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My order was declined, but I just checked with my bank or credit card issuer, and they say I was charged for the declined orders. Why is that?
You are not charged for declined orders. Your bank or credit card issuer still shows those charges as pending until they receive final confirmation that those orders were in fact declined, which usually happens in the evening.
When you make a purchase online, your credit card is not actually charged at that moment. The card processor checks with your bank or credit card issuer to first make sure you have enough available credit to complete the purchase. At that time, your bank or credit card issuer places a hold, or pending charge, on the amount of the intended purchase against your card. The card processor then makes sure the other information you input (for instance, your address) is correct, and if all is well the transaction is processed. If not, such as if you enter an incorrect address, then the transaction is declined.
In either case, your bank or credit card issuer still only has the pending charge on your account. The transaction won't be finalized until the early evening when the card processor sends final confirmations for all of the day's transactions to the banks as explained above.
So, if you had 3 transactions declined and one accepted at 2:00PM, and then checked with your bank at 3:15PM, they would still show all 4 transactions on your account. That is because they won't know until later that evening that 3 were declined. Once they receive that information, those pending charges will be removed from your account.
Charges made after that day's transactions are confirmed, will be processed with the following day's charges.
This is not a situation unique and is how virtually all online transactions are handled.
PLEASE NOTE: Some banks or credit card issuers can take 48 hours or longer before they remove pending charges.
How do I place an order?
To place an order, select and add items to your shopping cart and click the 'View Cart & Checkout' button. Review your cart for proper items and fulfillment types and click ‘Secure Checkout’. If you already have an online account, you may log in at this time. If not, you may create an account or checkout as a guest. Fill out your billing and payment information, making sure it all matches up with the credit card you plan to use. Double check your information and your order details, then click the ‘place my order’ button to submit your order.
You're done! We suggest keeping a copy of your order confirmation for your own records and we will also email you one as well.
How can I check the status of an online order?
After an order is placed, you can track the status anytime. To track your order online, click here.
How can I change or cancel my online order?
Our team understands that you may change your mind once you've placed your order. Cancellations can be requested during a short period of time before orders are shipped. As our system does not allow items to be canceled once they have been prepared for shipment, cancellation requests are not a guarantee. If you missed the cancellation window, you can always return your order once it's been delivered. If you have any further questions or need assistance, please contact our Customer Care team at 1-866-BIG-LOTS (244-5687).
Why was my order cancelled by Big Lots?
In some instances we may not be able to fulfill all or part of your biglots.com order. If that is the case, we will notify you via email. If you have any questions please contact us and reference your order number found in your email notification.
When is my credit card charged?
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. Authorization holds or pending charges help us verify available funds on your payment method before shipping your order. We do not charge for your order until it ships. Once your order ships, any authorizations will drop automatically and be replaced by the actual charge. Items that have not shipped within 7 calendar days of placing the order will be re-authorized for any unshipped amount. If your order is shipped in multiple packages, charges will appear as each package ships. 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.
Why was my credit card charged multiple times for one order?
We charge your credit card when the items in your order have been processed and shipped. If you ordered multiple items, and they were shipped separately, you might see separate charges for each item. We will not charge you more than you authorized during checkout.
Can I place an order for a large quantity of items?
Yes, however, our system does limit the quantity of items that you are able to purchase. If you exceed the maximum quantity of items, please feel free to place an additional order online or visit any of our local stores.
I'm missing a part/piece of hardware for my furniture. What should I do?
If you are missing pieces to a product you ordered, please call our Customer Care team at1-866-BIG-LOTS (244-5687). If an in-store order or pick-up, you must contact the store.
Does Big Lots offer a layaway program?
Unfortunately, Big Lots does not offer a layaway program.
Can I use gift cards online?
Yes! You can now redeem and purchase gift cards on Biglots.com, click here.
How do I use a promo?
If you have a Big Lots promo code that you would like to use on biglots.com, simply enter your promo code after adding your items into your shopping cart.
Does Big Lots offer gift wrap/packaging for online orders?
At this time, Big Lots does not offer gift wrap or packaging for online orders.
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).
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.
Still Need Help?
Contact Us
Or Call:1 (866) 244-5687
Or Call:
1 (866) 244-5687
