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Frequently Asked Questions


Can I make changes to my order after it has been submitted?
In some cases, an order can be changed after it's been submitted. Call 800-520-2392 to speak to a Shop Xerox representative. Shop Xerox representatives are available Monday-Friday, 8:00am-6:00pm ET.
When will my credit card be charged?
First, we'll get an authorization and hold the funds on your card. You will then see the actual charge on your card approximately 1–2 days after your order ships.
Which payment methods do you accept?
Visa, MasterCard and American Express are accepted. At this time, we cannot accept payment with gift cards (such as Visa gift cards). Your credit card will be charged by CDW, and CDW Canada Corp. will be reflected on your statement.
Who will fulfill my order?
CDW will fulfill your Shop Xerox order. View CDW’s terms & conditions and privacy policy.
How can I check my order status?
If you are signed in, your recent web orders will be displayed in Your Shop Xerox Account side bar on the right side of the page. If you are not signed in and/or need order status for an order placed over the phone, you can check your order status by entering your order number and email address.


When will I receive my order?

In stock items will generally deliver within the following timeframes:

  • Standard: Orders placed before 3:00 PM EST will ship same day for delivery within 3–5 business days.
  • Expedited: Orders placed before 3:00 PM EST will ship same day for delivery in 1–3 business days. Orders placed after 3:00 PM EST will arrive in 2–3 business days.
  • Rush: Orders placed before 11:00 AM EST will ship same day for next business day delivery. Orders placed after 11:00 AM EST will arrive in 2 business days.

All orders are subject to review. An order placed before the cut off time may not ship the same day, if the order is held for review. Orders held for review will only be released on business days, excluding holidays.

Some orders qualify for late shipment cutoff times.

If your order is urgent, please place your order by phone (800-520-2392) to ensure your order ships the same day.

Backordered items will ship when inventory becomes available. You will not be charged until the order has shipped. Your items will ship via the shipping method chosen during checkout.

How are shipping costs calculated?

Shop Xerox offers free ground shipping on supplies-only orders. Free shipping offers do not apply to Yukon, Northwest Territories, or Nunavut.

For all other orders, shipping is calculated based on the shipping method chosen and the weight of your order. Items ordered may be split into different shipments to expedite delivery. Split shipments do not result in additional costs.

Order Weight Standard Expedited Rush
Up to 10 lb
Up to 4.53 kg
$16.99 $18.99 $23.99
10.01 to 25 lb
4.54 to 11.34 kg
$18.99 $23.99 $33.99
25.01 to 50 lb
11.35 to 22.68 kg
$23.99 $33.99 $43.99
50.01 to 70 lb
22.69 to 31.75 kg
$43.99 $53.99 $73.99
Over 70 lb
Over 31.75 kg
$53.99 $73.99 $103.99
Where can I ship my order?
All items within an order will ship to a single address in Canada. We cannot ship to destinations outside of Canada or to a Post Office Box. US customers, please visit
How do I track the shipping status of an order?
Once your order ships, we'll send you a shipment confirmation email. This shipment confirmation email will contain a tracking number that you can use to check the progress of your shipment. You can also check your order status online by entering your order number and email address.


Does Shop Xerox offer installation services?
All Xerox printers and multifunction printers are eligible for installation/setup services. Call 800-520-2392 for details and pricing.


How do I place a return?
To place a return, contact CDW Customer Relations (800-972-3922, to request a Return Merchandise Authorization (RMA) Number. You'll need to provide your name, applicable invoice number, product serial number, and reason for your return. You'll have five days to return a product after the RMA is issued. Return your product in its original box and include any packing materials, manuals, etc. that arrived with your product. You are responsible for the shipping fees for returning the product, and you are strongly advised to purchase full insurance to cover any loss or damage to your item(s) in transit. All accepted returns are subject to a minimum 25% restocking fee. CDW must receive your product within 30 days of invoice date to be eligible for a credit or exchange. CDW will pay for the cost of shipping replacements or exchanges of returned items, and will match the shipping method used to return the product. View CDW's return policy.
What should I do if my order arrives damaged?
If a product arrives damaged, please refuse the product upon original delivery attempt. If damaged products are accepted from the carrier, the damage should be noted on the carrier delivery record. Please save the product and the original box and packaging and notify us (800-972-3922, within 30 days of delivery acceptance to arrange for a carrier inspection and a pick up of damaged products. Timely receipt of this information is necessary for CDW to file a damage claim.
I received a defective item, how do I return it?
CDW will accept most defective products that are returned within 30 days of the invoice date. A credit, replacement, exchange or repair will be issued. After 30 days, only the Xerox warranty applies.

Your Account

I've forgotten the password to my account. What can I do?
Select Log In from the upper right link in the header of this page. Choose Forgot password? A new password will be emailed to the address in the account.
How do I submit my meter reading?
Visit the metered customer page to submit your reading.
How do I find information on past orders?
Sign in to your account to view your online order history. You may also check your order details by entering your order number and email address.
How do I unsubscribe from Shop Xerox email marketing?
Xerox respects your privacy. If you do not wish to receive promotional material from Xerox, please visit Please note that you will still receive order and account related emails.

Xerox Direct Customers

Why doesn’t my Xerox Direct password work on Shop Xerox Canada?
We recently upgraded our web site from Xerox Direct to Shop Xerox. This enhancement requires Xerox Direct customers to register for a new Shop Xerox account, and create a new password. Xerox Direct order history is unfortunately not available on the new Shop Xerox website. We apologize for any inconvenience that this may cause.
How do I find out the status of an order I paced through Xerox Direct?
Please call 877-360-4266 to get the status for an order placed through Xerox Direct.
How do I return an item I ordered through Xerox Direct?
Please call 877-360-4266 to initiate a return for item(s) ordered through Xerox Direct.
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