ACN/TELUS Mobility Web Store Policy

Payments

All prices listed are in Canadian dollars. Payment must be made using a valid credit card. We accept Visa, MasterCard and American Express.

Fulfillment

Once you have completed your purchase, you will receive an email confirming your order. The email will include your sales order number, summary of your purchases and programming instructions for your handset(s). An official receipt will be mailed to you, separate from your order. Use the official receipt for any returns and warranties.

Shipping & Delivery Information

We have partnered with UPS Courier service to provide you with up-to-the-minute tracking of your shipment and reliable delivery. Shipping is free of charge on all orders made at the ACN/TELUS Mobility Web Store.

Your order should arrive 3 to 5 business days from the date of purchase.

We deliver anywhere in Canada. Orders sent to P.O. boxes and Rural Route addresses must include a street address and phone number for proper delivery. Please state your buzzer number if you live in an apartment. Use the Special Instruction field, to give us any additional delivery information (i.e. leave at the back door, leave without signature).

Note: ACN and TELUS Mobility are not responsible for incorrect addresses, phone numbers, and insufficient delivery information placed on the initial order. Packages missing any required information will be returned to TELUS Mobility.

We are currently unable to accept or ship orders outside of Canada.

UPS Courier Service

Please note that a signature is required for delivery to be completed. The package must be accepted and signed for at the specified delivery address.

If you are unavailable at the initial delivery, a postcard stating that the courier will try again the next day between 9 am and 5 pm will be left at your premises. You may also sign the card and leave it on the front of the door, indicating that you authorize the courier to leave the package at the door without a signature. The courier will attempt to deliver the package three times.

If you are still unavailable and have not waived your signature by signing the card, you will receive another postcard stating that you may contact UPS to re-direct the delivery to another location (e.g. your work address), or pick up the package at their distribution centre. You have 10 days to collect your phone from the day you received the first postcard. If the package is not picked up within this time, it will be returned to TELUS Mobility.

Return Policy

ACN and TELUS Mobility want to make sure you're happy with your online purchase. If you aren't completely satisfied, you can return your wireless phone with the official sales receipt within 30 days of the purchase date.

To receive a refund, the merchandise must be returned in its original condition and packaging, and in its entirety.

There are no returns or refunds on wireless accessories.

To return your PCS phone, please call 1-866-295-0124. Our hours of operation are Monday through Friday, 9 am to 5 pm EST.

Once we have received your handset in its original packaging along with your proof of purchase, we'll apply a credit to the credit card you provided for the transaction. Please note that product returns are not accepted at TELUS Mobility dealers and retail stores.

Our 30-day return policy is only applicable for online purchases made at the ACN/TELUS Mobility Web store.

While a handset can be returned/exchanged, the contract for service is the customer’s responsibility until expiration.

Phones purchased on a service contract may be exchanged free of charge; however, if you cancel your contract, cancellation charges will apply.

Privacy

At TELUS, we respect our customers' privacy. We have a long-standing policy of protecting the privacy of our customers in all of our business operations as outlined in our TELUS Privacy Code. ¹

Our Privacy Code reflects the requirements of Canada's privacy legislation, the "Personal Information Protection and Electronic Documents Act", as well as our own continuing commitment to protecting the information of our customers.

We've created this site to inform you about our privacy practices. We want you to understand the purposes for which we collect personal information about our customers. And we want to be sure that we have your consent to continue to collect, use and disclose your personal information for those purposes.

The following is a brief summary of our privacy practices.

Why we collect personal information

If you are a TELUS customer, TELUS has some basic information about you. We understand that some of this information is private, which is why we collect personal information only for the following purposes:

1. To establish and maintain a responsible commercial relationship with you and to provide ongoing service. For example, when you apply for service, we collect information that allows us to confirm your identity and credit history so that we can accurately bill and collect for the products and services that you receive from us. We may collect credit card or bank account information, if you prefer the convenience of pre-authorized payment for services.

