Customer Support

E-mails About Your Order

After you place your order, you will receive e-mail updates about your order status. Keep these e-mails accessible for your records. Below are examples of e-mails you might receive:

  • Order Confirmation. This e-mail confirms that we have received your order. The order number will be included.
  • Backorder Notice. This e-mail informs you that an item from your order is not available for immediate shipment and will ship when it becomes available. You will not be billed for items purchased with a credit card until the items have shipped. You may be billed for items purchased with a debit or bank card immediately upon order confirmation. When the item is available to ship, you will receive another e-mail with the order number.
  • Shipment Confirmation. This e-mail confirms that some or all of your order has shipped. You may receive multiple Shipment Confirmation e-mails if items are shipped separately. The arrival time of your items depends on the designated shipping method and your shipping location.
  • Important notice about your order. This email offers important information about your order, such as: difficulty in processing your order, inability to ship to the address provided, existence of a duplicate order, and cancellation of order. If you receive one of these emails, please call a Customer Support Representative immediately at 877-463-1553 so the problem can be addressed.

ORDER STATUS

You may check the status of your open orders by visiting our Order Tracking page. This is the easiest and fastest way to get current information. Please note: Order information may not appear on www.dollargeneral.com in your order history for up to 1 hour after the order has been submitted.

When you click on Order Tracking, you will be prompted to log in with your e-mail address and password. Once you have signed in, the Order Tracking page will provide you with detailed information about your current (and past) orders. After your order has been shipped, your tracking number, if available, will be displayed. This number allows you to check the shipping status of your order through the shipping company. Shipping companies may not have the ability to track a number for up to 48 hours.

To learn more about Tracking Your Order, click here.

ORDER STATUS GLOSSARY

Understanding the Status of Your Order

The status of your order is available in your Order History almost immediately after you place an order. It is automatically updated each time your order advances through the process. If items within your order ship separately, Order History information will be displayed for each item. The following list of status messages will inform you of your order status.

How is order status different from tracking information?

The status of your order is supplied by www.dollargeneral.com. It represents the progress of your order between the time it is placed and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide tracking information until your order is delivered*. The tracking information is accessible from your Order History on our website when it becomes available.

*Tracking information may not be available for up to 48 hours after an item is shipped from our warehouse.

Standard Status Messages

Submitted and processing Your order has been submitted and the information you entered during checkout is being processed.
Item(s) located in stock The items that you selected and submitted within your order during checkout are available and have been located in our warehouse.
Shipped on: 00/00/0000 The items have shipped from our warehouse and are on their way to the designated shipping destination.
Backordered One or more items in your order is currently unavailable for shipment. You will be notified via e-mail when the item(s) become available and ship from our warehouse.
Return received on: 00/00/0000 Returned items are being processed. If you returned an item to our warehouse, this status informs you that we have received the item.
Credit issued on: 00/00/0000 After your returned item is processed and your original order information is located, your credit will be issued. You can expect to receive credit for a returned item within 30 days of our receiving it at the warehouse.

Additional Status Messages

Temporarily Suspended: Please call 877-463-1553 Your order is suspended and is awaiting verification from you. This is potentially due to missing or invalid order or payment information. If you receive this status message, please call Customer Support immediately for assistance.
Item(s) on hold until release date: 00/00/0000 Specific items are available for early purchase on our website prior to the manufacturer's release. Within 24 hours of the release date, you will be notified via e-mail that it has shipped from our warehouse.
Cancelled on 00/00/0000 due to missing or invalid order information An error has occurred during the order authorization process. Your order was suspended, as we attempted to contact you, and finally canceled. Cancelled orders cannot be reprocessed and must be submitted again on our website.
Cancelled on 00/00/0000 due to missing or invalid payment information Due to missing or invalid payment information, your order was cancelled. Cancelled orders cannot be reprocessed and must be submitted again on our website.

TRACKING YOUR ORDER

When can you track your order?

