FREQUENTLY ASKED QUESTIONS

How may we help you?

Please contact our customer service representatives at 1-800-521-2364 if you can't find the answer to your question on this web page. Give them a call Monday through Saturday 8am – midnight ET, and Sunday 9am-10pm ET. They're always pleased to help.

Thank you for shopping at thebay.com. We hope to welcome you often.


Contents:

PAYMENT METHODS
ORDERS
SHIPPING AND HANDLING

RETURNS, EXCHANGES & CREDITS PRICING POLICY
GIFT CARDS
PRODUCT INQUIRIES



PAYMENT METHODS

Q: Which method of payments do you accept?
A: We accept:


Q: How many methods of payment can I use in my order?
A: For Credit purchases, you may only use one Credit Card.


For Gift Card use online you may use up to two Gift Cards and one additional form of payment: Hudson’s Bay MasterCard, Hudson’s Bay Credit Card, or credit. PayPal may NOT be used as an additional form of payment.


When using PayPal, you may not use any additional method of payment.


Q: When will I be charged for my order?
A: When you place an order, Hudson’s Bay authorizes your credit card to make sure sufficient credit is available. A hold is placed on funds equal to your order until the order is shipped. When the order is shipped, that is when your card will be charged.


Some items in your order may ship from one of our stores and will arrive in a separate package. You will receive a different shipment confirmation email that will include tracking information for each package. In the event that your shipment is sent in multiple packages, you will be charged for each item, as it ships.


Q: How can I use my gift card?
A: For Gift Card use in-store, please present the Gift Card to the sales person as your payment type. If your purchase exceeds the amount of your Gift Card, you may pay the balance with one additional Gift Card and/or one additional form of payment: Hudson’s Bay MasterCard, Hudson’s Bay Credit Card, cash, credit or debit Card.


For Gift Card use online, please proceed through Checkout. Select Gift Card as your payment type. If your online purchase exceeds the amount of your Gift Card, you may pay the balance with one additional Gift Card and/or one additional form of payment: Hudson’s Bay MasterCard, Hudson’s Bay Credit Card, or credit. PayPal may NOT be used as an additional form of payment.


Q: How can I use my virtual gift card?
A: Virtual Gift Cards can be printed and redeemed at any Hudson’s Bay, Hudson’s Bay Outlet, Home Outfitters and Zellers store. The print-out of your Virtual Gift Card must contain a complete barcode to be valid when making an in-store purchase. If you do not see a barcode displayed in your Virtual Gift Card e-mail, please enable your e-mail browser to display images before printing.


For Virtual Gift Card use in-store, please present the Gift Card to the sales person as your payment type. If your purchase exceeds the amount of your Gift Card, you may pay the balance with one additional Gift Card and/or one additional form of payment: Hudson’s Bay MasterCard, Hudson’s Bay Credit Card, cash, credit or debit Card.


For Virtual Gift Card use online, please proceed through Checkout. Select Gift Card as your payment type. Simply enter the Virtual Gift Card number and PIN# during the checkout process. If your online purchase exceeds the amount of your Gift Card, you may pay the balance with one additional Gift Card and/or one additional form of payment: Hudson’s Bay MasterCard Hudson’s Bay Credit Card, or credit. PayPal may NOT be used as an additional form of payment. PayPal may NOT be used as an additional form of payment.


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ORDERS

Q: Will tax be applied to my order?
A: Yes, thebay.com is required by law to charge applicable sales tax. Tax is based on the destination of your order and nature of the product and will be calculated at time of checkout.


Q: What if I am eligible for a tax exemption?
A: If you qualify for a tax exemption, please continue to place your order. Once it's complete call 1-800-521-2364 with your order number and tax exemption information. We will be happy to forward your order for a tax credit.


Q: Can I place my order through email?
A: While we are unable to place your order via email, you can place your order by phone with a customer service representative. Please call 1-800-521-2364. Follow this link to see Hours of operation.

Q: How can I cancel or change my order?
A: Unfortunately, once an order has been placed, it cannot be cancelled or changed because we begin processing it immediately. For further inquiries please call us at 1-800-521-2364. Please have your order number ready when you call. You may find additional information to help with this question in the "Returns. Exchanges & Credits" section of this document.

Q: How do I check the status of my order?
A: We provide information on the status of your order automatically. You don't have to do a thing! You will receive an email confirmation after your order is received and again when it is processed and shipped.


