FAQs

My Account

How do I update my email address?

1. Click on "my account" located at the top of the Home page.
2. Sign in under "registered shoppers" by supplying your existing email address and password
3. In the email address field, enter your new information, then scroll to the bottom of the page and click on "update." You will then receive a message that states, "Your account information has been saved"

Your account will be immediately updated. The next time you log in to Costco.com, use the new email address you provided. Click here to view an example of this feature.

Why does it say my email address has already been registered?

Your email address may already be in our system. If this is the case, to access our website, please enter your email address in the Registered Shoppers field of the My Account page, followed by the password you would have supplied when registering.

If you are still unable to access our site, or cannot remember your password, simply enter your email address in the box under "Forget your Password?" then click on "Go." Your password will be reset, and a temporary one will be e-mailed to you.

Can I receive Password information?

If you have forgotten your password, please click on this link Costco log in. Enter in your email address in the box under "Forgot your Password?" then click on "Go." Your password will be reset, and a temporary one will be e-mailed to you. You will receive your password within minutes.

The temporary password will include both numbers and letters.  We suggest that the password be copied and pasted into the password field.  If you have tried the temporary password and it has failed in three attempts, please request another password.  The temporary password will not work after three failed attempts. There is an 8-hour delay in sending a 2nd temporary password.

Please be aware that if you have your junk mail settings on high, the password e-mail from Costco.com might be deleted by your ISP as junk mail before you see it. To assure you get our e-mails, please add customerservice@costco.com to your address book or your safe sender list. 

How do I subscribe to Costco.com special offers by email?

1. Go to "sign up to receive offers by email" (in the right column located on the Home page)
2. Type in your email address
3. Click "go"

How do I unsubscribe to Costco.com special offers by email?

If you do not want to receive promotional emails, please choose one of the following options to unsubscribe or opt out:

• Click the provided "unsubscribe" link in any promotional e-mail to unsubscribe
• Access "my account" if you are a registered user of Costco.com, and check the opt-out box. If you have more than one e-mail address, you will need to specifically opt-out for each e-mail address.
• Contact us at customer service
• Write to us at: Customer Service, P.O. Box 34622, Seattle, WA 98124
• Call our Membership service representatives at 1-800-774-2678

How do I enter an APO / FPO address in my "Bill To" information?

If you need to enter an APO / FPO address in your "Bill To" information to match the address on your credit card statement, please do so in the following manner:

Address Field 1: Army, Navy and Marines enter Unit Number and Box Number; for Ships, enter Ship Name and Hull Number; for Air Force, enter PSC Number and Box Number.

Address Field2: You can enter optional military command or organization name.

City: Enter APO or FPO

State: Select one of the following from the drop down box:
AE - Armed Forces Europe, Middle East, Africa and Canada
AA - Armed Forces Americas
AP - Armed Forces Pacific

Zip: Enter the 5-digit ZIP code for the military unit.

* Costco.com does not ship to APO / FPO boxes at this time.

What is Costco.com's privacy policy?

Click here to view Costco.com's Privacy Statement.

Is it safe to click on links provided to third-party websites?

Through the Member Services and selected other portions of our website, you can link to other websites of third parties who have agreed to offer goods and services to our members. Any personal information you provide on the linked pages is provided directly to that third party and is subject to that third party's privacy policy. Except as described in our Privacy Policy, we are not responsible for the content or privacy and security practices and policies of websites to which we link. Links from our site to third parties or to other sites are provided for your convenience. We encourage you to learn about their privacy and security practices and policies before providing them with personal information. For further information, please review our Privacy Statement or Terms and Conditions.

General Information 

How do I Search for an item on Costco.com?

Whether you’re looking for an item or information about Costco, you can search our website quickly and easily by following the tips below:

Search Tips:

• Try using a more general search term. Entering fewer words in the search field will typically improve your results.
• Try using different words to describe what you’re looking for.
  Example: If you entered the search word “hot tub” with no results, try the word “spa”.
• Join words or split the words.
  Example: antivirus vs. anti virus or Blu Ray vs. BluRay
• Check for spelling errors.
• Verify the category you’re searching in. Expand the search to “All” categories for better results
• The item you are looking for may be temporarily out of stock.

Costco.com focuses on providing a unique selection to compliment items offered in our warehouses. The item you’re searching for may be exclusively offered in our buildings. Use our warehouse locator to find your local Costco.

A complete list of warehouse items is not offered on Costco.com. Visit the “In the Warehouse” section of our site for a select list of new items offered at your local Costco.

Can I receive Product information?

If you are inquiring about product availability at a Costco warehouse location, we ask that you contact the Costco nearest you. To find the Costco location nearest you click here. 

If an item is visible on our website, the product is available for purchase online. Costco.com offers merchandise which complements our warehouse locations.

