Retailers face more choices than ever when it comes to fulfillment: ship-to-home, same-day delivery, third-party courier pick-ups, and in-store or curbside pickup (BOPIS – Buy Online, Pickup In-Store). Is the traditional in-person pickup model fading away in favor of delivery and third‐party logistics? Data suggests that in-store/curbside pickup remains not only relevant but increasingly important, in a transformed, omnichannel context.
“44% of shoppers still prefer in-store retail, though they expect seamless digital integration.”
The Ongoing Strength of the Physical Store and Pickup
According to one 2025 report, 44% of shoppers still prefer in-store retail, though they expect seamless digital integration. In addition, online statistics for 2024 show that U.S. consumers spent roughly $5.927 trillion in brick-and-mortar stores vs. $1.337 trillion online, meaning physical stores remain the dominant channel. Within that broader context, services like BOPIS/curbside pickup are growing. For example, another report shows that 67% of U.S. shoppers used click-and-collect (i.e., BOPIS) in the past six months, and it expects 10% of all sales to be fulfilled via BOPIS by 2025. Projections estimate the U.S. BOPIS market could grow to over $500 billion by 2033. These stats suggest that the role of in-store/curbside pickup is far from gone, rather, it is being re-defined.
Do Retail Customers Prefer In-Store Pickup?
There are several reasons why BOPIS remains attractive to consumers:- Convenience and immediacy: Shoppers like the ability to order online and retrieve items quickly without shipping delays or fees. For many, avoiding shipping costs is a motivator.
- Omnichannel synergy: Pickup often leads to additional in-store purchases. One source reports that 67% of click-and-collect customers make additional purchases when they are in-store.
- Reduced logistics cost/risk: Fulfillment at or near a store can reduce shipping time and cost compared to long-distance home delivery. This also mitigates failed-delivery issues that plague last-mile logistics.
- Physical store as experience centre: For customers who still value touching and seeing products, or getting them immediately, the store plays a role digital cannot easily replicate.
The Rise of Last-Mile Delivery and Its Impact
41-53%
of logistics costs can be attributed to the last-mile, including ship to home.
31%
of the third-party logistic market is retail based.
66%
of consumers expect same-day delivery, and expectations are rising.
What this means for in-store pickup is that it needs to evolve. Stores should focus on offering a seamless omnichannel experience, integrating digital and physical, and optimizing logistics, according to this trend report.
How Should Retailers Think About Pickup in 2026?
For retailers aiming to make pickup work, here are some strategic considerations:
- Inventory visibility is critical. If a customer orders online expecting to pick up in-store, but inventory isn’t accurate, it undermines trust and defeats the convenience value.
- The pickup experience should be frictionless. That means clear signage, dedicated pickup counters or lockers, minimal wait, and communication. Think notifications when the order is ready, parking guidance for curbside, or digital lock-code retrieval if using lockers.
- Think of the pickup point as an opportunity, not just for fulfilment, but for engagement. Many pickup customers make additional purchases in-store. If the pickup counter is well integrated with store flow, it can drive incremental revenue.
- Consider alternatives like store-based lockers or automated pickup kiosks as part of the fulfilment strategy. These can reduce labour, allow 24/7 access, and integrate with online ordering workflows.
- Revisit economics. Last-mile costs remain high and consumers continue to expect speed and convenience. Pickup models offer a cost-effective alternative. Incorporating pickup effectively can mitigate some of the delivery burden.
Has delivery replaced pickup?
Quite the opposite. In-person pickup remains a relevant and strategic component of the modern retail fulfilment mix. It’s not going away, but it must be re-imagined. Shopper expectations are increasing and last-mile delivery is becoming more complex and expensive. Retailers who invest in seamless, frictionless pickup models, digital-to-physical integration, locker deployments, and store fulfillment workflows, will find themselves better positioned to win and retain customers.
For retailers seeking to elevate their pickup experience, solutions like those from Luxer One offer smart locker systems designed for retail environments. These systems provide an elegant way to deliver online-orders-to-store and allow customers to retrieve them on their schedule, making the in-person pickup model even stronger. Lockers can reduce labour, increase convenience, enable after-hours access, and leverage the store as a fulfilment hub.
If you’re exploring how to strengthen your in-store pickup offering, learn about how smart locker infrastructure can support your omnichannel strategy and turn pickup into a competitive advantage.
