Frequently Asked Questions (FAQ)


Top Questions in Canada 

What are "Dell Hot Deals" or "Dell Clearance" items? 

Our Hot Deals section is a curated list of units comprising discounted items, sale items, low volume models, and systems with unique configurations, that we feel provide exceptional value. Avoid missing out on the best deals by checking back often because our deals change frequently. Discounts on these items will be in addition to any coupons you may be using - when applicable. Individual items chosen as "Hot Deals" are at DFS' sole discretion and limited to stock on hand. Rain checks are not available. Hot Deals typically get updated on Monday or Tuesday. 
 
How long will it be before I receive my order? 

Once we receive your order, it typically takes 1-3 business days to process through to shipment. Please make sure your billing and shipping information is accurate and matches your credit card to avoid delays in releasing your order. From time to time we may need to contact you for additional information if discrepancies are identified. 
A shipping estimate is provided during your order checkout, and you will receive a tracking email once your order has shipped. 
 
Do these systems have warranty? 

All systems are backed by a 100 day limited warranty, and we also offer a 30 day satisfaction guarantee 



About Dell Refurbished Store 

Are Dell Financial Services Canada and DellRefurbished.ca affiliated with Dell? 

Dell Financial Services Canada (DFS) is a wholly owned subsidiary of Dell, the world’s leading online computer systems company. DellRefurbished.ca is your direct source for off lease refurbished Dell computers and accessories. 
 

About The Products 

What does "refurbished" mean? 

Refurbished systems are tested to ensure quality workmanship standards remain excellent. Refurbished products are visually and diagnostically inspected to ensure these items function. Refurbished systems may have some observable cosmetic imperfections, but they will not affect the performance. 
 
Cosmetic Grades 

Learn more on our Cosmetic Grade page 
 
What is a Laptop Skin? 

A laptop skin is a durable vinyl adhesive that is applied to the top cover of the laptop. Our professionally applied skins hide top cover cosmetic blemishes while providing a sleek, like-new look that does not affect the functionality of the unit. If the skin is removed or otherwise separates from your product, the cosmetic blemishes will be visible. 
 
Laptop Skins are not applied to all laptops. Laptops with skins are clearly marked on the product listing and product image. 

How to improve the performance of a Dell laptop battery

https://www.dell.com/support/kbdoc/en-ca/000123091/how-to-improve-the-performance-of-a-dell-laptop-battery
 
What are "Dell Hot Deals" or "Dell Clearance" items? 

Our Hot Deals section is a curated list of units comprising discounted items, sale items, low volume models, and systems with unique configurations, that we feel provide exceptional value. Avoid missing out on the best deals by checking back often because our deals change frequently. Discounts on these items will be in addition to any coupons you may be using - when applicable. Individual items chosen as "Hot Deals" are at DFS' sole discretion and limited to stock on hand. Rain checks are not available. Hot Deals typically get updated on Monday or Tuesday. 
 
What comes with each system? 

Please refer to the "What's in the Box" tab, included on each product detail listing page, for complete information on what is included with each system. 
 
Do manuals come with the computer? 

No. Manuals do not come in the box. Manuals can be found on Dell's support site dell.com/support.

What disks or CDs come with DFS’ systems? 

No disks are included. Units sold with an Operating System will have a recovery partition on the hard drive. 
 
Can I customize / upgrade the system I am interested in? 

No, each system offered for sale is prepackaged and ready for shipment. We are not able to open the packaging to change systems configurations. 
 
Does my system come with wireless capability? 

Check the system listing for details.
"YES" indicates that a wireless card is installed. Wireless details can be found on the configuration detail tab of each product listing. 
"NO" indicates that a wireless card IS NOT installed, however the ports are available to allow you to add wireless hardware.. 
 
Does an AC adapter come with my laptop purchase? 

Yes. An AC adapter ships with each laptop. 
 
How often does DFS add product to the website? 

New inventory is added as it becomes available, typically up to several times each week. Dell Deals and Clearance items typically get updated on Monday or Tuesday. 
 
What does "No O/S" or "No operating system" mean? 

The operating system is the basic software that is necessary for your computer to function (Windows 10, for instance) and to run programs that are installed. Units that do not include an Operating system will require that you install one before they can be used. Anti-virus, Anti-spyware, DVD decoder software, and commercial applications, like Microsoft Office, are not typically included with the Operating System. 
 