For further information, please review our Terms and Conditions.

What is the Costco Concierge Service?

Call Costco Concierge Services Toll-Free at 1-866-861-0450 for FREE technical support and set-up help.

• Receive free technical support for any television, projector, camera, camcorder, computer, iPod or MP3 player you purchase at Costco or Costco.com
• Speak with expert level technicians
• Enjoy easy-to-understand answers to your set-up and product use questions
• Get troubleshooting assistance
• Obtain warranty information and assistance
• Receive in-home service when in-home service is covered under manufacturers warranty
• Order accessory replacements
• Receive assistance purchasing TV Setup at Costco.com
• English and Spanish speaking agents available
• All calls are handled in the U.S.
• This service is available exclusively for Costco members

Top Television Questions:

I'm not getting all of the channels on my TV, what do I do?
Most TV's allow you to access additional channels by making a configuration change in the TV's menu.  To access, turn on the TV and press the "menu" button on the remote control.  From within this menu, you will be able to configure the channels that you are able to receive.  Most TV's have an automatic scan feature that will scan the available channels and configure them for you.  If, after taking these steps, you still do not have the channels you need, you may need to contact your cable TV or satellite provider to ensure your account with them is set up to receive all of the channels you want.   Give your Costco Concierge representative a call and they will be happy to assist you or put you in touch with your broadcast provider.

Top Computer Questions:

My Office, Windows Vista or Microsoft Works product key is invalid, what do I do?
The best thing to do is to call Costco Concierge.  A representative will be able to assist you with obtaining a new product key from your computer manufacturer or the manufacturer of the software. 

How do I set up my wireless internet?
First, make sure you have all of the equipment that you need - a computer with a wireless adapter, a wireless router, a DSL or Cable modem and the cables to plug them all together.  Before you plug anything in, you will want to insert the CD that came with your wireless router into your computer.  The screen that pops-up will guide you through installing the software and setting up the DSL or Cable modem and router properly.  At the appropriate time, you will be asked to plug the equipment in and check for connectivity.  The program will guide you along step-by-step, but if you run into any trouble or have a question, give your Costco Concierge representative a call and they will be more than happy to assist. 

How do I get my printer to work?
First, install all of the consumables, things such as ink or toner cartridges that came with your printer.  They will come with directions or will have directions right on them.  With your printer unplugged, start by inserting the CD that came with your printer.  A screen will pop-up and guide you through the installation steps.  At the appropriate time, the program will instruct you to plug your printer in.  After a series of checks and a test page, your printer should be up and running.  If you run into any problems or have a question along the way, give your Costco Concierge representative a call.

Top Camera Questions:

The pictures from my digital camera come out blurry, can this be fixed?
You will want to first check the settings on your camera. Most cameras have an auto focus mode you can use to take pictures. This will allow the camera to make the adjustments that need to be made to provide you with a crisper image. Try shooting in a brighter environment. You will also want to make sure you are pressing the button down halfway then pausing and allowing the camera to focus before pressing the button down the rest of the way. Check your lens to make sure that it is not dirty or smudged. Try changing the batteries to a fresh set. You can also try resetting your camera. If you still need help please give a call to our Costco Concierge service and we will be happy to assist you. 

Can you help me install the software that came with my camera?
With your camera unplugged, start by inserting the CD that came with your camera.  A screen will pop-up and guide you through the installation steps.  At the appropriate time, the program will instruct you to plug your camera in.  After a series of checks and a test page, your camera should be up and running.  If you did not receive a CD with your camera, you may be able to download the software from the camera manufacturer's website.  If you need help, give your Costco Concierge representative a call.  They will be happy to answer any questions you may have and provide you with the help you need to be taking beautiful pictures in no time.

How do I edit pictures with the software that came with the camera?
Digital cameras come with many different software bundles, but they all have some similar basic features.  First, install the program by following the instructions on the CD that came with the camera.  Once the program is installed run it by clicking on the program's icon in your "Start" menu.  The program will have features that allow you to download pictures from your camera to your PC and may have features to allow you to edit your pictures once they are on your PC.  These features can be accessed by clicking the menu buttons, usually at the top of the program window.  Features such as red-eye reduction or color correction may be automatic.  When you select these options, the program will guide you through the steps.  Other features, such as cropping or resizing a picture may need more input from you.  You may be asked to select the area you wish to crop or the size of the new image.  It may take a few tries to get your picture just right, but most programs are fairly intuitive and easy to use.  As always, your Costco Concierge representative is happy to help when you have a question.

Top Camcorder Questions:

How do I get video off the camcorder and onto my computer?
Make sure that you have the proper software and drivers installed on your computer (most camcorders come with a software and driver installation disk). Connect your camcorder to your computer, your instruction manual should give you instructions on how to do this (if you are using a DVD camcorder you may be able to place the DVD disc from the camcorder into the disk tray on you computer). Follow your on screen instructions to transfer the video from your camcorder to the software program on your computer. If you have any further questions or issues please call your Costco Concierge service for assistance.

