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

Can I cancel my order?
Yes, you can cancel an order shipping within the USA within 1 hour of the order being placed from either the order confirmation page after submission or by signing into your account. Find the order in your order status, if the "Cancel Order" button is disabled, the window to cancel has passed and your order is not eligible for cancellation. We're unable to cancel an order beyond this time period. Your payment method will not be charged if we are able to cancel your 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 Theory.com?
Theory.com will accept return 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 Theory.com. Gifts purchased on Theory.com may only be returned for store credit or exchanged within 60 days of original purchase. Merchandise purchased at Theory.com at a discount of 41% 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 ships to all 50 United States, select U.S. territories, APO/FPO/DPO and select International countries: AE, AL, AM, AR, AT, AW, AZ, BB, BD, BE, BG, BM, BN, BO, BR, BS, BY, BZ, CA, CH, CL, CO, CR, DE, DK, DO, DZ, EC, EE, EG, ES, ET, FI, FR, GR, GS, GT, GY, HN, HR, HT, HU, ID, IE, IL, IN, IQ, IS, IT, JM, JO, KE, KG, KH, KY, LK, LT, LU, LV, MA, MC, MD, ME, MN, MO, MP, MT, MU, MV, MX, MY, NG, NI, NL, NO, NP, NZ, OM, PA, PE, PF, PH, PK, PL, PT, PY, QA, RO, RS, RU, SA, SE, SI, SR, SV, TC, TH, TN, TT, TZ, UA, UY, UZ, VE, VN, ZA, ZM.

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.


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, AR, AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MS, NC, ND, NE, NJ, NM, NV, NY, OK, PA, RI, SC, SD, TN, 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, Klarna, UnionPay, Alipay, Affirm, WeChat Pay Theory Gift Card and eGift Cards.

Where are Theory gift and a e-gift 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 e-gift 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 and e-gift 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 or e-gift 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.

What is same-day delivery?
Customers can place an order on Theory.com and get it delivered the same day to most New York City addresses. Same-day delivery is available 7 days a week, for customers in select areas and ZIP codes. Holiday delivery times may vary.

How do I place an order for same-day delivery?
Same-day delivery orders can only be placed online at Theory.com. If the products are eligible and you order before 12:00p.m. local time, you will see same-day delivery as an option in checkout. If you order after the deadline, you will see tomorrow as an option in checkout. Please note this service requires a signature at the time of delivery.

When will my same-day order arrive?
Orders placed before 12:00p.m. local time will be delivered by 7:00pm. Orders placed after 12:00pm will be delivered by 7:00p.m. the following day.

Who will be delivering my same-day order?
We offer same-day delivery through DoorDash. The Dasher will be in touch with you about your order. Signature will be required upon delivery.

What if I am not available when the same-day delivery partner arrives?
If our delivery partner attempts delivery, but you are not available, your order will be returned to the store, and a full refund of your order and shipping costs will be completed within 48 hours of it being returned.

Why are some products not available for same-day delivery?
Most products that are in stock at the store will be available for same-day delivery.

What if I don't receive my same-day delivery?
Check the tracking link in your shipping confirmation email or log in to your Theory.com account to check the status of your order.

• Once the Dasher accepts your order, you will be notified via text message.
• If we are unable to fulfill an item for SDD, we will contact you to arrange shipment via UPS to your address. Please note we are unable to modify delivery address for any theory.com purchases.
• If our delivery provider was unable to deliver your order, the tracking link will show Returned Back to Sender. The product will be returned to the store and your payment will be refunded within 24 hours.

Does Theory ship outside the United States? If so, which countries do you ship to?
Yes! To ship internationally, we partner with Global-e. Global-e is a trusted global ecommerce vendor whose solution allows Theory to provide the best possible user experience to our international customers. Please select the flag icon in the top right corner or the dropdown menu on mobile devices to see which countries we ship to and select accordingly. This will change the currency on the website. Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other customs fees.

Theory.com ships to all 50 United States, select U.S. territories, APO/FPO/DPO and select International countries: AE, AL, AM, AR, AT, AW, AZ, BB, BD, BE, BG, BM, BN, BO, BR, BS, BY, BZ, CA, CH, CL, CO, CR, DE, DK, DO, DZ, EC, EE, EG, ES, ET, FI, FR, GR, GS, GT, GY, HN, HR, HT, HU, ID, IE, IL, IN, IQ, IS, IT, JM, JO, KE, KG, KH, KY, LK, LT, LU, LV, MA, MC, MD, ME, MN, MO, MP, MT, MU, MV, MX, MY, NG, NI, NL, NO, NP, NZ, OM, PA, PE, PF, PH, PK, PL, PT, PY, QA, RO, RS, RU, SA, SE, SI, SR, SV, TC, TH, TN, TT, TZ, UA, UY, UZ, VE, VN, ZA, ZM.

