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Help Centre

Placing & Cancelling Orders

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Is my Staples purchase guaranteed?

If you're not 100% satisfied with your Staples purchase, you can return it for any reason or exchange it for another item.

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Product Availability

When I place an order with Staples.ca, how will I know whether an item is in stock?

Staples.ca will automatically let you know if an item is out of stock when you attempt to add it to your cart. We’ll also recommend alternative products in the event the item is out of stock in your area. In case of an out-of-stock situation, our call centre associates are ready to assist you with selecting an acceptable substitute.

In the rare instance that an item becomes out of stock after you’ve placed an order, we’ll notify you right away.

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What if an item I want to buy is out of stock?

Sorry we’re out of what you’re looking for. But don’t worry, our Product Concierge team is here and ready to assist you with selecting an acceptable substitute. If you’re set on a particular item, know that we’re always restocking our inventory, so check back soon.

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How do I check if an item is available in a Staples retail store?

If an item is available in stores, there will be a link that says, “Check In-Store Availability,” noted with a checkmark on the item’s product information page. Click on that link to check availability at the Staples retail store closest to you.

Please note: Prices in Staples retail stores and on Staples.ca may vary. We will match any difference in price that you notice between our retail stores and online. Availability is not guaranteed and is subject to change.

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Place an Order

Is there a difference between purchasing online versus in a Staples retail store?

We want you to have the same easy shopping experience, whether you’re in one of our stores or browsing our Web site. While we do have a larger catalogue of product offerings online, you can access all of it at one of the kiosks in any of our retail stores.

In addition, prices in Staples stores and on Staples.ca may vary. We will match any difference in price that you notice between our retail stores and online.

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I would prefer to order over the phone. Is there a number I can call?

Yes. Please call us at 877-360-8500 to place your order.

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Are there any options for making a purchase via a mobile device?

In addition to a mobile-friendly version of our Web site (//m.staples.ca), Staples now has a mobile app, available for both the iPhone and devices running the Android operating system. The Staples mobile app lets you redeem coupons and rewards, compare product prices and features, scan a barcode to check product availability, view your order history and update shopping lists.

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I tend to buy the same things. Can I create a list to avoid searching for them every time?

You sure can. If there are items you buy regularly, add them to your Favourites List so you don’t have to search for them every time you go shopping on Staples.ca. To add an item to your Favourites List, find it on the Web site, then click the “Add to Favourites” option below “Add to Cart.” (If you have not yet logged in, you will be asked to do so.)

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Can I place an item on hold without purchasing it?

If you see an item you want, you can add it to your shopping cart without committing to a purchase. This does not put the item on hold, but it ensures you’ll have easy access to it when you go to check out. If you decide you no longer want an item and would like to delete it from your shopping cart, simply click “Remove Item.”

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How do I check what's currently in my shopping cart?

At the top right-hand corner of Staples.ca is an image of a shopping cart. Clicking this will show you what you’ve selected for purchase.

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If the Staples.ca Web site crashes, what happens to my order?

If the Web site crashes while you’re still placing items in your basket, those items should still be in your shopping cart when you return to the site if you’re a registered user or your browser accepts cookies.

If the Web site crashes when you’re authorizing an order, you should return to the site and submit it again. Don’t worry about duplicating your order; our Internet associates check for that. If we have questions about whether or not your order is duplicated, we’ll contact you by phone or email.

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I'm already a Staples Business Advantage® customer. Can I make personal purchases online?

Although you’re more than welcome to make personal purchases at Staples.ca, to receive the benefit of being a Staples Business Advantage customer you should make purchases by your usual means. Staples Business Advantage has several eCommerce solutions available.

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Secure Checkout

What is Secure Checkout?

When personally identifiable information is collected through our Web site, the transmission is encrypted using industry-standard Secure Socket Layer ("SSL") technology. Sensitive information such as credit card numbers or account information is also encrypted for further protection. Staples.ca is a "Secure Site" recognized by VeriSign®, a leading computer network security company.

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How will I know if secure checkout is in use?

Look for the "lock" symbol on your browser that identifies secure checkout. The lock symbol is often found in the bottom right-hand corner of your browser window.

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Why does Staples ask for my Credit Card ID Number?

Your Credit Card ID Number is an additional security feature used by major credit card issuers. Providing your Credit Card ID Number gives the credit card company one more way to confirm that your order is legitimate, and allows them to protect your account against fraud.

Remember, Staples maintains reasonable and appropriate standards to safeguard your Personal Information. We do not save or store your Credit Card ID Number after your order is processed or after you leave the secure checkout area. If you leave the secure checkout area before submitting your order, you will need to reenter your Credit Card ID Number when you complete your checkout.

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My Order

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 Staples.ca 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 if I forget my order number?

Your order number is included in your Order Confirmation email with an automatic link to your Order Status on Staples.ca. When you order by phone, an associate will give you your order number. It’s a good idea to save your Order Confirmation email or write down the number for future reference. If you forget or misplace your order number, you can get it by contacting Customer Service via email or by calling 877-360-8500.

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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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How will I know whether my order has been approved for credit?

When you place your order on the Internet, your credit card is not "billed" until your order is actually shipped from our warehouse. Most orders are approved for credit; if there are any problems, our credit department will attempt to get approval from your credit card provider first, without calling you. Otherwise, the credit department will call you and let you know as soon as possible so you can decide on another method of payment.

If you’ve ordered on Staples.ca in a store and paid at the register, your credit card will be billed immediately.

And if you pay with a Visa Debit, you will be charged immediately.

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How do I get in touch with Staples if I have a problem with my order?

If you need assistance with your order, please send us an email or call us at 877-360-8500.

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How long do you keep my order status history?

Your order status history goes back 90 days and reflects any order that was placed on Staples.ca or by phone.

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Change or Cancel Your Order

Can I change or cancel an order?

If you want to change your order, please let us know as soon as possible by calling 877-360-8500. Keep in mind that most orders are transmitted almost immediately to our warehouse, where they are processed and shipped out. We’ll check the status of your order and attempt to make the necessary changes.

If your order has already been transmitted to our warehouse for shipping, we won’t be able to make changes to the order and it will ship as is. If that is the case and you would like to place an additional order, please contact customer service. You can also refuse delivery if that’s more convenient for you, or return your item(s) to any Staples retail store, even if you ordered it online or by catalog.

If you cannot call us, please send us an email and we’ll make the necessary adjustments as noted above.

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What if I placed my order with the incorrect shipping address. What should I do?

Call us right away at 877-360-8500, or send us an email. Most orders are transmitted almost immediately to our warehouses, so we’ll do what we can to make sure your items make it to the correct destination.

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