Shopping

How do I buy a product?

1. Buy a product by adding products to your Shopping Cart. Please note that some products may require you to select preferences such as colour or size, before you can add that item to the cart.
2. The product will be displayed in your Shopping Cart. Please note that for your convenience, while shopping you will see a summary of the total number of items in your cart that you have selected but have not yet purchased, and the sub-total amount.
3. By selecting the checkout button, you will proceed through the process.

What are my payment options?

You may pay for your order online with our secure checkout process by using any of the following credit cards:

• Hbc & Hbc MasterCard®
• Visa®
• MasterCard®
• American Express®

Note: Hbc gift cards cannot be used as a method of payment for online purchases

You may order by telephone by calling Customer Service toll-free (anywhere in Canada or the US) at 1-866-746-7422, Monday to Friday 9am to 5pm local time. When contacting Customer Service, please ensure that you have your product number(s) available for quick and accurate processing.

Will I be able to buy anything that I find in Hbc stores at Shop.Hbc.com?

Shop.Hbc.com is not an online catalogue of merchandise offered at the Bay, Home Outfitters and Zellers stores. You will find that some of the product offering is the same, while some of it is unique to our online store. Our online assortment is continually being reviewed and changed to meet the needs of our customers, and to ensure that our customers can count on a new and changing merchandise offering every time they visit.

Will the prices be the same at Shop.Hbc.com as they are in Hbc stores?

Generally, pricing of like product is similar in our online store to the Bay and Zellers. Please note that there will be some occasions where sales will be exclusive to our online shoppers or to the Bay and Zellers. You must order directly from Shop.Hbc.com to be guaranteed the online prices. If you require further information, please refer to our Legal Terms and Conditions.

All prices are quoted in Canadian dollars and do not include applicable sales tax, or delivery. The federal and provincial sales tax will be applied to your order and are determined by the shipping address for your order.

How do I change or cancel my order?

Orders can be cancelled within one hour of their being placed. Click here to go to Order Status. If you are unable to cancel your order, please refer to our Returns Policy.

Changing Your Order BEFORE Checkout

You may change your order at anytime while you are shopping.

• Click "Shopping Cart" located in the top right of the screen. This will display the contents of your Shopping Cart.
• You may remove item(s) by clicking on "Remove" located to the right of each item in your shopping cart.
• You may change the quantity of item(s) in your Shopping Cart and select "Update" to confirm the changes and to view the recalculation of the sub-total.

Changing Your Order DURING Checkout

• Click the "Shopping Cart" button located in the top right corner of the screen. This will display your Shopping Cart.
• You may remove item(s) by clicking on "Remove" located to the right of each item in your shopping cart.
• You may change the quantity of item(s) in your Shopping Cart and select "Update" to confirm the changes and to view the recalculation of the sub-total.
• Then proceed through checkout as normal. Please note that all information you had previously provided does not need to be re-entered.

Changing Your Order AFTER Checkout

Orders can be cancelled within one hour of their being placed. Click here to go to Order Status. If you are unable to cancel your order, please refer to our Returns Policy.

How do I collect Hbc Rewards points when shopping online?

Each time you make a purchase in our online store, you earn Hbc Rewards points on your order. For more information regarding Hbc Rewards, please go to the Hbc Rewards website at www.hbc.com/rewards*

What is the Price Match Policy for Shop.Hbc.com?

Please note that Shop.Hbc.com reserves the right to change or rescind this policy at their sole discretion without notice. Shop.Hbc.com also reserves the right to limit quantities of price matched items.

Price Match to Other eRetail Companies

Shop.Hbc.com will match other comparable eRetail sites in Canada under the following conditions:

• The price to be matched is the price quoted for eStores only.
• The merchandise is offered by a legal, authorized Canadian eRetailer.
• The merchandise is identical, including the year, model number, warranty, components, bundling/kitting or any service plans that may be included.
• Advertisement/website price is correct. Shop.Hbc.com does not price match typographical errors.
• The eRetailer is in-stock and the goods are available for delivery at the time of the price match request. Shop.Hbc.com reserves the right to request proof of this, from the customer.
• Shop.Hbc.com is in-stock and the goods are available for delivery at the time of the price match request.
• The price to be matched includes the cost of shipping and/or handling.
• The price match must be requested by the consumer from Shop.Hbc.com at the time of purchase or within 48 hours of receipt/pickup of the Shop.Hbc.com item by the consumer.
• The advertisement/website price is current at the time of price match request.

