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If my package gets lost, who do I contact?
You can contact our Customer Service team and we will start a trace with the applicable carrier on your behalf. You can also contact the carrier with your tracking number (which can be found by logging into “My Account” ) Canada Post expedited delivery is 2-7 days anywhere in Canada. Please consider that prior to making a claim.
Please note that tracking may not be available for some Gift Card orders as they are sent via lettermail.
Claims must be made no later than 90 days after your order was shipped.
I received a confirmation email, but then received another email saying my order can't be processed - why?
As soon as you place an order, a confirmation email will be sent to you. If we discover there is an issue with inventory or your credit card, another follow-up email will be sent notifying you that there is a reason why we can’t process your order.
I haven't received my package yet, but my account shows that I have – what do I do?
Please contact our Customer Support Centre and we will investigate the matter for you.
What does "no safe drop" mean?
Canada Post will not leave a package on your doorstep if you are not home to receive it. Instead the carrier will leave you a note with an address to the closest Postal Outlet where you can pick up your package by showing a valid piece of government ID.
What happens if I'm not home to receive my shipment?
Best Buy products shipped through Canada Post are labelled "No safe drop," which means Canada Post will not leave a package on your doorstep if you are not home to receive it. Instead the carrier will leave you a note with an address to the closest Postal Outlet where you can pick up your package by showing a valid piece of government ID.
Since a signature is always required with Purolator please try to make sure someone is home to sign for your package. Purolator makes one delivery attempt, and if nobody is available to sign for the package you'll have two options:
1) Contact Purolator to arrange for a second delivery attempt.
2) Pick up the package from a Purolator depot. In order to determine which Purolator depot your package is located in, track the package using the tracking number included in your order confirmation email or contact Purolator. Be sure to bring one piece of mail with your name on it and a government-issued ID when you pick up your order.
If the tracking information indicates that your product is being returned to us or has become undeliverable, please contact our customer service department so one of our agents can assist in starting an investigation on your behalf. A delay in notifying us could result in a delay in the refunding process.
Learn more about Delivery and Returns
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