BJ Photo
Zone Image
Waterloo, Ontario store open 10am - 5pm Monday to Friday, and Saturday. . Call 519-886-6630 or email us, for any questions.

Support Centre

starting with Contact Info

  • 468 Phillip Street
  • 519-886-6630
  • 1-800-263-1434
  • Open 10am-5pm Monday - Saturday

Contact and Location

Support Centre


This Support Centre provides information regarding Return and Privacy Policies, Security, Gift Cards/Certificates, Shipping, Quantity and Special Orders, and other essential information. For store location, see the contact page, or visit our inquiry service page page for prompt processing of product and order inquiries. For general information about BJ Photo, see the about page.

Privacy Policy

BJ Photo Labs Limited will exercise commercially reasonable efforts to ensure that personal information remains confidential and available only to BJ Photo Labs Limited. According to our policies, we do not store full credit card information - except for the case of renting equipment where an imprint of the credit card is taken in our store for backup. All credit card transactions occur through our payment processing bank using a secure (encrypted and authenticated) SSL channel, and the minimum data stored is strongly encrypted in our professional database. Also, except as may be otherwise required by law, we do not release any personal information. Information we do collect may be used to monitor website usage and demographic information. All information is used solely to improve BJ Photo Labs and security, services, and advertising.

BJ Photo Labs Limited and employ the latest database and web development technology and security, including dedicated VPN access, Robust Hardware Firewall, Antivirus Monitors, and the latest SSL Security. All customer names and passwords are stored in our database using strong encryption and all database information also communicated through an encrypted and authenticated channel.

  • Our payment processing bank processes all credit card transactions in real-time through an strong encrypted and authenticated SSL channel, and is the largest payment processor in Canada.
  • We do not store full credit card information (only the basic card number which is required for order verification). Therefore, the 3-4 digit card CVD pin or any other information is not stored.
  • Our server is hosted in a secure data centre.
Items qualify for a store credit (less full shipping defined in R.6), if the following are satisfied. Without exception, returns are processed at the full discretion of BJ Photo Labs Limited. 

R.0 All claims should be made within 12 days of the original purchase transaction.

R.1 Products and associated packaging, accessories, and documentation, including warranty cards should be in unopened and "resellable as new" condition and free from any marks or signs of use to qualify for a full refund (less full shipping value, as defined in R.6).

BJ Photo does not accept returns for consumables and product categories listed in R.3. Also, the return will be processed on condition that the original shipment is not refused by the customer.

R.2 The return is subject to full inspection by BJ Photo. Items which have even minor signs of use or items with altered warranty cards, documentation, or opened/ripped inner packaging will be assessed by BJ Photo. In this case, the return may be refused, or an open-box fee ( minimum 10% ) may be applied at BJ Photo Labs Limited's full discretion.

R.3 The following product categories do not qualify for return:
  • Consumables including film, memory cards, recordable media, batteries, video tapes, paper, ink
  • Printers, including inkjet and dye sublimation printers
  • Portable audio devices
  • Opened software
  • If the item is communicated to you as being SPECIAL ORDER prior to purchase.
R.4 Packaging should be inspected by the customer upon receipt and any signs of external damage should be reported to the carrier. For information about reporting damaged goods, missing items, and related issues with the carrier, see the Shipment Section.

R.5 Please call us at 519-886-6630 (Ontario, Canada) for a return inspection number. The return inspection number enables the processing of your return shipment (subject to condions R.0 to R.7). Any returned packages should be freight prepaid , and addressed to BJ Photo with the return inspection number as shown below:

  BJ Photo Labs Limited
  Return Inspection #
<enter number>
  468 Phillip Street
  Waterloo, Ontario, Canada
  N2L 5J2

R.6 For online orders, your receipt displays the full and discounted shipping cost (which, in many cases is close to $0). The full shipping cost is be deducted from the refund amount.

R.7 For products with minor or major non-functionalities or DOA (Defect On Arrival), we can provide replacement products within 20 days of receipt for Nikon, Canon, and Panasonic equipment ( subject to our confirmation of the defect ). For other brands, the replacement or repair procedure is in accordance to the particular manufacturer's terms.
Most Canadian shipments are sent using CanadaPost. For most orders we also offer the option for Fedex Priority overnight service.

Service Times for IN STOCK Items
IN STOCK items are usually processed for delivery and shipped out within 1 business day. Delivery time is estimated at 1-2 business days within Waterloo Region (Ontario), 1-5 business days to major Canadian centres, and 2-9 business days to non-major centres. Expedited service times/standards do not include weekends and statutory holidays. Photo Labs Limited shall be under no liability for any delay or failure to deliver within estimated timescales.

Future Delivery (Pre-order or special order) items
A few items are listed on as pre-order, special order, or 3-10 day estimated delivery. These are items for which we are accepting orders, but they are not in stock, and/or we are awaiting deliveries from our suppliers. BJ Photo Labs Limited shall be under no liability for any delay or failure to deliver within estimated timescales.

In this case, we will either communicate the Shipping terms explicitly (by email or phone), provide an estimated shipping time (3-7 days, for example) in the products availability description, or an estimated release date (January 2009, for example) for pre-order items.

In any case of future delivery, your card is not charged until the item is shipped. However, a pre-payment authorization is performed. Ensure that your card does not expire before the approximate date of shipment to avoid delays.

Shipping prices are calculated automatically based on Canada Post rate tables and the destination address. Shipping is then discounted based on the product type and cost. In many cases this results in a shipping cost of $0 or near $0, even for lower priced accessory items.

Our shopping cart displays shipping costs (normal and discounted) if you enter your postal code or login to your account.

Goods Damaged during Shipment
If an item is damaged on arrival, inform the courier immediately, if possible. If your shipment includes a picture of the package contents, please ensure that all items in the picture exist in your package and also consult the product documentation.

To initiate a Canada Post claim, the Customer can contact the Canada Post Customer Relationship Network at 1 888 550-6333 or 1 800 267-1177 or by email at For detailed information, see Canada Post's general terms and conditions at

International Shipments
Currently, shipping costs cannot be calcuated automatically for international shipments, for which an automated shipment inquiry can be sent via the BJ Photo Inquiry Service.
Special pricing may be available for quantity orders, or orders involving a number of accessories.

If you would like a quotation, send us an inquiry using the BJ Photo Inquiry Service or email the inquiry to

You can also call customer service at 1-800-263-1434 (Ontario, Canada) or 1-519-886-6630.
We will do our best to fulfill backordered waiting lists, special orders, and limited stock orders in a reasonable time frame. We will advise you as soon as we receive an expected date of delivery. If you are not agreeable to the delivery time frame, we can cancel the order with the manufacturer/supplier and we will refund your full value for the particular item.

If the limited availability item is part of a partial shipment, items already shipped are treated independantly in our Return Policy.

On a case by case basis, we may, at our full discretion, arrange for a special discount for a comparable item which is available and/or in stock, or a free coupon towards similar value purchase.
Click here for Terms and Conditions

If you have any inquries, you can use our BJ Photo Inquiry Service.

For general contact and location information, see the BJ Photo Contact Page .