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Customer Service


Order Status

1) When will my order ship?
Orders are processed by the date the order is placed and item availability.  High demand and Pre Sale items can and will take longer to process due to longer production times. 
2) Holiday orders
 Orders placed during Peak Season are not guaranteed to arrive in within the standard delivery time.  This is due to the increase in volume that the delivery services receive. 
3) How do I check delivery status?
Online – with use of the email address used to place the order or with the order number you may check delivery status online.  Please note:  A status of unfulfilled means the order is not ready to ship.
Customer service request- You may send a customer service request for order status.  Please include your order number, email address used to place the order and your name. 
4) My Package is still at the same location, Why?
Domestic orders- When orders ship UPS there is a delay in transfer from UPS to USPS.  This delay is due to transit times to your local post office or USPS sort center. 
International orders- All international orders must process through customs.  It is common for this process to take at least 24-48 hours, but may take longer during busy seasons. 

Order Changes

Can I change the shipping address?

You may change the address on an order that has not shipped by contacting customer service.

How do I change the size?

Changes to your order may be done by contacting customer service. If your order has shipped you will have to send the item back for an exchange.

Can I cancel the order?

Yes, if your order has not shipped, you can cancel the order by contacting customer service.

Can I combine orders?

No, orders are submitted and fulfilled in different intervals so we are not able to combine orders.


Returns and Exchanges

How do I make a return or exchange?

An exchange for a different size or return may be made within 14 days of placing the order. Our online returns website makes returning an item easy and hassle-free. You will be able to review items that are eligible for return and make size exchanges.

Make sure you have your order number and billing zip code. If you don’t know your order number, one tip is to try searching for “Old Row Store” or “Order Confirmation” in your email inbox.

We value you as a customer and want you to get the correct size so we’ll cover shipping both ways on all exchanges! If you elect to return your order completely, you can print your prepaid label, review your refund estimate and track the package back to our warehouse. The flat rate cost of return shipping is $7.50 for any number of items, will be deducted automatically from your refund.

To get started on your exchange or return, click HERE.

Shipping

Do you ship internationally or to APO/FPO addresses?

Yes, we do ship internationally and to military bases. Please be advised that International orders may take longer to arrive as they are processed through customs.

What type of shipping is offered?

Orders are shipped standard ground service and are delivered by the USPS.

Can I have an order overnighted?

Yes. You may upgrade the shipping by contacting customer service.

How much is standard shipping?

Standard shipping is $5.95 for domestic and $14.95 for international.

Are there additional shipping cost?

When shipping international you will have to pay a fee to customs. We are not able provide information on what the fee is, as it is determined and paid directly to customs.


Payments

What payment methods are offered?

We accept all major credit and debit cards (as well as Visa and Mastercard prepaid cards) and Paypal.

Credit Card Statements

The charge on your statement will show as Old Row. If you are unsure of a charge please contact customer service for assistance.


Item Inquiry

How do I know what size to order?

Please use the size charts on each product page for assistance.

Do you offer coupon codes?

Yes, we may periodically offer coupon codes on special sale days (Black Friday, etc).

When do you restock items?

Items are restocked as needed, please check the website weekly as our inventory changes on a daily basis.

What is the item made of?

This information can be obtained by contacting customer service with the name of the item.


Contact

How do I contact Old Row Customer Service?

You may contact us by emailing OldRowStore@tmgideas.com . When submitting an email please make sure to include your name, email address and order number.

What are your hours of operation?

Our hours of operation are Monday to Friday 8 AM to 5 PM.

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