Help & Customer Service at Lowe’s

Search using a keyword, Lowe’s item number, brand or manufacturer’s model number. You can also browse by department to shop Lowe’s large selection of items.

Check your order status online by entering the order number or logging in to your MyLowe’s account. You’ll receive email updates if your order status changes.

Once your Special Order arrives at the store, a customer service associate will let you know your purchase is ready for pickup or delivery. For more information, visit our Special Order Sales page.

You’ll receive an email with pickup instructions and the location of the store you selected when your order is ready. You can pick up your order during store operating hours at the designated pickup area. Just provide the order confirmation email or order number with your photo ID (state driver’s license, military ID or state ID). For your protection, only the cardholder or an authorized user of the credit card may pick up the order.

Most (but not all) items can be returned within 90 days. If you bought something from Lowes.com, you can start a return online in your Order History before shipping it back to us. To learn more about how we’ve made returns easy, click here.

For in-store returns, you’ll be asked to provide proof of purchase at the customer service desk. The return barcode for the order works, too, and can be found on your Order Details page.

Note: Items such as outdoor power equipment, major appliances and holiday items have shorter return periods and additional restrictions. View our Returns and Refunds Policy for more details.

You can cancel items from orders that haven’t entered the shipping process or been picked up in store. If you need to make changes to your order, please do so as soon as possible by signing in to your MyLowe’s Account and selecting Orders & Purchases. You can also select Order Status to cancel without accessing a MyLowe’s Account. Processing times may vary by item.

To cancel your order:

Find your order and select Details. In the Delivery section of the item you wish to remove, select Cancel.

Select a reason for cancellation and then select Yes, Cancel. You’ll receive an email with the updated order information shortly after. 

If you’re unable to cancel your item(s) or aren’t completely satisfied with your Lowe’s purchase, simply return the merchandise to any Lowe’s store in the US. See Returns and Exchanges for further information.

You’ll receive communication that your payment has failed. Select the link within your email or notification to navigate to your order and update your payment method. You can resolve the payment failure by updating the original payment method or providing an alternate payment method (e.g., Lowe’s Advantage Card or Gift Card or alternate credit card). 

• Go to your order details. 
• Select Update Payment. 
• Select Add Payment Method. 
• Enter your updated/new payment method and select Update. 
• Select Submit Payment. 
• A success message will appear once we’ve updated your payment details successfully.

  
  

Gift Card Payment 

• If entering a gift card, enter your updated/new gift card number within the Add Lowe’s Gift Card(s) field and then select Apply. 
• Select Submit Payment. 
• A success message will appear once we’ve updated your payment details successfully.

You can modify your truck delivery and Buy Online, Store Pickup orders. Options include editing a quantity and adding an item. In the event you reduce the quantity of an order, we’ll initiate the refund to the original payment method. If you increase the quantity of the order, you can pay the additional amount with the original payment method or an alternate payment method (e.g., MyLowe’s Rewards Credit Card, Lowe’s Gift Card or alternate credit card).

To edit an item:

• Go to your order details.
• Select Edit Qty.
• You can choose to increase or decrease the quantity of the item.
• If you increase the quantity, you can make a payment with the original form of payment or provide an alternate payment method.
• Select Confirm.
• A success message will appear.
• You’ll see the updates to your order on the order details page, and you’ll also receive an email confirmation of the changes you made.

To add an item:

• Go to your order details.
• Select Add Item to Order.
• Search for a new item and select Add Item.
• You can make the payment with the original form of payment or provide an alternate payment method.
• Select Confirm.
• A success message will appear.
• You’ll see the updates to your order on the order details page, and you’ll also receive an email confirmation of the changes you made.

On orders that haven’t begun the shipping process, based on eligibility, you can change the shipping/delivery address. This may have an impact on your estimated delivery date, shipping speed and/or taxes.

To change the shipping/delivery address:

• Go to your order details.
• Select Edit next to your Ship/Deliver to address.
  
• You can enter a new address from there (you’ll only be able to update the street address at this time).
• Select Confirm.
  
• A success message will appear.
• You’ll see the updates to your order on the order details page, and you’ll also receive an email confirmation of the changes you made.

Recalls and safety news for products sold through Lowe’s are posted on the Lowe’s Product Recalls page.

Visit the customer service desk in store to apply for a tax-exempt account.

These charges are likely authorization holds that are placed throughout the life cycle of your order to ensure the funds are reserved for your purchase. When you place an order, your payment method is authorized for the full amount of the purchase. As items from your order ship, your payment is charged and the authorization is no longer held by Lowe’s. Orders shipped in multiple shipments will be charged separately at time of shipment; therefore, you may see multiple charges, but they’ll never exceed the full amount of your order. For orders with longer lead times, your method of payment will be reauthorized to ensure funds remain available until your item is shipped. If you observe multiple pending authorizations, please contact your financial institution as each bank’s policies differ on how long authorizations are held.

We leverage third-party sellers on Lowes.com to offer a larger selection of brands and items to help you complete your project(s).

Look for Sold & Shipped By on the product page to identify the third-party seller.

If you need to return an item that was sold and shipped by a third-party seller, please review our return policy.

Only qualified sellers can sell on Lowes.com Marketplace. Our selection process looks at sellers’ products and operations to ensure they can give the same high-quality experience to all our customers.

MFA is an extra layer of security that protects online accounts. It requires users to enter two or more pieces of information to verify their identity and gain access to their account. For example, you may have to enter a username, password and separate security code.

Hackers and threat actors are becoming increasingly sophisticated. MFA is used to prevent those with malicious intent from gaining access to, taking control of or modifying accounts.

When you sign in to your account after opting in to MFA, we’ll text you a one-time security code and prompt you to enter it. If you select Remember Me when signing in, you won’t have to do MFA for a limited period of time.

You can enable MFA on your Lowe’s account through the Security tab on your Profile & Preferences page.

You can change the phone number you use through the Security tab on your Profile & Preferences page.

This is an optional feature. While you’re not required to enable MFA, we do recommend that customers take advantage of this extra layer of security. You can opt in and out anytime from the Security tab on your Profile & Preferences page.

No. We require a mobile phone number for MFA because we’ll need to send you one-time codes via SMS/text message. Note: This phone number can but doesn’t have to be the number you use for your Lowe’s account. You can also use the same phone number for MFA on your business and personal accounts.

If you lose your phone after you’ve opted in to MFA, you can try to access your account on a trusted device you’ve previously used to sign in.

If you’re locked out of your account, please wait 30 minutes before trying to sign in again. Or you can reset your password and then try to sign back in.