Frequently Asked Questions

General

Do I need a specific browser?

The Canon Online Store is best viewed using Internet Explorer, Mozilla Firefox, and Google Chrome

What is my billing address?

The billing address is the registered address that your credit card company holds. You can choose to have your order shipped to the same address or provide a different address for delivery.

How do I remove an item from my shopping cart?

You can remove a selected item any time from your cart before you make the payment. Press the x against each product in the cart you wish to remove.

Why am I not able to add a product to my shopping cart?

If a product has "Availability: Out of stock", it means that this product is out of stock at the current time and unavailable to purchase. Stock levels fluctuate and we try our best to ensure that there are always products on the site for you, but there are going to be some products that are very popular and so stock will be at a minimum. Please keep checking the site for updates.

How long will items remain in my shopping cart?

If you delete the cookies in your browser then the item will be removed from the cart. Cookie lifespan will depend on your browser settings. If you are logged into the Canon Store the item will remain in your cart up to 6 months or until you remove them.

Why am I unable to find products on the Canon Store?

The Canon Store offers a select range of consumer products and value added product bundling. Our focus is on convenience and adding value by offering product bundles, an introductory offer of free standard delivery and the certainty of genuine after sales support and local warranty coverage. We will be monitoring feedback from consumers and we expect our offers will continue to evolve over time.

Why does The Canon Online Store pricing differ from other online stores?

The Canon Online Store focus is on convenience and adding value for consumers who want to buy from a local on line store by offering product bundles, an introductory offer of free delivery and the certainty of genuine after sales support and local warranty coverage.

Why can't I find my item?

When you're searching for an item on the Canon Online Store, you may occasionally find that your search does not return any results. This may be to a number of reasons, we suggest you check your spelling or the wording as we may not recognise spaces etc; and to check our website for all current products (as the one you want may no longer be available or we may not offer it on the store).

Payment & Security

What are the payment methods available?

The Canon Online Store is able to accept American Express, MasterCard, Visa and PayPal.

Can I change my payment method?

No, once the order has been submitted we are unable to amend the payment method.

When will my credit card be charged?

Canon receives authorisation to charge your account prior to shipping your item(s) therefore your card will be charged once you have confirmed your order.

Will my Canon purchase attract additional financial institution fees?

Canon does not charge financial institution fees to our customers. We encourage customers to check with their card issuing financial institution for any additional service charges or fees that may apply.

Can I change my billing address?

Your billing address is the registered address that your credit card company holds. Please ensure that your billing address is correct at the time of placing your order. Once your order has been accepted by Canon, your billing address cannot be changed.

If I am travelling, how do I get my GST refund?

For more information please refer to http://www.border.gov.au/Trav/Ente/Tour/Are-you-a-traveller

Why was my credit card payment not processed?

Your credit card company may have declined authorisation to debit your card due to a number of reasons. We suggest you contact your card issuing financial institution or check the “Troubleshooting credit card payment errors FAQ” below

Troubleshooting credit card payment errors - checklist

Double check the card type (for example, American Express), the account number and expiration date.
Remove any dashes or spaces from the account number.
Is your card new or recently reissued?

• Call the financial institution to make sure it has been activated.
• Is it possible you have exceeded your daily spending limit for your card? 
• Most debit and credit cards have daily spending limits that may substantially delay the processing of an order — even if there is enough money in an account. When using a debit card, funds are immediately reserved in your bank account at the time you place your order. Please consult your card-issuing financial institution for information about your daily spending limits if you are having trouble placing your order.

Have you checked if you have sufficient available credit for the purchase amount?

• Check with your financial institution.

Do you require authorization to proceed with the purchase?

• Check with your financial institution.

Does your billing address match the address details with your card issuing financial institution?

• To prevent any unnecessary delays processing your order, please ensure that the billing address on your order matches the information on your credit card account. If you have recently moved or are unsure whether you receive your credit card statement at your work or home address, please contact your card-issuing financial institution using the number on the back of your credit card to confirm.

Did you use the correct security code?

• The card security code is a unique three or four digit number printed on the front (American Express) or back (Visa/MasterCard) of your card, in addition to the account number.

Viewing Orders

How can I check the status of my order?

It’s easy to check the status of your order! Just visit MyCanon and sign in with your username and password to get a summary of any orders you have placed.

Click the "View Order" link for invoice and shipping information

Can I cancel my order?

We ask that you make your selection carefully; as we are unable to cancel your order once it has been processed.

