Online Customer Service Policies
Thank you for shopping online at Big 5 Sporting Goods. We appreciate your business and want to make sure you have a rewarding experience while shopping with us.
The easiest way to check the status of your order is by using our Order Status page. There you can check the latest status of an order by simply entering your Order ID number and associated billing zip code for the order you wish to track. You may also take advantage of tracking all of your recent orders by becoming a registered user and using the Order History feature when you sign in to your account page.
You will also receive emails that will keep you up to date on the status of your order. These emails will be sent to the email address provided during checkout.
Please note that update notifications will typically take a few minutes to process after your order is received.
Here is a quick guide to explain the most common order statuses:
Submitted – Your order has been successfully placed and is on its way to being processed.
Processing – We are assembling your order and packaging it for shipment.
Shipped – The carrier has picked up the package and is in route to delivery
Online purchases can be made using any valid U.S. issued Visa, MasterCard, Discover, JCB, or American Express credit card. Debit cards may be accepted if they function as one of our accepted credit cards. PayPal and Visa Checkout accounts linked to a valid U.S. billing address are also accepted. Currently gift cards may only be used as payment for in-store purchases and gift cards may not be used as payment for online purchases.
Big 5 may feature coupons and promotional (“promo”) codes that can be redeemed towards discounts on qualifying purchases. In-store coupons cannot be redeemed on the Site. Promo codes which are applicable toward online purchases can be entered in the “Got a Promo Code?” section found on the Cart and Payment pages. Please be sure to copy and paste the codes exactly as they appear, as the codes are case sensitive. If your order qualifies for that promotion, then you will see the discount reflected in your cart. Note that only one entered promo code can be applied to an order. Thus, if you enter multiple promo codes, then only the last-entered promo code will be applied. See all promotion disclaimers.
In accordance with applicable law, Big 5 Sporting Goods collects applicable sales tax (if any) on orders shipped to addresses in AZ, CA, CO, ID, NM, NV, OK, OR, TX, UT, WA, or WY.
Sales tax is not collected on the purchase of gift cards. In-store purchases using a gift card as payment are subject to state and local taxes.
Taxes shown in your cart and order receipt pages are estimated as of the then-current date. Actual tax is calculated and collected based on the applicable tax as of the date the item ships. Thus, the actual tax amount collected may vary from the initially estimated amount.
League Loyalty Program
The Big 5 Sporting Goods League Loyalty program is only applicable to in-store purchases and does not apply to online purchases. Additional information is available on our League Loyalty Page.
If you wish to cancel an order that has not been processed yet, then please contact our customer service department at (800) 898-2994. If your order has not been processed, then a customer service representative may cancel it for you, in which event we will send you an email confirmation and any charge associated with the canceled order will be dropped. Please note that our goal is to process and ship all orders as quickly as possible. Thus, your available time to cancel an order may be limited.
If an issue results in our failure to fulfill your complete order, then we may cancel the order. Such issues may include, but are not limited to, complications with item availability, limitations on quantity, payment processing, or pricing errors. If an issue like this does occur and your order is canceled, then we will send you an email notification, and any charge associated with the canceled order will be dropped. We reserve the right to limit the quantities of any items purchased.
Big 5 wants you to be happy with all of your purchases from us. If you are not satisfied with your online purchase, then you may return it in-person at any of our store locations or through the mail. In-store and online returns are detailed further below. Please note that shipping charges paid for delivery of your package are not refunded as part of your return.
To Return In-Store
If you wish to return your online order in person to one of our store locations, then the return must be accompanied by the original packaging slip that comes with your order. For more details, please refer to our In-Store Customer Service Policies.
To Return by Mail
Instead of an in-store return, online purchases may be returned by mail, as described below. Please note that the return-by-mail option is not available for purchases made in-store.
- Returns by mail require issuance of a Return Merchandise Authorization (“RMA”) prior to the return shipment. To request an RMA, please contact our customer service department at (800) 898-2994.
- Returns by mail require issuance of an RMA within ninety (90) days from the date of purchase.
- Using the original shipping packaging when possible, securely pack the item(s) along with all included parts, paperwork, and accessories. If you are unable to use the original shipping packaging, then you may use any other similar shipping packaging for the return. All products must be returned in original condition, to ensure a full refund.
- As part of the RMA process, you will be issued a return shipping label via e-mail. Print the label, remove all other labels from the return package, attach the return label to the package and drop it off at the nearest United Parcel Service (“UPS”) carrier pickup location. No additional postage is required. Return shipments are charged our then-current standard shipping and handling rate (and associated tax, if applicable) including surcharges for items marked for oversized shipment. The return shipping and handling charges will be deducted from the return credit issued. To avoid such deduction, you may use the in-store return process. If your order used a promotional shipping and handling rate, or if our shipping and handling rates have changed, then return shipping and handling rates may differ from the rates applicable to your original order. You may obtain an estimate of the shipping and handling charges by contacting Customer Service. Please note that surcharges for Alaska and Hawaii may apply.
