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Frequently Asked Questions

I have seen a product that I like. How can I purchase it?

If you have seen a product you like, you can simply purchase it online by adding the product to your shopping cart. Betel Canada accepts every major payment option available including Visa, Mastercard, Amex®, Google Pay, Apple Pay®, PayPal® as well as Interac e-Transfer® as accepted methods of payment.

Where are you located and where are the items shipped from?

We are an online store with its Head Office located in Ottawa, Ontario. All products are shipped free from warehouses in Toronto,Ontario and Châteauguay, Québec.

The item I want is sold out. Can I get notified when it is back in stock?

 If you see that a product you like is out of stock, please subscribe to an "in-stock notification" by clicking on the green tab along the right edge of the screen (computer) or the green mail icon (phone) within the product page so that you can be notified when the item is back in stock.

Is there a Shipping Fee?

No. All products are shipped free. We do not ship to Yukon, Nunavut & Northwest Territories.

Do you have a COVID-19 policy in place and if so, how can I view it?

We have a COVID-19 policy and we update our policy as and when there is a change. Please visit COVID-19 update in quick links.

Can you ship to my address?

We are able to ship to any Canadian physical address that includes a Street Number and a Street Name. However, we do not ship to Yukon, Nunavut & Northwest Territories.

Can you ship to a PO box, APO or FPO address?

Unfortunately, we do not ship to addresses that contain PO box, APO or FPOs addresses. We can only ship to physical home and business addresses within Canada. 

Why is there an error message when providing my postal code?

For your security, the billing postal code you enter at the time of purchase must match the postal code you have provided to your relevant bank. If there is a discrepancy, the payment will not go through. Please check with your bank for the correct information.

How do I check the status of my order?

You can check the status of your order anytime by clicking on the green “View your order” button in your Order confirmation email.

When will I receive my tracking number?

The tracking number should become available within 3 business days from the date of purchase. This may be delayed if the name or address on the order is incorrect or incomplete. 

I received my tracking information. Why is it not showing in the carrier’s tracking system?

Once we process your order for shipping, it can take up to 24 hours for the tracking information to load into the carrier’s system. Please contact our Customer Service department if your tracking information is still not available after 48 hours from shipping.

How long will it take to receive my shipment?

For Ontario and Québec, the standard delivery time is approximately 3-5 Business Days (business days exclude weekends and statutory holidays); For elsewhere in Canada it is 5-7 Business Days (business days exclude weekends and statutory holidays). While most shipments will reach the intended destination within the published delivery time, it is likely that a very small number of shipments may get delayed by up to 5 business days due to extraordinary circumstances caused by COVID-19.

I have only received a part of my order. When can I receive the rest of the boxes?

If your order consists of multiple boxes or products, it is normal to receive it in separate shipments. However, you should receive your complete order within the above stipulated time subject to extraordinary circumstances such as unforeseeable delays caused by COVID-19, road closures and/ or unpredictable weather conditions.

My order arrived damaged or missing a piece, what do I do?

We guarantee that all products we sell are brand new and they are delivered defect and damage free. Please inspect your item immediately upon receipt and notify us within 48 hours in the unlikely event that  you receive an item damaged in transit or is defective. Please respond to your original order confirmation email for instructions on how to submit a claim. Contact our Customer Service department via email support@betel.ca or call us at 1 (343) 887-5005 and we will be happy to assist you. 

What must I do if I do not receive my order?

You can check the status of your order anytime by clicking on the green “View your order” button in your Order confirmation email. If you have not received your order, within the above stipulated time frame, please contact us by responding to your original order confirmation email so that we can immediately start an investigation.

How can I pickup my order?

Due to COVID-19, we have temporarily suspended our popular warehouse pickup until further notice.

Where do I find more information about your Return Policy?

Please review our Return Policy in Terms and Conditions of Purchase at www.betel.ca/pages/legal.

I found the exact product I purchased at a lower price elsewhere. Can you match the price?

We provide a limited price guarantee subject to certain Terms and Conditions. Please view our Best Price Guarantee at https://betel.ca/pages/best-price-guarantee.

What is your standard Warranty Policy?

The individual Warranty would depend on the product category and the supplier.  The Limited Manufacturer’s Warranty may range from 30 days to 3 years depending on the product.

Betel Canada provides a direct 30 day Limited Warranty for most products and we facilitate returns, exchanges and parts fulfillments up to 30 days from the date of delivery. 

For more information on Warranty please review our Terms and Conditions of Purchase at www.betel.ca/pages/legal.

Am I able to contact you if I still have a question?

If you have already placed an order, please respond to your original order confirmation email as we require customer authentication.

If you have a general question you can reach us via our virtual customer assistant (a green chat bubble on our website), call us at 1 (343) 887-5005 from 10:00 am to 4:00 pm EST or you can email us at support@betel.ca

Our Customer Service Team is available Monday to Friday from 9:00 am to 4:00 pm Eastern Standard Time. We are closed on Saturdays, Sundays and Statutory Holidays.