Home : Customer Care : FAQ
Toll Free (866) 373-7472
FAQ
You have questions. We have the answers. Here are answers to some of the most frequently asked questions regarding your account, shipping, returns, privacy & more.
My Account
How do I log in?Click on My Account, and enter your email address and password to log in to your account. If you forget your password, simply click the Forgot Password link and we will email you the password. You can change your password once you have logged in. If you need further assistance, please call Customer Care at (866) 373-7472.
How do I track my order?You may track your order by logging into the My Account section, or by entering the order number and billing zip code in the Customer Care section. Once logged in, you will be able to click on the tracking information.
What does it mean when my order is "Being Processed?"Orders that have not shipped are marked as Being Processed.
What does it mean when my order is "Being Packed?"Orders marked as "Being Packed" are currently being prepped for shipping and will leave the warehouse within 24-48 hours. An order cannot be canceled once it is marked "Being Packed."
How do I change my password?To change your password, simply log into My Account and choose the Change Password option.
Where is my order?Log into My Account to check the shipping status. Once the order ships, you will receive an email confirmation which will contain a tracking number. For any questions or concerns regarding your order, please feel free to contact us.
When will my backordered item arrive?We receive shipments from most of our manufacturers on a weekly basis. Backorders typically take 14-21 days. As soon as the item(s) arrive at our warehouse, we will expedite the processing of your order. You will receive a confirmation email with a tracking number once it ships. Your credit card will not be charged until your order is shipped.
Should your order be delayed beyond the anticipated time, we will contact you with more details. If you have any questions about your order, please feel free to contact Customer Service at (866) 373-7472 or email us at customercare@freshpair.com
How can I pay for an order?We accept Visa, Mastercard, American Express, and Discover Card.
Ordering
How can I place an order?Orders can be placed via the website or by calling toll free (866) 373-7472.
How do I know if an item is in-stock?We try our best to ensure that all items are constantly in stock. However, if an item is out of stock, we usually expect it to be delivered in 5-10 business days. Most of our manufacturers send shipments on a weekly basis. We will contact you within 24 hours (not including weekends or holidays) if the items are backordered.
Do I need to pay sales tax?Sales tax is charged for all customers located in the states of New York and Texas. The tax rate is based on the county where you live. The rates vary from 0% to 5.5%. In some counties of New York State, there is no sales tax for individual clothing items under $110. If you are required by your location to pay tax, it will be calculated automatically in the last step of the checkout process.
New York has a tax-free week. If I place my order during that week, but it doesn't ship during that week, will I be charged tax?Sales tax will not be charged on any orders that are placed during tax-free week, regardless of when they ship.
Can I re-open an order that has been canceled?Yes, we'll just need to reauthorize your credit card. Please call Customer Care at (866) 373-7472 to do this.
Do you accept personal checks?We do not accept personal checks.
How can I cancel my order?Once an order shows that it is "Being Packed," we cannot cancel it.
Can I order something that is not on your website?In some cases, special orders can be placed for items that are not usually found on the website. Please contact Customer Care at (866) 373-7472 or email us at customercare@freshpair.com we will be happy to assist you.
Shipping
How will my order be shipped?We will ship your order via the United States Postal Service or via UPS. We ship United States Postal Service to P.O. Boxes, APO and FPO addresses. Standard delivery times are 5-9 business days. Shipping is FREE within the U.S. only, including Alaska and Hawaii. Deliveries to Alaska and Hawaii may take longer than the time specified above.
When will I receive my order?Orders for in-stock items are shipped within 24-48 hours, excluding weekends and holidays. Due to our extensive selection of styles, sizes and colors, some items may be periodically backordered. We will contact you within 24 hours (not including weekends and holidays) if any portion of your order is backordered. Once your order has shipped, we will send you an email confirmation including a tracking number. Below is information about shipping methods and transit times.
