Account Information

Security

Payment - Online Store Orders

Payment - Retail Store Orders

Environmental Handling Fee

Shipping and Delivery

Installation Questions

In-Store Pickup of Online Orders

Purchases and Returns

Substitutions

Warranty and Warranty Rebates

Support

AIR MILES® reward miles

Account Information

Why do I need to open an online account?
If this is your first time shopping online with Visions Electronics, creating an account provides us with the necessary information to process your order. After registration, all future orders can be made with this account.

What do I do if I can't remember my password to login to the website?
On our Log In page, there is a Forgot your password? link. Our website will prompt you to submit the email address that you registered your account with. Your password will then be sent to your corresponding email address.

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Security

Is my credit card transaction information secure?
Absolutely, we use only the highest quality encryption technology to ensure that your transaction information is safe and secure.

What is the Verified by Visa program?
Through your Verified by Visa (VbV) personal password, your Visa Card Issuer is able to confirm your authenticity during the checkout process at an online merchant's site. The service ensures that only you are authorized to use your Visa card at participating VbV enabled online merchants. Merchants never see your password and are not involved in the authentication process. Click here for full details.

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Payment - Online Store Orders

What methods of payment can I use to make a purchase?
Visions Electronics Online Store gladly accepts Visa,  MasterCard, American Express and Debit Card (via Interac).

When do I get charged on my credit card?
Once your order has been checked by our computerized processing system and accepted as valid, your credit card will be charged and your order will be authorized for shipping.

Do I receive a receipt for my order?
Yes, a confirmation will be sent to the e-mail address you placed your order with. Also, a paper receipt will be included with your shipment for your records.

Can I pay the delivery driver for my order?
No, we do not accept COD (Cash on Delivery). We do accept Visa, MasterCard, American Express and Interacc at time of purchase.

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Payment - Retail Store Orders

What methods of payment can I use to make a purchase in one of your retail stores?
Visions Electronics retail stores gladly accept Debit card, Visa, MasterCard, American Express, and Visions credit card.

In addition we offer 90 Days, Automatic 0% Financing with No Interest and No Payments, which means that with every purchase using your Visions card you get zero percent financing for 90 days and pay no finance charges if paid in full in 90 days. O.A.C.

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Environmental Handling Fee

What is the Environmental Handling Fee and on which items is it charged?
The Environmental Handling Fee is a new program put in place by some provincial governments to help fund recycling of electronics products. Some examples of products that will have this surcharge include:

  • Televisions
  • Laptops
  • Computer Monitors
  • Printers

If an item you purchase falls under the criteria for this fee, it will show up on your Visions Electronics sales receipt.

Why do I have to pay an Environmental Handling Fee?
The provincial governments that have this program require all retailers to charge this fee. 100% of this fee goes towards the costs associated with the recycling of electronic waste. This program reduces the impact of electronics disposal on the environment. Please visit your provincial government’s websites for more information on their environmental programs.

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Shipping and Delivery

What are the different shipping methods available for my order?
Products are shipped using either Canada Post or Purolator Courier, depending on the physical size of the items you order. We offer options for regular shipping using ground service or express shipping using air service.

How much will shipping cost?
Add to Cart the items you would like to buy. At the bottom of your Shopping Cart page there is an ‘Calculate Your Shipping Charges’ section, where you can input your postal code for an estimate of the amount you will be charged for shipping. When you place your order, you will see the actual amount you will be charged.

What if I live in the Far North or a very isolated area?
For some shipping addresses located in the three territories of Canada or in isolated rural areas, the actual shipping charge on larger items such as televisions, stands or large speakers may exceed those that are calculated at the time you place your order. Once we receive your order, we will get an exact quote for shipping and notify you of any extra charges prior to shipping your order. If after this notification you are uncomfortable with the actual shipping charges, your order can simply be cancelled and refunded.

Smaller items (cameras, camcorders, video players, etc.) are not affected by this issue.

Are there any restrictions for Free Shipping promotions?

  • The shipping cost cannot exceed 10% of the price of the product being purchased. If we find out it does, we will contact you.
  • Excludes any televisions 46 inches and larger.
  • Can only be applied to ground shipments. Express shipping is not eligible for free shipping.
  • Please Note: Some sale-priced and clearance items may not be eligible for free shipping In addition, certain heavy items such as TV stands and mounts may not be eligible for free shipping.