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.

How does it work?
All international orders are facilitated by our partner, Global-e. Global-e will be the merchant of record on all international shipping documentation, as well as on your billing statement. Once the order is placed, Theory will ship your order. From here the appropriate international documentations (such as import paperwork) will be added to your package and shipped to your final shipping address. Please note that we are unable to control any delay in delivery due to customs. Please contact customer service if you have any questions about the status of your order.

How can I ship to another country/region?
To select a new shipping destination, select your preferred country flag in the header (or menu on mobile) of our website.

Shipping Fees.
Shipping charges depend on the location. However, currently Theory offers free express shipping globally. The amount paid at checkout is fully inclusive of all shipping charges.

Are duties and taxes included at checkout?
Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination and the value of your purchase, and will appear as a separate line item at checkout if not already included in product prices. Some countries require duties and taxes to be paid upon delivery and they will be the customer’s responsibility.

What currencies are supported?
All available currencies are listed in the dropdown menu under the flag icon.

How can I track my order?
Log into My Account to view the status of your order or click here if you checked out as a guest.

Am I able to make a return if I am unsatisfied?
If your item is eligible, you will be able to initiate a return to our warehouse through the Global-e returns portal. You can select an Express return to receive a prepaid label or use your own carrier with a Standard return. Using the portal ensures that you will have all necessary paperwork to get your return through customs and back into the US to be processed at our warehouse. If this paperwork is missing, it may result in delays or hold ups in your local or US customs.

What items are eligible for return?
Theory.com will accept return 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 Theory.com. Merchandise purchased at Theory.com at a discount of 41% off or more, or labeled as Final Sale, may not be returned or exchanged.

How do I return an order from outside the U.S.?
You can select a Standard Return to return with self-postage or an Express Return to return with a prepaid DHL label for a discounted/negotiated rate (Canada and Mexico return for free), to initiate a return CLICK HERE. All duties, taxes and shipping paid are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. For questions regarding international returns, please CLICK HERE.

In your return please:
1. Visit our Returns page and follow the steps to create your return.
2. Print all documents.
3. Place the Return Note (page 1) inside the mailer along with the items you are returning.
4. Stick the Address Label (page 2) on the outside of the mailer. Make sure no other labels are showing. If Standard Return was selected, be sure to add appropriate postage with the carrier of your choice. We recommend using a trackable return service.
5. Drop off your return and the rest of the documents to the courier on the label (DHL only for Express Returns). In some countries, you will receive a commercial invoice in your printout. In this case, you will need to place 2 commercial invoices (pages 4 & 5) in a sealed, transparent envelope. Your courier should have one available for you. Then, hand the courier the waybill (page 3) and 1 commercial invoice (page 6). In some countries, there will not be a commercial invoice in your printout*. In that case, skip this step; it will be sent electronically. Hand your courier the waybill (page 3) as a final step.

Recap:
Inside the mailer: Return Note (page 1) and items
Outside the mailer: Shipping label (page 2)
Outside the mailer in a sealed, transparent envelope: 2 commercial invoices* (pages 4 & 5 if applicable)
Hand to courier: 1 waybill (page 3) & 1 commercial invoice* (page 6 if applicable)

*Some countries have moved to paperless commercial invoices. If you do not receive a commercial invoice in your printout, it will be sent electronically and you do not need one to make a return.

How much do international online returns cost?
You can select a Standard Return to return with self-postage or an Express Return to return with a prepaid DHL label for a discounted/negotiated rate (Canada and Mexico return for free), to initiate a return CLICK HERE. All duties, taxes and shipping paid are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. For questions regarding international returns, please CLICK HERE.

What do I do if I receive an incorrect, damaged or defective item?
Please reach out to our customer service team.

Can I make an exchange from outside the U.S.?
We’re sorry, but we do not offer automatic exchanges for orders outside the U.S. at this time. If you want a different item or size, please return the original item here and place another order for the new item.

When will I get my refund?
Once we receive your return, please allow 3-4 business days for your return to be processed at our factory and then 5-10 business days for your bank to post the refund to your account on the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.

Anything else I should know about refunds for international orders?
Your refund can only be credited back to the original form of payment. You will receive a full refund of the product price paid. Any duties and taxes paid separately at checkout are nonrefundable.