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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.
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 yourup-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 theitems 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 fromthe 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 alsoClick 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.
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Still Need Help?
Contact Us
Or Call:1 (866) 244-5687
Or Call:
1 (866) 244-5687