Contact Us
Phone
(877) 242-3317
Mon-Fri: 8am-9pm ET
Live Chat
Mon-Fri: 8am-9pm ET
Sat-Sun: 8am-5pm ET
Email
Frequently Asked Questions

Can I Cancel Or Change My Order?
At the moment, it is not possible to cancel or change your order because we prepare your order once you confirm it on the website.

If you change your mind, you can return your garments once you have received your order. For more information, consult the Returns & Exchanges section.

How Do I Return An Item Purchased On Theory.Com?
Click here to initiate your online return.

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.

What Is The Return Policy For Theory.Com?
Theory.com accepts returns received within 30 days from the date of receipt on items that are unused, unworn and have their original tags attached. Final Sale items are not eligible for return, exchange or credit without exception and merchandise is sold as is. Please allow 7 days for shipping.

*Extended Holiday Return Policy*
For gifts purchased on or after November 23, 2018 through December 25, 2018 we will gladly accept returns for a full refund within 30 days of receipt or January 14, 2019, whichever is later on items that are unused, unworn and have their original tags attached. For gifts purchased outside of this time frame, our standard return policy applies. Final Sale items are not eligible for return. Please allow 7 business days for shipping transit time.

Can I Obtain A Price Adjustment For An Online Purchase?
Yes, we offer a onetime price adjustment if an item is marked down on theory.com within 14 calendar days of your order placement date
  • To obtain a price adjustment for an online purchase, please contact us at 877.242.3317 or clientservice@theory.com within 14 days.
  • Adjustments will not be given on sale merchandise or promotional purchases.
  • Refunds and price adjustments will be issued in the original form of payment.

What are Theory's shipping rates and delivery times?
Shipping Method Service Shipping Charge Order Processing Estimated Delivery
Free* UPS SurePost Free Orders placed today will be processed within 3-5 business days due to high volume. Delivery occurs 5 to 7 business days after processing.
Standard* UPS Ground Free Orders placed today will be processed within 3-5 business days due to high volume. Delivery occurs 3 to 5 business days after processing.
Expedited UPS 2Day $18 Orders placed after 11 am ET will be processed the next business day. Delivery occurs 2 business days after processing.
Express UPS Standard Overnight $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.


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.Com Ship Outside Of The United States?
Theory.com currently ships 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 2Day or Standard Overnight shipping. Please note shipping to Alaska and Hawaii require additional shipping time.

We are unable to ship orders to international addresses.

Does Theory.Com Deliver on Saturdays?
UPS Ground, UPS 2Day, 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 for all 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: CA, CO, CT, FL, GA, HI, IL, IN, KY, MA, MD, MI, MN, ND, NJ, NV, NY, OK, PA, RI, SD, TX, VA, VT, WA and WI.

Please note: As of November 1, 2018, sales tax will be added in accordance with new state regulations for the following states: Hawaii, Indiana, Michigan, Minnesota, North Carolina, Oklahoma, Rhode Island, South Dakota, and Wisconsin.

What Forms Of Payment Do You Accept?
We accept American Express, Master Card, Visa, Discover, ApplePay, 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 or in any Theory store within the United States. To redeem a Theory Gift or eGift Card on Theory.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.

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 within the United States and online at Theory.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.

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 - 9:00 pm ET, excluding holidays.

What If I Have A Problem With My Theory.Com 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.

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 refund these items as soon as we receive them at our warehouses 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.