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Phone
(877) 242-3317
Mon-Fri: 8am-7pm ET (excluding holidays)
Live Chat
Mon-Fri: 8am-6pm ET
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Frequently Asked Questions

How is Theory taking precautionary efforts with reopening stores?
We are closely monitoring updates and following guidelines as states begin to lift restrictions on operating retail stores. We will strictly abide by CDC recommendations and local governmental requirements to prioritize the protection of our employees and customers. Our teams and facilities are being constantly equipped with the proper training, tools, and sanitization materials necessary. Some of our new protocols include:

*Enhanced cleaning throughout the store with a focus on high touch surfaces.
*Face coverings worn by all employees.
*Daily employee health screening.
*Practice recommended physical distancing guidelines of 6 feet when engaging with other employees and with customers.
*Limit both store and fitting room capacity.
*Returns or product that has been tried-on in the fitting room will be held for a period of 48 hours prior to being made available to sell.

How do new COVID-19 protocols affect the in-store shopping experience?
*To protect customers and employees, effective June 1, 2020, all employees, customers over two years of age, vendors, and visitors are encouraged to wear a face-covering that covers the mouth and nose at all times while visiting Theory locations, unless required to wear a face-covering by local and state laws.
*At the register, we encourage customers to utilize contactless payment methods, including Apple Pay, Google Pay, and Tap to Pay and discontinue use of personal reusable bags.
*Please respect the recommended 6 feet of distancing when engaging with associates or other customers.
*Please note that MyTheory Loyalty Program perks such as alterations service & clothing repairs have been temporarily suspended.

Should you not want to shop in store, take advantage of our contactless shopping options including Virtual Styling, Theory Edit, and Curbside Concierge. Contact ClientService@theory.com for more information. Plus, Theory.com is available for you 7-days a week, 24-hours a day.

How has COVID-19 affected the return policy?
In response to COVID-19, we are accepting returns within 90 days from the date of receipt on any purchases made after March 24, 2020. Items must be unused, unworn, and have their original tags attached. Merchandise purchased at Theory retail stores & Theory.com at a discount of 41% off or more, or labeled as Final Sale, may not be returned or exchanged. Please allow 7 days for shipping.

For the mutual safety of our team and clients, all returns will be held for a period of 48 hours before we can process and return items to be sold again.

What alternative ways of shopping are you offering during this time?
We are working to continuously improve ways to connect with you safely while servicing your wardrobe needs. Our store teams are available for the following contactless shopping experiences:

*Theory Edit: Work with a stylist to receive a selection of our latest styles, curated just for you and delivered straight to your door. Keep what you love and return what you don’t—at no additional cost. To learn more or get started, email Concierge@theory.com.
*Curbside Concierge: Work with a store employee remotely to select, ring up, and package your items before you leave the house. Retrieve your purchase in the comfort of your personal vehicle. Contact your local store to coordinate. Store Locator
*Private Appointments: A one-on-one shopping experience to safely and comfortably accommodate shopping preferences. Availability varies by location. Theory will make best efforts to accommodate all special requests. Contact your local store to schedule your appointment. Store Locator
*Virtual Personal Styling: Shop from the comfort of your own home with one our retail team experts. Email Concierge@theory.com for more information.

For all additional inquiries, our Customer Service experts are available via email at ClientService@theory.com. We appreciate your patience as we work to address an increase in inquiries during this time.

How is Theory contributing to the COVID-19 relief efforts?
In support of efforts to combat the spread of COVID-19, Theory stands strong with Fast Retailing—our parent company—in the donation of ten million masks to high-priority medical facilities around the world. In our home state of New York alone, Fast Retailing is cooperating with the state government in order to deliver one million masks to the individuals and locations in urgent need of protective wear.

As this situation unfolds, we will continue to consider ways in which to provide support globally to those in need of assistance. To the doctors, nurses, scientists, and volunteers on the front lines, we thank you for your extraordinary leadership and sacrifices and are honored to be advocates for your health and safety.

Our hearts go out to all those affected by COVID-19, which we have seen knows no geographic or demographic boundaries. Through Theory for Good, we remain committed to building on our responsibility to our communities and to the environment.

Can I cancel my order?
If placed during Theory’s business hours of 8am – 7pm ET, we can attempt to cancel domestic orders within 1 hour. Please call Theory Client Service at 877.242.3317 immediately.
We do not guarantee the cancellation of any order. Please note—we are unable to cancel international orders.

