Frequently Asked Questions

ONLINE & IN-STORE COVID-19 RESPONSE

• How do I check my order status?

  If you’re registered on nordstromrack.com, simply log in and visit the Account page to see when your order was placed, the date your order shipped from our warehouse, and other key steps in the process. If you used the guest checkout option, you may enter your order number and billing zip code in the form provided on the order status page. If you have any additional questions regarding your shipment, contact Customer Care at 1-888-966-6283, and one of our representatives will be happy to help.
• I recently returned my online purchase by mail. When can I expect my refund?

  Due to the increased volume of returns and the impact of COVID-19, we’re experiencing processing delays and anticipate returns and/or refunds will take longer than our usual 14 business days.
• Can I return my in-store purchase to nordstromrack.com?

  Currently, we do not have the capability to process returns for in-store purchases.
• How will I know when stores reopen?

  When stores are reopened, we suggest calling the store before planning your next visit. All phone messaging will be updated with store-opening details.

INFO ABOUT HAUTELOOK

Please visit our HauteLook FAQ page for information.

NEW FAQ UPDATES AS OF APRIL 2021

Separate Nordstrom and Nordstrom Rack accounts that use the same email address will soon be combined into a single account. Your credentials, name, contact information, payment methods, shipping addresses and Nordy Club account will all be available under one account.

• What happens if I only have a Nordstrom Rack account?

  If you only have an account on either nordstromrack.com or nordstrom.com, you will now be able to sign in to the other site using your existing credentials. Changes made to your account will apply to both sites, making it easier to manage your shopping experience.
• What happens if I have an account on Nordstrom Rack and Nordstrom and I use the same email address on both?

  If you have accounts on both nordstromrack.com and nordstrom.com using the same email address to sign in, the account you use less often will be merged with your other account, and the remaining account will be ready to use across both sites. You should receive an email from us informing you of the sign-in you'll be using. You can use your account on both sites, making it easier than ever to manage your shopping experience. Plus, if you're a member of The Nordy Club, your in-store and online purchase information will show up under your purchase history.
• What happens if I have an account on Nordstrom Rack and Nordstrom but I use different email addresses for each one?

  If you have accounts on both nordstromrack.com and nordstrom.com with separate email addresses as your sign-in, you will continue to sign in to each site as usual using the email address you've provided for each one.
• I can't find my Nordstrom Rack purchase history. What happened to it?

  Information for past Nordstrom Rack orders may no longer be viewable in your account purchase history. If you need to find information regarding a past Nordstrom Rack purchase, we recommend referencing your order confirmation emails or contacting our Customer Care team via Live Chat or by phone at 1-888-966-6283.

GENERAL INFO

Nordstrom Rack is part of Nordstrom, Inc., and we've been serving up sweet deals to customers since 1973. We’re your destination for brands you love up to 70% off. It's easy to shop your way: in store, online and through the Nordstrom Rack app. There's always something new to discover, so check back often!

• Is the merchandise at nordstromrack.com the same as in Nordstrom Rack stores?

  While the brands and styles offered online are similar to the items found in Nordstrom Rack stores, inventory moves fast and may not mirror exactly what you find in store. Whether shopping online or in-store, you’ll always find something new.
• What does Comparable Value mean?

  This Comparable Value and corresponding percentage are based on what the item, or a similar item, was originally offered for at department stores and boutiques, which may have been reported to us by the manufacturer. Prices vary, but we think you’ll love ours.
• Does Nordstrom Rack offer alterations and tailoring services?

  Select Nordstrom Rack stores offer alterations and tailoring services for both in-store and online purchases. Simply bring your item(s) and receipt or packing slip to a select store, and we'll gladly help you get the right fit. For pricing information, please contact your local Nordstrom Rack store.
• Where can I learn about product recalls?

  Nordstrom maintains a list of products sold at Nordstrom or affiliated entities that have been recently recalled. To see the list, please click here.

ORDERS

• I can't find my Nordstrom Rack purchase history. What happened to it?

  Information for past Nordstrom Rack orders may no longer be viewable in your account purchase history. If you need to find information regarding a past Nordstrom Rack purchase, we recommend referencing your order confirmation emails or contacting our Customer Care team via Live Chat or by phone at 1-888-966-6283.
• How do I check my order status?

