Return Policy and Procedure
At TigerDirect.ca, we pride ourselves on a tradition of outstanding customer care and support. Our devoted team of account representatives understands that our customers are the hallmark of our enduring partnerships and we will assist you however we can if you are unhappy with your purchase. It is, however, important for you, our customer, to understand the policies and procedures we have in place should you not be fully satisfied with the product you have received.
If you are not satisfied with your purchase, you may return most products sold to you on our site within fifteen (15) business days of receipt for a full refund or credit so long as such products are in original and resalable condition and returned in their original box with all their original packing material, manuals, registration cards and accessories. Original shipping, handling, packaging, and related charges are not refundable and shipping charges on returned products are your responsibility. At our discretion, and to the fullest extent permissible under applicable law, we may charge a restocking fee equal to the lower of (i) fifteen percent (15%) or (ii) the greatest amount permissible under applicable law where your product is opened, not returned in its original condition or box, and/or is missing packing material, manuals or any accessories. Because certain manufacturers or distributors charge a higher restocking fee than we do, there may also be additional pass-through fees in addition to the restocking fee on your return deducted from your credit. However, we will pay for shipping charges for replacement or exchanged products sent to you. Please be aware that some of the products we sell CANNOT be returned, and the policies with regards to such non-returnable products are listed below.
How to Return Non-Defective Products. Please contact either your account executive or the Customer Service Department by phone at 1-800-800-8300 or by email at firstname.lastname@example.org for a Return Authorization (RA) number before returning your product to us. Click here to email us. If your request meets the return criteria, the Returns Department will issue the RA number and send you the instructions on how to proceed. No returns of any type will be accepted without a RA number. For faster service, please have the following information on hand when calling for an RA number: customer name, order number, item number and serial number and the reason for the return. Shipping charges on returned items are your responsibility and you will be liable for any additional loss or damage to returned products that occur during shipment of such products from you to us. Once your return is processed, you may either receive new items if you requested a product replacement or exchange, or a refund equal to the full amounts you paid for the returned items, less the original shipping, handling, packing, and such other related charges, if the item(s) are returned within the fifteen (15) business day time frame. We strongly recommend you use a traceable carrier and fully insure your return shipment in case of loss or damage. No COD shipments will be accepted.
All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met. Inspection includes examining for the following:
- Products must be 100% complete, in original and resalable condition and in the manufacturer’s original packaging, with all manuals, registration card(s) and software
- Products must be complete with any standard certification labels (UL listing, capacity, brand name, UPC code) originally placed and not tampered with
- Product serial number, or any similar identification numbers, must match the serial number on the package or invoice (TigerDirect.ca maintains serial number tracking)
- Products must be shipped securely and be free from damage of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or indication of tampering, removed screws/ fasteners or seals
- Products so labelled with a security seal, must have the seal intact and not tampered with
Processing may take a few days to complete, and your funds, where a refund is granted, will appear in your account once the returned product(s) is/are processed.
Manufacturer's Warranty. The purchase of technology products and solutions are subject to manufacturer restrictions which may be different from other product purchases you transact. The warranty provided by the manufacturer is the first place to look for assistance with difficulties that may accompany your purchase where the item you have purchased is either not returnable or where the fifteen (15) day return period we provide for certain products has expired. Most of the products and solutions we sell are subject to a manufacturer's warranty of at least one (1) year on new equipment, which, in most cases, we may pass through to you. The manufacturer will attempt to solve your problem via phone. If a situation extends beyond the manufacturer's service centers ability to resolve, please contact your TigerDirect.ca representative for further guidance.
To obtain information regarding manufacturer's warranties, please refer to the website below, contact us at the following e-mail address, or call us:
We encourage you to request information from any of our account executives about extending the service period on any of the products or solutions that you purchase.
Non-Returnable Products. Several manufacturers' policies and restrictions disallow product returns. The following manufacturer's products (not all inclusive) are not returnable to us: APC, Kingston, 3Com, Compaq, Cisco, IBM, Intel, HP, Toshiba, Adobe, Quark, Lenovo, Sony and Polycom. Other manufacturers apply to this list as well and we reserve the right to add such manufacturers to this list at any time, so please call us for the latest information regarding non-returnable products before making a purchase. Some manufacturers also offer a Money Back Guarantee (a "MBG"). In those instances, we will not accept product returns. In these scenarios, you will need to contact the manufacturer directly regarding return or replacement of these brands under their respective guarantees and/or warranties. Please contact us if you would like to obtain copies of the manufacturers' guarantees and warranties, including any MBG, prior to purchase. Furthermore, items that are EOL (End of Line) or non-cancellable are also non-returnable products.
