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FAQs
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- Track An Order
- Return An Item
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I can't remember how to log in to my account. What should I do?
If you are having difficulty remembering where to go to access your online account, simply click here. You will then be prompted to enter your email address and your password.
How do I reset my user name or password?
For help with resetting your username and password click here to be directed to our password help page. You will then be prompted to enter your email address, and we’ll send you a link to reset your password.
How do I create an account online?
Creating an online account is quick, easy and it's free! Simply click here and enter your name, email address and a password and you're ready to go.
Can I create a Biglots.com account before I place an order?
Yes, simply click here to create an online account and then proceed to place your order.
How can I manage my email subscriptions?
To manage your email subscriptions, click here. You will then be prompted to log-in and from here you will have access to your account email preferences. Select all of the options that apply and click on ‘Save Preferences’.
What is the return policy for items purchased online?
Most merchandise purchased on biglots.com can be returned either in-store or by mail. The return must be made on or before the return by date listed on the packing slip. The merchandise must be in its original condition, complete with accessories, packaging and instructions. Merchandise returned by mail must be accompanied by the packing slip. Merchandise returned in-store must be accompanied by the packing slip or the order confirmation email showing the order number. Refunds will be issued in the same form of payment originally used for the purchase. Shipping and handling fees may not be refundable. We reserve the right to research the original purchase and to limit or decline refunds. You may be charged a processing fee. The processing fee will be 20% of the purchase price. For full return policy, details and restrictions, click here.
What is the return policy for items purchased in a Big Lots store?
Most merchandise purchased in a Big Lots store can be returned to a store within 30 days of the date of purchase. The merchandise must be in its original condition, complete with accessories, packaging and instructions, and be accompanied by a receipt. Refunds will be issued in the same form of payment originally used for the purchase. We reserve the right to research the original purchase and to limit or decline a refund or exchange. Please note that items purchased in a Big Lots store cannot be returned by mail. For full return policy, details and restrictions, click here.
How do I return an item I bought online?
There are two ways to return a product bought on biglots.com:
In-Store
Bring the packing slip or order confirmation email, along with the items you wish to return in their original packaging and condition, to your Big Lots store of choice and we'll take care of the rest. Find a Big Lots store near me.
Online
- View your Order History by clicking here and logging on to your account or entering your email address and order number.
- Click on the order number for the item you want to return. Your order number is on the reverse side of the packing slip and on your order confirmation email.
- From your order details page, click "Return Item" and select the items you would like to return. We will generate your return documentation and provide instructions for sending back your package.
If you wish to return a Serta mattress or box spring, contact our Customer Care Support Center at 1-866-BIG-LOTS (244-5687) for assistance with making your return. Please be prepared to provide your order number and email address, or your rewards number, so that we may better assist you.
Please note:
- Returns must be made within 30 days of receipt
- The item must be in its original packaging and condition
- Returns are subject to a 20% of purchase price processing fee*
- Delivery and handling fees will not be refunded*
*Some exclusions may apply
If you need assistance with your return, please contact our Customer Care team at 1-866-BIG-LOTS (244-5687). To view our full return policy click here.
How do I return a Big! Delivery item?
If your item was delivered to you via BIG! Delivery, please follow the instuctions below.
- Returns must be made within 30 days of receipt.
- Bring the item, along with all packaging, paperwork, parts and accessories to any Big Lots store.
- Present the item and the order confirmation email showing the order number to a store associate for assistance
- To ensure a refund or exchange, the item must be in its original packaging and condition.
- If you do not wish to return an item delivered to you via BIG! Delivery to a Big Lots store, contact our Customer Care Support Center at 1-866-BIG-LOTS (244-5687) for assistance with making your return. When contacting our Customer Care Support Center, please be prepared to provide your order number and email address, or your rewards number, so that we may better assist you.
Additional Return Rules & Restrictions
Unless you received a damaged or defective item or an item different than what you ordered:
- You maybe charged a processing fee of up to 15% of the items' sales price.
- Delivery and handling costs will not be refunded.
I need to return an item I assembled. What should I do?
If you need to return an item that you purchased in store and it has been assembled, you can simply return it into any Big Lots store. Some assembled items do not require their original packaging but must have a proof of purchase to return them. If you need to return an assembled item that you purchased online, please contact our Customer Care team at 1-866-BIG-LOTS (244-5687).
How do I track my return?
To track your return you can either use the link in the email or you can visit our Order Status page.
How do I know if a product I bought has been recalled and what do I do with the recalled product?
To determine if a product you purchased has been recalled, click here for a current listing of any recalled products. If the product has been recalled and you purchased it in-store, please bring the recalled item to the store nearest you for a refund. If the product has been recalled and you purchased it online, you may return the item to your local store or visit our order history page to return by mail.
I need to return an item but I cannot find my packing slip. What should I do?