How do I make and use DVD's from the recordings I have on my camcorder?
You will first need to verify that you have a DVD burner and software (check the software that was supplied with your camcorder) that will allow you to create DVD's installed on your computer. Then you will need to transfer the video from your camcorder to your computer. Use your software to create a DVD using the video that you transferred from your camcorder. Your Costco Concierge service is always there for you should you have any further questions.

My camcorder has a fuzzy image, can you help?
You will want to try a different tape or DVD to start. This will let you know if the issue is with the camera or media. If you are still experiencing problems try shooting in a brighter environment. Make sure your battery is fully charged. Check your lens to make sure that it is not dirty or smudged. You can also try resetting your camcorder. If you still need help please give a call to our Costco Concierge service and we will be happy to assist you.

Does Costco.com have a recycling program?

Yes, Costco.com does have a trade-in & recycle program. Costco has teamed up with Gazelle, the industry leader in electronics trade-in, to offer this program. Costco's Trade-In & Recycle Program now puts more money in your wallet.

Responsibly trade-in electronic gadgets (such as laptops, cell phones, LCD monitors, digital cameras, MP3 players, gaming systems & more) for Costco Cash good for anything in Costco warehouses or at Costco.com.

Click here to go to the Costco.com Trade-In Program.

What is the "Electronic Waste Recycling Fee" on my receipt?

Since January 1, 2005, an Electronic Waste Recycling Fee has been assessed on certain "covered electronic devices" sold in California. "Covered" means covered by the law, and includes most video display products such as computer monitors and televisions. The fee is collected at the time of retail sale, including Internet and catalog sales, to California consumers. For more information or to find a recycling center near you, please visit www.erecycle.org.

Why am I charged sales tax on my order?

In accordance with applicable state and local laws, we are required to charge sales tax in localities where Costco has operations. Costco does not benefit from the collection of sales tax and we remit all taxes collected directly to the appropriate taxing jurisdiction.

As a general rule, it is the laws of the state of delivery that determine whether sales tax will be due on your transaction, The appropriate sales tax amount will be displayed on the checkout section of the site.

If we are legally required to collect sales tax on merchandise you order, the tax amount will be added automatically to your purchase price. On rare occasions an error in our state sales tax database may cause the sales tax charge to be incorrect. If this happens, at any time up to two years from your date of purchase you may contact customer service for a refund of tax overcharges. This right to a refund is your exclusive remedy for sales tax errors.

Sales Tax Holidays

At various times throughout the year, States offer special Sales Tax Holidays on particular types of merchandise. The guidelines and qualifications differ greatly from State to State and Holiday to Holiday. You can get information about these Tax Holidays by contacting your local Department of Revenue.

If you feel that your Costco.com purchase qualifies for a Sales Tax Holiday refund, you may send your request via email to TaxRequest@Costco.com or call our customer service center at 1-800-955-2292. This link should ONLY be used for Sales Tax Holiday refund requests. To request another type of sales tax exemption, please see the "Can I receive sales tax exemption for an online order?" FAQ below.

Costco.com will review your request to determine if it qualifies for a refund and notify you of our findings by way of credit confirmation or an email explaining why your purchase did not qualify.

Costco.com can not legally do tax adjustments on previously purchased items that are now exempt during the tax holiday.

Can I receive sales tax exemption for an online order?

Costco.com does not currently offer sales tax exemption at the time of sale.

Sales Tax is charged, on both merchandise and related shipping and handling charges, for orders delivered to addresses within the following states:

• AL, AK (Juneau ONLY), AZ, CA, CO, CT, DC, FL, GA, HI, IL, IN, IA, KS, KY, MD, MI, MN, MO, NC, NE, NJ, NM, NV, NY, OH, PA, PR, SC, TN, TX, VT, VA, WA, and WI.

Sales tax is charged on merchandise only for orders delivered to addresses within the following states:

• ID, MA and UT.

Be advised that, because Costco's shipping and handling charge is a combined charge, this charge is subject to sales tax in many states where a separately stated shipping charge might normally be nontaxable.

Our Tax Department will process your exemption after you have placed your order and submitted the following documentation:

• A copy of your resale/tax exempt documentation
• A copy of the Costco.com shipping confirmation email from your purchase or printed receipt from your online order status page
• A sales tax exemption claim form. Click here for the Exemption Claim Form in PDF format*

The completed and signed tax exemption claim form MUST be included with your request.

