Help / FAQ

Contacting us

Your opinions, questions, and feedback are important to us. Please feel free to contact us by selecting the appropriate e-mail address below.

Overstock.com products productinfo@overstock.com
Shipping, orders and delivery shippinginfo@overstock.com
Your Overstock.com account accountinfo@overstock.com
Returns returninfo@overstock.com
Coupons, gift certificates, special discounts, placing an order orderinfo@overstock.com
Corporate information corporateinfo@overstock.com
Other questions and concerns otherinfo@overstock.com
Overstock representatives are available from 8:00 am to 5:00 pm, Monday through Friday, MST Phone: 1-800-989-0135

Frequently asked questions

To better serve you, we have compiled a list of our most frequently asked questions below:

Account information and login
Coupons
Credit card transactions
Factory-reconditioned
Gift center
Payment options
Prices
Product availability
Returns
Sales tax
Shipping and tracking an order
Shopping and checkout
Subscribing and unsubscribing to the Overstock.com newsletter
Terms and conditions
Warranty

Account information and login

How can I change my account information?

You can change your account information by clicking on My Account on the left side of our home page (you may have to scroll down). Enter your e-mail address and password. Then click on 'Account Info. & Password Change' to update your e-mail address, name, password, and billing or shipping information.

How secure is my account information?

Completely secure. Overstock.com is committed to protecting the security and privacy of your information. For details on the security of your transactions, please click on Privacy and Security on the left side of the home page (you may have to scroll down).

How do I get a copy of an invoice for my order?

Click on My Account on the left side of our home page (you may have to scroll down). Enter your e-mail address and password. Then click on 'Order Status' and select the order number of the invoice you require to view or print the invoice.

I forgot my password. How do I get it?

Click on My Account on the left side of our home page (you may have to scroll down). Click on the button that says 'I forgot my password.' A message appears in red: 'Your password has been emailed to you!' Within approximately ten minutes, your password will be e-mailed to you.
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Coupons

How do I use a coupon?

To use your coupon, you do not need a special code or number. By clicking on the link on our promotion, your coupon will automatically show up when you place items in your shopping cart and will be deducted from your total when you check out. Once you have clipped a coupon, it will remain on the account until its expiration date. Coupons can only be used in association with the e-mail address you used when you clicked on the link to our promotion. If you visit us another time using another e-mail address, you will not be able to access previous coupons. If you do not see your coupon on your on-screen invoice, please contact us before you place your order.
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Credit card transactions

Are credit card transactions on Overstock.com safe?

Absolutely! In fact, it's statistically safer to use your credit card over the Internet than in a restaurant or department store. Overstock.com's servers use Secure Sockets Layer (SSL), an encryption technology that works with Netscape Navigator, Microsoft Internet Explorer, and AOL's browser, so that only Overstock.com can read a customer's personal information. If you would like more information about our credit card security policy, please read Privacy and Security on the left side of the home page. (You may have to scroll down.)

Why would my card be declined if there are sufficient funds in my account?

In order to protect our customers from fraudulent transactions, the billing and shipping address is verified through your credit card company. If the billing address on your Overstock.com account differs from the billing address on your bank's records, you could be declined. Please verify that your account information is correct, and then notify your credit card company to ensure that they have your most up-to-date information. Additionally, we do not have the capability to validate funds on cards issued by foreign banks.
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Factory-reconditioned

What is 'Factory-reconditioned'?

Our Factory-reconditioned page gives you a full description of the great deals we get on factory-reconditioned items.

How do I identify a factory-reconditioned item on your site?

We note these products on our site by placing an icon that says 'Factory-Reconditioned. Click here to learn more.' You will see this icon on the product page whenever a factory-serviced product is displayed.
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Gift center

How do I send a gift certificate to a friend?

Click on the gift center button in the top navigation on the home page. In the Gift center you can search for the perfect gift or purchase an Overstock.com gift certificate, good toward any of our thousands of products. Electronic gift certificates are e-mailed to recipients you choose. Personalized gift certificates may be purchased for any amount between $10.00 and $500.00. Simply click on a certificate appropriate to the occasion to begin the process.

