Frequently Asked Questions (FAQ) – BOOX Canada
Find clear answers about payments, shipping, taxes, warranty, returns, Open Box products, and BOOX support when shopping at e-Reader.ca — an authorized BOOX retailer in Canada and one of Canada’s earliest authorized BOOX retailers, operating since early 2021.
Looking for detailed information about our shipping policies, warranty handling, carrier investigations, and customer reviews?
👉 Read our full e-Reader.ca Reviews & Warranty page.
About e-Reader.ca
Is e-Reader.ca an authorized BOOX retailer in Canada?
Yes. e-Reader.ca is an authorized BOOX retailer and one of Canada’s earliest authorized BOOX retailers, operating since early 2021. We ship from Toronto, Ontario and provide Canadian warranty support.
Payments & Checkout
What payment methods do you accept?
We accept Visa, MasterCard, American Express, and Interac e-Transfer. All prices are displayed and charged in Canadian dollars.
Can I ship to a different address if I pay by credit card?
For fraud prevention, credit card orders ship only to the verified billing address. For delivery to a different Canadian address, please use Interac e-Transfer.
Can I check out as a guest?
Yes. Guest checkout is available, or you can create an account during checkout.
Shipping & Delivery in Canada
How do you ship orders in Canada?
Orders ship from Toronto, Ontario via Canada Post, Purolator, Canpar, or FedEx with tracking. High-value shipments may require a signature or Card for Pickup service.
How much does shipping cost?
Orders under $100 CAD have a $5 shipping fee, based on the subtotal before tax.
Orders of $100 CAD or more include free shipping within Canada.
How fast do you ship?
Most orders are processed and shipped within one business day.
What if Canada Post is not convenient or is experiencing a service interruption?
When reasonably possible, we may use alternative carriers such as Purolator, Canpar, or FedEx to help minimize delays.
My tracking is delayed or does not show delivery. What happens next?
If tracking appears delayed, stalled, or does not show confirmed delivery, we can open an investigation with the shipping carrier. While the shipment remains under active investigation, we may need to wait for the carrier’s official determination.
If the carrier confirms that the shipment was lost or not delivered, we will offer either a replacement shipment, subject to availability, or a full refund for the affected order.
What if my shipment was sent with Signature or Card for Pickup?
Please bring appropriate identification and your tracking number to the designated pickup location within the carrier’s hold period.
What if delivery takes longer than expected?
Delivery timeframes shown on product pages or during checkout are estimates. Delivery may be affected by carrier delays, weather, service interruptions, address issues, or other circumstances outside our reasonable control.
Taxes
Do you charge Canadian sales tax?
Yes. We collect applicable federal and provincial sales taxes during checkout:
- Alberta – 5% GST
- British Columbia – 5% GST + 7% PST
- Manitoba – 5% GST + 7% PST
- Ontario – 13% HST
- Quebec – 5% GST + 9.975% QST
- Nova Scotia – 14% HST
- New Brunswick – 15% HST
- Newfoundland and Labrador – 15% HST
- Prince Edward Island – 15% HST
- Saskatchewan – 5% GST + 6% PST
- Northwest Territories, Nunavut, and Yukon – 5% GST
Open Box BOOX Products
What does Open Box mean?
Open Box products are in like-new cosmetic and working condition. Their original packaging has been opened, and the product may have been briefly handled. Every Open Box device is fully inspected and tested before sale to confirm that it meets our quality standards.
Like-New Cosmetic & Working Condition • Fully Inspected & Tested • 1-Year Canadian Warranty • 30-Day Return Policy
What condition are Open Box tablets in?
Open Box tablets are offered in like-new cosmetic and working condition. They should not show meaningful cosmetic wear, damage, or defects. Any important condition difference will be disclosed on the individual product page.
Are Open Box products fully functional?
Yes. Every Open Box device is inspected and tested to confirm that it is fully functional before it is listed for sale.
Do Open Box tablets include accessories?
