1. General Information
  2. Existing Orders
  3. Returns / Exchanges

 

General Information

What’s happening? 

The Canada Post service disruption is now over, but due to backlogs, some orders may be delayed. We’re regularly updating the delivery date estimates on our product detail pages to reflect any impact from the recent Canada Post service disruption and backlogs. For the latest information on Canada Post’s service backlogs, please see Canada Post’s website.

How do I get my orders in time for the holidays?

To bring it home today and avoid any potential delays from Canada Post’s service backlogs, you can skip shipping altogether! Reserve and Pick Up is a fast, easy way to get our most popular products from our network of over 180 stores. Look for the Reserve In Store button on product detail pages to reserve a product online and pick up and pay for it in store. You can choose the store for pickup, and we’ll email you within 20 minutes (during store hours) to let you know your order is ready for pickup.

We ship many large items like TVs and furniture through Purolator or UPS, so their delivery won’t be affected by Canada Post’s service backlogs. We also schedule the delivery of some large items like major appliances, so you’ll know when to expect your order.

Will the Canada Post service backlogs affect my delivery date?

We’re regularly updating the delivery date estimates on our product detail pages to reflect any impacts from Canada Post’s service backlogs. While we’re doing our best to make our delivery date estimates as accurate as possible, some items shipped via Canada Post may be delayed. Large items that normally ship via Purolator or UPS will continue to be delivered as usual.

Bring it home today. Take advantage of our Reserve & Pick Up option on thousands of products. Simply reserve the product online and pick up and pay for it at your local Best Buy Store.

Will there be increased shipping costs for larger items shipped via Purolator or UPS?

No, delivery is still free for orders $35 or more (except for items that require Scheduled Delivery or items delivered to remote locations, as per our usual policy). All shipping fees are calculated at checkout, so if there are no shipping fees shown at checkout, there are no shipping fees.

Why are you still shipping orders through Canada Post?

Due to the recent Canada Post service disruption and resulting backlogs, most other shipping carriers are currently at capacity. As Canada Post works through their backlogs, we’ll continue to explore other shipping options and adjust as necessary. Many large items like TVs and furniture are shipped through Purolator or UPS, so their delivery won’t be affected by Canada Post’s service backlogs. Scheduled Delivery items like major appliances won’t be affected either.

Existing Orders

I have an item on the way. When will it be delivered to me?

If you have an order being shipped by Canada Post, the expected delivery date may no longer be accurate. We’re regularly updating the delivery date estimates on our product detail pages to reflect any impacts from Canada Post’s service backlogs. While we’re doing our best to make our delivery date estimates as accurate as possible, some items shipped via Canada Post may be delayed. You can access your order details on BestBuy.ca, but for the most up-to-date information, please track your order on Canada Post’s website.

The delivery date that was communicated to me has passed and I haven’t received my package yet. What should I do?

Because of Canada Post’s service backlogs, the delivery date for orders shipped via Canada Post may no longer be accurate. We’re regularly updating the delivery date estimates on our product detail pages to reflect any impacts from Canada Post’s service backlogs, but some customers may experience delays. We’re sorry for the delay and appreciate your patience. Please track your order on Canada Post’s website to find out where it is.

How will pre-orders ship out?

Because pre-orders are shipped by Canada Post, their delivery may be delayed as Canada Post works through their backlogs. We’re sorry if your pre-order doesn’t arrive on its originally scheduled date.

If you’d like to cancel your pre-order, go to the Check Order Status page to find your order. If your pre-order hasn’t been shipped, you can click on the order and cancel it in the Order Details page.

How do I cancel my order?

Because we’re trying to get items to you as fast as possible, there’s a limited window to cancel your order. On our desktop site, check your order status for a cancel link and if it’s not there, your order is already being processed by our team and we’re unable to cancel it.

Once you receive the item you’re welcome to return it in-store or by mail. To check that your item can be returned and for more information on the return process, please see our return policy.

What if I get a phone call about my order from someone claiming to be Best Buy?

For privacy reasons, Best Buy will not contact customers over the phone about their order. If someone calls you claiming to be Best Buy and asks for your personal information, please hang up and contact Customer Service at 1-866-BEST-BUY (1-866-237-8289).

Returns / Exchanges

I want to return or exchange an item I bought. What do I do?

We’re happy to accept returns and exchanges according to our Returns and Exchanges Policy. For items ordered after Nov. 2, we’ll gladly give you a refund or exchange on your purchases until Jan. 6, 2019, OR 14-30 days from the delivery date, whichever is longer. For full details about our extended holiday return policy, please see our Returns and Exchanges Policy.

To return items in-store, head to your nearest Best Buy store. If there isn’t a Best Buy store near you, please contact Customer Service at 1-866-BEST-BUY (1-866-237-8289).

I have a question that’s not answered here. Who do I contact?

Please contact Customer Service through our Contact Us form or 1-866-BEST-BUY (1-866-237-8289).