CDW Canada Customer Support

How can I get tracking numbers?
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 do I check my order status?
CDW's Quick Order Status tool makes it fast and easy to check the status of an order.

When will my order ship?
Once your order is placed, you can check your account's Recent Orders history to confirm the status of your order, including estimated ship date. You can search for any order from the last three years, using order number, date or P.O number. Select the Order Number you wish to track to view complete details, including current status.

I received an order confirmation. Does that mean my order will ship today?
The order confirmation is an acknowledgment that we have received your order. It does not guarantee shipment. You will receive a shipment confirmation email once your order has been successfully processed. For additional questions, please contact your account manager or Customer Relations.

Note: If you are paying for an order via check, the check will be held for up to ten days for processing before your order is released.

What is the shipping policy?
We have a highly automated and efficient inventory, shipping and delivery system along with a dedicated team to manage complex logistics movements and services. There are also a wide variety of shipping choices, including special offers and white glove deliveries. Carriers include: FedEx, UPS, DHL, USPS, CEVA, UPS Freight, Veterans Messenger Service and T-Force.

For placing international orders and inquiries, please visit our International Solutions page. Orders for shipment outside of Canada are subject to shipping fees, applicable customs, duties and taxes, all of which are the responsibility of the customer. Additional information on CDW’s international shipping policies can be found on our related Terms and Conditions page.

Can I use my company's shipping carrier accounts?
You may save your company’s shipping carrier accounts as part of your CDW account's Profile and Preferences. Select Shipping and in the dropdown menu, select Shipping Accounts. You can then add and fill in the required information fields. If you require additional assistance with your company’s shipping carrier accounts, please contact your account manager. If you do not have a dedicated account manager with CDW, please contact Sales Support.

How do I request a return?

1. Access the Recent Orders  history of your CDW account. 
2. Select the Order Number to be returned. 
3. On the Order Details page, you will see “Request a Return” link.  
4. Submit your RMA request.  
   

If you require additional assistance or have further questions, please contact your account manager. If you don’t have an account manager with us, please contact Customer Relations.

How do I view the status of a return?
You can view the status of all completed or pending returns from your CDW account.

I have a Return Merchandise Authorization (RMA) number, how do I complete the return?
Some returns may be eligible for pre-paid freight by CDW.  If your return is eligible, you will receive a pre-paid freight label(s) via email.  Print the label(s) and use clear tape or a carrier pouch with a self-adhesive back to affix the freight label to your package(s).   

1. Do not write on the original manufacturer box. 
2. All returns should be placed in a shipping box to protect the contents while in transit. 
3. Please remove or cover any existing freight labels on the package.  
4. You can either give the package to your regular UPS driver or drop off the package at any UPS drop off location. 
5. If your package is over 150 pounds, CDW Customer Relations will schedule a pickup via a heavyweight carrier and will contact you with additional details. 
6. If you are returning a printer, fax machine or copier, please remove all toner and ink cartridges to prevent spillage during shipping. The toners/cartridges should be packaged separately, in another box or sealed inside a plastic bag within the return item’s box. 

The return box must contain everything from the original shipment, including the original manufacturer’s box and packing material, all accessories, UPC bar codes, manuals, etc. that came with the original shipment. 

What is CDW's return policy?
CDW allows customer returns based on the policies of the original product manufacturer. Returns within 30 days from invoice date are for refund only. Please be aware that specific manufacturers have more restrictive return policies and may be subject to a return fee.  

Customers must notify CDW Customer Relations of any damaged products within two (2) business days  of receipt of shipment.  

Software is not returnable if the packaging has been opened. If software was distributed electronically, it is not returnable if the licenses were downloaded. Customers should contact  Customer Relations to initiate a return or for additional information.  

See CDW’s full product return policy (PDF).

How do I print an original invoice?
Original invoices are available through the Recent Orders history in your CDW account. Select the Order Number for which you would like to view your invoice (you can also search for an order by date or P.O. number.) 

Each Order Number includes an option to View Invoice. This will take you to an overview of your order's invoice list, where you can print a copy of your invoice. You can also review order details and shipping status, and read and print your order's packing list.

How do I change my billing address?
Our credit department must make any updates to the billing address you have on file. Contact CanadaCredit-Change@cdw.com or contact Customer Relations for further assistance. Please note that it may take up to 24 hours for the request to be processed. If you require immediate assistance, please contact your account manager.

How do I save favourite billing, shipping and payment perferences?
When you are ready to check out, you can edit, select and save your preferred shipping address, billing information and payment preferences from the checkout page while completing your most recent order or purchase. Select the checkboxes that correspond to your preferred information to set your defaults moving forward. If you just need to change your shipping address, you can do so from your CDW account's Profile and Preferences.

How do I establish credit terms for my business?
CDW offers Net 30 days terms to government agencies, schools and qualified businesses. Please contact your account manager for details. If you do not have a dedicated account manager, please contact Sales Support to create an account. We do not offer credit terms to individuals.

Where do I submit wire payment?
Please include your company information and order number. Please send remittance to remittance@cdw.ca.  

