Safety Measures for open Apple Stores

Q: I’ve heard that some Apple Stores near me are now open. How do I know which stores I can visit?

A: Some of our retail stores are now open. Please check apple.com/ca/retail for the latest on store reopenings, services available and opening hours.

Q: Will I have to queue?

A: At Apple Store locations that have fully reopened for shopping and Genius Support, you may experience short waiting times before being allowed to enter the store. To maintain physical distancing, we are limiting store occupancy and giving everyone lots of room. Not all our stores have resumed full operations. Please check the status of your nearest Apple Store at apple.com/ca/retail.

Q: How is physical distancing practised at Apple Store locations?

A: In every store, we’re limiting occupancy and giving everyone lots of room, while renewing our focus on Genius Support and one‑to‑one, personalised service throughout the store.

We have reduced the number of products on display in our stores so customers can shop and browse while maintaining a safe distance between themselves and others.

Not all our stores have resumed full operations. Please check the status of your nearest Apple Store at apple.com/ca/retail.

You can get all the same great products and services from our online store with free, contactless delivery and one-to-one shopping help from a Specialist via Chat, or by calling 1-800-MY-APPLE. Shop Apple Store online.

Q: Will I have to wear a mask when I visit an Apple Store?

A: Yes. Face masks will be required for all our teams and customers while visiting an Apple Store and we will provide them to customers who don’t bring their own. N95 masks with valves and masks that do not cover your nose and extend below your chin — such as bandanas — are not permitted at Apple Stores. Replacement masks will be provided as needed.

Q: What does contactless temperature check mean?

A: Before you enter an Apple Store, we will take your temperature using a thermometer that does not touch the skin to ensure that it measures below 37.5° C (99.5° F). No data from this procedure will be recorded. Prior to your store visit, please ask yourself the following health-related questions: Do I currently have a fever, chills, muscle or body aches? Do I currently have a cough or am I experiencing any respiratory issues? Do I have a headache, sore throat, runny nose or congestion? Am I experiencing any nausea, vomiting or diarrhoea? Have I been in contact with any suspected or confirmed cases of COVID-19 in the last 14 days? If you answer YES to any of these, please visit at a later date. You can get all the same great products and services from our online store with free, contactless delivery and one-to-one shopping help from a Specialist via Chat, or by calling 1-800-MY-APPLE. Shop Apple Store online.

Not all our stores have resumed full operations. Please check the status of your nearest Apple Store at apple.com/ca/retail.

Q: What protocols are you following to keep Apple Store locations clean?

A: Throughout the day, we’re conducting enhanced deep cleaning that places special emphasis on all surfaces, display products and highly trafficked areas. Devices that are passed back and forth between our team members and customers are wiped down before and after each use. We also conduct enhanced deep cleaning of our stores at night.

Shopping and Pickup

Q: Will I be able to browse? Try the products? Go into the store?

A: You can shop, browse and try out products at Apple Store locations that have fully reopened. We’re focused on limiting occupancy in every store, so you may experience short waiting times before being allowed to enter.

We have reduced the number of products on display in our stores so customers can shop and browse while maintaining a safe distance between themselves and others.

In order to ensure the safety of our customers and team members, we are currently limiting personal setup sessions in stores. You can learn how to set up your products and transfer your data at support.apple.com/en-ca.

Not all our stores are open for shopping yet. Please check the status of your nearest Apple Store at apple.com/ca/retail.

You can get all the same great products and services from our online store with free, contactless delivery and one-to-one shopping help from a Specialist via Chat, or by calling 1-800-MY-APPLE. Shop Apple Store online.

Q: My local Apple store has reopened and I’ve placed an order to pick up in-store. What safety measures can I expect when I arrive?

A: To ensure a healthy environment, physical distancing measures may result in delayed store entry. Temperature checks and masks may be required to enter the store. And your pickup will be contactless.

Please check apple.com/ca/retail for your local store opening hours, or call us on 1-800-MY-APPLE.

Q: Can I come and pick up a product without going into an Apple Store?

