Help Centre

Most Popular Questions



Return/Refund Policy
If you are not completely satisfied with your purchase, return it within 30 days (computers, laptops, tablets, eReaders, smart/cell phones and unopened drones within 14 days) in saleable condition in its original packaging (including UPC code, manual, parts and your receipt or packing slip) for a full refund or replacement. The tender will be made to the same tender as the purchase. Debit and credit card refunds will only be processed to the same card number used for the original purchase. Items purchased by cheque and returned within 14 days of purchase may be returned for a store credit only. For computer returns, store management may require a 24-hour inspection period prior to processing the refund. Items that may contain personal information (computers, laptops, tablets and other technology products with memory) are to be returned to a Staples retail store only. Personal information is to be removed from any item before returning it to the store.

If you are returning an iPhone/iPad/iPod purchased after September 20th, 2013 or that has had the software updated after September 18th, 2013, you will need to turn off the “activation lock” feature before returning the device. Personal information is to be removed from any item before returning it to the store.

If you do not have a receipt, you may exchange the product or you will be issued a store credit provided that the purchase can be verified. The store credit will be the lowest retail price of the item over the last 90 days. In the absence of proof of purchase, identification may be required.

Software, Movies and Music Return Policy
Unopened boxed software, movies and music that we currently sell may be returned for a full refund within 30 days. Open or Electronic downloadable software, movies and musicis not returnable or refundable.

If you ordered through our Web site, you can arrange to have us pick up your return—just call 877-360-8500. You can also return items to your local store with your packing slip. Delivery purchases that may contain personal information are to be returned to a store. If you are unable to go to a store, we also offer convenient online returns, simply visit our Contact Us page.

Holiday Returns Made Easy
For your convenience, any gift item purchased between November 1 and December 24, 2018 qualifies for our extended holiday return policy.

Computer and/or laptop purchases can be exchanged or returned until January 6, 2019 or for 14 days from the date of purchase, whichever is longer.

All other purchases can be exchanged or returned until January 6, 2019 or for 30 days from the date of purchase, whichever is longer.

All other return conditions still apply.

Ask for complete details at Customer Service

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Where can I find product information not listed on

Feel free to send us an email, or call us at 877-360-8500.

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Do you sell other products not listed on

Yes, we do, and our Staples Product Concierge team can help. We’ll track down the item for you; just tell us a little bit about what you want, and we'll do our best to find it for you. There's no obligation to buy.

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Does Staples have a Price Match guarantee?

Yes we do. If you find a lower advertised price on an in-stock, new identical item from an Authorized Canadian dealer, now or within 14 days of your purchase, just show us the price and we will match it.

If our competitor has a bonus offer with an item that we carry, we will match the competitor’s price and provide the identical bonus item where possible. If our competitor offers a free gift card with an item that we carry, we will match the competitor’s price and provide the same valued gift card. We do not match tender, such as gift card discounts, with our competitors.

For online and delivered purchases, the competitor must have the item in stock on its Web site and next-day shipping and handling fees will be added to the competitor’s price to make a fair comparison against our price. If no shipping and handling charges are readily available in the advertisement, a flat fee of $4.99 will be added to the competitor’s price. Additional shipping charges apply to some towns in Canada. Our Store Managers and Call Centres can help you determine these costs.

An identical item is a product with the same manufacturer and model number. An Authorized Canadian dealer is a retailer that the Canadian manufacturer willingly sells to (typically, unauthorized dealers do not offer legal Canadian warranties and/or packaging). The Price Match Guarantee does not apply to refurbished items or demos.

An advertisement is defined as a copy of a current Canadian dated advertisement, original register receipt, catalogue page or competitor Web page.

From time to time, online and in-store prices might temporarily not match due to printing press deadlines. If this happens, you will get the lowest price of the two.

We reserve the right to limit quantities sold to an individual customer and we are not able to supply businesses looking to resell product to the end consumer. The Price Match Guarantee does not apply to competitors’ or Staples® advertising that states “limited quantities,” “clearance,” “close-outs,” “bankruptcies” or special events (e.g., Boxing Week, Black Friday). We do not match typographical errors in competitors’ advertisements. OEM, Government and Educational prices may be excluded. Prices do not include applicable taxes and/or eco-fees. We reserve the right to modify the terms of our Price Match Guarantee from time to time.

When placing an order online, price match is available by calling 877-360-8500. For an in-store price match, please see an associate at our customer service desk at your local Staples retail store. This policy is subject to change without notice.

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How do I check the status of my order?

After you place an order and it’s been processed for delivery, you’ll receive a confirmation email. The confirmation will contain the expected delivery date, your shipping address, your order number and any other changes to your order.

Use the order number to check your most current order status. Click on "My Orders" from the My Account drop-down menu and type in your order number and postal code. If we need your help to resolve any problems with your order, we’ll contact you by phone. If we can't reach you right away, we’ll contact you by email.

