Help Centre

Shipping & Delivery

What does it mean when I'm told my order is processing, shipped, item(s) not available, cancelled or is shipping from store?

Processing means we’ve received your order and are in the process of filling it.

Shipped means we’ve filled this portion of your order. It’s on the delivery truck and will be delivered soon.

Item(s) Not Available means this portion of your order was not filled. A Customer Service Representative from Staples Preferred will be contacting you with more details.

Cancelled means the order was cancelled by either the customer or by Staples Preferred. A Customer Service Representative from Staples Preferred will be contacting you with more details.

Shipping from Store means your order is being filled and shipped from a local Staples retail store in your geographic area.

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.

What if I don't receive my order by the scheduled delivery date?

If you don’t receive your order by 5:00 pm on the scheduled delivery date, please let us know.

Can I specify a delivery date/time for my order?

We are unable to specify a particular time for your order to be delivered. If you need your order delivered by a particular day or time, then prior to placing your order, please call 877-360-8500 to discuss this with an associate.

Office supply orders: Items stocked in a Staples warehouse can generally be delivered any weekday between 9:00 am and 5:00 pm.

Furniture orders: Delivery date changes cannot be guaranteed. However, we will do our best to accommodate your request. This request will require approval from the local delivery manager pending regular furniture delivery schedules for your area.

Products not stocked in a Staples warehouse are unable to have a specific delivery date assigned to them.

How long will it take for my order to be delivered?

In most cases, orders are shipped the next business day when you order by 5:00 pm, Monday through Friday. Orders placed after 5:00 pm on Friday, Saturday or Sunday will be shipped the following Monday.

Special order items may take a little longer for delivery but are generally delivered within 2 to 10 days.

In the event of a holiday, deliveries may be delayed. We observe many federal and provincial holidays across Canada. If you’re in an area that’s observing a holiday and are unsure of your delivery date, please contact us.

Please see the chart below for the estimated delivery time by major city. For the most up-to-date delivery estimate, please refer to the delivery information in your shopping cart when you order.

1 Business Day 1-2 Business Days 3-6 Business Days
GTA (Greater Toronto Area)
SW Ontario
Halifax
Montreal
Ottawa
Gatineau
Quebec City
Calgary
Edmonton
Vancouver
St. John’s
Moncton
Saskatoon
Regina
Sault Ste. Marie
Sudbury
North Bay
Fort McMurray
Prince George
Sydney
P.E.I.
Winnipeg
Northern Ontario
NE Quebec
Saskatchewan (Excluding Regina and Saskatoon)
Northern BC
Northern Alberta
Brandon

We deliver between the hours of 9:00 am and 5:00 pm, Monday through Friday, excluding holidays. We cannot determine your exact delivery time, but we can tell you if your order has been shipped and whether or not there are any problems with it that have been reported to us that could delay delivery. We’ll provide you with an estimated delivery date when you place your order. To check the delivery status of your order, click on "My Orders" from the My Account drop-down menu and type in your order number and postal code.

If you’ve purchased a software download, your order will be fulfilled via a separate email confirmation. This email will include download links and instructions on how to complete the download.

 

Can I get my order delivered today?

No. At this time we can only offer next-business-day delivery.

What time can I expect my order to be delivered?

Our drivers deliver orders between the hours of 9:00 am and 5:00 pm, Monday through Friday, excluding holidays. Since our drivers’ delivery routes change from day to day, there is no way to determine the exact time your order will be delivered.
 

Do I have to wait at my house or office all day for my delivery?

For your security and protection, it’s best to have someone available to sign for your order between the hours of 9:00 am and 5:00 pm, Monday through Friday, excluding holidays.

Our driver's delivery routes change from day to day, so there is no way to determine the exact time your order will be delivered. If you’d like the driver to leave your shipment (on the front steps, for example), you should fill out the Driver Release Agreement. If you don’t post a Driver Release Agreement, the driver will decide whether or not to leave the order unattended.

If the delivery cannot be made, your order will be returned to the local delivery centre and another attempt will be made.

I'm buying furniture. Can Staples assemble it for me?

Unfortunately that is not a service we offer.

When will my furniture order be delivered?

Most furniture orders are available for next-business-day delivery, Monday through Friday. We’ll notify you if there’s an exception. Furniture orders may not be available for delivery if you’re outside the local trading area. If delivery to your area is only available by courier, furniture orders cannot be shipped at this time.

Certain Staples items originate directly from carefully selected vendors and manufacturers. In many instances, delivery personnel will deliver your order to your entrance. Other items are prestocked at warehouses around the country and delivered by a common carrier. For these items, a loading dock is needed. If one is not available, delivery personnel will bring your order to the tailgate of the truck; you will be responsible for unloading the items and bringing them into your building.

What are my delivery options?

You can have your items delivered to your home or office.

How much does it cost to have something delivered?

Delivery is free on orders. The order is shipped pending credit approval and product availability.

Can I order multiple items at the same time but have them shipped separately?

Unfortunately, no. That said, we might ship your items separately based on availability. If you don’t want all your items at the same time, we suggest putting in separate orders.
 

Will you deliver an order to my P.O. Box?

Unfortunately, we cannot deliver to P.O. Boxes.

I live right near a Staples retail store. Can they just deliver my order?

Staples Preferred does not deliver products directly from our stores, but we do provide fast and free delivery when you place an order on StaplesPreferred.ca or by simply calling 1-888-515-8880.

Why do I have to notify American Express if I want my order shipped to a different address?

This is a policy from American Express that must be adhered to both by Staples and American Express customers. It is done to protect you from fraudulent use of your credit card account. It is in your best interest to call American Express and notify them of your other delivery address so your order can be authorized and shipped to you as quickly as possible.

If you do not call AMEX to notify them that you are using a different shipping address for an order, your order may be delayed. Our Credit Department will place the order on hold and call the billing contact for the AMEX card. If the billing contact person cannot be reached to verify the order, your order may be delayed.

Can I just pay the driver for my order?

At this time we do not accept C.O.D. orders.

Can I place an order on StaplesPreferred.ca for delivery outside Canada?

The StaplesPreferred.ca website can offer delivery only to addresses within Canada. If you’re in another country and you’d like to have your order delivered there, visit the appropriate site for Staples in the United States, across Europe and in Australia. See all our other international locations here.

What happens if my item arrives and it was defective?

We apologize for that inconvenience. Click here to learn about your options for returning an item.

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