Customer Service

• Placing an Order
• Reordering Past Purchases
• How to Take Advantage of Special Offers/Using Your Priority Code

• Payment Options
• Shipping and Handling
• Backordered Items

We're happy to welcome you as a customer of the Canon eStore. Placing your order is easy.. You can now checkout with our easy Guest Checkout service, without having to set-up an account.  Of course, there are many benefits to having an account at the Canon eStore including faster checkout by saving your address, the ability to view order status, order history, and more.  Please note that the Canon eStore is intended for customers purchasing products for personal or home office use. Orders are limited to no more than ten of any one item.

We offer a few options for finding items in the Canon eStore. You can either choose to browse the categories in the store, search for a specific item, or shop for compatible accessories for the products you already own using a drop down menu on our homepage.

Shopping categories are listed on the home page of the store as well as on the top of each page. You can return to the homepage at any time by clicking the Canon eStore logo in the top left corner. Clicking on any of the category links will take you to a landing page that will list the subcategories of those products to help you find the right product to meet your needs - e.g., clicking on printers will show you a list of all printer subcategories including Photo All-In-One Printers, Office All-In-One Printers, Photo Printers, and Compact Photo Printers.  Clicking on Accessories will show you all available accessory categories for your camera, camcorder, printer, etc.

If you already know the name or type of product you are looking for, simply type it into the Search box located at the top of every page and you will be taken to a list of products that match your search term.

If you are looking for supplies and accessories (like ink or a battery) for your current Canon product, you can go directly to the list of all compatible supplies and accessories from the homepage. Simply select your product from the drop-down menu and you will automatically be taken to the list of supplies and accessories that work with your Canon product.

When you find an item that interests you, click on the name or image of the product you are interested in purchasing to view additional product details. You may also view a 360° tour of products, where available.

Once you find the product(s) you want to order, simply click the "Add to Cart" button next to the product image(s). For ink and paper purchases, enter a quantity in the box provided, then click the "Add to Cart" button.

After adding supplies and/or accessories to your Cart, you can view and/or adjust the quantities of these items in the mini Cart on your left. After adding a hardware item to your Cart, you have the option of selecting supplies and/or accessories for that product. You are then taken to the Shopping Cart page, where you can change the quantity of each item, or delete any items you've changed your mind about. Note: each time you make changes in your Cart, click the "Update" button to confirm the changes.

From the Shopping Cart you can choose to checkout or continue shopping. To go back to the page you just visited, click the "Continue Shopping" button. To proceed with the checkout process, click the "Checkout" button.

Once you have completed all of your shopping, you're ready to checkout. Click the "Checkout" button in the Shopping Cart to start the checkout process.

You can checkout using one of the following three methods:

1. If you are a Canon eStore member, you can checkout utilizing Member Express Checkout;
2. You can become a member of the Canon eStore now by setting up a Canon eStore accout; or
3. If you are not a member of the Canon eStore and prefer not to set-up an account at this time, you can complete the checkout process utilizing our Guest Checkout feature.

Step One - Log into the Canon eStore, set-up a Canon eStore Account, or select Guest Checkout

To checkout utilizing Member Express checkout, simply log in with your Canon eStore ID (the email address which you used to create your Canon eStore account) and your password on the Shipping Information page (If you have forgotten your password, click here.). Your previously-provided billing information will be pre-populated. If the shipping address for this order is the same as the billing information, you can so indicate and that information will pre-populate; otherwise, you will need to enter the shipping address for this order. After choosing your shipping method, click “Continue” to proceed to the Payment Information page (see “Step Two – Payment Information,” below).

If you have not yet set-up a Canon eStore account and would like to do so, follow these steps below to set one up.

• From the log in page, click the link to set up a new account. You will be taken to the Account Profile page.
  
• Enter your contact information, including your e-mail address (which will be your Canon eStore ID), a password, reminder question and your billing information.
  
• Once you have entered and verified all of your information, click the "Continue" button to proceed with the checkout process.

During your account set-up you can enter your shipping information where you can confirm or make changes to your contact, billing and shipping information, as well as choose your shipping method. You can view more detailed information on the shipping options and charges by clicking the link to more details on that page or viewing the shipping and handling information here. Once you have made changes or confirmed the existing information, click the "Continue" button to proceed.

If you prefer to use Guest Checkout, simply enter your contact, billing and shipping information, select your preferred delivery method, and click continue to proceed with the checkout process.

Step Two - Payment Information:
The next page will ask for your payment information. Choose the type of credit card you wish to use, enter the credit card number, card identification number, expiration date and cardholder's name and click the "Continue" button. For detailed information on our accepted payment methods, please see Payment Options below.

Step Three - Confirmation:
The last page in the check-out process will ask you to confirm all of the information you have submitted so far. If everything is correct, click the "Continue" button to send your order.

