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Sears customer support phone numbers

Please speak with one of our departments during operation hours. It's currently 3:48 PM in our offices.

On-line Support24 hours1-888-932-1015
Catalogue Orders24 hours1-888-932-1015
Home Improvement ServicesMon-Sun 8:00am - 8:00pm EST1-800-469-4663
Protection AgreementsMon - Fri 7:30am - 10:00pm, Sat 8:00am - 8:00pm, Sun 10:00am - 6:00pm EST1-800-361-6665
Delivery Inquiries8:00am - 10:00pm EST1-866-845-3976
Sears TravelMon - Fri 9:00am - 8:00pm EST, Sat 9:00am - 5:00pm, Sun 9:00am - 4:00pm EST1-866-845-7327
Sears CardMon-Sat 8:00am - 12:00am, Sun 8:00am - 10:00pm EST1-800-265-3675
Sears Mastercard and Voyage MastercardMon-Sat 8:00am - 12:00am, Sun 8:00am - 10:00pm EST1-800-267-1660
Gift RegistryMon - Sat 8:00am - 12:00am, Sun 10:00am - 8:00pm EST1-800-211-2111
Hearing Impaired with TTY equipment9:00am - 5:00pm EST1-877-732-7710

Our most common support topics

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To speak with a Sears representative call 1-888-473-2772 8:00 am - 10 pm EST. It's currently 10:59 AM in our offices.

Top questions

  1. What is Sears return policy?

    Refunds are credited back to the original tender type (in Catalogue/Sears.ca Agents debit transactions will be returned as cash).

    Email support
  2. How do I return an item bought online?

    Email support
  3. What is your return policy for Sears Outlet / Liquidation Store?

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

    Email support
  4. I bought an 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

    Email support

Additional Information

 

SEARS SATISFACTION GUARANTEE

 

It's simple. We want you to be completely satisfied. Every visit. Every purchase.If for any reason you're not, exchange or return it up to 30 Days after your purchase for most products*.


*See below for conditions and exclusions and Returns and Exchange Policies for Major Appliances, Furniture, Sleep Sets, Fitness Equipment, Electronics, Assisted Living, Outdoor Power Equipment, Specialty Services, Gift Registry and Parts & Repair Services.

GENERAL INFORMATION

  • Online and catalogue items are to be returned in original packaging with proof of purchase.
  • Original receipt, gift receipt or parcel tag (catalogue/sears.ca purchases only), must be presented to receive a full refund
  • Retail merchandise returned at a Sears Catalogue location must have the original store receipt/proof of purchase; credit card statements cannot be used as proof of purchase at these locations
  • Refunds are credited to the original tender type (in Sears Catalogue location debit transactions will be returned as cash)
  • Items returned with a gift receipt will be issued a Sears Gift Card. If a Sears Gift Card cannot be issued, a credit to your credit card or a cheque will be issued.
  • Items returned without a receipt in a Retail location will be issued a Sears Merchandise Credit in the value of the lowest selling price the product was offered within the past 60 days.
  • Sears Gift Cards and Sears Merchandise Credits are non-refundable
  • Delivery, shipping and handling, installation fees, promotional financing and credit charges are non-refundable
  • You may be required to provide us with your name, address and telephone number for fraud prevention and audit purposes. Valid Photo ID may be required. This information is collected, used and retained in accordance with the Sears Privacy Policy: sears.ca/privacy.
  • Any purchases made prior to the implementation date are not affected by this policy change. Stores are to apply the previous return policy for purchases made prior to May 1, 2016
  • All terms subject to change without notice.

Returns, Exceptions & Exclusions

WE DO NOT ACCEPT RETURNS ON:

  • Outlet Store purchases.
  • Non-Sears Canada products.
  • Custom furniture
  • Home Improvement Products & Services such as, central heating and cooling systems, windows and doors, custom window coverings etc.
  • Bonus items unless returned together with the original purchase or unless otherwise stated.
  • Seasonal items (e.g. Easter, Halloween, Christmas, etc.) after the event date.
  • Perishable food items.
  • Vitamins and health supplements.
  • Personalized jewellery, pierced earrings, toe rings, monogrammed towels, altered items, etc. (unless defective).
  • Home Décor customized window coverings and blinds.
  • Men’s & Women’s underwear.
  • Men’s swimwear.
  • Kids’ underwear.
  • Women’s swimwear if hygienic liner is missing.
  • Women’s full piece shapewear and shaping briefs.
  • Bras (unless unworn, tags on with original packaging).
  • Special occasion garments & dresses (unless unworn, with tags attached)
  • Fine jewellery and watches prior to authentication.
 

