How to Place an Order & Order FAQ

Placing an order on is easy. You can do so as a member or as a guest, but being a member has its advantages. You can easily track your existing orders, review your order history, create a wish list, enjoy a faster checkout process, and more. You can create a account first, or you can complete your order as a guest and choose to save the information you enter to a new account afterwards.

There are 3 types of order:

Reserve and Pick Up orders

Placed via, your items are held within the store of your choice for 24 hours until you pick them up and pay in-store. This is the fastest way to get your items.

Online shipped orders

Placed via, the order is shipped to a Canadian address of your choice. In certain cases, your item(s) may be large enough to require a Scheduled Delivery; in that case, the confirmation email you receive will explain how to proceed.

In-store orders

These are purchases made in-store at the checkout counter, or via the website using one of the in-store kiosks with the help of a product specialist. Kiosks are often used when you’re already in the store and item(s) you want are only in stock online. Kiosk orders are shipped to an address of your choice.

To begin placing any type of order, follow these steps:

  1. Find the product(s) you’d like to purchase by browsing the site or by using the search bar.
  2. On the product page, click “Add to cart” to begin the checkout process or click “Reserve in store” to begin the Reserve and Pick Up process. You can also add items to your cart and reserve them all provided a store has available inventory.
  3. If you’ve chosen to reserve your item(s), you’ll be asked for some contact information that must be verified at the store in order to claim the item(s). If someone else will be picking up and paying for the item(s), be sure to enter their information.
  4. To have your items shipped, click the “Checkout” button in your cart and enter your shipping and payment information when prompted.
  5. Submit your order and wait for a confirmation email that will update you of its status.

You can learn more about Reserve and Pick Up in our help topics.


Placing an order – FAQ:

How should I enter my address to ensure my order is processed?

Please check out our Address tips for more information on how to properly enter your address information.

Can I change my delivery or pick up method?

Unfortunately no, the only way you can change the delivery or pickup method is by cancelling the original order and creating a new one.

How can I pay for my order?

Payment options: Best Buy Canada Gift Card, Best Buy Canada credit card, PayPal, MasterCard, Visa, Visa Debit, Visa Checkout, or American Express, provided your card was issued in Canada or the US. In-store you can also use cash, of course!


If payment is made with gift cards only, you may use up to two (2) Gift Cards. A maximum of two (2) Gift Cards can be combined with another payment method. If the Gift Card(s) being redeemed don't have sufficient funds, you can pay the remaining balance with a credit card or through PayPal.

Gift cards and eGift Cards must be purchased with a credit card. PayPal or other gift cards cannot be used to purchase gift cards or eGift cards. Click here to order gift cards.

With Visa Debit our system will authorize the payment by withdrawing some funds from your account. Depending on how the order is fulfilled there might be one or two authorization withdrawals. Rest assured, in the end you won't lose any money because any extra withdrawal(s) will be reversed within 5 business days.

**At the moment we cannot accept payments made with a MasterCard Debit Card, Best Buy US Gift Card, Best Buy US credit card, cheques, purchase orders, or any credit card issued outside Canada and the United States.

Please note:

  • During checkout you will be asked to provide the telephone number associated with your credit card account. Please check to make sure you have the correct telephone number associated with the credit card account prior to using it to complete your online order.
  • For existing orders, it is not possible to change the method of payment to PayPal. To use PayPal, you will need to cancel the existing order and place a new order.
  • For online orders only you will not be able to place an order using a credit card during the same month the card expires. This is to ensure the card does not expire before we capture funds. In these cases you will need to place your order in-store, select a different payment method, or contact the card issuer to receive a new card with an updated expiry date.

When will my payment method be charged?

Online Orders: While your order is being processed we'll pre-authorize the purchase on your method of payment to make sure there are sufficient funds. However, your method of payment is not actually charged until your online order has been shipped. For Scheduled Delivery items, you will be charged when a delivery date has been scheduled.

Reserve and Pick Up: When you reserve an item at and then pick it up in store, you have the option of choosing your preferred method of payment such as cash, debit, Best Buy credit card, Visa, MasterCard, American Express, and Best Buy Gift Cards/eGift cards when you pay at the cashier.

Can I change my method of payment after I made my purchase?

If you placed your order as a guest, then you cannot change your payment method after placing your order. For members, you can follow these steps to change your method of payment:

  1. Log in to check your order status.
  2. Look for the appropriate order number and click it to view the details.
  3. Click on the “Change Payment Information” button
  4. Enter your new payment information and save the changes
  5. We will re-process the order shortly. You will receive an email confirmation once the item has shipped.

Please Note: For orders processed through PayPal, some changes to your order will result in your order being cancelled and reinstated with the new information automatically. You will receive additional confirmations via email.

How can I check the status of my order?

Click on "Order Status" at the top of any page.

Members: Sign in to your account and select the appropriate order.

Guests: Enter your Order Number, Last Name, First Name, and Billing Postal Code.

We continually update the status of orders, but this process may be delayed during busy times of year. You may also request order information by contacting us.

Please note that tracking may not be available for some Gift Card, music and DVD orders as they are sent via lettermail.

I received a confirmation email, but then received another email saying my order can't be processed

As soon as you place an order, a confirmation email will be sent to you to confirm that we received your order correctly. If there is an issue with inventory or your method of payment, another follow-up email will be sent notifying you that you need to take action.

These are the emails you’ll receive if there’s an issue with your order:

  • 1st email: This email will confirm your order has been placed successfully.
  • 2nd email: You will receive this email if further action is needed from you before we ship your order (e.g. update billing information or change your payment method).
  • 3rd email: This email will confirm your order is on its way to you, including any tracking numbers. Please note that you will not receive a tracking number for Scheduled Delivery items.

Tracking may not be available for some Gift Card orders as they are sent via letter mail.

When can I expect to receive my order and what will shipping cost?

For more information on the cost and timing of your delivery, please see our Free Shipping help topic.

Can I cancel or modify my order?

Online Orders

Since our delivery system is designed to ship products as quickly as possible, there's a limited window during which an order can be cancelled. To find out if an order can still be cancelled, check the Order Status page and look for the "Cancel" button on the right side. If that button is there then you are still able to cancel the order. Once an order has been processed and it's too late to cancel, you can easily return it to a Best Buy store or through the mail by making a return request.

To cancel your order:

  • Select Order Status in the header section.
  • Account holders can log in using their email address and login password. After logging in, select the order you would like to cancel.
  • Guest users can retrieve their order by entering the Order Number, Last Name, First Name, and Billing Address. After retrieving your order, select "Cancel".

Account holders also have the added benefit of being able to change their Shipping Address and Shipping Method (assuming the order has not yet been processed). To do so, use the following instructions:

Shipping Address

After logging in, select the order for which you would like to change the shipping address and then change your address. If you still require assistance, please contact us.

Shipping Method

You can change your shipping method as long as the shipping process has not begun on your order. For example, you can switch from standard to expedited shipping. To request a change, simply contact us. Note: Customer Care will inform you if there are changes to tax and shipping rates.

Please note: If you change the shipping method or shipping address for an order being processed through PayPal, the order will automatically be cancelled and re-created with the new information. You will receive additional confirmation emails once the new order is processed.

Reserve and Pick Up Orders

As long as you have not picked up your order, you can cancel it simply by contacting the store you chose to pick it up at and simply let one of our associates know and they will take care of it for you.

If you have not picked up your purchase within 24 hours of receiving your confirmation email, your order will be automatically cancelled.

Learn more about Shopping Online

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