Express Pickup | Indigo

Indigo’s Express Pick Up is a service we offer for customers to place an order online and have available items ready for pick up at the eligible store of their choosing within 3 hours.

We offer the best of our online product

assortment for Express Pick Up (subject to inventory availability, item size, and weight). A product’s item page and a customer’s bag will indicate if they are eligible and when they will be available for store pick up before they check out online.

Customers may also sign in and/or select a store at any point in their online shopping experience to confirm an item’s

availability. These may be subject to change throughout the day and pickup dates may also be adjusted based on in-store availability.

Customers can continue to checkout with new pickup dates or go back to their bag to select different stores or other items.

If a Store Pickup-eligible item is not in stock at the chosen store but available in one of our warehouses we can ship directly to a store and have it ready for pickup within 3-7 days, subject to availability and transit times.

Some items are in-store exclusives/sold

exclusively in stores and are not available to be shipped to a store or an address. The available order methods for any product will be indicated on the item page.

What is the difference between Express Pick Up and Ship to Store? Why can I ship some things to store but not get them for express pick up?

Express Pick Up allows customers to place an order online and pick it up at a local store within 3 hours, provided the item is already in stock at that store.

Ship to Store (STS) is used when the item is not currently available at the selected store. In this case, the item is shipped from a Distribution Center (DC) to the store and typically takes a few days to arrive.

Some items are sold exclusively in stores and are not available to be shipped to a store or an address. The available delivery methods for any product are visible on the item page.

How do I know when my order will be ready for pick up?

If your items are in stock in store, we’ll have the order ready for pick up within 3 hours, subject to operating hours and given available capacity in stores. You will receive a Ready for Pickup email once your order is available to be picked up at the store.

Do I need to bring anything to pick up my order?

Please have the Ready for Pickup email and be prepared to display it at the time of pick up.

Are there any additional costs for Express Pick Up? Can I pay at pickup? When will I be charged for my Express Pick Up order?

When "Pick up in store" is selected prior

to checkout, customers will only pay the online prices for their items (plus applicable taxes). There are no additional fees, and no shipping charges.

Your payment method will be charged when you place your order.

Can I add to or modify an Express Pick Up order once I’ve placed it? (e.g, add items, change the store I selected?)

Unfortunately an order cannot be modified after it has been placed. It can be cancelled without charge within 15 minutes.

Changes to your pickup location can be made at any time prior to the order being placed by selecting the “default” store

location in the bag. However, changing your store may also impact the availability and pickup time for your selected items.

Can I cancel an Express Pick Up order? How do I do it?

Once an order has been placed there is a

cancellation window of 15 minutes before it is sent to the store for fulfillment. Customers can cancel orders through Order History during this window.

If the cancellation window has passed and

customers still want to cancel, please call the store during their operating hours once the order is ready for pickup, and staff will be happy to assist you.

Why do the items in my basket have different pickup dates during checkout ?

Pickup dates may vary for items in your bag because availability differs by store and item. When “Pick up in Store” is selected, we check each item’s stock status at your chosen location. If some items are in stock locally, they may be available for pickup within 3 hours while others may need to be shipped from a Distribution Center.

Can I split my order so that some of it ships to my home and the remainder is picked up at the store? Or can I get something shipped to my store from another store?

Yes, you may place orders with multiple delivery methods. When adding an item to your bag, you may choose your preferred

delivery method; however, available delivery methods may vary depending on the product type and availability.

Shipping charges may apply to items shipping to your home if they do not meet the minimum for Free Shipping.

How long will an item be held in stores? What happens if I don't pick up my order?

Since we have limited space to store these orders, we’ll do our best to accommodate a hold period of up to 7 days.

Can I place my order over the phone or via email? Can someone else pick up my Express Pick Up order on my behalf?

Customers must place Pickup in Store orders on indigo.ca or the Indigo app in order to maintain privacy and adhere to data

security rules. This also allows us to accurately track the order status and

provide any support for billing, refunds or exchanges as needed.

How do I return or exchange an Express Pick Up?

Customers can return and exchange most items purchased through Pickup in Store at any store location within 30 days of pickup.

Alternatively, customers may initiate a return

by visiting Order History on indigo.ca and following the instructions to return the items via Canada Post.

Still have questions?

Please visit our Customer Service Centre at help.indigo.ca to browse our Help Articles and see options to contact us.

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