Frequently Asked Questions

My Account

How do I sign in?

Click on My Account and enter your email address and password to sign in. If you forgot your password, simply click the Forgot Password link and we will email you the password. If you need further assistance, please call Customer Care at (347) 472-1242.

Where is my order?

Log into My Account to check the shipping status. Once the order ships, you will receive an email confirmation which will contain a tracking number. For any questions or concerns regarding your order, please feel free to Contact Us.

What does it mean when my order is "Being Processed"?

We've received your order. If we forsee any issues with it, we will contact you. However, if you have any questions or changes, feel free to call or email us. We will do our best to accommodate you.

What does it mean when my order is "Being Packed"?

Orders marked as "Being Packed" are currently being prepped for shipping and will leave the warehouse within 24 hours on a weekday and the next Monday on a weekend. An order cannot be canceled once it is marked "Being Packed."

When will my backordered item arrive?

We receive shipments from most of our manufacturers on a weekly basis. Backorders typically take 14-21 business days. As soon as the item(s) arrive at our warehouse, we will expedite the processing of your order. You will receive a confirmation email with a tracking number once it ships. Your credit card will be charged when you place your order. Should your order be delayed beyond the anticipated time, we will contact you with more details. If you have any questions about your order, please contact Customer Care at (347) 472-1242 or email us at customercare@freshpair.com.

How can I pay for an order?

We gladly accept Visa, Mastercard, American Express, Discover Card, and Paypal. We do not accept personal checks.

Ordering

How can I place an order?

Orders can only be placed via the website www.freshpair.com.

How do I know if an item is in stock?

The item page and checkout will state if an item is in stock or on backorder. We try our best to ensure that all items are constantly in stock. However, if an item is out of stock, we usually expect it to be delivered in 5-10 business days. Most of our manufacturers send shipments on a weekly basis. We will contact you within 24 hours (not including weekends or holidays) if the items are backordered.

Do I need to pay sales tax?

We are located in the state of New Jersey, there is no sales tax for individual clothing items in our State.

Can I re-open an order that has been cancelled?

Unfortunately we are not able to re-open an order that has been cancelled. Please call Customer Care at (347) 472-1242 if the need to re-open an order comes up.

Do you accept personal checks?

We do not accept personal checks.

How can I cancel my order?

If it's "Being Processed," please call us immediately. Once an order shows that it is "Being Packed," we cannot cancel it.

Can I order something that is not on your website?

In some cases, special orders can be placed for items that are not usually found on the website. Please contact Customer Care at (347) 472-1242 or email us at customercare@freshpair.com and we will be happy to assist you.

Shipping

How will my order be shipped?

We will ship your order via DHL to your local post office for delivery to your door by USPS or via UPS. We ship via DHL and USPS to P.O. Boxes, APO/FPO addresses. We offer free shipping on all U.S. orders, including Alaska and Hawaii, and low flat rate shipping to other countries. The minimum for shipping offers does not include e-gift cards, since those are not physically shipped.

When will I receive my order?

Orders for in stock items being shipped via UPS (2 Business Day or 1 Business Day) are shipped same day if placed before 2pm EST, excluding weekends and holidays. Due to our extensive selection of styles, sizes and colors, some items may be periodically backordered. We will contact you within 24 hours (not including weekends and holidays) if any portion of your order is backordered. Once your order has shipped, we will send you an email confirmation including a tracking number. Please click here to view shipping methods and transit times.

How do packages appear when shipped?

All packages are shipped in packaging with the brand, "Freshpair", printed on either the shipping label for bag shipments or the sides of the package for carton shipments

Do you ship to PO Boxes?

Yes. We ship to PO Box addresses using DHL and USPS.

Do you ship to APO addresses ?

No. We do not ship to APO addresses.

Part of my order is backordered. Will you ship what you have or will I have to wait for the entire order?

Yes, when you have backordered items in your order, we will ship what we have right away and the backordered items will be shipped as soon as they are received in our warehouse. We will charge your method of payment when you place your order.

Are international orders sent with free shipping?

Due to the high cost of shipping international orders, we are unable to offer free shipping on international orders. However we offer very affordable, reasonably fast and trackable standard shipping options.

