Frequently Asked Questions

General Info
Account Updates As of May 2021
Ordering
Payments & Taxes
Billing & Charges
Shipping
Returns
Coupons, Promotions & Sales

What is Nordstrom Rack?
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.

What are Flash Events?
Our Flash Events are unique curated collections of items, which may be limited in quantities. When the event is over the items may no longer be available or, if available, may be returned to our regular locations on our site at the same low price.

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.

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.

How do you address 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.

Where can I find a Nordstrom Rack store near me?
Simply use our Store Locator to find locations near you. If you have any questions regarding an in-store purchase, please contact that store directly.

Can nordstromrack.com search Nordstrom Rack store inventory?
No. At this time nordstromrack.com is unable to search in-store inventory.

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.

How do I sign up for email notifications?
Want to start receiving exclusive offers, promotions and more?

You can automatically sign up by:
Creating an account on nordstromrack.com.
Choosing to receive an e-receipt from an in-store transaction.

If you already have an account but aren't receiving emails:
Visit the Email Preference Center.
Click "Receive Emails" and select "Save Changes" to get on the list.

How can I update my email preferences?
Visit the Email Preference Center or click "Manage My Communication Preferences" at the bottom of our emails.

Where can I purchase an eGift Card or Gift Card?
Right here. Nordstrom Rack Gift Cards and eGift Cards don't expire, have no fees and are redeemable in stores and online at Nordstrom Rack and Nordstrom.

What happened to HauteLook?
In 2021, Nordstrom closed the HauteLook brand. All of the brands and events previously hosted by HauteLook are now available on nordstromrack.com and the Nordstrom Rack app.  Please visit our HauteLook FAQ page for more information.

How can I contact Nordstrom Rack?
Due to high call volume, you may experience longer wait times to contact Customer Care.

Separate Nordstrom Rack and Nordstrom 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 Nordstrom Rack orders placed before May 10, 2021 is no longer viewable in your account purchase history. Purchases made after the update will appear in your account as normal, but 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 Chat Now or by phone at 1.888.966.6283.

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How can I track my order?

• We will email you as items in your order ship, or if there are updates on the status of your order.
• If you have a nordstromrack.com profile, sign in to your account. You'll see which purchases are on the way and see your shipment tracking updates.
• If you don't have an account, find your order number, then go to order information and enter it.
• Please note, information for Nordstrom Rack orders made before May 10, 2021 is 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. 

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.

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What methods of payment can I use?
Nordstrom Rack accepts the following:

• Credit Cards: Nordstrom Visa®, Nordstrom credit card, Visa, MasterCard, JCB, American Express and Discover Network.
• Nordstrom Rack & Nordstrom Gift Cards: To use online, enter the Gift Card number, along with the access code, in the payment section in Checkout.
• Nordstrom Notes: To use online, enter your Note number and access code in the payment section when you check out. Nordstrom Notes can also be redeemed online by calling 1.888.966.6283, or at any Nordstrom Rack or Nordstrom store. If you have a remaining value on your Nordstrom Note, please keep it to apply toward future purchases.
• PayPal

At this time, we cannot accept Apple Pay®, cash, CODs, checks, money orders or gift certificates for online purchases. If you have any questions, please call us at 1.888.966.6283.

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 Nordstrom Rack Gift Cards, Nordstrom Gift Cards and/or Nordstrom Notes to your purchase and pay the remaining balance with a credit card or PayPal.

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 an EMV contactless 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.

Do you offer a customer loyalty program?
Yes! You can become a member of The Nordy Club (joining is easy and it's free!). As a Member or Cardmember, you'll enjoy exciting benefits, plus earn points for every purchase you make with us (and those points add up to Nordstrom Notes that you can spend on anything you want). Learn more.

Will you charge sales tax on my order?
It depends where your order is being shipped. For specifics, see more info about sales tax.

How do I use my Nordstrom Rack Gift Card?
Nordstrom Rack Gift Cards and eGift Cards don't expire, have no fees and are redeemable in stores and online at Nordstrom Rack and Nordstrom. Just present your Gift Card to any salesperson at the time of purchase. If you are purchasing online, your Gift Card must have an access code. Gift Cards may not be returned, applied as payment on any account or redeemed for cash, except where required by law. If lost, stolen or damaged, Gift Cards can be replaced for the remaining value with satisfactory proof of purchase. To use a Gift Card or eGift Card online, enter the card number and access code during Checkout. To use an eGift Card in stores, you can display the eGift Card on your mobile device to scan it or you can print out the card and bring it to any Nordstrom Rack or Nordstrom store to scan at the time of purchase. See more info about Gift Cards.

