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      Kmart.com Order & Product Inquiries
      Call by Phone
      • 1-888-331-4568

      Services

      Parts Orders & Inquires
      • 1-800-366-7278
      Installation
      • 1-800-326-8738
      Home Services & Repairs
      • 1-800-468-4663

      Clubs & Rewards

      Shop your way rewards
      • 1-800-991-8708
      Customer Service
      Customer Service  >   Shipping, Delivery & Returns  >   How to Return or Cancel an Order

      How to Return or Cancel an Order

      Get answers and information about:


      Our goal is that you are completely satisfied with your purchase. If for any reason, you are not satisfied, simply return your purchase in its original packaging with your original receipt for a refund or exchange.


      An original receipt/email confirmation is required for all returns and exchanges.


      The number of days that you have to make a return or exchange varies. Review our returns policies here.


      Return or Exchange in 5

      Kmart makes returns easy.


      Start a Return



      HOW TO RETURN ITEMS

      How to Make a Return

      Hassle-Free Returns & Exchanges

      Customer service will need to help you with oversized, perishable, damaged or defective items, so please give us a call at 1.866.KMART4U (1-866-562-7848), or send an email to help@customerservice.kmart.com.


      Kmart Online merchandise can be returned in several ways:


      Scheduled-delivery items (Appliances, treadmills, big-screen TVs, etc.)

      • By scheduled pick up
      • To any full-line Kmart store*

      Shipped items (UPS, US Postal Service, etc.)

      • By mail
      • To any full-line Kmart store*

      * See store for details.


      Tires

      To ensure timeliness, products may be shipped to you from other Kmart Holdings companies or from other retailers. Please be sure to follow the return processes and procedures enclosed on the packing slips with these items.


      Mail-in Returns

      We now offer the ability to process a shipping label for your return online. To process your return, simply go to your Profile, select the item you wish to return, and complete a few quick steps. It is that easy. There are certain restrictions on items that can be returned. Shipping charges will be deducted from the credit card issued for the items you return.


      Remember, you must include the return receipt in your shipping package. This will ensure the fastest returns processing time. You will receive your return receipt during this returns process.


      Shipping cost will be refunded only if the product was damaged during delivery or if the wrong item was shipped.


      • Place the item securely in the original package, if possible, keeping jewelry and other items separate
      • Include all paperwork, parts and accessories
      • Fill out the bottom of the packing slip, including the reason for your return, and put it in the package
      • Put the return address label from the packing slip over your original shipping address on the package
      • Insure your package and keep a copy of the tracking number
      • Please don’t send C.O.D.-we can’t accept it
      • All shipped items (UPS, US Postal Service, etc...) can be returned by mail using the packing slip provided

      To best serve our customers, products may be shipped to you from other Sears Holdings companies or from other retailers. Please be sure to follow the return processes and procedures enclosed on the packing slips with these items.


      Proper Packaging

      If you are using a box to ship your return items, make every effort to use a new one. A box loses its original protective qualities over time and may not adequately protect your shipment if it has been previously used. If you must reuse a box, make sure it is rigid enough to withstand shipping and free of punctures, tears, rips and corner damage. Box flaps should be intact. Any old labels or other markings should be removed or covered.


      To close a box securely, do not use masking tape, cellophane tape, duct tape, string or paper over wrap. Use strong, thick tape that is two or more inches in width. Apply three strips to both the top and bottom box flaps so that the middle and two edge seams are properly sealed.


      Place the shipping label on the top of your package. To prevent confusion, place only one address label on your package and include your return receipt inside. Do not put any labels over edge seams, closures or on top of sealing tape. Remove or cross out old labels or markings on a used box.


      Sears Returns

      Products shipped from Sears.com must be returned to a Sears store.




      Additional Information on how to return by UPS

      How the UPS Drop-Off Returns Program Works

      After printing the shipping label, you can either tape the label to the box (not the preferred method) or utilize an address pouch that can be found at all shipping locations or with the UPS driver you hand your package to. The address pouch is a see-through protective pouch that adheres to a package and allows you to put the folded shipping label into the pouch. It is your responsibility to get the package to UPS for shipping.


      The cost of this service will be the shipping charges only. There are no additional fees associated with this service.