  If you’re registered on nordstromrack.com, simply log in and visit the Account page to see when your order was placed, the date your order shipped from our warehouse, and other key steps in the process. If you used the guest checkout option, you may enter your order number and billing zip code in the form provided on the order status page. If you have any additional questions regarding your shipment, contact Customer Care at 1-888-966-6283, and one of our representatives will be happy to help.
• Can I call to place my order?

  No. At this time we aren’t able to process orders over the phone. However, if you are having trouble placing your order, please call Customer Care at 1-888-966-6283, and one of our representatives will be happy to assist you.
• Can I cancel or modify my order?

  If you ordered with standard shipping, you can cancel an order within 1 hour from the time it was placed. If you’re registered on nordstromrack.com, simply visit your Returns page and select "Changed my mind" on the order you wish to cancel. You can also Chat Now and one of our representatives will be happy to assist you. If you purchased using guest checkout, contact Customer Care at 1-888-966-6283 within the same 1-hour window, and one of our representatives will be happy to help.

  For all shipping methods we are unable to modify items, payment methods, or shipping methods after an order has been placed.

  Please note: Not all items are available for cancellation.

• What payment types are accepted?

  We accept Visa, MasterCard, American Express, and Discover cards issued within Canada and the United States, PayPal, Nordstrom Visa®, Nordstrom Card, Nordstrom, Nordstrom Rack and HauteLook Gift Cards, Nordstrom Notes, and account credits.
• Can I add different forms of payment to an order?

  No. We are currently unable to accept multiple credit cards for a single transaction. You can, however, apply account credit, Nordstrom, Nordstrom Rack and HauteLook Gift Cards, or Nordstrom Notes to your purchase, and pay the remaining balance with a credit card or PayPal.
• Do you charge sales tax?

  As a Nordstrom company, we are considered a part of the physical presence of any Nordstrom store or shipping facility. We are thereby required by state law to collect sales tax on any order shipped to your state. If you have any further questions or concerns, please contact your state Department of Revenue. You may also visit: http://statelaws.findlaw.com/tax-laws/

  STATE & LOCAL SALES TAXES

  The terms contained herein are subject to change as the taxation of online transactions is continually evolving. We strive to comply with state and local tax laws as they exist currently and continue to monitor and update its taxation policies as those laws change.

  States Where Nordstrom Rack Collects Sales Taxes

  Orders shipped to AK*, AL, AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, NC, NJ, NV, NY, OH, OK, PA, PR, RI, SC, TN, TX, UT, VA, VT, WA or WI will have all applicable local and state sales taxes added to your total order, and to your shipping charges, where appropriate.

  Sales Tax Collection in Alaska

  As cities within Alaska update their sales tax laws and ordinances to adopt the Remote Sales Tax Code established by the Alaska remote Seller Sales Tax Commission, Nordstrom, as a remote seller, may be required to collect sales tax on transactions with destination addresses within these cities. Please visit the Alaska Remote Seller Sales Tax Commission website for more information and to learn about which cities in Alaska are participating.

  States Where Nordstrom Rack Does Not Collect Sales Taxes

  We do not collect sales or use taxes in all states. For states imposing sales or use taxes, your purchase may be subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. You may have a tax obligation in states where Nordstrom Rack does not collect sales tax. Details of how to report these taxes may be found at the websites of your respective tax authorities.

• I have a promo code. How do I use it?

  During checkout, you will see the "Add Gift Card/Discount Code" field. Enter your code and click "Apply".
• Can I use multiple promo codes?

  No. Only one promo code is permitted per transaction. You cannot combine promo codes with other offers.
• Do you offer price matching or adjustments?

  At Nordstrom Rack stores and nordstromrack.com, we work hard to offer competitive prices on everything we sell. With this effort in mind, we do not price match or make adjustments, as our prices change often to ensure the best possible value, every day.
• If I used a Gift Card and cancel my order how will I be refunded?

