Frequently Asked Questions

General

Should I create a JYSK account?

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.

I need help placing an order

If you are having trouble placing an order, please check:

That you have selected ‘update’ at the bottom of the billing information section.
That you are paying with a Mastercard, Visa or American Express.
That your postal code matches what Google maps uses (sometimes this is different than what Canada Post has, but we have found that these will still arrive without issue.)
That your items were in stock for the store or method of delivery you selected.
If you reload the ‘captcha’ make sure to retype the new code.
You might try to switch browsers or use Google incognito.
If you are still having trouble please call us at 1-888-696-5975

Can you transfer items from one store to another?

Due to several reasons, we currently do not offer store to store transfers. Many items are available for order via delivery or special order which takes 3-5 weeks.

Do you provide assembly service?

Currently, we do not provide an assembly service for our products.

Why is the colour on the photo online and the product not exactly the same?

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 apologize for any inconvenience this may cause.

Why was my order cancelled?

This could be due to a variety of reasons from information inaccuracies to stock unavailability. If this occurs, please call us on our toll-free helpline 1-888-696-5975 and one of our agents will be happy to assist you.

Comments, Questions or Concerns

Where can I leave a comment, question or concern?

For any Comments, Questions or Concerns, please contact customer service toll-free at 1-888-696-JYSK (5975) and one of our agents will be happy to help.

Online Shopping

Will JYSK send an order confirmation via email?

Yes. 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.

Can I order by telephone?

Due to security reasons, we are unauthorized to take credit card details over the phone. Also, to ensure that your order is accurate and processed in a timely fashion we require that all orders be placed through the website and we cannot accept an order over the phone.

If you have any questions about the ordering process or require assistance completing your order online, don’t hesitate to call us toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help you.

Why does an order sometimes take just a day, and sometimes take weeks to fulfill?

While we do our very best to fulfill all orders in the fastest available time frame, in the event an item is unavailable at the store, we transfer it from our warehouse to our selected store. This process takes approximately 3 weeks. Please refer our Fulfillment Time Frame in our Shipping Info page: Fulfillment Time Frame.

Can I pay for an online purchase using a gift card or store credit?

At this time we are unable to process gift card or store credit transactions. We are looking to incorporate this on our site in the future.

How can I make a change or cancel my online order?

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.

Please note that orders that have already left the warehouse or store cannot be cancelled or changed. For more information, please visit our Return Policy page.

Local Delivery

How far can furniture be delivered?

All larger items can only be delivered up to a 50 km radius of our local stores.

What items are sent by local delivery?

Larger furniture items are sent by our third party local delivery service.

How will I know when my local delivery order will arrive?

Our third party delivery company 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.

Courier Delivery

How will I know when my items have been couriered?

Once your order has been processed by the store, you will receive an email advising you the tracking number. After which you will be able to track the order.

How can I track my order? What is the Purolator contact number?

Please go to purolator.com website, enter the tracking PIN number emailed to you and track your order.

For any queries about your shipment you can contact Purolator at 1-888-744-7123

In-Store Pickup

I just placed my order. When can I pick up my order?

You will be notified by email as soon as your order is ready for pickup.

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.

Please provide a valid photo ID that verifies the name and address on your ID matches the name and address on the order.

Do I need to bring anything to the store when I pickup my order?

Please provide the following information when picking up your order.

Your notification e-mail.
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.

Where do I pickup my order?

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, please go to the information kiosk and someone will assist you with collecting your order.

Can someone else pickup my order?

For paid pick up orders, 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.

Is every item eligible for in-store pickup?

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 or by calling the store directly.

You can get your local store phone number by going to https://www.jysk.ca/storelocator/

How long will the store hold my order?

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.

Reserve Orders: For the reserve and pick up function, your items will be held until closing of the following business day for you to come and collect your purchase.

*Please note that certain times of the year we may be limited in how long we can hold orders in our stores. Be sure to pay close attention to the time-frame listed in your notification email.

Shipping

Why does the item I want show online but I cannot get it shipped from one store to another?

This is a logistical issue unfortunately. When we ship items to a store they come from our warehouse. This means that if you order something online and it’s in stock in our warehouse, we can ship it to you or any of our locations for you to pick up. If an item is not in stock in our warehouse, then only stores with stock of the item would be able to fulfill your order.

What shipping options are available?

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 Information page.

Can I pick a delivery date/time online when I place my order?

For large items that require local delivery, you will receive a 2nd shipment email only after your order has been processed and your delivery has been scheduled. We use third party delivery and every store will have different a delivery schedule for different areas.

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.

Will you hold the order and ship it at a later time?

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.

Can orders be shipped to a P.O. Box?

Unfortunately we are unable to ship to P.O. Boxes at this time.

Can orders be shipped to foreign countries?

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.

Why can the item not be delivered to my address?

Canada is a big place and sometimes, if you live outside of larger urban centres, our shipping system might not be sure if we can get your items to you. If this happens please call us toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help.

Returns

What is JYSK's return policy?

At JYSK, it is easy to return or exchange an item if you change your mind. For details, please visit our Return Policy page.

My order was cancelled over a week ago. Why do I not see my refund on my card?

