Send an email to the Koodo Web Store at koodo.webstore@koodomobile.com and provide your order number to request for an update.

It’s done over phone so there’s no order number.

That channel is using different system and the webstore didn't have access to it. I believe once they send the phone out they will notify you with a tracking number

I am not sure that's the case.  I haven't received any tracking number, and last time when I got a replacement, they didn't either and an agent here called "Flo" helped me get the tracking number, presumably by looking at my backend file.

Hi ​@FreddyNB, we’ve contacted our team to check if any tracking is available for the replacement phone, we’ll update if we get any information.

Hi ​@FreddyNB 

We see that replacement request has been made and you should have received the email to send back the phone that is not working.

We have sent you a PM with the shipping information for the replacement. Please check your community inbox when you get the chance.

Thank you!

Thank you Flo so much for your help again!