Top search terms
FAQs
ORDER STATUS
WHY DID MY ORDER SHIP LATE?
Sorry for the confusion.
The good news is you’ll receive your order by the expected date.
Sometimes our warehouse processing takes a bit longer than expected which may affect your shipping date. This doesn’t impact your delivery date, however.
Just a reminder – our delivery time frame should be 7-15 days.
WHY DID THE CONSUMER PROTECTION GROUP (CPG) PUT MY ORDER ON HOLD?
Your shopping security is our highest priority.
To safeguard your information and reduce potential risk, we conduct additional verifications when an order doesn't look quite right.
We double-check things like:
Multiple orders placed under one account within 48 hours
First time order with a high dollar amount
Shipping to an address that doesn't match your billing address
Orders submitted with a coupon discount in excess of 80%
WHY DID THE SALES RECOVERY (SR) PUT MY ORDER ON HOLD?
Your shopping security is our highest priority.
At times our Sales Recovery Team needs additional information before we can send your order.
We require additional info for things like:
Missing or miskeyed credit card information
Transaction denied by issuing bank
Issuing bank requires additional information
Transaction denied by Comenity Bank
WHY DID MY ORDER STATUS CHANGE FROM AVAILABLE TO BACKORDERED?
Our apologies. We know this is frustrating.
When you placed your order, the item was available. But stock depleted as we filled orders, and at shipping time the merchandise was no longer in stock and was placed on backorder. Your invoice will display the date we expect to ship your pending backorder. You will not be charged for backordered items until they ship
WHY DOES TRACKING INFORMATION SHOW "NOT FOUND"?
If you don’t get your package in the next three business days, contact us.
Sometimes tracking information shows as “not found” if the shipping label does not scan properly. If it has been more than 20 business days since you’re expected delivery date, contact us. We will issue you a credit and gladly re-order your item for you.
WHAT SHOULD I DO IF I RECEIVED THE WRONG ITEM
Received An Incorrect Item?
Please place a new order on our website and return the incorrect item using the instructions on the back of the packing slip. Or, please email us. We'll issue a credit for the incorrect item to the original credit card, and charge your card for the correct item once it's shipped.
*For International orders, please email us.
WHAT SHOULD I DO IF AN ITEM IS MISSING FROM MY ORDER?
Missing An Item From Your Order?
If an item is missing from your package but listed on the packing slip as shipped, it may have shipped separately or be backordered. Check your Order Status here. If the item is not backordered, please email us.
SHOPPINGWHY ISNT THE PRICE IN MY SHOPPING BAG THE REDUCED PRICE?
Discount not applied at checkout?
Be sure to check the offer carefully. Sometimes only specific colors or sizes are offered at the reduced prices. Still have questions? Contact Us. We're happy to help.
DOES THE ITEM COME IN OTHER SIZES, COLORS, LENGTHS, ETC.?
Be sure to check online for our most updated selection of sizes, colors and silhouettes.
HOW DO I SHOP FROM THE CATALOG?
See something in our catalog you want to purchase?
Just enter the catalog item number in the search box—there’s one at the top of every page. Then, follow the prompts to complete your order.
Still don’t see what you’re searching for? Contact Us.
RETURNS
WHEN WILL I RECEIVE MY RETURN CREDIT?
Returns take about two weeks to process—including transit time to our warehouse.
Once we receive your return, we try to process it within two business days. Refunds back to your payment method vary depending on your provider, but generally take three days to post.
Once your return has been processed, it will be listed as returned- along with the date it was processed. Check order status here.
If you're a registered user, or gave your email address to us over the phone, we’ll send a return received email once we’ve received your return—and a second email once we’ve processed it.
WHY IS MY RETURN CREDIT LESS THAN MY ORDER TOTAL?
Refunds are for the merchandise amount plus any applicable tax.
If you used our pre-paid return label, $10.99 was deducted from the merchandise total. The original shipping and handling is non-refundable.
WHY DID YOU CREDIT ME WHEN I WANTED AN EVEN EXCHANGE?
Exchanges are processed as new orders.
First, we issue a refund for the returned merchandise. Then, we process your exchange and charge for the merchandise amount only. There is no charge for shipping and handling.
WHY WAS MY EXCHANGE TOTAL GREATER THAN MY ORIGINAL ORDER?
Check your exchange order carefully.
Depending on the price of the original purchase and the price of the new item, you will see either a credit or debit to your account—or the transactions might offset one another.
Occasionally, the exchange order does not capture the correct price. Please contact us if you believe there is an error. We’re happy to adjust the price. The difference will go back to your original method of payment.