareCity.ca warrants product(s) to be in good working condition and free from defects in material and workmanship for a period of fifteen (15) days from the original Invoice date unless stated otherwise on the product page or by the manufacturer's own warranty policy.

After that period, items are often covered by a manufacturer's warranty, but will vary depending on the product in question. Please refer to the manufacturer's web site for details.

If your product is not functioning properly upon arrival (DOA items) , please send a detailed email (but not later than 15 days from purchase for DOA items) to request an RMA to [email protected]. SoftwareCity.ca will replace a defective product with an exchange of the same item once we have received confirmation of the defective items return to the provided warehouse location. You need to also allow a reasonable period of time for the product to arrive at our warehouse and pass an inspection process. When your return is accepted, we will process your credit as soon as possible. All returns are subject to the terms and conditions of the RMA return authorization. For full details on return polices, please see our Terms and Conditions.

To return a product you will require a RMA(Return Merchandise Authorization) from us.

When you purchase any product from SoftwareCity.ca, you are entitled to its manufacturer's warranty against defective merchandise. Most of our major manufacturers’ policies require that you contact them directly for assistance regarding their products. These manufacturers will repair, return or replace them in accordance with their own policies. Please contact the respective manufacturer for additional details.

Physical damage to any product will void the product's warranty. Modifying a product in a permanent way is considered physical damage. SoftwareCity.ca cannot honor warranty for CPU's that have bent pins, cracked or chipped cores, burnt or otherwise sustained any other type of physical damage. Physical damage voids any warranty previously implied for any product. Please see the products manual for further details on warranty guidelines.

Software, DVDs and video games must be in the original box and unopened (still in its original shrink wrap). Please note that due to advances in CD and DVD copying technology, we do not accept any opened or used software, DVDs or video games.

Defective software will be exchanged with the same title and is subject to availability.

Before returning defective software, we ask that the manufacturer be contacted for trouble shooting as well as to obtain a case number. The manufacturer will have solutions to the majority of your questions concerning the software. Once the manufacturer has been contacted and still no remedy has been found, you may then contact our customer service.

Strongly recommended: Please make sure, that your system meets all system requirements before purchasing. Where possible, SoftwareCity.ca will publish system requirements next to the description of the software, but we also recommend that requirements be confirmed from the publisher's web site. SoftwareCity.ca will not return software due to failure of meeting system requirements.

Due to supplier and manufacturer restrictions, ALL opened items will be non-refundable. All returns are subject to prior approval from SoftwareCity.ca. Products that are returned without prior RMA approval will be refused and returned back to the customer at your own expense with NO exceptions. Items that are unopened and still in its original shrink wrap and sealed, can be returned, within 15 days of purchase, unless marked as non-returnable. Please be advised that all RAM is NON-RETURNABLE. All items returned to us must be shipped pre-paid.

Items eligible for return are subject to a 20% restocking fee or $40.00 whichever is greater, and if approved by SoftwareCity.ca would be eligible for exchange, merchandise credit or refund. Credits will be in the amount originally charged at the time of order; some exceptions may apply due to promotional pricing. Software must be in its original box and unopened (still sealed in its original shrink wrap). Defective software will be exchanged with the same title (subject to availability). SHIPPING IS NON REFUNDABLE.

For all return requests, please send a detailed email to [email protected] All products being returned must be approved by SoftwareCity.ca and issued a valid Return Merchandise Authorization (RMA) number within 15 days. After 15 days from purchase we can no longer issue an RMA and will refer you to the manufacturer for warranty service. RMAs expire 15 days after they are issued.

You may request a RMA using our online RMA system form.

All returned products must be 100% complete in original packaging and in resalable condition, with all packaging, software, manuals, blank warranty cards and other accessories and documentation included.

Please affix a separate piece of paper with a valid RMA number to the outside of the packaging without causing damage to the original box or shrink wrap (do not write directly on the original packaging as this will void the return approval). Incomplete or unauthorized returns will be refused. The customer is responsible for any additional damage to an item or loss during shipment to SoftwareCity.ca.

Every package leaving SoftwareCity.ca is carefully packaged before shipping. Larger products, such as monitors, will be shipped in its original packaging. Most orders will be shipped from one of our 6 Canadian warehouses via Purolator ground or UPS ground unless otherwise specified in the order (such as air shipping where additional fees may apply). You will receive an email providing you with the tracking number associated with your shipment. Couriers do not ship to P.O. Box numbers. Weekend delivery is not available. We do not process or ship orders on weekends or holidays.

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