BJ’s Help — FAQs
Here is a list of the most frequently asked questions about BJ’s and BJ’s Membership.
If you can’t find the answer to your question below, please contact BJ’s Member Care.
Please use the index below to search your topic.
Shopping as a Member
It’s easy for current Members to get started. Simply click on the “Sign In/Register” link located at the top of every BJs.com page, and select “Register Now.” On the next page, click the “Register Now” button next to “Already a BJ's Member?” You will be prompted to enter your Membership Number and other information.
Shopping as a Non-Member
If you are a non-member, you may shop as a guest or register with an online account. Registering will allow you to save items to your Wishlist, save shipping addresses to your Address Book, and manage your email preferences. To register, click on the “Sign In/Register” link located at the top of any BJs.com page, and click on “Register Now.” On the next page, click the “Register online” button to enter your contact information. Please be aware that all orders placed by non-members will be subject to a 5% non-member surcharge.
Placing an Order
You can place an order on BJs.com by following these simple steps:
*Due to card security protection, the billing information must match the billing address of your chosen credit card or there may be a delay in processing your order or a failure to complete your order request.
Online Shopping Cart
Using your shopping cart on BJs.com is easy. When you find a product that you’d like to purchase, simply click “Add to Cart.” This will add 1 unit of this product to your cart. To change quantities, simply enter the desired amount into the “Qty” field and click the “Update” button. To remove an item, click the “Remove” link. To continue shopping, select “Continue Shopping,” or to purchase, select “Check Out.”
Once you have clicked “Place Order” your order is completed— We regret that we are unable to accept any changes (address, items, etc.) at this time.
We accept the following major credit cards: Visa®, BJ’s Visa® Card, MasterCard® Card, American Express® and Discover® Network. We also accept debit cards if they carry the Visa® or MasterCard® logo.
BJs.com will not charge your card until your order has shipped; however, we may place a hold on funds prior to shipment. Please make certain that you have the funds available for the purchase amount prior to ordering to ensure order approval and quick shipping.
Please note that during checkout, you will be asked for your “Card Verification Number.” This is a number printed on your credit card. Card issuers refer to this number by various names, including “Card Verification Number,” “CID,” “Card Verification Value” (CVV), “Card Verification Code,” “CVV2,” “Personal Security Code” or “Security Code.” The Card Verification Number can be either 3 or 4 digits, depending upon your card type. On Visa®, BJ’s Visa®, MasterCard® and Discover® Network Cards, the Card Verification Number is a 3-digit number printed on the back of your card. It appears after and to the right of your card number as printed in the signature strip. On American Express® cards the Card Verification Number is a 4-digit number printed on the front of your card. It appears above your card number on the right side. For your safety and security, we require that you enter your Card Verification Number along with the rest of your payment information. If it is not available, please try using a different card.
BJ’s Rewards® Payback
Online purchases on BJs.com count toward your 2% Payback* amount if you are a current BJ's Rewards® Member and if you shop while signed in to BJs.com as a Member. However, Rewards Payback checks are only good toward purchases of qualifying in-Club merchandise. They cannot be used to make online purchases at BJs.com at this time.
*Payback takes the form of a BJ’s Rewards check redeemable solely toward the future purchase of qualifying merchandise at BJ’s Club locations. Certain restrictions apply. Certain BJ’s Rewards® offers effective for a limited time. Only purchases by Primary and Household/First Supplemental Cardholders are eligible for 2% Payback. Rewards are not valid toward online purchases at BJs.com. See BJ’s Rewards® Membership Privileges and Conditions or visit the Member Services Desk in-Club for full details.
BJs.com offers Instant Coupon items online for great savings on your favorite products. Instant Coupon savings are automatically calculated during the checkout of your order. Instant Coupons are offered for a limited time only or while supplies last. Please check the important date information on Instant Coupon products prior to order. Some restrictions may apply. Instant Coupon savings are available exclusively on BJs.com and cannot be used in-Club. Be sure to check BJs.com frequently, as our Instant Coupon savings change often.
