The Great Canadian Sale Preview. Up to 50% off selected items. Shop >

Our most common support topics

Our most common support questions

What shipping options are available?

For as low as $3.95 (non-refundable) you can have your order shipped to your choice of over 1400 catalogue locations across Canada. We will ship your order, directly to the address of your choice for as low as $7.95* to anywhere in Canada.see more

What is Sears return policy?

Refunds are credited back to the original tender type (debit transactions will be returned as cash) Items returned with a gift receipt will be issued a Sears Gift Card. When a Sears Gift Card cannot be issued, a credit to your credit card account or a cheque will be issuedsee more

I’m looking for parts for my product?

Whether your product is covered by warranty or not, Sears is here to help you protect your products, and to help you manage your busy life. Click to find out how to inquire about parts.see more

Back to customer support home

To speak with a Sears representative call 1-888-473-2772 8:00 am - 10 pm EST. It's currently 8:19 PM in our offices.

Top questions

  1. What is Sears return policy?

    Click here to view to our full returns policy 

  2. How do I return an item bought online?

     

    Online and catalogue items are to be returned in original packaging with proof of purchase. The following items can be used as proof of purchase: original receipt; gift receipt; or parcel tag.

     

  3. What is your return policy for Sears Outlet / Liquidation StoreI bought on item on sears.ca/outlet can I return it?

    All items are final sale. See local outlet store for details

  4. I bought on item on sears.ca/outlet can I return it?

    A receipt or proof of purchase is required for merchandise purchased on the sears.ca Outlet site. Purchases must be returned within 10 days of delivery/pickup of order and must have the tags attached, be in unused condition and be in the original packaging

Additional Information

Returns

Sears Satisfaction Guarantee

whats-best-return-policy

Refunds

Refunds

  • Refunds are credited back to the original tender type 
  • Items returned with a gift receipt will be issued a Sears Gift Card. When a Sears Gift Card cannot be issued, a credit to your credit card account or a cheque will be issued
  • Gift cards are non-refundable
  • Delivery, shipping, installation, set-up, promotional financing fees and other credit charges are non-refundable

Direct to You

  • For orders shipped directly to you, please complete the return form included with your order and attach the original receipt or proof of purchase
  • Use the return label provided with the initial shipment and return your shipment following instructions on the return form.
  • Or bring the merchandise you wish to return and the original packaging and proof of purchase to any of our catalogue locations for refund.
 

Receipts

Retail Locations:

  • If you’re missing your receipt, your Sears Financial
    Credit Card statement can be used as proof of purchase
  • Without a receipt, a store credit will be issued for the lowest selling price of the item offered within the past 60 days

Online or Catalogue:

  • Online and catalogue items are to be returned in original packaging with proof of purchase
  • The following items can be used as proof of purchase: original receipt; gift receipt; or parcel tag
  • Retail merchandise returned at a Catalogue Agent must have the original store receipt/proof of purchase; credit card statements cannot be used as proof of purchase
 

Exceptions & Exclusions

  • We do not accept returns on non-Sears Canada products
  • Bonus items must be returned together with the original purchase unless otherwise stated
  • The following items cannot be returned:
  • Seasonal items (e.g. Easter, Halloween, Christmas, etc.) after the event date
  • Perishable food products, vitamins and health supplements
  • Installed products, unless installed by a Sears technician
  • Customized products such as personalized jewellery, monogrammed towels, custom window coverings, altered items, etc.
  • Appliance floor models and furniture floor models

Electronics & Assisted Living

  • Returns will be accepted within 30 days when you use your Sears Financial Credit Card, or within 15 days with other methods of payment
  • Video games, software, CDs, DVDs and ink cartridges will only be accepted if items are unopened. In the event of a manufacturing defect, we will gladly exchange it for the identical item, if available

Home Décor

  • We are unable to accept returns on custom window coverings and blinds or monogrammed products (e.g. towels, sheets, holiday stockings, etc.)

