HOW CAN WE HELP
United States: 1.866.867.7431 International: 1.626.603.3190
Mon - Fri: 6am - 7pm PT | Sat: 7am - 7pm PT | Sun: 7am - 6pm PT
Answers To Your 3 Biggest Questions
Why does my order say "Still Processing?"
When you see “still processing” on your order status, don’t worry, we haven’t forgotten about you! That just means we’ve received your order, and you’re in line to have it filled as soon as we can get to it. Due to overwhelming demand, it may take up to 2 weeks before your order ships—and the status will say “still processing” until then.
Why is my return taking so long?
Due to shipping and receiving delays at our distribution center, it will take up to 4 weeks to process returns. Don’t forget that you can use your UPS/USPS tracking number to make sure your return made it to us. Unfortunately, until it’s processed in our distribution center, we are unable to advise on the status of your return.
When will my local store reopen?
We are reopening our stores in phases where it is safe and legal. We’ll communicate all store reopening announcements on our website—check to see if your nearest store is open by using our Store Locator. The best way to stay in the know about our stores, is to sign up for our emails or download the Torrid App.
Store Reopening FAQs
How will I know when my store is reopen?
Nothing is more important to us than your health and the health of our employees. We will be reopening our stores in phases and will only do so when it is allowed by state and local governments. We will communicate all store reopening announcements on our website. Check to see if your nearest store is reopen by using our Store Locator. Also, be sure to subscribe to our emails and download our APP to be the first to know!
What is being done to make sure that customers and employees are safe once stores are reopen?
To make sure everyone stays safe and healthy, we’re committed to following the guidelines given by the CDC. Some of the steps we’re taking to protect you and our associates are:
1. Shortening store hours to 12pm-6pm every day
2. Limiting the number of customers and associates in the store
3. Temporarily closing our fitting rooms
4. Wearing masks—we ask that you wear one too
5. Cleaning and disinfecting daily
6. Adhering to social distancing (6 feet) at all times
7. Offering hand sanitizer at our checkout counter
8. Requesting customers not try on clothes in the store
9. Asking ill customers to come back another time
Will store hours remain the same?
We will have shortened hours of operations which may vary by location. This is to ensure that we can clean and sanitize the stores for the safety of our customers. You can check your local store hours using our Store Locator.
Shipping FAQs
Can I still shop on Torrid.com?
Yes! Torrid.com and the Torrid app are available 24/7 for all your style needs.
Why does my bank statement show two entries for the same order? Was I charged twice?
If you pay for your order with a debit card, your bank statement will show two entries at the same time, a pre-authorization and the final sale. The pre-authorization hold will fall off within a couple days, depending on your bank's policies. This hold allows us to verify that funds are available, allowing us to begin processing your order. Your card won't be charged until your order is shipped.
Why is my shipment delayed?
Due to increased order volume and the additional safety measures we are taking to protect our teams, it will take longer than usual for your order to arrive. Rest assured, we are working hard to deliver your order as soon as possible, while keeping our employees and our community safe.
Keep an eye on your email for all order updates. We'll email you once your order ships, or if there are updates on the status of your order.
Why is my order still processing? Why isn't there a tracking number yet?
We apologize for the processing and shipping delays affecting your recent order and appreciate your patience. We are working hard to deliver your order as soon as possible, while keeping our employees and community safe.
Keep an eye on your email for all order updates. We'll email you once your order ships, and this will contain a link to the most up-to-date tracking information for your order.
Can I delay my shipment?
Once your order is placed, we start working on it right away. At this time, we are unable to delay or hold shipments.
After my order is placed, can I change my shipping address?
Once your order is placed, we start working on it right away. Unfortunately this means we can't make changes to an order once it's placed.
How do I cancel my order?
Once your order is placed, we start working on it right away. Unfortunately this means we can't make changes to an order once it's placed. In limited circumstances, we may be able to cancel orders if they have not shipped. Please contact us for assistance.
How do I know if my order has been cancelled?
We'll email you as soon as possible if we have to cancel your order for inventory or other reasons. Your credit card will not be charged if we are unable to fulfill and/or cancel your order for any reason.
If you do not receive an order cancellation email from us, your order is still processing (even if the pre-authorization hold on your credit card has fallen off). Your credit card will be charged once your order ships.
Shipping To Store FAQs
How do I pick up my Ship to Store order?
If your Ship to Store order has already been received or is on its way to your local store, we will continue to hold your items and a store associate will be in touch to coordinate a convenient pick-up date for you when the store reopens.
How long will I have to pick up my order once the store reopens?
Your order will be available for pick up for at least 15 days after the store reopens. A store associate will be in touch to coordinate a pick-up extension in case you need more time.
How do I cancel my Ship to Store order?
If you no longer want your Ship to Store order, please contact us for assistance.
Returns FAQs
How do I return an item?
Due to shipping and receiving delays, we strongly advise that you return items to a local store once we reopen in your area. If you need to mail your return, please follow our step by step instructions on the Returns Policy page.
What is the online return policy?
We're temporarily adjusting our online return policy to 90 days from the purchase date for all existing and new orders.
What is the store return policy?
We're temporarily adjusting our store return policy. If your return time frame of 60 days has expired during the store closures, we will happily accept your in-store return 30 days after stores reopen. Please note, we are unable to accept store returns by mail.
Purchases made after stores reopen will be subject to our standard 60-day return policy.
When can I expect my refund for my online return?
Due to increased volume and the impact of COVID-19, it will take longer than usual to process your mailed return. Please allow up to 4 weeks for processing returns.
How will I get my refund if I paid with PayPal?
Please return your items by mail to receive a Paypal refund. Click here to start your online return process using our shipping portal.
Please note: If you have used PayPal to pay for your purchase on Torrid.com, you cannot return or exchange that item at a local Torrid store.
Torrid Rewards FAQs
When will I see my Torrid Rewards and points in my account?
You will receive your Torrid Rewards and points once your order ships and your credit card is charged. Due to increased volume, you may experience delays seeing points in your account.
Will my rewards expiration date be extended?
Yes, we are extending all rewards through June 30th at the earliest (including birthday rewards!).
What happens to my points if I make a return?
If you make a return, points will be deducted from your account. 1 point will be deducted for every $1 you return.
If my order is cancelled for any reason and I used a reward to place the order,
can I expect to see my reward returned back to my account?
Yes, please allow up to 2 weeks to see the reward back in your account. Please contact us for assistance if you do not see your reward after 2 weeks.
Torrid Credit Card FAQs
All Torrid Credit Card related questions
Please reach out to Comenity Bank directly at 1-800-220-1181 (TDD/TTY 1-800-695-1788).