Mail this information to:

Costco Wholesale
Operations/Buying Tax Department
999 Lake Drive
Issaquah, WA 98027

Only claims meeting the exemption requirements of the state where merchandise is shipped will be considered. Receipt of your claim is not an agreement that tax will be refunded.

For resale, Costco.com requires the appropriate resale certificate from the state where shipment was delivered. For exempt organizations, such as schools and nonprofit organizations, most states require that purchases must be made with a credit card in name of the tax-exempt business or agency. Payment with personal funds to be reimbursed by the organization may nullify an exemption.

Our ability to provide you a refund of the tax you paid on your purchase will be based on the "ship to" state's resale/tax exemption laws. If your purchase does not meet that states guidelines, Costco will not be able to refund the tax.

How do I order a Costco Cash Card?

Versatile and convenient, Costco Cash Cards can be used in our warehouses, gas stations and on Costco.com. They are issued in increments ranging from $25.00 To $1,000 U.S.D. With thousands of items to choose from, Cash Cards make great gifts for clients, friends and family.

Click here to order a Costco Cash Card..

How do I use a Costco Cash Card?

Using a Cash Card online is easy. Simply follow these steps:

1. Select an item you would like to purchase and click on "Add to Cart."
2. When you are satisfied with your order, click "Check Out."
3. Enter the Costco Cash Card number on the "Payment" page in the Costco Cash Card entry field, along with the Card PIN.
4. Complete the check-out process. The entire balance will be applied to the order amount, and any remaining balance will be available for future purchases.

Click here to view an example of this feature.

How do I check the available balance on my Costco Cash Card?

1. Click on "my account" located at the top of the Home page.
2. Sign in under "registered shoppers" by supplying your existing email address and password.
3. Scroll down to Costco Cash Card (balance lookup only).
4. Enter the Cash Card Number and PIN.
5. Click on "view card balance."

Click here to view an example of this feature.

Gift Certificates

How do I order a Costco.com online gift certificate?

Online gift certificates are available for use exclusively on our Costco.com site. They are issued in increments ranging from $25.00 U.S.D. up to $500.00 U.S.D. With our thousands of items to choose from, online gift certificates make great and unique gifts for clients, friends and family.

Click here to order a Costco.com online gift certificate.

How do I redeem an online gift certificate?

Redeeming an online gift certificate is easy! Just follow these simple steps:

1. Visit our website at www.costco.com
2. Select an item you would like to purchase and click on "Add to Cart."
3. When you are satisfied with your order, click "Check Out."
4. Enter gift certificate validation number on the "Payment" page in the "Gift Certificate Number" entry field.
5. Complete the check-out process. The gift certificate will be deducted automatically from the total amount of your order.

Click here to view an example of this feature.

Click here to view terms and conditions of online gift certificates.

How do I check my online gift certificate balance?

Check your available online gift certificate balance on the payment page during the check-out process. Your gift certificate number may have already been deposited into your online account. If there is a balance, simply click on the "use available balance" and the dollars will be applied to your order total. The Electronic Gift Certificates are not refundable or redeemable for cash unless the remaining balance is less than $10.00.

Click here to view terms and conditions of online gift certificates.

Product Notices

Learn more about safety, recall and product information.

How do I apply for employment with Costco?

Costco Wholesale is a multi-billion dollar global retailer with warehouse club operations in eight countries. We are the recognized leader in the field, dedicated to quality in every area of our business and respected for our outstanding business ethics. Despite our large size and explosive international expansion, we continue to provide a family atmosphere in which our employees thrive and succeed. We are proud to have been named by Washington CEO Magazine as one of the TOP THREE companies to work for in the entire state of Washington!

Please click here for application and employment information.

How does my group request a donation from Costco.com?

Costco is committed to supporting charitable and community activities in the markets where we do business.

Please click here for our charitable giving guidelines.
 

Membership 

How do I upgrade to an Executive Membership?
If you're a Costco member, you can upgrade to an Executive Membership by calling 1-800-220-6000, or by visiting your local Costco warehouse membership department. The Executive Membership fee will be prorated based upon the months remaining in your current membership. Your new membership card will be sent to you, along with a packet explaining the entire menu of business and personal services available in your state.

How do I renew my membership online?
Click on the Membership icon near the top of the home page.

Choose “Renew Costco Membership Online” from the choices provided on the membership page.

If you are not currently logged in to Costco.com, you will be directed to the Login page where you can enter your email address and password.

If you have not previously registered, please complete the New Registration section to continue.

When renewing your membership, please note that all cards on the membership (primary and spouse cards) will be renewed.

If you are renewing a Business or Executive Business Membership; please enter the amount (in US Dollars excluding tax) from your Costco membership renewal statement.

Please allow 24 hours to process and update your renewal.  You will receive a confirmation email upon completion of the renewal.

Click here to view an example.

