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Frequently Asked Questions

We want you to have the simplest, easiest buying experience possible. But we know you might have a few questions. Choose from the options below and find the answers you're looking for.

General
Do I need a specific Browser?

Canon Shop is best viewed using Internet Explorer, Mozilla Firefox, and Google Chrome

What is my Billing address?

The billing address is the registered address that your credit card company holds. You can choose to have your order shipped to the same address or provide a different address for delivery.

How do I remove an item from my cart?

You can remove a selected item at any time from your cart before you make a payment. To remove an item, click on the "x" against each item that you have added to your cart on the Shopping Cart page.

How long will items remain in my cart?

If you delete the cookies in your browser then the item will be removed from the cart. Cookie lifespan will depend on your browser settings. If you are logged into the Canon Shop the item will remain in your cart up to 6 months

Why am I unable to find products on the Canon Shop?

We’re offering a select range of consumer products and value added product bundles. Our focus is on convenience and adding value by offering product bundles, free standard delivery within New Zealand on orders over $100 and the certainty of genuine after sales support and local warranty coverage. We will be monitoring feedback from consumers and we expect our offers will continue to evolve over time.

Why can't I find my item?

When you're searching for an item on the Canon Shop, you may occasionally find that your search does not return any results. This may be to a number of reasons, we suggest you check your spelling or the wording as we may not recognise spaces etc; and to check our website for all current products (as the one you want may no longer be available or we may not offer it on the Shop).

Payment & Security
What are the payment methods available?

The Canon Shop is able to accept American Express, MasterCard, Visa and PayPal.

Can I change my payment method?

No, once the order has been submitted we are unable to amend the payment method.

Are my credit card details secure?

Our site uses the SSL (Secure Socket Layer) industry standard - the highest level of security available today for web-secured applications. SSL relies on a pair of public and private key technologies provided by VeriSign, Inc. and is based on a 40-bit encryption algorithm developed by RSA Data Security, Inc. Canon does not collect or store any credit card information when we are accepting your order. Canon uses Cybersource payment gateway to process and store credit card information. Cybersource is fully PCI compliant to level 5. To see the Cybersource terms and PCI compliance, please visit : http://www.cybersource.com

When will my credit card be charged?

Canon receives authorisation to charge your account prior to shipping your item(s) therefore your card will be charged once you have confirmed your order.

Will my Canon purchase attract additional financial institution fees?

Canon does not charge financial institution fees to our customers. We encourage customers to check with their card issuing financial institution for any additional service charges or fees that may apply.

Can I change my billing address?

Your billing address is the registered address that your credit card company holds. Please ensure that your billing address is correct at the time of placing your order. Once your order has been accepted by Canon, your billing address cannot be changed.

If I am travelling, how do I get my GST refund?
Why was my credit card payment not processed?

Your credit card company may have declined authorisation to debit your card due to a number of reasons. We suggest you contact your card issuing financial institution or check the "Troubleshooting credit card payment errors FAQ" below for more information.

Troubleshooting credit card payment errors - checklist

Double check the card type (for example, American Express), the account number and expiration date.
Remove any dashes or spaces from the account number.
Is your card new or recently reissued?
- Call the financial institution to make sure it has been activated.
- Is it possible you have exceeded your daily spending limit for your card?
- Most debit and credit cards have daily spending limits that may substantially delay the processing of an order — even if there is enough money in an account. When using a debit card, funds are immediately reserved in your bank account at the time you place your order. Please consult your card-issuing financial institution for information about your daily spending limits if you are having trouble placing your order.
Have you checked if you have sufficient available credit for the purchase amount?
- Check with your financial institution.
Do you require authorization to proceed with the purchase?
- Check with your financial institution.
Does your billing address match the address details with your card issuing financial institution?
- To prevent any unnecessary delays processing your order, please ensure that the billing address on your order matches the information on your credit card account. If you have recently moved or are unsure whether you receive your credit card statement at your work or home address, please contact your card-issuing financial institution using the number on the back of your credit card to confirm.
Did you use the correct security code?
- The card security code is a unique three or four digit number printed on the front (American Express) or back (Visa/MasterCard) of your card, in addition to the account number.

Viewing Orders
How can I check the status of my order?

It’s easy to check the status of your order! Just visit MyCanon online and sign in with your username and password to get a summary of any orders you have placed. You’ll see your order number, the date and time the order was placed, the status of the order and package tracking information for items that have shipped. If you choose to view the order details of an order, you’ll see additional information including the products purchased, any discounts received and postage costs. You can print this view out as this is your invoice.

Order status messages include:

  • Status What it means
  • Submitted - We've received your order and are processing it.
  • Shipped - We've shipped your order using the shipping method you selected. You can track your shipment from MyCanon.
Can I cancel my order?

We ask that you make your selection carefully; as we are unable to cancel your order once it has been processed.

How do I change my order?

Unfortunately, once an order has been placed, we cannot make any changes as the items are processed for shipping immediately.

Can I track my shipments?

As soon as your item(s) have shipped, we'll send you a shipment notification email that includes a link for you to track your order status, or alternately you can track your orders by logging into your account.

How do I print or view an invoice?

We will email the invoice to you. If you have a MyCanon account you can also access the invoice online. Log in to your MyCanon account and click on the “My Orders” section to view all your orders. Once you have identified the order you wish to print/view, simply select that order by clicking the “Order Details” button to view your invoice.

