FAQs

Customer Service phone number: 1-855-235-1870
Fax: 905-660-4699
Email us: customerexperience.ca@staples.com
For Custom Orders, contact your Representative, Lindsay Fenton | C: 403-993-9799 | O: 403-640-8576 Lindsay.Fenton@staples.com

You can log in as a new customer and set up your account by using your ATB email address. Only an atb.com email address will be accepted. You will be required to set a password and your shipping address. The system will also allow you to set up additional shipping addresses if you order for more than one location.

Since 5300 team members are all shopping in the store, there may be a slight delay on shipping items that are in stock. Expect to receive your in stock item(s) within 2 weeks of purchase. Backordered items will arrive on the date indicated on the website.

If the store has sold out of an item, Staples automatically reorders the item. Backordered items can still be added to your cart and paid for before they are back in stock. This secures the item for you. You will get your item on the date indicated on each page. Backordered items usually take 2-5 weeks to arrive to Staples, plus shipping time.

To guarantee items arrive before December 24, you should purchase in stock holiday gifts by December 7th. Do not order backordered items for holiday gifting as timelines can shift due to supply chain and holiday busyness.

Typically Staples will wait to ship the order when all items are back in stock. If you require your in stock items sooner, you will have to do separate orders and pay two shipping charges.

The store calculates shipping based on location, item weight and size. There is a minimum shipping charge of $12.50 to all orders.

If your gift card doesn’t work, please contact reputationandbrand@atb.com.

Yes. This works just like any other e-gift card. Any total will remain on the card for future use.

Purchases are backed by our 30-day Satisfaction Guarantee. A full credit, not including shipping, will be given for merchandise returned within 30 days of receipt at your address, for any reason. Staples Promotional Products will replace, at no additional charge including shipping, any defective merchandise returned within 30 days.

Please note that ALL returns require you to contact your Customer Care Team for a Returns Authorization Number prior to returning any product”. Our friendly Customer Service Department is available at 1-855-235-1870 between the hours of 8 a.m. and 6 p.m. EST.

No. You have until February 28, 2023 to make your $50 purchase in the LOOT store. After this date, the gift card value will be rolled up and reimbursed to ATB.

Absolutely! That’s exactly what LOOT is for. We encourage all team members to shop LOOT for their clients, friends and family.

Yes! You can use your credit card for any overages! Please make sure that you enter the proper billing address for the credit card that you are using.

When we receive your order, an Order Confirmation screen will be generated, issuing an order number. Please print out this page for future reference.

We aim for your delivery to be with you in 3-4 days from receipt of authorization notification.

Express Deliveries: For next day delivery, we would need to have receipt of your authorized order by 10:00 am EST. The delivery rates vary for pre-9:00 am, 10:00 am and 12:00 noon respectively and the Customer Care Team will advise you accordingly

Please Note: Next day delivery is not always possible, but our Customer Care Team will do their best to meet your requirement.

Special Delivery Instructions: Please contact our Customer Care Team with any special instructions as soon as your order has been placed. If your order is being delivered to a destination which has special delivery details or instructions, please provide as much detail as possible.

If you wish to change or cancel an order that has not yet been dispatched contact our Customer Care Team at 1-855-235-1870 any time between 8:00 am and 6:00 pm Monday to Friday EST, excluding public holidays.

Please have the order confirmation number and date the order was placed on hand. They will be happy to cancel the existing order. If the order has been already been dispatched, we will look into each inquiry separately and advise of a suitable resolution.

Please report any delivery, quantity or quality discrepancies to customerexperience.ca@staples.com within 5 working days of the delivery receipt. Otherwise, the delivery will be deemed to be without discrepancies and invoiced accordingly.