How do I make changes to my existing membership?
If changes need to be made to your existing membership, please e-mail us at Costco.com Comments and Suggestions or call (800)774-2678 or visit your local warehouse.

Do my Costco.com purchases apply toward my 2% Executive Member Rebate?
As long as your Executive Membership number is added to you online account, purchases on Costco.com calculate the same way warehouse purchases do for the Executive Member Rebate.

What do I do, if I forgot to enter my Executive Membership # on my online order?
If you forgot to enter your Executive Membership # on your online order or, you entered it incorrectly, please contact our Customer Service Team at 1-800-955-2292 or via email at http://www.costco.com/contactus.

How do I order a Costco Membership?

Costco has three types of membership: Executive, Business and Gold Star. Executive Members earn a 2% Annual Reward on most Costco purchases and receive additional benefits on our member services.

Click here for a detailed description of each membership.

Order Information 


How do I place an order on Costco.com?

Click here for information on placing an order on Costco.com

How do I place an order for Business Delivery Products?

A. Delivery to commercial addresses in the greater Puget Sound, Los Angeles, San Diego, Phoenix, Las Vegas and San Francisco Bay areas.
B. Delivery to commercial addresses in all other U.S. areas and Puerto Rico
C. Delivery to residential addresses throughout the U.S. and Puerto Rico

Where is my order?

Your order is in one of four stages:

Can I track my order?

For orders where carrier tracking is available, you may:

1. Click on the "order status" button (at the top of the home page) and sign in by supplying your email address and password
2. Click "show order detail" on the order number you wish to track

For specific shipping time frame on the item you purchased, please refer to the product page of the item you ordered, or refer to the order confirmation email you received. You will find the estimated delivery time information directly below the product price summary.

How do I choose a Preferred Arrival Date?

To find out if an item you have selected has the Preferred Arrival Date feature enabled, please view the “Product Details” or “Shipping and Terms” tabs located on the item page:

Add the item to your cart and click the “Checkout” button.  You will then be provided with a list of items you have added to your shopping cart.   

Within the “Ship Method” column of your shopping cart details, you will find the option to “Select Arrival Date”.

When you click on the “Select Arrival Date” option, a small calendar icon will appear. Click here to view an example of this feature.

Click on the calendar to view the dates available for delivery of your selected item.

Select your Preferred Arrival Date and click the “Accept” button. 

Your item will be delivered on or before the Preferred Arrival Date selected.

Click “Continue Checkout” and proceed through order completion.

Can I add a Gift Message to my order?

The “Shipping & Terms” tab on the item page will indicate if the item you ordered has Gift Messaging capabilities. 

Once the item has been added to your cart, you will have an opportunity to enter a gift message at checkout.

How do I add a Gift Message to my order?

The “Shipping & Terms” tab on the item page will indicate if the item you ordered has Gift Messaging capabilities. 

Add the desired item to your cart and proceed to checkout.

On the “Shopping Cart” page, a gift box icon appears to the right of the items that have Gift Messaging capabilities.  You will be able to input your message later in the checkout process.

Click “Continue Checkout” and you will be directed to the Shipping Address page. 

On this page, you will see a gift box labeled “Add / Edit Gift Message” to the right of the Shipping Address fields. Click here to view an example of this feature.

Click on the “Add / Edit Gift Message” button to add a message to your order.

Enter the recipient's first and last name and the desired message you want to send. 

Click the “Continue Checkout” button and continue on to the “Payment Page”.

You will have the opportunity to “Edit” your gift message at the final “Review” page prior to completing your purchase.

If I forgot to add a gift message, can I add it after the order is placed?

We are unable to add a gift message to an existing order. The gift message must be added at the time of purchase.

If you purchased an item that offers gift messaging but forgot to add a message, we can have one sent. However, it will be sent via US Postal Service and may not arrive at the same time as your order.

If you would like us to send a gift message by US mail please contact customer service at 1-800-955-2292.

How do I return an item?

Costco.com offers convenient returns at any one of our Costco warehouses worldwide. To expedite the return process, please have your order confirmation email with you. 

For an immediate refund (including shipping and handling), simply return your purchase at any one of our Costco warehouses worldwide. If you are unable to return your order at one of our warehouses, please contact us at customer service or call our customer service center at 1-800-955-2292 for assistance. To expedite the processing of your return, please reference your order number.

If you request an item be picked up for return, the item must be packaged and available for pick up in the same manner as it was delivered.

If your order was delivered curb side, it will need to be available for curb side pick up. If the item arrived to you in a box, it will need to be in a box at the time of pick up.

We guarantee your satisfaction on every product we sell with a full refund. The following must be returned within 90 days of purchase for a refund: televisions, projectors, computers, cameras, camcorders, iPOD / MP3 players and cellular phones.

Can I cancel my order?

We will make every effort to cancel your order if it has not shipped.

