We've gathered the answers to many of your online shopping questions right here. If you have other questions, feel free to chat live with our specialists. They have the answers to everything!


Are all products available instore also available through simons.ca?
No. While the same products are available, our online selection is limited.

Are online and instore prices the same?
Yes. Our simons.ca and instore prices are always identical.

I saw something online that I can no longer find. What happened?
It's possible that the item has been removed from the site due to stock levels or a change in season.

Can I purchase online an item that is not or no longer shown on your website?
No. For special requests or specific questions about our products, please call our customer service team at 1-877-666-1840. You may also send an email or chat online with one of our agents.

Simons personalized services

Can I have my purchases wrapped in a Simons gift box?
We will wrap your items in a Simons gift box upon request, at no additional cost. Simply select "This order is a gift" under the "Checkout" section in the checkout process.

Can I purchase a Simons gift card online?
Yes. You can easily purchase a traditional or virtual Simons gift card online. Please visit the "Gift Card" section for more information.

Can you send me more information on fashion and trends?
By signing up for the Simons newsletter, you can be sure to receive all of the fashion information we publish. Simply enter your email address in the appropriate field located at the bottom of your screen.

Registration and personal account

Do I have to create an account before making an online purchase?
You are not in any way required to create an account before making a purchase online. Simply select the "Buy as a Guest" option to skip this step.

What is the difference between "signing in" and being "a guest"?
Creating an account on the Simons website acts as a shortcut. Your profile and information are safely stored, saving you from having to re-enter your information for future transactions. What's more, when you hold a Simons web account, your preferences, address book, and order status information are all saved under the "Account" section.
Please note that you can also modify or delete your account at any time by contacting our customer service at our toll-free number 1-877-666-1840.
When you shop "as a guest," you will need to fill out the order form for each transaction and re-select your preferences each time you visit.

Do I have to purchase items added to my shopping bag?
No. You are in no way obliged to purchase items added to your bag during your visit to our website.

How can I remove items from my shopping bag?
It's very easy to remove selected items from your shopping bag. Simply select the "My Bag" tab and follow the instructions.

Can I leave the Simons website if I have unpurchased items in my shopping bag?
You can leave the Simons website at any time you like, even if you have added items to your bag that you did not purchase.


Which payment methods are accepted at Simons ?
We accept the following payment methods:

  • Interac online (only available to cardholders from the following financial institutions: RBC Royal Bank and TD Canada Trust)
  • Paypal
  • Credit Card (Visa Credit & Debit, MasterCard, American Express and Discover)
  • Visa Checkout
  • Simons gift card

How can I change or cancel an existing order?
To change or cancel an order, you must contact us before you receive email confirmation that your order has shipped. If you have already received a shipping confirmation, you must return the merchandise as soon as you receive it or call our customer service team at 1-877-666-1840. You may also send an email or chat online with one of our agents.


What are the shipping rates?
Enjoy easy delivery with Can$4.99 flat-fee shipping to Canada and Can$10.00 flat-fee shipping to the United States.

What are the shipping rates?
Free delivery with purchases of Can$100.00 or more. This offer is valid in Canada only, on merchandise ordered via the website excluding taxes and gift cards. Only Can$4.99 for all other orders less than Can$100 in Canada and Can$10 flat fee for shipping to the United States.

What are the shipping rates?
No shipping fee will be charged for orders of Can$50 and more before taxes. A flat fee of Can$10 will be charged for the delivery of orders under Can$50.

What are the shipping rates?
No shipping fee will be charged for a limited time.

When will my order be delivered?
Regular delivery and our ship to store service take 4 to 7 business days in Canada and 10 business days in the United States. Delivery times for certain online-only items could be longer.
If no delivery date is selected, the virtual gift card will be sent by email within 48 hours of purchase.

Do you ship outside Canada?
Yes, we also ship to the United States.

I need my order faster. Do you offer express delivery?
We are currently unable to offer express delivery. You should expect to receive your order in 4 to 7 business days in Canada and 10 business days in the United States.

Can I have my order delivered to another address?
You may have your order shipped to any valid Canadian or American address of your choice. Simply select "Shipping address different from billing address" in the first step of the purchase process and follow the instructions.

Can I have items in the same order delivered to more than one address?
For the time being, items in the same order cannot be delivered to more than one address.

Can I track my package? How?
As soon as your order ships, you receive an email including a direct link to Canada Post's website, allowing you to track your package.

Can I make a purchase online and have my order shipped to a Simons store?
Yes, you simply have to select the store of your choice in the checkout process. You may be required to provide identification when you go to pick up the order.
Please note that online-only items cannot be shipped to store. The Simons members, get 2x the points on your online orders that are shipped to store, with the exception of direct orders and online-only items. Only for a limited time.

Returns and refunds

Can I get an instore refund for an item I purchased online?
You can get a refund or exchange any item you order online at the store of your choice with the exception of online-only items, which can only be returned via our website.

How do I get an instore refund for an item I purchased online?
When you go to the store, be sure to have on hand the original receipt and the item you wish to return to ensure speedy service.

Can I get a refund online for an item I purchased instore?
No. Items you purchase instore can be refunded only instore.

How do I find a store where I can get a refund?
If you don't already shop at one of our fifteen locations, use the "Stores" to find the nearest Simons store.

If an item isn't right for me, what do I do?
You must return the item to receive a refund. You must then submit a separate order for the new item you wish to purchase. Feel free to call our customer service team for assistance at 1-877-666-1840. You may also send an email or chat online with one of our agents.

If I wish to make a return, will I have to pay shipping?
Returns from Canada are free. A Can$5 fixed fee applies to returns coming from the United States. A Can$50 fee applies to mattress returns from Canada and the United States.

How long do I have to request an exchange or a return for items purchased online?
For regularly priced items, you have a period of 30 days following the date of receipt and for sale items, you have a period of 10 days.

Will I receive a receipt or email confirming my refund?
After you request a return, you will receive a return request email telling you how to return the items that aren't right for you. Once we have received your returned merchandise, we will send you a confirmation email together with a return receipt. Your refund will then be issued automatically.

Security and confidentiality

Are my purchases on simons.ca secure?
Yes, absolutely. The simons.ca website is hosted on an SSL secure server, meaning that all the data you send us online is encrypted and fully protected. Even if you pay by credit card, you must provide your credit card number for each purchase. As an additional security measure, no confidential data is stored on our server.

Subscribe to our Newsletter