  Refunds for orders purchased with Nordstrom Gift Cards and/or Nordstrom Notes will be issued as a Nordstrom eGift Card and emailed to the original billing email address. The customer should receive the eGift Card within 48 hours of the completion of their cancellation. Gift Cards cannot be redeemed for cash unless required by law.
• Can nordstromrack.com search Nordstrom Rack store inventory?

  No. At this time nordstromrack.com is unable to search in-store inventory.
• Can I use Apple Pay to make a purchase?

  Yes! You can make a purchase with Apple Pay if you are using a supported device and a supported browser, have activated Apple Pay, and have at least one credit card stored in your Apple Wallet. An Apple device with TouchID or FaceID is required. If you are using a web browser to shop with us, Apple Pay requires the use of the Safari web browser. Please note that Apple Pay does not support promo codes at this time.

  Need help using Apple Pay? See the links below for more information:

  • Adding a credit card to your Apple Wallet
  • Using Apple Pay in the app
  • Using Apple Pay from the Safari browser

SHIPPING

Here’s the quick scoop:

• Free shipping on orders over $89 before tax for a limited time; items over 5lbs excluded
• $5.95 shipping rate for Jewelry and Beauty orders under $89
• $7.95 shipping rate for all other orders under $89
• $15 for two-business day shipping
• $25 for next business day shipping

Please note: Free shipping is applied to domestic orders over $89 before tax. Items over 5lbs are excluded. For Jewelry and Beauty orders under $89, the shipping rate is $5.95. For orders under $89 in all other categories, the shipping cost is $7.95. Orders including Jewelry and Beauty items as well as items in other categories, including Watches and Accessories, will be subject to the $7.95 shipping rate. Incremental charges may apply for additional weight and size. International orders are excluded from shipping rates listed above. Valid on purchases made at nordstromrack.com only.

For full details, visit our Shipping & Returns page.

• How long does it take to receive my order?

  With standard shipping, everything from nordstromrack.com leaves the shipping center within 3-5 days.

• Can I ship my order to my Nordstrom Rack store for pickup?

  Yes, and it's free! You can ship most orders to Nordstrom Rack, Nordstrom or Nordstrom Local stores in the U.S. (some item exclusions apply). At this time, you can select "Store Pickup" on our website on your mobile device and on desktop. Apps coming soon! Please note: If your store location is temporarily closed due to COVID, you can still ship to store and we will contact you with instructions on how to pick up your order from your chosen location.
  

  1. Find Items Eligible for Pickup
     While shopping for an item, refer to the "Shipping & Returns" section of the item’s page to see if it is eligible for store pickup.
  2. Wait for Email Notification
     After your order is placed and ready for pickup, you'll get an email with pickup information.
  3. Head to the Selected Store
     When you arrive at the store, go to the "Returns & Order Pick Up" area, where your order will be waiting in a shipping box or a Rack shopping bag.
• How will I know when my order is ready for pickup?

  We'll send you an email as soon as your order is ready.
• How long will I have to pick up my order?

  You can pick up your order from the time we notify you that your order is ready to pick up until the end of store hours. We'll hold your order for 10 days, so stop by soon!
• What’s excluded from shipping to stores?

  Ship to store and order pickup are not available through the Nordstrom Rack app. Items in a single order cannot be shipped separately to a home address. Expedited shipping and all items over 5lbs. are also excluded.
• Can I combine shipping for both my in-store and online purchases?

  No. If you made both in-store and online purchases, shipping fees will be applied to each order and cannot be combined.
• Where can I get my items delivered?

  We deliver to addresses in the US and Canada. We do not ship to APO/FPO/PO box addresses. Please note that not all items qualify for international shipping. Visit the Shipping & Returns page for more information.
• What is the international surcharge?

  For Canadian orders, an international surcharge will be charged at checkout. It covers the cost of any duties, taxes and/or related fees, and is calculated based upon your order. No additional payment of duties, taxes or related fees will be required upon delivery.

RETURNS

Please note, information for past Nordstrom Rack orders may no longer be viewable in your account purchase history. If you need to find information regarding a past Nordstrom Rack purchase, we recommend referencing your order confirmation emails or contacting our Customer Care team via Live Chat or by phone at 1-888-966-6283.

Please note, we are experiencing delays in returns processing and return credits may take longer than usual to be issued. For immediate answers, see our COVID-19 FAQs.