SEARS DIRECT TO YOUTM ORDERS

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 with the carrier of your choice Or bring the merchandise you wish to return and the original packaging and proof of purchase to any of our catalogue locations for refund.

CANADA'S BEST SEARS APPROVED VALUE™ ONE YEAR GUARANTEE

If a Canada's Best Product fails due to a defect in materials or faulty workmanship, we will replace it. If the exact style is not available for replacement, a product of equal value or similar style will be offered. This warranty does not cover any damage due to accidents, improper care, negligence and normal wear and tear. Retain receipt for proof of purchase date.

SPECIALTY SERVICES:

  • Sears Travel, please refer to the tour operators, “Terms & Conditions” at time of booking or ask a Sears Travel Agent for details.
  • Sears Optical Centre R/MD, Sears Hearing Centre, Sears Portrait Studio, Alterations, Sears Hair Studio, Sears Watch & Jewellery Repair, Sears Connect and Flowers by Sears® offer a satisfaction guarantee; speak to an associate 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.
 

GIFT REGISTRY:

  • Items returned with a gift receipt will be credited to a Sears Gift Card. If a Sears Gift Card cannot be issued, a credit to your credit card or a cheque will be issued.
  • Returns are to be made within 90 days from purchase date or 30 days from the Registrant’s event date.
  • Items returned without a gift receipt in retail stores only will will be credited at the lowest selling price and customer will be issued on a Sears Merchandise Credit.
  • Original receipt, gift receipt or parcel tag (catalogue/sears.ca purchases only), must be presented to receive a full refund.
  • We are not able to accept the return of an entire gift list.
 

MAJOR APPLIANCES

Major appliances include but are not limited to laundry equipment, ranges, cooktops, ovens, dishwashers, refrigerators, microwaves, freezers, vacuum cleaners and floor care cleaners.

 

PLEASE READ YOUR OWNER’S MANUAL FOR WARRANTY DETAILS;

  • Free Cancellation prior to the date of delivery.
  • Returns/Exchanges may only take place within 72 hours of the product being delivered and must be returned in new and unused condition.
  • No Returns/Exchanges on used appliances. Product defects are subject to manufacturer’s warranty.
  • Floor models are sold as is and cannot be returned or exchanged.
  • Outlet store sales are final and cannot be returned or exchanged.
  • No Returns or Exchanges on installed appliances if the product was not installed by a licensed Sears technician.
 

FURNITURE

Furniture includes but is not limited to bedroom, upholstered and accent furniture, formal and casual dining, ready-to-assemble, ready-to-finish, outdoor, juvenile furniture, and baby furniture/crib mattresses.

 

PLEASE READ YOUR OWNER’S MANUAL FOR WARRANTY DETAILS;


  • Free Cancellation prior to the date of delivery.
  • Free Cancellation of Custom furniture with 48 hours of order placement
  • Returns/Exchanges of non-custom furniture may only take place within 72 hours of the product being delivered and must be returned in new and unused condition
  • No Returns/Exchanges on used furniture. Defects are subject to manufacturer’s warranty
  • No Returns or Exchanges on Custom furniture
  • Floor models are sold as is and cannot be returned or exchanged
  • Outlet store sales are final and cannot be returned or exchanged
  • No Returns/Exchanges on crib mattresses
 

SLEEP SETS (Mattress & Foundation)

Check out the Sears 365 Night Sleep Guarantee and how you can qualify!

 

PLEASE READ YOUR OWNER’S MANUAL FOR WARRANTY DETAILS;


  • Free Cancellation prior to the date of delivery.
  • Returns/Exchanges may only take place within the first 72 hours of the product being delivered and must be returned in new and unused condition;
  • Floor models are sold as is and cannot be returned or exchanged;
  • Outlet store sales are final and cannot be returned or exchanged;
 

OUTDOOR POWER EQUIPMENT / FITNESS / ELECTRONICS & ASSISTED LIVING

Outdoor Power Equipment includes but is not limited to tractors, lawnmowers, trimmers, chainsaws, snow-blowers, generators and power washers.