How do packages appear when shipped?All packages are shipped discreetly in plain packaging. There are no stickers or promotional slogans on the packaging other than those of the carrier.
Do you ship to APO addresses and PO Boxes?Yes. We ship to APO and PO Box addresses using the US Postal Service Priority Mail.
Part of my order is backordered. Will you ship what you have or will I have to wait for the entire order?We will ship the portion of your order that is in-stock. You will receive a shipping confirmation with a tracking number once we ship. And we will contact you to let you know what item is on backorder so you have the option to change color and style if you'd like.
Are international orders sent with free shipping?Due to the cost of shipping international orders, we are unable to offer free shipping.
If my order is shipped in multiple shipments, will I be charged twice for shipping?Our shipping is free unless it's expedited or international. With international orders, we ship only the complete order to save you the cost of paying shipping/customs twice. With expedited orders, you will only pay shipping once. We will send the portion of your order that is in-stock with your requested expedited shipping and then we will send the backordered items via Priority Mail once they arrive to our facility. Priority Mail generally takes 3-5 business days.
When ordering, can I use a Third Party billing as my shipping method?Unfortunately, we do not accept third party billing at this time.
What countries do you ship to?We currently ship to the following countries:
| Argentina Australia Austria Belgium Brazil Canada China Costa Rica Czech Republic Denmark |
Finland France Germany Greece Hong Kong Iceland Ireland Israel Italy Japan |
Korea Kuwait Liechtenstein Luxembourg Netherlands New Zealand Norway Philippines Poland Portugal |
Saudi Arabia Singapore Spain Sweden Switzerland Taiwan Turkey United Arab Emirates United Kingdom United States |
Returns
How do I return something?To return an item, please view our complete Return Policy to make sure that the item(s) meet our returns criteria. Once processed, we will issue a credit for the returned items onto the credit card that was originally used.
How do I exchange an item?To exchange an item, please view our complete Return Policy to make sure that the item(s) meet our returns criteria. We will credit the returned items back onto the card that was originally used. Please include a note specifying what items you would like us to ship to you. Also be sure to include your credit card number and expiration date as we do not keep it on file.
How do I know if an item is on clearance and is non-returnable?All clearance items are clearly marked on the website and on your receipt.
Once I send back my return, how long does it take for the credit to appear on my account?Once we receive your return, it may take up to 2 weeks to process. When we process it, we will email or call you to let you know that your card has been credited. Credits can take up to 72 hours to post to your card depending on the type of card and issuing bank.
Privacy & Security
Is shopping at Freshpair.com secure?Yes! You should feel completely secure ordering from us. All transactions are 100% secure and your safety is our most important concern.
Do you share or sell customers' personal information?No. Our Privacy Policy guarantees that your information will not be disclosed. We use this information only for orders you place.
Miscellaneous
How do I sign up for your newsletter if I have not purchased anything?Sign up for our newsletter here.
How do I unsubscribe from your newsletter?To unsubscribe, simply log in to My Account and select the Email Settings option. Or if you would prefer, please feel free to contact us and we will be happy to assist you via phone.
Do you have any retail stores?Freshpair.com operates entirely online and does not currently have any retail locations. To view our latest products, please visit our complete catalog on the website.
Do you have a printed catalog?Due to our frequently expanding list of products, we currently do not have a printed catalog. All of our products can be found on the website.
How do mail-in rebates work?Our mail-in rebate promotions are offered through the manufacturer of the product. To take advantage of the rebate, simply mail the completed Rebate Form to the manufacturer with your receipt and they will send you the rebate or product specified. If you have any questions about mail-in rebates, feel free to contact us and we will refer you to the correct manufacturer. The Rebate Form was either emailed to you in your order confirmation and shipping confirmation or a paper coupon was included in the shipment. To download the coupon again, you may do so from the product description page.
Do you offer gift-wrapping?No, we currently have no Gift Wrapping services.
How do I contact the manufacturer of my items?Please contact us and we will be happy to assist you.
