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    Frequently Asked Questions

     

     

    General Information

    How does the DG Pickup order process go?  How do I order?

    To place a Pickup order at Dollar General, please visit our website or the mobile app and look for the DG Pickup banners to start your order.  Please note, a digital account is required.

    Once you’ve selected a DG Pickup store location, you can search for products or browse through product categories and add them to your cart.  Please note, not all products are eligible for DG Pickup.

    Is DG Pickup free?

    Yes.  Dollar General does not charge a service fee for using DG Pickup.

    How far in advance can I schedule a pickup time?

    Dollar General offers pickup windows up to two days out.

    How do I pick up my order?  How do I know when it’s ready?

    We will email you when your order is ready.  We suggest waiting until you receive your email before going to the store.

    Once your order is ready to be picked up, the status of your order will update in the DG App (on the homepage as well as in Order History under My Account) and you’ll see a button labeled “I’m ready”. Tap the button and the cubby location of your order will be revealed to you.

    Once at the store proceed to the DG Pickup area with your order location details and retrieve your order.

    You can also opt in to receive text messages about your order status.

    Can I have another person pickup my order?

    Yes.  You can send an alternate pick up person to the cubby location of your order once it’s revealed to you.

    What payment methods do you accept for DG Pickup orders?

    Dollar General accepts all major credit and debit cards.  We currently do not accept EBT and gift cards for payment.

    Do you accept coupons for Pickup orders?

    Yes.  Dollar General accepts digital coupons that are clipped to your account.

    If a user is viewing on the website, how will he/she see when order is ready?

    The customer will be able to see their order status on the homepage of the DGPU website. They will also be able to tap the “I’m Ready” button from the homepage of the website to have the shelf location revealed.

    I’m running late and can’t pick up my order until tomorrow.  Can I do that?

    Your order will be available through the end of the day you selected for pickup.  If you are unable to pick up your order before the close of business, the order will be cancelled. 

    Why is my Pickup order delayed?  I haven’t received a notification my order is ready.

    Our goal is to get your order to you as quickly as possible.  Dollar General asks that you wait for the email/text notification that your order is ready before going to the store.

    If you have not received the notification your order is ready close to the time of your scheduled pickup, may we suggest calling the store for a status update.  The store phone number is displayed in your mobile app order information. 

    How do I know I received everything I ordered?

    Once we’ve picked your order, you will receive an email detailing what we picked successfully, where we provided a substitute, or if we were unable to pick an item.  We recommend checking your order before leaving the store. 

    Why is there an authorization hold on my credit/debit card after I place an order?

    Dollar General submits the estimated total amount of your original order to your financial institution which reserves the amount necessary to complete the transaction.  If the final order purchase amount is different from the original order purchase amount, this information will be shown on your order ready email or on your order history where you can review the final order to see why the amount changed.

    How do substitutions work?

    Product substitutions is an option Dollar General provides for our customers on select items where you have the option to select a substitute in case the item becomes unavailable after added to your order. 

    You will be charged the retail price of the substituted item and not the retail price of the original item in your DG Pickup order. 

    If you are not happy with your substitutes provided, we recommend speaking to a sales associate as Dollar General’s return policies will apply.   

    What happens to my digital coupons if my order is cancelled?

    Any valid, in-date coupons that were to be applied to your Pickup order will be released and go back into your digital coupon wallet if your order is cancelled prior to the store filling the order. 

    What happens if an item is unavailable in the store? 

    If an item is unavailable when building your order, it will appear as out of stock and you will not be able to add the item to your cart. 

    If an item in your order becomes unavailable at the time the order is filled, the sales associate will select an alternative item to complete your order only if you have elected to allow substitutions. 

    If you did not elect to receive substitutions, that item in your order will not be provided and the charge for the item will be removed.  You will be alerted via email and in-app order progress which items were not picked and which items were substituted.

    I need to return an item in my order.  Where is my receipt?

    Your “DG Pickup complete” email and the order detail under your Order History in the DG App can both be used as your receipt.

    Items are missing from my order and I was charged.  How do I resolve?

    Speak to a sales associate. He or she will help ensure you have all your items.

    How do I cancel an existing order?

    You can cancel your order from the Order History portion of the DG App. Tap on the “Details” link on the order you wish to cancel, scroll to the bottom and press “Cancel Order”. After placing your order, you will have thirty (30) minutes to cancel your order.

    Can I change the time or location for my pending order?

    No changes to your order can be made once the order is placed.  If you need to make any of these changes, we recommend canceling your current order and creating a new one.

    My order was cancelled.  When will the authorization hold on my credit/debit card be removed?

    Most holds are removed within three to seven business days.  We suggest checking with your financial institution for questions after this time.

    I received an email saying my order was cancelled and I did not cancel.  Why did this happen. 

    If you’re order is cancelled by Dollar General, in most cases there was a problem with our ability to fulfill your order satisfactory. 

    For any further questions about DG Pickup, please email us at dgpickupsupport@dollargeneral.com.

    How To Use DG Pickup