Fitness product includes but is not limited to treadmills, elliptical machines, rowing machines, stationary bikes, stepper/stair climbers, universal gyms, resistance training products.

 

PLEASE READ YOUR OWNER’S MANUAL FOR WARRANTY DETAILS;


  • Free Cancellation prior to the date of delivery.
  • Returns/Exchanges may only take place within the first 72 hours of the product being delivered and must be returned in new and unused condition;
  • No Returns/Exchanges on used product. Product defects subject to manufacturer’s warranty;
  • Floor models are sold as is and cannot be returned or exchanged;
  • Outlet store sales are final and cannot be returned or exchanged;
  • 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.
 

SEARS PARTS & REPAIR SERVICES

Please return parts purchased on-line or from any catalogue to any Sears Catalogue location or return parts depot purchases at Sears Parts Depots at the same location within 30 days of purchase.


Return retail parts purchases to the same location the part was purchased.


Return parts shipped to your home by the return information provided with your shipment or email/call the closest Parts Return Facility:

 

  • British Columbia, Alberta, Saskatchewan, Manitoba, North West Territories, Yukon and Nunavut: csdpr@sears.ca
    • British Columbia: 1-866-310-0044
    • Alberta, Saskatchewan, Manitoba, North West Territories, Yukon, Nunavut: 1-877-466-5151
  • Quebec, Nova Scotia, New Brunswick, Newfoundland, P.E.I: csdqc@sears.ca
    • Quebec: 1-877-779-5876
    • Nova Scotia, New Brunswick, Newfoundland, P.E.I: 1-877-899-5307
  • Ontario: csdont@sears.ca
    • Ontario: 1-866-301-6114
 

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
  • Special ordered non-stock parts (Parts not available at your local warehouse cannot be returned & orders for these parts cannot be cancelled).
 

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:


  • Call us toll-free at 1-800-26-SEARS. If you have a hearing impairment and you have TTY equipment please call 1-877-732-7710 and a customer service agent will be pleased to assist you
  • Fax us at 1-800-54-FAXIT (1-800-543-2948).
  • Email us at home@sears.ca
  • Make your request in person at a Sears store nearest you.
 

ACCOMODATION 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 satisfactory to Sears in its sole discretion that the person was not able to meet the return deadline for reasons related to a disability.


Photo Identification:

The requirement to provide photo identification to receive a refund or exchange may be waived for a person with a disability who does not have photo identification upon the provision of other proof of identity satisfactory to Sears.


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Frequently Asked Questions

Talk to our departments

  • Sears

    On-line Support

    1-888-932-101524 hours
  • Sears

    Catalogue Orders

    1-888-932-101524 hours
  • Sears

    Sears ClubTM Rewards Card

    1-844-395-00258:00 am – 9:00 pm ET
    7 days a week
  • Sears

    Parts & Services

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

    Sears Travel

    1-866-359-7327 7:00 am – 10:00 pm ET
  • Sears

    Home Improvement Services

    1-800-469-4663 8:00am - 8:00pm ET
  • Sears

    Protection Agreements

    1-800-361-6665Mon - Fri 7:30am - 10:00pm, Sat 8:00am - 8:00pm, Sun 10:00am - 6:00pm ET
  • Sears

    Delivery Inquiries

    1-866-845-39768:00am - 10:00pm ET
  • Sears

    Sears Mastercard and Voyage Mastercard

    1-800-267-1660Mon - Fri 8:00am - 9:00pm, Sat 8:00am - 8:00pm ET
  • Sears

    Gift Registry

    1-800-211-2111Mon - Sat 8:00am - 12:00am, Sun 10:00am - 8:00pm ET
  • Sears

    Hearing Impaired with TTY equipment

    1-877-732-77109:00am - 5:00pm ET

Effective Sunday, Feb. 7, 2016, customers who place orders by telephone to the call centre will be charged an Order Assist Fee of $1.50 per order.