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FAQ
ANSWERS? WE'VE GOT THEM.
Here are the questions we are most frequently being asked:
SHIPPING & DELIVERY
How do you handle shipping and delivery?
No shipping/delivery charge if you pay cash and pick-up in our main store.
You will be charged a $25 non-refundable shipping/delivery/installing fee under the following circustances:
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We ship to a Canadian destination per your order; or
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We deliver and install the VoIP Telephone Adapter at customer's home close to our main store.; or
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You buy or pick-up at one of our affiliate locations.
How long does shipping/delivery take?
Upon receipt of your payment and we have the VoIP Telephone Adapters in stock, we will ship or deliver within 2 business days.
RETURNS
What is your return policy?
We accept returns during warranty period if no customer-caused damage is found in the VoIP Telephone Adapter. Please contact us before shipping the return.
Do you refund?
VoIP phone number activation charge and "keep your existing phone number" transfer fee are charged by the VoIP phone company. No refund at any circumstances.
The VoIP Telephone Adapter is warranted for 14 calendar days. If the configuration does not work for your specific situation during this period, we will refund the price of the device, in the same form of payment that you used on purchase.
All shipping/delivery fees are not refundable.
PAYMENT & WARRANTY
What forms of payment do you accept?
We accept cash only for in-store purchases. You will use INTERAC e-Transfer for online orders. Personal cheques and debit/credit card are not accepted.
Will I be charged for taxes?
Sales taxes are included in our quoted price, keeping our retail price uniform nationwide in Canada.
What are your warranty terms & conditions?
14 calendar days from customer's receipt of the VoIP Telephone Adapter. We offer free configuration adjustment or replacement of the device during the warranty period.
TECHNICAL ISSUES
May I connect the telephone adapter to a wall telephone jack?
Only when all traditional outside telephone lines have been disconnected from the domestic circuits, then you can plug your VoIP Telephone Adapter to the wall telephone jack. However, you may not use more than 3 telephone jacks for corded phones in your domestic circuits. Otherwise your VoIP Telephone Adapter may be damaged and its warranty will be voided.
Why my VoIP phone conversation is sometimes very clear and sometimes not?
Like Vonage, ComWave, iTalkBB, CIK, Vbuzzer, etc., your VoIP home phone shares your internet connnection with other systems and applications (desktop, laptop, mobile wifi, Internet TV, etc.) When these other systems compete and consume a big chunk of your bandwidth, your phone may sound unclear. Stop the bandwidth-consuming activity or modify your router settings to reserve about 100KB priority bandwidth for your VoIP Telephone Adapter, and your VoIP home phone conversation will get back to normal.
How long will it take to get my existing phone number ported to my new home phone account?
Normally 3 weeks. During that period you must not have your current telephone service disconnected before the telephone number has been ported. You must be the owner (or become the owner and change to your own address) of that phone number. You still need to activate a new VoIP home phone account first, and get your existing number ported to the new VoIP home phone account. When the porting process is done, you will get a completion notice, and you will start using the VoIP Telephone Adapter for calls.
How can I refill long distance credit, review or print monthly statement?
You will manage your account at the VoIP phone company through an online portal. You may refill "pay as you go" credits and review/print your phone record or statement very easily by yourself any time.
FOLLOWUP SERVICES
Do you offer services after the warranty term?
The VoIP Telephone Adapter has been well configured. Once it works at your home, it will last for many years without any further configuration or update/upgrade. Should you need to have the settings modified after the warranty period, we charge a $25 flat fee each time; shipping/delivery fee is extra if applicable.