Frequently Asked Questions

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


Browsing and Ordering
3. What if I cannot find a particular item in the store’s assortment on the App?
4. What if an item I ordered is not available?
5. How do I place an order on SYW Relay™?
6. What if I want to return or exchange an item?


Order Fulfillment
7. How do I pick up my order?
8. What is the SYW Relay™ Station, and where is it located?
9. How is SYW Relay™ different from the store’s same-day delivery service?
10. Can I track my delivery?
11. Is alcohol beverage delivery available in my location?
12. Will I need an ID to accept delivery?
13. Does SYW Relay™ mark up the price of alcohol?
14. Why did the SYW Relay™ Runner Scan my ID?
15. Must the person accepting my order be 21?
16. Do you deliver alcohol to office buildings or my job?
17. Can you deliver alcohol to my home?
18. The SYW Relay™ refused to deliver my alcohol order; can he/she do that?
19. If I am not home to accept delivery, can you leave the package on my doorstep?
20. Does SYW Relay™ have its own alcohol inventory?
21. How does SYW Relay™ determine the price for alcohol beverages?
22. Can I return or exchange the alcohol beverages that I purchased?


1. What is SYW Relay™ ?
SYW Relay™ lets you shop your favorite local stores from the comfort of your mobile phone. Simply search and browse tons of local stores wherever you are - shop from your couch, at work, or on the go! SYW Relay™ lets you do your shopping however you like, whenever you like. Order groceries from your favorite supermarket from your phone, and find them waiting for you after work. Find the perfect gift for tomorrow’s birthday party without having to go to the mall. Get all your weekend shopping done from your phone and with one quick stop. You can either select specific items on the app, or you can chat with a SYW Relay Runner to make a request. Just order by 12:00 pm and our team of Runners will locate, purchase, and deliver your items to one of our convenient pick-up points (home delivery may also be available in certain markets).


2. How can I find out if SYW Relay™ is available in my area?
You can search the directory of locations currently supported by entering your city and state, zip code or mall name on the home screen following the login process.


3. What if I cannot find a particular item in the store’s assortment on the App?
If you cannot find a particular item already listed in the SYW Relay catalog, you can contact a SYW Relay™ Runner. Just describe the item you want (e.g., item, style, fit, color, size, other) to the Runner. The Runner will look for the item you want on their run that day. If the item is found, the Runner send you a message with a picture of the item, along with price details, and an option to directly purchase that item. There is no additional charge for this service by the Runner.

4. What if an item I ordered is not available?
Occasionally, an item you select on SYW Relay™ may be unavailable in the store. If that happens, the Runner will contact you via SYW Relay™’s push notifications and/or chat feature to suggest a substitution item with details including picture, price, brand, size, color, etc. You will have the option to ‘accept’ or ‘decline’ the substitution proposal. The substitution item is purchased only if you accept it.

5. How do I place an order on SYW Relay™?
It’s easy to place an order on SYW Relay™. To start shopping:



6. What if I want to return or exchange an item?
Returns and exchanges can easily be requested directly on SYW Relay™. To initiate a return, simply go to the ‘Order History’ tab on SYW Relay™, select the order from which the item(s) needs to be returned, swipe left to expose the Return option, and follow the simple steps to schedule a return.

Once the Return request is processed, take the item(s) to return to the SYW Relay™ station where you picked up your order. Your account will be credited for the amount of the item(s) being returned. Return policies may vary depending on the store the item was purchased from. Alcohol beverages cannot be returned or exchanged once delivered. See individual merchant return policies for all applicable merchant return policies.

Return Item 1 Return Item 2 Return Item 3

To initiate an exchange, simply go to the ‘Order History’ tab on SYW Relay™, select the order from which the item(s) needs to be exchanged, swipe left to expose the Exchange option, and follow the simple steps to schedule an exchange.

To initiate an exchange, simply go to the ‘Order History’ tab on SYW Relay™, select the order from which the item(s) needs to be exchanged, swipe left to expose the Exchange option, and follow the simple steps to schedule an exchange.

Return Item 4 Return Item 5 Return Item 6

7. How do I pick up my order?
When you place your order, you will select from one of our convenient pick-up locations. Just go to the pick-up location between 5 and 7 pm to get your order. It will be packed and ready for you.

8. What is the SYW Relay™ Station, and where is it located?
The SYW Relay™ Station is a designated location where you can come to pick-up your orders, drop-off any returns or exchanges, or meet with a SYW Relay™ representative with any questions. For orders that you pick up, the SYW Relay™ representative will verify your identification with a driver’s license or other valid ID, confirm the items in the order, hand over the package and answer any questions that you may have. Note that not every Kmart or Sears has a SYW Relay™ Station.

