Placing an order

Placing an order with Microsoft Store is easy. There is no need to create an account first. You can choose to either automatically create one when you place your first order, or use our Express Checkout and manage each purchase separately.

Here are the steps you need to follow to place an order:

1. Find the items that you want
2. Add the items to your shopping cart
3. Proceed to the checkout
4. Sign In
5. Enter a billing and shipping address
6. Provide payment information
7. Choose a shipping method
8. Review and submit your order
9. Check or order status / Track your order

1. Find the items that you want

Firstly you will need to find the product that you want to purchase. This can be done using the top navigation bar, expandable left navigation bars, or the keyword search boxes that appear at the top of every page. When you find a product of interest you can click the name or image to see the products detail page. Here you will discover more about the features of the product, as well as the various purchase and shipping details.

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2. Add the items to your shopping cart

When you have decided you wish to purchase a product you need to add it to your shopping cart. Depending on the type of product you wish to purchase the following three options might be available:

• Download
  Download the product and start to use it straight away
• Download + Backup Disk
  Download the software and have a backup disk sent to you. The disk will include the software program but no license keys or packaging.
• Ship it
  Have the software sent to your home or business.
  Note: There will be a shipping charge associated with this type of order. How much depends on the option you choose.

Choose you option and click ‘Add to Cart’. Once you added your product to your Shopping Cart you will be able to review it and make any necessary changes (such as adding extra copies, or changing the shipping option). If you wish to continue to shop for additional products click the ‘Continue Shopping’ link or choose ‘Back’ on your browser. You can access the contents of your shopping cart at any time by clicking the ‘Cart’ link that appears at the top of every page.

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3. Proceed to the checkout

When you have completed adding all the products to your shopping cart you’re ready to proceed to the checkout. Simply click on the ‘Cart’ link at the top of the page and take a moment to review all of the items you have placed in your shopping cart. If you decide that you do not want to purchase a particular item anymore you can remove it using the ‘Remove’ link that appears under the image of the item. When you are happy with all your items click ‘Checkout Now’ and you will be taken to the sign in section.

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4. Sign In

The first time you make a purchase you will be presented with three options:

• Have an account?
  If you have a MSN, Hotmail, Messenger, Xbox LIVE, Office Live or other Windows Live ID account then you can sign into Microsoft Store using that. If you are a returning Microsoft Store customer you can use the Windows Live ID you used to sign in last time, or that your created with us to start your account.
• Want an account?
  If you don’t have a Windows Live ID then you can create one in a few easy steps by choosing the ‘Create an account’ option. Once you have created your account you will be able to continue with your purchase.
• Continue as a guest
  If you don’t have and don’t want a Windows Live ID then you can continue as a guest using our Express Checkout option. No account it needed, but you won’t be able to save your preferences or billing and payment information for later use. Just click ‘Continue as a guest’ to continue with your purchase.

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5. Enter a billing and shipping address

Enter the address that your credit or debit card is registered to, a contact telephone number, and the email address you want confirmation sent to. If you would like your invoice emailed to you check the box under this section. If the shipping address is the same as the billing address make sure the box marked ‘Same as billing’ is checked. If you would like to specify a different shipping address uncheck the box and enter in the new information. When you have finished click ‘Next’.

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6. Provide payment information

Next, let us know how you would like to pay for your order. We accept Visa, Mastercard and American Express.

Note: We do not accept cheques, postal orders, wire transfers, or cash in any currency.

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7. Choose a shipping method

For all orders that need delivery you will need to use a shipping method. Microsoft Store uses Mail-Log for all orders including Backup Media and the lead time is 15 Business days to major Canadian cities. Mail-Log is a postal service and non-trackable. The associated shipping charge will be added to your shopping cart.

Note: Shipping charges do not apply to downloadable software.

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8. Review and submit your order

Next review all the information you have provided and make any necessary adjustments. When you are ready click the “Complete Purchase” button to submit your order. Once you have successfully placed your order you will see the message “Your Order Is Complete”. Later you will be sent an order confirmation e-mail. You also have the choice to print this order page for your records.

Note: For downloadable software the license key and “Download” button should appear on this page. If this doesn’t happen then don’t worry, your order is just taking a little longer to process. When you receive your confirmation email you will be able to go back in to your order and download your purchase.

