FAQ

FAQs About SecondShop 

Where does SecondShop secure its product from? 

SecondShop has relationships with the largest retailers and manufacturers in Canada. We receive and condition test all of these products before releasing them for sale to our buyer network.

Where is SecondShop located? 

SecondShop’s warehouse is located in Burlington, Ontario. However, shopping is done online. We ship to and service most of Canada!

What forms of payment does SecondShop accept?

We accept all major credit cards, PayPal, and Etransfer. We also offer buy now pay later options through Affirm, and PayPlan by RBC.

How is SecondShop able to offer such large discounts off new products? 

SecondShop works directly with manufacturers and retailers to source overstock or open box items at a significant discount on new products they are unable to sell through traditional channels. In short, you get a new product at a fraction of the price.

What are the differences between New Open-Box, New Scratch & Dent, and Like-New/Refurbished Products? 

New Open-Box Products 

  • Definition: Open-box products are items that were previously purchased but cancelled or returned prior to installation. These items have never been fully unpackage or used. 
  • Condition: Open box items have no signs of wear. Since they have been returned, the original packaging might be opened or slightly damaged, but the product itself should be in excellent condition. All original accessories, manuals, and warranties are included. 
  • Warranty: Open box items often come with the manufacturer's original warranty, as they are considered almost new. 
  • Price: With open-box products you are getting a great discount on a Brand-New item. 
  • Ideal for: Customers looking for a nearly new product at reduced prices. 

New Scratch & Dent Products 

  • Definition: Scratch and dent products are new items that have sustained cosmetic damage during manufacturing, shipping, or handling. 
  • Condition: These products might have visible scratches, dents, or other minor imperfections, but they are otherwise fully functional. 
  • Warranty: Scratch and dent products usually come with the manufacturer's full warranty. 
  • Price: Sold at a steep discount. 
  • Ideal for: Customers who are looking for a functional product at a bargain price. 

Like-New/Refurbished Products 

  • Definition: Refurbished products are returns that may have had functionality issues. 
  • Condition: These products may show signs of prior use, such as minor cosmetic imperfections. 
  • Warranty: Refurbished products come with a one-year warranty. 
  • Price: Refurbished products are sold at a significant discount. 
  • Ideal for: Customers looking for a functional product at a bargain price and are not concerned with minor signs of wear. 

FAQs About Your Order 

What is my order number? 

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

How many units are covered in my delivery fee?

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. 

I want to add a service to my order. 

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) 

I want to cancel a service. 

Reach out to customerservice@secondshop.ca and we can help remove a service from your order and refund you the fee. 

How long will a refund for a service take? 

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 

When will my product be delivered? 

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 

How do I track my order? 

Use the link provided to you via email. 

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

How can I change my delivery date &/or delivery time? 

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. 

I want to cancel my order.

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 

Are there any fees for canceling my order?

For orders canceled before delivery there is no fee. 

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.

I ordered the wrong color, how can I return or exchange my item?

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. 

I ordered the wrong size, how can I return or exchange my item?

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. 

The service I paid for was not completed. 

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.  

There was damage to my property when the item was delivered.

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

I have a narrow entrance, will the delivery team be able to navigate the space?

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

My unit needs to go up/down a flight of stairs, is there extra cost?

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

I refused my item at delivery, what are the next steps?

Please reach out to customerservice@secondshop.ca we can guide you through the next steps.

My order is missing piece(s).

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

Check out our 30-Day No Lemon FAQs. 

My order is more dented than I expected. 

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

Check out our 30-Day No Lemon FAQs.

Can I return my item?

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.

It passed 30 days, but I have issue with my product

Please reach out to customerservice@secondshop.ca 

  • Functional issues, we will help support with getting your unit serviced under our 1-year warranty. 
  • Cosmetic issues must be addressed in the first 30 days of receiving the product, even if it is not being used.  
  • We are not responsible for damage to a unit which may have been left in a secondary location prior to installation date.

The price of my item has changed in the last 30 days.

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.