Frequently Asked Questions

GENERAL
 

Q. What are the benefits of a JYSK Account?
A. Having a JYSK account allows you to:
- Checkout faster as you won’t need to re-enter your information
- Save multiple shipping addresses
- View and track your orders
You can set up an account here: https://www.jysk.ca/customer/account/login/

Q. Where can I leave a comment, question or concern?
A. For any Comments, Questions or Concerns, please create a ticket here or contact customer service toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help.

Q. What forms of payment are accepted for online purchases?
A. Online orders can be paid for by the following methods: Visa MasterCard American Express JYSK Credit Card by Flexiti on approval. When you place a reserve and pick up order, you pay in store so you can use all of the above, AND cash or debit.

Q. Can I pay for an online purchase using a JYSK gift card?
A. At this time we are unable to sell or accept gift cards as payment online. We are looking to incorporate this on our site in the future.

Q. Will JYSK send an order confirmation via email?
A. Yes. For delivery or pay online pick up in store orders, you will receive an initial email from us confirming receipt of the order. Please await a 2nd confirmation email from the store, with the pick up or delivery information, depending upon the option you selected when you placed your order. For reserve and pick up orders, you will receive a confirmation email once the store has confirmed your order. For more information on reserve and pick up orders check here.

Q. Can I order by telephone?
A. We can assist customers with questions over the phone and we can assist with placing reserve online, pick up in store orders. All paid orders however must be placed by the customer.

Q. How long does it take to get an order fulfilled?
A. Typically, orders are fulfilled and delivered within 2-3 business days. Some items will take a bit longer if they have to be shipped from our warehouse. You will be kept informed about the status of your order via email. Please refer to our Fulfillment Time Frame in our Shipping & Delivery information page: Fulfillment Time Frame.

Q. How can I make a change or cancel my online order?
A. If you would like to make changes or cancel your online order, please contact customer service toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help you. For more information, please visit our Return & Exchange page.

image LOCAL DELIVERY
 

Q. How far can large items such as furniture be delivered?
A. Larger or heavier orders can typically be delivered if the delivery address is within a 50 km radius of our local stores. In some cases, for an extra charge, we can deliver outside this radius. You can call us toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help you.

Q. How will I know when my local delivery order will arrive?
Deliveries of furniture items will typically take place within 1 week of your purchase. Our third party delivery partners will call you the day before delivery. To confirm/ check your delivery schedule, please call the local store that processed your order. For store contact, please check the JYSK Store Locations.

image COURIER DELIVERY
 

Q. How will I know when my items have been couriered?
A. Once your order has been picked and processed, you will receive an email advising you the tracking number. After which you will be able to track the order.

Q. How can I track my order?
A. We will use either Purolator or Canada Post, a tracking number will be provided in a confirmation email.

image IN STORE PICK UP FOR PAID ONLINE ORDERS
 

Q. I just placed and paid for my order. When can I pick it up?
A. The first email you receive from us after placing an order online, will be a confirmation of receipt of the order. This does not mean your order is ready to be picked up. You will receive a 2nd confirmation email letting you know that you can head to the store to pick up your order. Please do not go to the store to pick up your order until you receive this notification. For paid online orders please plan to provide a valid photo ID that verifies that the name and address on your ID matches the name and address on the order. You will be asked to sign for the order.

Q. Do I need to bring anything to the store when I pickup my order?
A. Please provide the following information when picking up your paid online order. A piece of valid, government issued, photo ID. The last name in the ID must match the billing or shipping last name under which the order was placed. If you are unable to provide the information above, the store will not be able to release the product(s) to you. Please contact us toll free at 1-888-696-JYSK (5975) ahead of time if you are not able to do so.

Q. Where do I pickup my order?
A. Your order will be available at the location you selected during the ordering process. If you’re unsure which location you selected, please refer to your pickup notification email. When you arrive at the store, follow the red, "Online Order Pick Up" signs leading to the kiosk and someone will assist you with collecting your order. For larger items, after paying you may be asked to drive to the back of the store so the item can be loaded into your car from the warehouse.

Q. Can someone else pickup my order?
A. The reserve and pick up function allows you to have someone else to collect your items for you. However for paid online order pick ups, due to our credit card processor’s terms and conditions, only the cardholder listed in the billing address or the person listed in the shipping address on the online order can pickup the order.

