FAQ

1. What is SYW Relay™?

2. How can I find out if SYW Relay™ is available in my area?

3. What locations and malls are currently supported?

4. What options are available to receive my purchased items?

5. Who will deliver my purchases & can I track my delivery?

6. What is SYW Relay™ Station and where can I find it in the mall?

7. Do I need any ID to pick up my order at SYW Relay™ Station?

8. How can I cancel my purchase?

9. How can I return an item that I bought from SYW Relay™?

10. How will substitutions work?

11. How will exchanges work?

12. How will refunds work?

13. How does Like / Want / Have work?

14. What do different colors in my order history represent?



1. What is SYW Relay™?

SYW Relay™ puts your local mall on your phone, changing the way you experience the mall forever! You can shop your favorite stores from wherever you are. Stay at home and shop from your couch; shop on your commute to and from work; or go to the mall and shop during a pedicure! SYW Relay™ lets you mall however you like, whenever and from wherever you like.SYW Relay™ saves you from running around the mall, store to store and level to level. Simply browse and search products from every store in the app. Purchase from multiple stores using a single shopping cart and a single payment on the credit card of your choice. No more waiting in register lines. Once you submit your order, sit back and relax while SYW Relay™ dispatches Runners to collect your purchases. If there’s an issue with your selection, your Runner will contact you on-the-fly and allow you to make a substitution. You can also choose how you get your order. You can have it delivered to your home for only $5 (within a specific delivery area) or you can pick up your order at the convenient SYW Relay™ Station, which is a centralized location in the mall. There’s more. Your free Shop Your Way membership earns you valuable reward points for every purchase, redeemable at Sears and Kmart.

2. How can I find out if SYW Relay™ is available in my area?

Once you login to the SYW Relay™ app, check to see if there are any malls under the ‘Near By’ section. The app automatically loads all the supported malls around your area for your quick access. You can also enter your zip code to find the SYW Relay™ supported malls in your area.

3. What locations and malls are currently supported?

Service is currently available at Oakbrook Center, Oak Brook, Illinois. We are actively working on bringing more locations, please stay tuned!

4. What options are available to receive my purchased items?

You can choose ‘SYW Relay™ Station Pick Up’ to visit the SYW Relay™ pick up spot inside the mall (inside your Sears store) and pick all the items from a single consolidated location. You should expect your items to be neatly packed and kept ready for your pick up. Or you can choose the ‘Delivery’ option to have the items delivered to you at the requested address without you ever stepping out.

5. Who will deliver my purchases & can I track my delivery?

SYW Relay™ has partnered with industry leading third party delivery services to provide you with the best last mile experience. The items will be delivered in a carefully packed and labelled package. The driver will verify and validate the items before handing them over to you. You can also track your deliveries in real time from your mobile app in the ‘order history’ page. Just click on the ‘Truck’ icon next to your order to know the exact location of the truck.

6. What is SYW Relay™ Station and where can I find it in the mall?

SYW Relay™ Station is a consolidated pick up spot within the mall (at Sears Merchandize Pick Up location etc.) where all your items from different stores are received, verified and packed neatly for a convenient 1-stop pick up. Our associate at the SYW Relay™ Station will verify your ID (Driver’s license or other valid ID), confirm the items you have ordered and hand over the package and answer any questions you may have.

7. Do I need any ID to pick up my order at SYW Relay™ Station?

We require a valid Driver’s License or State Issued ID Card with the purchaser’s information and the order confirmation to pick up the order. You can show your order confirmation email or order history as proof of purchase to pick up your order.

8. How can I cancel my purchase?

To cancel an item or your entire order, go to the ‘left navigation bar, click on the ‘Order History’ tab and expand on the order you want to cancel. Swipe left to expose cancel option and follow the steps. Please remember that your order in part or whole cannot be cancelled once the order is fulfilled. You can only return or exchange the item.

9. How can I return an item that I bought from SYW Relay™?

Returns are just as easy. You can take your returns back to the SYW Relay™ station or enjoy $5 pickup of your items from your home or office. We will credit your account and do all the footwork for you. To arrange for a return by pick up, simply go to the ‘order history’ tab on your app, expand on the order you want to return, swipe left to expose Return option and follow the steps. Return policies may vary for products sold by third-party merchants other than Sears. See individual merchant return policies for all applicable merchant return policies.

Any items that were purchased and delivered from SYW can be returned by:

10. How will substitutions work?

Occasionally, an item you have requested may be unavailable or available at a different price at the store. In this case, we will work with you to find a similar item within the same category for substitution. Our Runners will reach out to you via the App push notifications/phone/email and share substitution item details including picture, price, brand, size and color of the item. Your order history will provide the ‘track runner’ functionality which allows you to ‘accept’ or ‘decline’ the substitution item. Any price change (higher or lower) is clearly communicated to you and only if you select ‘accept’ will the substitute item be procured.

11. How will exchanges work?

To Exchange an item, simply go to the ‘left navigation bar, click on ‘order history’ tab and expand on the order you want to exchange. Swipe left to expose the ‘exchange’ option and follow the steps. You can also find other needed information in this view like a sellers return/exchange policy, etc. Any refunds from the exchange will be issued back to your credit card.

12. How will refunds work?

In case of a Cancellation, Return, Exchange or Substitution for a lower priced item, any refunds will be processed and deposited to your original credit card of purchase within 5 to 7 business days.

13. How does Like / Want / Have work?

This feature allows you to quickly manage any items you really like so you can keep track of all of them at one place. You can also view any items you liked from your Shop Your Way feed here. This feature provides a quick way to purchase items as well.

14. What do different colors in my order history represent?

Grey = Your order is fulfilled
Green = Your order is being processed and all good
Yellow = Your order needs your immediate attention