Overview
To enhance the contactless delivery experience for customers increasingly shopping online, Lowe’s has announced plans to install self-service contactless pickup lockers in all U.S. stores by the end of March 2021. These Buy Online Pickup In Store (BOPIS) retail parcel lockers are available at over 1,700 locations and use advanced technology to offer a safer, more convenient way for customers to retrieve same-day online orders.
Context and Goals
In response to shifting shopping habits during the pandemic, Lowe’s accelerated its transition to cloud-based infrastructure for Lowes.com and introduced curbside pickup to support growing online demand. With contactless services becoming a lasting preference, this new investment aims to streamline the shopping experience by eliminating checkout lines and allowing customers to quickly access their orders, especially during the busy holiday season.
How the Lockers Work
These smart parcel lockers feature secure, digital technology that generates a scannable barcode when an order is ready. Customers receive an automated email with the barcode and can pick up their items by scanning it with their smartphone—no need to wait in line, interact with staff, or touch shared surfaces.
Safety and Convenience Benefits
- Eliminates waiting in checkout lines
- Minimizes person-to-person contact and shared touchpoints
- Speeds up in-store pickup
- Gives customers control over pickup timing
Leadership Perspective
Joe McFarland, Lowe’s executive vice president of stores, emphasized the company’s commitment to safety and convenience:
“Our top priority is keeping our associates and customers safe while offering more flexible shopping options. With over 60% of online orders picked up in-store, these lockers provide added convenience and control over how and when customers receive their purchases.”
Availability and Rollout Timeline
The lockers are already available in cities like Charlotte, Philadelphia, and across the New York, New Jersey, and Connecticut tri-state area. Lowe’s plans to expand to major metro areas, including Florida, Washington, and Texas—by Thanksgiving. Installation is planned across all U.S. locations by the end of March 2021.
Digital and Delivery Investments
This initiative builds on Lowe’s broader efforts to enhance its digital platforms, in-store technology, and delivery network to meet the rising demand from DIY and professional customers.
Technology Partner
The locker solution is powered by Parcel Pending by Quadient, a leading provider of package management systems.
Industry Trends
A McKinsey & Company study supports this trend, revealing that 60% of U.S. consumers using BOPIS intend to continue doing so post-pandemic.
About SMARTECH
SMARTECH, a global leader in parcel locker solutions, extends its award-winning expertise beyond Sing and Display, Print Finishing equipment, and Mailing Solutions. Operating across Australia, New Zealand, Asia, and North America, SMARTECH provides localised support and cutting-edge technology to a range of industries. Smart Parcel Lockers by SMARTECH is a leading provider of package management solutions for residential, commercial, retail, and university properties. SMARTECH offers a wide range of solutions, ensuring the simple and secure delivery and retrieval of packages and online orders. Its mission is to optimise business operations, reduce costs, and enhance efficiency through innovative parcel locker technology.
Q&A
What are Lowe’s smart parcel lockers and how do they work?
Short answer: They are self-service, contactless pickup lockers for Buy Online, Pickup In Store (BOPIS) orders. When a customer’s order is ready, Lowe’s system generates a secure, scannable barcode and emails it to the customer. At the store, the customer scans the locker’s barcode with a smartphone to retrieve the order—no checkout line, no staff interaction, and no shared touchpoints required.
Why is Lowe’s investing in contactless pickup lockers now?
Short answer: Changing shopping habits during the pandemic drove rapid growth in online demand. Lowe’s accelerated cloud migration for Lowes.com, added curbside pickup, and is now scaling lockers to make contactless fulfilment faster and safer. With over 60% of Lowe’s online orders picked up in-store—and a McKinsey study showing 60% of BOPIS users intend to keep using it post‑pandemic—the lockers streamline a preferred shopping method, especially during peak seasons.
Where are the lockers available, and what is the rollout timeline?
Short answer: Lockers are available at more than 1,700 U.S. Lowe’s stores, with installation planned across all locations by the end of March 2021. They were already in cities like Charlotte and Philadelphia and across the NY–NJ–CT tri‑state area, with expansion to major metro areas—including in Florida, Washington, and Texas—targeted by Thanksgiving.
How do the lockers improve safety and convenience versus traditional pickup?
Short answer: The process eliminates waiting in checkout lines and minimises person‑to‑person contact. Customers receive an automated email with a barcode and use their smartphone to unlock the compartment, reducing touch points and time in store while giving them control over when they collect their orders.
Who provides the locker technology at Lowe’s, and how does SMARTECH relate?
Short answer: Lowe’s locker solution is powered by Parcel Pending by Quadient. Separately, SMARTECH is a global leader in parcel locker solutions operating across Australia, New Zealand, Asia, and North America. SMARTECH provides smart parcel lockers and related technologies for residential, commercial, retail, and university properties, aiming to optimise operations, cut costs, and enhance last‑mile efficiency.
