FAQ

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FAQ

Find answers to some of the most frequently asked questions about Magic Dealz.


I have not received my order. What can I do?

If you haven’t received your order, please try the below methods to solve the problem:

  • Method 1. You can track your order with the tracking number provided in the confirmation email once the order has been sent. If you find the tracking number is invalid, it may be because the shipping company needs 3 to 7 days to update the shipping status.
  • Method 2. Contact the customer service for more information. We would be happy to help.You can contact us by using any of the following methods:
    • Phone: (403) 474-6346 (Mon-Fri: 10am-5pm)
    • Email: support@magicdealz.ca – Please ensure to add your order# in the subject line
    • Website: Contact us form on the website. Please ensure to add your order#

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I have not received my refund on my credit card yet. What can I do?

If you paid with a credit card, the money will be refunded to your card. It usually takes around 3-15 business days for the money to arrive.

If the refund process is marked “complete" but it looks like you did not get your money back yet, please check your bank account first. Some refunds are booked on the date of the purchase.

If you still cannot find your refund, please contact our customer service team. We would be happy to help.You can contact us by using any of the following methods:

  • Phone: (403) 474-6346 (Mon-Fri: 10am-5pm)
  • Email: support@magicdealz.ca – Please ensure to add your order# in the subject line
  • Website: Contact us form on the website. Please ensure to add your order#

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The product I received does not match the description. What can I do?

If you are not satisfied with the product you received, contact our customer service team. We would be happy to help. You can contact us by using any of the following methods:

  • Phone: (403) 474-6346 (Mon-Fri: 10am-4pm)
  • Email: support@magicdealz.ca – Please ensure to add your order# in the subject line
  • Website: Contact us form on the website. Please ensure to add your order#

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What is the meaning of each tracking status update?

How to track order?

  • You can track your order through the Canada Post website

Why did nothing update after the order status changed to Arrival at Destination? (only applicable if the recipient is outside Canada)

  • Generally, it is because the status and information have not yet been updated by the destination country. We suggest that the recipient(s) consult their local post office (affiliated with Canada Post) or contact Canada Post customer service for more information.

Why does it show that my package is Held by Customs / Held by Destination? (only applicable if the recipient is outside Canada)

  • At certain stages in the customs clearance process, your package might be held by customs. If this occurs, the recipient(s) should contact customs to resolve the issue. If your package cannot pass through customs clearance, the recipient should acquire official documents from the customs department.

Are there any other expressions of Waiting for Picking-up?

  • When your package is waiting for pick-up, the recipient(s) should contact their local post office (affiliated with Canada Post) or contact Canada Post customer service and then pick up the package. Depending on your pick-up/delivery arrangement, you may receive any one (or a slight variation) of the following messages:
    • Awaiting Collection
    • A delivery attempt was made
    • Attempted to contact by telephone to arrange for delivery
    • Attempted to contact by telephone to arrange for delivery to the address
    • Waiting for withdrawal
    • First notification to recipient
    • Notified
    • A reminder has been sent to the recipient

Why does the tracking status show delivered when I have not received the package?

  • The tracking status shows delivered. Please visit Canada Post website, enter your tracking information and contact their customer service team for additional information. It is also recommended that you check with your family members or neighbors to see if they signed for the package in your name. If you still have not received the package, please contact the shipping company and request official documents for your missing package.

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I have questions about details of a product

If you have any questions about a product, please contact our customer service team. We would be happy to help. You can contact us by using any of the following methods:

  • Phone: (403) 474-6346 (Mon-Fri: 10am-4pm)
  • Email: support@magicdealz.ca – Please ensure to add your order# in the subject line
  • Website: Contact us form on the website. Please ensure to add your order#

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How do I cancel an order?

Before your order is shipped out, you can follow the below steps to cancel it:

  • Email our customer support at support@magicdealz.ca and enter your order ID in the subject line. Please state the reason to cancel the order. If the order has not been shipped out, it will be cancelled for you and you will receive a confirmation email. The charges will be credited to the account that was used to make the payments.

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Can I use my in-store credit for an online order?

Unfortunately, currently our e-commerce does not support to apply in-store credit for an online order. However, you contact us at support@magicdealz.ca and request to apply an in-store credit during checkout with all the following information:

  • Cancel your current order (read how do I cancel my order) and place a new order
  • If your order has not been shipped out yet, you can contact our customer service team to change the order details for you. We would be happy to help. You can contact us by using any of the following methods:
    • Your name (First name and Last name)
    • Phone # (on file)
    • Phone # (where we can reach you in case of a query. If it is the same then no need to enter twice)
    • Copy of the receipt (whose store credit you are referring)
    • Customer # (if you have a Magic Dealz loyalty card). This will be a six digit number starting with a “0”
    • Store credit ID (a barcode with numbers on the receipt)
    • Email address where we can reach you
  • We will then review the request and, if approved, will send you a code through email. You can use that code at checkout and the store credit amount will be discounted. Please note this code can only be used once before its expiry (the expiry date will be on the email).

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How do I get coupons or discounts?

  • If the store has an ongoing promotion, the product will be automatically displayed on the discounted price
  • If you have a Magic Dealz loyalty card, the product will be automatically displayed on the discounted price (if applicable).
  • If you want to redeem a coupon, please ensure that it has not expired. You will be able to redeem it during checkout.
  • If you wish to get additional discounts for bulk purchase, please contact our customer service via email at support@magicdealz.ca. Please ensure to enter the items you wish to purchase with their quantity

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How do I get a coupon back?

  • If you receive a full refund on an order the coupon will not be returned to you. Please note that the coupons can only be used once.

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I have a membership / loyalty card but my discount is not appearing?

  • All the loyalty / membership cards issued before January 2018 needs to be checked in our system with the missing information. We have changed the terms of purchase for the card. All the previously issued cards can be verified by the following methods:
    • Visit the checkout lanes in store and ask the cashier to enter your details
    • Email us at support@magicdealz.ca with the following information:
      • First Name
      • Last Name
      • Email address
      • Phone #
      • Postal Code
      • 6 digits on the card starting with “0”
      • Picture of the card.
      • Approximate month and year of issuance

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Can I preview my orders history?

  • Once you sign in to the account, you have access to preview all the orders that you placed with their status.

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Can I change my personal details?

  • Once you sign in to the account you have access to change all the personal information except your membership card # and email address. You can always change the shipping and billing information, password, and other account details.

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Can I contact you any time of the day?

  • Unfortunately, we do not have a 24/7 helpline available at present. If you have queries feel free to contact us through the following means
    • In person: Visit the store Monday-Saturday 9:00AM – 8:30PM and Sundays and statutory holidays 10:00Am – 6:00PM
    • Email: 24/7. Our agents will respond within the next business day
    • Phone: call during store hours
    • Voicemail: 24/7 (monitored once daily)
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What are the shipping options?

  • We cater for the best customer service for our customers.
    • If you live outside of Calgary then Canada Post is the current available option for you.
    • If you reside within the city of Calgary or surrounding areas, then save the shipping costs and visit our location!
      • If you want to save the time to explore, you can always order online and pick up in store pick up your order from store for a flat per order fee of $5.00!

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