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BJ’s Help — FAQs

Here is a list of the most frequently asked questions about BJ’s and BJ’s Membership.

Please use the index below to search your topic.


General Shopping Information> Shipping and Delivery> Order Status and Tracking>
Returns and Cancellations> Browser Support Issues>  

General Shopping Information

Who can shop on BJs.com?
BJ’s Wholesale Club, Inc. is a membership club that offers everyday low prices on a wide variety of merchandise through our Clubs and through BJs.com. Because our Members pay an annual Membership fee to access this exclusive low pricing, only Members may shop online with us. If you are not a Member and wish to become one, you can join online now.

Do I need my Membership Card to shop online at bjs.com?
No, but you will need your Membership Number in order to log into your bjs.com shopping account. You must be logged in to add products to your Shopping Cart.

Do my online purchases count towards my BJ’s Rewards® Payback amount?
Yes. Online purchases on BJ’s web sites, www.bjs.com and shop.bjs.com count toward your 2% Payback* amount. However, Rewards 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 Reward redeemable 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 online or at the Member Services Desk in-Club for full details.

Can I use my manufacturers’ coupons online?
Not at this time. bjs.com is not currently set up to accept manufacturers’ coupons. However, you are welcome to use all of your manufacturers’ coupons while shopping in our Clubs, even the ones in your Sunday paper and special BJ’s Member-only coupons.

Are online orders eligible for tax-free status during state sales tax holidays?
Yes. 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. To receive a refund for sales tax charged on online purchases during a sales tax holiday, please follow this procedure:

How do I file a sales tax exemption claim for online purchases?
To file a claim for sales tax exemption for your BJs.com purchase, see BJs.com Shopping Policies.

How do I use your "Search" feature?
Here are some tips that will make your search easier:

Use more than one word: Using more than one word helps narrow down the search criteria. For example, if you’re looking for diamond earrings, entering "diamond earrings" will deliver more relevant results than just "diamond."

Be specific: Use specific words, as opposed to general ones. For example, a search for "Kodak" will return more targeted results than a search for "digital camera."

Use the keyword “not:” Enter the reserved word "not" (without the quotes) to designate a word that must not be contained in your search results. Leave a space between the reserved word "not" and the designated word. Place the reserved word "not" (again, without the quotes) at the end of the search words as well.

Try an Advanced Search: You do not need to fill in all fields. It is often useful to start with a fairly broad search and then narrow down, if necessary. Start an Advanced Search now.

Search tips: If your search is returning incorrect or no results, try the following:

I’m searching for an item I’ve seen in-Club and can’t find it. Why?
Because BJ’s online merchandise selection is carefully chosen to complement our Club assortment, the product you are looking for may not be available on BJs.com. The item may also be out of stock. Out-of-stock merchandise will not be visible within your search results. Check back soon to see if the item has become available.

How do I place an order on BJs.com?
You can place an order on BJs.com by following these simple steps. (Please note that you must be a Member to shop on BJs.com. If you are not a Member and wish to become one, you can join online now.)

  1. Browse BJs.com for the item(s) you wish to purchase.
  2. Click "Add to Cart" to select an item for purchase. You will be prompted to log in.
  3. Log in using your Membership Number and password. If you do not yet have a password, create an Online Profile.
  4. To change the quantity of an item in your Cart, enter the desired amount and click the "Update" link. To remove an item, click the "Remove" link.
  5. Click "Continue Shopping" to add more products to your Cart or "Proceed to Checkout" to purchase the items in your Cart.
  6. Enter Shipping Address and then click "Continue."
  7. Enter payment information and confirm email address. Enter Billing Information only if different from chosen Shipping Address.* Click "Continue."
  8. Review your order on the "Final Order Review" page.
  9. To change shipping methods, click the "Shipping" link located on the Order Review Page. (Please note: If you are not offered the option of changing your shipping method, only one method is available for that item. Only those shipping methods which are available will be displayed.)
  10. Click "Place Your Order" just once to complete your order. Do not click more than once, as this may result in a duplicate order.
  11. Print the "Checkout" page for your records.
  12. Review your order confirmation email when it arrives to make sure that it matches your final "Checkout" page. If it doesn’t, follow the directions on the email.

*Billing Information must match billing statement for your chosen credit card or there may be a delay in processing your order or a failure to complete your order request.

What forms of payment do you accept on bjs.com?
We accept the following major credit cards: Visa®, BJ’s Visa®, MasterCard®, American Express® and Discover® Network. We also accept debit cards if they carry the Visa or MasterCard logo.

I’m checking out and I’ve been asked for my "Card Verification Number." What is this?
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 number is not embossed on the card and hence not printed on receipts or billing statements, making it difficult for anyone other than the cardholder to know what the code is.

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.

When will my credit card be charged?
You card is changed when your order ships. Upon acceptance of your order, your credit card will be authorized for the full order amount but not charged. Once shipment is confirmed, your credit card will be charged for only the shipped items including any prorated amounts for shipping and handling charges and any applicable taxes.

