dotmobile App Support-FAQs

Find answers to the most frequently asked questions related to your marketplace order and profile in this article.

 

1. Order Related

a. Order Status

b. Returns and Refunds

c. Cancellation and Refund

2. Shopping Related

a. Order Placement

b. Shipping and Delivery Policies

c. Gifting and Packaging

d. Health and Safety 

3. Payments

4. dotmobile Account

a. My Profile

b. Founding Member Benefits

 5. Future Services

a. Wireless 


 1. Order Related

a. Order Status

i. Where is my order?

Once your order has been shipped, you can track it using the tracking number that you must have received in the Shipping confirmation email.

ii. What is a failed delivery?

Failed deliveries result when the courier company made an attempt to deliver your order but was unable to do so because of your unavailability.  Customers will be notified of failed deliveries via emails. You can also raise a support ticket to know the specifics of the same.

iii. I want to schedule a delivery time

We do not offer scheduled delivery, however, some shipping companies may provide this service. You can check your options directly with Canada Post or UPS.

iv. How can I change the address or phone number of my order?

After your order is placed it is immediately sent to the warehouse for shipping.  In most cases, we will not be able to change the address.  If the issue is critical, email us and we will do our best to cancel or update the order.

b. Returns and Refunds

i.  dotmobile Return Policy - Give Link to the policy section

ii. How do I return an item I purchased?

Returns for our products are accepted via RMA (return merchandise authorization) ticket within 30 days of shipment, with all packaging, provided they meet the conditions mentioned in our return policy. You can find the return policies under every product description in our Marketplace section. 

To start the process, create a new ticket from your order history or the support screen. For issues, reach out to support@dotmobileapp with your order number. 

iii. How will I get refunded for the returned orders and how long will the process take?

In the case of return/refund/replacement, the refunds are processed once the products have been received and verified at our partner’s warehouse.  

For online payments, the refund will be processed to the same amount from which the payment was made within 24-48 hours of us receiving the products back. It may take additional 2-3 business days for the amount to reflect in your account. 

If you have any questions, please contact support@dotmobile.app

iv. Can I return a part of my order?

Yes. A return can be created at an item level. If you ordered multiple products, you can initiate a return/refund or replacement for any of the individual products, provided the order meets the criteria listed in the return policy. 

Raise a support ticket with reasons to return a part of your order.

c. Cancellation and Refund 

i. How do I cancel an order?

  • Can my order be canceled before it has been shipped?

If the products in your order have not been shipped, then you can cancel directly through the Order Section in our app. Once the order has been canceled, the money will be refunded to your account within 48 business hours after the cancellation request.

To cancel, go to your orders and cancel your order. You can also raise a support request within 24 hours of placing your order. 

  • Can my order be canceled after it has been shipped?

Unfortunately, we currently do not cancel the order once it has been shipped. 

ii. Can I cancel only a part of my order - 

Yes. If you ordered multiple products, you can initiate a cancellation request for any of the individual products, provided the order has not been shipped.

Go to your orders or raise a support ticket with reasons for cancel within 24 hours of placing the order.

iii. How will I get refunded for the returned or canceled orders and how long will the process take?

In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request. 

2. Shopping Related

a. Order Placement

i. Can I club my orders from different sellers to be delivered together?

Items shipped from the same partner will generally be delivered together. Unfortunately, not every time we can guarantee that all items of your order will be delivered at the same time. 

ii. Can I edit my order after confirmation?

  •  Add a new item:

Unfortunately, you can not add any new items to the order once confirmed. Place a new order to add a new item. 

  • Remove or cancel the order:

You can remove or cancel the order before it has been shipped. Go to your order or raise a support ticket within the next 24 hours or order confirmation. 

  • Edit the delivery address:

Unfortunately, you can not edit the delivery address after the order has been shipped. You contact the shipment partner with your order tracking number (provided in shipment details) and request for a change in the delivery address. 


iii. How do I know that my order is confirmed?

You will receive an email confirmation from us with order details once your order is placed. Check your email. You can also see the status of your order in the app. 

b. Shipping and Delivery Policies

i. dotmobile Shipping Policy

Your product will be shipped within 24 hours of the order confirmation and will arrive at your door 2-5 business days later.

ii. Why is there a delivery charge? 

Delivery charges are the shipping fees to cover for our logistics cost and ensure that your order is delivered to you in a timely and efficient manner. 

iii. How does the delivery process work?

