Frequently Asked Questions

 

CONTACT

How long will you reply my email?

We will respond any email in 24 hours (unless it is weekend and Holiday). If you have any question, please send us an Email at info@aosom.ca

I wrote you many emails! Why do I not receive your reply yet?

We respond every email within 24 hours during business days. If you do not receive response from us, it is very likely your email block or spams our reply. Please search the SPAM or BULK folder of your email inbox first. If this situation continues, please try to use another email address.

Do you have telephone support?

Yes! We do provide telephone support from Monday to Friday from 9:00 AM to 5:30 PM EST to our clients
If you need any help with anything, please call our office at +1 (416) 792-6088 or  our toll-free number: +1 (855) 537-6088

 

PRODUCT QUESTIONS

How can you guarantee your products quality?

We focuses on offering top quality products, confidently and proudly standing behind each sale we make to our valuable customers. In order to ensure the highest possible quality, we only choose qualified manufacturer of industry leader or reputable supplier. Our quality control team are monitoring the role material and the full production phase, as well as, visit our supplier, discuss possible problem, inspect and hand pick the best product to our customers

Where can I find more product technical information?

We tried to list all the technical specifications we have from supplier or manufacture in the listing to help you make your purchase decision. Although our technical team is keen followers of electronics, IT& consumers goods, we don't always have the expertise to answer the very detailed and technical questions. If we have the information you require, we will respond as soon as possible. We also recommend our customers to do a bit of their own research on the internet. There are websites that provides a lot of technical information on wide range of product, which can assist in your purchase decision.

Do you provide installation or maintain service?

Sorry, we do not provide installation or maintain service. Most products installation can be done by yourself or you can find a local specialist for comprehensive installation or maintenance. We do not take any responsibility for any installation problem between the buyer and installer, as well as, any damages of the product during the installation. The warranty is not covered for physical damage caused from the installation.

 

SHOPPING

What happens when I place an order at www.aosom.ca?

If you provide a valid e-mail address during the purchase process, you will receive an e-mail message shortly after you make a purchase confirming your online order, shipping method, and the total amount to be charged to your credit card. Please note that we authorize the amount of the order when you place the order to validate your credit card, your credit card is charged within 3 days of placing the order. In the event that the product availability changes after the credit card has been charged, you will receive a refund in full for the unavailable product.

Can I order by phone?

Sure! We'd be happy to take your order by phone. Canada and U.S customers can all us at +1 (416) 792-6088 or Toll Free at +1 (855) 537 6088 weekdays from 9:00 AM to 5:00PM EST. At other times, please leave a message with your name, phone number and time of day when you can be reached. If you can mention the style, size or the product number you are interested in, it will help us to respond faster to your needs.

Do you have a catalogue?

We do not offer catalogue at this moment. All our products can be viewed and ordered on our website.

Is my information secure using this site?

Yes, we use the latest technology to ensure your information is secure. To get more information, visit our privacy policy page.

How is Sales Tax calculated?

We charge sales and use tax according to government guidelines. Tax is calculated based on shipping address and the appropriate rules for that tax jurisdiction.

Note that the final calculation of applicable taxes will be performed when the order ships and your credit card is charged.

How do I use a promotion/coupon code?

To redeem a promotion or coupon code, enter the code in the appropriate field on the Shopping Bag page. Be sure to enter the code with the exact spelling and capitalization as shown. You must click "redeem" in order for the discount to be applied. The discounted amount will be displayed on the Shopping Bag and Order Summery pages. If the code is invalid, expired or you have not placed the correct products in the shopping bag, a discount will not be applied.

How do I change or cancel my order?

It is not possible to change or cancel an order  online once it has been placed. Due to our fast shipping service, please inform us immediately via phone or email to cancel the order. If the order is already shipped out, you will need to return the original package to obtain a refund and/or place an order for the new product.
Please see our Return Policy for additional information regarding return and exchange.

 

  

PAYMENT

Where can I get payment instruction?

Our EBay and Amazon customers will receive a payment instruction right away after you placed an Order. If you ordered multiple items or request shipping outside Canada, our customer service will calculate you the lowest shipping price and send you an Invoice within 24 hours after winning the item on weekdays. If it has been 24 hours and you have nit received it in your registered email, please feel free to contact us.