Q. Is every item eligible for in store pickup?
A. Most items are eligible for pickup as long as we have it in stock. You can see if the item is available for store pickup on the product page. You can also view other stores to see if there is a store near you that has the products you are interested in.

Q. How long will the store hold my paid order?
A. Paid Orders: For pay online and pick up in store feature, the email we send you notifying you that your order is ready, will also indicate how long the store will hold it. In most cases your order will be held for up to 7 days from the day we sent you the notification that your order is ready to be picked up. If, for some reason, your order is not picked up within the time-frame indicated in your notification email, it will be cancelled and a refund will be applied to the original method of payment.

image RESERVE AND PICK UP
 

Q. I just placed a reserve and pick up order. When can I pick it up?
A. Typically, your order will be ready for pick up within 1 hour. Reservations placed outside store hours (including holidays) will require additional processing time. For example, if you place an order after store closing time, you won’t receive a confirmation email until the store has opened the following day.

Q. Do I need to bring anything to the store when I pickup my order?
A. Please bring your comfirmation email, and the store can also look up your order with your name, email, or phone number.

Q. Where do I pickup my reserved and pick up order?
Follow the red, "Online Order Pick Up" signs to the Kiosk. Show your confirmation email or provide the store with your name, email, or phone number. The store can look your order up with any of those. All that is left to do is pay for your products with debit card, cash, credit card, JYSK credit card or JYSK gift card.

Q. How long will the store hold my reserved order?
A. For reserve and pick up orders, your items will be held for 24 hours. After that time the items will be released back into store inventory and may not be available for purchase. *Please note that at certain times of the year we may be further limited in how long we can hold orders in our stores. Be sure to pick up your order as soon as possible. If you have ordered larger furniture items, you may be asked to drive to the back of the store to have them loaded into your vehicle. It’s a good idea to check the dimensions of bigger items to ensure they will fit.

image SHIPPING
 

Q. Why does the item I want show online but I cannot get it shipped to the store closest to me?
A. We can ship products directly from our warehouse to the store. However, we do not ship items from store to store. If an item is not in stock in your local store but there are other stores with the item, you can still order it online, and for a shipping charge, have it shipped to your address.

Q. What shipping options are available?
A. We offer In-store pickup (for all items), Local delivery (for larger items) and Courier delivery (for smaller lightweight items). For more information please visit our Shipping & Delivery information page.

Q. Can I pick a delivery date/time online when I place my order?
A. While we will make every effort to accommodate your needs, we use third party delivery companies and the schedules for deliveries can vary. If you are not available on the scheduled delivery day, please contact the JYSK store handling your delivery to arrange a different day within 48 hours.

Q. Will you hold the order and ship it at a later time?
A. Unfortunately we are unable to hold orders or postpone shipping. If you would like to receive an order at a later time, we suggest you place your order closer to when you would like to receive it. If you’ve already placed an order that hasn’t shipped yet but are not ready to receive it, call us toll free at 1-888-696-JYSK (5975) and one of our agents will see if your order can be cancelled so you can place it at a later date.

Q. Can orders be shipped to a P O Box?
A. Unfortunately we are unable to ship to P.O. Boxes at this time.

Q. Can orders be shipped to foreign countries?
A. Unfortunately we are not able to ship internationally but JYSK is located in many countries across the globe. Visit https://www.jysk.com to find a store in your country.

Q. Why doesn't my product qualify for shipping?
A. Nothing is more disappointing than receiving a delivery for an item you’ve ordered and opening it only to find it was broken or damaged in transit. For this reason, we have decided not to ship some of our more fragile items especially glass, mirrors, lanterns and some decor.

Q. Why can't the item be delivered to my address?
A. Canada is a big place with some areas having accessibility issues, and sometimes, if you live outside of larger urban centres, our shipping systems may not be able to get the items to you. You can contact us toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to see if we are able to delvier to your location.

image RETURNS
 

Q. What is JYSK's return policy?
A. For information on our return policy please visit our Return & Exchange page.

Q. How long does it take for a refund to appear on my credit card?
A. Processing time for this is typically 3-5 business days from the date you received email confirmation of the refund. After this, your financial institution will usually require another few days to complete the transaction and have the funds show up in your account. Unfortunately we have no control over the length of time this process takes and we apologize for any inconvenience this may cause. If you have any questions, once you’ve received your email confirming the refund by JYSK, we suggest contacting your financial institution.

