How to Return or Cancel an Order
Get answers and information about:
HOW TO RETURN ITEMS
How to Make a Return
Hassle-Free Returns & Exchanges
Depending on how you received your purchase, Sears merchandise can be returned in several ways:
Any items that were purchased and delivered from Sears (appliances, treadmills, big-screen TVs, etc.) can be returned by:
- Scheduling a pick up
- Bringing it to any full-line Sears store*
To arrange for a return by pick up, please call us at 1-800-416-6031 and have your sales check number and the phone number that was used when your order was placed handy.
All shipped items, except tires, can be returned by mail using the pack slip provided. Shipping cost will be refunded only if the product was damaged during delivery or if the wrong item was shipped. Shipped items can be returned by:
- Mail (UPS, US Postal Service, etc.)
- To any full-line Sears store*
* See store for details.
Tires and products which have been used and contain or utilize flammable liquids or gases must be returned to a Sears Auto Center. Use our Store Locator to find a Sears Auto Center near you.
Based on legal, regulatory and safety protocol, items that contain or utilize flammable liquids or gases cannot be returned through the mail, even if the item has been emptied of these materials. Types of products include, but are not limited to, items such as lawn mowers, leaf blowers and pressure washers. These products must be returned in person at your local Sears store and presented to an associate to complete the transaction. If you are unsure whether your product classifies as a Hazardous Material please visit the DOT website. For any other questions please contact our Call Center at 1-888-311-2262.
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 Sears 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.
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.
- Contact us within 90 days of your original order date to request a Return Authorization.
- Upon receiving this number, your customer service representative will also provide you with a UPS return label to mail in your item
- You may have the return label emailed to you or mailed to your home. The emailed UPS label link expires after 10 days. If the link expires before you print the label, you must contact us to request another label.
- Follow the instructions provided for repackaging your return and take the package to the nearest UPS store or drop-off location.
- Sears Parts Direct requires a Return Authorization to ensure your return credit is processed in an accurate and timely manner. Sears Parts Direct assumes no responsibility for items returned without the appropriate authorization.
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 the returns process.
HOW TO CANCEL 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 is not possible to cancel your order before it is 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 Sears store. If you choose this last option, please be sure to follow the correct steps on returning Sears.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 Sears 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 1-800-416-6031.
Cancelling Store Pickup Orders
Store pickup orders can be canceled at any time prior to actual pickup. Call the store you selected for store pickup. For store information, use our Store Locator.