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Are all of your stores open to the public?
To help keep our communities safe, our stores in Ontario
are temporarily closed to the public but still offering Contactless
Curbside Pickup. All of our other stores remain open with our
enhanced safety protocols in place.
Our top priority remains the health and safety of our
customers, employees and communities. Store hours may vary at this
time. To find more information on your local store, please visit our
store locator page.
To help keep our communities safe, our stores in Ontario are
temporarily closed. Contactless Curbside Pickup available at
select locations.
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Why have you made masks mandatory?
As an organization, we are doing all we can during these challenging
times to uphold our duty to keep our employees and our customers safe
-- both so that we can keep everyone healthy and so that we can stay
open to continue to serve our customers. We have leading health and
safety protocols in place and are committed to following the guidance
from local public health authorities.
The leading health authorities agree that masks, when worn properly,
are currently one of the most effective measures to suppress
transmission of COVID-19, along with social distancing and hand
sanitizing. In keeping with our continued commitment to our employees
and customers, we have made the decision to meet or exceed provincial
or municipal requirements across Canada, mandating cloth masks
covering the nose and mouth in-store for all of employees and
customers, aside from those under the age of two.
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Do you have requirements regarding which kind of masks are accepted
in-store?
In line with regional and provincial requirements, and in consultation
with medical professionals, in-store customers must wear non-medical
disposable masks or cloth masks that are made of a tightly woven
fabric material, that completely and comfortably covers the nose,
mouth and chin. Other forms of face coverings are not accepted. To see
Health Canada’s guidelines on the effectiveness of various types of
masks and face coverings, please visit
canada.ca.
We offer disposable masks for those who would like to enter the store
and don’t have a mask with them.
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What accommodations will you offer to those who cannot shop in store?
We recognize that access to our store is more limited during the
covid-19 pandemic, but we are dedicated to serving our customers, and
continue to offer a variety of accommodations to fully serve those who
can't wear masks. These accommodations include (i) shopping online and
delivery to home with Indigo at
www.indigo.ca; (ii) curbside pickup where you place your order online and come to
the front of the store to pick up your order; and (iii) our new
partnership with Instacart in select markets where they'll deliver
your order to your door.
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Does this policy apply across the country?
While this is our national policy, our Quebec mask policy aligns with
the provincial government decree mandating that store access be
provided for those customers with mask exemptions, including allowing
those under 10 and with a medical exemption.
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How are you keeping employees and customers safe?
The health and safety of our customers, employees and communities is
our top priority. We’re staying in close contact with health
authorities to enact enhanced safety protocols, including limited
staffing in stores to maintain physical distancing, providing PPE to
all of our staff, frequent disinfecting/sanitization of common
surfaces in store, and increased hand washing. We’re continually
reassessing these measures in consultation with the health
authorities.
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What are your store hours?
Our stores will be operating on reduced hours at this time. To find
your local store hours, please visit our
store locator page.
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Are you accepting cash?
If you want to pay with cash, we can process cash payments in all of
our stores. However, to keep our customers and employees safe, we’re
strongly encouraging our customers to use contactless payment methods
such as credit and debit cards that can tap, as well as gift cards.
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What is your return policy?
Items purchased in one our stores can be returned to or exchanged in
any location currently open to the public within 30 days from the date
of purchase, if returned in store-bought condition with a receipt.
Most items purchased online can be returned for a
full refund up to 30 days from the shipping date.
At this time, we cannot accommodate returns or exchanges at stores in
regions that are currently closed to the public due to COVID-19.
However, exceptions will be made to accept returns of online orders
within 30 days of your store’s reopening.