Frequently Asked Questions

You will receive an email confirmation of your order, with a 4-digit number. This is your order number with Second Shop.

Your delivery fee covers up to 3 units on your order. If your order has more than 3 items, it will be an extra $25 per additional unit.  

Courrier fees are based on 1 unit. 

Reach out to customerservice@secondshop.ca and we can see what services we are able to add to your order.  

Adding a service will be based on where your order is in the fulfilment process.  

If we can add the service, we will send you an invoice to pay for the additional service(s) 

If you need to cancel a scheduled service (including delivery, installation, or haul-away), please contact customerservice@secondshop.ca as soon as possible. 

Please note: 

• Service fees are non-refundable once a service has been scheduled  
• If a service has already been completed, it cannot be cancelled or refunded 
• Cancelling a service does not cancel your product order, as all sales are final 

If you have questions about your scheduled service or need to make changes, our team is happy to help where possible. 

Refunds on products are issued when we receive the product back in our warehouse. This can take up to 3 weeks if you are outside of Ontario. 

Once we process the refund to your original method of payment, banks can take up the following timeline to refund: 

• Credit cards/Shop Pay can take 24 to 48 hours (business hours) 
• Pay Pal is an e-transfer to you and can take up to 5 business days 
• Affirm and PayPlan by RBC can take up to 5 business days 
• Bank Deposit is an e-transfer to you and can take up to 5 business days 

If any item has not yet shipped, you can cancel your order. 

For orders which are already out for delivery, and a cancelation is requested:  

• The delivery fee is non-refundable.  
• A restocking fee of 10% of your purchase will be deducted from your refund. 
• Return shipping fees will be deducted from your refund. 

Our warehouse is currently located in Burlington, Ontario. We work with several transportation providers to get your product to you.  

Allow our teams 24 to 48 hours to process your order and get it ready for shipment.  

Once your product is picked up: 

• If LOCAL DELIVERY, you will receive an email notification with the delivery date & time of your order.  
• If outside the LOCAL DELIVERY area, you will receive an email notification with a tracking number that is linked to the transport provider, you can follow your order through this link. 
• If a COURRIER is used (UPS/FEDEX/ CANADA POST) you will receive a tracking number and link to their sites to help you follow your product.  

Should you not receive a link, please email customerservice@secondshop.ca 

Use the link provided to you via email. 

Should you not receive a link, please email customerservice@secondshop.ca  

Email customerservice@secondshop.ca with: 

• Your order number 
• Name 
• Requested Delivery date and Time 

We will do our best to re-schedule. 

For orders which are already out for delivery, and a change is requested, the original delivery fee is NON-REFUNDABLE. 

Please email customerservice@secondshop.ca  

We will cancel your order and refund you to your original method of payment.  

REMEMBER: Refunds can take time to get back to you. 

• Credit cards/Shop Pay can take 24 to 48 hours (business hours) 
• Pay Pal is an e-transfer to you and can take up to 5 business days 
• Affirm and PayPlan by RBC can take up to 5 business days 
• Bank Deposit is an e-transfer to you and can take up to 5 business days 

In some cases, exchanges may be approved at SecondShop’s discretion. Approved exchanges are subject to: 

• A 10% restocking fee 
• Return shipping fees 
• Availability of replacement inventory 

Applicable fees will be deducted from your refunded amount. Please note that shipping, delivery, installation, and service fees are non-refundable. 

Please email customerservice@secondshop.ca and we can help you.  

Things to be aware of: 

• A restocking fee of 10% of your purchase will be charged to you or deducted from your refund. 
• The delivery fee is NON-REFUNDABLE. 
• We will help find the correct item, you will be charged the difference in price, should the new item be more.  
• You will be charged a second delivery fee. 

Please email customerservice@secondshop.ca and we can help you. 

REMEMBER: There is some preparation needed prior to delivery including: 

• Uninstalling the original item (you may need the support of a technician). Our delivery teams do not un-install dishwashers, Over-the-Range, washing machines, or fridges. 
• Clearing a path to your unit’s location. 

If the service is not completed due to the original item still being installed or the team cannot get to the unit, the service cannot be completed. You will not be refunded the service, this is part of preparing for your visit.  