A: Many of our stores have pickup in front of the store or outside pickup available for online orders. When you place your order online, you will see pickup options for stores near you. You may be required to choose a time window for picking up your order. We’ll email you detailed pickup instructions and send you a text and email when your order is ready. You can also check the status of your order on the Apple Store App or at apple.com/ca/orderstatus.

You can find the opening hours and status of your nearest Apple Store at apple.com/ca/retail.

Deliveries

Q: Can I still place a new order with Apple?

A: Yes. For purchases with free, contactless delivery, shop online at apple.com/ca/shop or with the Apple Store app. You can also place an order and select a time for contactless pickup at your nearest open Apple Store.

Q: How can I receive delivery of my online order safely? Is there an option for contactless delivery?

A: Apple’s delivery partners are providing a variety of options to help ensure your safety. Once you have a tracking link for your shipment, visit the carrier’s website to learn more or to take action to manage your delivery. For example, your driver may ask for verbal confirmation of receipt from a safe distance to satisfy the signature requirement, or may leave lower-cost shipments at your door without a signature required. To learn more about your specific delivery options, use the tracking link for your shipment available at apple.com/ca/orderstatus.

Returns

Q: Can I return or exchange my product at my local Apple Store?

A: For products purchased online, you can start a contactless return at apple.com/ca/orderstatus. For purchases made at an Apple Store, you can return your product within 14 days after the store reopens. Some stores may be open for outside pickup with limited support and are unable to complete returns at this time. If your local store has only outside pickup available, you can return your product once the store has fully reopened. You can check your local store opening hours and status at apple.com/ca/retail.

Q: How can I return an order I bought online while under lockdown restrictions?

A: Start a return online at apple.com/ca/orderstatus where you can create a return shipping label to ship your product from a dropoff point or schedule a pickup at your location.

Learning and Support

Q: Can I get Genius Support at an Apple Store?

A: The best way to get Genius Support is to make an appointment before visiting the store. Go to getsupport.apple.com to schedule an appointment.

To change your Genius Support appointment, you can also go to mysupport.apple.com or use the link provided in your confirmation email.

Not all our stores have resumed in-store Genius Support. Please check the status of your nearest Apple Store at apple.com/ca/retail.

If you need Genius Support sooner, you can get help from our experts via phone, chat or email at getsupport.apple.com.

Q: What’s the status of my repair?

A: You can check the status of a repair online at support.apple.com/en-ca/repair.

Q: Can I participate in a Today at Apple session at an Apple Store?

A: We’ve temporarily paused Today at Apple programming in our stores, but are excited to offer creative projects you can do at home with Today at Apple at Home. Please visit apple.com/ca/today/feature/today-at-home.

Temporary Store Closures

Q: My local Apple Store is closed. When will it reopen?

A: Please check apple.com/ca/retail for the latest on Store Closures and Opening hours. We are committed to providing exceptional service to our customers. For service and support, go to support.apple.com/en-ca or call 800‑275‑2273. For purchases with fast and free delivery, visit apple.com/ca/shop or the Apple Store app.

Q: I placed an order online and had it shipped to the Apple Store that is now closed. Can I make changes?

A: Yes, visit apple.com/ca/orderstatus to view the status of your order and make changes. You can also contact us from this page to get help.

Q: How do I complete a trade-in while stores are closed?

A: We’ve made it easy to trade in an eligible device online. Just answer a few questions regarding the brand, model and condition of your device. We’ll provide an estimated trade-in value or a simple way to recycle it.

If you accept the trade-in estimate online, we’ll arrange for you to send us your old device. Once we’ve received it, we’ll inspect it and verify its condition. If everything checks out, we’ll credit your original purchase method. If you choose to trade in for a gift card, we’ll send you an Apple Store Gift Card via email.

Go to apple.com/trade-in to start your trade-in.

Q: I need to get my device repaired. How can I do that if retail stores are closed?

A: You can start a repair online or contact support at support.apple.com/en-ca.

Q: My device is at a closed Apple Store for repair. When can I get it?

A: You will be able to collect your device once your Apple Store reopens. If your repair is not yet complete, we may need additional time after we reopen. You will be contacted once the store has reopened and your device is ready, and you will receive instructions on how to pick up your device.