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.
How do you collect, use, and share my personal information?
Click here to view our complete Privacy Policy, which contains details regarding how we collect, use and share your personal information, and information on your privacy choices.
How do you secure my credit card information when I submit it to one of your websites?
We make great efforts to protect the personal information you submit to our website, including credit card information. We take cyber-security very seriously. We use modern technology and processes and are working with industry leading partners to ensure high security when you are using our site.
How is my email address used?
For full details on how we use personal information we collect from you, including email address, and your opt-out options, please review our
Privacy Policy. Some examples of how we may use your email address are to keep your rewards program membership profile updated, to send you advance copies of our ad and other special benefits, notify you of offers, coupons and discounts, and to email you status updates about your account and the Rewards Program.
What are the shipping options?
When ordering items off of our website there are two parcel shipping options:
Standard (Ships via Ground service)
While ordering, you will be given an estimated delivery date range based on the delivery location and serivce option selected. This date range will also be included in your order confirmation.
What does estimated delivery date mean?
There are two types of estimated delivery dates.
1. Up to the point that your order is fulfilled, we will provide an estimated delivery date range that includes processing and transportation time.
2. Once we have processed your order, you will receive a Shipping Confirmation email that includes a tracking number. Clicking this tracking link will bring up an updated estimated delivery date along with tracking details.
When can I expect my order to arrive
For parcel orders, you will receive a date range for each item during checkout prior to completing your order. After the order is placed, it will take 1-3 business days to process the order before you receive a shipping confirmation email with your tracking number. By clicking this tracking link, you will be provided with an estimated delivery date, along with tracking details. You can also
click here to log-in and view your orders. Once you are logged-in, you can view your order history, shipping status and details, as well as your tracking number.
Can I change my shipping option after my order is placed?
At this time, no change can be made to the shipping option after the order is completed. In order to select the appropriate delivery time to meet your needs, please refer to the delivery date options in your shopping cart.
How are shipping charges determined?
Shipping charges are determined based on the shipping option you select and the weight of the items in your order. Larger items may require a handling fee.
How are handling charges determined?
Handling charges are determined based on the shipping option and/or product dimensions. Please note Handling Charges are non-refundable.
How will I know my shipping/handling charges?
You will see your estimated shipping, handling, and taxes listed in cart and checkout before you place your order. The amount is not final until your items are shipped. You can always see your up-to-date order information by
clicking here to access your account.
Why do carriers label a package as undeliverable?
Our carriers may deem a package undeliverable if an address is incorrect, if there is an address or label format issue, if a package gets damaged, or if there have been failed delivery attempts.
What happens if the carrier cannot deliver the order and it becomes an "undeliverable package"?
Should the carrier return an undeliverable package, you will receive a notification by email and be issued a full refund that includes the shipping charges. Big Lots will not re-ship the order, but you can place another order with the new address if the item(s) are in stock.
What is Big! Delivery?
Big! Delivery is a $149 unlimited flat rate delivery service on select heavy or large items that do not ship through our parcel shipping network. Items include mattresses and select indoor and outdoor furniture. Valid only at biglots.com.
The Big! Delivery Process
- You Place your order. As you place your order, we will communicate expected delivery windows for your Big! Delivery items. We will confirm the delivery windows in your Order Confirmation email
- Your items are prepared for you. The preparation time will vary based on the items you chose, with many Big! Delivery items being constructed just for you
- Your items are shipped. You will receive a shipment confirmation email and your items will be sent from the sourcing location to your local delivery center. It can take up to 7 - 10 days for your items to reach your local delivery center due to scheduling constraints and the sourcing and delivery locations
- You schedule your delivery. Once the local delivery center receives your items, they will contact you to schedule a 4-hour widow to complete your delivery
- Your items are delivered to you. The local delivery partner will deliver the items to your home with the service option selected with your order.
To learn more about Big! Delivery click here.
What are the Big! Delivery options?
