We’re sorry if your order arrived damaged, incomplete, incorrect, or didn’t arrive at all. We want to help resolve the issue as quickly and easily as possible.

How to get help

The fastest way to get assistance is to start a Chat Online using the link at the bottom of this page.

You can also call us at 1‑800‑289‑6229 (TTY: 711). Customer Care is available Monday–Sunday, 8:00 AM–10:00 PM ET. (Hours may vary on holidays.)

Reporting timeframes (important)

Please notify us within 30 days of the delivery date if there is an issue with your order.

Issues that must be reported within 30 days include:

• An order marked as delivered but not received
• Incorrect merchandise, including wrong color, size, or style
• Missing pieces, parts, or components
• Items that arrived damaged or defective

Reporting issues within this timeframe helps ensure we’re able to assist you promptly.

Before contacting us: check for small parts or accessories

Some items include parts or accessories that may be packaged inside the product for protection during shipping. Before reaching out, please check the following areas:

• Inside drawers, compartments, or hollow bases
• Beneath cushions or inside zippered covers
• Along fabric linings or dust covers
• On the back or underside of the item, where parts may be taped

Many accessories are secured this way to prevent damage during transit.

Orders from Third‑Party Sellers

Some items on macys.com are sold and shipped directly by Third‑Party Sellers.

If your item was sold and shipped by a third‑party seller:

• You’ll see a “Contact the Seller” option on your Order Details page
• Please report issues directly to the seller using that option
• Macy’s cannot process returns or exchanges for third‑party–sold items

Learn more about returns in our Return Policy.