Can you send a gift on my behalf?

Overstock.com can ship to a third party on your behalf. During the checkout process, simply indicate where you'd like your items sent. However, please keep in mind that in order to protect our customers from fraudulent transactions, a credit card verification of your shipping address is completed. If the billing and shipping address differ when placing an order, you will need to notify your credit card company of the alternate shipping address (this will help protect you from fraud).

Do you include an invoice with gift items?

Our regular invoices included with the package do not include prices. You are the only one who will know what you paid for the items!

Do you offer gift-wrapping or special gift messages?

At this time we do not offer special gift messages or wrapping in an effort to keep our prices low.

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Payment options

What are my payment options?

We accept credit cards. We do not accept money orders or checks. The credit cards we accept are Visa, Mastercard, American Express, and Discover.
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Prices

Would I ever see similar items at lower prices elsewhere?

Overstock.com takes great care to ensure we provide quality products at great bargain prices. Our average markdown is 52% below the Manufacturer?s Suggested Retail Price (MSRP).

On rare occasions, lower prices may be found at local retailers. These are usually limited-time offers sold below cost, created to entice you into the store to buy additional products at non-discounted prices. Our buyers regularly conduct price comparisons against other online stores and retailers and we always price our products so that they are substantially less expensive. When you shop online with us, you can be sure of great prices—across the board.

Would I ever find the MSRP listed lower at other stores?

The manufacturer establishes the Manufacturer's Suggested Retail Prices. In principle, this provides a single point of comparison for all retailers. We always contact manufacturers direct to procure accurate MSRPs but cannot be responsible for the information published by other retailers.

Are your MSRPs inflated?

No. They are based on genuine prices as set by manufacturers. Although other retailers may advertise prices below the MSRP, these prices reflect the retailer's own pricing, not the manufacturer's recommended pricing. At Overstock.com, we offer substantial savings over the MSRP (discounts of at least 50%) and over prices advertised by other retailers.

What is your policy on price changes?

All prices are subject to change without notice. In order to continually refresh your product options, we sometimes change our prices to ensure we are not carrying excess inventory. However, we realize the need to be sensitive to previous purchases, and will offer you a coupon towards your next purchase when the price of the item you purchased has been reduced within 5 days of your order. Please contact us at info@overstock.com if this applies to you.
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Product availability

Why would an item be out of stock when it still appears on your site?

Because of the great deals we offer, many of our products sell out very quickly. In addition, because many of our products are 'close-outs,' when they are gone they are gone. We do update our site hourly, but there is an inevitable delay in reflecting the fluctuations of quantities of product on hand—particularly since thousands of people visit our online store everyday. To avoid missing out on our featured items, we encourage you to act quickly.

Unlike most other Internet retailers, Overstock.com carries a full inventory for every product we sell. This means that when we say an item is in stock, we mean it. In rare cases however, we may take your order and then discover that the product is not available for shipping (i.e., it is damaged or defective). In this case, we will notify you via e-mail that it is on backorder and do our utmost to fulfill the order as soon as possible. You will also have the option to cancel the order.

Do you ever restock items that are sold out?

Yes, we are occasionally able to restock items. However, because some of our products are close-outs, we recommend that you take immediate advantage of our great deals and place your order without delay.
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Returns

What is your return policy?

All products must be returned within 30 days from the date the product was received by the customer to qualify for our Overstock.com 30-day money-back guarantee. You are responsible for return shipping costs. All returned items from the Electronics and Camera, and Computer and Home Office departments will be charged a 15% restocking fee. All items must be returned in their original condition including:

  • Packaging
  • Documentation
  • Warranty cards and manuals
  • Accessories
Returned items must be in like-new condition to qualify for a refund. Processing returned electronics and computers can be complicated, so it may take us up to two weeks after we receive the items to process your refund. We apologize for any inconvenience this might cause.

What is your return policy for software products?

