Below is some helpful information for shoppers to know about shopping at Big Lots.

Do shoppers need to ask for tax exemption?

No, Big Lots orders are not tax-exempt.

How should shoppers handle substitutions from Big Lots?

Like other Shop & Deliver orders, the member's substitution preference will determine whether a substitution should be made if an item is unavailable in the store and if communication in regards to a substitution has been requested.

Keep in mind, selecting quality substitutions for general merchandise items can be complex. Below are some suggestions to consider when needing to substitute an item at Big Lots.

• Ask a store associate! In specialty stores, store associates are a great source of knowledge about the offerings in their store. Let them know the item that the member requested is out of stock and see if they have a good substitution to offer.
• Consider things like color, material, size, and features like dishwasher safe when offering a substitution. A bamboo cutting board may not perform the same way as a Maple wood cutting board, so sharing those kinds of details with members will help them make an informed decision.
• Sending pictures of potential substitutions is also a great way to show the member what might be available. Try to avoid pictures of price tags since prices may differ in the Shipt app.

Click here to review more about substitution preferences.

What should shoppers do if an item is in a locked case?

If a shopper locates a requested item within a locked case in the store, they may ask a store associate for assistance in retrieving the item. 

A best practice is for shoppers to review the details that are visible on the item’s packaging prior to asking for assistance in retrieving the item from the locked case. However, if a shopper realizes an item is not what the member requested after retrieving it, they may hand the item back to the store associate to place back in the case.

What items are prohibited?

Shoppers cannot deliver alcohol, tobacco, prescription/behind-the-counter medication, or gift cards from Big Lots. Click here to view the full list of prohibited items for all Shipt orders. 

If any of these items are on an order, shoppers can kindly let the member know that those items are not eligible for delivery with Shipt. If the member requests more information, shoppers may politely recommend that they reach out to Shipt Support for further details.

Are there item restrictions for Big Lots delivery orders?

Large, bulky items that may not fit inside a standard-sized car or weigh more than 50 lbs are not eligible for delivery.

Should shoppers use a rewards card at checkout?

No, shoppers should not use a rewards card at checkout.

Will shoppers need to bag items at checkout?

Shoppers will only need to bag items if a store attendant is unable to assist.

Can items be returned?

Yes, all items, except for perishables, can be returned to the store where they were originally purchased as long as the total cost of the refunded items is $15 or more.
*Note: Big Lots has the right to accept or refuse returns for any items.

To complete a return for a Big Lots order:

• Present the original receipt and your Shipt card at Customer Support. 
• Write the order number on the receipt and take a picture of it after the store attendant has completed the return.
• Email the picture to support@shipt.com.

What should shoppers do if a member has an issue with their order from Big Lots? 

Politely apologize to the member and suggest that they contact Shipt Support via live chat, support@shipt.com, or (205) 502-2500 to get assistance with the issue — the support team will be happy to help!