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Shipping and Delivery

Why can’t I locate a shipping cost chart on your site?
In order to provide you with the highest level of service, your items may ship from multiple locations. For this reason, shipping rates are calculated after you place items in your shopping cart.

Why can’t I ship to countries outside of the U.S.?
At this time, many items on bjs.com require shipping by carriers that cannot support delivery outside the United States. We suggest that our Members who live outside of the U.S. send their orders to a friend or family member who has an address within the U.S.

How long does it take you to ship an item?
We make every effort to ship product the same day that it is ordered. Each order must go through a credit approval process before it is sent to the warehouse where it will be shipping from. Each warehouse has cutoff times that vary by location. Orders that arrive at the shipping warehouse after the cutoff time will typically ship the next business day. However, it is always best to check the estimated shipping time listed for an individual item.

What do the quoted shipping timeframes on your site mean?
The quoted timeframes are general estimates of how long it will take an item to be packaged and shipped once an order is processed.

The following breakdown may make our shipping process easier to understand.

Ships within 24 hours: Item is in stock and will generally ship on the day the order is placed if it is a business day. However, orders received after 2:00 P.M. (ET) typically ship the following business day. Please note: Orders placed on Friday after 2:00 P.M. or on weekends will ship on the next business day.

Ships in 1 – 2 Days: Item is in stock and will generally ship within 1 – 2 business days after order placement. Items placed before 2:00 P.M. (ET) 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 anytime within the first 5 business days.

How do you calculate estimated shipping times?
We do our best to accurately estimate when items will ship from our facilities and when they will be delivered to their destination. Estimated shipping timeframes are based on several factors, including your destination address, how quickly we can package the items for shipment and what shipping method you have selected.

What shipping companies do you use?
We use several different carriers to minimize shipping cost when shipping from multiple locations, including such top carriers as the United States Postal Service®, UPS®, FedEx Express® and DHL Worldwide Express®.

At what point in the order process do I choose my method of shipping?
Shipping methods are chosen on the "Final Order Review" page. "US Postal Priority" is generally the default shipping method. To view other options, click the "Change" button. All shipping methods are not available for all items. If a certain shipping method is not displayed, it is not available for that item.

Can I change my method of shipment after I place my order?
No. Please review your shipping options carefully — once orders are submitted, you may not change your chosen shipping method.

What methods of shipment can I choose from?
On most items, you may choose from the list below. Please be aware that not all shipping methods are available for all items.* By clicking on the "Change" button in the "Shipping Methods" area of the "Final Order Review" page, you will be able to see a list of available options. If a certain shipping method is not displayed, it is not available for that item.

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 timeframe. 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.

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 like carrier. Priority Overnight is not available for all items.

*Shipping method availability information is always approximate and may be based on information provided to us by manufacturers and Vendor Partners.

What are the delivery timeframes for the different shipping methods?
Your estimated date of delivery is based on the shipping timeframe quoted on the site plus the estimated delivery timeframe for each item. If multiple items are ordered, they may ship from different locations. Therefore, items may arrive in separate packages at different times even if they ship on the same date.

Ground Shipping may include delivery via Priority Mail® or United States Postal Service®. Orders placed via these shipping options are not guaranteed to be delivered within a certain timeframe and may take up to 10 business days — in addition to the shipping timeframe quoted on the site — to arrive. Weekend delivery is not available.

3rd Day Air takes approximately 3 business days — in addition to the shipping timeframe quoted on the site — to arrive. Weekend delivery is not available.

2nd Day Air takes approximately 2 business days — in addition to the shipping timeframe quoted on the site — to arrive. Weekend delivery is not available.

Overnight takes approximately 24 hours — in addition to the shipping timeframe quoted on the site — to arrive. Weekend delivery is not available. Items shipped on Friday should arrive on the following Monday.

Priority Overnight takes approximately 24 hours — in addition to the shipping timeframe quoted on the site — to arrive. Saturday delivery is available.

What is Over-the-Threshold Delivery?
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 set-up, 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 will occur within 14 days of order. Delivery appointments are available Monday – Friday, 8:00 A.M. – 5:00 P.M. ET.

Do you provide "white-glove" delivery?
Our white-glove carriers deliver merchandise that requires special handling. White-glove service generally includes unpacking, inspecting, removal/disposal of packing materials, transporting your order up or down a maximum of two flights of stairs and setting up merchandise in the room of your choice.

Please refer to the product detail page for specific information regarding white-glove delivery.

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Order Status and Tracking

How do I find out the status of my order?
You can check the status of your order by clicking on the "My Account" link at the bottom of any page. There you can view recent orders. By clicking on an order, you can view a detailed list that shows the individual items on your order along with their status.

An "Open" designation indicates that your order has gone to our Vendor Partner 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.

My order has shipped. How can I track it?
To track a shipped package, click on the "Track an Order" link at the bottom of each page. If a tracking number is available, it will be displayed in the detailed view for your order along with a direct link to the shipping company.

If a tracking number is not available, or if the tracking number is not valid when you click on the shipping company link, please fill out a Member Care Contact Form. A BJ’s Member Care Representative will be happy to assist you by determining the status of your order and providing tracking updates (when available from our Vendor Partner).