If you need to return an item that was purchased online but you cannot find your packing slip, visit our order history page for information on starting the return process. You may also return your item at any one of our stores. Just bring in a copy of your order confirmation email, shipment confirmation email or a copy of your order details.
How do I return an item greater than 70 lbs.?
If you are returning a damaged, defective or incorrect item and it weighs more than 70 lbs., or you are unable to use your pre-paid return shipping label, please contact our Customer Care Team at 1-866-BIG-LOTS (244-5687).
Can I exchange items bought on the website?
If you purchased an item online and would like to exchange it, please bring that item into a Big Lots store. We cannot accept or process exchanges by mail. Exchanges will be made only if an item identical to what you originally purchased is available, and at a lower or original cost at the time of the exchange.
Can I return a gift that was bought for me on biglots.com?
If you received an item from biglots.com as a gift and wish to return it back through the mail, a refund will be issued back to the original source of payment (i.e., the credit card that was used by the person who purchased the gift). If you wish to return the gift you received into a store, a refund will be issued in the form of a merchandise credit (Big Lots gift card).
Who pays for return shipping costs?
We will cover the cost of return shipping for items being returned that are damaged, defective, or if the wrong item was shipped.
What information should be included with return via mail?
In order to process your return accurately and timely, please include the original packing slip, return slip, all items in packaging, paperwork, parts, and accessories. Please note that items purchased in a Big Lots store cannot be returned by mail.
Who do I contact if I have a question about my in-store/online transaction?
For credit/debit/EBT purchase questions, please contact us. If you have questions about your declined in-store check purchase, please contact our 3rd party check collection agency, Certegy, toll-free at 1-800-533-4909.
I have duplicate/multiple charges on my account for the same transaction. How can I resolve the issue?
For questions regarding duplicate/multiple charges on your account, please contact us.
Can I pay my Big Lots Credit card bill in store?
Yes you can pay your Big Lots credit card bill at checkout in your local store.
My refund hasn't posted to my account yet. How can I resolve the issue?
For a refund processed on your credit or debit card, timing is controlled by the issuing bank and can take up to 5 business days to post into your account after it is processed by Big Lots. For issues surrounding your refund, please contact us.
Does Big Lots accept SNAP/EBT benefits?
Only select stores accept SNAP/EBT benefits. To find a participating store, click here to be directed to our store locator page. Enter your zip code or city and state to find the Big Lots locations in your area, then use the SNAP/EBT filter option to locate a participating Big Lots store. Click here for more information about the SNAP program.
Does Big Lots accept checks?
Big Lots will accept both personal and commercial checks for in-store purchases only. Big Lots does not accept any form of 3rd party checks, counter checks, post dated checks, checks made out to "cash", checks made for more than the amount of purchase, payroll checks, money orders, or travelers checks.
How do I obtain a duplicate receipt for in-store purchases?
Duplicate sales receipts for in-store purchases are provided for all transaction at the registers.
How do I obtain a duplicate receipt for an online order?
You can obtain a duplicate receipt for your online order by visiting biglots.com and logging into your online account. From here, you are also able to review your online purchase and print your order confirmation. Click here to view your online account.
Where can I purchase a gift card?
Gift cards are available for purchase at any of our stores or online here.
Can I use my Big Lots gift card online?
Yes! You can use your gift cards online at Biglots.com!
How do I check the balance on my gift card?
To check online, click here.
By phone, simply call the number provided on the back of your card to listen to your available balance.In store, our cashiers can scan the card to retrieve the balance.
My organization is tax - exempt. How can I make purchases in-store or online?
At this time, there are no eligible Tax Exempt items allowable for online purchases. With the proper documentation and identification, Tax Exempt purchases are available in stores.
What forms of payment do you accept online?
Big Lots Stores
All Visa Cards, MasterCard, Discover and American Express credit or debit cards. Big Lots Credit Card Big Lots Gift Cards Easy Leasing (Progressive Lease to Own program) Cash Personal checks Traveler's checks EBT cards in participating stores Mobile Payment (Apple Pay, Google Pay, PayPal, Venmo)
Biglots.com
All Visa, MasterCard, Discover and American Express credit or debit cards. All Credit Cards must be issues in the United States and have a United States billing address. Big Lots Credit Card Big Lots Gift Card Easy Leasing (Progressive Lease to Own program) Apply for a new lease and complete with in store pick up or use and existing lease. Mobile Payment (Apple Pay, Google Pay, PayPal)
Click here to see all payment types.
What forms of payment do you accept In-store?
We accept cash, checks, gift cards, merchandise cards, EBT/ SNAP (at select stores), Visa, Mastercard, Big Lots Credit Card, American Express, Discover, and Apple pay for in-store purchases.
How many days do I have to pick up my order in store?
