We prioritize health and safety as we reopen stores at selected locations. Read more.

CUSTOMER UPDATE

Due to the impact of COVID-19, orders are delayed. Rest assured, we are working hard to deliver items as soon as possible, while keeping our employees and community safe.

Please note, due to the impact of COVID-19 and increased health and safety measures, returns processing is also delayed. For immediate answers, see our FAQs. Thanks for your patience. We’re in this together.

Our Response to COVID-19

Sharing Our Latest Update

We're looking forward to reopening our stores at selected locations.

Over the past several months, we've worked to bring you the service and convenience you need in new ways. And now as we look forward to reopening our stores, we want to be sure the approach we take is a thoughtful one. Your health, and the health of our employees, is our priority—and we're doing everything we can to create a store environment that's safe for everyone. We appreciate your understanding as we work to do so—we're better together and can't wait to see you.

Our Letter to You

See what we're doing in our stores to help keep you safe.

Read more about our health and safety practices.

Read more about our health and safety practices.

Download the PDF
Erik Nordstrom and Blake Nordstrom

Nordstrom is committed to protecting the health and safety of our employees, customers and communities.

While our U.S. and Canada stores are currently closed to help slow the spread of COVID-19, we're looking forward to reopening our stores at selected locations. As cities and states begin to share their plans to reopen, here's an update on how we're thinking about our stores.

We remain open and ready to serve you through our apps and online at nordstrom.com, nordstromrack.com, hautelook.com and trunkclub.com. At selected Nordstrom stores, we're offering safe, contactless curbside services for online orders as local regulations permit. Due to increased volume and the impact of COVID-19, we are experiencing delays in returns processing, and your order may take longer than usual to arrive. Additionally, our call centers are experiencing a high volume of customer calls, and wait times may be longer than usual.

We are living in very difficult times and there are many unknowns. What we do know is we have been around for 119 years, and the strength of our culture and the loyalty of our customers are what have sustained us through tough times. As a family-run company, we consider our employees and customers part of our family. We are here to serve you and to support you, and we will get through this together.

We are taking steps to support our employees who are not working at this time, and we are taking precautions to create a safe work environment at our distribution and fulfillment centers that remain open. We are also looking at unique ways to help in our communities and highlighting how others can join together to make a difference. Read on for answers to frequently asked questions and to learn more about our ongoing efforts.

Nordstrom Logo Nordstrom Rack Logo HauteLook Logo Trunk Club Logo

Frequently Asked Questions

Can I still shop online? Yes! Nordstromrack.com and hautelook.com as well as the Nordstrom Rack and HauteLook apps are available and ready to help you find what you need during this time.

Why is my shipment delayed? We appreciate your patience with the shipping delays. Due to increased order volume and the impact of COVID-19, it may take longer than usual for your order to arrive. We are working to get orders out to you as quickly as possible. Keep an eye on your email for all order updates. We'll send an email to you as items in your order ship, or if there are updates on the status of your order.

Where's my order? Why isn't there a tracking number yet? We appreciate your patience. We are working to get orders out to you as quickly as possible.

Tracking numbers for your order shipments become available once our carrier partners pick up the packages for delivery. We'll send an email to you as items in your order ship, and this will contain a link to the most up-to-date tracking information for your order. You can also check your order status to get the latest shipping and tracking info.

Can I delay my shipment? Once your order is placed, we start working on it right away. At this time, we are unable to delay or hold shipments.

How do I cancel my order? If you ordered with standard shipping, you can cancel an order within two hours from the time it was placed. If you’re registered at nordstromrack.com, simply visit your Returns page and select "Changed My Mind" on the order you wish to cancel. If you purchased using guest checkout, contact Customer Care within the same two-hour window.

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.

I recently returned my online purchase by mail. When can I expect my refund? Due to an 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 while stores are closed? Currently, we do not have the capability to process returns for in-store purchases. However, our return time frame has been extended for in-store purchases made on or after February 1, 2020. We will gladly accept qualifying returns in store up to 45 days after stores reopen. Purchases made after stores reopen will be subject to our standard 45-day return policy.

Can I return my in-store purchase to a Nordstrom or Nordstrom Local store? Currently, all Nordstrom and Nordstrom Rack stores are closed. This includes our Local stores. For all items purchased in store on or after February 1, 2020, we will accept returns up to 45 days after stores reopen. Purchases made after stores reopen will be subject to our standard 45-day return policy.