Custom or Special Orders. Special Skus, special orders, unusual custom configurations of systems, and engraved items CANNOT be returned nor can you receive a refund on such products.
Apple Computer Products. Apple products purchased through our site CANNOT be returned. However, Apple Computer does offer a one-year warranty on new equipment. During the warranty period, you may call 1-800-263-3394 to receive warranty service. Apple will attempt to solve your problem via phone. If they are unable to solve the problem, they will either dispatch a replacement product via Airborne Express or will direct you to the closest Apple service center. In most cases, contacting the 800 number is the most expedient manner to obtain warranty service on Apple equipment. If a situation extends beyond Apple or an Apple service center's ability to resolve, please contact your sales representative for further guidance.
Televisions. When you return televisions that are twenty-seven (27) inches or larger (the, “Television”), you are subject to the following restrictions:
- Upon delivery, please inspect the Television carefully for damage while the shipper is still present. If you discover any damage, please refuse delivery. You will receive a refund for the Television’s purchase price, shipping and handling fees, and sales taxes (if any) but ONLY IF you sign the shipper's release form which acknowledges this return policy.
- If, after delivery, the Television does not work, you will have to contact the manufacturer. You CANNOT return the Television to us. All returns, in-house servicing (if applicable), and warranty repairs are handled exclusively by the manufacturer. You can obtain copies of the manufacturer’s warranties through us, or directly from the manufacturer.
Software. All licensing sales are final. OEM software, Opened software, and Electronic Download Software (ESD) CANNOT be returned to us. Unopened software can be returned to us only within seven (7) business days of receipt of such software. Defective software may be returned within seven (7) business days of invoice date only for exchange of the same title. Original shipping charges are non-refundable.
Damaged Shipments. If your shipment arrives visibly damaged or tampered with, the shipment must be refused, and you will receive a full refund of the purchase price, shipping and handling fees, as well as all applicable taxes. Should the shipment be accepted, you must note the damage on the carrier's delivery record in accordance with the carrier's policy, save the merchandise in the original box and packaging it arrived in, and notify us immediately to arrange for a carrier inspection and pick up of damaged merchandise. Concealed damage on a shipment must be reported to us within the first seven (7) business days of the shipment’s arrival. If you do not notify us of damaged goods within the first seven (7) business days of arrival, to the fullest extent not prohibited under applicable law, the regular return policy will override any claim of damage, and your purchase(s) will fall under all current manufacturer restrictions.
How to Return Defective/ Dead On Arrival Non-Software Products. Certain defective or dead on arrival non-software products, excluding those products listed above that cannot be returned, may be approved for return by our technical support division if reported to us within the first fifteen (15) business days after receipt of shipment and only after support from the original manufacturer has been received. Please contact either your account executive or the Customer Service Department by phone at 1-800-800-8300 or by email at email@example.com for a Return Authorization (RA) number before returning your product to us. Click here to email us. If your request meets the return criteria, the Returns Department will issue the RA number and send you the instructions on how to proceed. No returns of any type will be accepted without a RA number. For faster service, please have the following information on hand when calling for an RA number: customer name, order number, item number and serial number and the reason for the return. Shipping charges on returned items are your responsibility and you will be liable for any additional loss or damage to returned products that occur during shipment of such products from you to us. The return must be 100% complete, in original and resalable condition, with all original packaging, manuals, registration card(s) and software. If we have determined, in our sole discretion, that the non-software product you have shipped back to us is defective/dead on arrival due to no fault of your own, we will refund you the original shipping, packaging, handling and related charges as well as reimburse you for the shipping charges to return the product in question. We will also pay your shipping charges for replacement or exchange products.
Restocking Fees. At our discretion, and to the greatest extent permissible under applicable law, all late, non-defective, and/or returns of products not in their original condition or box or missing any packing material, manuals, and accessories are subject to a restocking fee equal to the lower of (i) fifteen percent (15%) or (ii) the greatest amount permissible under applicable law. Because certain manufacturers or distributors charge a higher restocking fee than we do, there may also be an additional pass through fee in addition to the restocking fee on the product you wish to return.
Order Discrepancies. Any order discrepancies, including, but not limited to, missing items/components, mis-shipment, and short-shipments, must be reported either to your Account Executive or to the Customer Service Department within the first five (5) business days of receipt of the shipment in order for you to retain your eligibility for a return, refund, or exchange.