Shipping & Returns

Delivered by postal carriers and available for standard-size merchandise, including apparel, shoes, cosmetics and fragrances, etc. Unless otherwise specified, all orders are parcel delivered.

How and when will my purchase be delivered?
Items that are eligible for in-home delivery will be delivered to your home (or you may choose the “Curbside Delivery” option if you wish). The associate assisting you with your purchase will inform you of the delivery options available in your region and a window in which your product will arrive. This service is booked when purchasing either through our call centre at 1-888-257-6784 or in-store.

How are shipping and delivery charges calculated?
Our in-home delivery service starts at $74.99. Additional shipping and delivery charges may be applied if your address is outside our local delivery area; fees are calculated based on the number of kilometres it takes to reach your location. (Note: If your address is located in an urban area within close proximity of a Hudson’s Bay Store it will most likely be considered within our local delivery area.)

In-home delivery fees apply to orders placed both in store and through our call centre. Before you place an order, the associate assisting you with your purchase will be able to advise on the cost and scope of the in-home delivery. With mattress orders, if you choose to purchase our Total Guard protection plan, you will receive free in-home delivery.

Select large items available for purchase through thebay.com which are not eligible for in-home delivery, including select furniture, major appliances, barbecues, select patio furniture, fitness equipment and select outdoor play, will be delivered to the curb at the end of your driveway or to an accessible location outside your home by a third party freight forwarder. Even if your item is eligible for in-home delivery, you may still choose this “Curbside Delivery” option.

Items will be unloaded by the delivery driver and left on the driveway or at an accessible location outside your home. In the event of an unsuccessful first delivery, a representative from our shipping service will call you to arrange a new delivery date. Upon delivery, please inspect your items and make note of any damages on the delivery receipt. Should you choose to refuse delivery due to damages, please write “Refused due to damages” on the delivery receipt.

Orders will be delivered Monday to Friday between 9 a.m. and 6 p.m. Please note, a signature is required for every delivery.

Departments Excluded from Free Shipping include furniture, mattresses, major home appliances and accessories, barbecues and canoes. Book these through our call centre at 1-888-257-6784.

Fragrances are excluded from Express shipping due to air safety regulations. Please place a separate order for fragrance purchases should you choose to select Express for your other eligible items. Orders that are filled by our vendor partners are also excluded from Express shipping.

For customers that have placed a “Shop Online, Pick Up In Store” order through thebay.com, curbside pickup is now available daily from 11 a.m. to 5 p.m. To confirm the store’s pickup location, please call your selected store or refer to signs at the entrances directing you to where curbside pickup is located. DETAILS

Items that are sold by Marketplace sellers cannot be returned at any Hudson’s Bay stores. All Marketplace returns must be initiated through your Hudson's Bay account, and mailed to the Marketplace seller directly.

Charges may apply for shipping and returns and vary by Marketplace seller

To begin a return for a Marketplace product:
Log into your Hudson’s Bay account or “Check Order Status” (order number and postal code required if you placed your order as a guest.)

Logged in to your Hudson’s Bay Account?

• - Go to “Order History” and choose the order with the product you wish to return
• - Select “Start a Return” next to the product and complete the return form

Once submitted, the seller will contact you.

Checked out as a guest?

• - Get your order number and postal code ready
• - Select “Check Order Status”
• - Select “Start a Return” next to the product and complete the return form

Once submitted, the seller will contact you.

We’ve extended our return and exchange policy items sold and shipped by The Bay, made on October 15, 2021 or later. This means you now have until January 15, 2022 (or up to 90 days* past the date of your purchase, whichever comes later) to make a return or exchange**

*Please refer to our Free Returns dropdown below for more details on our policy. **Standard return policy still applies.

Items sold by Hudson’s Bay* are eligible for FREE RETURNS online and in store.

*Items sold by Marketplace sellers are subject to their own shipping and return policies, and do not qualify for Hudson’s Bay shipping and return promotions. FIND OUT MORE

Effective May 4, 2021, customers returning items purchased using the Hudson's Bay Credit Card or Hudson's Bay Mastercard issued by Capital One will be refunded to a Hudson's Bay gift card.