Price Match Policy Exclusions:

The following are some but not all, of the conditions where price matching will not be permitted:

• Pricing: Online auctions, non-retail (e.g., wholesale) websites, discontinued, liquidation, close-out or clearance items, bonus offers, free offers, private sales, trade-in sales, special orders, "limited quantity" or "one of a kind" offers, "after rebate pricing", coupon pricing, club pricing or wholesale pricing.
• Merchandise: Merchandise that is not in prime condition including, refurbished merchandise, floor models, open stock, scratch and dents.

What products do not qualify for promotional discounts?

Promotional discounts from our site excludes the following products: Hbc Gift Cards. Other exclusions may apply. ® Registered trademark of MasterCard International Incorporated. Used pursuant to license.

Delivery

What is the delivery area?

While Shop.Hbc.com accepts orders from around the world, we currently deliver only within Canada. Please note that all prices are listed in Canadian dollars.

What are the delivery options, rates and times?

FREE DELIVERY TO ANY BAY, HOME OUTFITTERS OR ZELLERS STORE.

Store Delivery Times

The Distribution Centre for all online products is located in Toronto, Ontario, therefore delivery times vary. The chart below provides the usual or average number of business days for delivery to our stores within most major Canadian centres.

• The delivery charges to a home address represents a flat fee per order charge regardless of the number of items shipped per order, although item exceptions apply.
• A signature is required on the all these delivery services, therefore if no one is available to sign for the package when it arrives, it will be forwarded to the closest depot. A notice will be left so you can make pick-up or delivery arrangements that are convenient for you.

Handling Fee: Some big ticket or bulky items such as furniture may be subject to a handling fee. Please note that if a handling fee is to be charged, it will be clearly indicated on the item's product page.

Cost and delivery time are determined by the delivery method you choose and the shipping address. Please refer to Delivery Times for delivery information to major Canadian Centres.

The days to be delivered are all expressed in "business days". "Business days" are the days from Monday to Friday. They exclude Saturday, Sunday and all statutory holidays.

The number of days to ship starts when the customer receives their 'Shipping Confirmation' eMail.

How do I track my order?

Click the Check Order Status link located in the upper navigation bar of the online store (Shop.Hbc.com). Enter your eMail Address and the Order Confirmation Number (this number is included in your order confirmation page and in your confirmation eMail). The status of your order will be displayed.

How do I take receipt of my delivery?

All online orders requires signature confirmation on all parcels. If no one is available to sign for the package when it arrives, depending on which delivery option you have chosen, it will be forwarded to the closest depot. A notice will be left so you can make pick-up or delivery arrangements that are convenient for you.

How do I ship to multiple addresses?

Currently, all items must be shipped to one address. If you wish to ship to multiple addresses, you must place separate orders.

How do I handle missing product parts?

For missing parts inquiries, please call Customer Service toll-free (anywhere in Canada or the US) at 1-866-746-7422, Monday to Friday 9am-5pm local time.

Can I deliver to remote areas with air-only access?

You must call Customer Service toll-free (anywhere in Canada and the US) at 1-866-746-7422, Monday to Friday 9am-5pm local time. There will be a specific delivery charge for your order, which will be determined with Customer Service.

Please note that oversized items can not be shipped to air-stage communities. Customer Service can assist you in determining whether your selected product(s) is oversized.

Are there any shipping restrictions?

Due to governmental regulations, flammable or pressurized products can not be shipped by air delivery. This applies on both deliveries and returns. This includes products such as fragrances, butane curling irons, and lava lamps. Please allow for extra shipping time, as you must choose ground delivery (Canada Post Expedited or DHL Ground) for these products.

Returns

What is the return policy?

Hbc MasterCard or Hbc Credit Card Holders benefit from the most generous Shop.Hbc.com Return Policy.

If you are not satisfied with your order, you are welcome to return an item for a refund, preferably to the banner that you purchased it from. If purchased with an Hbc Credit Card or Hbc MasterCard bring it to any Bay, Zellers, or Home Outfitters store with your "Final Receipt" within 90 days; 60 days for furniture, mattresses, major appliances; 30 days for Home Electronics and Seasonal Merchandise.

Merchandise returned within 30 days of receipt of the product with a "Final Receipt" and paid for with any other tender type will be refunded back to the original tender.

Merchandise returned after 30 days of receipt of the product with a "Final Receipt" and paid for with any other tender type will be refunded on an Hbc Gift Card.

