Frequently Asked Questions (FAQ)

Need help?

In this section, you can find common questions asked by our customers.

What is your standard return policy?

We offer a 30-day return window for a 100% refund, provided the item is in its original, unopened condition.

How much does return shipping cost?

If you purchase a return shipping label from us, there is a $15 fee.

Can I return an item to purchase a different model ?

Yes, you can within the return window. The standard $15 return shipping fee will apply, and you will be charged or refunded for the price difference between the two devices.

Do open box items come with a warranty?

Yes. Although open box items are a final sale, they do include the Manufacturer 1-year warranty.

Can I split my payment between multiple methods (e.g., gift card and credit card)?

Yes. You can use a combination of payment methods, such as an Amex gift card and a Visa card. We can provide separate payment links to process the amounts accordingly, contact us when required.

Do you handle corporate purchases or invoicing?

Yes, corporate purchases and invoicing is possible.

How do I know when my order is confirmed?

Once payment is successfully processed and the item is reserved, you will receive an Order Confirmation notification email, typically with the reference number (e.g., S202510554).

What should I do if I entered the wrong email address when placing my order?

If you realize you entered an incorrect email address, please contact us immediately. We can look up your order number and provide the tracking reference (e.g., Purolator tracking number) directly so you can follow your shipment.

Can I submit a business form or lead through your website?

Yes, we welcome business inquiries and leads submitted through our website forms. A team member will follow up with you directly to offer assistance.

What if I received a Marketplace order that is damaged or has missing items?

You should contact customer care for the marketplace where you placed the order (e.g., Walmart Customer Care). The seller may ask for a picture of the package to confirm you received the correct item before proceeding with a resolution.

Can I cancel an order placed through a third-party marketplace?

If the order has not yet shipped, a cancellation request can be submitted through the marketplace.

Is local pickup available for my order?

Yes, local pickup is available from our Oakville location.

My order was placed on Walmart/Newegg, but the payment failed or the order did not process. What should I do?

We recommend contacting the third-party platform’s customer service (e.g., Walmart Customer Service) immediately. As the seller, we may not have received your order or payment information directly, and the third-party platform will have the most accurate status.

I had multiple failed payment attempts, was I charged?

If a payment attempt failed, you were most likely not debited, and there is no active order. This can sometimes happen if another customer completes the purchase of a low-stock item just before your transaction finalizes.

Do you offer screen repair services?

TIFAN Technologies does not offer screen repair service. For screen-related issues, we recommend contacting Boox directly at [email protected].

I saw a different price or bundle (case, pen tips, etc.) on the manufacturer's website. Can you match it?

Direct comparison with the manufacturer's international shop can be misleading. While prices may appear similar, their listed price often does not include customs fees, which typically makes the final cost equivalent to our price.

How should I purchase an item if I plan to pick it up?

We recommend placing your order online and selecting the pickup option to ensure the item is reserved and ready for you when you arrive

What are the hours for local pickup?

We are generally available for pickup from 9:00 AM to 5:00 PM.

What is the return fee if I decide to return a device due to a price or bundle concern?

The return label cost for an item that was picked up/bought locally and is being returned is $15 CAD.

When exactly does the 30-day return window start?

The 30-day return window begins on the date of receipt of the device, not the purchase date. Please ensure the device is shipped back to us before the 30-day period ends to qualify for a refund.

What is the condition of an open box device?

They are inspected to be defect-free and "like new," with no cosmetic scratches or marks. They include the original packaging.