• Please contact us within one hour of placing your order at 1-800-955-2292.
• Our Customer Service hours of operation are Monday through Friday from 5 a.m. to 6 p.m. and
  Saturday & Sunday from 8 a.m. to 5 p.m. Pacific Standard Time.
• We cannot cancel an order that has already been shipped.

Why was my order cancelled?

You may receive a cancellation notice for one of the following reasons:

• Shipping to PO boxes, APO / FPO boxes, freight forwarders or an unverified address. 
   
• Mis-keyed Information: An order cancellation may occur if any of the following information was mis-keyed.
  • Incorrect credit card information (must be entered exactly as it is on your credit card billing statements)
  • Incorrect billing information
  • The credit card number originally entered on your order is no longer valid  
  • Invalid city, state, zip code combination.
     
• Declined Credit Card: When you place an order, Costco.com electronically requests an approval from your credit card company in an attempt to authorize your purchase. If your credit card company declines the authorization, your order will be cancelled.

A declined authorization may occur for one of the following reasons:

• You have exceeded the limit on your credit card
• You have exceeded a daily purchase limit set by your bank
• Your bank needs to verify additional information with you for security purposes

Please contact your banking institution directly for more information about the decline.

Verify the credit card number and expiration date used on your order was keyed correctly. (If you store a default credit card in your Costco.com account, you may verify and update this information by selecting the my account link on the top navigation bar. If all information is correct, please contact your bank directly for further information concerning the cause of the decline.)

• Out of inventory. In the event there is not enough inventory of an item to complete your order (or if an item is no longer available), you will receive an email prior to the cancellation to notify you that the item is out of stock.

For further information, please review our Terms and Conditions.

Once an order is cancelled in our system, we are unable to reinstate it. Please verify that the information you provided is correct and update where necessary, then place a new order.

Why didn't I receive an email confirmation of my order?

The email address provided with your order may have been misspelled or invalid. You may need to add order-confirm@Costco.com ; ship-confirm@Costco.com ; and orderstatus@Costco.com to your accepted list of email addresses.

Verify that your firewall or spam filter will allow correspondence from order-confirm@Costco.com ; ship-confirm@Costco.com ; and orderstatus@Costco.com.

I cannot find my order in order status

An order takes approximately one to two hours to appear in "order status" after the transaction is completed. If you are not able to find your order in "order status," it is possible that the order was not completed on the website. At the end of your completed online order, the last page will show your order confirmation number and a confirmation of your order is sent to you via email. 

What forms of payment does Costco.com accept?

Costco.com accepts the following credit cards:

• American Express (the preferred credit card of Costco.com)
  To apply for the Costco American Express Credit Card, click here
• Visa
• Master Card
• Discover Card
• Costco Credit Card
• Online Gift Certificates
• Costco Cash Card
• Bill Me Later

Can I use my 2% Executive Reward Check as a form of payment online at Costco.com?

Executive Reward Checks are not accepted as a form of payment online at Costco.com. You may however, use your Reward Check to purchase a Costco Cash Card at your local warehouse. This cash card may then be used to pay for an order online at Costco.com. Click here for the Terms and Conditions of use for the 2% Executive Reward Check.

Can I use my American Express Cash Back Rebate check as a form of payment online at Costco.com?

American Express Cash Back Rebate checks are not accepted as a form of payment online at Costco.com. You may however, use your Cash Back Rebate check to purchase a Costco Cash Card at your local warehouse. This cash card may then be used to pay for an order online at Costco.com. Click here for the Terms and Conditions of use for the American Express Cash Back Rebate.

What is the Card Identification Number?

This is an authentication procedure established by credit card companies to help protect you from Internet fraud. The code helps determine that the credit/debit card is legitimate and that customer placing the order actually has the credit/debit card in their possession.

This security number will be verified by your bank at the time of your order and will not be stored within your online account. For your safety and security, our checkout process requires that you enter your card's verification number. For questions concerning your right to privacy please refer to the Costco Privacy Statement.

The verification number is a 3 or 4 digit number printed on either the back or front of your card.

Visa, MasterCard and Discover: The Card Verification Number is the last 3 digits after the credit card number on the back of the card in the signature area.

American Express: The AMEX Card Verification Number is printed on the front of the card, above and to the right of the embossed card number

What if my card is not one of those listed above? Card Verification Numbers are currently supported only by Visa, MasterCard, American Express and Discover.

When is my credit card charged?

Your credit card will be charged once the item has shipped. When more than one item is requested on your order, Costco.com will charge your card for each item as it ships. Since ship times vary by item, your credit card statement may reflect individual charges for each item as they are shipped.