Not in love with your purchase? We’ll gladly take eligible items back within 45 days from the original ship date. Just be sure you have not worn or altered it. The price tag must also be attached to the item, and you’ll need to present the receipt or invoice. Eligible returns will be credited to your original form of tender, or to a Gift Card (Gift Cards cannot be redeemed for cash unless required by law). Once you return an item, it will not be available for immediate repurchase. You can return items by mail to Nordstrom Rack, or at any U.S. Nordstrom Rack store or U.S. Nordstrom store. Visit our Shipping & Returns page for more details.

Please note, we reserve the right to refuse or limit quantities to anyone we believe may be purchasing items for resale. Sales to anyone management believes to be a reseller or bulk purchaser are final, and no exchanges or returns will be granted.

Pricing Errors
We work hard to ensure the accuracy of pricing. Despite our efforts, pricing errors may still occur. If an item's price is higher than the price displayed, we will cancel your order of that item and notify you of the cancellation.

Our return philosophy is to be fair and reasonable with our customers, and we hope that our customers are fair and reasonable with us as well. In rare instances we feel a customer isn't being fair with us, either by regularly abusing our approach to refunds, or by having an unusually high rate of returns. These situations may ultimately end with the decision that we can no longer serve those customers.

• What items are returnable?

  Visit our Shipping & Returns page to view the list of eligible items.
• How do I return items purchased online?

  1. If you have an account with nordstromrack.com, check your invoice, email confirmation or Orders page to see if your item qualifies for a return. If you made your purchase using guest checkout, check your order confirmation email to see if your item qualifies for a return. Nordstrom Rack stores in Canada are unable to accept returns for items purchased online at nordstromrack.com or nordstrom.com.
  2. Choose your preferred return method:

  • Return to a U.S. Nordstrom Rack Store or U.S. Nordstrom Store: Simply take your invoice and item(s) with you. To find your nearest location, visit the Store Locator.
  • Return by Mail: If you have an account with Nordstrom Rack and wish to make a return by mail, visit the Returns page to log into your account to get started. We’ll provide you with a label and further instructions.
  • Return by Mail for Guests: If you used guest checkout and wish to make a return by mail, please visit this page and follow the instructions provided. If your guest order was shipped outside of the US, you must call Customer Service at 1.888.547.8438 to initiate your return. Please note, you will need your order ID and billing zip code to complete your return.
• Can I return my purchase to a Nordstrom store?

  Yes! We now accept returns at U.S. Nordstrom Rack stores and U.S. Nordstrom stores, including Nordstrom Local stores. To find your nearest location, visit the Store Locator. Please note: gift items returned to a Nordstrom Rack store or Nordstrom store will be refunded to a Nordstrom Gift Card or to the original form of payment.
• Can I return a gift purchased online from Nordstrom Rack?

  Yes. Gift recipients may return eligible gift items to a U.S. Nordstrom Rack store or U.S. Nordstrom store. In-store gift refunds will be issued as a Nordstrom Gift Card, redeemable online and in-store at Nordstrom and Nordstrom Rack.
• Can I make exchanges?

  Sorry, we do not provide an exchange option at this time.
• How long do I have to make a return?

  You have 45 days from the original ship date to return eligible items.
• How does my return get processed?

  • Returns to Nordstrom Rack stores or Nordstrom stores are processed, and you’ll receive credit back to your original form of payment.
  • Returns by mail to nordstromrack.com using our return label take 7-10 business days to receive and 1-5 additional days to process through our Returns Center. Returns without our return label can take longer to process.
• Do I have to pay for return shipping?

  You’ll be charged for return shipping only if you return by mail. Returns to Nordstrom Rack stores or Nordstrom stores are always free. The return shipping fee for mail-in returns is $5.95 for the US and $10.95 for Canada. We’ll automatically deduct the fee from your refund.
• Does nordstromrack.com have late-return fees?

  Returns received after the 45-day return period are accepted at our discretion. If a late return is accepted, partial refunds are applied to both mail-in and in-store returns received after 45 days from the original ship date. Accepted late returns will be subject to a partial refund of 50% of their original sale prices. For customers registered on nordstromrack.com, this will appear on your Orders page as ’late-return fee’.
• If I used a Nordstrom Note to make my purchase, how will I be refunded?

