A statement from Heather Reisman,
Indigo’s CEO & Chief Booklover

To our valued Indigo community,

At Indigo, we exist to bring a little joy to our customers’ lives, but there’s never been a more challenging time to bring this to life. Throughout the pandemic we’ve led with employee and customer safety at the heart of every decision, grounded in facts and science, even when those decisions were hard.

As case counts drop and vaccination rates increase, government mandated restrictions are beginning to lift across the country, and we are thrilled to be able to welcome you back to our stores!

This is the day we’ve all been waiting for, but it does naturally come with some caution. We will be thoughtfully loosening our own protocols as we reopen our stores, while maintaining strict health and safety practices.

Over the last several months, we’ve mandated that everyone who enters our stores must wear a medical/non-medical disposable mask, except for those under 2 years of age. We will continue to mandate the use of medical/non-medical disposable masks for all our customers until provincial indoor mask mandates are lifted.

As provincial mandates are lifted, we will also relax our mandate to be consistent with government regulations. Although, while we won’t be requiring masks, we would prefer that our customers continue to wear them until the threat of COVID is behind us. Please ensure you check the mask requirements in your province.

As we have over the last several months, we will continue to offer accommodations to those who cannot shop in-store. 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.

We will continue to monitor the situation closely and will remain nimble to provide you with the best possible shopping experience, whether you visit us in-store or online.

As always, we appreciate your cooperation and understanding.

Heather Reisman's signature

Heather Reisman

CEO, Indigo Books & Music Inc.


How We're Taking Care and Staying Safe

As we recover from COVID-19, our health and safety measures will always meet or exceed provincial guidelines:

  • Limiting our store capacity and practising physical distancing in-store.
  • Enhanced cleaning protocols, including regular disinfecting and sanitizing of high touch surfaces and equipment.
  • Providing hand sanitizer in-store and encouraging customers to use it upon entrance.
  • Contactless payment methods strongly encouraged.
  • Using acrylic protective shields at all cash registers.
  • We encourage you to download our app to assist you with in-store searches.
  • Masks are mandatory for all employees and customers unless the provincial government has lifted indoor mask mandates. As restrictions lift, we continue to prefer you wear a mask, although it won’t be mandated.
  • Contactless curbside pickup is available at select stores.

FAQ

  • Are all of your stores open to the public?

    We are thrilled to welcome our customers back to all our all Indigo + Chapters stores, which are now open with limited capacity (with the exception of stores that do not have street entrance). Contactless Curbside Pickup available at select locations.

  • Why have you made masks mandatory?

    We remain committed to doing all we can to keep our employees and customers safe, especially now that Canada is experiencing a third wave of COVID-19 cases and with the emergence of additional variants. This has meant evolving our policies as new information regarding COVID-19 becomes available. We’ve made the decision to meet or exceed provincial or municipal requirements across Canada, mandating cloth masks to be worn in-store for all employees and customers, aside from those under the age of two.

  • What accommodations will you offer to those who cannot shop in store?

    We’re dedicated to serving our customers under these unique circumstances 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.

  • 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.

  • What are your store hours?

    To find your local store hours, please visit our store locator page.

  • 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.

  • 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.

    We will continue to stay flexible and if a region moves into lockdown, we will not be able to accommodate returns or exchanges at those stores. However, exceptions will be made to accept returns of online orders within 30 days of your store’s reopening.

Can I still pick up my order in store?

Yes, in most cases for items currently in stock, you can pick up your items the same day you order them. Almost all other items can be shipped to your nearest store location within 3-7 days.

I live in a condo/apartment. Will my deliveries still be delivered to my door?

With new COVID guidelines in place to protect our partner carriers, when delivering to apartments, parcels will not be brought up to the apartment door. Carriers will leave parcels in the lobby if they can gain access to the building with a buzz code or are let in by the tenant. If they can’t access the building, parcels will be delivered to a pickup location.

Are you still offering Contactless Curbside Pickup?

Yes, we’re continuing to offer Contactless Curbside Pickup in select locations, which is a safe alternative for our customers to pick up their orders. For more details, see Contactless Curbside Pickup.

Where is my order? How can I check?

You’ll receive email updates when your order is received, and when your items are shipped. You should also expect updates through the delivery journey from our doors to yours. These emails will link directly to tracking information for your package(s). Visit www.indigo.ca/track to quickly view tracking for any of your orders.

The item I want is out of stock, when will it be restocked?

Due to increased demand for certain products at certain busier times of year, we might have a higher-than-usual amount of out-of-stock items. We’re doing our best to restock these items as quickly as possible. We encourage you to use our Back in Stock alerts feature and to return to indigo.ca to check on specific items.

How can I contact your customer service team?

For assistance, our Live Chat team is standing by for you from 9 am to midnight (Eastern), or you can ask a question to our Digital Assistant at any time! With high demand anticipated during this Holiday season, please be assured that we’re answering all inquiries as quickly as possible. We truly appreciate your patience and understanding during this time.

Why is food and drink consumption not permitted in stores?

The health and safety of our customers, employees and communities is our top priority. Face masks are mandatory for both customers and employees in our stores. As such, we kindly ask that customers refrain from consuming their food or beverages to ensure that masks are worn at all times. We appreciate your help in keeping everyone safe and healthy.

As mask mandates lift, we will begin to allow food and drink in our stores again. We appreciate your cooperation and understanding.


Still Have Questions?

Please visit help.indigo.ca to browse our Help Articles and if you have any other questions or wish to send us your feedback, please use our Contact Us page.

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