At our warehouse, tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with your order information. However, it may take up to 48 hours before the package is checked into the carrier's tracking system. Even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours.

Orders placed on www.dollargeneral.com may be delivered by one of several different carriers and shipping methods. Tracking availability may vary depending on the type of item you purchased, the shipping method you selected during Checkout, and the carrier that is delivering your item(s).

Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, your Order History on www.dollargeneral.com will not offer tracking information but will still offer order status and other details. To learn the difference between tracking information and order status, please read the information provided below.

Finding Your Order Status

The status of your order is easy to find.

  • Check your e-mail. You are required to enter an e-mail address during Checkout, so that you may receive e-mails regarding the status of your order.
  • Visit the website. You may sign in at www.dollargeneral.com for your Order History at any time. Information about your open orders, tracking, and past orders is available.
  • Contact us. If you still have questions about your order, please contact us via e-mail.

How is order status different from tracking information?

The status of your order is supplied by www.dollargeneral.com. It represents the progress of your order between the time it is placed and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide tracking information until your order is delivered*. The tracking information is accessible from your Order History on our website when it becomes available.

*Tracking information may not be available for up to 48 hours after an item is shipped from our warehouse.

DELIVERY OF YOUR ITEMS

Delivery of your items can take up to eight full business days, depending on your location and designated shipping method. Business days are Monday-Friday, excluding federal holidays within the United States. An estimate of when a product is expected to leave the warehouse is indicated on the Product Detail page.

To learn more about Delivery Times and Shipping Options, click here.

CANCELLATIONS

Orders or parts of an order may be cancelled by our system for various reasons. Possible reasons include:

  • Unavailable item(s)
  • Difficulty in processing your payment information
  • Inability to ship to address provided
  • Existence of a duplicate order

If your order is cancelled, you will receive an important notice via e-mail. It will explain the reason for the cancellation. You will not be billed for any cancelled items. Once an order is cancelled, it cannot be reprocessed and must be submitted again on our website. If you are interested in purchasing items similar to those unavailable, you may contact our Customer Support Department for recommendations.

SHOPPING CART

When you shop on www.dollargeneral.com and add an item to your cart, it is saved for you to purchase. Items in your Shopping Cart will remain until they are purchased, removed, or moved to your Shopping List.

Options in the Shopping Cart:

  • Review your order. Review the details of your order before you proceed to our secure checkout.
  • Update order quantity. If you wish to update the order quantity of any item in your cart, simply type the desired quantity next to the item and click "Update Cart".
  • Remove an item from your Shopping Cart. Select the item and click "Remove from Cart" or change the order quantity to zero and click "Update Cart".
  • Return to shopping. If you wish to continue shopping while viewing your Shopping Cart, click "Continue Shopping". Items in your Shopping Cart will remain until they are purchased, removed, or moved to your Shopping List. At any time, you may return to your Shopping Cart by clicking "Shopping Cart" at the top of any page.
  • Proceed to secure Checkout. When you are ready to purchase your order, click "Checkout Now". Our checkout process is fast, easy and secure. Find out more about our Secure Shopping Guarantee.
  • Move an Item to Your Shopping List. If there are items in your Shopping Cart that you wish to save but not purchase immediately, you can move them to your Shopping List by clicking on "Move to Shopping List." Find out more about your Shopping List.

SHOPPING LIST

If you find products on www.dollargeneral.com that you wish to save but not purchase immediately, you may add them to your Shopping List. Your Shopping List saves items even after you leave our site, making them easy to relocate and purchase at any time. Items in your Shopping List will remain until they are purchased or removed. You can access your Shopping List any time you visit www.dollargeneral.com by signing in to My Account with your e-mail and password.

Options in the Shopping List:

  • Move an item to your Shopping Cart. When you are ready to purchase an item from your Shopping List, simply select that item and click "Move to Cart". You will then be able to purchase this item through our secure checkout.
  • Return to shopping. If you wish to continue shopping on www.dollargeneral.com while viewing your Shopping List, click "Return to Shopping".