All software products to be returned must be in original condition, including packaging, documentation, warranty cards, manuals, and accessories. The product's original factory seal must be intact. Defective software products are eligible for exchange only. We regret that we cannot provide refunds for opened software that is not defective.

What is your Large Item return policy?

As a precautionary measure, please thoroughly inspect the large item before the driver leaves your home. If you notice any damage to the box or item, note the damage in detail on the receipt, and refuse delivery of the package. Please do not accept or sign for a package that may be damaged, and contact customer service immediately. We will send you a replacement item or credit your account, upon receipt of the item at our warehouse.

All large items must be returned within 30 days from the date the product was received by the customer to qualify for Overstock.com’s 30-day money-back guarantee.In the event that you decide to return the item for any reason other than damage, please repackage the item in the original box. Customer returns, for any reason other than damage, are subject to return shipping charges at our freight carrier rates. Please contact customer service for our discounted rates. All items must be returned in their original condition including:

  • Packaging
  • Documentation
  • Warranty cards and manuals
  • Accessories

Returned large items must be in like-new condition to qualify for a refund. Should our freight carrier be unsuccessful in reaching you to deliver your item, you will be responsible for all return shipping costs.

How do I process a return?

To obtain a Return Merchandise Authorization Number (RMA), please take the following steps:

1. Click on My Account on the left side of the home page (you may have to scroll down).

2. Enter your email address and password.

3. Click on 'Returns.'

4. Next, you're shown a review of the return policy with your online invoice. Select 'Click here to return ITEM and get RMA number' next to the item you wish to return. This will take you to the Return Authorization Form.

5. Verify the information given and select a reason for your return. An Overstock.com Customer Service Representative will send your RMA number via e-mail within 2-5 business days.

6. Write this RMA number on the return label you received with your package. You are responsible for return shipping costs.

7. For your protection, we recommend that you mail the item UPS or Insured Parcel Post.

8. Save the tracking information on your returned package so that we may track the shipping status on your returned package.

9. As soon as we receive and process your return, we will issue a credit.
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Sales tax

Does Overstock.com charge sales tax?

State laws require that internet retailers collect sales tax in states where they are resident. Overstock.com is currently resident in the states of Utah and Kentucky. Subsequently we are required to charge applicable taxes in those states.
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Shipping and tracking an order

What are your shipping options?

Overstock.com guarantees that the product will be shipped from our warehouse within two business days (most items ship the same day). Please be aware that this does not mean delivery within two business days. It means your order will be sent from our shipping facility within two business days. Overstock.com offers one low shipping charge of $3.95 to it's customers for UPS ground or USPS 1st class but does not cover next day or 2nd day air service. Certain large items that are shipped by the manufacturer cannot be shipped by UPS or by 2nd day service and are not guaranteed to ship within two business days.

Specific products, such as CDs, DVDs, and select computer software items, are not accompanied by a tracking number. Please understand that we may ship the product via regular USPS mail in order to keep our prices as low as possible. In these cases we are unable to provide a tracking number.

What are your Large Item shipping options?

Due to size and/or weight limitations, large items will be shipped to you by our freight carrier, USF Worldwide. When completing the customer information section, we must have your daytime phone number, so our carrier can contact you to schedule a convenient delivery time. We will attempt to contact you for two weeks to deliver your item. If the carrier is unable to contact you within the two-week window, you are responsible for the return shipping costs.

At the time of delivery, our carrier will bring the large item to your door. You will be responsible for the final placement of the item in your home. Please note, there is a $25 COD fee should our carrier be required to carry the item up or down a flight of stairs to place it at your door.

As a precautionary measure, please thoroughly inspect the large item before the driver leaves your home. If you notice any damage to the box or item, note the damage in detail on the receipt, and refuse delivery of the package. Please do not accept or sign for a package that may be damaged and contact customer service immediately. We will send you a replacement item or credit your account upon receipt of the item at our warehouse. For more information about shipping please read our Shipping policy.

Why would you ship an order in separate boxes?

If you ordered several items to be delivered to the same address, we might send them in separate boxes to ensure quicker service. But don't worry: you won't be charged any extra shipping fees.