Q: How do I track my package?
A: When your order ships, you will receive an email notification that contains the tracking number for your package(s). You can also track your order online or by calling 1-800-521-2364. Please have your order number ready when you call.


Q: When I add an item to my shopping bag, does it guarantee I have the item?
A: We strive to maintain accurate inventory records but the item is not guaranteed to be available for sale until you checkout your order. Placing an item into your shopping bag does not reserve the item, and the item could sell out if other customers place additional orders for the product before you check out. If we discover inventory discrepancies, we may cancel an item or cancel an order if we are unable to fulfill it. In this case, we'll notify you by email that we were unable to ship a specific item you have ordered [and your account will not be charged or will be credited].


Q: I have received notification that my order is out of stock. What happens next?
A: Your account will not been charged and the order has been cancelled. We apologize for any inconvenience this causes. If you are interested in placing another order, you can email us, or call 1-800-521-2364. Follow this link to see Hours of operation.


Q: Do you offer gift wrap?
A: We will gladly wrap your orders as gifts for a nominal fee of $5.95 per item. In the rare instance that the gift-wrap you choose is unavailable; another wrap that best suits your choice will be substituted. Please note that gift wrap is not available for certain items (including Christmas trees, luggage, vacuums, select small appliances and bedding). For further details and exclusions, please call customer service at 1-800-521-2364.


Q: Can I add multiple gift items to one gift box?
A: Each item will be gift wrapped separately. Currently our system cannot provide an option to place multiple items in one gift box.


Q: When purchasing multiple items, how do I know what's in each gift-wrapped box?
A: We will number the items on the invoice and put stickers with corresponding numbers on the boxes.

Q: Is there a smartphone-friendly version of the website?
A: We are developing a smartphone-friendly version of thebay.com. We'll let you know when it's ready to use.


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SHIPPING AND HANDLING


Q: How long does it take to ship my order?
A: The majority of orders placed before 1:00pm ET will ship the same business day.


Q: When will I receive my order?

Please Note: Some items in your order may ship from one of our stores and will arrive in a separate package. You will receive a separate shipment confirmation email that will include tracking information for each package.



Standard Shipping: within 1-7 business days when order is placed by 1pm ET
Express Shipping: within 1-3 business days when order is placed by 1pm ET
Next Day Shipping: within one business day when order is placed by 1pm ET
Allow extra time for deliveries to non-major centres and remote locations. Shipping times may be also impacted by weather conditions and other uncontrollable factors.

Q: Can you ship my order outside of Canada?
A: At this time, we do not ship outside of Canada.


Q: Can you ship my order to a Post Office Box?
A: At this time, we are unable to bill to or ship to Post Office Boxes. We appreciate your business and apologize for any inconvenience this may cause.


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RETURN, EXCHANGES & CREDITS


Q: What is your return and exchange policy?

A: Please read our Free Shipping and Easy Returns page.


Q: How can I return merchandise?
A: If for any reason you find yourself unsatisfied with your purchase, thebay.com provides its customers with easy returns. With easy returns, items purchased online can be returned to any Bay store provided the merchandise is in its original packaging and proof of purchase is presented. For more information on our Returns Policy, please click here":http://www.thebay.com/eng/customerservice/returns.cfm


If you wish to return any merchandise by mail, you are responsible for the cost of the delivery service -complete the following steps to return an item by mail:


Attn: Scarborough Warehouse
100 Metropolitan Road
Scarborough, ON M1R 5A2


Q: What if I've received merchandise in error or received damaged merchandise?
A: We strive to maintain a high level of accuracy in our shipments and make every effort to ensure your order reaches you in perfect condition. However, if you've received an item in error or find that it's damaged, please contact customer service at 1-800-521-2364. They will guide you through the process of pre-authorizing the return at our expense and the step-by-step guide is also provided below:


Q: I have returned an item. When will I receive the credit?
A: You will receive an email notification when your return is processed and any refunds will be issued to your original method of payment. Credits to your HBC Credit Card can take up to 3 business days to appear on your statement of account after we have received the item(s) you've returned. If you used a major credit card, the refund can take 5-7 business days to appear on your statement of account.


Q: How can I exchange an item from my order?
A: You can exchange your item in any Bay store if the item is available for purchase at that location. Otherwise you can return your item in-store or online and call 1-800-521-2364 and we can place a new order for you for the exchanged item and provide you with free shipping on your new order. (customer pays for return shipping unless item is damaged/defective) For more information on our Returns Policy, please click here":http://www.thebay.com/eng/customerservice/returns.cfm


Q: Are returns accepted for swimwear, intimates and jewellery?
A: Swimwear: Your original receipt must accompany your returned item(s) to process your refund. All swimwear must be in their original state, with all tickets attached, hygienic strip still secured and deemed by thebay.com to be unworn / unlaundered / undamaged before they can be accepted for a refund.

