As a savvy shopper and home improvement enthusiast, you know the value of being able to procure exactly what you need for your projects. That‘s where Lowe‘s special order program comes in clutch, offering hundreds of thousands of items that aren‘t regularly stocked in stores. From custom window blinds to unique plumbing fixtures to specialty appliances, Lowe‘s aims to be your one-stop-shop, even if it means going off-shelf.
But as a discerning customer, you also want the reassurance that you can return a special order item if it doesn‘t meet your expectations. No one wants to be stuck with an expensive, non-returnable mistake. The good news is that Lowe‘s extends its generous 90-day return policy to most special orders. However, there are some key exceptions, limitations, and fees to be aware of.
In this ultimate guide, we‘ll equip you with everything you need to make informed special order purchases and returns at Lowe‘s. We‘ll dive into the nitty gritty of the policy, share insider tips and retail insights, and even compare Lowe‘s to its top competitors. By the end, you‘ll be a special order pro, armed with the knowledge to shop and return with confidence.
Understanding Lowe‘s Special Order Program
Before we get into the return specifics, let‘s talk more about how special orders work at Lowe‘s. When you can‘t find what you need on Lowe‘s shelves, an associate can help you place a special order either in-store at the customer service desk or pro services desk, or online at Lowes.com. Some common examples of special order items include:
- Appliances: premium brands, high-capacity models, special finishes
- Lighting & Ceiling Fans: unique designs, smart features, oversized dimensions
- Flooring: wide plank hardwood, one-of-a-kind rugs, designer tile
- Millwork: decorative molding, custom doors, specialty wood species
- Windows & Doors: impact-resistant glass, unusual sizes, high-end materials
- Cabinetry & Countertops: personalized built-ins, luxury stone slabs
- Home Decor: niche wallpaper prints, designer furniture fabrics
- Outdoor Living: premium grills, resort-style patio furniture
A 2021 annual report from Lowe‘s shows that appliances, flooring, millwork, and paint are some of their biggest sellers for special orders. Once placed, your special order item will typically be ready for pickup in-store or delivered to your home within 1-2 weeks, though timelines can vary based on vendor and delivery distance. Lowe‘s will notify you when your order is ready via email and/or text.
Lowe‘s Standard vs. Exception Return Policies
Now let‘s get into the specifics of returning those special orders. Lowe‘s standard return policy allows most new, unopened items to be returned within 90 days for a full refund. This includes many special order items, as long as you have the original receipt or other proof of purchase like a credit/debit card or checking account lookup.
However, certain product categories have a shorter 30-day return window, even if they were special ordered:
- Major Appliances: refrigerators, ranges, dishwashers, microwaves, washers, dryers
- Outdoor Power Equipment: lawnmowers, leaf blowers, chainsaws, generators
- Liquid Paint: interior/exterior paints and stains
- Highway Trailers: utility and cargo trailers
- Holiday/Seasonal Items: Christmas trees, inflatables, patio sets, grills
These shortened windows ensure Lowe‘s can resell returned seasonal and big-ticket items while they‘re still relevant. "Appliances and outdoor power equipment tend to be much pricier than the average Lowe‘s SKU," explains Mark Delaney, a retail analyst at NPD Group. "They also depreciate faster and have higher shipping costs, so Lowe‘s has to be a bit stricter with those return timelines."
If you miss the 30 or 90 day return window, Lowe‘s may still accept your return on a case-by-case basis, but you‘ll likely receive store credit for the item‘s current selling price instead of the full refund. Your best bet is to resell it yourself locally or contact the manufacturer about any warranty coverage.
Restocking Fees: The Fine Print
Another key detail of Lowe‘s special order return policy is the potential for restocking fees. While Lowe‘s doesn‘t call out special orders explicitly, their policy states: "Lowe‘s reserves the right to apply a 20% restocking fee for returned merchandise."
Based on customer feedback, it seems this fee is more commonly enforced on special orders, perhaps because Lowe‘s often has to eat the return shipping costs and may have a harder time reselling custom or niche products. The restocking fee helps offset potential losses for the company.
However, not all special orders are subject to restocking fees. Lowe‘s should alert you at the point of sale if the fee applies, and you can always double check your receipt for any restocking fee notations. "It‘s fairly inconsistent," shares avid DIYer and Lowe‘s shopper Jennifer Paulson. "I‘ve gotten hit with the fee on some special orders but not others. It really seems to depend on the associate and the product category."
