How We're Taking Care and Staying Safe

We are practising industry leading health and safety precautions to ensure the safety of our Indigo family of customers and employees.

Our new health and safety measures include:

  • 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.
  • Our employees wear masks and we encourage customers to do the same.
  • Contactless curbside pickup is available at select stores.

FAQ

When will all your stores reopen?

All of our stores are now open with our new safety measures 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 Finder Page.

How are you keeping employees and customers safe?

The health and safety of our customers, employees and communities is our top priority. We are following all guidance from health authorities to ensure the safest shopping experience possible. We are continually reassessing these measures in consultation with the health authorities.

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 Finder Page.

Are you accepting cash?

In order to keep our customers and employees safe, we are strongly encouraging our customers to use contactless payment methods such as credit and debit cards that can tap, as well as gift cards. However, if you are paying with cash we do have one till set up that can support cash payments in all of our stores.

What is your return policy?

We’ve extended our return deadline until 30 days after the date your local store reopens, for any purchases on or after February 15, 2020. This applies to both in-store and online purchases, including curbside pickup orders.

Can I still ship to store?

In select markets, we are now offering Contactless Curbside Pickup, a safe way for our customers to pick up their Ship to Store orders. See list of participating stores.

Are you still offering Contactless Curbside Pickup?

Yes, select stores are offering Contactless Curbside pickup. For more details, see Contactless Curbside Pickup.

What is Contactless Curbside Pickup?

Contactless Curbside Pickup is a way for customers to pick up their Ship-to-Store and Express Pickup orders while following the strictest social distancing, or zero-contact procedures. It allows us to remain connected to our customers while providing the best of our product offering and thoughtful gifting needs, while maintaining safety measures.

For more details, see Contactless Curbside Pickup.

Can I still order online?

Yes! We remain dedicated to serving our customers at indigo.ca and through our Indigo app.

Are your Distribution Centres open?

Indigo is committed to meeting the needs of Canadian families with our curated assortment of books, educational materials, baby products, and more. The health and safety of our employees at our distribution centres is our top priority. We have implemented stringent measures and we are in close contact with health authorities to enact enhanced safety protocols as it relates to COVID-19.

How are you keeping Distribution Centre and Retail employees safe?

Our staff are our top priority and we are staying in close contact with health authorities to enact enhanced safety protocols, including staggered lunches, staggered work stations to maintain physical distancing, frequent disinfecting/sanitization of equipment, and increased hand washing. We are continually reassessing these measures in consultation with the health authorities.

How long will it take me to get my order? Are there delays with shipping?

We are taking every precaution to create a safe environment for our employees. Due to the impact of covid-19 we have implemented stringent physical distancing and additional health and safety protocols in our warehouses. As a result, processing orders may take longer than normal and we are currently experiencing longer delivery timeframes. For some shipments, delivery timeframes may be up to 2-3 days longer than expected. We are doing everything we can to get your orders to you as quickly as possible and will send you an email with all shipping and delivery information as soon as your order is on the way.

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 during the shipping 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. Due to the impact of covid-19 you may experience unforeseen delays in shipping; for a small percentage of shipments we are experiencing longer delivery timeframes by up to 3 days longer than expected.

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

Due to increased demand for certain products, and some vendors being currently closed due to covid-19, we may have a higher amount than usual of out-of-stock items. We are doing our best to restock these items as quickly as possible. We encourage you to return to indigo.ca to check on specific items.

How can I contact your customer service team?

We are dedicated to assisting our customers and are available through our email contact form at help.indigo.ca. With unanticipated demand and interruptions to our customer call centre, our customer service phone line is temporarily unavailable. We are experiencing higher than normal volumes, so you should expect to experience a delay in receiving a response, however, please be assured that we are answering all inquiries as quickly as possible. We truly appreciate your patience and understanding during this time.

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 help centre.