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Customer Service


Order Status

When will my order ship?

Orders are processed Monday - Friday between 8 AM and 5 PM. With some exceptions, orders are processed within 48 hours of submitting the order. You will receive a shipping confirmation by email when your order has been shipped.

How can I check the delivery status?

When the order ships, a tracking number is sent via email. Please use this number to check delivery status.

My package is still at the same location. Why?

Please allow 24 hours for UPS to update their system and 48 hours for USPS to update before checking the status. Please note: areas of severe weather will cause a delay in delivery.


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.


Refunds and Exchanges

How do I return for a refund?

You may return your items for a refund by following the directions on the packing slip or by contacting customer service.

Can I exchange for a different size or color?

An exchange may be made within 90 days of placing the order. The item exchange must be of equal or lesser value.


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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