Frequently Asked Questions

Orders typically take 3-10 business days to process, assuming all details are correct, the product is in stock, and the Bell Mobility credit check for new activations is approved. Delays may occur if incomplete information is provided or if the device is pre-ordered. Once processed, shipping generally takes 1-2 business days.

A signature is required upon delivery, so please ensure availability at the provided address from Monday to Friday, between 8 AM and 5 PM.

For new activations with new numbers, your device will arrive pre-activated with a new phone number. Ensure to fully charge your device and confirm call functionality. If you are porting a number from another carrier or upgrading your hardware with a new SIM card, you must contact your EPP representative epp@umobi.ca to complete the activation process. For hardware upgrades with an existing SIM card, simply insert your SIM into the new device as directed.

Contract terms apply to access applicable rebates and secure the lowest price. You can select your preferred purchase terms during the online order process.

Yes, if you cancel outside of the return and exchange window. By placing your order, you enter into a contract with Bell Mobility, which may include a cancellation fee. For more details, please refer to Bell Mobility’s Terms of Service.

Promotional discounts are only valid within the specified timeframe. We cannot backdate offers or price match. However, if a promotion is introduced after your order is placed but before it is processed, we will attempt to apply the discount.

Activations cannot be delayed. The device will be shipped activated, and charges will begin from the shipping date, even if the device isn’t used immediately. To avoid unnecessary charges, we recommend discussing purchase options with your EPP representative before placing your order.

Your monthly bill includes a one-time connection or hardware processing fee (if applicable), your chosen monthly plan, federal and provincial taxes, and any additional charges like long-distance, roaming, and mobile browser usage. If you ordered a device via the Smart Pay option, the device charge will also be included for the term.

Your bill date starts on the day the line is activated. Since your phone is active when shipped, no credits can be issued for shipping delays.

Bills are posted monthly. To avoid late fees, we recommend paying immediately upon receipt, allowing 4-6 days for processing. Payments not received within 30 days of the statement date will incur late fees.

Not all numbers are eligible for transfer. Numbers that cannot be ported include inactive numbers, those from regions that do not support transfers, and numbers that you are not authorized to transfer.

Yes, but additional calling charges may apply.

You will need a new rate plan, but you can use an existing device if it is Bell-compatible or unlocked. A new Bell SIM card will be required.

Only your phone number transfers. Previous service provider features will be disconnected.

Yes, you can transfer at any time. However, review your current service contract to check for any cancellation fees or outstanding balances.

No additional fee is charged for number transfer, but you will be responsible for any obligations with your previous provider.

Yes, all devices are covered by a manufacturer’s warranty, which protects against defects. However, the warranty does not cover damage caused by user abuse, liquid exposure, or shipping costs for repairs. Warranty periods may vary depending on the manufacturer.

Reach out to a member of Urban Mobility’s support team for assistance.