Prior to charging your credit card, an authorization will occur for the amount of your order. The authorization process will validate the credit card number, status, available credit line and billing information to ensure that it matches exactly what the bank or credit card company has on file. Your bank may attempt to contact you for additional information prior to authorizing the sale amount.

Once an authorization is received you may notice a decrease in your available credit line. Your bank may hold this dollar amount for a specified amount of time, depending upon your banks policy. When using a debit card, the full amount of the order will be deducted from your available balance upon authorization. We recommend contacting your bank or credit card company to learn about their authorization policies.

Why was I charged a Non-Member Surcharge at checkout?

Costco members need to enter their membership number during the registration process in the My Account section. Non-members will be charged a 5% surcharge over the member's posted product prices (except for prescription drugs and gift certificates). If you are not a member, we encourage you to join. For more membership information, click here.

If you are a member, please click on My Account to enter your membership number and update your account information prior to completing your purchase. The 5% surcharge will be removed if your account is updated prior to order completion.

If you are not yet a member, you will have the opportunity to add a membership to your shopping cart at the checkout page. The 5% surcharge will be removed if a membership is added prior to order completion.

Can I request a copy of my receipt?

1. Click on the "order status" button (at the top of the home page) and sign in by supplying your email address and password.
2. Click on the order number you need a duplicate receipt for.
3. Locate the "Click to Print" button just above your billing information.

Can I get a history of orders I've placed on Costco.com?

Click on the "order status" button (at the top of the home page) and sign in by supplying your email address and password.

*Note: Order history will only show orders placed within the last 6 months.

Does Costco.com guarantee my satisfaction?

On Membership:   We will refund your membership fee in full at any time if you are dissatisfied.

On Merchandise:  We guarantee your satisfaction on every product we sell with a full refund. Product-specific limitations apply. Please click here for a list of exceptions.

Shipping  

How long will it take to get my order?

• Every product on Costco.com has an estimated time of delivery. You will find this estimated shipping information at the bottom of each product page. 
• If you have already placed your order, you will find estimated shipping information on your order confirmation receipt email (directly below the product price and line total) and at the bottom of each product page
• We cannot make changes to the ship to address once an order has been placed.
• Once a product is released to the delivery agent, you will receive a shipping confirmation with updated tracking information (if available) including an estimated date of delivery.

Can I ship to a local Costco warehouse to avoid shipping charges?

With the exception of tires, all orders must be shipped to your home or business address.

Does Costco.com ship to P.O. Boxes?

We do not currently deliver to PO boxes, APO (military) boxes, FPO (foreign) boxes, freight forwarders or a few limited geographic areas within the U.S.

Does Costco.com ship to APO / FPO addresses?

We do not currently ship to APO / FPO addresses.

If you need to enter an APO / FPO address in your "bill to" information to match the address on your credit card statement, please do so in the following manner:

Address Field 1: Army, Navy and Marines enter Unit Number and Box number; for Ships, enter Ship Name and Hull Number;
for Air Force, enter PSC Number and Box Number.

Address Field 2: You can enter optional military command or organization name.

City: Enter APO or FPO.

State: Select one of the following from the drop-down box:
AE - Armed Forces Europe, Middle East, Africa and Canada
AA - Armed Forces Americas
AP - Armed Forces Pacific

Zip: Enter the 5-digit ZIP code for the military unit.

*Costco.com does not ship to APO / FPO boxes at this time.

Does Costco.com ship products to Alaska, Hawaii or Puerto Rico?

Many items on Costco.com are available for delivery to Alaska, Hawaii and Puerto Rico. For products that can be shipped to these locations, an additional shipping and handling fee will be incurred which will be quoted to you at the time of checkout.

Not all products sold on Costco.com can be shipped to Alaska, Hawaii or Puerto Rico due to shipping limitations. Please review the product page to see if shipping is available for a specific item.

Does Costco.com ship outside of the U.S.?

Currently, Costco.com offers shipping in the United States only and to Canada through our website located at costco.ca. We plan to expand service to more areas in the future.

Can I ship to multiple addresses on one order?

Yes, you can ship several items to more than one address. Just select the "Ship to Multiple Addresses" button on the "shipping" page of checkout.

How do I ship to multiple addresses?

1. If you are sending merchandise to multiple ship-to addresses, please begin by entering the list of ship-to addresses into your "Address Book" located in "My Account." This information will be updated automatically and stored in your personal address book for future purchases. Your address book can store and maintain up to 99 names and addresses.
2. Add the item(s) you wish to order to your cart and proceed to checkout.
3. Click on the "Ship to Multiple Addresses" button near the top of the shipping address information page of the check-out process.
4. The items you have in your cart will be listed individually with the ability to choose a ship-to address one line item at a time.
5. You will also have the opportunity to add a customized "Gift Message" to each item with gift message capability at this point in the check-out process.

What shipping methods does Costco.com use?

