Shopping FAQ

What do I do if I forgot my password?

How can I manage my account?

What payment methods can I use?

We accept Visa^®, MasterCard^®, PayPal, Google Pay and Apple Pay. Debit/bank cards featuring the Visa^® or Mastercard^® logos or prepaid gift cards featuring logos for Visa^® and Mastercard^® can also be used for payment. Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.

What is my order status?

Your order status tells you where in the process your order is (e.g., awaiting fulfillment, shipped). View your order status

Can I place an order without a credit card?

Yes, you can pay for an order with PayPal or with a debit/bank card that features the Visa^® or Mastercard^® logo. You can also use a prepaid gift card that features one of the following logos: Visa^® or Mastercard^®.

Can I purchase more than 10 of the same item at once?

Yes, but you must contact Nikon Store Support at [email protected] or 1-877-695-9910 from 8:45 a.m. to 4:45 p.m. EST, Monday through Friday (closed certain holidays) to place the order.

What address should I enter in the billing information screen?

For credit card verification, you must enter the address exactly as it appears on your credit card statement. (When entering the name that appears on your credit card, you can omit the middle name or initial.)

When will my credit card/PayPal account be charged?

All orders are charged at the time the order is placed.

How will the charge(s) show up on my statement?

The charge for your order will appear on your statement as “Nikon Canada Inc.”

Why is my credit card being rejected?

There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card computer, either on our end or your bank’s end, may have encountered a machine error. If you do have problems, you can contact Nikon Store Support at [email protected] or 1-877-695-9910 from 8:45 a.m. to 4:45 p.m. EST, Monday through Friday (closed certain holidays). Please provide them with any error message numbers you may have received.

How do I pay sales tax?

Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.

Can I make a Tax Exempt purchase?

If you have Tax Exempt status, you must first make your purchase paying the full amount, including the tax, and then contact Nikon Store Support at [email protected] or 1-877-695-9910 from 8:45 a.m. to 4:45 p.m. EST, Monday through Friday (closed certain holidays) to request a refund of the tax amount. Please have the applicable tax exemption certificate available to email or fax to us.

How do I get a copy of my order summary?

You can print a copy of your order summary on the last step of the checkout process; additionally, a copy will be emailed to you after you place your order. You also can view the status of your order along with a summary on the order status page. View your order status

How do I start a new order?

For your convenience, we try to save items you added to your cart. You may no longer want these items or would like to save them for a purchase at a later time. To remove an item from your cart, simply click the Remove link.

Can I place an order by phone?

Absolutely! You can place an order by calling Nikon Store Support at [email protected] or 1-877-695-9910 from 8:45 a.m. to 4:45 p.m. EST, Monday through Friday (closed certain holidays).

How do I redeem a promotional code?

If you have a promotional code, you can enter it at time of checkout (above your order summary).

What does it mean when an item is out of stock?

In some cases, we are unable to stock enough items to fill all orders; when stock status is low we will not take orders for products that we cannot deliver. The items may be available through local dealers. For your convenience Nikon provides a Where To Buy link on all product pages.

Does Nikon have a price match policy?

No. At this time, Nikon does not have a price match policy.

Can I cancel an order that I placed?

Yes, you can cancel an order within the first 30 minutes after placing the order by contacting Nikon Store Support at [email protected] or 1-877-695-9910 from 8:45 a.m. to 4:45 p.m. EST, Monday through Friday (closed certain holidays). If the 30 minutes have passed, you will need to await delivery of the item(s). Once the item(s) have been delivered, you will need to submit a Return Request. See return instructions.

Are there any items that cannot be returned?

Some items cannot be returned. This includes downloadable software, logo items and apparel. All sales on these items are final. Most items purchased from Nikon include a limited warranty. Read more about Nikon’s warranty

How will Nikon know where and how to send my order?

During the checkout process, you will enter a shipping address and choose a shipping method. At this time we cannot accept PO Boxes for a shipping address.

How can I track my order?

We will send an email with your tracking number(s) when your order ships. You also can check the status of your order (and find tracking numbers for any items that have shipped) on your order status page. View your order status page

An item is missing from the box.

If you purchased an item that has accessories and one or more of those accessories are missing from the box when you open it, contact Nikon Store Support at [email protected] or 1-877-695-9910 from 8:45 a.m. to 4:45 p.m. EST, Monday through Friday (closed certain holidays).

An item is missing from my order.

Some items may ship separately. Check your order summary or the packing slip to see which items were shipped in this parcel.

My order is missing.

If you have checked the status of your order (tracking number) on the Purolator website and it says the order was delivered but you don’t have it, check with other members of your household or business to see if someone else accepted the order. Look around your front door area to see if the delivery driver left the package safely out of sight. Ask your neighbours if they mistakingly received the package. Products from the Nikon Store will be labeled as originating from Mississauga, ON L5R 4A2.

Purolator attempted to deliver my order but I was not home. Can I pick it up at the Purolator depot?

If you place an order and a signature is required, it must be delivered to the shipping address used when the order was placed. If Purolator attempts to deliver a package and no one is there to sign for it, Purolator may re-attempt delivery on a subsequent business day or provide instructions to pickup your delivery at a Purolator depot.

My order was not delivered.

If Purolator cannot deliver the package, it will be returned to us as undeliverable. These orders cannot be reshipped, and you will be issued a refund. If you would still like to purchase the items that were undeliverable, please place a new order.

What warranties exist for Nikon products?

Nikon Canada Inc. offers industry leading warranty coverage on new and recertified Nikon cameras, lenses, Speedlights and accessories when purchased through the Nikon Store or an authorized Nikon Canada reseller. Consumers enjoy added confidence knowing their investment is protected. Read more about Nikon’s Warranty.

How do I purchase downloadable software?

Most of Nikon’s Imaging Software is available as Free Trial versions. For the full version of certain products, you must purchase a Software Product Key, which will “unlock” the Free Trial Version. You can purchase a Software Product Key by clicking Add to Cart on the product page and checking out. Once your transaction is complete, your Software Product Key will be delivered by email.

You can download the Free Trial version of most software by clicking the Download or Free Trial link on the product detail page or by visiting our Software Download page.

Where should I save the download file?

You can save the download file anywhere you like, but you should remember that location or the name of the downloaded file. Most people find it easiest to save their download files onto their desktop.

What will happen when I download?

Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

What should I do after I download?

When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

What if the download stops before it completes?

If your download stops or is interrupted before it completes, simply click the Download (or Free Trial) link again and the download should resume where it left off.

I finished downloading my purchase. Where was the file saved?

The file was saved in the default “Save As” location specified by your browser, or the location you selected in the “Save As” window that appeared when the download began. If you know the name of the download file, you can search for the file on your computer.

How can I re-download software that I have already purchased?

Current versions of all Nikon software can be found here: Nikon Software Download Page.

How do I get a physical version of my downloaded product?

Unfortunately, we cannot exchange a downloaded product for a physical version of the same product. To obtain a physical product you must place a new order for the physical product.

How do I get my Software Product Key to unlock my software?

Your Software Product Key will be delivered in an email after you purchase it. The sender will be Nikon Store Canada.

What do I do if my Software Product Key is not working?

First, make sure you are entering the code correctly. Please note that Software Product Keys are usually case-sensitive.

If you have more questions or need help with your download, please contact Technical Support.

What are Grey Market products?

Nikon products that are imported and sold by anyone other than Nikon Canada Inc. are considered Grey Market products. These usually are genuine Nikon products that were intended for other Nikon markets; therefore, they may not meet Nikon’s specifications for Canadian products and they may not perform as expected. Learn more about Grey Market products.