Your order will expire 4 full business days after the Ready for Pick up email is sent.
Can I sign up for text messages letting me know my order is ready for pick up?
No text messages available for pick-up orders, but you will receive an email when your order is ready for pick-up and can always check your order status on Biglots.com.
Can I pick up my order the same day?
Yes, orders placed before 5 p.m. can usually be picked up the same day. Always wait to receive the Ready for Pick up email before heading to your store.
How do I cancel my Pick up In Store order?
Your order will be cancelled if it has not been picked up within 4full business days after the Ready for Pick up email is sent. You will not be charged for these items and will receive an email confirming the cancellation.
What happens if I don’t pick up my order?
Your order will be cancelled if it has not been picked up within 4full business days after the Ready for Pickup email is sent. You will not be charged for these items and will receive an email confirming the cancellation.
Can I change my pick up location after placing a Pick up In Store order?
No, not at this time. We suggest letting your order cancel by not picking it up. You can place a new Pick up In Store order at your preferred location at any time.
Can someone else pick up my order for me?
Yes, you can set an alternate pick up person while checking out. Please note that this cannot be done once your order has been placed.
What do I need to bring to pick up my order?
You will need the Ready for Pick up email (shown on your phone or printed) along with a government issued photo ID.
How do I pick up my order once I arrive at the store?
See a cashier who will scan the order barcode found in the Ready for Pick up email (shown on your phone or printed). After showing your government issued photo ID, the cashier will retrieve your items and you’ll be on your way.
Can I apply a promo code to my Pick up In Store order?
Yes, you can apply a promo code only during the checkout process online.
Will I get a receipt for my Pick up In Store order?
Yes, the store will provide one when your order is picked up. You can also find your order information in yourOrder History.
How do I earn a Reward on a Pick up In Store order?
If you are a Rewards customer and are logged in when placing your order, your transaction will be reflected in your account within 48 hours of the order being picked up. If you forgot your Reward, see an associate to link it to your account.
Click here to manage your order.
Can I price match my order?
Yes, see a store associate for further assistance and click here for additional information on our Price Promise.
Is there an additional charge for Pick up In Store orders?
No, it’s a FREE option we’re happy to provide Big Lots customers.
How can I return items from my order?
Simply bring your return and your receipt to any Big Lots store.
For additional information on our return policy,click here.
Can gift cards be used on Pick up In Store orders?
Yes, gift cards can be used online when you choose the Pick up In Store option.
When am I charged for my order?
Your credit card is pre-authorized after you have completed your online order. Nothing is charged to your card until an item has shipped out.
If your order contains in-store pickup items and items being shipped, you may see multiple pending authorizations when items are being shipped. We will charge you for the item(s) when it is ready to be picked up. Additional charges will eventually drop off after merchandise is picked up in-store or merchandise is delivered but could take up to several days. Your bank may hold this amount for a specified amount of time, depending on your bank's policy. Big Lots cannot remove authorizations from your account, only your financial institution can assist. Cancelled orders automatically trigger a refund or removal of a hold on your card. If you notice a pending charge against your account for a cancelled order, contact your financial institution to inquire about removing the hold or the timeframe for removing it from your Account.
How do I return a Curbside Pickup order?
Simply bring your return and your receipt to any Big Lots store.
Can I cancel my Curbside Pickup order?
Your order will be cancelled if it has not been picked up within 4 full business days after the Ready for Pick up email is sent. You will not be charged for these items and will receive an email confirming the cancellation.
Who can pick up my order?
You can set an alternate pick up person while checking out. Please note that this cannot be done once your order has been placed.
What if no one brings my products out to my car when I arrive at the store?
Call the phone number listed on your order.
Can I change my Curbside Pickup order?
No, not at this time. We suggest letting your order cancel by not picking it up. You can place a new Curbside Pick Up order at your preferred location at any time.
Do I need identification?
Yes, you’ll need to show ID to pick up the order.
When can I pick up my order?
When you get your Ready for Pickup Email, head to the store. Curbside will only be available during daylight hours. Associates will not bring your order out to you after dark.
Where Should I Park?
Park in designated spot during daylight hours, then call the phone number listed on your order.
What if I’m picking up for someone else?
When you call the store, please have the order information ready. They will ask for the name of the person who placed the order.
What is Same Day Delivery?
Same Day Delivery features same day delivery of your items, scheduled at your convenience and delivered from your local Big Lots stores. Delivery is available 7 days a week for everything from small household essentials to furniture and more. You can Choose from two-hour delivery windows for all in stock items. Orders received prior to 2pm local time will be eligible for same-day delivery. Orders received after 2pm local time will be eligible for next day delivery. Some items may not be available for same day delivery or may have earlier order cutoff times depending on the item’s size and delivery address.
Where is Same Day Delivery available?