Mattresses

  • At Sears we recognize the importance of a good night's sleep. To help you accomplish this we recommend you take a minimum of 30 nights as an adjustment period for your body to get used to the comfort and support of your new sleep set. If after 30 nights and within 365 nights of your delivery you feel that your bed is not as comfortable as you expected, and if you purchased a new mattress pad or mattress protector from Sears at the same time. Let us know and we will be happy to arrange ONE selection exchange for you.
  • Subsequent exchanges will not be permitted
  • Crib and floor model mattresses cannot be returned (final sale)
  • Free cancellation prior to the day of scheduled delivery
  • Once your item has been delivered, you may return it within 72 hours for a pick up fee of $75 where pick up is available

Specialty Services

  • Sears Optical, Sears Hearing Centre, Sears Portrait Studio, Alterations, Sears Hair Studio and Flowers by Sears offer a satisfaction guarantee; speak to an associate at the location for details
  • Sears Portrait Studio refunds are not available for portrait CDs, replacements only
  • Lindt® Shop offers exchanges only within 30 days on regular priced items or any sale items up to 50% off

sears.ca/outlet

  • A receipt or proof of purchase is required for merchandise purchased on the sears.ca Outlet site
  • Purchases must be returned within 10 days of delivery/pickup of order and must have the tags attached, be in unused condition and be in the original packaging

Apparel & Accessories

  • Women’s and men’s shapewear, swimwear, panties and underwear must be unworn, unopened and with original tags; swimwear must be returned with original hygienic liner
  • Tags must be attached on special occasion garments & dresses
  • Personalized jewellery, pierced earrings, toe rings, and monogrammed or engraved items cannot be returned (unless defective)
  • Fine jewellery and watches may be sent for authentication before refund is issued

Large Items** Return/Exchange (Major Appliances, Furniture, Outdoor Power Equipment, Seasonal Products & Fitness)

  • Free cancellation prior to the day of scheduled delivery
  • Exchanges free for 90 days when you use your Sears Financial™ credit card or 30 days with other methods of payment; delivery fees are non-refundable
  • Once your item has been delivered, you may return it within 72 hours for a fee of $75
  • Floor model clearance items are final sale
  • Custom furniture orders can be cancelled within 48 hours of order placement without a cancellation fee. No exchange or refund.
  • Floor models that are damaged in delivery may be returned for a refund (no exchanges)

Home Services – Parts

Please return parts to your local Parts and Service Branch or call your closest Return Facility†. Parts cannot be returned at catalogue agents.

The following items are non-refundable:

  • Installed electrical or electronic parts
  • Parts kits that are missing assembly components
  • Parts returned without a receipt or parts filling ticket
  • Shipping and service order charges

Gift Registry

  • Items returned with a gift receipt will be credited to a Sears Gift Card
  • Returns are to be made within 90 days from sales date or 30 days from the Registrant’s event date
  • Items returned without a gift receipt will be credited at the lowest selling price and credit will be issued on a Sears Gift Card
  • We are not able to accept the return of an entire gift list

Sears Outlet/Liquidation Store

  • All items are final sale. See local outlet store for details
 

Accommodation for Persons with a Disability

Return Deadlines

  • If a person with a disability is unable to return an item within the time period permitted for reasons related to the person’s disability, Sears will extend the applicable return deadline set out in this policy, including the deadline to cancel Custom Furniture orders, for a reasonable period of time.
  • Sears reserves the right to require the person requesting the extension to provide proof that they are/were not able to meet the return deadline for reasons related to a disability. Satisfactory proof of a disability is determined at the sole discretion of Sears management.

Photo Identification

  • If a person wth a disability can provide proof of identity satisfactory to Sears, the requirement of photo identification may be waived in order to receive a refund or exchange.
 

Alternate Formats

If you would like to receive our Returns Policy in an alternate format please contact us in any of the following ways and we would be pleased to discuss various options with you:

  1. Call us toll-free at 888-473-2772.
  2. If you have a hearing impairment and you have TTY equipment call 1-877-732-7710 and a customer service agent will be pleased to assist you.
  3. Fax us at 1-800-54-FAXIT (1-800-543-2948).
  4. Email us at returns@sears.ca
  5. Make your request in person at a Sears store nearest you.

