Trusted answers and information about Mobility devices, services, and solutions from Neighbourhood contributors and the TELUS team.

iPhone Order FAQ

Community Manager
  • Contributors:

Well folks, it’s the most wonderful time of the year. Yes, you guessed it, iPhone launch. Because we are just as excited as you are, we decided to compile a list of FAQ’s and general order information to help you breeze through your pre-order experience.


Q1.jpg How can I check my order status?

A1.jpg You can check the status of your order 24/7 via here: This link houses all up to date order status information.


Q2.jpg How do I contact your webstore team?

A2.jpg You can reach our webstore team via email here: Please allow 24-72 business hours for a response. You can also reach them Monday -Friday from 12PM EST to 9PM EST at this number: 1-866-488-2709


Q3.jpg Oops, I ordered the wrong colour, size or handset model! What do I do?

A4.jpg No sweat! Contact our webstore team and they’ll be able to help you out!


Q4.jpg Which store has available devices?

A4.jpg You can find your nearest TELUS store here:

We also suggest calling ahead just to ensure the inventory is still available.


Q5.jpg How do I update my delivery address?

A5.jpg Feel free to contact our webstore team so they can take a look into this for you!



Q6.jpg My phone is on the way, how can I backup my phone to my computer in the meanwhile?

A6.jpg You can find the details on the blog here:


Q7.jpg When will the phone be available in stores?

A7.jpg The phone will be available on September 21st!


Q8.jpg Will the iPhone qualify for TELUS Bring-It-Back program?

A8.jpg Yes!


Q9.jpg Where can I purchase Applecare?

A9.jpg You can purchase Applecare online when you place your order. You can find all Applecare information here:


Q10.jpg What offers are available for me to upgrade my phone?

a10.jpg Good Question! You can always log into, click plans and devices. Select your phone number from the list and click device. You can then click check offers to find out what promotions are available for that specific line.


Q11.jpg What’s the warranty on my phone?


A11.jpg All brand new devices come with a 1 year manufacturers warranty.


Q12.jpg What colours/memory size will you carry?

A12.jpg You can find all the new iPhone colour and size options here:


Q13.jpg How can I unlock my device?

A13.jpg You can unlock your device by contacting our Client Care team directly at 1-866-558-2273.


Helpful Links


TELUS iPhone Compare Page 


iPhone XS

iPhone Xs Apple Support Page 

iPhone Xs Pre-Order Page

iPhone Xs MAX Pre-Order Page


iPhone XR

iPhone XR Apple Support Page

iPhone XR Pre-Order Page






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Community Power User
Community Power User


Q13.jpgHow can I unlock my device?

A13.jpgYou can unlock your device by contacting our Client Care team directly at 1-866-558-2273.


Of course, your new iPhone ordered from Telus will come unlocked! No need to call about it.




Hey guys!


Any information on the Apple Watch Series 4?



Rogers and Bell already have it for pre orders but Telus as usual is lacking behind on this. No information has been given to any store or call center. This is very disappointing as many will want to get this one and want information.. Not just " pre register" yet Rogers and Bell have already started the pre orders.


Can we get a actual Telus rep to answer this ?? Thanks! 

Community Manager
Community Manager

Hey @NFtoBC


That question would be referring to an older phone, not the new line up of iPhone Xs and Xs Max's Smiley Happy

Community Manager
Community Manager