- Do I need to create an account to place an order?
- Is your site secure?
- What if I need to change my order after I hit "Submit"?
- Will I be charged for making changes to my order?
- How do I know if my order went through?
- Why haven't I received an email regarding my order?
- How do I return or exchange something in my order?
- If I return merchandise, how long will it take to receive my credit?
- What do I do if something in my order is damaged or missing?
- Can I back-order an item that is sold out?
- What happens if I use a gift card but an item on my order is sold out?
- Why does the word "NONE" appear on my order confirmation email?
- Why doesn't the FedEx website recognize the tracking number of an order I placed?
- Can I order by telephone?
- When will I receive my order?
- Does Torrid.com offer gift boxes or gift wrapping?
Q: Do I need to create an account to place an order?
A: No, but if you do, you can store your billing address, multiple shipping addresses, join our mailing list, check your order status and create a wish list that you can share with friends! And we can contact you if there's a problem with your order. It's quick and easy. Just click here to create your account.
Q: Is your site secure?
A: Yes. All credit card information is encrypted across a secure line. You can learn about the encryption we use by clicking here or on the Verisign logo, located at your Shopping Cart.
Q: What if I need to change my order after I hit "Submit"?
A: Call us immediately at 1.866.867.7431. Internationally, please phone +1.626.709.1188. As long as the order hasn't gotten too far along in processing, we should be able to modify it for you so it isn't further delayed. Please note: If your order has been shipped, it cannot be changed.
Q: Will I be charged for making changes to my order?
A: You will not be charged for making changes to your order, however you may see a "pending authorization" on your bank account until your bank verifies that the funds are available. Once your payment is authorized, we will ship your order and you will see your final charge, only for the items actually shipped.
Q: How do I know if my order went through?
A: You will receive an order number via email. Make sure you only click the "Submit" button once to avoid duplicate orders or charges.
Q: Why haven't I received an email regarding my order?
A: There are usually two reasons: you may have an outdated email address on file, or you may have a spam blocker filtering email from us. Make sure to keep your user information current and try turning off any spam blockers that may be preventing our messages from getting to you. Or, to ensure our emails always reach you, add firstname.lastname@example.org to your address book.
Q: How do I return or exchange something in my order?
A: It's easy! Click here for instructions and to view our returns/exchange policy. Torrid must receive all returns and exchanges, including the replacement of missing or damaged items, within 60 days of the purchase date listed on your receipt.
Q: If I return merchandise, how long will it take to receive my credit?
A: We will process your credit as soon as we receive your returned merchandise in our warehouse. Typically, the purchase amount will be restored to your credit card anywhere from 24 hours to 7 business days, depending on your financial institution's policy. If you paid for your purchase with a Torrid gift card, a new gift card will be sent to you in the amount of the merchandise returned.
Q: What do I do if something in my order is damaged or missing?
A: Please contact a Torrid Personal Shopper right away! Click here to view our returns/exchange policy and instructions. Torrid must receive all returns and exchanges, including the replacement of missing or damaged items, within 60 days of the purchase date listed on your receipt.
Q: Can I back-order an item that is sold out?
A: No. We experience a fast-paced turnover of styles and need to make room for new merchandise. The good news is that, with very popular items, the product may be reordered. If there's a product you really want, send us an email by clicking here and selecting "Product Questions" from the email options. Include the item name, description and SKU number, if you have it. We'll let you know if and when it's coming back in!
Q: What happens if I use a gift card but an item on my order is sold out?
A: If you've used a gift card as payment for your order and an item has sold out, you'll receive a refund check in the mail. The refund process takes 2-3 weeks.
Q: Why does the word "NONE" appear on my order confirmation email?
A: The word "NONE" is significant only to our shipping system. It simply means that our system doesn't need any further information, such as size, quantity or color, to determine exactly which item to ship. The word "NONE" does not mean that an item is out of stock or that you are not going to receive the item.
Q: Why doesn't the FedEx website recognize the tracking number of an order I placed?
A: Your tracking number will not be recognized by FedEx.com until approximately 24 hours after your order has shipped. This is the time needed for FedEx's online tracking system to update. Try tracking your package again the following day and follow it to your front door!
Q: Can I order by telephone?
A: Yes. Call 1.866.867.7431 to speak with a Torrid Customer Service Representative Monday through Friday from 6:00 a.m. to 7:00 p.m. and Saturday from 7:00 a.m. to 5:00 p.m., PST. Internationally, please phone +1.626.709.1188. Please have the items and SKU numbers available when you call to place your order. You will also need to call us if you're placing an order using a money order or cashier's check. Your order may be delayed because the Torrid warehouse is closed on the following days: New Year's DayMemorial DayLabor DayThanksgiving DayChristmas Day
Q: When will I receive my order?
A: All orders take 1-2 business days to process, regardless of the shipping method used. Please keep this in mind when selecting shipping options. Orders are shipped Monday through Friday. Torrid may need to contact you if there is an issue with your order, so please keep your account information updated! All order communication is done via email, so it is important that your email address be accurate and current. For more information about shipping, click here. Your order may be delayed because the Torrid warehouse is closed on the following days: New Year's DayMemorial DayLabor DayThanksgiving DayChristmas Day
Q: Does Torrid.com offer gift boxes or gift wrapping?
A: We offer gift boxes during the holiday season. Just add them to your order when you're checking out. We will select the appropriate size and number for your order. Unfortunately, we do not offer gift-wrapping.