Order Receipt

Once you have submitted your order you will be shown your order receipt, including your order number and all of the order details. We recommend printing this page for your records. If you cannot print the page, be sure to write down the order number and keep it in a safe place. If you have an account with the Canon eStore you can also click on My Account, then click on View Previous Orders to see your pending or past orders.

After you have submitted your order, you will receive an Order Confirmation e-mail at the email address you specified in your Canon eStore Account or Guest Checkout order, detailing all of your order information including item(s) purchased, order number, and shipping and billing information.

Once your order has shipped, you will receive a shipment confirmation email detailing the tracking information for your order, and, if your order includes any products that are eligible for the Upromise ScholarDollar reward, you will receive a separate email that includes the ScholarDollar code(s) to be redeemed at the Upromise web address included in the email. If you are not yet a Upromise member, you can earn a $2.00 bonus contribution when you open a Upromise account by December 31, 2008 and enter “Canon2” in the promotion code box on the Upromise website. For more information about the Upromise program on the Canon eStore, click here.

If any of the items you have ordered are on backorder status, you will be notified in a Backorder Notification e-mail as well as in the Shipment Confirmation e-mail. For details on backorders, please see Backordered Items below.

If you have a Canon eStore account, you may review all past orders from the Order Status page. Simply click the "My Account" button at the top of any page in the Canon eStore. If you have not yet logged into the store, enter your Canon eStore ID and password and click "Continue.". You will be taken to the Account Info menu. Click on "View Previous Orders," which takes you to a listing of all orders you have placed in the last year.

Each listing shows the order number, the date and time the order was placed, the status of the order, and the total charges. By clicking on an order number you can view the details of the order - including the item(s) ordered and the tracking number(s) (if the order has been shipped).  Tracking details may only be available from the carrier website for 90 days.

By clicking on the tracking number for your order, you will be taken directly to the shipment/tracking information on the FedEx Web site. From this page, you can see exactly where your shipment is, in the delivery process.

Order Status Terms:

Credit Failed
There has been a problem processing your order with the credit card information you provided during checkout. Call our Canon eStore representatives toll-free at 1-800-385-2155.

Warehoused
Your order has been sent to our fulfillment center but has not yet shipped.  Once your order is warehoused you cannot make any changes to the order.

Shipped
Your order has been picked up by FedEx and is on its way to you. To view the tracking number for the shipment, click on the order number.

Backorder
One or more of the items in the order is/are not currently available. Please see Backordered Items below for details.

You can reorder past items you have purchased in a few easy steps. Click the "Your Account" button at the top of any page in the eStore and you will be taken to your Account Info menu. Click on "View Previous Orders," which takes you to a listing of all orders you have placed in the last year. If you haven't yet logged into the Canon eStore, you will be prompted for your Canon eStore ID and password. If you have forgotten your password, click here.

Click on any order to view its details. From the order detail page you may choose to add all of the items from the order to your Shopping Cart.

By clicking the "Reorder" button, all items from that order will be added to your Cart. You may then adjust quantities and delete items just as you would in a regular order.

You may also add other items from the store by clicking the "Continue Shopping" button. If you are finished shopping, click the "Checkout" button to proceed through the checkout process.

The Canon eStore makes it simple to take advantage of special offers you may have received in a brochure or e-mail.

To take advantage of your special offer, locate your Priority Code in the e-mail or brochure. Once you have your priority code, you're ready to shop.

Locate the products that are applicable to the promotion and add them to your shopping cart. Once you reach the shopping cart page enter your priority code in the box on the right hand side of the page and click "Submit." Our system will recognize your code and a "More Info" button will be displayed, offering information on the specifics of your special offer. Take a moment to read over the offer again and then proceed with your checkout.

All discounts and offers will be displayed in the Shopping Cart. Only one Priority Code may be used per order. If you have received more than one offer you will need to place separate orders to take advantage of each.

The Canon eStore accepts American Express, Discover, MasterCard, or Visa. Your card will not be charged until your order ships. If your card expires before the order is shipped, we will notify you, and ask you to enter the credit card number again with the new expiration date. You may also pay by check by calling our Canon eStore Customer Service Department at 1-800-385-2155.

Shopping with Canon is safe. When you place an order at the Canon eStore, your credit card information is encrypted using a VeriSign Secure Sockets Layer (SSL) Certificate. Credit card information is not stored on the Canon eStore system; therefore it must be re-entered each time you place an order.

For full details on shipping and handling information such as delivery times and shipping and handling charges, please view the Shipping and Returns page.

You are able to place orders for backordered items if you choose. If an item you have ordered goes on backorder, you will be notified via e-mail. You have two options once you have been notified that the item is on backorder - you may choose to wait for the item to return to stock, or you may cancel the backordered item(s). Your credit card will not be charged until the backordered item is shipped.

How to cancel backorders:
If you would like to cancel an item on backorder, simply call our Canon eStore Customer Service Department at 1-800-385-2155 with your order number and ask for the item to be canceled. You cannot cancel a backordered item once the item has been shipped.