Intimates: Your original receipt must accompany your returned item(s) to process your refund. All items must be in their original state, original packaging with all tickets attached and deemed by thebay.com to be unworn / unlaundered / undamaged before they can be accepted for a refund.

Fine Jewellery and watches: Your original receipt must accompany your returned item(s) to process your refund. Fine jewellery and watches will only be accepted in the original packaging with all warranty cards and instructions included and deemed by thebay.com to be unworn / undamaged before they can be accepted for a refund.
Note for Fine Jewellery: Items may also be sent for authentication before the refund is issued.


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PRICING POLICY

Q: What is your pricing policy?
A: We strive for accuracy in our advertising. There are times, however, when errors occur in product descriptions, pricing and availability. We reserve the right to limit orders if inventory runs low due to overwhelming orders. We reserve the right to correct any typographical errors, inaccuracies or omissions at any time without prior notice, including after an order has been submitted. We apologize for the inconvenience this may cause.

Q: What is your price adjustment policy?
A:Price adjustments can be made with a receipt within seven days of the original date of purchase. A price adjustment will not be made for clearance merchandise or for certain sales and promotions such as One Day Sales and Flash Sales. To obtain a price adjustment please call us at 1-800-521-2364 within seven days of the date of your order. Please be sure to have your order receipt available.

Q: What is the difference between sale and clearance prices?

A: A sale price indicates a price reduced from our regular price for a limited time and the item will return to its original price. Our regular prices are displayed in black type under the picture of each item. Sale prices are shown in red under our regular price.


A clearance price is reduced from the original selling price and the item will not return to its original price. Clearance prices are displayed in black type. All clearance items exist in our clearance categories. Clearance items might exist in other categories but will always also exist in the clearance categories.


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CREDIT INQUIRIES

Q: How do I apply for an HBC Credit Card or an HBC MasterCard?
A: You can apply for an HBC Credit Card or an HBC MasterCard at one of our stores, or online. Please follow this link for more information.


Q: How do I contact the credit department?
A: You may call 1-800-263-2599 with further questions about your account. Please have your account number ready when you call.


 

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GIFT CARDS

Q: How do I check the balance on an HBC Gift Card?
A: You can check the balance on a Hudson’s Bay Gift Card online, or with any sales associate in any one of our stores. You may also call 1-800-521-2364.

Q: How do I make a purchase with an HBC Gift Card?
You can make a purchase with a gift card in-store and online. To redeem a gift card in-store, please present the gift card to the cashier as your payment method. If the purchase exceeds the value of your gift card, you may pay the balance with one additional gift card and one additional payment type.


To redeem a gift card online, proceed to checkout and select gift card as your payment type. To ensure security for online orders, you must input the PIN# that is located on the back of the card in the silver scratch box. If your purchase exceeds the value of your gift card you may pay the balance with one additional payment method.


Q: How do I return an item I purchased with a Hudson’s Bay Gift Card?
A: Item’s returned within 30 days of purchase that are unused with the original receipt will have the value placed back on a gift card. If you used an additional method of payment to pay the remainder value of an item, the portion applied from gift card will be returned to a gift card and the portion applied from an additional payment type will be applied to its original tender.

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PRODUCT INQUIRIES

Q: How do I find an item that was advertised or was something I saw at the store?
A: Some items are available in-store only. If you are unable to find an item online, please visit a location of Hudson's Bay where a sales associate will be happy to assist you.


Q: Is all the merchandise that is available at a Hudson's Bay stores also available online?
A: Not all merchandise in our stores is available online, but thebay.com offers a wide selection of merchandise that just keeps growing. Visit often to be aware of the latest additions and, if you haven't already done so, sign up to receive email news of sales and other fantastic offers available in store and online at thebay.com.


Q: I cannot find the item I am looking for. How do I search for it?
A: There are several ways you can search for items on thebay.com.


Happy searching and happy shopping!


Q: Do you have size charts for apparel on the site?
A: Some size charts are available for apparel. Size charts vary by designer, so be sure to look for the size you want on the specific product page. If available, size information is located on the second tab called "Customer Care," above the item's name, or you may find size and length details in a "Product Description" area located beneath the "Product" and "Customer Care" information on the right of the page.