Frequently Asked Questions
Quick answers. No fluff. If you still have questions, reach out and we’ll get you sorted.
Contact
How do I contact Alexandria Customs?
Email info@alexandriacustoms.ca, call 613-525-2211 (10am–5pm), message our official Facebook page, or walk in during store hours.
Can I message you on Facebook?
Yes, but for the fastest response (and anything involving quotes, invoices, returns, or repair details), email or call us during store hours.
Orders & payments
What payment methods do you accept?
Online, we accept all forms of card payment. In-store, we accept cash. We do not accept cheques or e-transfer.
Do you offer financing?
Yes. Financing is available through Shop Pay and can be selected at checkout. Approval, available plans, and any applicable interest/fees are handled by Shop Pay and shown during checkout.
Do you offer holds on PCs?
Yes. PC holds are $25 per week, applied to the final purchase price. Hold fees are non-refundable, and the PC must be paid in full before it can be taken home.
Do you require a deposit for custom PC requests?
Yes. If you cancel before the final quote is approved, the deposit is refundable minus labour time at $60/hour for time spent up to that point. Once the quote is approved and parts are ordered, the deposit is non-refundable.
Delivery & shipping
Do you ship PCs or PC cases?
No. We do not ship PCs, PC cases, or large items.
Do you offer delivery for PCs?
Yes. We offer local delivery for PCs and help set everything up when we arrive. Setup and delivery is free on PC orders over $1000, otherwise delivery is $100.
What is your delivery zone and schedule?
We deliver within 150 km of Alexandria, Ontario (Ottawa, Gatineau, Cornwall, Montreal, and everywhere in between). Tuesday–Saturday: evening deliveries (6:30 pm–8:30 pm). Sunday/Monday: flexible booking.
Do you ship smaller items like components and accessories?
Yes. We ship smaller items (components and accessories) via Canada Post.
Can I change my shipping address after I place an order?
No. Address changes are not allowed after an order is placed. It is your responsibility to ensure checkout details are accurate, and we do not change addresses after the fact due to fraud prevention (delivery address, billing address, and IP checks).
Learn more: How Delivery Works
Returns & refunds
What is your return and refund policy?
General store items may be refundable within 30 days if returned in original condition with original packaging and all accessories. PCs are non-returnable and handled under the Bullsh*t-Free PC Guarantee. Many categories are final sale, including 3D prints, storage devices, gift cards, and all PC components.
When does the 30-day return window start?
Shipped orders: the clock starts on delivery confirmation. In-store pickup: the clock starts on the purchase date.
Are shipping costs refundable?
No. Original outbound shipping and return shipping are non-refundable. The only exception is a defective (or not as described) item if Alexandria Customs approves an exception case-by-case.
Are any items excluded for hygiene/consumable reasons?
Yes. No returns on opened consumables or hygiene-adjacent items, including opened thermal paste, opened earbuds/headsets, and opened VR headsets.
When will you refuse a return?
We refuse returns that are missing packaging/accessories, damaged, modified, incomplete, or not in resellable condition.
Full details: Refund Policy
Repairs & service
What do repairs cost?
Labour is billed at $60/hour, plus parts if needed.
Do you offer expedited service?
Yes. If you want to skip the queue, expedited service is available for a $50 fast fee, billed only once the job is complete.
Do you offer house calls?
Yes. House calls are $60/hour plus a flat fee ($50 within Alexandria or $100 elsewhere, up to 150 km).
How long do repairs take?
Most repairs are done within a few days (often next-day or same-day). We usually say “about a week” to leave headroom, because some jobs take as long as they take.
What should I bring when dropping off my device?
Desktop PC: usually just the tower. Laptop/all-in-one: bring your charger. We also require passwords/PINs when applicable to properly troubleshoot and verify the fix.
Should I back up my data before service?
Yes. Backups are your responsibility. We’re careful, but repairs and software work can involve a risk of data loss, especially if a device has underlying storage or OS issues.
Do you need my PIN/password to repair my device?
Yes. We require the PIN/password for phone repairs and for desktop/laptop repairs. If you don’t know it, we can help with reset/recovery when possible. Please note that any time actively spent on password reset, account recovery, or unlock steps is billed at our standard labour rate, and timelines can depend on Apple/Google verification requirements.
What if I can’t access my Apple ID / Google account for a password reset?
We’ll help as much as possible, but Apple/Google control recovery and may require ownership verification (recovery email/phone, 2FA codes, etc.), and there may be a security waiting period. You are responsible for providing whatever verification Apple/Google requests, and any time actively spent assisting is billable at our standard labour rate.
How do diagnostics and billing work?
If we find the issue and you choose not to proceed, time spent is billed up to that point. If we find the issue but can’t fix it, there’s no charge. If the job is specifically “diagnostic-only,” time is billed even if nothing is found.
Do you stress test systems before delivery?
Yes. We run a structured testing process to verify stability and performance before a system goes out. Our Testing Process
Do you offer overclocking?
Yes, if you specifically request it. Overclocking can void manufacturer warranties and can affect long-term stability and lifespan, so we require written acknowledgement. By default, our systems are stock with XMP/EXPO enabled.
Do I get my old parts back?
Working upgrade parts are returned (example: upgrading a working GPU means you keep your old GPU). Defective parts replaced during a repair are generally disposed of unless you request them back.
Do you offer e-waste recycling?
We do not offer free e-waste recycling (example: old desktop towers). We can recycle e-waste for you for a $20 recycling fee, because we pay for private e-waste disposal.
What happens if I don’t pick up my device?
When your device is ready, we contact you once. You then have 14 days to pick it up. After 14 days we send a reminder, at 30 days we issue a warning, and at 60 days (from the first ready-for-pickup contact) the device may be considered abandoned and may be disposed of at our discretion.
Service info: Repair & Tech Support Services
Trade-ins & buybacks
Do you buy used tech for cash or store credit?
Yes. Submit the trade-in form with accurate details and photos. We quote based on your submission, assuming everything is in working order and in the condition described. We must test in-store before finalizing, and we can change or withdraw an offer if the item doesn’t check out.
How long does trade-in testing take?
Most trade-in testing can be done same-day on the spot, but it can take longer if there are multiple items or extra verification is needed.
Do I need to remove activation locks and factory reset before trade-in?
Yes. It is your responsibility to remove iCloud/Find My iPhone (Activation Lock) and Google/Android locks and factory reset before bringing it in. If it’s locked, we may be unable to test it or complete the trade-in.
When do you pay out trade-ins?
After testing is complete.
Is there an age requirement for trade-ins?
Yes. You must be 18 or older.
Start here: Trade-In Your Tech
Bullsh*t-Free Guarantees
What is the Bullsh*t-Free PC Guarantee?
PCs are covered under the Bullsh*t-Free PC Guarantee. If something comes up through ordinary use, report it within your coverage window and we’ll help under the Guarantee terms. Bullsh*t-Free PC Guarantee
What is the Bullsh*t-Free Tech Guarantee?
Phones, tablets, monitors, and other tech devices are covered under the Bullsh*t-Free Tech Guarantee. Report issues within your coverage window and we’ll help under the Guarantee terms. Bullsh*t-Free Tech Guarantee
Policies
Do you have repair terms and conditions?
Yes. Repair Terms and Conditions
Last updated: December 24, 2025