A valid Driver’s License or State Issued ID Card with the purchaser’s information and the order confirmation are needed to pick up an order. Order confirmation email or order history can be shown as proof of purchase to pick up the order.

9. How is SYW Relay™ different from the store’s same-day delivery service?
The SYW Relay™ program is not a service provided by a mall or the stores shown on the APP. SYW Relay™ is separate and independent from any mall’s or store’s same-day delivery service.

10. Can I track my delivery?
You can track your order in real time from the SYW Relay™ mobile app in the ‘Order History’ section.

Alcoholic Beverages

11. Is alcohol beverage delivery available in my location?
Alcoholic beverages are not available in all locations or from all retailers on SYW Relay™. If alcohol delivery is not available, you will not see alcohol listed in the App catalog.

12. Will I need an ID to accept delivery?
Yes. SYW Relay™ takes underage drinking very seriously. Members ordering alcohol on SWY Relay will be required to confirm they are 21 or older. When the order is delivered, a recipient 21 or older must be present to sign for the delivery and show proof of legal age with a valid photo ID, as well. Acceptable forms of ID include: Driver’s License, State issued ID Card, U.S. Passport, U.S. Immigration Card, and U.S. Military ID. The ID must be valid and not expired.

13. Does SYW Relay™ mark up the price of alcohol?
Yes. SYW Relay™ takes underage drinking very seriously. Members ordering alcohol on SWY Relay will be required to confirm they are 21 or older. When the order is delivered, a recipient 21 or older must be present to sign for the delivery and show proof of legal age with a valid photo ID, as well. Acceptable forms of ID include: Driver’s License, State issued ID Card, U.S. Passport, U.S. Immigration Card, and U.S. Military ID. The ID must be valid and not expired.

14. Why did the SYW Relay™ Runner Scan my ID?
SYW Relay™ Runners use ID verification scan technology to confirm that your ID is a valid form of identification. SYW Relay™ does not keep your driver’s license information or other personal information from the ID. The technology only verifies the authenticity of the ID.

15. Must the person accepting my order be 21?
Yes. SYW Relay™ will not deliver the order to anyone 21 years of age or younger.

16. Do you deliver alcohol to office buildings or my job?
Yes. We will deliver to your office building or job if the delivery location is a designated SYW Relay™ Station. Certain office building regulations may apply. You may have to receive your order in the lobby.

17. Can you deliver alcohol to my home?
We can deliver alcohol to homes in some locations as long as the recipient is the original SYW Relay™ Member who placed the order, is 21 years or older, and can receive and sign for the order. Runners will request a valid ID. Alcohol products cannot be dropped off or left unattended for any reason.

18. The SYW Relay™ refused to deliver my alcohol order; can he/she do that?
Yes. SYW Relay™ Runners can refuse delivery if the Member cannot produce a valid form of ID, is underage, intoxicated or appears intoxicated. If a Runner withholds your alcohol order, you will receive a credit to your credit card and the alcohol will be returned to the licensed retailer.

19. If I am not home to accept delivery, can you leave the package on my doorstep?
No. Alcohol can only be delivered to an individual 21 years or older, and SYW Relay™ orders can only be turned over to the individual who placed the order. The person at the delivery address who is over 21 years of age with proper identification who receives the delivery is conclusively presumed to be authorized to receive the delivery. If no one is available to accept delivery, we will cancel the alcohol order and you will receive a credit on your credit card and the alcohol will be returned to the licensed retailer. Alcohol products cannot be dropped off or left unattended for any reason.

20. Does SYW Relay™ have its own alcohol inventory?
No. SYW Relay™ delivers alcohol on your behalf. SYW Relay™ does not sell alcohol beverages. SYW Relay™ does not have its own alcohol inventory nor does it warehouse alcohol. The alcohol beverages you purchase are reviewed, approved and sold by the licensed retailer. The charge for alcohol beverages is processed directly by the licensed retailer, whose name will be listed on your credit card statement as the merchant of record for the purchase. Applicable taxes will be charged by the licensed retailer.

21. How does SYW Relay™ determine the price for alcohol beverages?
The price you pay will always be the same price offered in-store by our participating, licensed retailers. You are purchasing directly from the licensed retailer. Taxes will be paid on the sale.

22. Can I return or exchange the alcohol beverages that I purchased?
Once the alcohol beverage has been delivered to you, it cannot be returned or exchanged. You can cancel the order up until delivery.