Q. I want to return my product. What do I do?
A. If you need to arrange for an item to be returned please email us at [email protected] or call us toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help.

Q. I want to return my order. Can you have it picked up at my home?
A. If you need to return an item, please email us at [email protected] or call us toll free at 1-888-696-JYSK (5975) and one of our agents will provide you with the information you need.

Q. How do I return merchandise I purchased in store?
A. Items purchased from a retail location can be returned, in their original packaging, for refund within 45 days of purchase. For returns after 45 days and up to 60 days, in-store credit will be provided. Please note that the original purchase receipt is required for all returns, exchanges, and warranty repair service.

Q. How do I return merchandise I purchased online?
A. For questions relating to online orders please email us at [email protected] or call us toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help.

Q. Does JYSK offer rainchecks?
A. Yes JYSK offers rainchecks on products in our permanent collection. Rainchecks are not applicable to seasonal products such as: Summer/Outdoor products, Holiday/Christmas products, etc.

image DAMAGES OR MISSING ITEMS
 

Q. What can I do if I am missing a part or hardware from my order?
A. Please contact us at [email protected] or 1-888-696-5975. For an Online Order please provide us with: Order Number, Name/ SKU number of the missing item, and the Part Number according to the Assembly Instructions. For In Store Purchase please provide: Item Name/ SKU number of the missing item, Part Number according to the Assembly Instructions, copy of your receipt, Your Full Name, Address and Contact Number. We will then notify the store and have the missing item/part sent out to you.

Q. Can I exchange/return an item that is damaged/defective?
A. Absolutely. Any item that is damaged or defective can be exchanged or returned. All you need to do is provide us with some details. For an Online Order please provide us with: Order Number, Name/ SKU number of the defective item. For an In Store Purchase please provide: Name/ SKU number of the defective item and a copy of your receipt.

image PRICE PROTECTION
 

Q. What if I buy something and the price goes down? How long after a purchase am I entitled to Price Protection?
A. You are entitled to Price Protection for up to 45 days after a purchase. For online purchases, please email customer service at [email protected] or call us toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help. For in store purchases, please contact the local store where your purchase was made. Please Note: Price protection does not apply to Seasonal (products under the Patio Furniture and Outdoor Living categories), Final Sale, As-Is, Grand Opening, Black Friday, Cyber Monday or Boxing Week sales & Clearance items.

Q. Does Price Protection apply to the same product at other retailers?
A. Currently our price protection policy counts towards previous JYSK pricing in the past 45 days.

image GIFT CARDS
 

Q. How do I check my gift card balance?
A. To check your gift card balance, please go to Check my Gift Card Balance.

Q. Can I redeem my JYSK Gift Card online?
A. Gift cards can only be used for a purchase in store. It cannot be used for an online purchase.

image EVERYDAY LOW PRICE - EDLP
 

Q. What is everyday low price?
A. Great value items are marked in store and online as EVERYDAY LOW PRICE. This means that you will always get competitive low prices on everything from furniture and mattresses to sheets and curtains, with more items added regularly. We have hand picked a selection of items that carry the same guaranteed low prices – everyday.

image SECURITY
 

Q. When I submit credit card information online, is it secure?
A. Yes. JYSK uses industry standard SSL (Secure Sockets Layer) security technology that creates an encrypted connection between our website and your computer. You can tell that your connection to our website is protected by clicking on the address bar in your browser and looking for the “https://” at the beginning of the web address. Most modern browsers will also show a closed padlock icon next to the address while you’re browsing to let you know it’s secure.

Q. What is JYSK's privacy policy?
A. For information regarding our privacy policy please visit our Online Privacy Policy page.

image MISCELLANEOUS
 

Q. Do you provide assembly service?
A. Currently, we do not provide an assembly service for our products.

Q. Are the colours in the product photo’s online and the actual product exactly the same?
A. While we do our very best to ensure that the photos on our website are accurate, different browsers, different monitors, and different computer configurations can sometimes result in slight variations in how colors are represented. We want you to be 100% satisfied with your purchase so if you have any concerns don’t hesitate to contact us.

image BLACK FRIDAY
 

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