When ordering items on biglots.com that qualify for Big! Delivery there are three service levels (delivery options vary by item):
Threshold
- Once your items reach your local delivery partner, you will be contacted to schedule a delivery date with a 4-hour window
- Delivery to the first available dry space of your choice including garage, backyard, deck or first room of home
- Please note delivery fee will be reflected in your cart
- Additional items purchased in the same transaction ship at no additional cost
Room of Choice
- Once your items reach your local delivery partner, you will be contacted to schedule a delivery date with a 4-hour window
- Delivery to your room of choice
- Please note delivery fee will be reflected in your cart
- Additional items purchased in the same transaction ship at no additional cost
White Glove (Mattresses)
- Once you've placed your order, your mattress will be custom built. When your mattress is ready, you will be contacted to schedule a delivery date with a 4-hour window
- Setup of new mattress in your room of choice (up to 2 flight of stairs) including unpacking, debris removal and light assembly
- Removal of old mattress
- Please note delivery fee will be reflected in your cart
- Additional items purchased in the same transaction ship at no additional cost
To learn more about the Big! Delivery service levels click here.
Delivery estimates vary by item, sourcing location and delivery address. You will be given an estimated delivery range while placing your order and it will be confirmed in you order confirmation email. You will have the option to choose a specific delivery date and 4-hour window once you've been contacted by your local delivery partner. You will be contacted via the phone or email you provide on your order.
Can I change my delivery option after my order is placed?
At this time, no change can be made to the delivery option after the order is completed. In order to select the appropriate delivery time to meet your needs, please refer to the delivery options at checkout.
Can I change my delivery date after it has been scheduled?
Contact the delivery carrier at least 24 hours in advance of the scheduled delivery date to reschedule your delivery. You can find the contact information in your delivery appointment scheduling email.
Where do we ship?
Big Lots ships to residential and business street addresses within the 48 contiguous states. Big Lots does not currently ship to Alaska and Hawaii and we do not ship to P.O. boxes.
Does Big Lots Ship to APO, FPO or DPO Addresses?
At this time, we do not ship to APO, FPO or DPO addresses.
How do I change the shipping address for my order?
The shipping address of most orders cannot be modified once the order has been placed. A new order must be created with the correct shipping address after cancelling the order. Prior to shipment, you have a short window to cancel any order. If you have any further questions or need assistance, please contact our Customer Care team at 1-866-BIG-LOTS (244-5687).
For Big Delivery Items you can call customer care to update shipping address after order placement.
During the checkout process, you can update your shipping address if you haven't placed an order yet. By clicking here, you can update your shipping address directly in your account.
Will my order arrive in multiple packages?
If your order has multiple items, it may require multiple packages to fulfill. This will not impact your shipping charges. You will receive a tracking number for each package.
How do I ship my order to a non-billing address?
To ship items to an address that is different from your billing address, simply enter a new address during the checkout process.
How do I track my order?
You will receive a tracking number link to Big Lots' order tracking portal in your shipping confirmation email. You can also
Click here to log-in and view your previous orders and find your tracking information.
For Serta mattress orders, please
click here to track your order and view its status. Make sure to have your order number and your zip code ready.
Can I ship my order to multiple addresses?
Unfortunately you cannot ship to multiple addresses, however, you can create a separate order for each shipping address.
Which deliveries will be charged sales tax?
Applicable sales tax will be added in accordance with state and local statutes.
Can I ship to a Big Lots store?
At this time we do not offer the ability to ship to a Big Lots store.
Can I ship to a place of business?
Yes, you can ship an item to any place of business with a valid street address, within the 48 contiguous states. We cannot, however, ship to a business with a P.O. box address.
What do I do if my delivery item is damaged?
If you received a damaged item after your scheduled delivery, please contact our Customer Care Team at 1-866-BIG-LOTS (244-5687).
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 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.
What happens if I don’t pick up my order?
Your order will be cancelled if it has not been picked up within 4 full 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.