How long will it take to get my order?
Orders are processed as quickly as possible when they are received. Internal processing usually takes 1-2 business days and then the order is shipped as per the schedule below. (Please note however, during extremely busy perioods such as Black Friday, Cyber Monday, and Boxing Day/Week, orders can take up to one week to process before leaving our facility) : Visions Electronics’ Distribution Center is located in British Columbia, so shipping times vary upon the order’s shipping destination and processing time. Delivery can also be influenced by the availability of the product and the shipping method you select (Express or Regular) and unforeseen factors such as weather or highway closures.

  • Regular Shipping within Western Canada will take approximately 3-5 business days, and Eastern Canada 5-7 business days.
  • Express Shipping within Western Canada will take approximately 2 business days, and Eastern Canada 2-3 business days. 

In certain situations, products may require pickup at local postal facility or other distribution centre.

What does "Shipped from the supplier directly to you" mean?
In order to have the broadest selection possible, some of our products are stored in our supplier's warehouses and orders on these items are shipped directly from our supplier to you. These orders usually ship right away, (just as quickly as orders on product that we stock ourselves), but occasionally these orders require slightly longer processing/shipping times. If this is the case with your order, we will let you know. 

Will you notify me when my order has shipped so I can track it?
Yes, we will email you a notification at the time we ship your order which will include a tracking number.

I won’t be home during the delivery times. What can I do?
A delivery notification card will be left at your location for you to arrange another delivery or to pick up at a local Canada Post or Purolator depot.

Can I have my order sent to a PO Box address?
Yes, provided that the item is physically small enough to be shipped by Canada Post. Larger items such as a massage chair or 60 inch TV will require a physical address.

How do I check the delivery status for my order?
In the e-mail notification for your order, there is a link for tracking your order.

Can I order an item and have it sent to someone else?
Yes, but these orders will be subject to review and approval by Visions Electronics.

Does visions.ca offer worldwide shipping?
No. Due to our agreements with manufacturers, Visions Electronics only ships to Canadian addresses.

Installation Questions

What if I would like to get my product installed in my car or home?
We do not offer installation services through our online store. For any questions regarding installation in a vehicle or in your home, please contact your nearest Visions location. If you live in a location that does not have a Visions store nearby, unfortunately we will not be able to provide installation services for you.

In-Store Pickup of Online Orders

Why would I want to pick up my order at a Visions Electronics store?
You can pick up your order when it is convenient for you instead of waiting at home for your order to arrive.

How do I place an order using the In-Store Pickup option?

  1. Select the items you would like to purchase and add them to your shopping cart.
  2. At the bottom of the shopping cart page, select the Pick Up Instore button.
  3. Select the store location that has the item(s) in stock where you would like to pick up your order.
  4. After you have completed your transaction, you will receive two emails:
    • Order Confirmation Email - This will confirm that we have received your order, and that we will begin processing it.
    • Store Pickup Authorization Email - This will confirm that the store has set your item(s) aside and your order is now ready to be picked up. There will be instructions included on how to pick up once you arrive at the store. Please allow up to 24 hours (not including weekends and holidays) for this email to arrive. Please do not go to the store prior to receiving this email as you will require this email to pick up your order

Can someone else pick up my order for me?
No, for your protection you are the only one who is able to pick your order, and you will be required to show ID which matches the name on the order in order to pick up your order.

How soon can I pick up my online order at a Visions Electronics store?
Please allow up to 24 hours (not including weekends and holidays) for us to process your order and have the store set your item(s) aside for pickup.

Can I have an online order shipped to a Visions Electronics store?
We do not offer this service at this time.

Can I cancel my In-Store Pickup order?
If you notify us before we have finalized arrangements with the pick-up location you may be able to cancel your order. If you want to cancel after the pickp arrangments have been made, you will need to go the pickup location to cancel.

Why are some items not available for the In-Store Pickup option?
As stock levels are constantly changing at our locations, when you are placing your order, our system has a look to see the available inventory at that location. If the inventory supply is low, the In-Store Pickup option will not be allowed to minimize the likelihood of the item selling out at the location prior to your order being processed. If In-Store pickup is not allowed on an item, you may still be able to have it shipped to you, or you can contact th store directly, they may have enough inventory available to allow you to make an in-store purchase.

Why has my order been rejected?
Sometimes the system will show inventory available at a location at the time you place your order, but by the time the store has received your order and gone to set the item aside for you, it may have already been sold to another customer. if this happens, we will either cancel your order and issue you a full refund. We do take steps to minimize the likelihood of this occuring by only accepting orders for In-store Pickup when the system shows significant inventory on hand at the location.