How do I change my order?

Unfortunately, once an order has been placed, we cannot make any changes as the items will be processed for shipping immediately.

Can I track my shipments?

As soon as your item(s) have shipped, we'll send you a Shipment Notification email that includes the estimated delivery date and tracking/consignment number. You can visit the Australia Post website and use their Track & Trace service to view the status of your order once we have passed it to Australia Post. Australia Post’s track & trace service is located at the following web address: http://auspost.com.au

You can also view this information by signing into your MyCanon account. Please Note: All shipments require a signature on delivery. Please read the "Signature on Delivery" section for more information and alternative options if you will not be available to provide a signature.

How do I print or view an invoice?

We will email the invoice to you. If you have a MyCanon account you can also access the invoice online. Log in to your MyCanon account and click on the “My Orders” section to view all your orders.

Once you have identified the order you wish to print/view, simply select that order by clicking the “View Order” Then select Invoices button.

Shipping & Delivery

What is the delivery time for my purchase?

Once you have placed your order on Canon Online Store, you will receive an e-mail to confirm your order details, including your estimated delivery time.

Expected delivery times for Australia Post are: 1 – 5 business days for metropolitan areas, and 5-10 business days for orders originating from remote regions.

During the holiday season we have collaborated with Australia Post to ensure delivery of your orders in time for Christmas but please make sure that your orders reach us by the recommended dates. We will always endeavour to provide you with the best possible service.

Can I ship outside of Australia?

The Canon Online Store sells and ships items only within Australia and we do not ship to freight forwarders. The Canon Store sells and ships products to end user customers only.

If you would like to purchase Canon products from outside Australia, please visit our corporate website to find out where the closest Canon Store is to you.

Problems with your shipment?

If you are experiencing any problems with your order or shipment, please contact us immediately so that we can investigate this for you and resolve the matter promptly.

How can I track my order?

We know how excited you are to receive your new purchase. If at any time you would like to confirm the status of your order or any of the delivery details, such as estimated delivery dates

You can simply log into your MyCanon account to view the most-up-to-date status of your order.

Click "View Order" on the order you wish to track, You will then be able to use the "Track your order" link to view the postal status with Australia Post

You will also receive a package tracking number which you can use on the Australia Post website to check on the location of your order. Australia Post’s track & trace service is located at the following web address: http://auspost.com.au

What time will my order be delivered?

Deliveries begin at 7am every business day and end at 5pm.

Will deliveries need to be signed for?

Yes, a signature will be requested and is required as Proof of Delivery.
If you know that no-one will be at home to accept delivery of your order, you may wish to consider shipping your order to your office address or an alternate address where you know that someone can sign for the delivery on your behalf. If you do choose to send to a business address, please ensure you include the name of the business in the address.

Please Note: Delivery to a PO Box, AFPO, PMB or Locked Bag is not permitted.

How much am I charged for shipping?

Standard delivery of all Canon orders to Australia (within the Australia Post delivery network) is free.

Can I change my address?

No. Once you have placed your order we are unable to change the address details. Please take the time to consider and choose your address details carefully.

Can I use a PO Box for delivery?

No, as signatures are required for proof of delivery.

What if I am not home on the scheduled delivery date?

As we require a signature on delivery, a calling card will be left for you, requesting that you pick up your order from your local post office.

What happens if my delivery goes missing or is damaged?

If you experience any problems with your delivery, please contact us immediately so that we can investigate and resolve this matter with you promptly.

Can I ship to multiple addresses?

The Canon Store does not support shipping items in a single order to multiple shipping addresses. To ship items to an additional address, please place a new order on the Canon Store.

Using The Software

Questions about using the software

How do I copy my project to a new location?

The process of copying your project to a new location depends on which operating system you are using (Windows/Mac).

To copy your project to a new location:

1. Go to the following folder on your hard drive:

If you're working on a PC:My Documents\PhotoPico Projects Projects

If you're working on a Mac:username\PhotoPico Projects Projects (the user name is the folder with the 'home' icon next to it)

In this folder you will find another folder which contains your project.

2. Unfortunately the pictures will not automatically be copied with the project file.

To ensure that the pictures are copied as well, find the pictures that you have used (you can do this easily by right-clicking the picture within the editor and clicking 'Show in Windows Explorer' on a PC and 'Show in Finder' on a Mac) and copy them to another folder.

