FAQ
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What is Cancella?
Cancella is a Canadian online retailer offering mobile accessories, tech essentials, and electronics. All orders are fulfilled through Canadian distribution partner Xcel Source Corp., shipping from warehouses in Canada.
Where do you ship?
We currently ship within Canada only.
How long does processing take?
Cancella requires one business day to verify and forward your order to our fulfilment partner. Xcel typically ships orders within 1–2 business days after receiving them. Total estimated time before shipment is about 2–3 business days.
How long does delivery take?
Once shipped, delivery generally takes:
• Ontario & Québec: 1–3 business days
• Western & Atlantic Canada: 2–7 business days
• Northern/remote regions: additional time may apply
These estimates do not include processing time.
Do you offer free shipping?
Yes. Orders over $75 CAD (before tax) qualify for free standard shipping anywhere in Canada. Orders under $75 use low, live carrier-calculated rates at checkout.
Which carriers do you use?
We use major carriers such as Canada Post, UPS, FedEx, Purolator, and LTL partners for oversized shipments. The carrier is chosen automatically based on warehouse location, route, and destination.
My order shows “delivered” but is missing, what do I do?
If your order is marked as delivered but you can’t locate it, please contact us within 48 hours. We’ll verify the address and work with the carrier to investigate.
My order arrived damaged — what should I do?
If your parcel arrives damaged, contact us within 48 hours with photos of the packaging, shipping label, and product. Cancella will coordinate with our warehouse and the carrier to arrange a replacement or refund.
Do you accept returns?
Yes. We accept returns within 30 days of delivery for new, unopened items in original retail packaging. Some categories are excluded for hygiene or integrity reasons.
Which items are non-returnable?
For hygiene and safety, we can’t accept returns of opened in-ear earbuds, opened screen protectors, cleaning fluids, software or digital goods, and gift cards. Open-box, non-defective items are not eligible for return.
Who pays for return shipping?
If your item is defective, damaged, or incorrect, Cancella covers the return shipping once the return is approved. For change-of-mind returns, the customer is responsible for return shipping costs.
How long do refunds take?
Refunds are generally processed within 3–10 business days after the returned item is received and inspected at the authorized return location.
Do your products include a warranty?
Most products include a manufacturer’s warranty, usually 1–2 years depending on the brand. Warranty terms are set by each manufacturer.
How do I submit a warranty claim?
Most warranty claims are submitted directly through the manufacturer’s website. If you’re unsure where to start, contact us and we’ll direct you to the correct warranty support.
Which payment methods do you accept?
We accept major payment methods supported by Shopify, including credit and debit cards, Apple Pay, Google Pay, and Shop Pay (where available).
Is my payment information secure?
Yes. Payments are processed securely through Shopify’s PCI-compliant system. Cancella does not store full payment card details on its own servers.
Do I need an account to place an order?
No. You can checkout as a guest. Creating an account simply makes it easier to track orders and view your purchase history.
Are your products authentic?
Yes. All products are sourced from authorized Canadian distributors, including Xcel Source Corp. We do not sell grey market or counterfeit items.
Do you charge customs or duties?
No. All products ship from within Canada, so there are no customs duties or import fees for Canadian customers.