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Orders

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 sales@itfactory.ca. 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!

Shipping

How do I get free shipping for my order over $99?

If the subtotal of your cart adds up to more than $99 you will see the option for CANADA FREE SHIPPING during your checkout process.

How do I obtain the estimated date of delivery of my order?

You can find more informaiton on our Delivery Options page.

How much will my shipping fees be?

We have Flat-Rate shipping options which you can find here on our Delivery Options page.

Where can I get my tracking number?

Once your order has been shipped you will receive an email with your tracking number. You can also login to your account to track any of your orders, or give us a call 1-888-313-1124.

How much is it to ship an order to the United States/International?

You can find our Flat-rate shipping options on our Delivery Options page.

Returns

I received the wrong product, what should I do?

If we have shipped you the wrong product (not the product stated on your order confirmation) please contact us ASAP 1-888-313-1124.

How do I return a product?

For details on how to return your purchase please see our Return Information.

For Software Delivered Electronically: Normally once a Product Acvtivation Code has been sent we cannot accept returns, however, we may accept the return if we can ascertain that the activation code has not already been activated or registered to an account AND we are able to successfully use the activation code for another order. If this is the case we will be able to provide a full refund once we can confirm the successful use of the Product Activation Key for the new order.

For all other products: Returns on unopened software and hardware will receive a refund if returned within 30 days of receipt by customer. We do not issue refunds, returns, or exchanges on any physical item that has been opened, tampered with, or has an exposed activation key (activation key located on the outside of the box). OEM and DSP software are final sale.

When will I get reimbursed?

If we have confirmed your order cancellation or return, we will process the refund right away and you can expect to see the credit reflected in your account within 5 business days.

Account

How do I reset the password to my account?

On the login page you can click "Forgot Your Password" and a temporary password will be sent to your inbox. Please use this temporary password to login right away and change your password to one of your choosing.

Why should I create an account?

By creating an account you will be able to easily check your order status, track your order, print your invoices and access other useful options to make your shopping experience as fast and efficient as possible.

What is 'ITFactory VIP'

An ITFactory VIP is anyone who has signed up for our email communications. By signing up as a VIP you will get access to exclusive deals and also be the first to hear about news and promotions. We love our VIP's!

What if I lost my Product Activation Key?

If you purchased your software "Delivered Electronically" or as a "Download" you can find your Product Activation Key in your account under 'My Downloadable Products'.

General Information

Do you provide technical support?

While we will always do our best to point our customers in the right direction if they encounter any problems, we do not provide formal technical support and it is ultimately the customer's responsibilty to ensure they have the techincal knowledge required to download/intsall and use the software purchased. Some products are eligible for updates and technical support from the manufacturer, if you are uncertain whether the product you are considering is eligible, be sure to ask.

I'm having trouble installing the software I purchased at ITFactory.ca, what should I do?

If you are having problems installing or activating your purchase please let us know either by sending an email to sales@itfactory.ca or calling us at 1-888-313-1124. Please try and include a screenshot of any error message you received as this will help us identify and resolve the problems much faster.

Will this software work outside North America?

This depends on the product. You can give us a call at 1-888-313-1124 for more information.

What if I can't find the product I am looking for?

Give us a call! We have access to many products that aren't listed on our website and can help you find the best deal on what you are looking for.

Do you have a physical store for pickup?

No. We do not have a physical storefront and our head office location is strictly a sales office. The products we sell are kept throughout our warehouse locations.

Do you offer price match?

Because there are so many phony websites offering suspiciously low prices, we at ITFactory.ca keep an updated list of genuine resellers. If you have found a legitimate price difference on a real product at one of these companies, we will look into the matter and not only match the price, but beat it!

What are the discounts for bulk orders?

You can contact us about bulk orders here, or by sending an email to sales@itfactory.ca.

I'm a reseller, do you offer volume discounts?

Yes! You can contact us here, or by sending an email to sales@itfactory.ca.

Terminology

Delivered Electronically vs. Physical Shipment

If you selected software "Delivered Electronically" or "Download" you will not receive a physical shipment, instead you will be able to download and install the software online, and use the product activation key code we send you by email to activate the software. Alternatively if you choose "Physical Shipment" then we will ship you the software you purchased. In this case you do not receive the Product Activation Code by email.

Retail

For software, this indicates that the product you will receive is the full retail version (either delivered electronically or shipped), and usually qualifies for tech support from the manufacturer (whether there is support and the extent of support depends on the manufacturer and the product).

Product Key Card

This retail version of software typically does not include any media (CD, DVD or otherwise). The Product Activation code is printed on a "Key Card" along with details of how to go about downloading the software online

License

License Packs do not include any installation discs. They are only designed for adding additional users/devices to an existing setup, or for use if you already have installation discs. They are commonly used in server environments to add additional users. Certain types of license packs do not include product keycodes, as they are designed to be used on the “honor system,” granting you a license to add additional users/devices to your system.

OEM

OEM software is a full version of the software which will include the installation disc(s), and product keycode/serial number. OEM software does not come in a retail box, doesn't include printed manuals, cannot be transferred (even if the original computer breaks), and is not eligible for free technical support from the manufacturer. Help files are normally included on the disc. OEM software can be upgraded to future versions of the software.

Refurbished

A product can be considered "refurbished" for several reasons including but not limited to: returned items, items that used to be demo products, items that were originally leased or rented and defective or damaged items that have been repaired.