Same Day Delivery on BigLots.com is available from most Big Lots stores. However, there are some areas where availability is limited or not yet available. Hours and delivery windows vary by store. If you don’t see your local store, please check back soon on BigLots.com since new stores will be added in the future.
Who are our delivery professionals?
We're working with PICKUP’s Delivery Pros who are composed of a fully vetted network of independent contractors from your local community. Delivery Pros undergo a comprehensive background check and onboarding to ensure a safe and reliable delivery experience.
How do I schedule my delivery?
You can schedule delivery on BigLots.com as soon as same day, or later in the week – it’s your choice! You can select your delivery day and window in your cart on Biglots.com. Delivery availability and windows vary by market and store, and are subject to store operating hours including holidays. You will receive updates as your delivery progresses.
What if there are no delivery windows available?
Sometimes delivery windows may not be available due to high demand. If you are unable to find a window that works, we recommend checking back frequently or selecting from available windows. We are constantly adding available delivery windows.
What will the Delivery Pro present to the store when picking up items?
The customer’s name, order details and order # will be presented in the Delivery Pro’s mobile app.
What items can I order using Same Day Delivery?
Almost anything in stock in your local Big Lots store can be delivered. This includes household essentials, groceries, apparel, footwear, electronics, kids, toys, pet supplies, personal care, holiday, seasonal, bed & bath, home décor, home storage, furniture and mattresses.
Is there anything Big Lots does not deliver same day or require special handling?
Some items, such as large gazebos, require special handling. Once you place your order, our Success Team will contact you to gather more details based on the specialty items.
What does Same Day Delivery include?
Everything from small household essentials to furniture and more. For Large furniture items, enjoy in-home delivery to the room of your choice. Should you prefer contactless delivery, you can specify those instructions to the delivery driver when they contact you to confirm your delivery. For all other deliveries, we’re providing contactless delivery to a location of your choice (garage, patio, front door).
When is Same Day Delivery available?
Same Day Delivery is available 7 days a week during store hours. Hours and availability may vary by location. Customers can visit biglots.com for the latest information on store hours and coverage.
How do I request assembly of my items?
Big Lots does not offer assembly services at this time.
How do I request haul-away of my old items?
Haul-away is only available for items ordered with Big Delivery! "white glove" service.
For California residents requesting mattress haul-away, click here.
What do the Delivery Pros do to protect furniture?
Delivery Pros will inspect and secure all furniture and extra-large items for transport with tie-down straps, blankets and stretch wrap.
What does Same Day Delivery cost?
Please refer to pricing on BigLots.com by adding items the delivery details to your basket. The delivery cost will be presented prior to placing your order.
Who can I contact if there is an issue with my delivery?
Please contact our customer care team. We apologize for any delays you may experience due to increased call volume.
What happens if I need to cancel my delivery?
Please contact our customer care team.
What happens if I need to return an item?
If you need to return an item, please contact your local Big Lots storewhere theycan assist you with next steps and proceeding with the return.
What happens if I need to modify my same day/delivery from store order
Unfortunately, once a Buy Online Pick Up in Store, Deliver From Store, or Ship From Store order is placed, there is not currently a way to modify the associated information. Please ensure your order details are correct prior to placing your order online.
What happens if I need to Change Delivery Details or Reschedule a Same Day/Delivery from Store Order?
Please contact our customer care team.
What happens if my card gets declined?
The order will be cancelled to protect customer information. A new order can be placed on Biglots.com.
How do I tip Delivery Pros?
Tipping is optional and always sincerely appreciated by the Delivery Pros. Once your delivery is complete, you’ll receive an email and a SMS/text message with a link to tip your Delivery Pros.
Does the customer need to be present at the store in order to accept my order?
The customer is not required to be present at the store. The Delivery Pro will do all the work. For furniture and larger items, your Delivery Pro will contact you prior to arrival to confirm order details and any special instructions/accommodations.
How can I prepare for my furniture delivery?
To better prepare for your delivery, we’ve provided a few tips for furniture delivery: 1) Your Delivery Pro will contact you prior to arrival at the store to introduce himself and confirm your order details. 2) Please be sure that the path to the street-level delivery location is clear before your Delivery Pro arrives.
How can I provide feedback about my delivery?
Once your delivery is complete, you’ll receive an email and text message with a survey link to share feedback about your delivery experience. We appreciate any and all feedback!
What happens when some of the items I ordered are not available?
If an item you ordered is unavailable at the store, it will be removed from your order. You will receive a follow-up email from Big Lots informing you which items are unavailable. If this impacts your decision to proceed with the order or delivery, please contact our customer care team.
What payment options does Big Lots offer in-store and online?
Great question! To find all of our payment options, simply click here.
Still Need Help?
Contact Us
Or Call:1 (866) 244-5687
Or Call:
1 (866) 244-5687