If your order was cancelled, we will initiate a refund back to the original method of payment. Processing time for this is typically 3-5 business days from the date you received email confirmation that your order was cancelled. 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.

I want to return my product due to a defect. What do I do?

If you need to arrange for an item to be returned due to a defect covered by warranty, please call us toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help.

I want to return my order. Can you have it picked up at my home?

If your order was purchased online and was delivered via Purolator, we are typically able to arrange for pick up.

For furniture purchases, please arrange for pickup and shipment with a shipping company of your choice.

For store purchases, please return the item directly to the store.

Before returning any online orders, please call us toll free at 1-888-696-JYSK (5975) and one of our agents will provide you with the information you need.

I want to return some items in store but I don't have a receipt?

If you don’t have your receipt, you can provide proof of purchase to qualify for a refund in-store. Accepted proofs of purchase are bank statements, or documentation showing date of purchase, amount of purchase and method of payment.

If you do not have proof of purchase, we offer exchange or in-store credit for lowest system pricing from last 60 days.

If you purchased your item online with your account, your receipt will be available digitally.

For more information please visit our Return Policy page.

How do I return merchandise I purchased in store?

Items purchased from a retail location can be returned for refund within 60 days of purchase.

For returns after 60 days, and in-store credit may be provided. Please note that proof of purchase is required for all returns, exchanges, and warranty repair service.

For more information please visit our Return Policy page.

How do I return merchandise I purchased online?

For questions relating to online orders please call us toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help.

What is JYSK's return policy during Black Friday, Cyber Monday and Boxing Day?

Please note, we will gladly accept items purchased from November 1 – November 31 for exchange or refund with proof of purchase until January 31.

Price protection does not apply, as stated in our Return policy, to Seasonal, AS-IS, Final Sale, Black Friday, or Boxing Day specials.

Does JYSK offer rainchecks?

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.

Damaged or Missing Items

What can I do if I am missing an item or a part of an item from my order?

Please provide us with the following details:

For an Online Order

Order Number
Name/ SKU number of the missing item
Part Number according to the Assembly Instructions

For In-Store Purchase

Receipt Copy
Name/ SKU number of the missing item
Part Number according to the Assembly Instructions
Your Full Name, Address and Contact Number

We will then notify the store and have the missing item/part sent out to you.

Send us your details at Contact Us

What can I do if I am missing the hardware of an item from my order?

Please provide us with the following details:

For an Online Order

Order Number
Name/ SKU number of the missing item
Part Number according to the Assembly Instructions

For In-Store Purchase

Receipt Copy
Name/ SKU number of the missing item
Part Number according to the Assembly Instructions
Your Full Name, Address and Contact Number

We can then have the missing hardware couriered to you by our Spares department.

Send us your details at Contact Us

What can I do if my item is damaged?

Please provide us with the following details:

For an Online Order

Order Number
Name/ SKU number of the missing item
Part Number according to the Assembly Instructions

For In-Store Purchase

Receipt Copy
Name/ SKU number of the missing item
Part Number according to the Assembly Instructions
Your Full Name, Address and Contact Number

We will then notify the store and work on a possible and expedient resolution.

Send us your details at Contact Us

Can I exchange / return an item that is damaged / defective?

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

Order Number
Name/ SKU number of the missing item
Part Number according to the Assembly Instructions

For In-Store Purchase

Receipt Copy
Name/ SKU number of the missing item
Part Number according to the Assembly Instructions
Your Full Name, Address and Contact Number

Advise which store you would like to exchange / return the item to, and we will communicate with them to ensure that you have a smooth exchange / return and quick refund.

Send us your details at Contact Us

Price Protection

What if I buy something and the price goes down? How long after a purchase am I entitled to Price Protection?

Absolutely. You are entitled to Price Protection for up to 60 days after a purchase.

Does Price Protection apply to the same product in other stores?

Currently our price protection policy counts towards previous JYSK pricing in the past 45 days.

Gift Cards

How do I check my gift card balance?

To check your gift card balance requires the physical card to be presented in any store and we can check the gift card balance for you.

Can I redeem my JYSK Gift Card online?

Gift cards can only be used for a purchase in store. It cannot be used for an online purchase.

Everyday Low Price - EDLP

What is Everyday Low Price?

Great value items are marked in store and online as EVERYDAY LOW PRICE.

This means that you will always get competitive low prices on 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.

Security

When I submit credit card information online, is it secure?

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.

JYSK’s web address will look like this: https://www.jysk.ca

Why was my credit card rejected when I have funds on it?

There can be many reasons why a credit card may be declined that are unrelated to available funds.

The first thing to do if this happens is ensure the name and billing address you are entering matches exactly the name and address associated with your credit card. Things to check might include unit or suite numbers, street spelling, or postal code.

If the name and address are correct, the next thing to do is contact your issuing bank to have them confirm there are no issues with the card such as suspicious activity or a block on high price purchases.

If there are no issues reported by your bank and your purchase continues to decline, please call us toll free at 1-888-696-JYSK (5975) and one of our agents will be happy to help.

What is JYSK's privacy policy?

For information regarding our privacy policy please visit our Privacy Policy page.