frequently asked questions
You have questions? We have answers.
How do I sign in?
Click on My Account and enter your email address and password to sign in. If you forgot your password, simply click the Forgot Password link and we will email you the password. If you need further assistance, please call Customer Care at (347) 472-1242.
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.
What does it mean when my order is "Being Processed"?
We've received your order. If we forsee any issues with it, we will contact you. However, if you have any questions or changes, feel free to call or email us. We will do our best to accommodate you.
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 hours on a weekday and 48 hours on a weekend. An order cannot be canceled once it is marked "Being Packed."
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 has 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 contact Customer Care at (347) 472-1242 or email us at email@example.com.
How can I pay for an order?
We gladly accept Visa, Mastercard, American Express, Discover Card, and Paypal.
How can I place an order?
Orders can only be placed via the website www.freshpair.com.
How do I know if an item is in stock?
The item page and checkout will state if an item is in stock or on backorder. 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 added on orders shipped to California, Connecticut, District of Columbia, Florida, Hawaii, Louisiana, Mississippi, Missouri, New York, Tennessee and Texas. The tax rate is based on the county where you live. In some counties, 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 (347) 472-1242 to do so.
Do you accept personal checks?
We do not accept personal checks.
How can I cancel my order?
If it's "Being Processed," please call us immediately. 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 (347) 472-1242 or email us at firstname.lastname@example.org and we will be happy to assist you.
How will my order be shipped?
We will ship your order via DHL to your local post office for delivery to your door by USPS or via UPS. We ship via DHL and USPS to P.O. Boxes, APO/FPO addresses. We offer free shipping on all U.S. orders, including Alaska and Hawaii, and low flat rate shipping to other countries. The minimum for shipping offers does not include e-gift cards, since those are not physically shipped.
When will I receive my order?
Orders for in stock items being shipped via UPS (2 Business Day or 1 Business Day) are shipped same day if placed before 2pm EST, 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. Please click here to view 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 DHL and USPS.
Part of my order is backordered. Will you ship what you have or will I have to wait for the entire order?
Temporarily we only ship complete orders. This means that your order will ship when all items are received at our warehouse. We will charge your method of payment when your complete order ships.
Are international orders sent with free shipping?
Due to the high cost of shipping international orders, we are unable to offer free shipping on international orders.
If my order is shipped in multiple shipments, will I be charged twice for shipping?
No. You will only pay shipping once.
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 offer shipping to the following countries:
- Cayman Islands
- Costa Rica
- Czech Republic
- El Salvador
- French Polynesia
- Hong Kong
- New Zealand
- Saint Kitts and Nevis
- Saint Lucia
- Saudi Arabia
- South Africa
- Trinidad and Tobago
- United Arab Emirates
- United Kingdom
- United States
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 and instructions. 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?
Considering the delicate nature of our merchandise, we do not allow exchanges. Please contact our Customer Care center with any questions or concerns.
Where can I get a return form?
The return form can be found on the back of the invoice included in your order. If you no longer have the original invoice, please call customer service to request a return form.
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 & terms
Is shopping at Freshpair.com secure?
Yes! We take security seriously. All transactions are 100% secure and your information privacy is our most important concern. When you submit sensitive information, such as your credit card number, the information is encrypted and protected using SSL, the best encryption software currently available in the industry. In addition, our website participates in the Norton secured powered by VeriSign program.
Do you share or sell customers' personal information?
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 sign into My Account and select the Email Settings option or click the unsubscribe link at the bottom of any newsletter. 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 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.