How do I place an order?
Navigate to the product page for the item you wish to purchase. Click the 'add to cart' button on the right hand
side of the page. Proceed to checkout and follow the steps indicated. If ever you are having trouble completing
your purchase, give us a call 1-888-313-1124.
I placed an order, did you receive it?
"Once your order has been received, you will get a confirmation email in your inbox with the subject "ITFactory.ca: New Order # 1000XXXXX",
at this point your order has been received. If we need any additional information, one of our Customer Service
Agents will contact you.
Can I order by phone?
Definitely! You can give us a call at 1-888-313-1124 and place your order over the phone with one of our Customer
Service Agents. They are available Monday to Friday, 9:30am to 5:30pm EST.
Why do I have to verify my order?
One of the ways that we prevent online fraud and protect you from anyone using your credit card against your knowledge, is by performing an additional verification. This is required on some new or large orders. During this process we may ask you to provide us with an alternate email address from a secure domain, or we may contact you directly by phone. If your order cannot be verified within 3 business days, it will automatically be cancelled and your payment refunded.
Why was my order cancelled?
Please note that ITFactory.ca reserves the right to cancel any order due to stock availability or information errors. In the case where we must verify your order, we will attempt to contact you either by phone or by email. If we do not get a response within 3 business days, your order will automatically be cancelled and your payment refunded.
How do I cancel/change my order?
For Software Delivered Electronically: If we have not yet emailed you the Product Key, you may
contact us immediately to cancel or change your order. If we have already sent you the Product Key, please see our Return Policy.
For all Shippable Products: If you wish to cancel or change your order that has not yet been shipped, please
contact us immediately. If your order has already shipped, please see our Return Policy.
Where do I use my coupon code?
If you are using a coupon code, simply add the product to your cart and then click 'Proceed to Checkout'. Enter
your coupon code in the appropriate box and click 'Apply Coupon'. You should see the coupon being applied
to the subtotal of your cart.
Why won't my coupon code work?
If you do not see the discount being applied for a valid coupon code, send us an email at firstname.lastname@example.org.
and give us the details of the code you are trying to use and where you got the code and we will be able
to furthur assist you.
Can I apply multiple coupons at the same time?
Most of our promotional coupon codes cannot be combined with other offers. If there is an exception to this rule,
it will be mentioned in the details of the offer.
How do I use my gift card?
If you are using a Gift Card, simply add the product to your cart and then click 'Proceed to Checkout'. Enter
your Gift Card Code in the appropriate box and click 'Add Gift Card'.
How do I see my order status?
You can see the status of any of your orders by logging in to your account. If you do not have an account you
can give us a call and we will be able to update you on the status of your order.
Why is my order on hold?
There are a couple of reasons that your order status may be "On Hold" including out of stock product and problems
with the shipping address or payment information. Please check your email inbox as our customer service team
will be in touch regarding your order.
Why do I have to go through a verification process?
We do our very best to make sure that no one is being frauded. Sometimes this will mean getting some additional
info from you before we complete your order. While we understand that this can sometimes be frustrating (you
want to get you your order fast too!), please bear with us as this policy is in place to help keep everyone
secure when they shop online!