Can my return label fee be waived since I can’t return my items in store? We understand that our recent store closures prevent you from returning items at your local Rack store. So, we’ve decided to extend our return time frame. For all items purchased online on or after February 1, 2020, we will accept returns by mail up to 45 days after stores reopen. If you’d like to return items by mail, a return label fee will apply. Purchases made after stores reopen will be subject to our standard 45-day return policy.

When does the 45-day extended return window start? The extended-return time frame will begin once our stores reopen. You will have 45 days from that date to return your items in store and by mail. Purchases made after stores reopen will be subject to our standard 45-day return policy.

Does your extended-return time frame apply to U.S. and Canadian customers? Yes, the extended-return time period applies to all purchases made in the U.S. and Canada. Purchases made after stores reopen will be subject to our standard 45-day return policy.

How do I make an exchange for an item purchased in store? At this time, we can help you place a new order online for a suitable item. For all items purchased in store on or after February 1, 2020, we will gladly accept returns up to 45 days after stores reopen. Purchases made after stores reopen will be subject to our standard 45-day return policy.

What is Nordstrom Rack doing to help store employees? During this time of great uncertainty, we're making decisions to best position Nordstrom Rack for our employees, customers and communities. We're providing three weeks of pay to store employees who are unable to come into work as a result of the temporary store closure. We're also providing them with benefits through April, along with other resources they may need.

Are fulfillment and distribution centers still open? Our distribution and fulfillment centers remain open where permitted by local governments. This enables us to continue serving customers online and through our apps. We appreciate their commitment to serving customers and are grateful for their dedication. We're continuing to pay close attention to all local regulations and will take steps to remain in alignment with those, including closing facilities where needed.

What is being done to protect fulfillment and distribution center employees and those fulfilling orders in your stores? The health of our employees is a priority, and we take seriously the responsibility we have to create a safe work environment. We've put additional precautions in place, including additional cleaning, adjustments to allow for social distancing between employees and resources to help them stay healthy. If employees feel unwell, we are directing them to stay home and have implemented quarantining where appropriate. Given these steps, and guidance provided by local and national health experts, we feel confident our facilities continue to be safe workplaces for our people.

What is Nordstrom Rack doing to respond to COVID-19? To help do our part to slow the spread, we have temporarily closed our stores. We've directed many employees to work from home if they're able and have paused all business travel. We're implementing increased cleaning and reminding our employees how to stay healthy. Where needed, we're directing employees to quarantine.

I usually make payments on my Nordstrom credit card in store. How can I do it now? You can visit nordstromcard.com to manage your Nordstrom card account online. You can also contact our Service Center at 1-888-246-8720 for further assistance.

I'm struggling to make my Nordstrom credit card payment. Do you offer any "grace period"? We have support in place for qualified cardmembers who are experiencing hardship related to COVID-19. Please call the number on the back of your card so we can help you with available options.

How will I know when stores reopen? We are closely following announcements and updates around COVID-19, including direction from local authorities. We'll be sure to communicate information on our website. You can also subscribe to our emails for updates. When stores are reopened, we suggest calling the store before planning your next visit. All phone messaging will be updated with store-opening details.

Where can I find answers to my questions about Nordstrom and Trunk Club? Please visit our Nordstrom FAQ and Trunk Club FAQ.

We're looking forward to reopening our stores at selected locations. | May 4, 2020

We're looking forward to reopening our stores at selected locations.

May 4, 2020

We'll be doing everything we can to keep you and our employees safe and healthy. We appreciate your understanding as we work to do so—we're better together and can't wait to see you.

Read More  
Working Together in Our Communities | March 27, 2020

Working Together in Our Communities

March 27, 2020

Learn about our efforts to make more than 100,000 masks and support our community partners—and how you can help.

Read More  
An Update for Nordstrom Employees | March 25, 2020

An Update for Nordstrom Employees

March 25, 2020

Erik and Pete Nordstrom share company financial decisions, extended store closures and changes to our corporate workforce.

Read More  
An Update from Nordstrom | March 16, 2020

An Update from Nordstrom

March 16, 2020

Erik and Pete Nordstrom announce the temporary closure of all our stores in the U.S. and Canada.

Read More  

Contact Us

If you have any other concerns or questions not answered here, don't hesitate to call us. Please note that our call centers are experiencing a high volume of customer calls, and wait times may be longer than usual.

U.S.: 1-888-966-6283

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