Please note, our Winnipeg Downtown, Edmonton City Centre and Dorval (Les Jardins) locations are no longer accepting returns and/or exchanges.

If you’re unhappy with your purchase for any reason, you may return it with its original packaging to any Hudson's Bay store open for in-store shopping, or ship it back to our warehouse with original receipt. Refunds and exchanges are not permitted after the allowable return period or without an original receipt. Accepted forms of an original receipt include receipts obtained in store, online packing slips/order invoice and transactional emails.

Curbside returns or exchanges are not being accepted at this time.

Select large items available for purchase through thebay.com and which are not eligible for in-home delivery, including select furniture, mattresses, major appliances, barbecues, select patio furniture, fitness equipment and select outdoor play, may be returned within *14 days for a refund issued to the original tender. After 14 days, these items become final sale. Please note, there is no extended return policy for items purchased with a Hudson’s Bay Mastercard.

Please ask your store associate whether your desired item is eligible for return/exchange prior to completing your purchase.

Standard-size merchandise (received via Parcel Delivery) may be returned within up to *30 days of purchase for a refund issued to the original tender with your original receipt. Accepted forms of an original receipt include receipts obtained in store, online packing slips/order invoice and transactional emails.

If you purchased your standard-size merchandise with a Hudson’s Bay Mastercard, you have within up to *90 days to receive a full refund on your card with your original receipt. Accepted forms of an original receipt include receipts obtained in store, online packing slips/order invoice and transactional emails.

All non-medical face mask sales are final.

All baby gear products must be returned unopened and in their original packing. All car seat and breast pump sales are final.

Jewellery and home electronics may only be returned within up to 30 days after purchase and become final sale after this time period.

Casper
Returns or exchanges on Casper mattresses can be done in store if the item is unopened, undamaged and in the original packaging. If the item is opened or the box is damaged, please call Customer Care at 1-800-521-2364.

Refunds and exchanges are not permitted after the allowable return period or without an original receipt.

Clearance items labelled "final sale" with prices ending in $.96, underwear and swimwear (without the hygiene liner), car seats, breast pumps and face coverings are final sale. These are not eligible for a refund, exchange or store credit.

How to Return Standard-Size Merchandise (received via Parcel Delivery)

IN-STORE

Bring the item(s) you would like to return to any Hudson’s Bay store with the tags attached, along with one of the following forms of proof of purchase:

• Original receipt
• Gift receipt
• Order invoice

For audit purposes please provide the following:

• Name
• Address
• Telephone Number
• Valid Photo ID

If you would like to exchange the item instead, one of our store associates will be happy to help you find what you’re looking for.

BY MAIL

1. Locate Your Order Number

You can find your order number in one of the below locations. Once you do, you’ll be able to start your return.

• The top right corner of your packing slip
• The subject line of your shipping confirmation email
• Your order history (which you can find in your account on thebay.com)

2. Prepare Your Package

• Securely pack your items (in the original packaging if possible) and include your proof of purchase.
• Attach the shipping label we helped you create and make sure no other labels are showing on your package

3. Ship It

Once your package is ready, ship it back to us via the mail service provider your shipping label specifies, either Purolator, Canada Post or UPS

Drop off the package at your closest Purolator.

Give the package to your Canada Post mail carrier or find your closest post office.

4. Track It

You can track the status of your return in your return confirmation email. Please allow 10–14 business days for the processing of your return by mail. After we’ve processed the return, refunds to the original tender can take up to one week to be credited back to your account.

Items purchased online through thebay.com that were originally delivered to your curb by a third party freight forwarder (select furniture, major appliances, barbecues, select patio furniture, fitness equipment and select outdoor play) that are returned within 14 days of purchase are eligible for a refund that will be applied to the original tender.

Returned items must be packaged and available for pickup in the same manner in which they were delivered. Returns on unwanted items delivered by our curbside delivery freight carrier service are subject to a $100 restocking fee. Items cannot be returned to a store. To arrange for pickup, please call our Customer Service Team at 1-800-521-2364 with your order number ready.

**Please note that returns and exchanges of major home purchases ordered through our call centre (select furniture, mattresses, major appliances and select patio) are temporarily suspended.

