Help Centre

Most Popular Questions

What is your returns policy?

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

Your purchase must be returned in saleable condition with the original packaging, including Universal Product Code (UPC), manuals, parts and your receipt or packing slip. Any personal information should be removed from the item before returning it to the store.

How do I return or exchange something I've ordered online?

If you ordered through our website, you can arrange to have us pick up your return – just call 1-888-515-8880 or send us an email. You can also return items to your local store with your packing slip. Delivery purchases that may contain personal information are to be returned to a store.

Does Staples have a Price Match guarantee?

Yes we do. If you find a lower advertised price on an in-stock, new identical item from an Authorized Canadian dealer, now or within 14 days of your purchase, just show us the price and we will match it.

If our competitor has a bonus offer with an item that we carry, we will match the competitor’s price and provide the identical bonus item where possible. If our competitor offers a free gift card with an item that we carry, we will match the competitor’s price and provide the same valued gift card. We do not match tender, such as gift card discounts, with our competitors.

For Internet and delivered purchases, the competitor must have the item in stock on its Web site and next-day shipping and handling fees will be added to the competitor’s price to make a fair comparison against our price. If no shipping and handling charges are readily available in the advertisement, a flat fee of $4.99 will be added to the competitor’s price. Additional shipping charges apply to some towns in Canada. Our Store Managers and Call Centres can help you determine these costs.

An identical item is a product with the same manufacturer and model number. An Authorized Canadian dealer is a retailer that the Canadian manufacturer willingly sells to (typically, unauthorized dealers do not offer legal Canadian warranties and/or packaging). The Price Match Guarantee does not apply to refurbished items or demos.

An advertisement is defined as a copy of a current Canadian dated advertisement, original register receipt, catalogue page or competitor Web page.

From time to time, our catalogue, Internet and store prices might temporarily not match due to printing press deadlines. If this happens, you will get the lowest price of the three.

We reserve the right to limit quantities sold to an individual customer and we are not able to supply businesses looking to resell product to the end consumer. The Price Match Guarantee does not apply to competitors’ or Staples® advertising that states “limited quantities,” “clearance,” “close-outs,” “bankruptcies” or special events (e.g., Boxing Week, Black Friday). We do not match typographical errors in competitors’ advertisements. OEM, Government and Educational prices may be excluded. Prices do not include applicable taxes and/or eco-fees. We reserve the right to modify the terms of our Price Match Guarantee from time to time.

When placing an order online, price match is available by calling 877-360-8500. For an in-store price match, please see an associate at our customer service desk at your local Staples retail store. This policy is subject to change without notice.

Where can I find product information not listed on StaplesPreferred.ca?

Feel free to send us an email, or call us at 1-888-515-8880.

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 StaplesPreferred.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.

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.

Can I change or cancel an order?

If you want to change your order, please let us know as soon as possible by calling 1-888-515-8880. 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.

I won't be available to accept my delivery. What do I do?

If you’ve already placed an order with us, please call us at 1-888-515-8880 right away. We may be able to reschedule your order for a different delivery day that’s more convenient for you.

If you’d like the driver to leave your products (on the front steps, for example), you’ll need to fill out the Driver Release Agreement. Please print and fill out this form completely. As the driver must take the signed original, leave it in a location that is both visible and accessible to the driver.

If more than one order is being delivered, we require a separate Driver Release Agreement be completed for each.

How do I redeem a coupon on StaplesPreferred.ca?

You can add coupons to your cart at any time. Here’s how:

  1. Click on your cart in the top right-hand corner
  2. Click the "Add/Edit Coupons" button at the bottom of the page
  3. Enter your coupon code and click "Add Coupon"
  4. Click "Back to my order" to return to your cart

Free Gift Coupons redemption instructions:

  1. Add items totalling the coupon's minimum purchase requirement to your cart
  2. Add the free gift to your cart (refer to the free gift's item number to locate it using search)
  3. Click on your cart in the top right hand corner
  4. Click the "Add/Edit Coupons" button at the bottom of the page
  5. Enter your coupon code and click "Add Coupon"
  6. Click "Back to my order" to return to your cart

Important Restrictions:

  • Coupons are not transferable
  • Coupons may only be used once and cannot be used on subsequent orders
  • Coupon must be submitted at time of order
  • Please observe the coupon limits. Minimum purchase requirement for Dollars off/Air Miles/Free item must be met with purchases to which no other coupon or instant savings offer applies
  • Only one Dollars off/Air Miles/Free item coupon per purchase (see definition below)
  • "Product specific" coupons may be combined with other coupons as long as the purchase requirement of each coupon is met independently (see definition below)
  • Not valid on Bose® products, services, business service provider or custom-printing service provider web sites, gift cards, dining/activities/getaway packages, phone cards, or postage stamps
  • Tax and delivery are not included in calculating minimum purchase requirement
  • Staples does not accept competitor, manufacturer or any other third-party coupons
  • Void where prohibited
  • No cash or credit back
  • Expired coupons are not valid
  • Coupons are not valid on previous purchases
  • Not all coupons can be used in the store, through the catalogue or on StaplesPreferred.ca. Please see coupons for details
  • We reserve the right to charge credit cards for the amount of the coupon

Definitions:

  • "Dollars off" coupons provide a general discount on your order total
  • "Product specific" coupons provide a discount on a specific product

StaplesPreferred.ca reserves the right to reject orders that use a coupon code that was obtained from a bulletin board or other Internet site. StaplesPreferred.ca also reserves the right to reject orders that use a coupon code that was transferred from a direct mail recipient or that are in violation of any coupon restriction listed above. If our system doesn’t accept your coupon code and you believe you hold a valid coupon, please call us at 1-888-515-8880.

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