Customer Service and Returns
Our return policy and how to get in touch with us.
- How can I contact Petro-Canada Mobility customer service?
Simply call 1 (866) 788-3475 from a landline phone or 611 from your Petro-Canada Mobility cell phone.
If you are calling due to technical issues with your Petro-Canada Mobility service we recommended calling from a landline.
- I am not a Petro-Canada Mobility customer, but I would like to learn more about your service. How can I get information?
Please browse through this website and if you have any further questions or concerns, contact us directly by calling Petro-Canada Mobility Customer Service at 1 (866) 788-3475.
- My phone purchased from Petro-Canada Mobility does not seem to be working. Who can I contact?
If you are experiencing a hardware issue with your phone, please call the manufacturer directly for assistance.
- Have you heard about the CRTC Wireless Code?
The CRTC Wireless Code comes into effect on December 2, 2013. The Wireless Code establishes a common set of rights for all wireless consumers. The CRTC has developed a checklist to help you understand the most important things that the Code does for you. Visit the CRTC’s website at crtc.gc.ca/wirelesscode to find a copy of the Wireless Code and for an explanation of your rights as a wireless consumer.
Do you have a complaint that we have been unable to resolve?
The Commissioner for Complaints for Telecommunications Services (CCTS) may be able to assist you: ccts-cprst.ca or 1 (888) 221-1687.
- What is Petro-Canada Mobility's return and warranty policy?
You can receive a full refund for your mobile phone by calling Petro-Canada's Customer Service at 1 (800) 668-0220 (TTY: 855-717-5543); however, all prepaid account top ups and SIM cards are non-refundable.
Your phone must be sent back to Petro-Canada Mobility's Customer Service department within 15 days from the date of purchase. Once your phone is received and inspected, you will be sent a cheque.
Your Petro-Canada Mobility mobile phone has a one-year manufacturer's warranty against manufacturing defects. This warranty does not include normal wear and tear, or damage caused by dropping or otherwise breaking the phone or any of its parts.
Contact the manufacturer for any hardware related issues.
All SIM card sales are final and cannot be refunded. If you discover that your SIM card does not work in your handset, you can purchase a Petro-Canada Mobility SIM card at most retail locations.
If your phone was purchased online, you have 15 days after you received your phone to return it to Petro-Canada Mobility Customer Service department. Once your phone is received and inspected, the card with which you paid will be refunded (not including shipping costs).
Please refer to Petro-Canada Mobility Terms and Conditions for complete details.
- Do you have an exchange policy?
We do not do direct exchanges. In order to exchange a phone, you must purchase a new phone and receive a refund on your original phone. However, you are able to keep your current phone number and account top up by transferring your SIM card.
- What is the return policy on Bluetooth headsets?
Due to health issues concerning the ear piece, we cannot accept returns of your Bluetooth headset.
If you are experiencing hardware issues with your Bluetooth headset, please call Nokia at 1 (888) 22-NOKIA or 1 (888) 226-6542.