COVID-19 CUSTOMER SERVICE UPDATE
We know that getting in touch with a customer service agent has been difficult, and appreciate your patience while we adjust our service to protect the health and well-being of our customers and our colleagues. We’re very sorry for the inconvenience, and truly appreciate your understanding.
We know that getting in touch with a customer service agent has been difficult, and appreciate your patience while we adjust our service to protect the health and well-being of our customers and our colleagues. We’re very sorry for the inconvenience, and truly appreciate your understanding.
Our response to coronavirus
We hope you and your loved ones are staying healthy and safe. As COVID-19 continues to impact the world, we’ve made the decision to extend the temporary closure of our stores. As soon as we have a new opening date, we’ll let you know. We’re determined to continue serving our communities in every way we can. So, we’ve stepped up our effort to make your online shopping experience as easy as possible. We look forward to seeing you in our stores again soon!
Frequently Asked Questions
In-store pickup
How do I pick up my Buy Online Pickup In-Store or Buy Online Ship to Store order?
If you recently purchased an order for in-store pickup, where possible, our store colleagues will be in touch to either hold the order for pickup when the store reopens, or to coordinate to have it shipped to your home. We know this is not ideal in any circumstance. We apologize for any inconvenience and appreciate your understanding. We're happy to assist answering any of your questions or cancel your order if needed. In the meantime, we're here for you 24/7 on macys.com or on the Macy's app.
If you recently purchased an order for in-store pickup, where possible, our store colleagues will be in touch to either hold the order for pickup when the store reopens, or to coordinate to have it shipped to your home. We know this is not ideal in any circumstance. We apologize for any inconvenience and appreciate your understanding. We're happy to assist answering any of your questions or cancel your order if needed. In the meantime, we're here for you 24/7 on macys.com or on the Macy's app.
How do I pick up my VIP Pre-Sale order?
Where possible, staff from the store will be in touch to either hold your order for pick up when the store reopens, or we'll coordinate with you to have it shipped to your home. If we hold your order, or are unable to contact you, you will have 7 days after stores reopen to pick up your merchandise. If the merchandise is not picked up, we will then process a return. We hope you understand and appreciate your patience.
Where possible, staff from the store will be in touch to either hold your order for pick up when the store reopens, or we'll coordinate with you to have it shipped to your home. If we hold your order, or are unable to contact you, you will have 7 days after stores reopen to pick up your merchandise. If the merchandise is not picked up, we will then process a return. We hope you understand and appreciate your patience.
Shipping & deliveries
Will my shipment be delayed?
We are working hard to deliver items in a timely manner. Due to COVID-19 and the increased safety measures we are taking, orders may be temporarily delayed beyond our standard shipping times. Furniture and mattresses are still being delivered as scheduled. For frequently asked questions on standard shipping times, click here.
We are working hard to deliver items in a timely manner. Due to COVID-19 and the increased safety measures we are taking, orders may be temporarily delayed beyond our standard shipping times. Furniture and mattresses are still being delivered as scheduled. For frequently asked questions on standard shipping times, click here.
Shopping, payment & returns
Can I still buy online?
Yes! The Macy's app and macys.com are open 24/7 for all your WFH, self-care, stay-comfy picks from top brands + new spring styles for you and your home. Plus, everyone gets Free Shipping at $25. Details Star Rewards Gold & Platinum members get Free Shipping, no minimum, when they use their Macy's Card on macys.com. Details
Yes! The Macy's app and macys.com are open 24/7 for all your WFH, self-care, stay-comfy picks from top brands + new spring styles for you and your home. Plus, everyone gets Free Shipping at $25. Details Star Rewards Gold & Platinum members get Free Shipping, no minimum, when they use their Macy's Card on macys.com. Details
Will you extend the return policy?
Yes! We’re giving you a longer period (60 days more!) beyond the original return date.
Start Your Online Return
Yes! We’re giving you a longer period (60 days more!) beyond the original return date.
Start Your Online Return
- For most purchases: you now have 150 days
- For jewelry, watches, dresses & small electrics: you now have 120 days
- For Macy’s Backstage purchases: you now have 90 days
- For Last Act Clearance: you now have 90 days
- For tech, Apple and Samsung purchases: you now have 75 days
Delayed Refunds
For the safety of our Colleagues, we have temporarily reduced staffing at our warehouses so it may take additional time to process your return. Please be assured that refunds for returns will be processed as soon as possible.
For the safety of our Colleagues, we have temporarily reduced staffing at our warehouses so it may take additional time to process your return. Please be assured that refunds for returns will be processed as soon as possible.
What about my Star Money rewards?
We’re also giving you extra time to shop with your Star Money, starting with rewards that expired on March 1, 2020. Rewards will be redeemable until at least June 1, 2020. Note: while the expiration date showcased in your Macy’s digital Wallet may not reflect this June 1 date, please rest assured that you will have until June 1 to redeem them.
We’re also giving you extra time to shop with your Star Money, starting with rewards that expired on March 1, 2020. Rewards will be redeemable until at least June 1, 2020. Note: while the expiration date showcased in your Macy’s digital Wallet may not reflect this June 1 date, please rest assured that you will have until June 1 to redeem them.
How can I pay my bill?
While our stores are temporarily closed, you can pay your bill by mail, phone, online or on the Macy's app. Details
While our stores are temporarily closed, you can pay your bill by mail, phone, online or on the Macy's app. Details
How can I manage my Macy's Card online?
Sign in to access your account 24/7 to
Sign in to access your account 24/7 to
- Make a payment
- Check your balance & available credit
- View recent transactions
- View or download your statement or sign up for paperless statements
- Update billing address, phone number & email address
- Apply for a Credit Limit Increase
If you haven't already enrolled for online access, it only takes a few minutes. Set up online access.
If you've already enrolled but need help signing in, recover your username or password.
Have more questions? Good news: we have more answers!
Please visit our Customer Service Help & FAQs here for payment instructions & more. For our latest press releases, click here.
Please visit our Customer Service Help & FAQs here for payment instructions & more. For our latest press releases, click here.