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Curbside Pickup and Returns Frequently Asked Questions

Making a purchase for Curbside Pickup.

What are you doing to make sure I’m safe when I visit curbside?

Contactless curbside pickup is set up so customers shouldn’t have to get out of their vehicles. Employees sanitize their hands inside the store after each customer interaction. When approaching your vehicle, employees will keep a safe distance and will not ask you to hand over an ID or your phone/order number. Employees will either verbally ask for information or look at it from a distance. When they return to your vehicle with your item, employees will place the order in your trunk or backseat (or a safe distance away if you are not in a vehicle). To keep this process smooth, please prepare your vehicle ahead of time by moving car seats forward, folding back seats down, and moving personal items out of the area where you’d like associates to load your product. If you must exit the vehicle to open a back window or trunk, please do so before an employee has approached your vehicle.  

What if I don’t have a car? Can I still pick up an order at curbside, and where should I go?

Yes. Curbside pickup also supports pedestrians and cyclists. When you arrive at the store, go near the entrance and use your smartphone to click on the “How to Check In at Curbside” button in the “Your Order Is Ready for Pickup” notification email, click on the link in the “Your Order Is Ready” text message, or click on “Curbside Pickup Instructions” in the Best Buy mobile app. You’ll be prompted to provide information about how we can identify you and where you are located when you check in. You can describe what you’re wearing and where you’re standing, and an employee will be with you shortly. If you are not in a car, please be considerate of social distancing standards by keeping 6 feet between yourself and the employee. If you do not have a smartphone, see below for alternate instructions.

How can I be sure that the item I purchased will fit in my vehicle?

It’s important to remember that the size of the package your product comes in is going to be different than the product itself, often including packing materials that keep your tech safe during transit.

For large items, you can find the size of the item on BestBuy.com or in our mobile app. It’s a good idea to add 3–6 inches to each side or dimension to allow for extra packaging. Be sure to measure your vehicle to ensure that the box(es) will fit in the trunk or your back seat.

To make the pickup process run smoothly, please prepare your vehicle ahead of time by moving car seats forward, folding back seats down, and moving personal items out of the area where you’d like employees to load your product.

In the event that the product doesn’t fit in your vehicle, you may need to come back with a larger vehicle or consider having it shipped to your home. Our employees are unable to assist with removing products from packaging or load items in ways they feel are dangerous.

Does placing my order guarantee that my item(s) will be ready for pickup within the next 24 hours? 

While we strive to have your order available for pickup as soon as possible, please be sure to wait for the “Your Order Is Ready for Pickup” notification email before leaving for the store, as unexpected delays sometimes may occur.

Will I get a paper receipt? 

We will either give you a paper receipt or issue you a receipt by email, depending on the profile preference in your account. You can also verbally tell the employee your preference. If you do not have an account, please tell the employee your preference. For account holders, curbside transactions will be visible via My Account online and in our mobile app, as well.

All the stores in my area are closed. What are my options for making a purchase?

If curbside pickup is not available, in many cases you can opt to have the item shipped to your home. Delivery options can be found when clicking on the item on BestBuy.com or within our mobile app.

Before you go.

What should I do if I don’t receive a notification email or text that my item(s) are ready? 

We strive to have orders ready in an hour. If it has been over an hour since your order was placed, start by checking your junk mail folders. If there is no email, log in to BestBuy.com or our mobile app to check your order status.

Will all my items be ready at the same time? 

Not always, so check your notification email carefully and consider waiting for notifications on ALL items prior to going to the store. We will send notifications that items are available for pickup as they become available. You will have the opportunity to extend your pickup window if another item is going to arrive later.

Will an employee ask for my ID, receipt or credit card?

Employees will ask for proof of identity using numerous methods. They will rely on verbal or visual methods, so no exchange of cards or devices will be needed. Please have your ID, order confirmation receipt, and credit card with you.

Can I drive up to the curb, or do I need to park and wait?

This will vary by store. When you arrive, look for signage with instructions. Most of our stores currently have someone directing traffic when you arrive. If there isn’t anyone there, park in a designated space for curbside or at the curb if spots are not marked or available.  

Can I show up any time or do I need to make an appointment?

We do not take appointments. Our offerings have been designed to allow the customer to arrive when it’s most convenient for them. Simply ensure you have received an email or text notification, and that you have checked the order status on BestBuy.com or within our mobile app to ensure your item is ready. Also, visit BestBuy.com/Stores to check your store’s hours before coming.

Can I talk to someone at Best Buy about how to use or set up my product while at curbside?

To keep employees and our customers safe, our employees will not be able to show you how to use your device while at curbside. If you have Total Tech Support, you can call the TTS line or 1-800-GEEKSQUAD for assistance. Additional information is also available on BestBuy.com and the manufacturer’s website. 

How long should I expect curbside pickup to take, once I’ve arrived at the store?

It varies, so please be prepared to be at the store anywhere from 5 minutes, to 45 minutes in the worst-case scenario. The speed of your item delivery at curbside depends on several factors including when you checked in, how many items you ordered, their size and weight, their popularity, traffic at the store before you arrived, and staffing at the store. If you have checked in with the blue “I’m at the store” button in the app, web or through your email confirmation and haven’t been acknowledged by an employee within 10 minutes, try to wave them down from your vehicle or call the store from your vehicle.

Arrival at the store.

How will Best Buy know I am at the store if I don’t get out of my car?

