Shipping & Returns

Standard 3-10 business days, depending on the location of your shipping address. Orders $99+ and over Free Orders $69+ and over with a Hudson's Bay Mastercard® Free Orders under $99 $12 Orders under $69 with a Hudson’s Bay Mastercard® $12

See In-Home Delivery below for details $99.99 and up

For orders shipped by The Bay Trusted Brand Partners, please enter your postal code on the product page to see estimated delivery times and rates as they vary by seller. Additional shipping fees may be applied to your order based on select products'; size and weight. These additional shipping charges will be displayed at checkout. Shipping fees are non-refundable. Orders with items sold by Hudson’s Bay* cannot be shipped to P.O. boxes. *Items sold and shipped with items from The Bay Trusted Brand Partners may be eligible for P.O.box deliveries.

You can now place an order, no minimum spend, on thebay.com and The Bay app to get your products delivered on the same day, or next day for $15. Same-Day Delivery is available seven days a week, for both residential and business customers, in select cities and postal codes.

Same Day Delivery and Next Day Delivery are available for select postal codes located in Toronto and Vancouver, subject to inventory availability. Orders placed before 12pm local time will be delivered on the same day by 9pm. Orders placed after 12pm local time will be delivered the next day by 9pm.

All Same-Day Delivery or Next Day Delivery returns will not be refunded the shipping costs. Please refer to our return policy for more details.

Frequently Asked Questions

Q: Are items sold by The Bay Trusted Brand Partners eligible for same day or next day delivery?

A: Items that are sold by The Bay Trusted Brand Partners are subject to their own shipping policies, and do not qualify for Hudson’s Bay shipping promotions.

Q: How do customers place a Same-Day Delivery order?

A: If a customer lives in an eligible postal code, and the store has the selected inventory in stock, the customer will be presented with a same-day delivery option at checkout.

Q: When will the Same-Day Delivery order arrive?

A: Same day orders will be delivered before 9pm local time, and next day orders will be delivered before 9pm local time the following day.

Q: How will the customer know the driver is on their way?

A: The Bay’s delivery partner will send a notification via SMS when the driver arrives at the pickup location, when the driver loads all the packages onto the vehicle and begins the route, and when the driver shipment is successfully delivered.

Q: What if the customer’s package is undeliverable?

A: In the rare case that there is no safe drop location, or there is an error in the address, the package will be deemed undeliverable. If this occurs, then the customer will receive a notification email indicating that the order will be available for pick up in a specific store for 7 days. After the 7 day period has expired the customer will be refunded for the items – shipping costs will not be refunded.

Q: How will the customer know the driver is on their way?

A: GoFor App will send notification via SMS when the driver arrives at the pickup location, when the driver loads all the packages onto the vehicle and begins the route, and when the driver shipment is successfully delivered.

Q: What if the customer’s package is undeliverable?

A: In the rare case that there is no safe drop location, or there is an error in the address, the package will be deemed undeliverable. Customers will receive a refund for undeliverable packages automatically.

Q: What does it mean when some of the items are unavailable?

A: If it is determined that items are unavailable as the order is being prepared, the customer will not be charged for the unavailable items.

Q: Who will be delivering the Same-Day Delivery order?

A: We offer Same-Day Delivery through our delivery partners in select areas across Canada. We recommend that customer’s be home to receive their order.

Q: What if the customer is not available when the delivery partner arrives?

A: The delivery partner will leave the order at the customer’s front door or lobby, and take a picture POD which can be accessed from the delivery partner’s website.

Q: What if the customer inputs the wrong delivery information?

A: Driver will follow the undeliverable process. Hudson's Bay will restock the items and refund the credit card.

Q: What can the customer do if the item delivered is faulty?

A: If the customer is unhappy with their purchase for any reason, they may return it with its original packaging to any Hudson’s Bay store, or ship it back to the warehouse with proof of purchase. Refunds and exchanges are not permitted after the allowable return period or without an original receipt.

Q: What can I do if some of my Same-Day Delivery items are missing?

A: Your order may ship from multiple locations. If a product is unavailable for Same-Day Delivery, the ineligible items will ship via express delivery. All items can be tracked in the order history page on thebay.com or on the The Bay App.

Q: What postal codes are eligible for Same Day and Next Day Delivery?

A: Eligible postal codes for Same Day Delivery and Next Day Delivery will be determined at checkout. If Same Day or Next Day Delivery is not a selectable shipping method then unfortunately the postal code is not eligible at this point in time.

Parcel Delivery

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.

In-Home Delivery

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 $99.99. 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.

Curbside 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.

Orders with items sold by Hudson’s Bay* cannot be shipped to P.O. boxes.

*Items sold and shipped with items from The Bay Trusted Brand Partners may be eligible for P.O.box deliveries.

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. Excludes items sold & shipped by The Bay Trusted Brand Partners DETAILS

Items sold by Hudson’s Bay* are eligible for FREE in-store returns. Items returned by mail will be charged a $12 fee, deducted from the order total.

Items sold by Hudson's Bay are eligible for FREE in-store returns. Take your items to a Hudson's Bay store** near you with the original receipt. Accepted forms of an original receipt include receipts obtained in store, online packing slips/order invoice and transactional emails.

Refunds and exchanges are not permitted after the allowable return period or without an original receipt. We currently do not accept curbside returns or exchanges.

*Items sold by The Bay Trusted Brand Partners are not eligible for in-store returns and all returns must be initiated through the seller. See The Bay Trusted Brand Partners section above for more details

**Items cannot be returned to Hudson's Bay Eglinton or Londonderry Clearance Outlet stores

All returns must include the original receipt. Accepted forms of an original receipt include receipts obtained in store, online packing slips/order invoice and transactional emails.

Final Sale

Clearance items purchased in-store or online labelled "final sale;" items 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.

14-Day Policy

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 only 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.

30-Day Policy

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 or order invoice, and transactional emails.

90 Days with Hudson’s Bay Credit

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

Non-Medical Face Masks

All non-medical face mask sales are final.

Baby Gear

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

Jewellery & Home Electronics

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.

Without a Receipt

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

Returns for items sold and shipped by The Bay Trusted Brand Partners Network must be initiated with the seller. These items cannot be returned at Hudson's Bay stores.

Each Trusted Brand Partner's return policy can be found on the product details page under the "Seller Return Policy"

To begin a return for these products: 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 “Orders & Returns” and choose the order with the product you wish to return
• Select “Start a Return” next to the product and complete the return process

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 process

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.

Returns / Exchanges

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

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

Damaged Items

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

Custom/Special Orders

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 Affirm are subject to The Bay’s standard return policy.

By mail: Once your return is received and processed by The Bay, your Affirm balance will be reduced or cancelled accordingly. If you have already made payments, those will be refunded to you by Affirm 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 The Bay's gift card. You will then be required to maintain your Affirm biweekly payments until the amount is paid off. If you choose to pay off the full balance, please contact Affirm.

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 to credit card.

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.

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 or items sold by Trusted brand Partners are 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.