Customer Support

  • What is the deal with the import duties in Canada?

    If your shipping address is in Canada, you may be required to pay additional customs fees due to Canadian import laws, as we ship from the United States. This information is in our Shipping Policy.

    We are working to eliminate this, but until then for more information, please check with the Canada Border Services Agency (CBSA).

  • Please confirm that the credit card information has been filled in correctly. If this is the case, please try again after a few minutes. If the problem persists, check with your credit card issuer or try a different method of payment. You may also try to use a different payment method, i.e. PayPal. If the payment still fails, please send us a screenshot of the error message.

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  • First, you will want to look into why it might have failed, there could be various reasons:

     

    1. A problem with the credit card
    2. Your online Payment Gateway settings
    3. Incorrect card details provided during payment

     

    Here is a list of actions you could take: 

     

    1. Make sure that your debit/credit card details are correct when making a purchase.
    2. Try to use an alternative card or payment method such as PayPal if possible.
    3. Contact your debit/credit card provider with the error message, they may be able to identify the issue you are having.
    4. If you are still having transaction problems, please contact us with details of the error message.

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  • CVV Number (“Card Verification Value”) is a 3 digit number available on the back of your credit/debit (VISA®, MasterCard®) card. On American Express® branded credit or debit card it is a 4 digit numeric code located on the front of the card.


    This code is often used for verification purposes, especially for online purchases to prevent fraud. Providing the CVV number implies that the person placing the order has physical possession of the card.

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  • Rest assured that we do not collect or store your credit card details. All payments are handled by either PayPal or Cybersource, based on your method of payment. Once you reach the final stage of the checkout process, you will be taken directly to PayPal’s / Cybersource' secure site. Your credit card details are never accessible to us.

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  • Currently, the available payment methods for purchasing from our website are PayPal and Credit Card. For PayPal inquires, please contact PayPal directly at 1-888-221-1161 (U.S.) or 1-402-935-2050 (calling from outside the U.S.) For Credit Card inquires, please contact your issuing bank for more information. 

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  • After placing an order, you will have 3 hours to complete the payment. OnePlus will also send out reminders. Orders will be cancelled automatically if the payment is not completed within 3 hours. Don't worry if you miss the 3-hour window! Simply re-purchase the items when you’re ready! We are open for everyone, every minute!  

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  • If you are using a PayPal account, please make sure that your shipping address exactly matches the address that you have on file of PayPal. An extra space or missing punctuation can cause the payment to fail. Once you have amended your shipping information, please try again.

    If you are using a Credit Card, please make sure that all credit card information is correctly filled in. Your order can be found in the Pending Payments tab under My Account.

    If payment problems persist, please contact PayPal or try a different method of payment. PayPal's phone numbers are: 1-888-221-1161 (US), 1-402-935-2050 (if calling from outside the US)

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