How do I check my Gift Card balance?
To verify the remaining balance, click here.

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What is a Credit Card Authorization?
Once your order is placed, a pre-authorization (pending charge/hold) for the full amount will be applied to your credit card. Depending on your financial institution, this pre-authorization is usually removed automatically within 7 days.

When will my credit card be charged?
Your credit card will be charged for the cost of each item as it ships. You may see multiple credit card charges if you have an order that contains multiple items that are shipped at different times.

How and when will I receive my refund?
All refunds will be credited to your original form of payment or a Nordstrom Gift Card (gift cards cannot be redeemed for cash unless required by law).

If you return an item to a Nordstrom Rack or Nordstrom store, the refunded amount will be applied to your credit card. Depending on your financial institution, you may see that refund within 5–7 business days.

If you return an item to us by U.S. mail, we usually receive it within 10–14 business days. Once the item is received, we will process your refund. Depending on your financial institution, you may see that refund on your credit card within 5–7 business days.

• If you’re returning a gift, you’ll receive a Nordstrom Gift Card with the credited amount based upon current pricing.
• If you paid with a Nordstrom Rack Gift Card, Nordstrom Gift Card and/or Nordstrom Notes, you’ll receive an eGift Card via email with the credited amount. You should receive the eGift Card within 48 hours of the completion of your cancellation. Gift Cards cannot be redeemed for cash unless required by law.
• If you paid with a card and a Gift Card, you will receive the refund in the exact form the items were purchased if all items are returned or canceled. If the order is partially returned or canceled, your funds will first go to the credit or debit card used.
• If you return an item to a Nordstrom Rack or Nordstrom store that results in a Nordstrom Gift Card being issued as your refund, you will be issued a Gift Card at the store immediately.
• 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, Nordstrom Rack Gift Card and/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.
• For faster returns, bring your return items to any Nordstrom Rack or Nordstrom store. Find a store.

Can I cancel an order?
You can request to cancel your order within a short time period after placing your order. To cancel your order, sign in to your account, find the order in your purchases, click "Details" and then click "Cancel Order" to start the request process. 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. If we're unable to cancel your order, your payment method will be charged and your items will be shipped to you. We always have free returns in store!

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Where do you ship to?
We currently ship to U.S. addresses, PO Boxes and Nordstrom Rack and Nordstrom stores. We no longer offer shipping options for addresses outside of the U.S., including Canada.

Why are you no longer shipping to Canada?
We migrated our nordstrom.com and nordstromrack.com websites to new platforms in 2021. As part of this shift, we are no longer able to offer shipping of nordstrom.com or nordstromrack.com orders to Canada. 

We are continuing to look for opportunities to enhance the digital shopping experience for our Canadian customers. We have a long-term goal of having a Canadian ecommerce site up and running alongside our Nordstrom Rack stores. We have no launch date to announce at this time.

What if I have a U.S. billing address and U.S. shipping address, but I am shopping from a Canada IP address?
Customers shopping in Canada who are shipping to the U.S. can still shop using U.S. billing and shipping information.

How can I shop Nordstrom Rack in Canada?
We’re excited to serve you in our Nordstrom Rack Canada stores. Find your local store here.

Do you have a website for Nordstrom Canada?
We do! It's www.nordstrom.ca.

How long does it take to receive my order?
Estimated delivery dates will be noted on the product's page and at checkout.

How much will it cost to ship my order?
We offer multiple shipping options, which vary in cost. See shipping prices.

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). Please see our Shipping & Returns page for more information.

Where can I get my items delivered?
We currently deliver to addresses in the U.S. only. We do not ship to APO/FPO/PO box addresses. Visit our Shipping & Returns page for more information.

Can I return my purchase if I don't like it?
Yes. For more information, see our Returns policy.

What do I do if I didn't receive a shipment?
If you're missing items or shipments, contact us within 30 days of ship date.

For more information about shipping, please visit our Shipping & Returns page. 