Customers from our Homesuperstore.ca will be directed automatically to our payment site after checking out their purchase to complete the payment.

What payment method you accept?

We accept PayPal, Visa, MasterCard, American Express, eCheque transfer or Cash for pickup.

What is eCheque?

An eCheque is an electronic funds transfer that withdraws money directly from your bank account. It's just like writing a cheque, only is don electronically. When you send money with an eCheque, usually the transaction will be held by PayPal as pending for 7-8 working days, until electronic funds transfer has cleared your bank.

I have paid by  PayPal eCheque. Why is my eCheque pending? How long will I wait for the pending eCheque?

When eCheque is pending, it means this eCheque hasn't cleared. When you send money with an eCheque, the transaction will be usually held by PayPal as pending for 7-8 working days, until the electronic funds transfer has cleared your bank. There are various other reasons that make your eCheque even longer. Please contact PayPal Service Center to find more information on your pending status. We could only arrange the delivery after the payment.

Do you accept Credit Card payment over the phone?

Yes, we accept Credit Card payments over the phone. If you not familiar with using the different online shop platform, you can purchase an Item or process just the payment over the phone.

Please call us at (416) 792-6088 or Toll-Free +1 855 537-6088 to talk to one of our Sales Representative to place an Order or to process the payment.

Do you charge Tax or any fee for my orders?

All Orders, shipping to Canada will be subject to GST, PST or HST according to their provinces and an additional  $10 Handling fee for local pick-up only.

We do not charge any tax or fee to international buyers; however, USA Custom may charges tax and duty. It is the buyer's responsibility to pay duty, tax, and brokerage fee to USA government and UPS.

 

SHIPPING

What are the Shipping Fee for this item? How can I get the correct Shipping Fee?

Please go to the Shipping Section on our HomeSuperstore.ca, EBay or Amazon. You will find the Shipping cost for that particular product or have the Shipping Calculator. To use the shipping calculator, simply enter your shipping address and postal codes and the calculator will calculate the lowest shipping cost for you. If you are outside Canada, or want to order multiple items, please contact us to get a shipping quote at +1 (416) 792-6088 or shipping@aosom.ca.

Do you ship anywhere in Canada?

Please note that we do not ship to the following Canadian Provinces and Zip Code: YT, NT, NU, NL, A0K, A0P, A0Q, A0R, A1L, A1N, A2V, G6R, T3K, and X0A-Y9Z.

Can you deliver my order to PO Box?

We only deliver to verified physical addresses. We do not deliver to PO Box.

When I try to pay my item, the shipping cost is not correct. How Can I fix it?

When you checkout and find out that the shipping cost is not the same with the one from Shipping Section, please contact us immediately. Please provide us with your physical shipping address, postal code and phone number, our customer service will fix the problem for you manually.

Can you send item I bought to a different address?

When you checkout and find out that the shipping cost is not the same with the one from Shipping Section, please contact us immediately. Please provide us with your physical shipping address, postal code and phone number, our customer service will fix the problem for you manually.

I have paid. When will you ship my order?

All shipment will be made within 48 hours from the day that payment is verified and cleared. No weekend, holiday or after hours delivery available.

Why do you require my telephone number as mandatory for delivery?

Courier company request Customers telephone numbers as mandatory for delivery. Courier will contact you if you are not available to receive the delivery or when the driver can not find the address. The courier also needs to contact buyer if shipping damage or shipping lost occurs.

What courier do you use to deliver my items?

For domestic packages, we are using UPS, Canpar and Purolator.

Where is my item? Can I track it?

We will email a Tracking's to buyer's within 24 hours after the item is shipping. Normally, the item will be delivered in 7 business days. You can go on the couriers website and check the status at anytime once you received the tracking number.

If you did not receive the tracking number or your item has not been delivered within 7 business days after receive our payment confirmation email, please contact us via eBay immediately. We will be unable to trace it if you contact us too late. 

Do I need to sign for my item on delivery?

Most delivery do not require signature upon delivery. Driver may leave the package at your front door if nobody at home.

I am not at home while the driver delivers my item. Will they redeliver my item?

If the package do not require signature for delivery and you are not at home at the delivery time, the driver may leave the package at you front door. If your signature is required for the delivery, the driver will leave a notice card to inform the second delivery time. Re-delivery are made only two times. If you miss the second delivery, you have to pick up the item at the station within few days before it will be returned back to our warehouse

What if my item/ package arrives damaged?