When you receive the notification email or click on the web link in the text notification, click on the yellow “How to Check In at Curbside” button. Or, in our Best Buy mobile app, click on “Curbside Pickup Instructions.” There, you’ll find the section “Help us get your items to you” with a text box that allows you to enter the spot number where you’re parked, information about the vehicle, or other information to help employees find you. Then click the blue button that says “I am at the store”; this alerts employees in the store that you’ve arrived.  

Do I need to open my car window or get out of my car to talk to Best Buy employees?

Contactless curbside pickup is set up so the customer shouldn’t have to get out of the vehicle. When approaching your vehicle, employees will keep a safe distance and will not ask you to give them your ID or phone. Yes, rolling down your window will allow them to hear you better. Employees will either verbally ask for information or look at it from a distance. When they return to your vehicle with your item, employees will place the order in your trunk or backseat. To keep this process smooth, please prepare your vehicle ahead of time. If you must exit the vehicle to open a back window or trunk, please do so before an employee has approached your vehicle.

How do I check in at the store if I do not have a smartphone, do not have the Best Buy mobile app, or do not have an internet browser on my phone?

If you see employees outside and you can get their attention by waving or speaking, you can check in with them. Otherwise, be prepared to call the store to inform them of your arrival. 

I’ve hit the blue “I’m at the Store” button, but no one has come out to help me. What should I do? 

Go back into your email, or visit BestBuy.com or our mobile app, then hit the “I’m at the store” button again. You can also call the store or wave from your window to employees in the parking lot.

At curbside pickup, will I be helped in the order in which I arrived? 

Not necessarily. Your order in line depends on several factors including when you check in, how many items you ordered, their size and weight, and staffing at the store.

I received notification that my order is ready for pickup. I arrive at the store at about 5:30 p.m., but there is a long line of cars ahead of me and the store closes at 6 p.m. Will I be turned away without being able to pick up my order?

No. You will not be turned away. If you’ve been notified that your order is ready, once you arrive at the store, make sure to click on the yellow “How to Check In at Curbside” button. Or, in our Best Buy mobile app, click on “Curbside Pickup Instructions.” There, you’ll find the section “Help us get your items to you” with a text box that allows you to enter the spot number where you’re parked, information about the vehicle, or other information to help employees find you. Then click the blue button that says “I am at the store”; this alerts employees in the store that you’ve arrived.  

Will employees carry my heavy item into the car or am I expected to help?

For larger items, our employees will work together to load the item in your vehicle. We may ask you to adjust seats to make more room in the back seat or trunk. Otherwise, please remain in your vehicle to maintain social distancing standards. To ensure the pickup process goes smoothly, please prepare your vehicle ahead of time by moving car seats forward, folding back seats down, and moving personal items out of the area where you’d like employees to load your product.

Curbside Returns.

Are Best Buy stores accepting returns?

Many stores are still open for curbside returns. You may look up your store’s hours and status at BestBuy.com/Stores

Can I mail my return back to Best Buy instead of returning it physically to the store?

In most cases, yes. However, final-sale, nonreturnable items and hazardous materials may not be returned. For more information, please review the middle section in “How to return an item” on our Returns and Exchanges page. Note: If you made your purchase in store, please log into your account for your mail-in return label.

What do I need to bring with me in order to make a return?

Please bring the item to be returned, along with the original contents and packaging, your order number or receipt, an ID, and the credit/debit/gift card on which the purchase was made. You will also be asked to provide a contact phone number, your name, the reason for the return, and the purchase date.

Do I need to physically hand my item(s) to an employee? Or, can they retrieve my item(s) from my trunk or back seat?

An employee will approach with a cart and stop 6 feet from you. After the employee has backed away 6 feet, place your item(s) in one of the boxes in the cart with the barcode label facing up. Return to your vehicle. After you have returned to your vehicle, the employee will take your item inside to process your return. Wait in your vehicle for the employee to come back to confirm next steps of your transaction. If you require assistance handling an item, please let an employee know.

How long does it take to make a curbside return?

It typically takes 5 to 10 minutes, but it can take longer during peak times. Please plan enough time before the store closes. You may look up your store's hours at BestBuy.com/Stores.

How will I get an updated receipt after my return has been received via curbside?

For returns made via curbside, we will either give you a paper receipt or issue you a receipt by email, depending on the profile preference in your account. You can also verbally tell the employee your preference. If you do not have an account, please tell the employee your preference. For account holders, curbside transactions will be visible via My Account online and in our mobile app, as well.

I can’t find the item I want to return in my account. What do I do?

If you can’t find your order on your Order Status page, try using Find a Guest Order. If you can’t locate your order, print a blank return form and fill it out. Then, place the completed form in the box with your return. Put the return label on the package, add postage and mail it via the carrier of your choice. Note: if you purchased your item in store, you cannot mail the item back at this time. You must return to the store via curbside.

My refund hasn’t arrived. When can I expect it?

For returns by mail, once we receive your return, we will process it within 7–10 business days. Depending on your bank’s processing time, it may take an additional 7 days after we process the return to reflect on your account from your bank. If you paid more than $800 in cash or more than $250 by check (or by a debit card without a major credit card logo), we will refund you by check within 10 business days. Any amount deducted from a gift card will be credited to the gift card. If you no longer have the gift card used for an order, please call us at 1-888-BEST BUY (1-888-237-8289) with your order number handy, and we’ll be happy to send you a replacement.

What if I want to exchange an item? How will I know if the item I want to exchange it for is available at my Best Buy store? 

You can check an item’s availability at your store by looking online. Or, you can ask an employee when you arrive at curbside. You can also try calling your Best Buy store, but you may experience a longer wait time than the first two options.

  • Effective date: June 1, 2020

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