Nordstrom COVID-19 Update

Which stores are closing? Why?
We prioritize the health and safety of our employees and customers. As a result of new guidance in Canada, we've temporarily closed several of our stores to help slow the spread of COVID-19. Check your store for service availability.

When will you reopen?
We don't have a reopening date yet. We will continue to provide updates to our employees and customers as we have them. We'll only reopen our stores when it's allowed by the provincial government and we're confident we can ensure the health and safety of our employees and customers.

How will you serve customers during this time? Will curbside services still be available?
We'll continue offering safe contactless curbside services, including order pickup and returns, gift wrapping and virtual gift help. We remain open online at Nordstrom.ca.

How are you handling pay and benefits for employees during this time?
We realize the impact this has on our employees and the hardship it may cause. We're doing everything we can to help them to continue to earn a paycheck and receive benefits during this temporary closure, including providing in-store fulfillment and curbside service opportunities and store closure pay.

What services are available at closed Nordstrom Rack stores?
While we've temporarily closed some stores for shopping, you can still pick up your online order or completed alteration, or make a contactless return. When you get to the store, just call the number on the door sign. For order pickup or alterations, please park in the indicated areas, open your trunk and we'll bring out your items. If you'd like to make a return, please make sure you have proof of purchase ready and bring the item to the door.

Are stores currently open?
Based on the latest COVID-19 guidance, we are safely opening stores as local regulations allow. Find out if a store near you is open and/or offering curbside services.

Can I still shop online?
Yes! Nordstrom.ca is available and ready to help you find what you need during this time. As always, we offer free standard shipping and returns for online orders.

Can I pick up my online order?
We're offering safe, contactless Curbside Pickup for online orders at selected stores, as local regulations allow. Find out if a store near you is offering curbside services. To place an order for pickup, look for the "Buy & Pick Up" option or select "Curbside Pickup" at Checkout. We'll notify you once your order is ready for pickup—and when you arrive, we'll bring your items directly to the trunk of your car.

How does safe, contactless Curbside Pickup work?
Select "Pickup" when you place your order online, and we'll send an email notification that your order is ready for pickup. At the store, go to the designated pickup area and tap "I'm at the store" in your Ready for Pickup email or call the store's phone number posted in the pickup area to let us know you've arrived. We may ask for your order information and the make, model and color of your car. Simply pop open your car's trunk and we'll walk outside and place your order directly in there, remaining at a safe distance.

Why is my shipment delayed?
We appreciate your patience with the shipping delays. Due to increased order volume and the impact of COVID-19, it may take longer than usual for your order to arrive. We are working to get orders out to you as quickly as possible. Keep an eye on your email for all order updates, or check the status of your order.

Where's my order? Why isn't there a tracking number yet?
We appreciate your patience. We are working to get orders out to you as quickly as possible.

Tracking numbers for your order shipments become available once our carrier partners pick up the packages for delivery. We'll send an email to you as items in your order ship, and this will contain a link to the most up-to-date tracking information for your order. You can also check your order status to get the latest shipping and tracking info.

Can I delay my shipment?
Once your order is placed, we start working on it right away. At this time, we are unable to delay or hold shipments.

How do I cancel my order?
Unfortunately, we're unable to change or cancel an order after you've placed it. If you decide not to keep your items, you can always return them by mail or in store. Nordstrom returns are always free. If we have to cancel your order for inventory or other reasons, we'll notify you as soon as possible. Your credit card will not be charged if we are unable to fulfill and/or cancel your order for any reason.

What is your return policy?
Nordstrom does not have a set time frame for returns. We handle returns on a case-by-case basis with the ultimate objective of making our customers happy. We stand behind our goods and services and want customers to be satisfied with them. We'll always do our best to take care of customers—our philosophy is to be fair and reasonable. If you do return items, we'll apply the refund to the tender they were purchased with. If no record of sale is available and we choose to provide a refund, your personal identification will be required to process the return, and the return will be provided at the current price on a Nordstrom Gift Card. For further information, read more about our approach to returns.

How do I return my items if stores are closed?
You can return items purchased in store or online by mail at this time, or to any Nordstrom store at a later date. Nordstrom does not have a set time frame for returns. Start your return online and print a prepaid shipping label.

Due to an increased volume of returns and the impact of COVID-19, we're experiencing processing delays and anticipate returns and/or refunds will take longer than our usual 14 business days.

How do I return my items ordered online?
Return your items by mail using the prepaid shipping label included in your shipment. Include the invoice with your items, place the prepaid shipping label on the outside of the box and take your package to the nearest Canada post location.

If you do not have an invoice or return label, you can start the return process online and print a prepaid shipping label.

Due to an increased volume of returns and the impact of COVID-19, we're experiencing processing delays and anticipate returns and/or refunds will take longer than our usual 14 business days.

Are distribution centres still open?
Our distribution centre and in-store fulfillment remain open where permitted by local governments. This enables us to continue serving customers online. We appreciate their commitment to serving customers and are grateful for their dedication. We're continuing to pay close attention to all local regulations and will take steps to remain in alignment with those, including closing facilities where needed.

What is being done to protect distribution centre employees and those fulfilling orders in your stores?
The health of our employees is a priority, and we take seriously the responsibility we have to create a safe work environment. We've put additional precautions in place, including health screenings, mandatory face masks, additional cleaning, adjustments to allow for social distancing between employees and resources to help them stay healthy. If employees feel unwell, we are directing them to stay home and have implemented quarantining where appropriate. Given these steps, and guidance provided by local and national health experts, we feel confident our facilities continue to be safe workplaces for our people.

Are price adjustments available for items purchased online?
If we (or a selected competitor) mark down the price of an item you've already purchased, we will gladly adjust the sale price at your request within 14 days of your shipment date. Price adjustments do not apply to items included in Limited-Time Savings or Extra Savings events. See price adjustment details.

Are price adjustments available for items purchased in stores?
We completely understand wanting to take advantage of the best deal possible. For items purchased at our stores, we recommend contacting your store. The decision on the adjustment will be considered and taken care of at that time.

Do I get to keep my Nordy Club status in 2021 due to COVID-19?
Yes! We're excited to announce we're extending all Nordy Club statuses through 2021. That means you'll keep whatever your current status is for the rest of 2021, no matter your yearly spend in 2020.
Explore The Nordy Club