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Frequently Asked Questions

Placing Online Orders

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  • Do You Sell All Currencies?

    We sell over 60 currencies online but not all currencies are available from Travelex.

  • Can I Choose The Denominations I Want To Receive?

    We’re sorry but at the moment you can’t choose. However, we’ll do our best to give you a range of denominations and if you're picking up at one of our stores please feel free to ask for the denominations you need.

  • Do You Charge A Service Fee Or Commission?

    No, we only charge you the rate you see for your selected currency. There are no additional fees other than shipping.

  • Do You Charge A Service Fee Or Commission?

    No, we only charge you the rate you see for your selected currency. There are no additional fees other than shipping.

  • Can I Get Online Rates In a Travelex Store?

    No, online and store rates differ. We offer our best rates online with store pickup from many Travelex locations.

  • How Can I Pay For My Currency?

    We accept MasterCard and Visa, and you can pay with either your debit or credit card. Please note that if you use your credit card, your card issuer may apply separate charges such as Cash Advance fees to your order. Please contact your card issuer directly to ask about Cash Advance fees before placing your order.

  • What’s The Minimum Amount Of Currency I Can Order?

    The minimum order required is $250. If you need to exchange less than $250, please visit one of our store locations.

Security and Privacy

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  • Is The Travelex Website Secure?

    The Travelex website employs the latest 128-bit encryption technology to ensure that any information submitted through the website is secure. Our site has been certified by Norton Secured, and we are accredited by the Better Business Bureau.

  • Why Do You Ask For So Much Information Like Date Of Birth And Social Security Number?

    We understand that you’re not used to being asked for this information when ordering over the internet. Because we deal with money, we’re subject to rules and regulations similar to banks. We’re required by federal law to collect this information to prevent possible money laundering, funding of terrorism, and fraud. Don’t worry, your information is kept strictly confidential and is protected with our 128-bit SSL encryption software.

  • How Does Travelex Handle My Personal Information?

    We will only disclose personal information to other Travelex group companies or third parties for everyday business purposes, such as: processing your transactions, maintaining your account(s), reporting to credit bureaus, or offering our products and services to you. Please note that these disclosures are not subject to an opt out choice, as such disclosures are required to run our everyday business. All personal information you provide when using the website is handled in accordance with our privacy policy.

  • How Can I See What Information You Collect?

    The information we collect and how it is used is shown in our privacy policy.

  • How Will You Use My Personal Data?

    Your personal data will be used to process your order – this may include identification and security checks. You can also choose to allow us to use your information to keep you up-to-date with information about future Travelex deals and offers.

  • How Can I Opt-Out Of Marketing From Travelex?

    You can opt out of marketing communication when you place an order or by using the unsubscribe link in any emails we may send you.

  • Will My Data Be Shared With Other Companies For Marketing Purposes?

    No, your personal data won’t be shared with third parties for marketing purposes.

Order Delivery Options

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  • What stores can I pickup currency from?

    When you go through the checkout process you will be given a list of eligible stores where you can pick up your currency. Orders must be confirmed before 10:30 AM to ensure the order will be available for collection the next day, if available. Orders for pickup can also be placed up to 21 days in advance.

  • Can I order online and pay in store when I pickup?

    No, if you order online you’ll need to pay online. If you prefer to pay in store, you can go straight to a store location. In order to secure our online rates, you’ll need to purchase online using a Visa or MasterCard.

  • What delivery options do you offer?

    Orders can be placed up to 21 days in advance through the following options:

    Standard delivery - Delivery before 7 PM, Monday through Friday. Delivery usually takes 2 working days or more.

  • How are packages delivered?

    Our shipments come via FedEx or Canada Post, depending on where we're delivering.

  • Do I have to sign for my package?

    A signature is required for packages that contain cash.

  • Can I ship my currency to an address different than my billing address?

    No, all packages must be shipped to the billing address connected to the credit or debit card used for the transaction. We aren’t able to deliver to PO boxes at this time.

  • What do I do if my order is not delivered on the date I selected?

    Please contact our customer service team immediately, and we'll get the problem fixed as soon as we can.

  • Can I ship my currency to an address outside of the Canada?

    No, all packages must be shipped to the billing address connected to the credit or debit card used for the transaction, and that billing address must be located within Canada. If you live outside Canada, please use the country selector to choose your country of residence.

After Ordering

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  • Will I receive an order confirmation?

    Yes. You’ll receive confirmation by email as soon as we authorize payment on your card.

  • My order was successful. Why haven’t I received a confirmation e-mail?

    If your confirmation email hasn’t arrived after five minutes, please check your junk mail. If you’re unable to find the email, please contact us.

  • How can I ask a question about my order?

    Please call us at (855) 270-0627 or email us at .

  • Why was my order rejected?

    For security reasons, we may be unable to inform you of the specific reason your order was rejected. Please call your bank to ensure that your card information is up-to-date and that you currently have funds available on your card. If you’re using a credit card, your card issuer may consider this transaction a cash advance so it may be necessary for you to speak with them.

    If you’re still unable to order, please call or email us.

  • My order was rejected, why did you take payment?

    If your order was rejected, the funds currently available in your account may have reduced by the value of your attempted order. This means that your card issuer has provided authorization for Travelex to take payment. As Travelex has rejected the order we won’t be taking the funds. However, your card issuer may keep this “ring fence” on your funds for up to ten days. Please call the number on the back of your card for more information.

Cancelling an Order

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  • Can I cancel my order once it has been placed?

    If you’re still unable to order, please call or email us.

Changing an Order

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  • Can I change my order once it has been placed?

    Yes, we understand that travel plans can change, so we will do our best to amend your order. Changes cannot be guaranteed (for example, if the order has already been sent out for delivery). If you need to change your order, please contact our customer service team as soon as you can.

Receipt

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  • Need a receipt for your transaction?

    Please email us with the following information, and we’ll be happy to send you a copy of your receipt.

    • Name
    • Time and date of transaction
    • Currency purchased
    • Method of payment
    • Location of purchase

Selling Your Currency

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  • Can I sell my foreign currency to Travelex?

    Yes! In the vast majority of cases, we’ll buy your foreign currency from you. You can either visit a Travelex Store or you can send your currency to us.

  • Do you purchase all currencies?

    We purchase most major currencies, but unfortunately, we're not able to purchase some foreign currencies.

    At this time, we don't buy Argentinian Pesos (ARS), Cuban Pesos (CUP) or Iraqi Dinar (IQD), along with some other currencies.

    We can purchase Bahamian Dollars (BSD) and Russian Rubles (RUB) only if we sold this currency to you. Please include the receipt for your purchase from Travelex when returning your bills.

    We’re also unable to accept any legacy currencies from the countries now using the euro. If you want to double check which countries are using the euro, visit the European Central Bank.

    If you’re not sure if we accept a currency, please feel free to contact us at 1-855-270-0627 (within Canada) and the email should be: if you need clarification.

  • Do you purchase coins?

    Generally, we don’t purchase coins besides £1 and £2 coins and €1 and €2 coins, which our store locations may be willing to accept. Please contact your nearest store directly for more information on this.

  • Do you purchase old or discontinued currency?

    No, unfortunately we aren’t able to purchase any currency that’s no longer in circulation.

  • How long will it take to get my money?

    Within just five days of receiving your foreign currency banknotes here at Travelex, we’ll mail you a check based on our daily exchange rate for similar transactions. It usually takes between 7-10 days for Fed-Ex and/or Canada Post.