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Purchases and Returns

How is tax calculated?
The amount of tax charged can depend on the shipping destination and the type of item you are purchasing. All items shipped are subject to Canadian Goods and Services Tax (GST) at 5%. Furthermore, Provincial Sales Tax (PST) or Harmonized Sales Tax (HST) will apply depending on the province your order is being shipped to as follows:

  • British Columbia: 12% HST
  • Saskatchewan: 5% PST
  • Manitoba: 7% PST
  • Ontario: 13% HST
  • Québec: 8.5% PST
  • Nova Scotia 15% HST
  • New Brunswick and Newfoundland: 13% HST (GST portion included)
  • PEI: 10% PST

No tax will be charged on the purchase of a gift card; however, when paying with a gift card, your purchase will be subject to its applicable taxes.

How will I know for sure that you have received my order?
You will receive an email back with an order confirmation number.

Can I send my order to someone as a gift and ensure that the price doesn’t show up anywhere?
Yes, just order the item and send to the recipient. Please e-mail help@visions.ca. Just make sure you include your Order Number in the body of your e-mail. This will ensure pricing information is not sent with your order.

How can I cancel my order or contact someone if I am having problems with ordering?
In order to cancel your order or resolve any questions with ordering, please contact us via email at help@visions.ca or via phone at 1-866-530-3363. We are happy to cancel any order prior to us having processed it. Please note however if your request to cancel is received after the order has been processed and shipped, we are unable to cancel. You may return the order once you receive it, but return shipping costs will be at your expense.

Do you match prices with other online stores?
We will beat any price by 15% of the difference, provided the item being price matched is from an authorized Canadian Dealer and it meets the conditions of our Lowest Price Guarantee. For more details, please click here.

How can I return or exchange my order?
For information on order returns please refer to our 100% Customer Satisfaction page.

If I return my order, how long does it take until I get my refund?
You can expect your refund to be processed within 5 to 7 days of our receiving the product.

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Substitutions

Will Visions Electronics ever substitute the item I have ordered with something else?
While most orders are shipped exactly as ordered, there are occasionally times when we experience an unforeseen stock shortage on an item. In these cases, at Visions discretion, we may ship a substitute model that will be from the same manufacturer and will always be either a newer model with equivalent features, or a current model with more features than the original order. We guarantee that we would only make a substitution if the model we were substituting was of equal or better value for the customer. In the event that you receive a substitute order and it is not to your complete satisfaction, you can always return it for a full refund in keeping with our 100% Customer Satisfaction Guarantee.

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Warranty and Warranty Rebates

Does my product come with a warranty?
Absolutely. Every product purchased from Visions Electronics comes with a full manufacturer’s Canadian warranty.

How can I purchase an Extended Service Plan?
This option is available to you in the shopping cart at the time you place your order.

Where can I find out more about Extended Service Plans?
Information on Extended Service Plans can be found on our Money Back Extended Service Plans page.

How do I get help with a warranty rebate?

  • If you purchased your product in one of our retail locations, please contact that store.
  • If you purchased your product from our online store, please contact help@visions.ca or call us at 1-866-530-3363.

How can I use a warranty rebate for an online purchase?
If you would like to use a warranty rebate for an online purchase, you will need to first make the purchase online, paying for it in full via credit card. Please enter your warranty rebate number in the comments section of your order. We will then arrange to refund your credit card for the appropriate amount of the rebate. If you have any questions, please contact our office with your order number either via e-mail at help@visions.ca or via telephone at 1-866-530-3363 between 8:30am to 4:30pm Pacific Time, Monday to Friday.

 

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Support

Who do I contact for issues with one of your retail locations?
Please refer to our Contact Us page for any contact information regarding retail store issues.

Who do I contact for issues with your online store?
Please email us at help@visions.ca or contact us via phone at 1-866-530-3363.

What do I do if I find an error or misprint on your website?
At Visions Electronics, we strive to maintain the highest level of accuracy. If you spot something that we have overlooked, please email us at help@visions.ca or contact us via phone at 1-866-530-3363.

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AIR MILES® reward miles

How do I earn AIR MILES® reward miles at Visions Electronics?

  • Earn 1 AIR MILES® reward miles for every $40 you spend in our retail stores or online at visions.ca.
  • Earn bonus reward miles on select products. Check out our flyer, visions.ca or visit our locations to learn more.
  • Build up your AIR MILES® reward miles and then exchange them for travel, leisure and entertainment or merchandise rewards.

®™ Trademarks of AIR MILES International Trading B.V. Used under license by LoyaltyOne, Inc. and Visions Electronics.

 

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