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9. Check or order status / Track your order

You can check your order status in two ways:

1. Log into your Microsoft Store Account using your Windows Live ID

   

2. Choose “Purchase History” at the top of the page for a list of all your orders
3. At the top of the left hand column you will see “Order Status”

   

1. Open the confirmation email you received when you made your purchase
2. Click the link called https://www.microsoftstore.ca/shop/en-CA/Order-Lookup which will take you to the ‘Order Lookup’ page

   

3. Enter your order number, email address, and security code displayed in the email

   

4. On the Order Look-up Page you will see “Order Status”

   

For more information on tracking your order see the Tracking your order section

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Express Checkout

If you want to place an order and you don’t have, or don’t want to have, a Windows Live ID then you can do so using our Express Checkout. All you will need to do this is an email address.

When you are ready to complete your order simply choose the ‘Continue as a guest’ option and complete the necessary fields.

After completing your order all the important information you need will be sent to the email address specified by you when checking out. Please keep this confirmation email safe.

If you have ordered software to download then your order confirmation email will contain a link that will take you to the Order Lookup page. Here you will need to enter your Order Number, Email Address used when completing the order and the security code displayed in the email. When all details have been entered successfully you will be taken to your order and you can download your software. You will also find your license key for the activation of your software.

Pre-Orders

You can pre-order some items that are not yet available for immediate delivery. Pre-Orders can be reviewed, updated, or cancelled at any time before pre-order items are released. Please Contact Us to review or cancel a pre-order, or to update the following:

• The credit card associated with the pre-order
• The item quantities
• The shipping method for physical products

A credit card is required for pre-order, but your card will not be charged until your order is shipped or the product is made available for download.

If you wish to return an item that was pre-ordered, the 14-day return period begins:

• When downloadable products are delivered electronically to your account
• When physical products are shipped

Tracking your order

Please note: This option is only available to products which are sent by a track and trace carrier.

If you recently placed an order with us and you're wondering why you haven't received it yet, you should first check whether we've dispatched it to you. Here’s how:

If you used your Microsoft Store account:

1. Log into your Microsoft Store Account using your Windows Live ID
2. Choose “Purchase History” at the top of the page for a list of all your orders
3. Any orders not yet delivered will contain a link to “Track Package”. Clicking this will take you to the Microsoft WISMO (Where Is My Order?) site where you will be able to track the status of your order.

If you used the Microsoft Store Express Checkout:

1. Open the confirmation email you received when you made your purchase
2. Click the link called https://www.microsoftstore.ca/shop/en-CA/Order-Lookup which will take you to the ‘Order Lookup’ page
3. Enter your order number, email address, and security code displayed in the email
4. On the Order Look-up Page choose “Track Package”. Clicking this will take you to the Microsoft WISMO (Where Is My Order?) site where you will be able to track your package.

Note: You will only be able to track the status of any orders that are physically delivered. This does not apply to downloadable software. If you can’t find the order in your account please check whether you have ordered using a different Microsoft Store account or that the Express Checkout information relates to that order.

Cancelling your order

For physical/non-downloadable items, you may be able to cancel an order after you have clicked “Complete Purchase” depending on whether the order has shipped.

To cancel your order contact Microsoft Store Customer Services:

By email:

Send an email to MSStore.Canada@msdirectservices.com. Please include your name, email address used during the order and the order number itself so we can help you quicker.

Returning your order

To return a product, contact Microsoft store Customer Services:

By email:

Send an email to MSStore.Canada@msdirectservices.com. Please include your name, email address used during the order and the order number itself so we can help you quicker.

Refunds

Microsoft Store has a 14-day money-back guarantee. All products must be returned within 14 days of receiving the product, as long as they are intact, unused and undamaged
(Note: If your product has been damaged during transportation the Microsoft Store Customer Service team must be notified about the damage within 4 working of receiving the product.)

For downloadable software:

For downloads, the amount will be credited to your account within 5 to 7 working days after you have sent us a completed “Electronic Letter of Destruction”.

For physical hardware and software:

For physical products, the amount is credited depending on whether the terms and conditions of returning a product have been fulfilled. Your purchase amount will be refunded as soon as the product reaches our warehouse and is registered. The credit will reach your account within 5 – 7 working days.

Windows 7 Returns and Refunds

If you purchase an item with a Windows 7 upgrade option and you wish to make a return you must do so within 7 days of placing your order. Special return procedures apply as follows:

• If you return the item before the Windows 7 upgrade product is released, you will not receive the upgrade product.
• If you return the item after the Windows 7 upgrade product is released, you must return both the item and upgrade product in order to receive a refund.