Lowe's In-Store FAQs

Everyone at Lowe's works very hard to make your in-store experience the best it can possibly be. Below is a list of questions and answers that Lowe's staff get asked all the time about their customers' in-store experience. Check them out.

If you don't see the question you need answered, you can call 1-888-985-6937 Monday through Saturday, 7 a.m. to 1 a.m. (EST) and Sunday, 10 a.m. to 9 p.m. (EST) for assistance, or fill out our If you don't see the question you need answered, you can call 1-888-985-6937 Monday through Saturday, 7 a.m. to 1 a.m. (EST) and Sunday, 10 a.m. to 9 p.m. (EST) for assistance, or fill out our CONTACT US FORM 

 

Lowe's In-Store Experience

A: Thanks for taking the time to compliment one of our great Lowe's employees.

To make sure it ends up in the right hands, please use our CONTACT US FORM. Alternatively, you can call 1-888-985-6937 Monday through Saturday, 7 a.m. to 1 a.m. (EST) and Sunday, 10 a.m. to 9 p.m. (EST) and share your experience with one of our Customer Care Representatives. . Alternatively, you can call 1-888-985-6937 Monday through Saturday, 7 a.m. to 1 a.m. (EST) and Sunday, 10 a.m. to 9 p.m. (EST) and share your experience with one of our Customer Care Representatives.

A: In order to provide feedback about your store experience, please use our CONTACT US FORM. Alternatively, you can call 1-888-985-6937 Monday through Saturday, 7 a.m. to 1 a.m. (EST) and Sunday, 10 a.m. to 9 p.m. (EST) and share your experience with one of our Customer Care Representatives.

A: Absolutely! Lowe's has Free In-Store Pickup Service. When you're shopping online, select the "Pick Up In Store" option at the online checkout and your desired store location for pickup. Your item(s) will be usually be available for pick up within 2 hours of placing your order on Lowes.ca during normal store operating hours.

Because the following products may take up to 24 hours, please wait for your "order is ready for pick up" email to arrive:

  • Lumber
  • Garden stone (patio block and stones, retaining wall block, edging stones, etc.)    
  • After your order has been placed, you will receive 2 separate email notifications from Lowe's:

  • Order confirmation notification, which verifies we've received your order
  • Store pick up notification email confirming your order is ready for pickup

A: Come to the Customer Service Desk at your Lowe's store with the following when picking up your order:

    • Your order confirmation or order number
    • The credit card used to make the purchase
    • A government-issued ID

You will be required to sign an acknowledgment when you pick up your order. For your protection, orders can only be released to the customer who placed the order. We cannot allow anyone to pick up an order on your behalf.

NOTE: We recommend that you pick up your item(s) within 7 days of the date your order is ready for pickup. If this is not possible, please contact your local Lowe's store. If your item(s) are not picked up, they will be refunded and placed back on the shelf.

NOTE: For your protection, orders can only be released to the customer who placed the order. We cannot allow anyone to pick up an order on your behalf.

A: Normally, you can expect your order to be ready for in-store pickup within two hours of placing your order online on Lowes.ca. Some items may take up to 24 hours to be ready, such as lumber and garden stone (patio block and stones, retaining wall block, and edging stones).
A: Unfortunately, this is not a feature currently allowed by Lowe's. To ensure the right product goes to the right person, only the customer who placed the order is allowed to sign for it in-store.
A: We'll hold your order in-store for 7 days after you've placed it online. If you need a bit more time, contact your local Lowe's store to make sure the item(s) doesn't get refunded and placed back on the shelf.
A: We accept the following forms of payment:

    • Visa Debit
    • Visa
    • MasterCard
    • American Express
    • PayPal
    • Lowe's Credit Card
    • Lowe's Business Account
    • Visa Checkout
    • MasterPass

Lowe's Canada only accepts the above approved credit card companies that issue credit cards out of Canada, and when the customer billing address is in Canada. If you have a non-Canadian issued credit card or the customer billing address isn't in Canada, we unfortunately can't accept the credit card.

If you want to place an order on Lowe's.ca, the shipping address also has to be in Canada — at this time, we only ship within Canada. If an order is placed with a foreign credit card or to a non-Canadian shipping address, the order will be cancelled.
A: Yes. Lowe's respects the dignity and independence of our customers and are committed to ensuring that our shopping experience is integrated and accessible to all of our customers. learn more about the Lowe's Accessibility Policy.
A: We've placed call buttons in key areas. If you need help or have questions, press one of them and a recorded message will play on the intercom, asking for a specialized associate to join you in that area.
A: You can use our STORE LOCATOR to find out the hours and location details for your local Lowe's to find out the hours and location details for your local Lowe's.

A: Go to the Customer Service Desk right at the front of the store, beside the cashiers. The Customer Service Representative will retrieve your order.

Don't forget to bring:

    • Your order confirmation or order number
    • The credit card used to make the purchase
    • A government-issued ID

You will be required to sign an acknowledgment when you pick up your order. For your protection, orders can only be released to the customer who placed the order. We cannot allow anyone to pick up an order on your behalf.

NOTE: We recommend that you pick up your item(s) within 7 days of the date your order is ready for pickup. If this is not possible, please contact your local Lowe's store. If your item(s) are not picked up, they will be refunded and placed back on the shelf.

A: The store can set up delivery and charge a delivery fee over the phone.

Lowe's Returns & Exchanges FAQs

A: If you choose to return or exchange your item at one of our retail stores, please bring your receipt or invoice with you to ensure a quick and easy return. To find your nearest Lowe's store, use the Store Locator, or you can call 1-800-445-6937 Monday through Saturday, 7 a.m. to 1 a.m. (EST) and Sunday, 10 a.m. to 9 p.m. (EST) for assistance.

Just in case you need a bit more time to decide, you have up to 90 days to wait to bring a product back*. It's also our policy that we'll try to fix or replace it if that's what it takes to make you 100% satisfied. If you decide you're really not happy with it, bring back the product and receipt (or copy of your shipping confirmation email if you bought it online) and we'll refund the product.

*Outdoor power equipment†, major appliances, and furniture purchases may be returned within 30 days of the date of purchase, with original receipt.

† New OPE (Outdoor Power Equipment) may be returned within 30 days of the date purchase. The product must be unused/unopened in order to receive a refund. Used OPE cannot be returned and is subject to the manufacturer's warranty.

There are no returns on custom products. Any product that has been cut or mixed cannot be returned. Any custom SOS products, like doors, windows, or window treatments, cannot be returned.

A: In order to provide feedback about your store experience, please use our CONTACT US FORM and choose "Store Feedback" as your subject. Alternatively, you can call 1-888-985-6937 Monday through Saturday, 7 a.m. to 1 a.m. (EST) and Sunday, 10 a.m. to 9 p.m. (EST) and share your experience with one of our Customer Care Representatives. and choose "Store Feedback" as your subject.

A: You can request a receipt for an in-store purchase by calling 1-888-985-6937 Monday through Saturday, 7 a.m. to 1 a.m. (EST) and Sunday, 10 a.m. to 9 p.m. (EST).

Please be prepared to provide the following information:

  • Name
  • Address
  • Email Address
  • Date of purchase
  • Store where purchase was made  

A Customer Care Representative may also ask for the following information:

  • Item number
  • Model number
  • Brand and/or description of the product(s) purchased
  • Amount of purchase Payment method (cash, credit, check, etc.)
  • If purchased with a credit card, the name on the credit card account

Get More from Lowe's with Lowe's Services

Lowe's offers more than just great products and advice. We also offer additional services to help you with your projects. From credit and financing to installation to delivery, Lowe's is here to help with your latest home improvement.