Please click on a topic below for answers to many frequently asked questions. If you can't find the answer to your question, please contact Hiretel 's 24 Hour Support Center at support@hiretel.com or +1 514 762 4248.

General
Ordering
Billing
Delivery
Returns
Terms and Condiltions

General

Why should I rent a mobile phone?
Because you can be in touch from the very moment you arrive in a foreign country. You can be located and receive calls any time. A mobile phone is a useful tool in emergency and unexpected situations in an unfamiliar country. Your relatives, friends and people in your company can know your mobile phone number in advance.
Hiretel is represented around the world with offices in Canada , Madrid, Miami, San Pablo and Buenos Aires.

Why is it more convenient renting a phone than taking my own?
With a Hiretel mobile phone you can be sure that your phone will work and that you will always stay in touch because you won’t have any trouble with roaming activation and you will be given a local phone number.

Does a phone from Canada work in Europe?
No, it doesn’t. In Europe, GSM technology is used instead.

What is G.S.M.?
GSM stands for Global System for Mobiles. It is a cellular phone system that is at work in Europe as well as in Africa, Asia and Oceania.

Why is it better to rent a Hiretel phone when visiting Canada or the United States?
Because you can have it delivered and you can return it at the airport or Hotel, because you won’t have any coverage problems and because you can always contact our 24-hour Customer Service hotline to answer all your questions.

Ordering

To place an order is easy with Hiretel.

1. Select the country you are going to from the options in the drop-down list on top of the rental plan or in the international service section in the homepage and you will be directed to the respective webpage.
2. Select the rate plan that best suits your needs. Please, click the corresponding button just below the rate plan explanation. You will be directed to the Reservation Form page. Also, you can download it to your PC.
3. Print our reservation form already coded according to the rate plan selected. Fill out the Reservation Form not forgetting to mention the delivery address, credit card billing address (important) and the period of rental.
4. Sign and fax the Reservation Form, along with a copy of your credit card and valid picture ID (driver license or passport) to the number indicated in our Reservation Form.
5. After receiving and processing your reservation, you will be contacted via e-mail with your confirmation number and assigned telephone number.

RESERVATIONS WITHOUT COPY OF CREDIT CARD AND PICTURE ID WILL NOT BE CONFIRMED.

Billing

When will I receive my invoice?
Rentals are billed starting the day you need your phone. You pay for an initial rental period, and then pay a lesser amount for additional time following. Airtime used will be billed when the cellular is returned for the total airtime used as shown in the meter usage. Airtime minutes used while calling voicemail are billed at standard airtime rates. All airtime is billed in full minute increments. An invoice will be produced within 2 business days of the close of the Rental Agreement. Please allow an additional 2-4 days for the invoice to be mailed to the invoice address as specified on your Rental Agreement. The first invoice may or may not reflect all calls made. Due to varying service level agreements with different wireless carriers, some call charges may take up to 60 days to be billed and will appear on subsequent invoices.

What is an authorization?
An authorization is a “hold” or “freeze” of funds against your credit card’s available account balance. It is similar to when a bank places a “hold” on a check you want to cash. Once the authorization is released, the funds are then available to be used. If an authorization on your card should be declined, Hiretel would require a deposit. Authorizations are automatically released when your credit card is charged at the end of your rental period.

What is a deposit?
A deposit is an actual charge taken from your credit card account. If Hiretel takes a deposit from your account, the money will be held until all call records are received and billed to your credit card. When your final Hiretel invoice is produced, your credit card will be refunded or charged accordingly.

Delivery

How is equipment delivered?
For orders placed before 3 pm EST Monday to Friday, Hiretel can ship next business day to anywhere in North America, (some exceptions may apply). Orders placed after 3 pm EST, but before 4 pm EST Monday to Friday for next day delivery and orders for Saturday delivery are subject to a rush shipping charge. Hiretel is subject to shipping conditions and standards of our courier companies.
When your order has been processed and shipped, you will be sent an e-mail confirmation to the e-mail address indicated in your account.
Unless otherwise indicated, deliveries will arrive before 5:00 pm on the Required Date specified on your order.
Hiretel is not responsible for incorrect addresses, phone numbers, and insufficient delivery information placed on the initial order. Packages missing any required delivery information will be returned to Hiretel.

Is overnight priority delivery available?
Yes, priority overnight delivery is available for an additional charge. For priority overnight delivery charges, please refer to the rental plan pricing.

Is Saturday delivery available?
Saturday delivery is available for an additional charge to most US and Canada’s destinations. For Saturday delivery charges, please refer to the rental plan pricing

Returns

How is equipment returned?
For clients receiving their equipment in the United States or Canada, Hiretel includes a Welcome Kit, which contains a return waybill and shipping bag. To return your rental kit, follow the directions on the reverse of the return kit and place your rental equipment inside the Airborne or Purolator shipping bag. Attach the waybill to the outside of the bag and call the appropriate courier to pick up or drop package off at any location:

Airborne
1-800-AIRBORN (1-800-247-2676)
www.airborne.com

Purolator
1-888-SHIP-123 (1-888-744-7123)
www.purolator.com

Important Notes: Remember to retain a copy of the waybill (shipper's copy) for proof of equipment return.

The courier return kit is for use within the USA/Canada only. Please contact customer support care for instructions on how to return your rental equipment from other countries.

Is there a charge for delivery and collection?
For applicable charges, please refer to the rental plan pricing.

Can my rental be delivered to an airport?
Due to security reasons, Hiretel cannot deliver to airports, except at Dorval Airport at Montreal. However, in many cases, Hiretel can deliver your rental to your hotel or office in the city you are visiting.

Can I leave the return package with the concierge of the hotel?
If you are staying at a hotel in the US or Canada, you can leave the package with the concierge of your hotel. Please, note that when you leave the equipment with the hotel concierge, you retain responsibility for the rental until the courier scans the package.