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Since 2004, over 13,000 nonprofits, charities and libraries in Canada have received over $129 million worth of software and hardware donations.
FAQs
General
1.1 Which products are available through the TechSoup Canada Product Donations Program?
1.2 Why do you charge administrative fees?
1.3 How do I contact you?
Eligibility
2.1 Does my organization qualify for the TechSoup Canada Product Donations Program?
Registration
3.1 I would like to order products. How do I get started?
3.2 If someone else has already registered my organization with the TechSoup Canada Product Donations Program, can I use this account to order products?
3.3 How can I find out my organization's username and password?
Placing an Order
4.1 How do I place an order?
4.2 How many products can I order?
4.3 How often can my organization order products?
4.4 My organization has multiple branches. Can each branch place orders individually?
4.5 How can I pay for my order?
Delivery Address
5.1 Can the delivery address be different from my organization's registered address?
Order Status
6.1 When can I expect to receive my order?
6.2 What should I do if I have a question about the status of my order?
6.3 What should I do if I want to cancel my order?
Refunds & Returns
7.1 What should I do if I want to return my order or if I ordered the wrong product?
7.2 How do I make a return request for shipped products?
7.2 In what form will refunds be issued?
Account Access
8.1 What do I do if I forget my organization's username or password?
8.2 My organization has been registered by someone else. How can I find out my organization's username and password?
8.3 What do I do if my organization's details have changed since it was registered on the TechSoup Canada Product Donations Program?
For frequently asked questions about individual Donating Partners' programs, please see the listing at the bottom of this page.
General
1.1 Which products are available through the TechSoup Canada Product Donations Program?
The TechSoup Canada Product Donations offers donated technology products to eligible organizations. Please see Browse Products for further information.
1.2 Why do you charge administrative fees?
The TechSoup Canada Product Donations Program will be charging an administrative fee for each request processed. The fee is to cover the cost of administering the donation program.
Whilst administrative fees vary, charities and nonprofits will still make savings of between 92-96% on typical retail prices.
Fees ensure that the TechSoup Canada Product Donations Program can continue to offer donated products as efficiently as possible, at the lowest possible cost.
Please see Contact Us.
Eligibility
2.1 Does my organization qualify for the TechSoup Canada Product Donations Program?
The TechSoup Canada Product Donations Program is available to Canadian organizations with nonprofit or charity status as granted by the Canadian Revenue Agency or the Canadian Federal or Provincial government. For more information see Eligibility Criteria.
Registration
3.1 I would like to order products. How do I get started?
Please see Getting Started for further information.
3.2 If someone else has already registered my organization with the TechSoup Canada Product Donations Program, can I use this account to order products?
Yes. You will need to use your organization’s username and password to log in.
3.3 How can I find out my organization’s username and password?
If you do not know your organization's password, click on the Request New Password link on the right of the screen. You will be asked to enter your registered email address or username. A new password will be emailed to you. If you do not know any of these details, then contact us at customerservice@techsoupcanada.ca.
Placing an Order
Please see Placing an Order for further information.
4.2 How many products can I order?
Our Donor Partners maintain requirements for the number of products an organization can order. For more information, please see refer to the eligibility guidelines.
4.3 How often can my organization order products?
Our Donor Partners maintain requirements for the number of orders an organization can place. For more information, please see refer to the eligibility guidelines.
4.4 My organization has multiple branches. Can each branch place orders individually?
Yes, provided each branch has been awarded it's own exclusive nonprofit or charity status. If this is the case:
- Complete the on-line form.
- Once your branch has been registered, and your nonprofit or charity status have confirmed it meets the required Eligibility Criteria, you will be able to place an order by logging in to the online shop using your branch’s username and password.
- If your branch has already been registered, login from the home page.
- If your branch has already been registered, but you do not know your username and password, click on Request New Password on the home page and enter your organization’s registered email address. Your organization’s username and password will be emailed to your organization’s registered email address. If you do not know any of these details, then contact us at customerservice@techsoupcanada.ca.
4.5 How can I pay for my order?
Payments can be made by credit card through the online shop.
Delivery Address
5.1 Can the delivery address be different from my organization’s registered address?
It is a requirement of the TechSoup Canada Product Donations Program that goods are delivered to the Delivery Address of your organization.
Please note: Certain Donor Partners may permit goods to be delivered to a different address, provided confirmation of the delivery address is given in writing by a Trustee or Director of your organization. Please see Delivery Address for further information.
Order Status
6.1 When can I expect to receive my order?
Products from our Donor Partners are subject to special processing. For the estimated fulfillment time by partner, please click here
Please note: Hardware orders may be delivered in more than one shipment.
6.2 What should I do if I have a question about the status of my order?
Please e-mail your question to us at customerservice@techsoupcanada.ca with 'Order Status Enquiry' as the subject line, and include the following information in the text of your email:
- Organization Name
- Registered Charity Number/Nonprofit Incorporation Number
- Order Confirmation Number
6.3 What should I do if I want to cancel my order?
Please e-mail us at customerservice@techsoupcanada.ca with 'Order Cancellation Request' as the subject line, and include the following information in the text of your email:
- Organization Name
- Registered Charity Number/Nonprofit Incorporation Number
- Order Confirmation Number
- Reason for Cancellation
Refunds & Returns
7.1 What should I do if I want to return my order or if I ordered the wrong product?
Unfortunately, because many of our products are fulfilled via e-mail downloads, products cannot be exchanged or refunded - even in the case of a wrong order. We must consider these products installed and in use as soon as the request is approved and the administrative fee is received.
Exceptions: If you have received the wrong shipped product or see that the package has been damaged, you may request a return for this product. At the moment, Cisco and Microsoft are the only donor partners with shipped products.
- Microsoft Returns: To receive a refund we must receive the package unopened and within 60 days of the original order. You may submit a return for request as outlined in question 7.2. THIS DOES NOT APPLY TO GET GENUINE PRODUCTS. Get Genuine products cannot be returned or exchanged for any reason.
- Cisco Returns: If your shipped product is the wrong order or damaged please submit a return request as outlined in question 7.2
7.2 How do I make a return request for shipped products?
Please e-mail us at customerservice@techsoupcanada.ca with 'Order Return Request' as the subject line, and include the following information in the text of your email:
- Organization Name
- Order Number - this is the five digit number on your invoice called “Txnid”
- Reason for Return
7.3 In what form will refunds be issued?
Refunds will be issued by the method from which the order was made. If you paid by credit card, we will refund the credit card on which payment was made. If you paid by cheque, we will issue a cheque refund - this may take 4 to 6 weeks to process.
Account Access
8.1 What do I do if I forget my organization’s username or password?
Click on the Request New Password link on the right of the screen. You will be asked to enter your registered email address or username. A new password will be emailed to you. If you do not know any of these details, then contact us at customerservice@techsoupcanada.ca.
8.2 My organization has been registered by someone else. How can I find out my organization’s username and password?
Click on the Request New Password link on the right of the screen. You will be asked to enter your registered email address. A new password will be emailed to you. If you do not know any of these details, then contact us at customerservice@techsoupcanada.ca.
8.3 What do I do if my organization’s details have changed since it was registered on the TechSoup Canada Product Donations Program?
Please e-mail us at customerservice@techsoupcanada.ca with 'Change Details' as the subject line, and include the following information in the text of your e-mail:
- Organization Name
- Registered Charity Number/Nonprofit Incorporation Number
- The new details
