FREQUENTLY ASKED QUESTIONS
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.
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.
We offer great rates on shipping anywhere in the US and can send orders to over 100 countries and territories worldwide.
U.S. SHIPPING INFORMATION
Including US, APO/FPO and US Territories
|Order Total||Standard (Delivers in 7-10 business days)||Expedited Shipping (Delivers in 3 business days or less)||Overnight Shipping|
|Up to $50||$7.99||$17.99||$22.99|
|$170.01 and up||$17.99||$27.99||$32.99|
APO/FPO & U.S. Territories: allow 2 weeks for delivery. 2-Day Shipping and Overnight Shipping are not available for APO/FPO, US Territories and PO Boxes.
Orders placed after Noon 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.
Custom Product Shipping: Custom items do not qualify for free shipping. They will be shipped separately and will arrive in 4-6 weeks. A
Items That Ship From Our Stores: In order to give customers access to more inventory, we sometimes ship items directly from our retail stores. Because of this, some of your items may be shipped separately; however, you will only be charged one shipping fee. Note, we are unable to provide gift boxes for those items shipped from one of our stores.
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|
|Canada (Standard)||Canada Post 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||DHL Express||4-10 business days|
|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|
|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||DHL Express||4-9 business days|
|Australia & New Zealand (Express)||DHL Express||5-7 business days|
|United Kingdom (Standard)||DHL Global Mail||6-9 business days|
|United Kingdom (Express)||DHL Express||4-6 business days|
|All Other Countries||DHL Express||4-10 business days|
|All Countries||DHL Express||4-9 business days|
|Russia||SPSR Express||12-17 business days|
|South & Central America|
|All Countries||DHL Express||4-10 business days|
Orders placed after Noon Eastern Time: Add 1 day shipping time.
Monogramming and Hemming: add 1-2 business days shipping time for this service 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.
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.
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.
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 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 CustomerService@service.eddiebauer.com.
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.
If you have any further questions about international orders, please email us at CustomerService@service.eddiebauer.com 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 button in your shopping cart.
If you are having difficulty, please review the promotion's details to ensure how and when it can be used.
Discount and free delivery codes should be placed in the Promotion Code field before the order is sent. But, if you have placed the order within 14 days of your request, we can apply it to your order for you. Justemail us 24 hours 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 the adjustment for you.
What if A Sale Price is Lower Than A Promotional Discount?
After you've entered your coupon code in checkout, we compare the new discounted price against the current price of each item in your shopping bag (including sale and BOGO prices, and multiple purchase discounts). We will automatically apply the deeper discount of the two, so you can always be sure you're getting the lowest possible price.
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.
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 & Certificates
You can redeem Gift Cards, E-Gift Cards, and Certificates at eddiebauer.com, by phone (1-800-426-8020), and in retail stores. Just follow these easy steps:
During the Payment checkout step, look at your card/email/certificate information and enter the number shown. (For help finding your card information, see below.)
Call 1-800-426-8020. Please have your card/email/certificate number ready when you place your order.
In Retail Stores
At checkout, present card/email/certificate plus valid picture ID to the sales associate. Find the store nearest 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
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, pleaseemailus 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 firstname.lastname@example.org or call our sales associates at 1-800-426-8020.
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.
One Tree Initiative
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.
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 registratio 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.
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.
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.