Can I change my order?
Once an order is placed, we are unable to modify or change address. If within policy, we can attempt cancellation (see above). Please note—we do not guarantee the modification of any order. All purchases should be reviewed carefully before being submitted.

How do I return an item purchased on Theory.com?
Click here to initiate your online return for Theory.com and Theoryoutlet.com orders.

New and unused merchandise may also be returned for a refund in the original form of payment at a Theory retail store accompanied by an online invoice within 30 days of receipt. Theory.com merchandise cannot be returned to any Theory Outlet locations.
To initiate a return for an international order please click here.

What is the return policy for Theoryoutlet.com?
TheoryOutlet.com will accept returns or exchange merchandise in its original and unused condition, provided that all tags are attached and accompanied by an original receipt within 30 days of purchase at Theoryoutlet.com. Gifts purchased on Theoryoutlet.com may only be returned for store credit or exchanged within 60 days of original purchase. Merchandise purchased at Theory Outlet stores and Theory.com at a discount of 70% off or more, or labeled as Final Sale, may not be returned or exchanged. Please allow 7 business days for shipping transit time.
 

Does Theory.com price adjust?
We will gladly accommodate a one-time price adjustment on full-price items within 14 days of the order date only if item is in stock in the same color and size for US ONLY orders. To receive a price adjustment, please contact us immediately at ClientService@theory.com or call Theory Client Service at 877.242.3317. Final Sale items are excluded and other promotions may also be excluded.

What are Theory's shipping rates and delivery times?
Shipping Method Shipping Charge Order Processing Estimated Delivery
Surepost Free (U.S. Only) Orders placed today will be processed within 3-5 business days due to high volume. Delivery occurs 5 to 7 business days after processing.
Ground $4 (U.S. Only) Orders placed today will be processed within 3-5 business days due to high volume. Delivery occurs 3 to 5 business days after processing.
3Day $13 Orders placed after 11 am ET will be processed the next business day. Delivery occurs 3 business days after processing.
2 Day (Expedited) $18 Orders placed after 11 am ET will be processed the next business day. Delivery occurs 2 business days after processing.
Next Day (Express) $25 Orders placed after 11 am ET will be processed the next business day.  Delivery occurs the next business day.

*Delivery times go into effect the business day after you place an order. Shipping methods are only applicable to domestic orders.

YOU SHOULD ALSO BE AWARE THAT...
During sale periods and promotions the delivery time may be longer than normal.
When your order leaves our warehouses, after order confirmation once billing and credit information have been authorized and verified, we will send you an e-mail.
Please note that all orders are subject to verification.

Can Theory ship outside of the United States?
Theory.com and Theoryoutlet.com currently ship to all 50 United States, P.O. boxes and select U.S. Territories (American Samoa, Guam, Puerto Rico and U.S. Virgin Islands, please, allow additional time for orders shipped to these addresses). At this time, we are unable to ship to APO/FPO addresses.

Orders shipping to Alaska and Hawaii are not eligible for 3Day, 2Day, or Standard Overnight shipping. Please note shipping to Alaska and Hawaii require additional shipping time.

We now ship to select international countries: AE, AN, AR, AT, AU, BE, BM, BR, BS, CA, CH, CL, CO, CR, DE, DK, DO, EC, EG, ES, FI, FR, DE, GR, HK, ID, IE, IL, IN, IT, JM, JO, KE, KY, KZ, MC, MX, MY, NO, NZ, PA, PE, PH, PT, QA, RU, SA, SE, SG, TH, TW, UA, VE, VT.

Does Theory.com deliver on Saturdays?
UPS Ground, UPS 2Day, 3Day and UPS Standard Overnight shipping services are delivered on business days only.

Does Theory provide next day shipping?
Delivery by next business day is available when Express shipping is selected at checkout for orders placed by 11AM EST once billing and credit information have been authorized and verified. Allow one additional business day for orders received after 11AM EST.

Does Theory.com charge sales tax?
In accordance with individual state regulations, sales tax is automatically applied to your order if your shipping address is in one of the following states: AL, AZ, CA, CO, CT, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MS, NC, ND, NE, NJ, NV, NY, OK, PA, RI, SC, SD, TX, UT, VA, VT, WA and WI.

Please note: As of January 1, 2019, sales tax will be added in accordance with new state regulations for the following states: Iowa, Louisiana, Mississippi, Nebraska and Utah.

What forms of payment do you accept?
We accept American Express, Master Card, Visa, Discover, Apple Pay, PayPal, Theory Gift and eGift Cards.