Manufacturer Coupons Online
Although BJ’s accepts all manufacturers’ coupons in-Club, we regret that at this time we are unable to accept them online. However, Members can view current in-Club offers online and then print out coupons to use at any BJ’s location. Just sign in to your online account and click on the “In-Club Coupons” link in the sidebar at the left of the screen. Then print out Club coupons to use at any BJ’s location. If you do not yet have an online account, you can register by clicking on “Sign In/Register” at the top of any BJs.com page. Once you have registered, click on “Associate Membership #” at the top of the page to link your online account with your BJ’s Membership.
To find the products that you’re looking for on BJs.com, you can navigate through our easy-to-use dropdown menus, or enter a keyword(s) you’d like to search for in our search bar. To search using the search bar, please use the closest term to what you are looking for to get the most accurate results. For example, if you were looking for a Toshiba® television, including both “Toshiba” and “television” in your search will give you more accurate results than just “television.” You can search for a product in all categories, or if you would prefer to see results existing in one specific category, please select that category from the dropdown menu when you type in your search term.
Please note that BJ’s online merchandise selection is carefully chosen to complement our Club assortment and some products found in-Club may not be available for purchase on BJs.com and vice versa. Because we update our online selection frequently, we suggest that you check back often to see if the product you are looking for has become available online.
Sales Tax Policy
If your ship-to address is located in a state in which BJ’s has a Club location, BJs.com will calculates sales tax specific to that the state and add the calculated sales tax to the cost of your purchase on all taxable items. In some cases –— including state tax holidays and medically exempt products –— tax can be refunded. Any taxes imposed will be specified in your Cart prior to submitting your order. If you need further information, please contact BJ’s Member Care.
Filing Sales Tax Exemption Claims for Online Purchases
To file a claim for sales tax exemption for your BJs.com purchase, please send a copy of your state resale/tax exemption documentation, a copy of the Order Confirmation email from your purchase, and a copy of the sales tax exemption claim form. Fax this information to BJ’s Sales Tax department at 774-512-6093 or mail it to:
BJ’s Wholesale Club, Inc.
Attn: Sales and Use Tax Dept. Mail Rte. C2
25 Research Drive
Westborough, MA 01581
Our ability to refund the sales tax paid on your BJs.com purchase will be based on the ship-to state’s resale/tax exemption laws. If your purchase does not meet that state’s guidelines, we will not be able to refund the tax. However, if your purchase does qualify, a sales tax refund will be issued to the purchasing credit card 30 days after the order date.
State Sales Tax Holidays
Qualified online purchases made during the specified tax-free time period are eligible if the online purchases are shipped to an address within the state offering the sales tax holiday. Sales tax on online orders is determined by the ship-to state.
Initially, eligible online orders will be charged state sales tax at checkout. However, if your ship-to address is in a qualifying state, a sales tax refund will be issued to the purchasing credit card 30 days after the order date. Please allow up to 2 billing cycles for the sales tax refund credit to appear on your credit card statement.
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. BJs.com reserves the right to accept or decline your order for any reason at any time. BJs.com reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item.
All orders must be paid in U.S. dollars and we must obtain verification pre-approval on your credit card before an order will be processed. We may require additional verification or information before accepting any order. If additional information is necessary, we will contact you via email at the email address provided with your order. Shipping and delivery time frames quoted on the site will not begin until appropriate approval and verification of your order has been obtained.
Errors and Omissions
In the event a product is listed at an incorrect price as a result of a display or typographical error or an error in pricing information provided by our product suppliers, BJs.com shall have the right to refuse or cancel any orders placed for product(s) listed at the incorrect price. BJs.com shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, BJs.com shall promptly issue a credit to your credit card account in the amount of your original charge.
Please note: Refused or canceled items may change or void coupon discounts or refunds currently appearing on an order.
You can check the status of your order by clicking on the “Order Status” link at the top of any page. On this page you will have the option to view your order status, track your order, request a cancellation, remove an item in an order, or return an item.
A “Pending remote fulfillment” designation indicates that your order has gone to the corresponding BJ’s supplier or manufacturer for processing. Please allow 3 – 5 business days from your order date for the status of your order to update.If a “Shipped” status is showing, please note that orders containing more than 1 item may be shipped from different warehouses and, as a result, items may arrive in separate packages at different times even if they ship on the same date.
You can track your order by clicking on the “Order Status” link at the top of any page.
On your order detail page, if your order has shipped, a tracking number and the shipping method will be available. Please follow the link to the carrier’s site to track your package; or, using your tracking number, contact the carrier directly to track your order.
