How to Return or Cancel an Order
Get answers and information about:
- Returning Online Items
- Returning Shipped Items
- Returning Marketplace Items
- Returning Sears Parts Direct Items
- Cancelling an Order
Our goal is that you are completely satisfied with your purchase. If for any reason, you are not satisfied, simply return your purchase in it's original packaging with your original receipt for a refund or exchange.
The number of days that you have to make a return or exchange varies. Review our returns policies here.
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HOW TO RETURN ITEMS
Hassle-Free Returns & Exchanges
Sears 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 Sears store*
Shipped items (UPS, US Postal Service, etc.)
- By mail
- To any full-line Sears store*
* See store for details.
To ensure timeliness, 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.
Except Tires, all shipped items (UPS, US Postal Service etc.), including Parts and Auction merchandise, 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.
Return Tires to a Sears Auto Center. Use our Store Locator to find a Sears Auto Center near you.
Products shipped from Kmart.com must be returned to a Kmart store.
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.
Sears.com partners with marketplace merchants who sell items on our website. If your order contains an item that is NOT sold by Sears, this item cannot be returned or exchanged at your local Sears store. Your merchant's profile, which contains their specific return policy, is available via the product page.
Return policies may vary for products sold and fulfilled by third-party merchants other than Sears. See individual merchant profile, accessible from product detail pages, for applicable merchant return policies. All returns of products sold and fulfilled by a third-party merchant, including damaged and incorrect products, must be returned directly to such third-party merchant.
Please note that Sears does not support returns for international orders sold or fulfilled by a third-party merchant at this time. All international sales of products sold or fulfilled by these third-party merchants are final.
How to return an item to Sears Parts Direct:
- 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 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 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. To contact Customer Service, please Send an email to our Customer Order Department or call 1-800-349-4358.
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. Call the store you selected for store pickup or customer service at 1-800-349-4358. For store information, use our Store Locator.