CAD wire transfer information (for the full amount including shipping):

Pay through:
(Receiving Bank) 
Bank of Montreal, 
International Banking, Head Office
Montreal, QC
S.W.I.F.T BIC CODE: BOFMCAM2

Account with Institution: Bank of Montreal – BMO Financial Group Centre
6605 Hurontario St
Mississauga, ON
Canada
L5T 0A4

Beneficiary Customer: 3851013662 **
(BNF field or SWIFT field 59)
CDW Canada Corp.
185 The West Mall Suite 1700
Toronto, ON
M9C 5L5

CAD Electronic Funds transfer information (for the full amount including shipping):

CDW CANADA CORP.
c/o BMO FINANCIAL GROUP CENTRE
6605 HURONTARIO ST, MISSISSAUGA, ON,
Canada
L5T0A4

Account Name: CDW Canada Corp.
Transit & Inst. # 38582-001
Account # 1013662

USD wire transfer information (for the full amount including shipping):

Pay through:
(Detination Bank) 
Wells Fargo Bank, 
N.A (formerly known as Wachovia)
New York
S.W.I.F.T BIC CODE: BOFMCAM2

Beneficiary's Bank:
(BBK field or SWIFT field 57a)
Bank of Montreal,
Intl Banking H.O Montreal

S.W.I.F.T BIC CODE: BOFMCAM2

Beneficiary Customer: 38584602592 **
(BNF field or SWIFT field 59)
CDW Canada Corp.
185 The West Mall Suite 1700
Toronto, ON
M9C 5L5

USD Electronic Funds transfer information (for the full amount including shipping):CDW CANADA CORP.

EFT Payment Instructions:
Account Name: CDW Canada Corp
Transit & Inst. # 38582 -001
Account # 4602592

Branch Address:
Bank of Montreal – BMO Financial Group Centre
6605 Hurontario St, Missussauga, ON, Canada, L5T 0A4
38582 -001

Do you accept cashier's cheque?
We do accept cheques from customers for payments on open AR balances, however if it’s a new customer who does not have approved terms, we would need to verify the cheque and a 10 business day wait is required before we release any orders.

Customers cannot come in with a cheque to pick up products on the spot.

My company does not use purchase orders. Can I reference the date as my purchase order number?
If your company does not use hard copy purchase orders, please verify with your account manager that your account is authorized for verbal PO and that your name is on the approved list of people authorized to make purchases for your company using verbal PO.

I set up my order under my personal account, but I would like to pay with a company check instead.
The account must be set up with the same information that is on the check. In this case, an account would need to be created with the business information to be billed out. All checks received at CDW Will Call will be approved through our check approval system.

Note: If the order is billed out under the wrong account and there is a product return, the refund check will be cut according to the information listed on the account.

I am tax exempt. What proof of tax exemption do I need to bring with me to pick up my order?
Tax number and or exemption certificate required for tax exemptions. All taxes are calculated based on ship to addresses. The purchase must be made with a company-issued form of payment on the CDW company account. In all instances listed below, tax can be taken off at the time of purchase when the fully completed form (including date and signature) is submitted and the account will be labeled “EXEMPT” by the tax department. The purchaser name on the certificate must match the purchaser name on the account.

How do I get a packing slip?
You may request a copy of your packing list for any product shipments, which is available as a PDF attachment or as a link within the email response. Go to your CDW account's Recent Orders history and select the corresponding Order Number for complete details.

From the Packing List tab, you can check the packing list(s) you would like to receive and whether you would like to receive the list(s) as a downloadable PDF or email and then submit your completed request.

Note: The email response link may only be viewed by the person requesting the packing list.

Why is sales tax charged?
CDW Canada is required to collect the goods and services tax (GST) or the harmonized sales tax (HST) on all taxable goods and services we sell in Canada. The HST is applied in provinces that have harmonized their sales tax with the federal government’s GST. These provinces are New Brunswick, Nova Scotia, Newfoundland and Labrador, Ontario, and Prince Edward Island. GST is imposed on the sale of taxable goods and services, with the addition of a provincial sales tax (PST) or a retail tax (RST). (There is no provincial sales tax in Alberta or in the three territories.) If you are exempt from sales tax, please provide applicable tax exemption certificate and submit it to CDW at the time of purchase.

For any questions, please contact your account manager. If you do not have an account manager with us, please contact Customer Relations.

Do you have a pickup location?
CDW Will Call has two pick-up locations in Las Vegas, Nevada and in Vernon Hills, Illinois. Both locations offer repair services and accept local returns as well. Please visit our CDW Locations page for hours of operation and directions.

What do I need to bring with me to Will Call?
For will call orders placed through the website using a credit card as the payment method, the cardholder must present their credit card and driver’s license at pick up. The 800 number provided on the back of the credit card will be called to confirm that the person in the store is authorized to use the credit card. For will call orders, the credit card is not charged until the product is picked up.

If the cardholder cannot be present, the person picking up the order must present the credit card and cardholder’s driver license as fraud protection for both the cardholder and CDW.

A cardholder and the card itself must be present at the time of purchase. Credit card numbers alone will not be accepted for picking up an order.

I need to return a product, but I don’t have a Return Merchandise Authorization number. Can I come to CDW Will Call and have the return number processed there?
While we can process customer returns at CDW Will Call, it is much more efficient when you come in with a
pre-approved RMA. To obtain an RMA number, please contact your account manager. If you do not have an account manager with us, please contact Customer Relations. You may also request an RMA number through our website.

I sent a copy of the purchase order to my account manager. Do I still need to bring a copy with me for pick up?
Please make sure to confirm with your account manager that the purchase order was received and saved into our system. This will ensure your order is processed in a timely manner.