Please keep in mind that after your item ships, you will also receive an email from Member Care with your tracking information. You can then follow the link in your email to the carrier’s site and track your package or contact the carrier directly to track your order.
BJs.com uses several different shipping methods to best serve our Members. More than one shipping method is available for certain items. Please be aware that not all shipping methods are available for all items.* By clicking on the “Change” button in the “Shipping Methods” section of the “Final Order Review” page, you will be able to see a list of available shipping options. If a certain shipping method is not displayed, we regret that it is not available for that item.
* Shipping information is always approximate and may be based on information given to us by manufacturers and vendors.
Shipping Time Frames
Shipping time frames represent the amount of time it takes for the product you’ve ordered to go from the shipper to you. Please remember that your order needs to be processed and approved, which can take several days or longer, prior to shipping. We regret that at this time, we cannot guarantee a specific amount of time for processing and approval. Also note that the shipping/approval/processing time frame comprises business days, not weekends and holidays.
Standard Ground: Standard Ground includes delivery via U.S. Priority Mail®, United States Postal Service®, UPS® Ground and FedEx® Ground. Orders placed via these shipping options are not guaranteed to be delivered within a certain time frame. Standard Ground is generally the least expensive option.
Expedited Ground: Items upgraded to Expedited Ground will ship via UPS®, FedEx® Ground or a similar carrier. Expedited Ground is not available for all items.
2nd Day Air: Items upgraded to 2nd Day Air will ship via UPS®;, FedEx® Ground or a similar carrier. 2nd Day Air is not available for all items.
Overnight: Items upgraded to Overnight will ship via UPS®, FedEx® Ground or a similar carrier. Overnight shipping is not available for all items.
Priority Overnight: Items upgraded to Priority Overnight will ship via UPS®, FedEx® Ground or a similar carrier. Priority Overnight is not available for all items.
Shipping costs are calculated when you place your order, based on your location and the shipping origin of the items you have purchased. Your estimated shipping cost will always be as accurate as possible; however, we are unable to provide exact shipping costs until an order is placed.
Changing Shipping Methods
We regret that after an order has been placed, the shipping method cannot be changed. Please check your order carefully prior to submitting.
Shipping to P.O. Boxes, APO & FPO Addresses
We regret that we are unable to ship to P.O. boxes and AFO/FPO addresses at this time. We apologize for any inconvenience.
We regret that we are unable to ship to international locations at this time. We suggest that you contact a friend or relative within the continental United States to place this order for you.
Shipping to Alaska, Hawaii & Puerto Rico
We regret that due to shipping limitations, we are unable to ship to Alaska, Hawaii, or Puerto Rico at this time. We apologize for any inconvenience.
Shipping to Multiple Addresses
We regret that we are unable to ship to more than one shipping address at this time. We suggest that you place multiple orders for items that you would like shipped to more than one address.
Shipping to Clubs
We regret that due to system and space limitations, we are unable to ship BJs.com orders to BJ’s Clubs.
Each item has estimated shipping times listed within the product detail page. Many items will ship the same day that you order them, or within 24 hours.
Some items, especially larger items and special-order items, can take up to several weeks to ship. Please check the shipping time frame on the product detail page prior to ordering.
Each order must be approved by our Order Approval team, and credit authorization must be obtained before shipping can begin. In some cases, this approval may take several days.
You will always be notified via email when your product ships. Please calculate expected time of receipt from the date that you receive the shipping notification email.
Ships within 24 Hours: This means that the item is in stock and will generally ship on the day the order is placed, if it is a business day. Business days are Monday through Friday, excluding weekends and holidays. Orders received after 2 P.M. (E.T.) typically ship the following business day. Please note: Orders placed on Friday after 2 P.M. or on weekends will ship on the next business day.
Ships in 1 – 2 Days: This means that the item is in stock and will generally ship within 1 – 2 business days after order placement. Items placed before 2 P.M. (E.T.) may ship the same day. In some cases, the item may ship the following business day.
Ships in 2 – 5 Days: Item is in stock and will generally ship within the first 2 – 5 business days after order placement but may ship any time within the first 5 business days.
Shipping & Handling Included
“Shipping & Handling Included” means that the cost of shipping is incorporated into the purchase price of the item you are ordering. In some cases, if you decide to return an item with these costs included, certain price adjustments will be made in your return credit.