Note on Fraud Prevention and Audits

In order to protect you from fraud, or for auditing purposes, we may ask you to provide us with your name, address and telephone number at the time of the return/refund. Valid photo ID may be required to confirm this information. This information is collected, used and retained in accordance with the Sears Privacy Policy.

 

*Some exceptions may apply

**Large Items

  • Major appliances include but are not limited to laundry equipment, stoves, cooktops, ovens, dishwashers, refrigerators, freezers, sewing machines, vacuum cleaners and floor care cleaners.
  • Furniture includes but is not limited to bedroom, upholstered and accent furniture, formal and casual dining, ready-to-assemble, ready-to-finish, patio, juvenile furniture, and baby furniture/crib mattresses.
  • Outdoor Power Equipment includes but is not limited to tractors, lawnmowers, snowblowers, generators and power washers.
  • Seasonal Merchandise includes but is not limited to pools, hot tubs, sheds, patio accessories, camping and sports equipment, bikes, seasonal décor, and food items (e.g. Christmas, Halloween and Easter).

†Parts Return Facility Contact Information

British Columbia: 1-866-310-0044 or  csdbc@sears.ca

Alberta, Saskatchewan, Manitoba, North West Territories, Yukon:
1-877-466-5151 or csdprairies@sears.ca

Ontario: 1-866-301-6114 or csdon@sears.ca

Quebec: 1-877-779-5876 or csdqc@sears.ca

Nova Scotia, New Brunswick, Newfoundland, P.E.I:1-877-899-5307 or csdatl@sears.ca

 

KidVantage

Lifetime Wear Out Warranty

The Lifetime Wear Out Warranty covers children's apparel and footwear as long as a child in the family continues to wear the size. If the item wears out, Sears will, at its option, either repair it or replace it with the identical item in the same size, or if it's unavailable, a similar item of equal value in the same size. It covers children's apparel sizes from infants up to 18, and footwear up to senior kids' size 6 . Proof of purchase required. The KidVantage® Wear Out Warranty does not apply to hosiery, underwear or any item sold at any Sears Outlet store or on the Outlet site at sears.ca

The Price Match Guarantee

Sears will not be undersold on any children’s apparel, footwear or nursery furniture
and juvenile products. We will match a competitor’s advertised price on identical
items within 30 days of purchase, or 90 days on purchases made with your Sears
FinancialTM Credit Card.

Price Match requests cannot be made at time of ordering; requests must be made in person. Bring in the local Canadian competitor’s current print advertisement showing a lower price for the identical national-brand item, and your original Sears sales receipt, to the nearest Sears catalogue location. Canadian website prices as offered by comparable competitors will be honoured when accompanied by a printout of the current website advertisement. If your request qualifies, you will be
refunded the difference in price. For C.O.D. orders (where accepted), cash will be refunded or a cheque will be mailed to your home address; for account purchases the refund will be handled by a credit to the account used (credit may appear on
the next statement that follows the statement showing the item purchase).

 

Price Match does NOT apply to Competitors:

  • clearance items or close-outs
  • advertising errors
  • after rebate or coupon discounted prices
  • timed specials or limited quantity offers
  • store opening specials
  • co-op or wholesale purchases
  • damaged or distressed products

Help us learn to serve you better

We welcome your suggestions and feedback. Take our brief survey and let us know what we can improve for you.

Take the survey

Buying guides

Helpful guides to help you find what you need while staying within your budget.

See buying guides

Find the perfect fit

Our fit and measurement guides make it easy to find the size that's right for you.

See the sizing guide

Talk to our departments

  • Sears

    On-line Support

    1-888-932-101524 hours
  • Sears

    Catalogue Orders

    1-888-932-101524 hours
  • Sears

    Sears Card

    1-800-265-36758:00 am – 9:00 pm EST
  • Sears

    Sears Home Services

    1-800-469-46637:00 am – 10:00 pm EST
  • Sears

    Sears Travel

    1-866-359-7327 7:00 am – 10:00 pm EST