Keep in mind, the Order Status information for orders, catalogue orders and Staples Shipping Centre Orders does not necessarily represent the final order—especially if any changes were made due to product availability, credit card authorization, tax or coupons.

This information should be used only for your own reference. It cannot be used for tax or billing purposes.

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What happens if there is a problem with my order?

If there are any issues with your order, you’ll be contacted by a Customer Service Representative.

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What if I forget my password?

Just click here and we’ll send you an email so you can reset your password immediately.

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Can I change or cancel an order?

Once your order has been placed it is immediately transmitted to our warehouse for processing so we can deliver it as quickly as possible. Please accept your order and contact customer service to process a return hassle free. Alternatively, you can also return your order to any Staples store location across Canada.

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I won't be available to accept my delivery. What do I do?

If you’ve already placed an order with us, please call us at 877-360-8500 right away. We may be able to reschedule your order for a different delivery day that’s more convenient for you.

If you’d like the driver to leave your products (on the front steps, for example), you’ll need to fill out the Driver Release Agreement. Please print and fill out this form completely. As the driver must take the signed original, leave it in a location that is both visible and accessible to the driver.

If more than one order is being delivered, we require a separate Driver Release Agreement be completed for each.

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How do I redeem a coupon on

You can add coupons to your cart at any time. Here’s how:

  1. Click on your cart in the top right-hand corner
  2. Click the "Add/Edit Coupons" button at the bottom of the page
  3. Enter your coupon code and click "Add Coupon"
  4. Click "Back to my order" to return to your cart

Free Gift Coupons redemption instructions:

  1. Add items totalling the coupon's minimum purchase requirement to your cart
  2. Add the free gift to your cart (refer to the free gift's item number to locate it using search)
  3. Click on your cart in the top right hand corner
  4. Click the "Add/Edit Coupons" button at the bottom of the page
  5. Enter your coupon code and click "Add Coupon"
  6. Click "Back to my order" to return to your cart

Important Restrictions:

  • Coupons are not transferable
  • Coupons may only be used once and cannot be used on subsequent orders
  • Coupon must be submitted at time of order
  • Please observe the coupon limits. Minimum purchase requirement for Dollars off/Air Miles/Free item must be met with purchases to which no other coupon or instant savings offer applies
  • Only one Dollars off/Air Miles/Free item coupon per purchase (see definition below)
  • "Product specific" coupons may be combined with other coupons as long as the purchase requirement of each coupon is met independently (see definition below)
  • Not valid on Bose® products, services, business service provider or custom-printing service provider web sites, gift cards, dining/activities/getaway packages, phone cards, or postage stamps
  • Tax and delivery are not included in calculating minimum purchase requirement
  • Staples does not accept competitor, manufacturer or any other third-party coupons
  • Void where prohibited
  • No cash or credit back
  • Expired coupons are not valid
  • Coupons are not valid on previous purchases
  • Not all coupons can be used in the store, through the catalogue or on Please see coupons for details
  • We reserve the right to charge credit cards for the amount of the coupon


  • "Dollars off" coupons provide a general discount on your order total
  • "Product specific" coupons provide a discount on a specific product reserves the right to reject orders that use a coupon code that was obtained from a bulletin board or other Internet site. also reserves the right to reject orders that use a coupon code that was transferred from a direct mail recipient or that are in violation of any coupon restriction listed above. If our system doesn’t accept your coupon code and you believe you hold a valid coupon, please call us at 877-360-8500.

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Why do I have to pay a delivery fee if my order is under $45 and being shipped to the store?

The Staples retail stores are available to accept your order if you’re unable to be at your own address between the delivery hours of 9:00 am and 5:00 pm to receive and sign for your order. Orders made on and on the phone are shipped from our distribution centres to the delivery location (including being shipped to a Staples retail store), so the same costs and requirements are in place for all of these orders. Since a shipment is being made from the distribution centre to the store, we still require a $45 minimum purchase (before tax) to have this shipment done for free.

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What's new about

We’ve made faster and even easier to use. Web pages now load more rapidly, and a more streamlined design makes placing your order stress free. The site navigation has moved from the left side of the screen to the top, and has been reorganized. Whether you’re looking for Products, Technology or Services, you’ll find everything there, along with your favourite features—including Order by Item and Easy Reorder.

In addition, now you can:

  • Shop by industry. Whether you’re a retail business owner, educator or health care provider, or you work in other areas, you’ll be able to find and easily order the products you use the most.
  • Get even more help online. If you have questions, we have answers. Our newly expanded Help Centre offers even more of the support you need.

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How do I get a receipt for my online purchase?

Once you order is shipped out, you will receive a shipment email which will include a copy of the receipt. Since shipments can go out on different days, and emails are sent when each shipment is sent for delivery, you may receive multiple emails on different days. Each receipt will correspond to an individual charge on your method of payment for easy reconciliation.

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