Unless otherwise stated, standard delivery for all items is curbside. The item is unable to be brought over the threshold by the carrier.
Over-the-threshold delivery is the only available delivery method for certain oversized items.
Items in this category must be shipped via a freight trucking company and will be unloaded and carried as far as the first available dry area in your apartment or home or to an exterior location of your choice. However, items will not be carried any further into your apartment or home than across the front threshold. Please note that setup, connection, assembly and removal of packaging materials is not included in this delivery service.
The charge for over-the-threshold delivery will vary according to type of product purchased and delivery address; exact charges will be specified during the checkout process. Over-the-threshold delivery is by appointment only and times available are Monday — Friday, 8 A.M. — 5 P.M. E.T. You will be contacted by the carrier to set up an appointment within 7 business days from date of shipping
White-glove delivery is available for certain products that are sold on BJs.com. Our white-glove carriers deliver merchandise that requires special handling. White-glove service generally includes unpacking, inspection, removal/disposal of packing materials, transporting your order up or down a maximum of 2 flights of stairs and setting up merchandise in the room of your choice.
Please refer to the product detail page of the ordered item for specific information regarding white-glove delivery.
Additional Fee Delivery
Occasionally our delivery agents will require an additional fee from you if you require additional services upon delivery. An example would be if your product was being delivered over the threshold and you required the delivery agent to bring your product up a flight of stairs.
To track your order, refer to the tracking number provided in your Shipment Confirmation email. Enter the tracking number on the Web site of the designated carrier. If you need assistance, please contact BJ’s Member Care and we will assist you.
We want you to be completely satisfied with your purchase. If you find that you need to return an item, please review the complete details of our Return Policy below to determine if any special return conditions apply.
Most items may be returned within 30 days after the ship date for a refund. If you would like to replace the item you have returned, please place a new order. While most items are returnable, they are subject to the following guidelines:
Proper Conditions for Return and Credit
Returned merchandise must be in new condition with its original packing and accessories intact. If you are returning a product listed below, please check to make sure your return meets the following conditions:
Please note: We regret that BJ’s cannot cover the cost of shipping for product returns.
Also please note: Products having service-center-only restrictions under manufacturer’s warranty which are not operating properly must be repaired according to the procedures/repair centers specified in the User Manual, and may not be returned to BJ’s.
If you have ordered one of these non-returnable items, please inspect the item carefully PRIOR TO SIGNING FOR IT. If the item is incorrect or damaged, refuse the delivery and you will receive a full refund. Once the item has been accepted it will be deemed to be correct and in good working condition. Any issues that arise after the item is signed for must be resolved through the manufacturer’s warranty.
Holiday Return Policy
Unless otherwise designated as “Non-Returnable Items,” all merchandise purchased on BJs.com between November 1 and December 24 can be returned no later than the following January 24. Returned merchandise must be in new condition with its original packing and accessories intact or it may be subject to a restocking fee. Valid Return Authorization Number required.
Merchandise purchased before or after the qualifying period described in the preceding paragraph or returned after January 24 will be subject to the regular BJs.com Return Policy as described in “Proper Conditions for Return and Credit.”
PLEASE NOTE: you will not be allowed to initiate a return beyond 30 days from your date of shipping.
Items eligible for return must be returned within 30 days from date of shipping. For more information, please see the “Proper Conditions for Return and Credit” section of BJ’s Return Policy.
We regret that we are unable to accept perishables, earrings, opened CDs, DVDs, computer software and video games, memory foam pillows, mattresses and toppers, items delivered via “White Glove” delivery methods, and personalized items for return at this time. For more information, please see the “Proper Conditions for Return and Credit” section of BJ’s Return Policy.
If a signature is required, please inspect your package carefully before signing for it. If after accepting the package you determine that there are damaged or defective parts, please contact BJ’s Member Care to provide details about the damaged order.
If you receive an incorrect product, please review your order information to be certain that there were no errors in the order process. If you then determine that you received an item you did not order, please initiate a return (see “Returning An Item” above for instructions) online and then re-order the correct product. If you have questions or need assistance in this process, please contact BJ’s Member Care.
In the event that your merchandise arrived with parts missing, please contact the supplier directly (supplier contact information will be provided on your packing slip) for replacements. If you are unable to reach the supplier, please contact BJ’s Member Care for assistance.
