Common Shipping Questions

From delivery expectations to tracking updates and missed packages, we’ve answered the most common shipping questions to help you get your order smoothly and on time.

Our goal is to get your items to you quickly. We use different shipping companies, depending on the size of your item, your location, and the seller.

If you’ve already placed an order, you can check your order status and track your order.

Tracking and delivery information is provided by our shipping carriers, and our Customer Service team has access to the same tracking updates that you see.

It’s normal for tracking information to take some time to update especially just after your order ships. It may take up to 24 hours for tracking updates to become available.

Check your Order History for the latest status.

Shipping confirmation emails are sent once your order leaves our warehouse. If you haven’t received one:

• Double-check your spam or junk folder.
• If your email was incorrect, the confirmation may not have reached you. Check your Order History for shipping and tracking details.
• Make sure your email address is correct in your My Best Buy account to receive future notifications.

After you place a store pickup order, you’ll receive an email letting you know your item is ready for pickup once it becomes available at the store. Most items are ready in as little as 1 hour but some may take longer depending on location and availability.

If you haven’t received confirmation, check your Order History for the latest update.

Most products are delivered in a standard shipping box.

However, some larger items are shipped in their original manufacturer’s box with the shipping label placed directly on the outside. These boxes may arrive with slight wear, scuffs, or visible branding.

At this time, it isn’t possible to choose the type of packaging for your order. Our Customer Care team doesn’t have additional details about which packaging will be used.

Deliveries for large or heavy items like TVs over 60", appliances, mattresses, and fitness equipment are scheduled. The scheduling method is based on the shipping address you enter during checkout.

• Major urban areas: you can schedule a preferred delivery date during the checkout process.
• Remote areas: once you’ve placed an order, a delivery carrier will call you within 7 days to schedule a delivery date. Please note, the delivery cost will vary based on your location.

Need to reschedule? You can do it up to 2 days before your original scheduled delivery date. Learn more about Large Item Scheduled Delivery.

Please note: all large item deliveries will not be left unattended and will require a signature from a person of 18 years or older.

When ordering a gift, it’s good to know that while most items arrive in a standard shipping box, some larger products are shipped in their original manufacturer’s box. These boxes may show branding or arrive with some wear.

To keep the surprise, please consider having the order shipped to you first so you can wrap or repackage it before gifting. Another option is Quick and Easy Store Pickup, which lets you collect your order in as little as 1 hour at a nearby store.

At this time, gift wrapping isn’t available, and it isn’t possible to choose the type of packaging for your order.

For your safety and security, large items scheduled for delivery will not be left unattended.

If your delivery requires a signature and you weren't available, here’s what to expect:

1. You’ll receive a delivery notice card with details on where and when you can pick up your order. In some cases, the carrier may contact you to reschedule delivery or confirm pickup instructions.
   
2. Your order will be redirected to a nearby Canada Post location or a carrier depot, depending on your location.
   
3. When picking up your order, please bring your order number and a piece of valid photo ID.

Best Buy Marketplace sellers may have different shipping timelines. You can view each seller’s specific shipping policy directly on the product page under the “Sold and shipped by” section.

Release dates for products can sometimes change without notice or liability. If you’ve pre-ordered a product, we’ll ship it as soon as possible after its final release date, which may be different from the initial date advertised.

You’ll receive a confirmation email once your pre-order has shipped. 

Delivery dates can change for a few reasons like inventory updates, shipping method changes, or carrier availability in your area.

You’ll always see the most up-to-date delivery estimate in your Order Status page. If the new date doesn’t work for you or you have questions, get in touch with us and we’ll do our best to help.

We can ship to PO boxes only through Canada Post, but since we use multiple carriers, shipping to a PO box isn’t always guaranteed.

For example, large or heavy items, scheduled deliveries (like appliances or TVs), and dangerous goods (like batteries or CO² canisters) must be shipped to a physical (civic) address. Items over 30kg may also be sent to a local carrier depot for pickup.

Most small items can still be shipped to a PO box if they fit within the size limits of your mailbox and are handled by Canada Post.

To avoid delays or delivery issues, we recommend providing a physical address unless a PO box is your only available option.

Some orders are shipped through these delivery partners based on the size, weight, or type of item you purchased. If your order is being delivered by one of the carriers below, you can find more information about delivery timelines, attempts, and what happens if a delivery is missed:

• If your order is being shipped with TForce Distribution, please refer to the TForce Distribution details page.

• If your order is being shipped with E24 Solutions, please refer to the E24 Solutions details page. 

You can contact us directly, and if you're eligible we will start a trace with the applicable carrier on your behalf.

Please note:

• Claims must be made no later than 90 days after your order was shipped.
• Our carrier partners will not open a claim on your behalf, the claim has to come from the Best Buy Customer Service team.