What about shipments to Alaska and Hawaii?

We can arrange shipping to most zip codes in Alaska and Hawaii at an additional cost. However, due to our shippers' restrictions, there are certain zip codes that we simply cannot ship to in Alaska and Hawaii. In addition, our shipper places restrictions on the dimensions and weight of packages shipping to Alaska and Hawaii. Please contact us for more information about shipping to Alaska and Hawaii. For more information about shipping please read our Shipping policy.

Can people outside the United States order from Overstock.com?

Currently, we do not ship outside the United States.

How do I track my order?

You may view the tracking information on your order from our home page by following these steps:

1. On the left side of the home page, click on 'My Account.' (you may have to scroll down).

2. On the 'My Account' page, enter your email and password.

3. Click on 'Order Status.'

4. Click on the shipping symbol next to the date shipped.

This will take you directly to the shipping carrier's Web site for detailed tracking information. Your order could show 'In Process' or 'Pending' for 2 days before you receive a 'Ship Confirm' message. This means that your order is at our warehouse being prepared for shipment. Click here to track an order.
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Shopping and checkout

How do I order?

To order items, follow these steps:

1. Click on'Checkout' from your shopping cart or the left side or bottom of our home page. (Your browser must be cookie enabled. To learn more about cookies read About cookies).

2. If you're not a subscriber (new customer), enter your e-mail address, name, and password under 'New Customers.' If you are already a subscriber (or customer), simply enter your e-mail address and password under 'Return Customers.'

3. Verify your address.

4. Choose your shipping option.

5. Enter your credit card information and confirm your billing address.

6. Next, you're shown the total amount of your order, including sales tax (UT residents only) and shipping charges (if any). If the information is correct, click on 'Send.' (This can take a few seconds so be patient, please don't click on 'Send' twice.) If any of the information is incorrect, you can go back and adjust information on previous pages. You can also cancel the order at this point.

7. Next, you're shown a 'thank you' page that you can print out for your records. This page has an invoice number that you can use if you need to contact us regarding your order. We will also confirm your order via e-mail within 24 hours. If you would like to track your package, you can do so by clicking on My Account. on the left side of the home page. (you may have to scroll down).

How do I cancel an order?

Our focus on customer satisfaction means items are processed and shipped quickly! We actually process your order from our warehouse within hours. Consequently, if you ask us to cancel an order, it is most likely being prepared for shipment and we will be unable to cancel it. Click here to view your orders.
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Subscribing and unsubscribing to the Overstock.com newsletter

How do I subscribe to the Overstock.com newsletter?

To subscribe with us, follow these steps:

1. You will first need to set up an account. From the left side of our home page, click on 'Subscribe.'

2. Under 'I want to create an account and subscribe to the Overstock.com newsletter' enter your e-mail address, name, zip code, and a password, or to subscribe now, click here.

How do I unsubscribe?

To unsubscribe, follow these steps:

1. Click on 'My Account' on the left of the home page (you may have to scroll down).

2. Enter your e-mail address and password.

3. Under 'E-mail Status' selecct 'to unsubscribe, click here!' or to to unsubscribe now, click here.

What if I am having trouble unsubscribing?

Please be assured that at Overstock.com we respect the privacy of our customers. Once you have unsubscribed with us, you may receive a few additional messages due to the creation of promotions in advance of your request. This should only continue for a maximum of 4 days. If you still continue to receive messages, you could be on our list under a different e-mail address. If you or members of your household suscribed under different e-mail addresses, you will need to unsubcribe under all of your addresses to ensure you do not receive future promotions. If you need assistance, please contact us.
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Warranty

What is your warranty policy?

Overstock.com provides a 30-day money-back guarantee on all products. In adddition, many products in our store carry a manufacturer's warranty. Manufacturers' warranties vary and can be viewed in the product description on the individual product pages.

Where will I find help or information on a manufacturer's warranty?

For assistance with a manufacturer's warranty, please contact the appropriate product manufacturer.
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