Not received SIM card

Erfan38
Erfan38 Posts: 1 ✭✭
in My Mobile

I haven’t received my SIM card yet, but in my account it is written « Delivered « what should I d?

Answers

  • Emporium
    Emporium Posts: 2,305 ✭✭

    Hi @Erfan38

    Sorry to hear about that.

    If the delivery of your SIM card is flagged as delivered but you haven’t received it, or if there’s an issue with the delivery of your phone:

    1. Log into your account and go to My profile .
    2. Click on Order history / See details.
    3. Click on the shipping number to go to the carrier’s website.
    4. Check on the website of the courier service that the delivery address is correct: if it’s incorrect or incomplete, contact the carrier service directly so they can correct the address and make a new delivery attempt.

    If the courier service cannot make a new delivery attempt, contact us using the chat bubble located in the lower right-hand corner of this FAQ during our business hours. 


    Source: https://fizz.ca/en/faq/when-will-my-fizz-package-be-delivered (Section5)

    If you are in a rush, you can probably pick up a SIM card from a local Couch-Tard location, and then contact customer service for a refund.

    https://fizz.ca/en/couche-tard-sim

    --------

    Fizz Customer service agents are only available online. Here we are all end users like you.

    • Sign into your account
    • Follow the link on this page: https://fizz.ca/en/faq/status-services or https://fizz.ca/fr/faq/etat-services
    • Wait 3 seconds for the green bubble with a '?' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode
    • Choose the option 💬 chat
    • If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

    PS: For me the only combination that works for CHAT, is Firefox, in a private window, and only when in the French language..

    Other means of contact

    CHAT however is the quickest method, but facebook is the easiest.


  • Whizz
    Whizz Posts: 23,193 admin

    Hello Erfan38,

    I am sorry to hear about this situation. 
    I have verified your order and indeed it's marked as delivered. 
    Please follow the instructions Emporium provided and contact our support team for further investigations. 

    Have a lovely day,
    -Alex

  • Zickary
    Zickary Posts: 7 ✭✭

    Are you sure that you entered the wrong info for your purchase?

    1. log in to your account
    2. go on My Profile
    3. Go to Order History
    4. check if u made mistakes or typed in the wrong information
  • MyriamC
    MyriamC Posts: 923 ✭✭

    The delivery date indicated on your order summary is meant as a guideline; shipping is done by a third party, and Fizz cannot guarantee a specific delivery date. 

     

    You can see the status of all your Fizz orders in your Order history.

    1. Log into your account and go to My profile.
    2. Click on Order history / See details.
    3. Click on the shipping number to see on the carrier’s website the details of your delivery.
    4. If there’s any inconsistency with the delivery information you see, contact the carrier directly.
    5. If the carrier cannot help you, contact us using the chat bubble located in the lower right-hand corner of this FAQ during our business hours so we can open a ticket for this issue.
    go to shipping number to track your delivery on the courrier service website

    Go to shipping number to track your delivery on the courrier service website

     

    When will my SIM card or phone be delivered ?
    1. Delivery will depend on which shipping option you selected when you ordered.
    2.  

    Express shipping (under 3 hours):

    • Available only for SIM card deliveries in the Greater Montreal Area.
    • Offered in the order process when we know we’ll be able to commit to this delay.
    • Expect your delivery:
      • Monday to Friday, for an order placed between 8 a.m. to 6 p.m. EST (no delivery later than 9 p.m.).
      • Saturday, for an order placed from 8 a.m. to 2 p.m. EST (no delivery later than 5 p.m.).
    1.  

    Standard shipping (2 to 3 business days):

    • If your delivery time spans a statutory holiday, delivery will take an additional day.
    • Expect your delivery:
      • Within the week for an order placed early in the week.
      • On the following week for an order placed towards the end of a week.
    1.  
    Signature required for the delivery of a phone.
    1. A phone bought at Fizz will be automatically shipped to the address associated with the credit card used for the purchase. 
    2. The package will be addressed to this credit card holder who will have to show a valid photo ID with their name, and sign upon delivery. 
    3. The shipping company reserves the right to not make the delivery if the recipient to whom the package is addressed is not there or does not have a valid photo ID with their name (and ideally address). 
    4.  
    Delivery delays
    1. Start by checking the status of your delivery:
    2. Log into your account and go to My profile.
    3. Click on Order history.
    4. Click on See details of your order.
    5. Click on the shipping number to see on the carrier’s website the details of your delivery
    6.  
    7. For Planète Courrier, go to “click for more info” and enter the postal code of the delivery address to see delivery details. As an example here, we learn that the SIM card delivery is not late. The card was actually pasted on the door.
    click for more info
    1. 'click for more info' on Planete courrier's tracking website tells us here that the SIM card has been pasted on the door
    2. For a phone delivery, follow the instructions in your Order history if applicable. You may need to schedule a new delivery attempt or pick up your phone, for example.
    3. If there’s any delivery issue, contact the carrier directly. If the carrier cannot help you, contact us using the chat bubble located in the lower right-hand corner of this FAQ during our business hours so we can open a ticket for this issue.
    4.  
    I missed the delivery of my phone
    1. Your SIM card was pasted on your door if you were not home. The information here below only applies to phone deliveries. 
    2. If the first delivery attempt fails, you will be notified by email, and will need to plan a new delivery attempt. To do so, follow the instructions on your Order History. 
    3. If the second delivery attempt fails as well, you will need to pick up your phone as per the instructions (before the set deadline) outlined in your Order History. If you don’t, your phone will be returned to Fizz. 
    4.  
    5. To see your Order History: 
    6. Log into your account and go to My profile.
    7. Click on Order history.
    8. Click on See details of your order. 
    9. Click on the shipping number to see on the carrier’s website the details of your delivery 
    10.  
    Report an issue with my package
    1. If the delivery of your SIM card is flagged as delivered but you haven’t received it, or if there’s an issue with the delivery of your phone:
    2. Log into your account and go to My profile .
    3. Click on Order history / See details.
    4. Click on the shipping number to go to the carrier’s website.
    5. Check on the website of the courier service that the delivery address is correct: if it’s incorrect or incomplete, contact the carrier service directly so they can correct the address and make a new delivery attempt.
    6. If the courier service cannot make a new delivery attempt, contact us using the chat bubble located in the lower right-hand corner of this FAQ during our business hours. 
    7.  


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