When you receive your item, please check your item careful. If the package appears damaged, please write "Package Damaged" when you sign for delivery. After receive the package, please email us immediately. We will contact to proceed the damage claim. Please DO NOT throw away the boxes or packaging materials, otherwise your claim will not be honoured by the shipping company. We are not directly liable for any loss, theft, or damages,  during delivery. Please be patient as we have to claim the damage with the shipping courier and send you the parts or replacement.

Does the Shipping & Handling fee includes shipping insurance?

Shipping and Handling fee does not contain insurance. We highly recommend buyers for more protection to purchase insurance to cover any loss or damage that may be incurred. We are not liable for any loss, theft, or damage to any goods during delivery if no insurance is taken out on the item.

Can I go to your warehouse to pick up my item?

Yes, we do provide pick up service. After your payments is received and cleared, we will send you an Email notification about the pick up details and pick up invoice. Please note that we charge a $10 Handling Fee for on pickups on eBay and Amazon purchases.

Can I pay cash for pick up?

Yes, you can also make the payment at our office. We accept Cash, Debit, Visa and MasterCard as for local pickup.

I won an item. Why was I told the item is out of stock?

We check our inventory every day and the out of stock item are quickly removed from our sales system. However, in some very rare situation, it is possible that  the sales system updates gets behind the inventory change. If the product is out of stock, you will get a notification immediately by email and the full refund.

 

RETURN AND WARRANTY

What is your return and refund policy?

1. If the item is received defective, please contact us immediately within 24 hours from receipt of the item. We 
    will arrange a replacement and the return shipping cost. If we could not find a suitable replacement, a refund
    will be issued.

2. Items returned with the 14 days return policy may be refunded less a 20% restocking fee. The customer is
    also responsible for the return shipping costs.

3. If the listing price is free shipping, we will deduct the actual shipping fee from the total refund amount.

4. Please contact us before return anything. We will send a confirmation email to the buyer for the return.

5. If buyer sends back the item by C.O.D service, item will NOT be accepted.

Do you have warranty for your products?

Warranty terms will state on our product description. If the listing does not contain any warranty information then we do not offer any warranty for that particular product. Please be aware all accessories and bonus gift are not covered by warranty. e.g. Battery, earphone, cable, carry bag, etc.

What conditions does the warranty not cover?

The warranty is not available for product damage caused by reason other than manufacturer's defects, for example, damage during delivery, misuse, improper installation, faulty operation, wear n tear, damage to accessories or when product has been modified, repaired other than by us.

Can I transfer the warranty to my friends?

Warranty is not transferable. Any warranty claims must come directly from the original buyer.

Does warranty cover replacement?

The warranty applies only to the original product and is not extended for replacements.

How can I provide proof of defect of the products?

Please send email to services@aosom.ca with a detailed description and digital picture of defective product as a proof of damage. Your email and pictures will help us to claim from the manufacturer.

 

EBAY & AMAZON FEEDBACK

Will you leave Positive Feedback to me?

Yes, once we receive a feedback from the customers, we will automatically leave a feedback in return.

Does Negative/Neutral Feedback help to resolve the problem quickly.

No. Negative or neutral feedback could not solve any problem. If you thinking there is problem regarding you purchase, please contact us immediately at services@aosom.ca or +1 (416) 792-6088. Offering the best customer service is our first priority, so please give us the opportunity to solve your problem. We trade negative or neutral feedback help to resolve the problem quickly?

 

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What we offer you!

  • Popular Products for Home & Business
  • Quality Products for affordable prices!
  • Same day shipping to North & South America!
  • Shipping rates designed with the consumer in mind!
  • Home Superstore, eBay or Amazon, just shop from any Online Shopping Platform you love!
  • The Best Customer Service experience!
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Contact Us

If you'd like extra information about anything that we do, or you'd simply like to talk to someone about our products, please feel free to contact us through any of the methods below.

Address: 5590 Finch Avenue East,Scarborough,ON,M1B1T1
Telephone: +1 (416) 792 6088
FAX: +1 (416) 792 6090
Toll Free: +1 (855) 537 6088
E-mail: info@aosom.ca