3. Copy the folder containing your project and photos to your desired destination (network location, USB stick, CD). Once you have finished copying your project, check the destination location to make sure you've copied it correctly.

4. Please ensure the editor has been installed on the destination computer prior to copying the project to the computer.

If you're working on a PC:Copy the project and photo folders to the PhotoPico Projects Projects in the 'My Documents' folder of the destination computer.

If you're working on a Mac:Copy the project and photo folders to the PhotoPico Projects Projects in the 'username' folder of the destination computer.

5. To open the project, simply open the editor and click on 'Open an Existing Project'. The project should be listed as one of the existing projects under the same name.

As the pictures are not imported automatically, the editor will ask you to update the new picture location.A window will pop-up saying 'The following pictures are missing...'. Click on the 'Find Pictures' button.

The editor will then continue with a 'Find missing pictures.. ' window, which has the pictures listed there. Click on one of the pictures and click the 'Update' button.A window should come up to allow you to choose the photo folder (you will not be able to copy them straight off the CD, so please make sure you copy the photo folder to an easy to find location, such as 'My Documents' or the Desktop).

Once you've located the photo that you were intending to update, select the photo and click 'Select'.After a moment, the editor should recognise that the other 'missing' pictures are located in the picture folder and will ask you if you would like to update the other missing photos as well. Click 'Yes' and every photo should now be updated and you should be able to click on the 'Continue' button to proceed to editing your project.

Returns & Replacements

What is your returns policy?

Please select your purchases carefully, as we do not provide ‘change of mind’ returns after 14 Days of delivery. Please refer to 14 Days Peace of mind Terms and Conditions.

If you believe a product acquired from the Canon Store is defective, you may have a right of return and/or other remedies under either our voluntary warranty (please refer to the Warranty Card which will be supplied with your product) and/or the Consumer Guarantees provisions of the Australian Consumer Law (for further information, see www.consumerlaw.gov.au).

How do I return an item?

Please Contact us for further steps.

Keeping you informed

How will Canon keep me informed of the progress of my order?

Once your payment has been received and your order has been accepted by Canon, you will receive an order acknowledgement email with the details of your order and the estimated delivery dates.
If you have not received this email five (5) business days after making your payment or after 24 hours in case of a credit/debit card order, please contact us at your earliest convenience.
Please note: We may ask you to provide additional information and/or documentation before confirming your order.

Shipment notification
Once your order has left our warehouse, you will receive a shipment notification email, advising you of an estimated delivery date and information about how to track your order.

I have not received my order acknowledgement or shipment notification email - what do I do?

Please make sure that the email address on your order is correct and that the email has not been directed to a spam or a junk folder. If your email address is found to be incorrect, you can change your details in MyCanon. MyCanon will also provide you visibility of your order allowing you to track expected delivery.

Whilst we have a robust ordering & tracking mechanism within the Canon Store, our friendly customer service staff may contact you if:

• We require further information from you to process your order;
• We need to make changes to your order (e.g. availability dates, product upgrades, returned products are out of stock); and/or
• We encounter problems during delivery.

Service & Support

Looking for a driver, manual or other download?

Please check the Support & Services page to access the relevant support materials and FAQs. If you don't have the model number, go to the category selector and follow the prompts.

Support for your product

Need help with getting the best out of your Canon products? Visit our online product FAQs or feel free to contact us and we will be more than willing to support you.

Policies

Privacy Policy

Canon is committed to protecting your private information. Read the details of our Canon Customer Privacy Policy

Terms and Conditions

Read Canon's Terms and Conditions.

Canon Warranty

Canon firmly stands behind our products. We encourage you to read our Canon Warranties Policy

Canon Store Terms of Sale

Read Canon Store Terms of Sale page for site terms of use for the Canon web site. See All Legal Information together on one page so you can find what you're looking for fast.

How do employee purchases differ from normal order?

For More information please contact Human Resources, 

Canon Staff Fequently asked questions

Promotions

What is a voucher?

You might receive a special deal from Canon in the form of a voucher. Every voucher has a special code which you can use to get a discount on your order.
From time to time, MyCanon members are rewarded with vouchers, which are used in the same way to secure special discounts or free gifts.
Please refer to the terms and conditions of the individual voucher.

How do I use my Promo code?

The promotional code on the voucher is to be entered at the time of checkout. Adding the code will automatically activate the discount or special offer.

What happens if I get an error message while using the promo code?

If you receive an error message, then it's most likely that the offer has already been used or has expired.