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FREQUENTLY ASKED QUESTIONS

Customer Service

Tax

Sales tax on your order is calculated according to the destination of the merchandise, since states have individual tax laws. Eddie Bauer doesn't benefit from the collection of sales/use tax and we remit collected tax directly to the taxing jurisdiction. We are required to collect tax on any order sent to states where we operate a retail business.

There is no sales tax on orders delivered to AK, DC, DE, HI, MT, NH, OR ,RI and WV.

State sales tax is charged on total merchandise (excluding some clothing and footwear) for orders delivered to: IA, ID, MA, MN, NJ, OK, UT and WY.

State sales tax is charged on total merchandise in: AL, AZ, CA, LA, MD, ME, VA and VT.

State sales tax is charged on total merchandise in: AR, CO, CT, FL, GA, IL, IN, KS, KY, MI, MO, MS, NC, ND, NE, NM, NV, NY, OH, PA, SC, SD, TN, TX, WA and WI.

Shipping

We offer great rates on shipping anywhere in the US and can send orders almost anywhere in the world. Choose your destination below to see the available shipping options and costs.

U.S. SHIPPING INFORMATION

Including US, APO/FPO and US Territories

Order Total Standard (3-6 business days) Express (3 business days) Express Plus (2 business days)
Up to $50 $7.99 $17.99 $22.99
$50.01-$80 $9.99 $19.99 $24.99
$80.01-$110 $11.99 $21.99 $26.99
$110.01-$140 $13.99 $23.99 $28.99
$140.01-$170 $15.99 $25.99 $30.99
$170.01 and up $17.99 $27.99 $32.99

APO/FPO & U.S. Territories: allow 2 weeks for delivery. Express and Express Plus is not available for orders delivered to APO addresses.

Orders placed after 6pm Eastern time: add 1 day shipping time.

Monogramming, Gift Boxes, Inseams: add 1-2 days shipping time for any of these services included in the order Some products have stated delivery charges noted on the pages where they are sold.

INTERNATIONAL SHIPPING INFORMATION

Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in over 100 countries and territories. International shoppers now get the benefit of seeing their final order total in local currency including all duties, taxes and shipping during checkout before entering credit card information.

INTERNATIONAL SHIPPING COSTS

International shipping is calculated based on a number of factors, including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the checkout based on the items you are purchasing and your shipping destination.

ESTIMATED DELIVERY TIMES

Below are estimated delivery times for international orders. Once in checkout you will be quoted specific delivery times based on your selected destination country, and the shipping methods available for the items in your shopping cart. A street address is required for international delivery.

Country / Region Shipping Method Delivery Time
The Americas
Canada (Standard) Canada Post Expedited Parcel 4-10 business days
Canada (Express) DHL Express 3-5 business days
Mexico (Standard) DHL Economy 6-8 business days
Mexico (Express) DHL Express 4-6 business days
All Other Countries View List DHL Express 4-10 business days
Africa
South Africa (Standard) DHL Economy 7-9 business days
South Africa (Express) DHL Express 5-7 business days
Egypt (Standard) Aramex 7-12 business days
Egypt (Express) DHL Express 5-7 business days
Asia
Hong Kong (Standard) Yamato TA-Q-BIN 7-10 business days
Hong Kong (Express) DHL Express 4-6 business days
Japan (Standard) Yamato TA-Q-BIN 7-10 business days
Japan (Express) DHL Express 4-6 business days
Singapore (Standard) Yamato TA-Q-BIN 7-10 business days
Singapore (Express) DHL Express 5-7 business days
All Other Countries View List DHL Express 4-9 business days
Australia
Australia & New Zealand (Express) DHL Express 5-7 business days
Europe
United Kingdom (Standard) DHL Global Mail 6-9 business days
United Kingdom (Express) DHL Express 4-6 business days
All Other Countries View List DHL Express 4-10 business days
Middle East
All Countries View List DHL Express 4-9 business days
Russian Federation
Russia SPSR Express 12-17 business days
South & Central America
All Countries View List DHL Express 4-10 business days

Orders placed after 6pm Eastern time: add 1 business day shipping time.

Monogramming and Hemming: add 1-2 business days shipping time for either of these services included in the order.

DUTIES & TAXES

Duties (or customs tariffs) are set by the destination country customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Borderfree supports. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the International checkout.

EXCHANGE RATE

The daily exchange rate is applied to your order. The rate charged to you is a guaranteed amount - this will not change once you accept an order. To know how much your order will cost in local currency before you buy, simply add items to your shopping bag and proceed through checkout. You will see the guaranteed cost of your order in local currency prior to entering your credit card number.

PAYMENT

Visa, MasterCard and American Express are accepted for payment on international orders. Your credit card will be billed by Borderfree at the time your items leave the United States and your credit card statement will read BF*Eddie Bauer LLC where "BF" denotes the Borderfree network.

ORDER TRACKING

Within 24 hours of placing your order, you will receive an order confirmation email. When your package clears our international facility and is on its way to you, you will receive a shipment notification email that will include a link to track your package with the Canadian carrier.