We regret that we cannot offer item-for-item exchanges or Club credits at this time. If you have questions or need assistance in this process, please contact BJ’s Member Care.
Returning Online Items in-Club
We regret that we are unable to accept items purchased online for return in your local Club at this time. We apologize for any inconvenience. If you wish to return an item purchased online, please initiate a return (see “Returning An Item” above for instructions). If you have questions or need assistance in this process, please contact BJ’s Member Care.
Return Shipping Costs
If you refuse your delivery without inspection, miss your delivery appointment(s) or return a non-defective or undamaged product, you will incur original shipping charges along with actual return shipping fees.
In the event that your retured merchandise was mis-shipped, damaged or defective, BJ’s Member Care team will be happy to reimburse you for return shipping costs or arrange to have your return picked up. Please contact BJ’s Member Care and we will be able to assist you.
When your return is received and processed, you will receive an email from Member Care letting you know the status of your return and when to expect your return credit. Please note, it may take up to 10 business days for your credit to be issued once your return is received. Also, please keep in mind that it can take up to 2 billing cycles for a credit to post to your account. If you have still not seen a credit post to your account after 2 billing cycles after your refund notification, please contact your financial institution.
If you have questions or need further assistance with your refund, please contact BJ’s Member Care. Please have your return tracking information ready to expedite service.
Cancelling an Order
We are committed to processing and shipping your order to you as quickly as possible. As a result, there is a limited period of time after placing your order when we are able to accept a cancellation request.
If you wish to cancel an item, you can follow these simple steps:
In the event we are unable to cancel your order because it has been processed or has already shipped, we will contact you via email to provide you with the shipping information.
If you feel your order was cancelled in error, please contact BJ’s Member Care. We apologize for any inconvenience. There are several reasons why an order may have been cancelled:
We regret that we cannot credit anyone other than the original credit card holder in the event of a return. If you have received an item as a gift, and you would like to return it, please contact BJ’s Member Care to have them arrange a return. We regret that we are unable to provide store credits for gift returns at this time.
BJ’s is making sure that you can shop in our online store without worrying about the safety of your credit card information.
The BJs.com Secure Shopper Guarantee protects you against unauthorized charges on your credit card. In the event of unauthorized use of your credit card, you must notify your credit card company in accordance with its reporting rules and procedures.
When you place an order on BJs.com your credit card number and personal information are encrypted. Encryption scrambles your credit card number and personal information. It stays scrambled while traveling over the Web and remains scrambled even while stored on BJs.com servers. For secure commerce transactions, BJs.com uses secure server software (Secure Socket Layer or SSL — the industry standard and among the best software available today).
A cookie is a small file that a Web server automatically sends to your computer when you browse certain Web sites. Cookies are stored as text files on your hard drive so servers can access them when you return to Web sites you’ve visited before.
As an example of what cookies do, you have probably noticed that when you visit some Web sites that require a membership, the site will recognize you and welcome you back by name each time you visit. This occurs because the site has left a cookie on your computer which remembers a portion of your membership information, such as your first name.
For an optimal browsing experience, BJs.com requires you to have cookies enabled. Your system may not be set to accept cookies. If you do not have cookies enabled, please complete the following steps to enable cookies on your Web browser. Look for your browser type in the list below:
To shop on BJs.com, you must be browsing with a SSL-compliant browser (SSL means secure socket layer). Unfortunately, some browsers behind company firewalls cannot support secure ordering.
We recommend the following browsers for best compatibility with our system: Microsoft® Windows® Internet Explorer® 6.0 or later, Firefox® 2.0 or later.
“Foreign IP Address” Order Declines
Members using a work Internet connection may encounter this issue. Corporate Internet feeds, especially in the case of multinational businesses, usually involve the use of “foreign” IP addresses. This gives the appearance that the user is located outside the United States. Because we cannot handle international orders at this time, these orders will be declined.
As this issue is directly related to the Internet connection being used, we recommend that users who have been declined try placing the order again using a different computer and Internet connection.
Please check to make sure that your login credentials are correct. If you have forgotten your password, please select the “Forgot Your Password” link on the login page and follow the prompts to retrieve your password. You can also access your password using your secret question. If you continue to have problems logging in, please contact BJ’s Member Care.