We’re sorry if your order arrived incomplete, damaged, defective, or incorrect—or if it didn’t arrive at all. We value you as a customer and want to resolve any issues quickly and easily.

How to get help

The fastest way to get assistance is to use Chat Online, available via the link at the bottom of this page.Or, you may call us at 1‑800‑289‑6229 (TTY: 711).
Live agents are available Monday–Sunday, 8:00 a.m.–10:00 p.m. ET (holiday exceptions may apply).

Important: Reporting timeframes

Please notify us within the timeframes below from the delivery date, depending on the issue:

You have 30 days to report:

• Non‑receipt (tracking shows the order as delivered)
• Wrong merchandise (including color, size, or style)
• Missing pieces, parts, or components

You have 60 days to report:

• Items that arrived damaged or defective

Locating Small Parts or Accessories

Before contacting us, please inspect your item thoroughly to ensure all components are accounted for:

• Check inside drawers, compartments, or hollow bases
• Look beneath cushions or inside zippered covers
• Examine fabric linings or dust covers
• Inspect the back or underside of the item for taped parts

Accessories are often secured in these areas to prevent damage during shipping.

Third‑Party Sellers:

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

If your order was shipped and sold by a third‑party seller, you will see a “Contact the Seller” option on the Order Details page. Please use this option to report issues directly to the seller, as Macy’s cannot process returns or exchanges for these items.

Click here for more info on our Return Policy