Open Box tablets include the accessories and components listed on the individual product page. Some offers may also include complimentary cases, stylus pens, replacement nibs, or other promotional accessories.
Do Open Box tablets include the same warranty as new tablets?
Yes. Open Box BOOX tablets include the same 1-year Canadian warranty as new BOOX tablets.
Can I return an Open Box tablet?
Yes. Open Box BOOX tablets include the same 30-day return policy as new BOOX tablets, subject to inspection and the return conditions described in our Terms & Conditions.
What is the main difference between New and Open Box?
A New product is supplied in unopened manufacturer packaging. An Open Box product has packaging that has already been opened and may have been briefly handled, but it has been inspected and tested and is offered in like-new cosmetic and working condition.
Warranty & Support
What warranty do BOOX devices include in Canada?
New and Open Box BOOX devices include a 1-year Canadian warranty. BOOX accessories include a 3-month warranty.
Do New and Open Box devices receive the same warranty coverage?
Yes. New and Open Box BOOX devices receive the same applicable 1-year Canadian warranty coverage.
Are warranties separate from my consumer rights?
Yes. Our warranties are provided in addition to any rights or remedies available under applicable provincial or federal consumer protection laws.
Is BOOX warranty service handled in Canada?
Yes. Warranty service is handled locally in standard cases, helping customers avoid unexpected duties or overseas return shipping.
What does the warranty not cover?
- Accidental or physical damage
- Misuse, abuse, or negligence
- Unauthorized modifications, disassembly, or repairs
- Water, liquid, or moisture damage
- Damage caused by drops, crushing, bending, or excessive pressure
- Normal wear and tear
- Damage caused by incompatible accessories or chargers
- Environmental or natural-disaster damage
Do “dead pixels” apply to E-Ink displays?
E-Ink displays do not use traditional pixels in the same way as LCD or OLED displays. Minor dots within the manufacturer’s permitted tolerance may be normal and are not necessarily considered defects.
👉 BOOX Battery Life Tips for Canadian Users
Accessories & Stylus Pens
Which stylus works with my BOOX tablet?
Stylus compatibility depends on the BOOX model. BOOX tablets may use either an EMR stylus, which is battery-free and does not require charging, or an active stylus, which requires charging. These stylus technologies are not interchangeable.
Quick rule: No charging means EMR; charging required means Active.
What should I check if stylus or touch input seems unusual?
Certain cases, covers, stands, magnets, metal objects, or nearby accessories may temporarily interfere with stylus or touch input. Before requesting support, test the device without those items to rule out external interference.
👉 Full BOOX stylus compatibility guide for Canada
Returns, Refunds & Exchanges
What is your return window?
New and Open Box products may be returned within 30 days from delivery, subject to inspection and the return conditions described in our Terms & Conditions.
Do Open Box products have the same return window as new products?
Yes. New and Open Box BOOX tablets include the same 30-day return policy.
When do you provide a prepaid return label?
We provide prepaid return shipping for approved returns involving a manufacturing defect, transit damage, or an incorrect product shipped by us.
Who pays return shipping for preference-based returns?
If the product received matches the order and the return is based on preference, compatibility, change of mind, or no longer wanting the product, return shipping is the customer’s responsibility.
What condition must a returned product be in?
Returned products must be in the same like-new cosmetic and working condition in which they were received and must include all original packaging, accessories, manuals, inserts, documentation, and promotional items supplied with the order.
Do you charge a restocking fee?
A restocking fee of up to 10% may apply when the device remains fully functional and in like-new condition but original packaging, manuals, inserts, documentation, or included accessories are missing or damaged.
What if accessories, bundled items, or promotional items are missing?
If an included accessory, bundled item, or complimentary promotional item is not returned, its reasonable replacement cost may be deducted from the refund.
When will my refund be processed?
Approved refunds are normally processed within 5–10 business days after the returned product has been received and inspected.
Library Apps in Canada
Can I use Libby and Hoopla on BOOX tablets in Canada?
Yes. BOOX tablets run Android and support the official Libby and Hoopla applications through Google Play in Canada.