  Refunds for orders purchased with Nordstrom Gift Cards and/or Nordstrom Notes will be issued as a Nordstrom e-Gift Card and emailed to the original billing email address. Gift cards cannot be redeemed for cash unless required by law.
• How long will it take to receive my Gift Card refund?

  It only takes 48 hours to receive your Gift Card refund, once your return or cancellation has been completed.
• If I paid with a card and a Gift Card, how will I receive my refund?

  If all items are returned or canceled, you will receive the refund in the exact form the items were purchased. If the order is partially returned or canceled, your funds will first go to the credit or debit card used.
• If I return to a Nordstrom Rack or Nordstrom Store will I be sent a Gift Card?

  No. Gift Cards will be issued by the Nordstrom Rack or Nordstrom store immediately after the return is completed.
• How do you process my return if I paid with PayPal (U.S.)?

  If the full amount of your purchase was made with PayPal, your refund will be credited to the same PayPal account. If your PayPal purchase included a Nordstrom Note or Nordstrom Gift Card, your refund will be credited to your PayPal account in separate amounts. If your return is made in store, you'll receive your refund in the form of a Nordstrom Gift Card.

ACCOUNT

Separate Nordstrom and Nordstrom Rack accounts that use the same email address will soon be combined into a single account. Your credentials, name, contact information, payment methods, shipping addresses and Nordy Club account will all be available under one account.

• What happens if I only have an account on Nordstrom Rack?

  If you only have an account on either nordstromrack.com or nordstrom.com, you will now be able to sign in to the other site using your existing credentials. Changes made to your account will apply to both sites, making it easier to manage your shopping experience.
• What happens if I have an account on Nordstrom Rack and Nordstrom and I use the same email address on both?

  If you have accounts on both nordstromrack.com and nordstrom.com using the same email address to sign in, the account you use less often will be merged with your other account, and the remaining account will be ready to use across both sites. You should receive an email from us informing you of the sign-in you'll be using. You can use your account on both sites, making it easier than ever to manage your shopping experience. Plus, if you're a member of The Nordy Club, your in-store and online purchase information will show up under your purchase history.
• What happens if I have an account on Nordstrom Rack and Nordstrom but I use different email addresses for each one?

  If you have accounts on both nordstromrack.com and nordstrom.com with separate email addresses as your sign-in, you will continue to sign in to each site as usual using the email address you've provided for each one.
• I can't find my Nordstrom Rack purchase history. What happened to it?

  Information for past Nordstrom Rack orders may no longer be viewable in your account purchase history. If you need to find information regarding a past Nordstrom Rack purchase, we recommend referencing your order confirmation emails or contacting our Customer Care team via Live Chat or by phone at 1-888-966-6283.
• Why create an account for nordstromrack.com?

  Creating an account makes the shopping, checkout and returns process easier and faster. Save shipping addresses and payment info, add items to a favorites list and more!
• How do I change my password?

  1. Go to your Account page
  2. Click on the "Profile" tab
  3. Enter both your current and new passwords, confirm, and click "Update My Password"
• I forgot my password. What do I do?

  Don’t sweat it. Just follow these steps:

  1. Click "Sign In" at the top of the page
  2. Select "Forget Password?"
  3. Enter your email address, and we’ll send you a link to reset your password
• How do I add or update my shipping address, billing address, or payment method?

  Click here to add or update your shipping address, billing address, or payment methods.
• Can I add multiple shipping addresses?

  Yes! Here’s how:

  1. Go to your Account page
  2. Click on the "Shipping & Payment" tab
  3. Select "Add Shipping Address" and enter the new address. Please note: This will not affect orders that have already been placed.
• If I had a HauteLook account do I need to create an account for nordstromrack.com?

  No. Your login info from your HauteLook account will be active at nordstromrack.com, so no need to create a new one!
• What if I already have a Nordstrom.com or Nordstrom Rack Alerts app account?

  Your nordstromrack.com account is separate, so even if you have a Nordstrom.com account or signed up using the Nordstrom Rack Alerts app, you will need to create another account for nordstromrack.com.
• How do I sign up for email notifications?