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Please note, information for Nordstrom Rack orders made before May 10, 2021 is longer 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.

You can initiate returns for eligible in-store and online orders from your nordstromrack.com account or by using the Guest Returns page if your purchase history is unavailable.

What is the return policy?
You have 45 days from the original ship date to make returns on eligible items. Returns can be made by mail or for free at your nearest U.S. Nordstrom Rack store or U.S. Nordstrom store. To confirm whether your item is returnable, check your invoice, email confirmation or Purchases page. 

What items are returnable?
Apparel, footwear, home and accessories (bags, sunglasses, leather goods, jewelry and watches) may be returned unless the item is marked Final Sale or Non-Returnable.

Items must be returned in their original packaging, including hangers, hang tags, dust bags, eyewear cases, shoe boxes and gift boxes when applicable. Items must not be worn, altered or damaged.

Beauty items are final sale, unless otherwise specified.

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.

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Don't have an account? Start Here

How do I return items by mail?
Send your item(s) back to us with the prepaid shipping label that we'll provide. The return shipping fee is $5.95; we'll automatically deduct the fee from your refund. Please visit our Shipping & Returns page for full details.

I need to make a return but I can't because my purchase history isn't viewable. What should I do?
Information for past Nordstrom Rack orders made before May 10, 2021 is longer be viewable in your account purchase history. You can search for orders with eligible returns on the Guest Returns page when you visit our website (online returns cannot be initiated on our app). You’ll need the order number on your packing slip, order confirmation email or contact our Customer Care team via Live Chat or by phone at 1-888-966-6283. Or, you can return your purchase to a Nordstrom Rack or Nordstrom store!

How do I return items in Nordstrom Rack and Nordstrom stores?
Simply bring the item(s) you'd like to return to your nearest U.S. Nordstrom Rack store or U.S. Nordstrom store along with your receipt and original form of payment. Find a store.

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. Refunds for gifts will be issued as a Nordstrom Gift Card, redeemable online and in store at Nordstrom Rack and Nordstrom.

Can I make exchanges?
Sorry, we do not provide an exchange option at this time.

I shipped an order to Canada from nordstromrack.com when that was an option and I'd like to return an item. How can I do that?
You can return eligible items by contacting Customer Care. You'll need the order number on your packing slip or order confirmation email. A returns shipping charge of $10.95 will be deducted from your refund per shipping label used.

Nordstromrack.com has partnered with Landmark Trade Services Ltd., a licensed Canadian Customs Broker to provide international customers with an enhanced shipping and returning experience. Please note the Canadian clearance authority statement below.

Nordstromrack.com is an approved CREDITS participant with the Canada Border Services Agency (CBSA). By ordering goods from Nordstromrack.com, I hereby authorize Landmark Trade Services Ltd. an approved customs broker on CREDITS, to act as my agent, and to transact business with the CBSA, to obtain release of my merchandise, account for duties and taxes, control the return merchandise to Nordstromrack.com, and electronically submit refund claims on my behalf. Under CREDITS, I understand that the CBSA will send any refund of duties and taxes that were paid on the returned merchandise to the customs broker, and that I will obtain the refund directly from Nordstromrack.com. Further, I also authorize the customs broker to forward any refund issued by the CBSA in my name to Nordstromrack.com so they can be reimbursed.

For more information about returns, please visit our Shipping & Returns page.

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Does Nordstrom Rack offer promotions or hold sales?
Yes! While Nordstrom Rack is known for amazing everyday deals, we do offer special promotions and sales.

How can I find out about these special promotions and sales?
Some offers are only available through our apps, push notifications or emails. Sign up for our emails and download our app and enable notifications to ensure that you don't miss out!

How do I use a promotion code?
You may qualify for a promotion that is associated with a specific code. Promotion codes can be found on the promotion or product details page. To retrieve your gift, enter the code in the promotion code field in the payment section during the Checkout process. Promotion codes are not case sensitive.
Please note, many promotions do not require a promotion code and will automatically be added to your order during the Checkout process. You can see that the promotion has been added at the bottom of the Checkout page.

Are there any restrictions for promotions?
Promotions may be limited to purchases from participating brands, a specified group of items or a minimum order price. All promotions are available for a limited time during indicated dates, and only while supply lasts. 

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