Big Lots Customer Care: A Practical, Professional Guide

The fastest ways to reach Big Lots customer care

If you need help with an order, product, return, or rewards account, start with the Big Lots Customer Care line at 1-866-BIG-LOTS (1-866-244-5687). This toll-free number connects you with live agents who can look up orders, initiate returns or replacements, and resolve account issues. Have your order number, store number, or Big Rewards phone/email ready to speed up verification.

You can also get help online. Go to biglots.com and select Help or Contact Us to submit a request; you’ll receive a confirmation email with a case number. For store-specific questions (inventory, pickup readiness, local delivery scheduling), use the Store Locator on biglots.com to find the store’s direct phone number and hours. Corporate correspondence can be sent to Big Lots, Inc., 4900 E. Dublin-Granville Road, Columbus, OH 43081; do not mail returns to this address unless specifically instructed by Customer Care.

• Phone support: 1-866-244-5687 (best for order lookups, returns, delivery issues, rewards questions)
• Website: biglots.com (Help/Contact Us for email support; Order Tracking in your account for order status)
• Store assistance: Use Store Locator on biglots.com for local store phone and hours; bring your receipt or order email
• Social channels: Message @BigLots on platforms like Facebook for non-urgent questions; do not post personal data publicly

Returns, exchanges, and refunds: What to expect

For most items purchased in store or online, Big Lots accepts returns within 30 days when you have the original receipt or packing slip and the item is in new, resellable condition with all parts and packaging. If you used Big Rewards, Customer Care can often retrieve a digital receipt using the phone number or email on your rewards profile, which is especially useful for misplaced paper receipts.

Online orders can typically be returned to any Big Lots store for faster refunds, or by mail using a prepaid label issued by Customer Care when the return is approved. When returning by mail for reasons other than damage or error, outbound or return shipping may be deducted from your refund. Refunds to the original payment method usually appear within 3–7 business days after the return is processed; cash purchases returned in store are often refunded at the register, subject to store cash limits.

Some categories have stricter rules. As a general guideline, assembled or used items, opened consumables, and clearance or “as-is” merchandise may be nonreturnable unless defective. For large items (furniture, oversized décor), keep all cartons until you’re sure you’ll keep the product; exchanges or pickups are much easier when original packaging is available. When in doubt, check the fine print on your receipt or ask Customer Care to confirm eligibility for your specific item.

Furniture and Big! Delivery support

For furniture and other oversized items, Big Lots offers scheduled delivery in many areas. You’ll receive a confirmation with a delivery window and any assembly options selected at purchase. Inspect the item upon delivery and note any visible damage on the carrier’s paperwork before signing. If hidden damage is discovered after unboxing, contact Customer Care as soon as possible and provide photos, the order number, and any delivery documentation.

If you need to reschedule or cancel a delivery, call 1-866-244-5687 with your order number before the scheduled window to avoid additional fees. Hold on to all packaging until you confirm the item is in good condition and working as expected—some carriers require original packaging for returns, exchanges, or warranty service.

Order, shipping, and tracking help

Track online orders by signing into your account at biglots.com and visiting your Order History, or use the order number and ZIP code from your confirmation email. Standard shipping times vary by item size and location; small parcels typically arrive in several business days after processing, while freight deliveries require a scheduled window. Order splits are common—your items may ship from multiple locations and arrive separately.

Big Lots ships most items within the contiguous 48 states; certain items can’t ship to PO boxes or have state-specific restrictions. If an item arrives damaged or incomplete, take photos of the box and product (inside and outside), keep all materials, and contact Customer Care promptly. For preorders or backorders, your confirmation email will note expected ship timing; if dates change, Customer Care can provide the current estimate or alternative options.

Big Rewards, receipts, and price issues

Big Rewards is a free loyalty program that ties purchases to your phone number or email, making it easier to retrieve receipts, track offers, and receive member coupons. If you made a purchase but didn’t provide your rewards info, Customer Care can often add it after the fact when you share the receipt barcode or transaction details. If you have duplicate accounts under different emails or phone numbers, ask Customer Care to merge them so all rewards accrue correctly.

For price questions, Big Lots promotions change frequently and are often store- or date-specific. Big Lots does not generally match competitors’ prices. If a Big Lots price drops soon after purchase or a coupon fails to apply, bring the receipt and the advertised offer to the store or contact Customer Care; adjustments are reviewed case-by-case and are not guaranteed, especially for clearance, limited-time events, or quantities.

Payment, financing, and gift cards

In stores, Big Lots typically accepts major credit/debit cards and Big Lots gift cards; many locations also accept contactless payments. Online at biglots.com, you can usually pay with major credit/debit cards and Big Lots gift cards; some alternative payment methods vary by item and location and may not be available for oversized delivery orders.

To check a gift card balance, visit biglots.com and search “gift card balance,” or ask a cashier in any store. If your card is lost or damaged, Customer Care may be able to help with a replacement if you have the original purchase receipt and the remaining balance can be verified. For financing or lease-to-own options on furniture and mattresses, availability and terms vary by state and store; ask your local store or Customer Care for current partners, minimum purchase requirements, and fees before you commit.

Tips to speed up resolution

Preparation makes service calls much faster. Before you call or write, gather the order number, item SKU (from the product page or receipt), your Big Rewards email/phone, and clear photos if you have a product or delivery issue. For store purchases without a receipt, check if you gave your rewards info at checkout—Customer Care may find a digital receipt that enables a standard return or exchange.

When reporting damage or defects, include when you received the item, when you first noticed the issue, and whether the shipping box showed damage. If you’re emailing, attach photos of the box label, exterior damage, interior packaging, and the affected area of the item; this often eliminates back-and-forth and helps Customer Care approve a replacement or refund in one pass.

• Have ready: order/receipt number, item SKU, store number, and your rewards email/phone
• Provide evidence: photos of damage, packaging, and shipping label; short video for functional issues
• State your goal: refund, replacement, exchange, or part-only replacement; mention deadline if relevant (e.g., an upcoming move)
• Keep packaging until resolved; many carriers require original boxes for pickups or exchanges

Escalations and formal complaints

If your issue isn’t resolved after initial contact, ask the agent to document the case and provide the case number, then request a supervisor callback. Summarize prior steps, dates, and promised actions in a concise note so the escalation team can quickly validate and assist. For delivery disputes, attach the signed delivery document or photos of the carrier’s notation.

For written escalations, send a letter to Big Lots, Inc., 4900 E. Dublin-Granville Road, Columbus, OH 43081 and include your case number, contact info, and copies (not originals) of receipts. You can also submit a detailed request via the Contact Us form on biglots.com. If you paid by credit card and are near your issuer’s dispute deadline, keep Customer Care informed while you evaluate next steps with your bank.