Where are Theory gift and EGift cards redeemable?
All Theory Gift and eGift Cards are redeemable on Theory.com, Theoryoutlet.com or in any Theory store within the United States. To redeem a Theory Gift or eGift Card on Theory.com or Theoryoutlet.com, enter the card number along with the four-digit PIN at checkout. In the case your Gift Card does not have a PIN, please contact Theory Client Service for assistance at 1.877.242.3317 or ClientService@theory.com.

Why are there multiple charges on my credit card?
Orders may be split into multiple shipments and we only bill for items when they are shipped. The total of these smaller shipments should add up to the original order amount.

Can I purchase a Theory gift or EGift card online?
Yes, please click here to purchase a Theory Gift or eGift Card on Theory.com only (not Theoryoutlet.com).

What Is your gift/EGift card policy?
Theory Gift and eGift Cards purchased on Theory.com or in stores do not expire and are not refundable. Theory Gift and eGift Cards are redeemable for merchandise only at Theory stores (or Theory Outlet stores) within the United States and online at Theory.com and Theoryoutlet.com. Gift and eGift Cards cannot be redeemed for cash. Gift and eGift Cards cannot be replaced if lost or stolen.

How can I check my gift/EGift card balance?
To check the balance of your Gift/eGift Card, Click Check Balance and enter the Gift Card number and four-digit PIN.

How do I check the status of my order?
You can check the status of your Theory.com order at any time in My Account by signing into your account or directly in Order Status. In this case, you will have to enter your order number, billing zip code and email address.

Please note that it may take up to 48 hours after the package leaves our warehouse for the tracking information to appear in the shipment tracking system.
For Theoryoutlet.com orders, please click here.
For international orders, please click here.

Can I place an order over the phone?
Orders may be placed over the phone by simply contacting us toll free at 1.877.242.3317. We are available Monday through Friday 8:00 am - 7:00 pm ET, excluding holidays.

What if I have a problem with my Theory product?
If you have a problem with your product, please contact Client Service toll free at 1.877.242.3317 or email us at ClientService@theory.com.

What If I still have not received my order?
If your purchase has not arrived by the delivery date, check your e-mail as it is likely that you have received an e-mail informing you that the order has left our warehouse.

You can check the status of your Theory.com order at any time in My Account by signing into your account or directly in Order Status. In this case, you will have to enter your order number, billing zip code and email address.

Please note that during sale periods and promotions, delivery dates may be longer.
For Theoryoutlet.com orders, please click here.

Shipping to Freight Forwarder.
In the event a freight forwarding company address has signed for a package, the freight forwarding company assumes the responsibility for the contents. The freight forwarder is accountable for the package from the time of collection from the consignor, until the time of delivery. They are liable for any loss or damage occurring to any goods or consignment. This includes, but is not limited to: loss of merchandise, physical damage, theft, any mishaps that lead to delay in delivery or any financial loss arising due to mishap. Please contact the freight forwarding company directly for further assistance.

I have not received all the items in my order.
Check your e-mail to see whether we have sent you an e-mail informing you that one of the items in your order is not available. In this case, we will refund you the corresponding amount for this item and the delivery expenses via the same payment used for the purchase.

Remember that your purchase may have included various deliveries which will be received on different dates. Check your purchase confirmation e-mail to see if it applies.

If you have not received any e-mail and your purchase did not have various deliveries, please contact Client Service toll free at 1.877.242.3317 or email us at ClientService@theory.com.

How do I locate a style not listed on Theory.com?
To locate a Theory style that is not listed on Theory.com, please contact Client Service toll free at 1.877.242.3317 or email us at ClientService@theory.com.

The items received are incorrect or are defective.
If you have received an item which is defective or different to the one purchased, we will issue a refund for the defective/incorrect item(s) as soon as we receive them at our warehouse and inspect the condition of the garments. Restrictions may apply. Please contact Client Service toll free at 1.877.242.3317 or email us at ClientService@theory.com to coordinate the return.

Does Theory offer alterations?
Theory offers complimentary standard alterations on the following full-price merchandise (except leather, suede and beaded fabrics) purchased in a retail store and on Theory.com.

Men's and Women's pants-hems, including cuffed bottoms
Men's and Women's jackets-sleeves, at cuff only (not from shoulder)
Skirts-straight hems

This offer is not available on any sale items. Alterations can only be processed and completed in retail stores.
*Complimentary standard alterations available in Theory US stores only.
*In order to continue to protect our community, our free alterations service has been temporarily suspended due to new in-store protocols.