While we are currently experiencing high contact volumes, we remain focused on our commitment to support our customers and communities. Here are the answers to the most common questions we’re currently receiving.
The item I need is out-of-stock, when will it be back in stock?
Some types of items are in high demand and may temporarily show as out-of-stock. This may lead to some delayed and/or canceled orders. We apologize for the inconvenience. Our agents do not have additional information on when an item will be back in stock, and unfortunately, we are unable to provide a raincheck. Please continue to check the app/website for updates.
Some items that would normally be available to pick up in-store are not available at this time. We apologize for the inconvenience, and we’re doing our best to stock items quickly. Items may be purchased by in-store customers before we can fulfill your Pickup order.
For high demand items, the stock inventory shown for store items may fluctuate. Current availability in the store may not immediately reflect online/in the app. This may also mean you cannot place an order for certain items to be picked up same-day.
Why is my order canceled or delayed?
When we ship an order, we send an email confirmation with tracking details. If we are unable to ship an order, then we send a cancellation email. Unfortunately, we do not know when new stock will be available for shipping, but the app/website will update when it becomes available.
Delivery times may be longer than usual due to the high demand, but we’re working hard to ensure orders get to as many customers as quickly as possible.
If your order is for same-day Pickup in a store:
The teams in our stores are working to pick items from the inventory they receive. Unfortunately, we do not know when popular items will be on the shelves long enough to meet the high demand. We send an email confirmation to let you know when your order is ready to be picked up, but if we are unable to locate the inventory for your order, then we send a cancellation email.
How do I cancel or return my item?
As part of our COVID-19 response, we will temporarily not allow store returns on certain items. For the most up-to-date information, please visit Walmart's Policies and Guidelines website.
The easiest way to cancel is to try from your account either in the app or on our website. If it is too late to cancel, then you will be able to either refuse delivery or return the package. Starting a return is easy, and you can do this from your account on the website or in the app.
If you received an email saying your item is ready for pickup, you may still be able to cancel it from your account. Alternatively, you may visit the store and inform them at the pickup desk that you no longer want the item. If you do not want to visit the store, you can wait for the pickup period to expire (normally this takes 2 weeks from the date they were ready to pick up).
What is Walmart doing in-store to protect my health?
We are working with stores to create a social distancing environment for pickup orders including:
- Physical barriers at pickup counters
- Floor decals to maintain 6-foot distance
- No-contact pickup and delivery
What are some in-store pickup safety measures in place?
Upon your arrival to the pickup counter, your order is placed on the counter or in your cart by the store associate. Give the associate time to walk at least 6 feet away before approaching the counter to retrieve your order.
If your order contains a large item that requires associate assistance, the associate will load the items into the car if you are unable to do so on your own. Please remember to maintain a 6-foot distance and allow the associate to load the item on their own.
Can you place my order for me?
When an associate submits an order on your behalf, they have access to the same inventory and information that is immediately available to you on Walmart.com. Due to longer wait times, the fastest way to place an order is by using the Walmart app or our website.
What are my store’s hours? Do you have a senior shopping hour?
For current store and store services hours, use our Store Finder feature.
On March 18, 2020, Walmart announced changes to support our store associates and customers, including senior shopping hours. See the changes here.
Concerned a product is priced inappropriately?
Please complete the Prohibited Product Policy form to let us know: Feedback Form
How is Walmart supporting communities?
One of the ways Walmart is supporting communities is by teaming up with Feeding America to get nourishing food to people in need. We need your help! You can join us by rounding up your order total to the next dollar at checkout. We will donate* that amount to Feeding America. You can also give any amount directly to Feeding America or by searching for “Feeding America” in Walmart’s Registry for Good directory. Visit Feeding America’s website. Visit Walmart’s Registry for Good website.
*Donations are non-refundable.