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  • Customer Service

    Welcome to Costco.com Customer Service. How can we help you?

    Orders

    How do I add a new Shipping address during checkout

    On the Shipping page at checkout, you will have the option to ship items to a single address or multiple addresses.

    You can choose a shipping address from the drop down box or select "New Address" to create a new entry. The ship to name(s) listed in the drop down box are the "Nicknames" you have assigned to each address in your Address Book.

    If you choose to ship to Multiple Addresses, each item will have a Shipping Address box to the right of the item description. The ship to name(s) listed in the drop down box are the "Nicknames" you have assigned to each address in your Address Book.

    You can choose a shipping address from the drop down box or select "New Address" to create a new entry.

    To add a New Address, complete the *Required fields in the Ship to a New Address box. The Nickname you assign to a new entry must be different from any other Nickname you have stored in your Address Book. This includes both shipping and billing address Nicknames.

    How do I add a new Billing or Shipping address prior to adding items to your cart?

    In the My Account section, locate My Address Book.

    Enter a Nickname. The Nickname you assign to a new entry must be different from any other Nickname you have stored in your Address Book. This includes both shipping and billing address Nicknames.

    Select the Address Type, either Billing or Shipping for this entry.

    Fill in the name, address, phone and email information and click Save Address.

    How do I check the status of my order?

    You will need to log in to the My Account section to check your order status. Order status definitions are as follows:


    Order Received Your order has been received and will be sent to the proper fulfillment provider after it has been processed.
    Cancelled Your order has been cancelled.
    Shipped Your order has left the fulfillment center and is in transit or has been delivered.
    Partially Shipped One or more of the items in the order is in transit or delivered.
    Delivery Delayed The delivery of your order has been delayed.
    Partially Delayed One or more of the items in your order has been delayed while in transit.
    Delivered The order you placed has arrived at its destination.
    Partially Delivered One or more of the items in your order has arrived at its destination.

    An e-mail message is sent to you when your order ships. The e-mail will include instructions explaining how you can track the shipment of your order online. If applicable, this e-mail includes the names of the delivery carrier, a shipment tracking number and the delivery carrier's internet address, where the shipment can be tracked.

    If, after the appropriate processing time has elapsed, you have not received an e-mail confirming the shipment of your merchandise, please contact us at customer service. We will make every effort to respond to your e-mail by the next business day.

    I cannot find my order in order status.

    An order takes approximately one hour 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.

    Can I track my order?

    For orders where carrier tracking is available, you can:

    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 wish to track.
    3. Look for the "Track" link located under the Shipping Status heading.

    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.

    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.

    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 "Shipping and Terms" tab located on the item page:

    • Add the item to your cart and click the "Cart" button. You will then be provided with a list of items you have added to your shopping cart.
    • Click on "Proceed to Checkout"
    • Select the desired "Ship To" address
    • Under the "Delivery Options" column of the "Delivery Options & Gift Message" page, you will find the "Preferred Delivery Date" option (if available).
    • When you click on the "Preferred Delivery Date", a small calendar icon will appear.
    • Click on the calendar to view the dates available for delivery of your selected item.
    • Select your Preferred Delivery Date.
    • Click "Continue to Payment" and proceed through order completion.

    How to choose a preferred arrival date

    Gift Message

    Can I add a Gift Message to my order?

    The "Product Details" and "Shipping & Terms" tabs 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 on the "Delivery Options & Gift Messages" pages of checkout.

    How do I add a Gift Message to my order?

    The "Product Details" and "Shipping & Terms" tabs on the item page will indicate if the item you ordered has Gift Messaging capabilities.

    • Add the desired item to your cart and click on the "Cart" button.
    • Click on "Proceed to Checkout"
    • Select the desired "Ship To" address
    • On the "Delivery Options & Gift Messages" page, an "Add Gift Message" link will be located just below the item description of items that have Gift Messaging capabilities.
    • Click on the "Add Gift Message" link to add a message to your order.
    • Enter the recipient's first and last name, your name and the desired message you want to send.
    • Click the "Save Gift Message" button.

    How to add a gift message to your order

    How to add a gift message to your order

    Can I cancel my order?

    We will make every attempt to stop the processing of your online order. However, Costco.com processes your orders electronically. Your order may be in process soon after you press "Complete Purchase".

    Please contact us as soon as possible at 1-800-955-2292. Our Customer Service hours of operation are Monday through Friday from 4:00 a.m. to 9:00 p.m. and Saturday & Sunday from 5:00 a.m. to 8:00 p.m. After hours, please contact us via email at customer service.

    We will submit a cancellation request directly to our vendor who is responsible for shipping your order. If the cancellation is successful, you will receive an email within two business days confirming the cancellation.

    If we are unable to complete the cancellation of your Costco.com order and it does ship:

    • You will receive a "Shipping Confirmation" email that will include your order tracking details.
    • We will also request to Intercept the package and have it returned to the sender.
    • Please monitor your tracking to view the Intercept status.
    If the Intercept is Successful:
    • You should receive credit within approximately 3-5 business days from the intercept completion.
    If the Intercept is Unsuccessful:
    • You may either refuse delivery of the package or return it for a full refund, including any shipping and handling fees.

    Can I change my order?

    Changes cannot be made to an order once you press Complete Purchase; cancellation of the order may be required.

    Why was my order cancelled?

    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.)

    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.

    What forms of payment does Costco.com accept?

    Costco.com accepts the following forms of payment:

    • American Express (the preferred Credit Card of Costco.com)
      Apply for the TrueEarnings® Card from Costco and American Express.
    • Visa
    • Master Card
    • Discover Card
    • Costco Credit Card
    • Costco Cash Card

    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. 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?

    Back to top

    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. 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). If you are not a member, we encourage you to join: Membership information.

    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 "Print" button near the top right side of the page.

    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.

    Select an Order Status Range and click "Go."

    You may review your orders for the past 3 years. Please contact Customer Services for order history beyond 3 years.

    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. Electronics Return Policy.