      UPS Drop-off Locations

      UPS offers numerous options for dropping off a package. All UPS drivers, UPS store employees and UPS customer counter agents can accept properly sealed and labeled packages. You may also take your package to any UPSdesignated Drop Box location. Packages must fit inside the container and will not be picked up if they are left elsewhere. If you would like more information about Drop Box locations in your area, please visit www.ups.com and select Find Locations.


      How the UPS Three Pickup Attempt Policy Works

      With this option, a UPS driver carries a preprinted return shipping label when attempting to pick up the return package. UPS will attempt to pick up your package on three separate business days. If you requested this service before 9 PM (Central Time), the first attempt will be made the next business day.


      After three failed pickup attempts by UPS, you will need to process another request through the Kmart Returns Process system.


      UPS charges us an additional $7 for this service. Therefore, the fee for this service will be $7 plus the shipping cost.




      Returning Oversized Items

      We cover shipping charges on returned Oversized Items only if the item arrives at the designated shipping address defective or damaged. We do not cover shipping charges on Oversized Items that are returned due to “buyer remorse”. Please note: shipping charges can be expensive for Oversized Items.


      Follow these steps to return an Oversized Item:


      • The item(s) must be unassembled and packaged securely. If possible, please package item(s) in original package.
      • Fill out the bottom of the packing slip, including the reason for your return, and put it in the package.
      • Contact a Customer Service Specialist to receive instructions on arranging for a freight delivery company to pick-up your item(s). Please have your order number available when you call.
      • You must be home at the time of pick-up and the item(s) must be at the door for the freight driver.
      • You can expect a refund in the same form of payment originally used for purchase within 30 business days of our receiving the item(s). You will be refunded the shipping cost if the return is a result of a manufacturer error or our error.

      *Please note: If there is extensive damage to an item upon delivery, call a Kmart.com Customer Service Specialist immediately at 1.866.KMART4U (1-866-562-7848).




      Returning to a Kmart Store

      Here’s what to do to return your item to a Kmart store:


      • Place the item securely in the original package, if possible, keeping jewelry and other items separate
      • Include all paperwork, parts and accessories
      • Fill out the bottom of the packing slip, including the reason for your return, and put it in the package
      • Bring your package and packing slip to the Customer Service desk at your nearest Kmart store. Store Finder

      To best serve our customers, products may be shipped to you from other Sears Holdings companies or from other retailers. Please be sure to follow the return processes and procedures enclosed on the packing slips with these items.


      ****Product shipped from Sears.com must be returned to a Sears Full-line store with these exceptions:

      • Return tires to a Sears Auto Center.
      • Follow packing instructions for Customized Jewelry.

      Contact Customer Service


      • For oversized, perishable, damaged or defective items, including carton damage
      • Have this information handy from your confirmation email:
      • Order number
      • Item number
      • Tracking number
      • Your e-mail address
      • Your phone number
      • 1.866.KMART4U (1-866-562-7848).

      Need help? Call 1.866.KMART4U (1-866-562-7848). We’re here for you around the clock.


      HOW TO CANCEL AN ORDER

      Cancelling an Order

      About Cancelling UPS/USPS Shipped Orders

      Because our automated system processes your order almost immediately after you click the "Process Order" button in Checkout, it not possible to cancel your order before it fulfilled. However, when you receive the shipment, it will contain specific instructions on how to return it for a refund. In addition, home delivery of larger items can be refused, if necessary.


      If you make an order that you wish to cancel, you may mail the order back after you have received it or return the merchandise to your local Kmart store. If you choose this last option, please be sure to follow the correct steps on returning Kmart.com merchandise.


      Orders with a status of "Processing" cannot be canceled (Check Your Order Status). When the status changes from Processing to Shipped, it means that your order has left Kmart distribution facility and is on its way to the carrier regional distribution center. Tracking numbers and other information may not be available until your shipment arrives at the carrier regional center.


      Cancelling Home Delivery Orders

      Home delivered orders can be canceled at any time prior to your scheduled delivery date by calling Customer Service at 1-800-732-7747.


      Cancelling Store Pickup Orders

      Store pickup orders can be canceled at any time prior to actual pickup. To cancel store pickup orders, please contact the store you selected for pickup. For store information, please use our Store Locator.



      Customer Service