Orders, Payments & Shipping

Orders

What Canadian Provinces and Territories does Cohort serve?
Charter takes orders from and ships to all Canadian Provinces and Territories.

Can Charter and/or Cisco cancel my order?
Yes. Charter and Cisco reserve the right to cancel or revise all orders for any reason. All orders are subject to pricing verification and availability.

Can I cancel my Cisco hardware and attached services and software order?
Yes, you may cancel your order as long as the order has not been released by Cohort Networks to Cisco Distribution and is not within 45 days of shipping. All orders that have been released to Cisco Distribution CAN NOT be cancelled, modified and/or refunded. Please Contact Us if you need to modify its delivery details before it ships.

 

Payments

What currency does Charter use?
Customers visiting the cohort.ca store will have prices displayed in Canadian (CAD) funds.

What payment options does Cohort accept?
Charter accepts Credit Card (American Express, MasterCard, Visa, Discover), Cheque, Bank Draft, Money Order, Electronic Funds Transfer and Lease as valid payment options. For credit card orders Charter will only ship to the billing address on file with the credit card issuer.

I selected Credit Card as my method of payment but my transaction will not go through, what is the likely cause?
In order to prevent fraudulent credit card transactions Cohort requires that the customer name, billing address and postal code customers enter during checkout are the same as the name, billing address and postal code the credit card issuer has on file for the credit card holder. If the name, billing address and postal code entered at checkout do not match the cardholder's information the credit card processor will decline the transaction. If you believe you have entered the correct information during check-out and your transaction is being declined customers should first contact their credit card issuer as their first line of support. Alternatively customers may Contact Us for assistance with their transaction.

I want to lease my Cisco Meraki hardware, licenses and accessories, what are my leasing options?
Charter works with Cisco Capital as our lease provider. If you already have a preferred lease provider Charter will gladly work with them to facilitate your purchase. Please select "Lease" as your payment option at time of checkout and Charter will forward your contact and purchase information to our leasing partners on your behalf so they may contact you to initiate the lease application and adjudication process.

Who do I courier/mail and make cheques and money orders payable to?
Cheques and money orders should be made payable to Charter Telecom Inc. and addressed to:

Charter Telecom Inc.
2614 Sook Road
Victoria, BC, V9B1Y2
Canada

How long do cheques and money orders take to clear?
As per Canadian Payments Association (CPA) regulations cheques and money orders take 7 days to clear once received by Cohort.

What company name will appear on my credit card statement for my order?
The name appearing on your credit card statement for your order will be Cohort Networks Inc.

Who does Cohort use to process on-line credit card payments?
Cohort uses Stripe to process all credit card payments.

Does Cohort keep my credit card information on file?
No. Charter does not keep any credit card information on its systems. All credit card payments are processed by Stripe, therefore, all credit card details are processed by their systems.

Is my on-line transaction secure?
Yes. Charter's on-line store use the latest SSL encryption standards to ensure all transactions are secured.

Shipping

How will my Cisco Meraki order be shipped?
Cisco Meraki ships all orders via UPS and FedEx ground delivery service. You will receive a shipment tracking number from for your order when Cisco Meraki ships your order.

When will my Cisco Meraki order ship?
Cisco Meraki orders usually ship within 1 to 4 business days (sometimes longer) after your order is placed. Most orders shipped by ground delivery service typically arrive within 2 to 7 days after you receive your shipping notification from Cisco Meraki.

Do you offer expedited shipping options in addition to your free (ground) shipping?
Yes, Cisco Meraki hardware orders may be shipped via UPS Express service at an addition cost to you. If you require expedited shipping please select  the UPS Express Shipping option located in the "Shipping" section of the checkout page.

Am I able to track my order once it is shipped by Cisco Meraki?
Yes, once your order has been placed with Cisco Meraki by Cohort you will receive an email from orders@meraki.com to the email address you provided. This e-mail contains your Cisco Meraki Order Number and UPS Tracking Number. Please retain the e-mail for your records.