If you are not satisfied with your order, you are welcome to return it within 30 days of receipt, preferably to the banner that you purchased it from. Please note that the following items cannot be returned:

• Gift Certificates
• Hbc Gift Cards
• Intimate apparel (for hygienic reasons)

Please note refund details below:

• If you return a purchase you made online to a Bay, Zellers, or Home Outfitters store, your credit card will be credited automatically or a gift card for the value of the purchase will be given.
• If you return a purchase you made online to a Bay, Zellers, or Home Outfitters store and the product(s) was received by you as a gift, a gift card will be given to the gift recipient.
• Online orders returned via Canada Post within 30 days of receipt, will be refunded to the original credit card used for the order. If you wish to be refunded by gift card, you must indicate this on the original packaging slip returned with the product(s) to Shop.Hbc.com.
• Please note that Shop.Hbc.com reserves the right to request proof of damages claimed.

How do I return an order I placed online?

You may return your online order in person to any Bay, Zellers, or Home Outfitters store. You may also return your purchase by mail. If you chose to return your purchase by mail, please return to the address below. The return mail address also appears on the back of the packing slip received with your online order. See details below.

In person at any Bay, Zellers, or Home Outfitters store.
Please bring your product(s) in its original packaging, including all parts, accessories and manuals, along with the "Final Receipt" ­ either the "Shipping Confirmation", Partial Shipment Confirmation or the "Item(s) Ready for Store Pick Up" email to the Customer Service Desk or Hbc Rewards Service Area at any Bay, Zellers, or Home Outfitters.

OR

By mail through Canada Post.
You can return most products purchased online by mailing your return at your expense via Canada Post, with the following exceptions:

• flammable and pressurized items such as lava lamps and fragrances must be returned via ground mail only (Canada Post Expedited or DHL Ground). If in doubt, please contact Customer Service.
• oversized product(s). If you are in doubt whether your product is considered oversized, there are two ways to determine this:
  1. it was delivered to you by someone other than Canada Post or DHL Ground;
  2. notification was included in your order.

To determine return procedures for oversized product(s), please call Customer Service toll-free (anywhere in Canada or the US) at 1-866-746-7422.

To ensure your refund is processed as quickly as possible, please follow all of the detailed instructions below:

1. Indicate the product and quantity you are returning by circling the item number and writing the quantity being returned on the front of the packing slip found with your order
2. Indicate the reason for the return (as shown below) beside the item number you are returning on the front of the packing slip:
   • Not suitable
   • Damaged in transit
   • Defective when received
   • Wrong item delivered
3. Ensure all accessories and manuals are included with your re-packaged product(s).
4. Include the completed packing slip with your product(s) and mail your return to the address listed below. Please note that any product(s) returned without a completed packing slip cannot be processed by our Return Centre and will be returned to you.
   
   Hbc.com Returns
   c/o Hudson's Bay Company
   129 - 160 Carrier Drive
   Etobicoke, ON M9W 0A9
   
   
5. Canada Post must be used for your return.

Hbc is not responsible for any damage that may occur during the shipment of the product(s) you are returning. For your protection, you may wish to send your return by Regular Parcel Service (insured) and with signature confirmation. Please ensure you keep the receipt for postage and insurance.

We will gladly refund all original shipping charges for items being returned due to our error. Return shipping charges will be refunded for an item being returned due to our error provided that Canada Post is used for the return shipping.

Do I get reimbursed for shipping charges?

We are happy to refund all original and return shipping charges when it is our error.

How do I exchange a product I purchased online?

At this time, we are not able to process an immediate exchange; however, you can return the original order and place a new order on Shop.Hbc.com.

Security and Technical Information

Site security

To keep transactions and your personal information secure, Shop.Hbc.com uses the Secure Sockets Layer (SSL) protocol, which electronically encrypts any information you send to us. The encryption process protects information such as your credit card number, billing and shipping information, by scrambling the data before it is sent to us from your computer.

Rest assured that if you use your Hbc credit card, you are protected from paying for any charges that occur as a result of unauthorized or fraudulent use of your account number.

Browsers and Cookies

Our site is best viewed with Microsoft Internet Explorer 6.0+ or Firefox 2.0+.

Cookies are used to enhance certain features, such as saving and keeping track of your shopping basket. A "cookie" is a small piece of information that is temporarily stored with your web browser. Please see our cookies page which offers comprehensive information about cookies