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Curbside Pickup 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 vehicle. 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 hand over 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 come to pick up an order at curbside, and where should I go?

Yes. Curbside Pickup 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” confirmation 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 material that keeps your tech safe during transit.

For large items, you can find the size of the item on BestBuy.com or our mobile app. It is 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 pick up 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 may occur at times.

Will I get a paper receipt? 

We will issue you a receipt either by email or paper, based on your profile preference in your account, or you can 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 purchasing an item?

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 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, credit card, etc.?

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. Park in a designated space for curbside or at the curb if spots are not marked or available.  

Can I just 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, or have checked the order status on BestBuy.com or within our mobile app to ensure your item is ready. Also, make sure to check store hours at BestBuy.com/Stores before visiting a store.

Can I talk to someone at Best Buy about how to use and 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?

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 on the app, web or through your email confirmation and haven’t been acknowledged by an employee within 10 minutes, click the “I’m at the store” button again to resend the alert. 

Arrival at the store.

How will Best Buy know I am at the store without me getting out of my car?

When you receive the notification email or click on the web link in the text notification that the order is ready for pickup, 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 a section that says “Help us get your items to you,” and it has a text box where you can enter the spot number where you are 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 have 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 hand your ID or phone to them. 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 can get their attention by waving or speaking to them, 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 do should I do? 

Go back into your email, to BestBuy.com or our mobile app to 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/parked at the store? 

Not necessarily. Your order in line depends on several factors including when you checked 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. If I arrive at the store at 8:30 p.m. but there is a long line of cars ahead of me and the store closes at 9 p.m., would I be turned away without being able to pick up my order?

No, you will not be turned away. If you have 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 a section that says “Help us get your items to you” with a text box where you can enter the spot number where you are 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 have arrived. The store will get a notification and an employee will be able to serve you. 

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.

  • Effective date: June 15, 2020

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