IN-STORE PICKUP FAQ
November 4th, 2025 Update:
- Please see update regarding Abandon Order Policy in section 6.
1. Do you have X at your location? Can I pick up my order today?
We do not offer same day pickup for online orders. If you place an order through our website please do not expect to pick it up until you receive a pick-up notification email. This may take up to 3 days.
Online inventory is stored at our warehouse and needs to be delivered to our stores for pickup. Whether or not we have a particular title in stock at one of our stores will not affect the turn-around time for online orders.
If you would like to pick something up the same day, please call the appropriate location and we can let you know if it is available for purchase in-store.
2. How long will it take for my order to be ready for pickup?
This typically takes less than 3 business days. You will receive a pickup notification email as soon as the order is ready for you. If more than 3 days have passed and you have not received a notification after checking your junk/spam folders, please contact us at the appropriate store and we will investigate for you!
3. What do I need to bring to pick up my order?
Please bring both your order number and a piece of photo ID. We will decline to release an order if you do not have valid ID with you.
Please note that a photo of your ID is not a valid replacement for that ID.
4. My preferred name is different from the name shown on my ID. What should I do?
Please make sure you provide the exact name shown on your ID when placing your order. If you have a different preferred name, you can include that as well, but please make sure that the name on your ID appears somewhere in the information you enter. If it makes things easier, you may include this information in the notes section of your order instead of the name field.
5. Important Note Regarding High Value Orders
If the value of your order is around $500 or more, you may need to present the credit card used for the purchase in addition to your ID in order to pick up. The name and address on your credit card must match the information on your ID, and both must match the information provided on the order. If this is your first purchase with us and your order exceeds $500 we may refund the purchase at the time of pickup and ask for you to pay in person as an additional security measure.
6. Abandon Order Policy
To ensure accurate inventory management and timely service, we maintain a strict policy regarding unclaimed or abandoned orders. This policy outlines what happens when a customer does not pick up, claim, or respond regarding their order within the specified timeframe.
An abandoned order is any in-store pickup that:
Has been ready for pickup, completed, or awaiting customer response.
And remains unclaimed for over 160 calendar days from the date the customer was first notified that the order was ready.
We will make reasonable efforts to contact the customer before considering an order abandoned:
Initial Notification: Sent when the order is ready for pickup or completion.
Reminder Notices: One or more follow-ups may be sent before the 160-day period expires. All notices will be sent via the contact information provided at the time of order (customer account email).
If no response or pickup occurs within 160 days, the order will be considered abandoned. At that time:
The item(s) will automatically be reclaimed, at the store’s discretion.
The store assumes no further liability for the order or its contents.
If you anticipate a delay in pickup or need an extension, you must contact us before the 160-day period ends. Extensions may be granted at the store’s discretion, depending on inventory space and item type.
Updated: November 4th, 2025