If you do end up facing a restocking fee, consider whether you might be able to sell, donate, or repurpose the item yourself to minimize the monetary loss. Paying 20% to return something is certainly better than being stuck with it entirely though.
How to Make a Special Order Return
So what‘s the actual process for returning a special order to Lowe‘s? The good news is it‘s pretty straightforward and can be done either in-store or by mail. Just make sure you have the item in new condition, the original packaging, your receipt or card used for purchase, and a valid photo ID.
To make an in-store return, simply bring the item to the customer service desk and let them know you‘re returning a special order. They‘ll look up the purchase in their system, verify it‘s within the applicable return window, and examine the item‘s condition. Assuming everything checks out, they‘ll process the return and refund your original payment method.
If you prefer to return by mail, contact Lowe‘s customer care at 1-800-445-6937 to obtain return authorization and shipping labels first. Then just carefully pack up your item and bring it to the designated mail carrier on your label. Return shipping costs are your responsibility and will be deducted from your refund total. Once Lowe‘s receives the return, they‘ll process it and issue your refund, which may take a few extra days due to transit times.
Lowe‘s vs. The Competition
Of course, Lowe‘s isn‘t the only home improvement retailer vying for your special order business. The Home Depot and Menards also have robust catalogs of special order items. So how do their return policies compare?
The Home Depot‘s return policy largely mirrors Lowe‘s, with a standard 90-day return window and 30-day timelines for appliances, gas-powered equipment, paint, generators, and furniture. They also require proof of purchase and ID for all returns. One leg up is that Home Depot doesn‘t seem to charge any restocking fees on special orders. They also give a little extra leniency (180 days) for in-store returns made with a Home Depot consumer credit card.
Menards has a slightly stricter 90-day policy for special orders in certain departments like electrical, flooring, and cabinets/appliances. They‘ll only issue store credit after 90 days, with rare case-by-case exceptions. Menards also charges a 25% restocking fee (higher than Lowe‘s 20%) on most special orders returned after 48 hours. However, they have an excellent "Special Order Expedite" program that can get your items delivered faster for a small upcharge.
"In our analysis, Lowe‘s is the most lenient of the big three when it comes to special order returns," surmises Delaney. "But Home Depot and Menards are a bit more reliable on hitting promised delivery dates, which can prevent the need to return in the first place." Ultimately, your choice of retailer should come down to the specific item, price, and timeline. Having a clear understanding of each store‘s return policy empowers you to make the best decision either way.
Tips for Minimizing Special Order Returns
While it‘s reassuring to know you can return a special order to Lowe‘s if needed, no one wants to deal with the time and hassle if they can avoid it. Here are some proactive steps you can take to prevent buyer‘s remorse on your special orders:
- Research the product thoroughly before purchasing. Read reviews, compare specs, and get hands-on in the store if possible.
- Order samples or swatches whenever available, especially for finishes, fabrics, and flooring.
- Measure your space carefully and double check product dimensions to ensure proper fit.
- Pad your project timeline whenever possible to account for potential shipping delays or backorders.
- Utilize Lowe‘s design services and installation teams for expert guidance and accurate quotes.
- Consider purchasing an extended protection plan for added coverage beyond the manufacturer‘s warranty.
- Keep your items in the original packaging until you‘re certain you want to keep them.
Even the best laid plans can go awry though. If you do need to make a special order return to Lowe‘s, you‘re now well-versed in the process and restrictions. Just remember to keep your receipt, mind the deadlines, and prepare for potential restocking fees. With realistic expectations and a little persistence, you can get the refund or credit you deserve.
The Bottom Line
At the end of the day, Lowe‘s is one of the most accommodating home improvement retailers when it comes to special orders and returns. With hundreds of thousands of items to choose from and a generous 90-day return policy (save for a few 30-day exceptions), you can shop with confidence knowing Lowe‘s aims to ensure your satisfaction.
"Our special order program is all about providing a seemingly endless aisle of top-quality products to help customers bring their home visions to life," says Bill Boltz, Lowe‘s executive vice president of merchandising. "If it turns out not to be a perfect fit though, we‘ll gladly take it back and make it right."
As a savvy shopper, just be sure to do your due diligence up front, keep a close eye on those return timelines, and factor in any potential fees. A little proactivity and policy know-how can save you a lot of headaches and money in the long run. Happy special ordering!
