Buy Online, Pickup In-Store Frequently Asked Questions
Is this option available at my store?
This is available at most stores located within the United States. Use our Store Locator to see if it is offered at your local store.
Why are some items not available at my local store?
Merchandise inventory varies from store to store. Certain sizes, styles, and colors may change so check back at a later date.
How can I tell if an item is available for Buy Online, Pick Up in Store?
You can see if an item is available to pick up in store on the product details page. Once you have set your store and selected the product size and color, the page will display if the item is available in your store. This is shown directly below the Add to Bag button in the Store Window box. If you want to see if your product is available to pick up in a different store, click the Select Another Store link.
When will my pickup order be ready?
Pickup orders placed before 6pm will be ready on the same day; orders placed after 6pm will be ready at 11am the next business day. Don’t leave yet! We will send you an email (usually within 2 hours) when your order is ready for pickup.
What do I need to pick up my order?
Your email confirmation and a valid government issued ID is required to pick up your order. You can also designate someone to pick up your order during online checkout. If you designate someone to pickup your order, they will also receive a copy of the Ready for Pickup confirmation email and be required to have a government issued ID.
I can’t find my Ready for Pickup confirmation email. Where is it?
If you can’t find it in your inbox, check your junk mail or spam folder.
Where do I pick up my order?
Once you arrive at the store, let an associate know you are there to pick up your order. There is no need to wait in the check-out line, they will bring your items to you!
How long do I have to pick up my order?
We will hold your items for 3 days after you placed your order. If you do not pick up your order, it will be cancelled and you won't be charged.
What happens if I don’t pick up my order on time?
It will automatically be canceled after 3 days and a cancelation email will be sent. If you paid by a debit or credit card, your statement may reflect an authorization. This is not a charge. In most cases, it will fall off your account within 3 to 5 business days. Contact your financial institution if you have any issues. If you paid by a gift card, we will apply funds back to your original card.
When will I get charged for my pickup order?
At pickup! Note: an authorization hold will be placed on your debit, credit card, or gift card when you order.
Can I extend my pick up time?
Yes! After your order has been picked, you will receive an email letting you know that your order is ready to pick up. Within that email, you will have the option to extend the pickup date.
Can someone else pick up my order?
Yes, you may name an alternate pickup person during checkout. If a person was named at checkout, they must bring their government issued ID. After your order has been picked, you will receive an email letting you know that your order is ready to pick up. Within that email, you will also have the option to add an alternate pickup person.
Can I change my pickup location?
No. If you cannot pick up your order at the pickup location selected within 2 days, we’ll cancel your order. You can place the order again for a new location.
Can I cancel or change my order?
Yes! After your order has been picked, you will receive an email letting you know that your order is ready to pick up. Within that email, you will have the option to cancel the order or specific items.
Can I qualify for gift with purchase promotions with Buy Online, Pick Up In Store?
Sorry! These promotions are only available with online orders shipping to an address or if you shop in the store and aren’t eligible for pick-up orders.
Will I get a paper receipt?
No, but your pickup confirmation email will serve as your receipt. If you can’t find the confirmation email in your inbox, check your junk mail or spam folder.
Am I able to have items shipped to my home and designate for pickup within the same order?
No. Orders are limited to one shipping location or Store location for pickup.
Do I have to pay shipping fees for pickup items?
There are no shipping & handling charges for items/orders designated for pickup.
How do I return my purchased items?
Returns can only be made in-store or by mail. For additional information, see our Return Policy.
What do I do if I have an issue with my Buy Online, Pick-Up In-Store order?
Contact Customer Care at 877-209-7577.
