Help Centre

Returns, Exchanges & Refunds

What is your returns policy?

If you're not 100% satisfied with your Staples 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.

What can and cannot be returned?

If you are not completely satisfied with your purchase, return it within 30 days (computers, laptops, tablets, eReaders, smart/cell phones and unopened drones within 14 days) in saleable condition in its original packaging (including UPC code, manual, parts and your receipt or packing slip) for a full refund or replacement. The tender will be made to the same tender as the purchase. Debit and credit card refunds will only be processed to the same card number used for the original purchase. Items purchased by cheque and returned within 14 days of purchase may be returned for a store credit only. For computer returns, store management may require a 24-hour inspection period prior to processing the refund. Items that may contain personal information (computers, laptops, tablets and other technology products with memory) are to be returned to a Staples retail store only. Personal information is to be removed from any item before returning it to the store.

If you are returning an iPhone/iPad/iPod purchased after September 20th, 2013 or that has had the software updated after September 18th, 2013, you will need to turn off the “activation lock” feature before returning the device.

If you do not have a receipt, you may exchange the product or you will be issued a store credit provided that the purchase can be verified. The store credit will be the lowest retail price of the item over the last 90 days. In the absence of proof of purchase, identification may be required. Staples reserves the right to decline a return should proof of purchase not be verifiable.

Software, Movies and Music
Unopened boxed software, movies and music that we currently sell may be returned for a full refund within 30 days. Open or Electronic downloadable software, movies and music is not returnable or refundable.

Furniture
Custom-ordered and custom-assembled furniture is only returnable if it's defective when you receive it.

Prepaid Cards
Gift cards and phone cards are nonrefundable and nonreturnable. They are valid only at the retailer/service provider listed on the card. Prepaid cards cannot be redeemed for cash. Specific terms and conditions are included with each card.

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

You can bring your item to any Staples retail store, even if you ordered it online or by catalog. You may also call Staples Preferred Customer Service at 1-888-515-8880.

When the driver comes with my new order, should I give the driver the items I want to return?

Drivers cannot accept items for pickup unless you've already called or emailed Staples. When you call or email us for a return, we generate paperwork that the driver will bring to you for signing. This ensures that you receive credit for the items you return.

When the driver comes with my new order, should I give the driver the items I want to return?

Drivers cannot accept items for pickup unless you've already called or emailed Staples. When you call or email us for a return, we generate paperwork that the driver will bring to you for signing. This ensures that you receive credit for the items you return.

When will my return be picked up?

Returns are generally picked up the day after the return request has been generated, between the hours of 9:00 am and 5:00 pm, Monday through Friday, excluding holidays. Pickup times may vary based on courier and location of product. If your return has not been picked up within five business days, please notify us.

Please contact 1-888-515-8880 for more information. You'll receive credit for the returned item when the product is received at the warehouse.

What if I used a coupon to pay for an item I'm returning. Can I get that coupon back to use on another item?

Each of our coupons has a purchase requirement that must be met in order for you to redeem them on an order. If you make a return from an order on which a coupon was redeemed and if the value of the remaining items on the order do not meet the requirements of the coupon , we will reverse the coupon on the order. If an exchange is processed for something of equal or greater value, then the order will still meet the requirements of the coupon and your order will not be adjusted for a coupon reversal.

If a coupon has been reversed as a result of a return, you will no longer be able to reuse the coupon on a separate order, and the coupon cannot be replaced with a different coupon number.

What happens to the AIR MILES® I earned on the initial purchase when I make a return?

Unfortunately, if you return an item to Staples, you will not be able to keep the miles you earned when you purchased that item.

I bought the wrong thing. Can I exchange it?

Absolutely. As long as you have your receipt, we will be happy to exchange the item for a same-priced item at no additional charge.

How will I know if my refund has been processed?

You should see a credit on your bank statement within two or three business days. A confirmation email can also be sent to you upon request.

If I return my items over the phone or online, how will I get my credit?

If you paid by credit card, we'll credit the account used for payment. For purchases made with multiple methods of payment, the refund will be processed in the following order: Staples Credit Account Card, major credit card, prepaid credit card (bank-issued gift card), cheque and Staples® Gift Card. It's important to keep your prepaid credit card until you're completely satisfied with your purchase as we are required to process the refund to the original method of payment.

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