Once your order is processed in our system, the order is passed through quality checks at our partner’s warehouse. It is then handed to the delivery partners, who ensure that the items are delivered to you in a timely and safe manner.

iv. What is the estimated delivery time?

Once the order is confirmed, it is shipped within 24 hours of order confirmation and will arrive at your door within 2-5 business days.

v. Why is my order getting shipped in multiple shipments?

This is simply because parts of your order are being shipped by different partners of ours located at different locations within Canada. The shipping charges are applicable to the overall order.

vi. Can I visit any dotmobile physical store to return my order?

No, we do not have any physical stores. All return requests have to be made online through our app. You can also email to support@dotmobile for further assistance. 

c. Gifting and packaging

i. Can I gift wrap my order?

Currently, we do not have gift wrapping options available for our products.

ii. Can I place an order for someone else?

Yes. To place an order for someone else, you will have to ensure that you update the shipping address in the app with that of the person you want to deliver the product to.

d. Health and Safety

i. How is it ensured that the product is safe?

In light of the recent Covid-19 situation, all our partners follow rigorous safety measures to ensure that your product is safe for use. Because your product will be shipped, we advise to follow extra precautions and sanitize your package well before use. 

3. Payments

a. General

i. How do I pay for my dotmobile purchase?

We offer the following secure payment options: Google pay, Debit, and Credit cards

ii. How safe is it to use the online payment methods by dotmobile?

We use industry-standard 3D secure payment methods to ensure all your payments at dotmobile are processed in an extremely secure environment. We do not hold your payment details.

Our payment partners monitor transactions continuously for suspicious activity and flag any fraudulent transactions for verification by our team. 

iii. Can I have multiple payment methods stored?

Yes, you can use the options available on our app.

iv. Where will my refund money go?

Once your refund is initiated, it will be reflected in the account that you used to place your order. 

In case of a change in details, reach out to us by raising a support ticket or emailing before raising the refund request.

4. dotmobile Account

a. My Profile

i. How do I delete my account?

You can delete your account from our mobile application by choosing the ‘CLOSE MY ACCOUNT’ option.

ii. What information do you have about me?

We are designing a private wireless system in accordance with the Canadian Privacy Principles. To read more on how we use your information read our blog on privacy policy, here.

The following blog details what will happen to your information if you decide to close your account

b. Founding Member Benefits

To celebrate the release of our app in June 2020, we are happy to announce some of the perks* for you, our Founding Members:

  • A free monthly subscription to wireless service when it launches
    • Founding members will get their monthly subscription fee waived, which includes voice and text, so they only pay for Data On Tap with all its benefits - unlimited rollover and no roaming fees in Canada or the US.
  • Ongoing Marketplace discounts and special offers
  • Discounts on repairs, phone insurance (available in the near future)

*There are still regulatory decisions pending from the government, so details and pricing for our products and services are subject to change. You can read more about the Basic and Full wireless subscription options on the Membership page. Founding members will always receive exclusive benefits and discounts, regardless of any changes we need to make.

5. Future Services

a. Wireless

i. When will dotmobile have wireless services?

Our wireless service is highly dependent on the results of the CRTC hearing that was held in February, 20202. The Canadian wireless industry is still deciding the fate of full Mobile Virtual Network Operators like us (aka Tiny Telecoms). You can read our latest submission to the regulator about how the impacts of Covid-19 have increased the need for flexible wireless service for youth, seniors, students, small businesses, families, and newcomers, no matter where they live. You can also watch our presentation to the CRTC from back when in-person meetings were still happening.

6. Policies

a. dotmobile Return policy 

Returns for our products are accepted via RMA (return merchandise authorization) ticket within 30 days of shipment, with all packaging, provided they meet the conditions mentioned in our return policy. You can find the return policies under every product description in our Marketplace section. 

b. Shipping policy

Your product will be shipped within 24 hours of the order confirmation and will arrive at your door 2-5 business days later.

c. Cancellation policy

If the products in your order have not been shipped, then you can cancel directly through the Order Section in our app. Once the order has been canceled, the money will be refunded to your account within 48 business hours after the cancellation request.

To cancel, go to your orders and cancel your order. You can also raise a support request within 24 hours of placing your order.

Unfortunately, we do not offer cancellations of orders, once the product has been shipped. To escalate a request, write an email to support@dotmobile.app

d. Privacy policy 

The privacy of our members is very important to us. In the blog here, you can read how and what information of yours will be used by us. 

The following blog details what will happen to your information if you decide to close your account


For any other assistance, reach out to us through email at support@dotmobile.app