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Returns and Cancellations

How do I return an item bought online?
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 for special return conditions that may apply to your item.

A Return Authorization Number (RA#) must accompany all returns. Returns will not be accepted without an RA#. To request an RA#, click on the "Return an Item" link at the bottom of any page. Click on the appropriate order number to process your return request. Specific return instructions for your item will be provided via email after your return request is processed. RA#(s) expire 10 days after date of issue. Items returned after this timeframe will not be accepted.

Please note that returning items may change or void discounts. Allow up to 2 billing cycles for the return credit to appear on your credit card statement.

For more information on returning items bought online, contact BJ’s Member Care.

What conditions must be met for me to return an item?
Returned merchandise must be in new condition, with original packing and accessories intact or it may be subject to a restocking fee from our Vendor Partner.

If you are returning one of the following products, please check to make sure your return meets the conditions stated:

Non-returnable Items:

What is your online return policy for the 2007 holiday season?

For the convenience of our Members, we have extended our online return window to accommodate holiday gift purchases. Qualifying merchandise purchased on BJs.com between November 1, 2007 and December 24, 2007, can be returned no later than January 24, 2008.

Please ensure that returned merchandise is in new condition with its original packing and accessories intact or you may be charged a restocking fee.

Purchases made before November 1, 2007 and after December 24, 2007 will be subject to the regular terms of the BJs.com return policy.

Please note: holiday merchandise cannot be returned after January 24, 2008.

Are there any items that can’t be returned?

Yes. The following types of items can’t be returned unless defective or mis-shipped:

Please note: Health regulations and vendor agreements prevent us from accepting certain online merchandise for return.

*Non-returnable once delivery is accepted. See above for details.

Can I return an item purchased on BJs.com to my local Club?
Not at this time. To return an item purchased online, you must submit a Return Request by clicking on the "Return an Item" link at the bottom of any page and following the directions. Merchandise must be eligible for return in order for a Return Authorization to be issued. For more information, see the "Proper Conditions for Return and Credit" section of BJ’s Return Policy.Not at this time. To return an item purchased online, you must submit a Return Request by clicking on the "Return an Item" link at the bottom of any page and following the directions. Merchandise must be eligible for return in order for a Return Authorization to be issued. For more information, see the "Proper Conditions for Return and Credit" section of BJ’s Return Policy.

How do I replace an item that I’m returning?
If you would like to replace the item you have returned, please place a new order.

How do I cancel an item on an order?
To submit a Cancellation Request, click on the "My Account" link at the bottom of any page and follow the link for "Cancel items or Orders".

Please note that cancellation of item(s) may change or void discounts currently appearing on your order. Your credit card is not charged until an item ships. Canceled items will not be billed to your card.

I cancelled an item on my order and it was still shipped. Why?
Submitting a Cancellation Request does not guarantee that cancellation will occur, as items may already have gone to our Vendor Partner for shipment. Once orders have gone to the Vendor Partner for shipment, they cannot be changed or canceled.

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Browser Support Issues

Do I need to enable "cookies" to shop at bjs.com?
Yes. Cookies must be enabled to browse or shop on bjs.com. These are tiny text files that are installed on your system when you contact a web site (but they will not affect your computer system). For example, 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.

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:

Internet Explorer 5.5
  1. Select "View | Internet Options..." from the main menu.
  2. Pick the "Advanced" Option.
  3. Scroll through the list until you see an option for "cookies."
  4. Click on the button "always accept cookies."
  5. Click on the "apply" button at the bottom of your screen.
Internet Explorer 6.0
  1. Select "Tools | Internet Options..." from the main menu.
  2. Choose the "Privacy" tab.
  3. Click on the "Custom Level" bar on that page.
  4. Scroll down to the Cookies section and click on "enable."
  5. Click on "OK" at the bottom of the page.
Netscape Communicator 6.x
  1. Select "Edit | Preferences..." from the main menu.
  2. Select and Expand "Advanced."
  3. Select "Cookies."
  4. To enable: Select "Enable all cookies" or "Enable cookies for the originating web site only."
  5. Click "OK."

Why isn’t my browser compatible with bjs.com?
Ordering from bjs.com requires that you are using an SSL-compliant browser. SSL means Secure Socket Layer. Basically, you are shopping on a secure site. Unfortunately, some browsers behind company firewalls cannot support secure ordering.

We recommend the following browsers for best compatibility with our system: Netscape 4.5 or later or Microsoft’s Internet Explorer 5.5 or later. We also recommend that AOL users ensure an AOL browser of 5.0 or higher for PCs and Macs.

I was told that my order was declined because of a "foreign IP address" even though I live in the U.S. Why?
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, your order was declined.

As this issue is directly related to the Internet connection you are using, we recommend that you place the order again using a different computer and Internet connection.

If your question has not been answered, please Contact Us online or call 1-866-425-7932 Monday – Friday, 8:00 A.M. – 6:00 P.M. ET. and Saturday – Sunday, 9:00 A.M. – 6:00 P.M. ET.