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Our COVID-19 Response

The health and safety of you and our employees is our top priority. In addition to complying with state and local mandates, here's what we're doing to help protect everyone at our stores:

  • Health screenings for employees
  • Requiring & providing face coverings to employees & customers
  • Limiting the number of customers to promote social distancing
  • Increased cleaning & sanitization
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  • Cleaning fitting rooms between each use
  • Revised store hours at some locations
  • Contactless Curbside Pickup at selected Nordstrom stores
  • Contactless payment
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Learn More About Our
Health & Safety Practices

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Frequently Asked Questions

  • Shipping
    • Can I still shop online? Yes! and 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, or check 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, simply visit your Returns page and select "Changed My Mind" on the order you wish to cancel. You can also select "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 two-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.

  • Returns
    • 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 Currently, we do not have the capability to process returns for in-store purchases.

  • Our Employees
    • Are fulfillment and distribution centers still open? Our distribution and fulfillment centers, as well as in-store fulfillment, 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 health screenings, mandatory face coverings, 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.

  • Additional Questions
    • I usually make my Nordstrom credit card payment in the store. How can I make my payment if my nearest store is closed? You can make a payment by signing into, texting "Hi Nordstrom" to 85224 (message and data rates may apply) or calling the number on the back of your card.

    • 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.

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

Previous COVID-19 Updates

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

    May 4, 2020

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  • Working Together in Our Communities

    March 27, 2020

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  • An Update for Nordstrom Employees

    March 25, 2020

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  • An Update from Nordstrom

    March 16, 2020

    Read More