Shipping Troubleshooting FAQ

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?

Canada Post

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. 

Purolator 

Since a signature is always required on this type of shipment 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 it will be sent to the closest Purolator distribution centre. You'll need to make your way to the distribution centre to pick up your package. (Government-issued ID is required for pickup.)


Why wasn’t my delivery brought inside?

When certain items that weigh 30kg or more are delivered by a third party carrier (like Purolator or UPS etc.), delivery personnel may not bring the item all the way into your residence if the item is considered a potential health and safety risk or if there is no one available to assist the carrier. In certain cases, especially when delivery access may be obstructed or otherwise potentially dangerous, items may be left at the door or taken to a shipping depot for pickup after a delivery attempt is made.



The wrong product was shipped to me - what do I do?

To arrange return on the wrong product, please contact our Customer Support Centre by email at customerservice@bestbuycanada.ca or by phone at 1-866-237-8289. Please be advised, we can only do exchanges on Scheduled Delivery  products. For any other products, you will have to return the wrong product and place a new order.



What do I do if my order was ‘returned to sender’(RTS)?

If shipping information such as the apartment number or street address is entered incorrectly when placing your order, your order may be returned to us without any delivery attempts being made. To avoid any additional delays, we suggest tracking your package regularly, or requesting delivery updates from the carrier through their website.

To request delivery updates for Canada Post orders, follow the steps below. You’ll be able to set up similar notifications via the websites of other carriers as well.

  1. Locate your tracking number.
  2. Visit Canada Post’s Track a Package page and enter your tracking number.
  3. Select "Request Delivery Updates by email".
  4. Complete the request form and press ‘submit’.

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