1. __How do I track my shipment?__

    You can use the tracking number with the shipping provider to easily keep track of all the status updates.

2. __Do I need to be home to receive my order?__

    No worries if you're not home! The shipper will leave a handy card at your place instead. Just take that card to the post office address mentioned on it, and you can pick up your package from there!

3. __What should I do if my equipment hasn't arrived?__

    If you haven’t received your equipment, please use the tracking number in the shipping email we sent you, and enter it into our courier’s (Canada Post) [tracker](https://www.canadapost-postescanada.ca/track-reperage/en#/home): 

    __a) Example of a shipping email:__

![Koodo Internet Order is on its way!](//images.ctfassets.net/8cecwr1x4jkf/44GJiuKrEUBoy7g5rVWY1V/1fc6c265335f675c1a3b3b1b9cd29d3b/image2.png)

   __b) Canada Post tracker:__

![Track your Koodo order](//images.ctfassets.net/8cecwr1x4jkf/6lmbjOz9mjnvTfg5zif8XF/0ccde35354b4e4f82afdf584513ce7ce/image1.png)

4. __How can I exchange defective equipment?__

    If you're having any troubles with the equipment for your Internet setup, don't worry, we're here to help! Just chat with one of our reps, and we'll troubleshoot the issue together. If needed, we can even get replacement equipment shipped to you. To get in touch, use [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).

    If you have missing equipment, don’t worry - our friendly team is happy to help. Please go to Koodo Assist to schedule a callback and one of our reps will assist you.

5. __How can I contact Koodo?__

    Our team is always here to help you. For information on specific topics, check out our help pages. 

    If the Help pages haven’t addressed your particular concern, you can also get account-specific information in Self Serve. If you still need help, Koodo Assist can schedule a callback for you with a live agent, usually within minutes during business hours.

Setup

Internet

DIY installation

Shipping & Delivery

Tech Visit

Koodo Internet: Shipping FAQs

A valid Canadian-issued credit card from Visa, MasterCard or American Express is required. We don’t accept International credit cards. All prices listed are in Canadian dollars (product pricing and availability are subject to change without notice).

We know you’re excited - we are too! But your service will start working only after your Koodo Internet is activated. Please set up your equipment after your activation date to have a seamless experience. <br><br>

__Heads up!__ 

- For this subscription-based service, your card will be charged monthly.
- Due to third-party involvement, we’re unable to change your activation date to an earlier time. If you’d like to postpone your activation date, please go to Koodo Assist to schedule a callback with a rep. <br><br>

### Ordering and shipping confirmation
It usually takes 2-3 business days for equipment to be shipped. 

Once you’ve submitted your order, you'll receive a confirmation email. Please print and/or save this email - it's your official receipt. If you haven’t received any emails about your order, please go to Koodo Assist to schedule a callback, and a rep will be happy to help you. <br><br>

If you haven’t received a confirmation email, please follow the steps below:

1. Give us a few hours to process and confirm your order.

2. Check the Junk/Spam folder in your email account.

3. If you still haven’t received your confirmation email after steps 1 and 2, please schedule a callback with our team. 
<br><br> 

### Tracking your order

Once your order has shipped, we’ll send you an email that includes a tracking number. It may take up to 48 hours before your tracking information is available. <br><br> 

### Your confirmed activation date

We’ll let you know via email and provide you with easy step-by-step instructions to get your service up and running in no time. <br><br>

### Activating Koodo Internet and canceling with your previous service provider

You’ll be receiving your confirmed activation date via email. On that day, your Koodo Internet service will start working. So, you can cancel with your previous service provider the day of your activation. <br><br> 

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__Will I need a tech visit?__

Depending on the circumstances, a tech visit may be required on the date you activate, to help ensure it's ready for service. We'll confirm your activation date via email and let you know at that time. 

__Heads up!__ The tech will not set up the equipment. Don't sweat it - it's easy to set up on your own. We'll also be sending simple step-by-step instructions your way.

  </div>

Ordering and activating Koodo Internet 

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