When something goes wrong, here's exactly what happens next.
This page explains, step by step, how we receive, investigate, and resolve any complaint about an order, a device, a charge, or how your information was handled — plus every outside body in Canada and the United States you can turn to if you're still not satisfied with our answer.
A complaint is answered by a person, not a queue
Every complaint submitted to Eazy Phones — about a smartphone, tablet, smart watch, headphones or earphones, a charge on your card, a delivery delay, or how we've handled your personal information — is read and answered by our own support desk here in Vaughan, Ontario. Nothing is outsourced to a third-party call centre, and no complaint is closed until you have received a written answer that actually addresses what you raised. This procedure sits alongside, and does not replace, the specific timelines already set out in our Returns & Refund Policy, Shipping Policy, Privacy Policy, and Terms of Service.
What Counts as a Dispute Under This Policy
This procedure applies to any complaint arising from a purchase made on eazyphones.com and shipped within Canada or the United States, across four categories:
Order & Delivery Issues
Late, lost, or missing parcels; wrong item shipped; damage discovered at delivery. See Shipping Policy →Product & Warranty Faults
Devices that arrive defective, or develop a manufacturer fault during the warranty period. See Refund Policy →Billing & Payment Disputes
Incorrect charge amount, duplicate charge, or a charge you don't recognize. See Terms of Service →Privacy & Data Complaints
How your personal information was collected, used, shared, or stored. See Privacy Policy →How to File a Complaint
Filing a complaint costs nothing and doesn't require a customer account — just your order number (or name and delivery address, if you don't have one) and a description of the issue.
Tell us what happened
Email support@eazyphones.com, call +1 416 817 4612, or use WhatsApp chat on the site during business hours.
We acknowledge it
You'll receive a written acknowledgment with a reference number within 1 business day, confirming we've received your complaint.
We investigate
We review your order, courier tracking, payment records, or account activity as relevant, and may ask for photos or further detail.
We resolve it in writing
You receive a written outcome — a refund, replacement, correction, or explanation — normally within 10 business days of your original complaint.
Our Response Time Commitments
These are the maximum timeframes we hold ourselves to. Most straightforward complaints — a delivery question or a simple billing correction — are resolved well inside these windows.
| Stage | What happens | Timeframe |
|---|---|---|
| Acknowledgment | Written confirmation with a complaint reference number | 1 business day |
| Investigation update | Status update if your case needs order, courier, or payment review | 3 business days |
| Final written resolution | Written outcome: refund, replacement, correction, or explanation | 10 business days |
| Escalation review | Senior review if you're not satisfied with the first outcome | Additional 5 business days |
Business days are Monday–Friday, excluding Ontario statutory holidays. Complaints that also involve a manufacturer warranty claim may take longer where the manufacturer's own assessment is required — we'll tell you if that applies to your case.
How a Complaint Escalates Internally
If our first answer doesn't resolve things, you can ask for the case to be escalated — no separate form required, just reply to your resolution email and say so.
Front-line support review
Your complaint is handled by a support team member with full access to your order, tracking, and payment history, and the authority to approve most refunds, replacements, and corrections directly.
Senior escalation review
If you ask for an escalation, or the case involves a disputed warranty or billing decision, a senior team member re-examines the full file independently of the original decision and responds within 5 additional business days.
Final resolution letter
You receive a final written position from Eazy Phones. This letter also confirms your right to take the matter to an external body listed below, or, for card and PayPal payments, your right to dispute the charge directly with your payment provider.
Billing, Card, and PayPal Disputes
Contact us first
Most billing issues — a duplicate charge, a pricing mismatch, or a charge you don't recognize — are corrected faster by contacting us directly than by starting a formal chargeback, since we can see the order and payment record immediately.
Your dispute rights remain intact
Nothing in this policy limits your right to dispute a card charge with your issuing bank under the U.S. Fair Credit Billing Act, or with PayPal under its Buyer Protection programme, at any point — contacting us first is a recommendation, not a requirement.
Encrypted, PCI-compliant checkout
All payments are processed through encrypted, PCI-compliant gateways including PayPal. Eazy Phones does not store full card numbers, which is why we may ask your card issuer or PayPal to confirm a transaction if a dispute is already open with them.
Currency & tax corrections
If a dispute concerns Canadian sales tax (HST/GST) or a currency-display error, we correct the charge and refund the difference directly to your original payment method, in line with our Refund Policy.
External Consumer-Protection & Dispute Resolution Bodies
You are never required to exhaust our internal process before contacting a regulator, and doing so does not affect your statutory rights. These are the bodies most relevant to a Canada/U.S.-only electronics retailer, organized by country.
Canada
United States
Governing Law and How This Fits Our Other Policies
This procedure is administered from our registered office in Vaughan, Ontario, and is governed by the laws of the Province of Ontario and the federal laws of Canada applicable within it, as set out in full in our Terms of Service. Where a mandatory consumer-protection law of your own province or U.S. state grants you a stronger right than anything described here, that stronger right applies and is not limited by this page.
This page is a procedural summary provided for transparency and is not legal advice. For the binding terms that govern your order, refer to our Terms of Service, Refund Policy, Shipping Policy, and Privacy Policy.
Talk to the Team Handling It
Every channel below reaches the same Ontario-based desk — email is fastest for anything involving photos or order documents.