OUR GUARANTEE

Our guarantee is the same for all orders whether domestic or international and states "Every item we sell will give you complete satisfaction or you may return it for a full refund". Our customer care center will help you process your return. Customers who received their international orders through Borderfree will be refunded all duties and taxes that were initially paid on the items returned. To request a return: contact our customer support at 1-800-848-4910 or .

SHIPPING INTERNATIONALLY FROM THE UNITED STATES

If you are located in the United States and would like to ship an order to an international address your order will be sent through our partner Borderfree. You will receive a guaranteed order total for an order that is shipping internationally, but pay in USD using a US credit card. This also works if you're an American traveling or living abroad.

PRODUCT EXCEPTIONS AND RESTRICTIONS

  • We are able to ship most items internationally with the exception of factory shipped items, some oversized items and restricted items such as fragrance, live plants and perishable items.
  • Gift Boxes: not permitted for international orders due to customs requirements.
  • Gift Cards and E-gift Cards: cannot be purchased or redeemed online for international orders.

FURTHER QUESTIONS

If you have any further questions about international orders, please email us at or call us at 1-800-426-8020.

The following Customs Broker statement applies to orders placed by Canadian consumers prior to May 1, 2014: By ordering goods from Merchant, you hereby authorize a licensed Canadian customs broker chosen by Canada Post to act as your agent, and to transact business with Canadian Border Services Agency (CBSA) to clear your merchandise, account for applicable duties and taxes, to return merchandise to Merchant and prepare and submit refund claims on your behalf for any merchandise that you return. You understand that CBSA will send any refund of duties and taxes that were paid on the returned merchandise to the broker, and that you will obtain the refund directly from Canada Post. In this connection, you also authorize the customs broker to endorse any refund cheque issued by CBSA in your name, so that Canada Post can be reimbursed.

Estimate Order Total

Until we know your complete shipping address in checkout, your order total is only an estimate, but it's a very good estimate.

Once you have entered the specific street address where your package will be shipped, we will calculate the exact tax amount, and as a result, your actual order total.

How do I add a promotion?

You can add a promotion code to your order by typing it into the Promotion Code field and clicking the apply button on the Promotion & Delivery Page.

If you are having difficulty, please review the promotion's details to see how and when it can be used.

Discount and free delivery codes should be placed in the Promotion Code field of the order before it's sent. But, if you've placed the order within 14 days of your request, we can add it to your order for you. Just email us 24 hrs a day, 7 days a week and complete the email form (don't forget to include your order number, name, address and the promotion code you're using in the comments field), and we'll be happy to make that adjustment for you.

How can I send a gift or ship to another address?

If you'd like to send a gift, just enter the recipient's information for the shipping address. When you send to a name and address different than the info on the billing address, the invoice will arrive without prices included. Unfortunately, we are not able to mark packages as gifts.

You can also add gift boxes from the shopping cart for eligible items.

How To Empty Your Cart

If you're receiving a message stating your cart is empty, it may be because your browser is not set to accept cookies. To fix this, just check your browser setting and enable your cookies.

Why do you need cookies? Our site is designed to use cookies to keep track of the items you order during your shopping session. When you're ready to check out, all of the items are saved in your shopping cart by using the cookies. If you don't enable cookies in your browser, our site won't remember what you've ordered, therefore making your shopping cart empty.

For more information, read our complete Privacy Policy. If you prefer to order over the phone, please call 1-800-426-8020 and we'll be happy to place your order for you.

Note: You can now keep items in your cart for up to 30 days, but this doesn't guarantee the item will be available when you check out.

How to Redeem Gift Cards & Gift Certificates

Redeeming gift cards or certificates online is easy. Simply enter the number and dollar amount in the space provided on the Promotion & Delivery Page during the checkout section of your order. If you have a merchandise certificate, you can follow the same process.

Note: When ordering online, you can use up to four gift cards or certificates per order. If you would like to use more than four gift cards or certificates on an order call 1-800-426-8020, and we'll be happy to assist you.

Track Your Order

If you already have an account, you can track the status of your order once it has shipped. Log in to access your account now. You will also receive an email notice once the order has shipped, usually within one business day for orders placed by 6 p.m. ET.

Having an account also allows you to access current and past orders for up to nine months.

If you don't have an account but would like to start one, create an account now.

Returns & Exchanges

Returning online purchases is simple! See our Easy Returns & Exchanges page for details.

As our guarantee states "Every item we sell will give you complete satisfaction or you may return it for a full refund" Returning online purchases is simple! You can follow one of our three simple ways to return.

1) Return to a store
2) Use the prepaid label on the front of the order summary included with your order. A return shipping charge of $6.00 will be deducted from your merchandise credit or refund for returns weighing 5 pounds or less and $8.50 for all other packages.
3) Return your package using the shipper of your choice

Please see the Returns & Exchanges page in the Customer Service section of our site for complete details.

How can I tell if my order has been submitted?

After sending your order you will receive a receipt page including a reference number and details on your order. The receipt page can be printed for your records if you want. We'll also send an email acknowledgement shortly to the email address you entered on your order.