We hope this never happens, but should something occur. Please reach out to customerservice@secondshop.ca with 

• Your Order number 
• Name 
• Images of the damage 

We will look to make this right for you

Our Local Delivery Teams, are able to navigate narrow entrances. They can remove parts of the unit to maneuver it into your space (and put it back together once inside).

There is no extra cost to you to deliver items up or down a flight of stairs.

If you refuse delivery of your item, it will be returned to SecondShop. Once the item is received and inspected, any eligible refund will be processed less applicable fees. 

Please note: 

• Shipping fees are non-refundable 
• Service fees are non-refundable once scheduled 
• A 10% restocking fee will apply 
• Return shipping fees will be deducted from the refund 

Refunds (if applicable) are issued only after the item has been returned, received, and assessed. Processing timelines may vary based on carrier return times and inspection. 

If you have questions about your specific order, please contact customerservice@secondshop.ca with your order number. 

Many of our products are open box items. They may show cosmetic imperfections.

• These items are sold as-is, and cosmetic issues alone do not qualify for return, refund, or exchange. 
• However, damage compensation may be offered for concealed damage or damage incurred during shipping provided the issue is reported within 30 days of delivery.
• All claims are assessed based on the visibility of the damage and its impact on the functionality of the unit. 

Our Customer Service Team is happy to help customerservice@secondshop.ca

Open box items and are sold as-is.

This means they may arrive with cosmetic imperfections or non-essential missing accessories. 

If missing parts do not impact the functionality of the product, this does not qualify for return, refund, or exchange. 

If missing parts do impact the functionality of the product, support will be provided under the applicable warranty: 

• For items with a manufacturer’s warranty, the manufacturer will be the first point of contact to source replacement parts. 
• For items with a SecondShop-provided warranty, SecondShop will be the first point of contact to assist with sourcing replacement parts. 

Claims for missing parts must be reported within 30 days of receipt. 

Our Customer Service Team is happy to help customerservice@secondshop.ca

If a scheduled service (such as delivery, installation, or haul-away) was not completed at the time of delivery, please contact customerservice@secondshop.ca as soon as possible with your order number and a brief description of the issue. 

Any services that were not completed will be rescheduled or refunded, depending on the circumstances. 

Our team will work with you to resolve the issue as quickly as possible. 

Select small appliances are covered by a 60-day limited policy that begins on the date the product is received. 

This policy covers: 

• Missing functional parts 
• Damaged parts 
• Functional issues that affect normal operation 

If an issue is identified within the 60-day period, support will be provided in accordance with the applicable warranty or policy terms. 

Please note: 

• Shipping fees are non-refundable 
• Cosmetic imperfections do not qualify for return, refund, or exchange 

To initiate a claim, please contact customerservice@secondshop.ca within 60 days of delivery and include your order number and details of the issue. 

At Second Shop, all sales are final. 

Please reach out to customerservice@secondshop.ca and we can support you with: 

• Servicing your product & functionality 
• Missing parts 
• Missing manuals 
• Questions about how to use the product 
• How to help if the wrong size/colors was purchased 
• Cosmetic issues with your product.

At SecondShop, we work hard to offer the best value by sourcing products at the lowest prices available. Because we acquire our stock from a variety of suppliers in different conditions, our prices may fluctuate based on availability, demand, and market trends. We continuously monitor the market and adjust our pricing to stay competitive, ensuring you get a great deal. Due to these factors, we do not offer price matching against other retailers or past prices on our own products. 

However, if the price of an item you purchased drops before your order has shipped, we will gladly honor the lower price upon request. Just contact our customer support team (customerservice@secondshop.ca), and we’ll refund the difference. 

Our goal is to provide fair, transparent pricing while maintaining the quality, selection, and savings you expect from SecondShop. 

No.Shipping, delivery, installation, and service fees are non-refundable, even if an exchange is approved.

Yes. SecondShop can store purchased items upon request. 

• Storage is complimentary for the first 30 days 
• After 30 days, a storage fee of $10 per week per item will apply 
• Storage fees must be paid prior to delivery or pickup 

Please contact customerservice@secondshop.ca to arrange storage.