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Customer Service Shopping Frequently Asked Questions

Q. What is Sears return policy?

A. Sears guarantee: Satisfaction guaranteed or money refunded.

Effective May 4th 2009
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase with your receipt for an exchange or refund within 90 days when purchased on your Sears Card, Sears® MasterCard® or Sears Gift Card.

Items purchased with any other method may be exchanged or refunded within 30 days.

See Exceptions and Exclusions listed below.

  • A Store credit will be issued at the lowest selling price for retail returns without a receipt.
  • Catalogue purchases cannot be returned without a receipt or proof of purchase.
  • All returned products must be in new and unused condition (including all accessories, packaging, instructions etc).
  • Damages on home delivered products must be reported within 24 hours of delivery.
  • Exchange only on retail clearance priced merchandise within 10 days. No further price adjustments. Applicable warranties still apply. Some exceptions may apply.
  • Items returned with a Gift receipt are exchange only. If we do not have the item to replace you will receive a merchandise store credit. 

View All Exemptions and Exclusions >

Q. How do I get a catalogue?

A. If you have made a purchase from one of our catalogues in the last six months, you should be receiving them regularly. You may also request a catalogue here on our website but due to popularity, specific ones, such as the CRAFTSMAN® Tool Catalogue, may not be available. To request a specific catalogue, call 1-800-26SEARS (1-800-267-3277) or visit a Sears location near you.

Q. I am an unusual size - do you have clothes to fit?

A. At Sears, you will find a complete range of hard-to-find sizes in apparel and footwear for women, men and kids. Check out our Resource Centre.

Q. Do you sell to customers outside of Canada?

A. We regret to inform you that Sears Canada does not ship orders internationally. At this time, we only ship items to Canadian addresses.

Q. Are the products offered by Sears Roebuck and Sears Canada the same?

A. No. There are a number of products that are similar, but a number of differences too.

Q. Can I order Sears Roebuck products from your website?

A. Please visit www.sears.com to find out what Sears Roebuck is currently offering on its website.

Q. Why can't I place a C.O.D. order on the website?

A. When orders are placed through our telephone system our Telephone Sales Associates are trained to verify the validity of the customer through prompting questions. These questions are asked during the ordering process which provides the customer and Sears Canada with security and confidentiality.

Q. Do you have an e-mail newsletter?

A. Yes, you can sign up for our "What's In Store For You" email newsletter at http://enews.sears.ca/p/Sears_Canada/Sign_Up_Page .

Q. What drives the the greeting "Hello Cathy" on the homepage?

A. Your browser places a cookie on your computer's hard drive.
Cookies are used to remember information previously supplied, so you won't have to re-enter the information each time you visit Sears.ca

Q. What determines a New Arrival, Top Seller?

A. Top Sellers (Bestsellers) are items that have sold large quantities on our Internet site. New Arrivals are the most recent items published to our website.

Q. How is "customers who bought this product also bought..." generated?

A. This is based on order history from Internet Sales.
It informs customers of products purchased together by other customers.
After adding an item to basket, we will display to the customer other items frequently purchased at the same time as the item currently in basket.
For example: Adding a specific stroller to basket will show specific high-chairs, car seats, etc, that were bought by other customers when buying that stroller.

Q. Where can a customer locate the sizing information?

A. Sizing information is displayed on the Detail Page. The Resource Centre contains tips, guides and additional valuable information.