- Refunds for qualifying returns will be issued to the original form of payment and will be processed within 30 days of our receipt of the returned item(s). Please note that refunds for gift returns will be issued to the original purchaser.
- We recommend keeping the return tracking number for your return package. You may track your return shipment with the tracking number at www.ups.com/tracking. The risk of loss and title for items shipped by you do not pass to us until we receive the items from the carrier.
Items listed as "In Stock" are typically expected to ship within 1-2 business days (not including weekends or holidays) of processing your order. Thus, weekends, holidays, special promotions, and other factors may delay shipment of some orders.
Shipping Options & Rates
For items not marked Oversized you will be prompted to choose between the standard ground shipment or an expedited shipment level of service. Shipping and handling charges are presented in your cart during checkout based upon the level of shipping service you select. Promotional rates, such as “Free Shipping,” only apply to standard ground shipping and handling charges for qualifying orders and shipping destinations.Items marked for Oversized delivery are not available for delivery to Alaska and Hawaii and will incur additional shipping surcharges as displayed during checkout.
Our Ground service is delivered via UPS and has an estimated delivery between 5-7 business days from the date of shipment.
Our Expedited service is delivered via UPS and has an estimated delivery between 2-4 business days from the date of shipment.
Our Oversized service is delivered via UPS and has an estimated delivery between 5-7 business days from the date of shipment.
Any gift cards ordered will ship separately and will be sent via the United States Postal Service.
Our shipping and handling charges take into consideration typical costs associated with processing orders, handling and packaging products, and delivering them. Due to the variable nature of such costs and the flat rate (or stepped rate) nature of our charges, in certain instances our actual costs for a particular order may vary from the shipping and handling charges applied to your order.
The risk of loss and title for items purchased by you pass to you upon our delivery of the items to the carrier.
We do not ship to international addresses, international freight forwarders, APO, FPO, or territories.
Shopping & Online Products
Big 5 Sporting Goods is dedicated to offering you the best prices for quality sporting goods gear, outdoors gear, and other products. These prices may vary in our online and retail stores and are subject to change without notice. While our goal is to prevent any error in posted product and pricing information, these errors may still occur. In the event of such an error, Big 5 reserves the right to cancel any order containing these errors at its sole discretion. If your order is canceled, then we will send you an email to the email address that you provided at checkout. Items in your shopping cart reflect the current price displayed on the item's product details page. Please note: This price may differ from the price displayed when the item was first placed in your shopping cart. If an item you have purchased is reduced in price within 30 days of your order date, we will happily adjust the sale price for you upon your request. Please note that we can only make one sale adjustment per item and such adjustment cannot be combined with other offers not in effect at the time of adjustment.
Big 5 offers a store locator tool to help you locate one of our nearby retail stores which may have the product displayed in stock. Because our store inventory is always changing, the stock status information is approximate and an item's availability cannot be guaranteed. To verify availability, please call the store and reference the SKU number displayed above the product title.
Items which display an orange “Add to Cart” button after choosing a color and size combination are available in stock and available for purchase online at that time, according to our records.
Registering for an account provides many benefits and a more convenient shopping experience at Big 5, including, but not limited to:
- Faster checkout
- Ability to create and share Wishlists
- Track all your orders in one spot
- News and exclusive offers if you join our E-Team
While logged into your account you can make edits to tailor your shopping experience at Big 5, including the ability to save billing/shipping addresses for easier checkout and the ability to modify your preferences regarding emails about future offers and promotions.
To log in to your account simply click the “Account Login” page. If you are having trouble accessing your account, then you can click here to request a password reset.
A registered account is not required to purchase online from Big 5. Guest checkouts provide a quick way to make a purchase, but do not provide all the benefits and convenience that purchasing through a registered account offers. If you wish to sign up for an account, then simply click here .
Adding Products to Your Wishlist
Look for the “Add to Wishlist” button on every product detail page. To add an item to your Wishlist you must be logged in to your account.
Removing Products from Your Wishlist
Go to your “Wishlists” page under “My Account”. From this page, simply click the red text displaying “Remove Item” for the item you wish to remove. If you wish to instead only modify the quantity of an item, then enter the quantity you wish to keep in the wishlist and then click “Update”.
Sharing Your Wishlist
To share your Wishlist, simply click the “Share My Wishlist” link located on the Wishlist dashboard page. A pop up window will appear where you can enter the email address(es) you wish to receive the list, and you can include a message to accompany the Wishlist.
Add items to cart from Wishlist.
Items can be added to your cart individually by selecting the “Add to Cart” link to the right of the item you wish to add. If you wish to add the entire Wishlist to your cart, then you can instead select the “Add All to Shopping Cart” button. Please note that only items currently in stock will be available for purchase at that time.