If my order is shipped in multiple shipments, will I be charged twice for shipping?

No. You will only pay shipping once.

When ordering, can I use a third party billing as my shipping method?

Unfortunately, we do not accept third party billing at this time.

What countries do you ship to?

We offer shipping to the following countries:

Simple Returns

How do I return something?

To return an item, please view our complete Return Policy to make sure that the item(s) meet our returns criteria and instructions. Once processed, we will issue a credit for the returned items onto the credit card that was originally used.

How do I exchange an item?

Considering the delicate nature of our merchandise, we do not allow exchanges. Please contact our Customer Care center with any questions or concerns.

Where can I get a return form?

The return form can be found on the back of the invoice included in your order. If you no longer have the original invoice, please call customer service to request a return form.

How do I know if an item is on clearance and is non-returnable?

All clearance items are clearly marked on the website and on your receipt.

Once I send back my return, how long does it take for the credit to appear on my account?

Once we receive your return, it may take up to 2 weeks to process. When we process it, we will email or call you to let you know that your card has been credited. Credits can take up to 72 hours to post to your card depending on the type of card and issuing bank.

Privacy & Terms

Is shopping at Freshpair.com secure?

Yes! We take security seriously. All transactions are 100% secure and your information privacy is our most important concern. When you submit sensitive information, such as your credit card number, the information is encrypted and protected using SSL, the best encryption software currently available in the industry.

Do you share or sell customers' personal information?

No. Our Privacy Policy guarantees that your information will not be disclosed. We use this information only for orders you place.

Miscellaneous

How do I sign up for your newsletter if I have not purchased anything?

Sign up for our newsletter at the bottom of any page.

How do I unsubscribe from your newsletter?

To unsubscribe, simply click the Unsubscribe button at the bottom of the email you received. Or if you would prefer, please feel free to contact us and we will be happy to assist you via phone.

Do you have any retail stores?

Freshpair operates entirely online and does not currently have any retail locations. To view our latest products, please visit our complete assortment on the website.

Do you have a printed catalog?

Due to our frequently expanding list of products, we currently do not have a printed catalog. All of our products can be found on the website.

How do mail-in rebates work?

Our mail-in rebate promotions are offered through the manufacturer of the product. To take advantage of the rebate, simply mail the completed Rebate Form to the manufacturer with your receipt and they will send you the rebate or product specified. If you have any questions about mail-in rebates, feel free to contact us and we will refer you to the correct manufacturer. The Rebate Form was either emailed to you in your order confirmation and shipping confirmation or a paper coupon was included in the shipment. To download the coupon again, you may do so from the product description page.

Why isn’t the promo code I entered working for my order?

You must meet all the requirements of the special offer for the promotional code to be eligible for your order. One promo code per customer. You may enter your promo code in your shopping cart or at any time during checkout. EXCLUDES ALL: Commando, Cotonella, Saxx, 2UNDR, Anita, Natori, Chantelle, Wacoal, Panache, Elomi, Fantasie, Freya, Goddess, Calvin Klein, Le Mystere, Addicted, Simone Perele, Hosiery, Panty Deals, Special Offers, Hanky Panky, Sale and Clearance.

60% off Clearance Sale. 

No coupon code required. All Sales final on 60% off Clearance items. This promotion is valid while supplies last, and only on select items. This promotion is subject to availability. We reserve the right to end this promotion at any time, and cancel any order due to the unauthorized, altered, or ineligible use of the promotion. 

What is Route?

Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout and unlock full package protection and seamless resolution for order issues.

 

Download the Route app for iOS on the Apple App Store.

Download the Route app for Android on the Google Play Store.

ROUTE

How do I report an order issue to get a replacement or a refund?

Click here! 

 Note: We refund the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included. We also do not pay custom/duty fees.

How can I track my deliveries on the Route mobile app?

You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page.  You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.

 

Download the Route app for iOS on the Apple App Store.

Download the Route app for Android on the Google Play Store.

How can I track my deliveries on the Route mobile app?

Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you is only around 1.5% of the cart value to fully protect your package in the event that it is lost, damaged, or stolen.