CDW Canada Customer Support

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Customer Service Response Update: Please be advised that due to increased contact volume, we are experiencing longer than usual wait times if you call (1-800)972-3922 option 6 or email us crreturnsca@cdw.com. We are working hard to manage the increase in support inquiries and fulfill shipments as quickly as possible. We appreciate your patience, and we look forward to continuing to serve our customers during this critical time.


Popular / FAQs

How do I create a quote?

Tracking numbers are stored by order number within the Recent Orders history of your CDW account. You can also search for an Order Number by date or P.O. number.

Select an Order Number you wish to track. This will take you to the Order Details page where you can view full shipment details. Under the Product Details section, you will see your order's tracking number. By selecting a tracking number, you will be redirected to the appropriate shipping carrier site for tracking information, including proof of delivery. If you can’t find your order tracking number, or if you require further assistance, please contact Customer Relations.

Note: If you did not select “ship all items at once” when you placed your order, there may be more than one shipment and therefore more than one invoice.


How can I get tracking numbers for my order?

Tracking numbers are stored by order number within the Recent Orders history of your CDW account. You can also search for an Order Number by date or P.O. number.

Select an Order Number you wish to track. This will take you to the Order Details page where you can view full shipment details. Under the Product Details section, you will see your order's tracking number. By selecting a tracking number, you will be redirected to the appropriate shipping carrier site for tracking information, including proof of delivery. If you can’t find your order tracking number, or if you require further assistance, please contact  Customer Relations.

Note: If you did not select “ship all items at once” when you placed your order, there may be more than one shipment and therefore more than one invoice.


I'm having trouble signing in. How do I get help?

If you have verified that your username and password are correct but your username is still locked or you are still having issues with your username or password, please contact Website Support. If your username is disabled, please contact Sales. Please be prepared to provide screenshots of any error messages and details of your browser setting to assist with troubleshooting.


How do I request a return?

To return a product, you will need to log into your CDW account and access the Recent Orders. Select the Order Number for which you would like to request a return (you can also search for an order by date or P.O. number).

You will be taken to the Order Details page. In the Product Details section, you have the option to select "Request a Return" select the item(s) you wish to return and fill out the request with details for your reason for return.

Upon RMA approval you will be contacted via email with the RMA authorization information, pre-paid courier waybill and instructions on how to return your product. Your RMA number is valid for 10 business days. All authorized returns are for refund only.

If you require additional assistance or have further questions, please contact your dedicated CDW Canada Account Manager. If you do not have an account manager with us, please contact our Customer Relations team and  have one or more of the following information available:

  • CDW Order Number
  • CDW Invoice number
  • Customer PO#
  • Customer Account Number
  • The conditions of the product you wish to return (Factory sealed/ unopened, Open box with or without original packaging, Defective with or without original packaging and details about the defect.
  • Serial numbers of product applicable can be found on the outside packaging – please do not open the product to get this information.


Received a damage shipment, how do I proceed?

Please note the damaged shipment should be refused at time of delivery if you notice damages and you do not wish to keep the shipment.

If unable to refuse the shipment, the product must remain at the original delivery location in order for the courier to confirm where the damages occurred and claim to be considered.

Please email Customer Relations or contact us at 1.800.972.3922 x 6 or your account manager to report the damage within 48 hours from the receipt of the shipment. At time of notifying CDW Canada, you must provide the following pictures:

  • All 4 sides of the damaged box
  • If you have opened the box: pictures of the interior packaging and damages to the unit itself.

Delays in providing the outlined required pictures may result in the rejection of the damage shipment claim.

Courier timeframes for resolution are 7-10 days on average, this includes the inspection and pick up of the damaged shipment. CDW Canada will contact you once we are notified when the courier will be arriving onsite at your location. In the event the courier arrives without prior notice, please call CDW Canada Customer Service at 1.800.972.3922 x 6   if you require confirmation that the shipment can be released to the courier.
 


How can I view the status of my return?

You can log in to your CDW Canada account, under order information select return status or you can contact our Customer Relations team for further assistance.


How will I be refunded?

A refund will be issued to the original method of payment used on the order. Please note, if your purchase was made via credit card, your credit card company may hold the credit funds up to 72hrs before releasing them depending on the credit card company policy.

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