Shipping & Delivery
What is the delivery time during Christmas season?

Once you have placed your order, you will receive an e-mail to confirm your order details. The expected delivery time is between 1 – 5 days. During the Holiday season we have collaborated with Courier Post to ensure guaranteed delivery of your orders in time for Christmas. Please make sure that your orders reach us by the recommended dates. We will always endeavour to provide you with the best possible service.

Can I ship to multiple addresses?

The Canon Shop does not support shipping items in a single order to multiple shipping addresses. To ship items to an additional address, please place a new order on the Canon Shop.

Can I ship outside of New Zealand?

The Canon Shop sells and ships items only within New Zealand and we do not ship to freight forwarders. The Canon Shop sells and ships products to end user customers only.

Problems with your shipment?

If you are experiencing any problems with your order or shipment, please contact us immediately so that we can investigate this for you and resolve the matter promptly.

How can I track my order?

We know how excited you are to receive your new purchase. If at any time you would like to confirm the status of your order or any of the delivery details, such as estimated delivery dates – you can simply log into your MyCanon account to view the status of your order. You will also receive a package tracking link which you can use to check on the location of your order.

What time will my order be delivered?

Deliveries will be between 7:30am and 5:00pm every business day.

Will deliveries need to be signed for?

Yes, a signature will be requested and is required as proof of delivery. If you know that no-one will be at home to accept delivery of your order, you may wish to consider shipping your order to your office address or an alternate address where you know that someone can sign for the delivery on your behalf. If you do choose to send to a business address, please ensure you include the name of the business in the address. Please Note: Delivery to a PO Box or Private Bag is not permitted for security reasons.

How much am I charged for shipping?

Orders under $100 will have a $7 handling fee. Orders over $100 will have free standard delivery within New Zealand

Can I change my address?

No. Once you have placed your order we are unable to change the address details so please take the time to choose your address details carefully.

Can I use a PO Box for delivery?

No, as signatures are required for proof of delivery.

What if I am not home on the scheduled delivery date?

As we require a signature on delivery, a calling card will be left for you requesting that you contact Courier Post to arrange another delivery or collect your delivery from the local Courier Post depot.

What happens if my delivery goes missing or is damaged?

If you experience any problems with your delivery, please contact us immediately so that we can investigate and resolve this matter with you promptly.

Returns & Replacements
What is your returns policy?

Please select your purchases carefully, as we do not provide ‘change of mind’ returns after 14 Days of delivery. For more information please refer to 14 Days Peace of Mind Terms and Conditions . If you believe a product acquired from the Canon Shop is defective, you may have a right of return and/or other remedies under either our voluntary warranty (please refer to the Warranty Card which is supplied with your product) and/or the Consumer Guarantees Act (for further information, see www.consumeraffairs.govt.nz).

How do I return an item?

Please Contact us for further steps.

Keeping you informed
How will Canon keep me informed of the progress of my order?

Once your payment has been received and your order has been accepted by Canon, you will receive an order acknowledgement email with the details of your order and the estimated delivery dates. If you have not received this email five (5) business days after making your payment or after 24 hours in case of a credit/debit card order, please contact us at your earliest convenience. Please note: We may ask you to provide additional information and/or documentation before confirming your order.

Shipment notification

Once your order has left our warehouse, you will receive a shipment notification email, advising you of an estimated delivery date and information about how to track your order.

I have not received my order acknowledgement or shipment notification email - what do I do?

Please make sure that the email address on your order is correct and that the email has not been directed to a spam or a junk folder. If your email address is found to be incorrect, you can change your details in MyCanon. MyCanon will also provide you visibility of your order allowing you to track expected delivery.

Whilst we have a robust ordering & tracking mechanism within the Canon Store, our friendly customer service staff may contact you if:

  • We require further information from you to process your order;
  • We need to make changes to your order (e.g. availability dates, product upgrades, returned products are out of stock); and/or
  • We encounter problems during delivery.
Service & Support
Support for your product

If you would like assistance or support in how to get the best out of your Canon product/s, please visit our online product FAQs or feel free to contact us and we will be more than willing to support you.

Looking for a driver, manual or other download?

Visit Canon Support & Services pages to access the relevant support materials and FAQs. If you don't have the model number, go to the category selector and follow the prompts.

Policies
Privacy Policy

Canon is committed to protecting your private information. Read the details of our Canon Customer Privacy Policy

Terms and Conditions
Canon Warranty

Canon firmly stands behind our products. We encourage you to read our Canon Warranties Policy.

Site Terms of Sale

Read Canon’s Terms of Use page for site terms of use for the Canon web site. See All Legal Information together on one page so you can find what you’re looking for fast.

Policies 2
What is a voucher?

You might receive a special deal from Canon in the form of a voucher. Every voucher has a special code which you can use to get a discount on your order. From time to time, MyCanon members are rewarded with vouchers, which are used in the same way to secure special discounts or free gifts. Please refer to the terms and conditions of the individual voucher.

How do I use my Promo code?

The Promotional code on the voucher is to be entered at the checkout. Adding the code will automatically activate the discount or special order.

What happens if I get an error message while using the Promo code?

If you receive an error message, then it's most likely that the offer has already been used or has expired.

Can't find an answer?

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