Please ask a sales associate whether your desired item is eligible for return/exchange prior to completing your purchase.

We accept exchanges or returns on most undamaged major home purchases within 14 days of pick up or home delivery.

All returns and exchanges are subject to a 20% restocking fee. Delivery and installation fees are non-refundable. Any returned amount will be applied to the original tender. Original receipts are required for exchanges or returns.

For mattresses and box springs, we offer a Sleep Comfort Guarantee: after a 30-day in-home adjustment period, but prior to 61 days from the date of delivery of your mattress and/or box spring, we will provide you with a one-time exchange to correct comfort issues, whether for mattress comfort or box spring height. Please note that delivery charges will apply to your new selection.

Special orders are final sale and not eligible for return or exchange. We allow a grace period of 48 hours from the time of purchase to cancel or change your order without penalty.

If any products are damaged and/or defective, call customer service within 48 hours of receipt. We will arrange for the item to be repaired. If it cannot be repaired, we will provide an exact replacement. If an exact replacement is unavailable, we will offer you a reselection of the same value.

For information about how Hudson’s Bay collects, uses and discloses your personal information, please view our privacy policy at hbc.com/privacy

For any other inquiries, please contact our Customer Care at 1-866-809-8210

RETURN AND EXCHANGE POLICY EXCLUDES “FINAL SALE” ITEMS, FLOOR MODEL MERCHANDISE AND CLEARANCE ITEMS WITH PRICES ENDING IN $.96."

Please ask a sales associate whether your desired item is eligible for return/exchange prior to completing your purchase.

Fees for delivery, shipping and installation are non-refundable, and all returns may be subject to a 20% restocking fee.

Damages on home-delivered items must be reported no later than 24 hours after delivery by calling 1-866-809-8210.

Custom/Special ordered furniture is final sale and not eligible for a return or exchange. However, you may cancel or change your custom ordered furniture within 48 hours of the sale date to receive a full refund.

Purchases made using PayBright are subject to Hudson’s Bay’s standard return policy.

By mail: Once your return is received and processed by Hudson’s Bay, your PayBright balance will be reduced or cancelled accordingly. If you have already made payments, those will be refunded to you by PayBright to your original method of payment. Click here to start a return.

In store: When you return your purchase within our standard return policy, the entire order will be refunded to a Hudson’s Bay gift card. You will then be required to maintain your PayBright biweekly payments until the amount is paid off. If you choose to pay off the full balance, please contact PayBright.

There are no fees for using PayPal. If you purchased an item using PayPal and are returning it via Canada Post, your PayPal account will be credited. For any price adjustments via PayPal, you will receive the adjusted amount on a Hudson’s Bay gift card. As our stores do not accept PayPal as tender, any PayPal purchases returned in store will be refunded as cash.

Mattresses and/or box springs may be returned within 14 days of delivery as long as they're undamaged and in the original packaging.

Otherwise, after a 30-day in-home adjustment period, but prior to 61 days from the date of delivery of your mattress and/or box spring, Hudson’s Bay will gladly provide you with a one-time exchange to correct comfort issues, whether for mattress comfort or box spring height. Please note that delivery charges will apply to your new selection.

Casper: Customers who wish to return or exchange a Casper mattress may do so in store as long as the item is unopened, undamaged and in the original packaging. Refunds and exchanges are not permitted after the allowable return period or without an original receipt. Accepted forms of an original receipt include receipts obtained in store, online packing slips/order invoice and transactional emails.

If the item is opened or the box is damaged, please call Customer Care at 1-800-521-2364.

Price adjustments will be made within 7 days of purchase, as long as the original receipt is provided and the items weren't purchased on clearance. Clearance merchandise is not eligible for price adjustments. If merchandise is returned with an enclosed gift receipt, a refund will be issued on a Hudson’s Bay gift card.

If you’re unsatisfied with your purchase and wish to exchange it, you may return it in based on the conditions of our return policy, then call 1-800-521-2364 with your original order number and we'll be happy to replace it for you. Refunds and exchanges are not permitted after the return period deadline. Please see in store for other exceptions and more details.