  If you already have an account:

  1. Visit the Email Preference Center
  2. Click "Receive Emails" and select "Save Changes" to get on the list

  If you don’t have an account:

  1. Enter your email address at the bottom of the page
  2. Click "Sign Up" to start receiving exclusive offers, promotions and more.
• How can I update my email preferences?

  Visit the Email Preference Center or click "Manage My Communication Preferences" at the bottom of our emails.

REWARDS

For more information about The Nordy Club rewards program, click here.

GIFT CARDS

• How do I purchase a Gift Card online?

  To purchase Nordstrom Rack Gift Cards, click here. Nordstrom Rack and HauteLook Gift Cards are redeemable in stores and online at Nordstrom and Nordstrom Rack. You can also purchase Nordstrom Gift Cards at nordstrom.com. Nordstrom Gift Cards are redeemable at nordstromrack.com, nordstrom.com, and in Nordstrom and Nordstrom Rack stores.
• Can I use Nordstrom Gift Cards or Nordstrom Notes to make a purchase?

  Yes! Nordstrom Gift Cards and Nordstrom Notes are redeemable online and in-store at Nordstrom and Nordstrom Rack.
• If I used a Gift Card and cancel my order, how will I be refunded?

  If all items are returned or canceled, you will receive the refund in the exact form the items were purchased. If the order is partially returned or canceled, your funds will first go to the credit or debit card used.
• How long will it take to receive my Gift Card refund?

  It only takes 1-3 business days to receive your Gift Card refund, once your return or cancellation has been completed.
• If I paid with a card and Gift Card, how will I receive my refund?

  If all items are returned or canceled, you will receive the refund in the exact form the items were purchased. If the order is partially returned or canceled your funds will first go to the card used.
• Where can I get more information around the Gift Card giving policy?

  Please click here to find information around our Gift Card giving policy.
• Can I use a Gift Card or an eGift Card I purchased in the U.S. (or in U.S. dollars) in Canada?

  No, U.S. Gift Cards generally cannot be used in Nordstrom stores in Canada.
• Can I use a Gift Card or eGift Card I purchased in Canada (or in Canadian dollars) in the U.S.?

  Canadian Gift Cards generally cannot be used in Nordstrom or Nordstrom Rack stores in the U.S. Additionally, Canadian Gift Cards cannot be used online at nordstrom.com or nordstromrack.com.
• I live in Canada. Can I purchase a Gift Card or an eGift Card on Nordstrom.com?

  Canadian customers can only purchase traditional Gift Cards in Nordstrom stores in Canada. You may be able to purchase an eGift Card denominated in U.S. dollars on Nordstrom.com, which is redeemable in Nordstrom and Nordstrom Rack stores in the U.S., and online at nordstrom.com and nordstromrack.com.

STORES

• How can I find a Nordstrom Rack store near me?

  Easy! Simply use the Store Locator to find locations near you.
• How do I contact a Nordstrom Rack store?

  You can find the direct number to any Nordstrom Rack store when you search for the location using the Store Locator .
• What if I have a question about my in-store purchase?

  Please contact the store directly. You can use the Store Locator to find the number.
• How do I find a specific product in a Nordstrom Rack store near me?

  Call the store directly to help you find what you’re searching for. You can use the Store Locator to find the direct number. Please note that inventory varies online and in-store, and from location to location.
• Can nordstromrack.com search Nordstrom Rack store inventory?

  No. At this time nordstromrack.com is unable to search in-store inventory.
• Do you accept contactless payment?

  Yes! We accept contactless payment at all our Nordstrom Rack and Nordstrom stores in the U.S. It's safe and easy. Just hold your tap-to-pay card or mobile device over the card-reader screen to initiate payment.

  Nordstrom cardmembers can also shop card-free in stores. Just text 'Get My Card' to 85224 for a QR code shopping pass. Message and data rates may apply.

  We accept only the following contactless payments:

  • Contactless credit and debit cards printed with this symbol:
  • Mobile-device digital wallets.
    Please note: Nordstrom credit and debit cards can only be added to Apple Pay® and Google Pay™ digital wallets.
  • Nordstrom card QR code shopping pass.