Does DFS Export? 

No. DFS does not ship items outside Canada, or to freight forwarders, for export purposes. 


Taxes and Fees 

Do you accept tax exemptions? 

No. We do not accept tax exemptions on our website. 
 
Why is tax charged and how much tax will be assessed to my purchase? 

DFS is required to collect and remit applicable sales tax based on the ship-to address on your order. The applicable taxes will be shown to you prior to completing your purchase. 
 
What are the DFS tax registration numbers? 

Dell Financial Services Canada Limited 
Tax Registration Numbers: 
GST/HST 885268797RT 
BC PST 1002-58999 
MB PST 885268797MT 
SK PST 2480432 
QST 1020537597TQ 


Order Processing 

Why haven’t I received an email concerning my order? 

We batch process orders. Orders are typically processed every morning and afternoon pending verification. It could be a day or two before you get a confirmation email regarding your order. In the event we need to contact you, please remove any SPAM blocker as this may delay your order. 
 
How long will it be before I receive my order? 

Once we receive your order, it typically takes 1-3 business days to process through to shipment. Please make sure your billing and shipping information is accurate and matches your credit card to avoid delays in releasing your order. From time to time we may need to contact you for additional information if discrepancies are identified. 
 
A shipping estimate is provided during your order checkout, and you will receive a tracking email once your order has shipped. 


Shipping 

Are there any "ship to" address restrictions? 

DFS only ships to addresses in Canada. DFS does NOT ship to PO Boxes, freight forwarders, Hotels, or Internationally. 
 
Is there an option for same day shipping? 

At this time DFS does not offer same day shipping. 
 
Can I change the shipping method on my order after the order is placed? 

No, In order for DFS to process orders efficiently we are unable to make changes to orders once they have been submitted. 
 
How long will it be before I receive my order? 

Once we receive your order, it typically takes 1-3 business days to process through to shipment. Please make sure your billing and shipping information is accurate and matches your credit card to avoid delays in releasing your order. From time to time we may need to contact you for additional information if discrepancies are identified. 
 
A shipping estimate is provided during your order checkout, and you will receive a tracking email once your order has shipped. 
 
Is a signature required on delivery of items? 

Yes. Customer signature is required on all deliveries.
 
What happens if the shipping address is incorrect or I refuse delivery? 

If you provide an incorrect/incomplete shipping address or refuse delivery of your order, the package will come back to DFS, the item(s) will be processed back into our inventory, and a restocking fee of 15% will be assessed. You will receive a credit of the purchase price (excluding shipping and handling charges and the 15% restocking fee) to the credit card account used to purchase the products. 


Payment 

What is the Dell Financial Services (DFS) authorisation charge that I see appearing on my credit card? 

For your protection, we perform a pre-authorisation upon entry of the credit card information into our system. This is a pre-authorisation only, not a charge, to verify the authenticity of the card number and expiration date, regardless of the address or card verification value check (CVV). This pre-authorisation is typically removed from your account, by your bank, within a few business days. Final credit card verification is performed immediately after the approved pre-authorisation 
 
What payment types do you accept? 

We accept Visa, MasterCard, American Express, and PayPal. 


Warranty 

Do these systems have warranty? 

All systems are backed by a 100 day limited warranty, and we also offer a 30 day satisfaction guarantee 


Returns 

What is the return policy? 

You may return the products purchased from DFS within thirty (30) days from the date of the DFS invoice and obtain a credit of the purchase price (excluding shipping and handling charges and a 15% restocking fee) to the credit card account used to purchase the products. To return products, you must call DFS at 1-800-891-8595 to receive a Return Material Authorization and to receive instructions on returning the system back For complete details on our return policy please see the Terms & Conditions of Sale 
 
Is there a restocking fee if I return the product? 

Yes, unless the product is defective (as reasonably determined by DFS at DFS’ sole discretion), or the return is a direct result of a DFS error, DFS will charge a restocking fee of 15% of the purchase price paid. 


Customer Support 

I have received my computer but have technical issues. Who should I contact? 

Please call 1-800-891-8595 and ask to speak to a technical support specialist. Hours are Mon-Fri 10am to 6:30pm Eastern. 
 
I have received my computer and have an issue with the packaging / configuration / functionality. Who should I contact? 

Please call 1-800-891-8595 to report your issue to the DFS customer service team. Hours are Mon-Fri 10am to 6:30pm Eastern.