It's unlikely, but if you should receive an error message after clicking Send this Order & View Receipt please cut and paste the message and send it to us via email. If you don't receive a receipt, please email us as well.

Can I change my order after it has been submitted?

Can I change my order after it's sent? Once your order is submitted, it can't be changed. The order processing begins as soon as you click Submit Order.

When will my order ship?

Once you click Send this Order & View Receipt the order is transmitted. This may take a few moments, so please don't double click!

You will get a receipt page that will have order details and an email will also be sent to you shortly after you get your receipt.

The order is then processed and shipped out. Once shipped, you can start tracking the package in our Track Your Order Status feature if you have an account. After your package has shipped we will send you another email indicating the package is on its way.

If you still have a question please feel free to either email us at customercare@csc.eddiebauer.com or call our sales associates at 1-800-426-8020.

What if items go on sale?

We'll be happy to give you a sale price adjustment on non-Clearance items bought from eddiebauer.com within 14 days from the date the order was shipped.

Sorry, but we cannot offer additional savings on Clearance items bought from eddiebauer.com. To keep these prices low, no sale adjustments can be made.

Credit card payment? Adjustments will appear on your statement within the next two billing cycles. Cash payment? A refund check will be mailed to you within two weeks.

So, if you're within the 14 days, just email us and make sure to include your order number, name, address, item number and the sale price you're requesting in the comments field. We'll take care of the rest. Thanks!

Can I cancel Backordered items?

You can cancel your backordered item by sending us an email 24 hrs a day, 7 days a week or by calling 1-800-426-8020. Please include your name, address, order number and item to be cancelled.

Global ReLeaf

Four Quarters. Ten Dimes. Sometimes a dollar doesn't sound like much. But at Eddie Bauer, this small change can buy a lot. When you "add a dollar" to the Eddie Bauer Global ReLeaf tree project, we'll plant a new tree in North America on your behalf. It's part of our continuing partnership with American Forests to reforest areas that have been devastated by natural disasters and plant trees in and around urban areas. Because Eddie Bauer is committed to this tree-planting program, we've made it easy for you to get involved. You can "add a dollar, plant a tree" in our stores, through our catalogs or online at eddiebauer.com. Just ask to add $1 or more to your purchase total.

Eddie Bauer Friends

Customers enrolled in the Eddie Bauer Friends program earn Rewards based on purchases at Eddie Bauer stores, online, and through our catalog. Once you accumulate enough Rewards, you can redeem them for select Eddie Bauer merchandise or earn certificates toward your next purchase.

To redeem Friends Rewards just include the number found on the back of your card with your next purchase.

Want to sign up? It's easy to join the Eddie Bauer Friends program. Enroll online now, or stop by any participating Eddie Bauer store to sign up and receive your free membership card.

If you're already a member, you can view your account balance and account information at eddiebauerfriends.com. If you don't have your membership number with you when ordering online, contact member services at 1-888-838-1920 and we can look it up for you.

Privacy

As a visitor, our site automatically recognizes your Internet service provider, but you can't be identified as an individual. For customers who make a purchase, we do collect information on which pages are accessed at our site. We use this information to improve your overall shopping experience. We also keep track of information volunteered during the order and registration processes - and we keep this information confidential.

We use industry-standard encryption technologies when transferring and receiving your personal information. On the Internet, when you see either a solid key icon or a locked padlock icon at the lower portion of your browser window, this indicates that the site is secured through Secure Sockets Layer (SSL). Pages requesting personal information should always have one of these icons. If you do not see one of these icons, please contact us to complete your transaction over the phone by calling 1-800-426-8020.

For more information, read our complete Privacy Policy.

Security

All the appropriate security measures are in place to protect you against the loss, misuse or alteration of your personal information, including your credit card.

For more information, read our complete Privacy Policy.

If you prefer to order over the phone, please call 1-800-426-8020 and we'll be happy to place your order for you.

Can I change the email address I use to log into eddiebauer.com?

Yes, first you will have to login to your personal account. Logging in ensures the security of your account information. Once you're logged in we'll take you right to the page where you can edit your address. Log in now.

Note: The email address you use for your account is separate from the email address you use to receive Eddie Bauer Email about special events, offers and sales. If you would like to update your e-mail address for Eddie Bauer Email, sign up with your new address and simply unsubscribe from your old address by clicking the link at the bottom of any promotional email you've received from us.

By Phone
Call 1-800-426-8020
24 hours a day 7 days a week
For Hearing Impaired
TTY 1-800-462-6757
M-F 7:00am-3:30pm EST
By Email
Send us an email with your questions.
By Mail
Eddie Bauer Customer Service
P.O. Box 7001
Groveport, OH 43125
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Our Creed

To give you such outstanding quality, value, service and guarantee that we may be worthy of your high esteem.™

Our Guarantee

Every item we sell will give you complete satisfaction or you may return it for a full refund.™

About Eddie Bauer

Eddie Bauer offers signature outerwear, apparel, outdoor gear, and accessories. All built to one standard: to be the best.