Kmart Customer Care: A Complete, Practical Guide

How to reach Kmart customer care quickly

Kmart in the United States is operated by Transform SR Brands LLC (Transformco). With a significantly smaller store footprint than in past years, most assistance is centralized online and by phone. The fastest path for order-related issues is to start at the official help portal, where you can open a case, attach photos, and track responses.

For phone support, Kmart’s primary Customer Care line is 1-866-562-7848 (toll-free, U.S.). If your inquiry involves loyalty points, use Shop Your Way Member Services (details below). Phone support hours can change seasonally; if you call outside live hours, submit a case online so your request is timestamped. For written correspondence or escalations that require a physical address, use the corporate headquarters for Transformco, which also services Kmart inquiries.

• Customer Care (U.S.): 1-866-562-7848
• Help portal: https://help.kmart.com (open a case, attach documents)
• Kmart account and orders: https://www.kmart.com (sign in → Orders)
• Corporate address (Transform SR Brands LLC): 3333 Beverly Rd, Hoffman Estates, IL 60179

Know the difference: Kmart.com vs. Marketplace orders

Most product pages on kmart.com clearly show the seller. “Sold by Kmart” means a first‑party Kmart order handled by Kmart Customer Care. “Sold by [Marketplace Seller]” means your order is fulfilled by an independent seller, and Customer Care will direct you to that seller’s policies for returns or exchanges. This distinction determines where you initiate returns and who issues refunds.

For Marketplace orders, contact the seller from your Kmart.com account: go to Orders, select the order, and choose Contact Seller. Marketplace return windows typically run 30 days from delivery (some categories may be 14 or 15 days), and return labels or restocking fees depend on the seller’s policy. Marketplace items generally cannot be returned to Kmart stores.

Returns, exchanges, and refunds

For first‑party Kmart.com purchases, the standard return window is typically 30 days from delivery for new, unused items in original packaging with all parts and tags. Certain categories (e.g., opened software/media, personal care items, assembled furniture, mattresses) may be nonreturnable once opened or may carry special rules. Some bulky or special‑order items can incur up to a 15% restocking fee if opened. If Kmart made an error (wrong item, damaged in transit), request a prepaid label through the help portal when filing your return.

Refunds are generally issued to the original payment method after the return is received and processed by the warehouse or seller. Processing time commonly runs 3–5 business days once the item is marked “received,” but your bank may take additional time to post funds. For PayPal, credits often appear within 1–2 business days after processing. Return shipping costs are typically not refunded unless Kmart or the Marketplace seller was at fault; include clear photos and the packing slip when submitting damage claims.

In‑store returns (where a physical Kmart remains) usually require the original receipt and a government‑issued photo ID for certain transactions. Policies may vary by location, and some locations in U.S. territories follow local operational rules and hours. If your purchase was an online Marketplace order, stores generally cannot accept the return; initiate it through your online account instead.

Billing questions, loyalty points, and protection plans

If an item hasn’t shipped or was canceled but still appears on your statement, contact Customer Care first, then your card issuer if needed. Under the Fair Credit Billing Act (FCBA), you typically have 60 days from the statement date to dispute a billing error with your card issuer. Keep the order confirmation, cancellation notices, and any written responses from Kmart or the seller—these are essential if you must escalate with your bank.

Shop Your Way (the loyalty program associated with Kmart and Sears) provides help with missing points, account access, and redemption issues. Contact Shop Your Way Member Services at 1-800-991-8708 or visit https://www.shopyourway.com. For missing points, file your claim as soon as possible—ideally within 30 days of purchase—providing the order number and itemized receipt.

For appliances or protection agreements historically serviced by Sears Home Services, call 1-800-469-4663 (1-800-4-MY-HOME) or schedule at https://www.searshomeservices.com. Have your contract or receipt ready. If your product was sold by a Marketplace seller with a third‑party warranty, contact the seller directly for claim instructions.

Escalations, documentation, and practical steps

When you open a case at help.kmart.com, request a case number and keep it with your records. If your issue is not resolved after a reasonable timeframe (e.g., 2–3 business days for basic inquiries or 5–7 business days for returns/refunds), reply within the same case thread and request a supervisor review. If you received conflicting information, include screenshots and timestamps to reduce back‑and‑forth.

For shipping damage, file within 48–72 hours of delivery; carriers often require prompt notice. Upload at least three clear photos: product damage, exterior packaging, and shipping label. If you suspect porch theft, file a police report and provide the case number; many sellers require this before evaluating replacements or refunds on “delivered but not received” claims.

• Have ready: order number, item SKUs, serial numbers (if applicable), photos/videos, packing slip, and the full delivery address.
• Keep a log of call dates, agent names/IDs, and promised actions. If you must dispute with your bank, this log plus case numbers materially improves outcomes.

Special notes on U.S. territories and remaining stores

Kmart maintains a presence in select U.S. territories (notably Guam and the U.S. Virgin Islands). Store hours and services can differ from the continental U.S. due to local regulations and logistics. For store‑specific services (e.g., same‑day pickups, local returns), call the store directly; posted hours are local time and may change during holidays or severe weather.

Layaway programs that were once common at many Kmart locations were largely discontinued across the U.S. beginning in 2020. If you still hold documentation for an older layaway, contact Customer Care with the original agreement number and payment receipts; resolution typically involves audit and verification before any refund decision.

Pro tips for faster resolution

Open your help.kmart.com case before calling, and include all documents. Reference the case number on the call to keep a single, auditable thread. When returns involve multiple boxes, request and use unique labels for each package to avoid mis‑matching at the warehouse.

If a Marketplace seller is unresponsive for more than 2 business days, reply via the order’s message thread and then contact Kmart Customer Care with screenshots. Documented non‑response often triggers an intervention or a platform review of the seller’s account.