2. To understand your needs and preferences. We maintain a record of the products and services you receive from us, and we may ask for additional information so that we can serve you better. For example, we will ask for your email address, if you wish to pay your bills electronically.

3. To develop, enhance, market or provide products and services. For example, we look at how our customers use our products and services, so that we can understand how to improve them. From time to time, we may review and analyze your use of our products and services to help us provide better product recommendations and special offers that we think will interest you.

4. To manage and develop our business and operations. For example, we analyze customer usage of our networks and facilities to help us manage them efficiently and plan for future growth.

5. To meet legal and regulatory requirements. For example, we may collect information in response to a court order, or to satisfy a request by the Canadian Radio-television and Telecommunications Commission (the "CRTC") for information about a customer complaint and how it was resolved.

When do we disclose personal information?

There is a variety of circumstances where we may need to disclose some personal information about our customers. Here are some examples:

1. We may disclose a customer's personal information to a person who, in the reasonable judgement of TELUS, is seeking the information as an agent of the customer. For example, we may provide information about a customer's account to the customer's legal representative if we are satisfied that that individual is requesting the information on behalf of the customer.

2. Subject to applicable CRTC regulations, customer information may be shared among TELUS business units to help us serve our customers better and to provide them with services, such as Combined Voice Mail and Internet Call Director, which combine services from different parts of our organization.

3. We may disclose a customer's personal information to:

Any such disclosure of a customer's personal information outside of TELUS is made on a confidential basis with the information to be used only for the purpose for which it was disclosed.

4. Subject to applicable CRTC regulations, we may disclose a customer's personal information to a credit reporting agency.

5. We may disclose a customer's personal information to a public authority or agent of a public authority, if in the reasonable judgement of TELUS, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information. If a customer calls 911, we will provide the customer's name, address and telephone number to the emergency agency.

6. In conjunction with special offers or programs, we may disclose customers' personal information to our program partners, or to third-party agents responsible for administering such offers or programs. Any such disclosure is made on a confidential basis with the customer's express consent.

How do we protect your personal information?

In order to protect your personal information and your right to privacy, TELUS:

1. will not collect, use or disclose your personal information for any purpose other than those identified above, except with your consent;

2. will protect your personal information with appropriate security safeguards;

3. will protect the confidentiality of your personal information when dealing with other companies;

4. will strive to keep your personal information as accurate and up-to-date as is necessary for the purposes identified above; and

5. will honour any request you may make for access to your personal information.

What are your choices?

We would like to have your consent to continue to collect, use and disclose your personal information for the purposes identified above. However, you do have choices and can refuse or withdraw your consent as follows:

1. You may have your name removed from our telephone, mail or email marketing lists. We use these lists to inform you of relevant products, services and special offers that may be of benefit to you.

2. Our directory publisher makes available lists of published names, addresses and phone numbers to selected organizations for a fee. You may choose to be excluded from these lists (non-published names, addresses and phone numbers are automatically excluded).

3. You may refuse to provide personal information to us. You may also withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. However, in either case, this may limit our ability to serve you.

If you have any questions or concerns about our privacy practices, please call us at 1-800-567-0000. Otherwise, we will assume that we have your consent to continue to collect, use and disclose your personal information for the purposes identified above.

¹ On this site, the words "we" or "TELUS" refer to TELUS Corporation and its subsidiary companies, as they may exist from time to time. These include, without limitation, the subsidiaries which carry on business under the following names: TELUS, TELUS Communications Company, TELUS Mobility, and TELUS Québec. The words "we" and "TELUS" do not include independent dealers and distributors of TELUS products and services.

Contact Us

For any inquiries regarding the web store contact please call 1-866-295-0124. Our hours of operation are Monday through Friday, 9 am to 5 pm EST. Or email us at acnorders@telus.com.

Mailing Address:
TELUS Mobility Client Care
200 Consilium Place, Suite 1600
Scarborough, Ontario,
Canada
M1H 3J3