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Frequently Asked Questions

Q: How do I access the store?

A: There are several ways to access the store, depending on how you are shopping:

Lowe’s employees: Access the store through Single Sign-On (SSO) via Vendor Gateway using your Lowe’s credentials. Employees cannot self-register with an @lowes.com email address because Lowe’s email accounts are intended to access the store through SSO.

Individual shoppers and personal purchases: You can create an account directly on the store using a personal email address. Please note that @lowes.com email addresses cannot be used for self-registration.

Business and Purchase Order (PO) purchases: If you are purchasing promotional products for Lowe’s and need to submit a PO, access the store through the Punchout tile or link in Oracle. This allows you to shop the store and submit your order through Lowe’s procurement process.

Choose the access method that matches how you plan to shop and place your order. If you’re unsure which option applies to you, contact your appropriate Lowe’s support team for assistance.

Q: I'm having trouble logging in. What do I do?

A: The steps to resolve your login issue depend on how you access the store:

Lowe’s employees: Make sure you are accessing the store through Single Sign-On (SSO) via Vendor Gateway and using your Lowe’s credentials. Lowe’s employees should not attempt to create or access a separate store account using their @lowes.com email address.

Individual shoppers and personal purchases: If you created an account directly on the store, make sure you are using the personal email address and password associated with your account. If you forgot your password, use the Forgot Password option on the login page to reset it.

Business and Purchase Order (PO) users: If you are placing an order through Lowe’s procurement system, access the store through the Punchout tile or link in Oracle. If you are having trouble accessing the store through Punchout, return to Oracle and try launching the store again. If the issue persists, contact your Lowe’s procurement or purchasing support team.

If you're still unable to log in, verify that you are using the correct access method for your account before contacting support for assistance.

Q: I forgot my password. How can I reset it?

A: The password reset process depends on how you access the store:

Self-registered users: Select the Forgot Password link on the store’s login page and enter the email address associated with your store account. A password reset email will be sent to the email address you used when you self-registered. Follow the instructions in the email to create a new password.

Lowe’s employees using SSO: Your store login is managed through Vendor Gateway Single Sign-On (SSO). Use the standard Vendor Gateway SSO password reset process to reset your password. You do not need to reset your store password separately.

Business and Purchase Order (PO) users: If you access the store through the Punchout tile or link in Oracle, contact your Lowe’s procurement or purchasing support team for assistance with password or access issues.

If you’re unsure which login method you use, refer to the 'How do I access the store?' question above for more information.

Q: Which payment options are accepted?

A: Available payment options are determined by how you access the Lowe’s Promotional Products Store:

Lowe’s employees and individual shoppers: When accessing the store for personal purchases, credit card payment is available. Promo codes and gift codes may also be applied to eligible orders.

Independent Service PROviders: When accessing the store for purchases, credit card payment is available. Promo codes may also be applied to eligible orders.

Business orders through Lowe’s procurement system: When accessing the store through the Oracle Punchout, Purchase Order (PO) is the only available payment option.

You do not need to select a payment method when accessing the store. The appropriate payment option will automatically appear based on your login or access method.

Q: How do I contact Programs Account Support?

A: Our Programs Account Support team is available Monday through Friday from 8:00 am to 5:00 pm CST. Please email [email protected] or call (800) 335-0456. Please include your sales order number to expedite service.

Q: How can I change or cancel my order?

A: To change or cancel an order, please email our Programs Account Support team at [email protected] or call (800) 335-0456 immediately, as there may be a chance that we have processed your order for shipment. We will take all reasonable steps to accommodate your request.

Q: How long does an order take to ship?

A: In-stock items ship from Sterling, IL within 1–2 business days after the order is placed. On-demand items are produced and shipped directly from the supplier and require additional lead time before shipping. Lead times will be clearly communicated on any applicable items. Available shipping options include UPS Ground and expedited services selected at checkout.

Q: How do I track my order?

A: If your order was placed under your account, please ensure you are logged in to view tracking information. Under your account you will find "View Orders." Once the order has been shipped, tracking information will be available. A shipment notification will also be emailed with tracking information.

Q: What is the return policy?

A: For an online order, please contact Programs Account Support at [email protected] or (800) 335-0456 to request a return. Claims must be made within thirty (30) days of receipt and include a copy of the original invoice or packing slip. Items that are made to order or are not held in inventory cannot be returned unless defective.

For merchandise purchased at SSC-M or Lowe's Tech Hub locations, returns are accepted within 30 days of purchase with a valid receipt. Items must be new, unused, and in their original condition. All gift card sales are final and non-refundable. All returns must be made at the original store location where the item was purchased.

Q: Do you restock sold out products?

A: Yes. All sold-out products that are not in phaseout will be restocked as quickly as possible. Products, items, or sizes that are in phaseout will automatically be removed from the store and will not be replenished.

Q: Can I ship to an address outside the United States?

A: At this time, the store ships to United States addresses only.