Costco.com provides various shipping methods. Refer to each product page for a description of the standard shipping method that is available for that particular item.

• Standard and Express Delivery
  Most merchandise can be delivered by package carriers such as UPS (United Parcel Service), Federal Express,
  or USPS (United States Postal Service). These carriers deliver your merchandise directly to your door.
• Large-item Delivery
  Contracted freight carriers deliver merchandise that is too large or too heavy to ship via package carriers. Contracted freight carriers telephone you when your merchandise arrives at their terminal to set up a delivery appointment. They provide curbside delivery, but they are not responsible for bringing the merchandise into your home, uncrating, installing or removing packing materials.
• White-glove Delivery
  Our White Glove carriers deliver merchandise that requires special handling or setup. They will unpack, inspect, and set up your merchandise in the room of your choice. They will remove all packaging materials.

When will my UPS shipment arrive?

UPS packages cannot be scheduled to arrive at a specific time of day. UPS Ground and UPS Standard packages are delivered between 9:00 a.m. and 7:00 p.m., Monday through Friday.  Delivery hours may be extended during peak holiday times.

If UPS attempts to deliver an order and there is no one home, the driver may do a Driver Release and leave the shipment for you.  It is up to the discretion of the driver to leave it at the door or not. If the driver does not leave the order, then they will leave an InfoNotice.

On the InfoNotice, you will find instructions on rescheduling your delivery, having your shipment delivered to a different address, or arranging to pick up your shipment at a UPS location. 

UPS will make 3 attempts to deliver the package.  If they are unsuccessful after 3 attempts, the package will be returned to the shipper.

If a signature is required on a package, or the UPS driver is otherwise unable to Driver Release
a package, it may be delivered to a neighboring address. UPS will obtain a signature from the neighbor when completing an indirect delivery.  Otherwise, they will leave an InfoNotice.

Up-to-date information about the status of your shipment is available at ups.com.  Click here to go to the UPS website.

Does Costco have an Export Sales division?

Costco does have an Export Sales division. Further information regarding export sales can be found here.

Why do some items say, "Extraordinary delivery requirements may necessitate an additional delivery fee to the carrier"?

The following examples of possible circumstances that could prompt additional charges:

• Additional stairs over 2 flights
• Delivery outside of standard M-F 4-hour window
• Delivery location requires use of equipment other than delivery agent's standard mode of delivery

Product Reviews

What are product reviews?

Product reviews offer customers a platform to provide feedback about merchandise being offered on Costco.com. You are given the opportunity to share your personal experience with the product. In addition, each product review provides an overall rating based upon a 1 to 5 star rating system with 5 being the most favorable. You may also find the product reviews helpful in determining which product best suits your needs, based upon reviews posted by other consumers who have previously purchased the product.

How do I submit a product review?

Use the search field to enter an item number, brand name, model # or keyword, to find the item you wish to write the review for. Click on the “Product Reviews” tab just below the product image on the item page. Click on the “Review this product” link. If the item has not yet been reviewed, you will be offered the opportunity to “Be the first to write a review.” You will then be directed to the Login Page. If you have not previously registered on Costco.com, you will need to complete the “New Registration” section prior to completing the review.

There are 7 steps within the review process:

1. Provide an overall product rating based on a scale of 1 to 5 stars, with 1 being the least favorable and 5 being the most favorable rating.
2. Indicate whether or not you would recommend this product to a friend.
3. Create a “Nickname” for yourself. This will be the nickname shown on all your future reviews. Please do not use your real name.
4. Give your review a “Title.”
5. Share your opinion with a detailed review. Focus on the product and your individual experience using it.Provide details about why you liked or disliked the product.
6. Enter any pro's or con's you experienced with regard to the product you're reviewing.
7. Tell us your geographic location IE: New York, NY

At the end of the review process, we ask you to “Tell Us What You Think About Costco.com”. This feedback will not appear as part of the product review on our site, but will be used to improve the products and services Costco.com offers you.

Reviews may take up to 72 hours to appear following submission.

How do I find product reviews for a particular item I'm interested in?

Use the search field to enter an item number, brand name, model # or keyword, to find the item that you wish to research. If the item has been reviewed by other consumers, you will see the average number of stars assigned, followed by the number of reviews submitted. Click on the “Product Reviews” tab. The “Product Reviews” page will display the overall rating, followed by the reviews that have been posted for this product. Following the posted reviews, you will see the question “Was this review helpful to you?” Costco.com would appreciate your letting us know with a simple yes or no. At this point, you will also see a link to report any review content you feel may be inappropriate.

Why can't I find a product review that I submitted?

Product reviews submitted on Costco.com will be screened prior to posting, to insure they comply with our Terms and Conditions of Use. For complete details, please click here. Approved ratings & reviews are posted to the site within 72 hours.