Welcome to Customer Service

Here you will find answers to your questions about shopping at our online store, your order, payment options and more. Simply select from the categories below for complete information.

Frequently Asked Questions & Answers

Where is my order?

During peak sale periods -- including Warehouse Sale and Winter Sale -- it may take up to 5 business days for processing and an additional 2-3 business days before leaving our warehouse. UPS will then have your order to you within 2-4 business days, depending on your location If an item in your order lists an expected shipping date -- for preorder items and certain sale items -- then your order should ship 2-3 business days after that date, to allow for processing time.

My order is incomplete, where are the other items?

The missing items are most likely in another shipment that is making its way to you. Preorder items and certain sale items may sometimes show an estimated ship date on the product page when you select the size you want. These items are often shipped separately from items that are listed as “in stock” on the product page.

Why are there multiple charges on my credit card?

Orders may be split into multiple shipments and we only bill for items when they are shipped. The total of these smaller shipments should add up to the original order amount.

How do I cancel or change my order?

Orders can not be modified or cancelled once they have been placed, so please review your order carefully before placing it.

What countries do you ship to?

At this time, orders can only be shipped to addresses within the United States. We are unable to ship orders to international addresses, APO/FPO addresses, or P.O. boxes.

Do you deliver on Saturdays?

At this time, we do not offer Saturday delivery. However, we can ship your order via Ground, 2nd Day or Next Business Day to arrive Monday to Friday.

What forms of payment do you accept?

We currently accept payment with American Express, Master Card, and Visa credit cards. We do not accept international credit cards or Theory Store gift cards or prepaid bank-issued gift cards.

Do you charge sales tax?

In accordance with individual state regulations, sales tax is automatically applied to your theory.com order if your shipping address is in one of the following states: CA, CO, CT, or NY.

What do I do if I forget my theory.com account password?

If you have forgotten your theory.com account password, please click Forgot My Password? on the Sign In  page.

How do I place a phone order?

To place an order by telephone, simply call us toll free at 1.877.242.3317. We are available Monday through Friday 9AM - 5PM EST excluding holidays.

How do I check the status of my theory.com order?

You can check the status of your theory.com order by logging into your Theory.com account and visiting the Order History section of your account. You will receive an order confirmation email after your order has been placed and you will receive a shipping confirmation email once your order has been shipped. Your shipping confirmation email will include the tracking number for your package. Please note that it may take up to 48 hours after the package leaves our warehouse for the tracking information to appear in the shipment tracking system.

How do I receive theory.com promotions or special offers?

To receive promotions or special offers from theory.com, please create an account  on theory.com.

Do you have Size Charts?

For our men’s size chart, please click here and for our women’s size chart, please click here .

Do I need an account to make a purchase at theory.com?

While we do not require an account to make a purchase at theory.com, there are many benefits to opening an account. A theory.com account offers you an easy and fast way to place orders. You can customize your account preferences and save your billing and shipping information for faster checkout. Your account also allows you access to your order history so you can track and check up on your most recent orders. Your account wishlist lets you customize and save your favorite, must-have items which you can then email to your friends. Your password assures that only you can have access to your account information.

What are your return & exchange policies?

We want you to be completely satisfied with your theory.com order, thus we will accept your return of product in original condition, with all tags attached, within 30 days of receipt of your theory.com order. All items marked FINAL SALE cannot be exchanged or returned at any time. Please note that shipping and handling charges are non-refundable. Upon receipt of returned goods, theory.com reserves the right to deny refund if the merchandise does not meet the return policy requirements.

At this time, theory.com cannot automatically process exchanges. To exchange an item, please return the item you wish to exchange and place a new order on theory.com.

How do I return my theory.com order?

To make a return, simply follow the return instructions on the order invoice included with your package. Securely pack and seal the return merchandise and return the bottom portion of the invoice in an appropriate shipping box. Affix our pre-paid UPS return label to that shipping box and drop it off at any UPS pick-up location.

If you return more than one item, each item returned will be refunded to your credit card as an individual transaction. If you ship your return using our pre-paid UPS return label that was included in your order, $7.00 will be deducted from one of your individual return transactions. Please note that original shipping and handling charges are non-refundable.

Once your package has been received by theory.com, your refund will be processed in the original form of payment within five to seven business days. If you return more than one item, each item will be refunded to your credit card as a separate transaction. You will be notified via email once the return transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account.

What is your price adjustment policy?

Theory.com is unable to price adjust on pending or previous purchases. 

How do I return a theory.com gift that I received?

Items purchased on theory.com, and received as a gift, may be returned by mail when accompanied by a gift receipt within 30 days of purchase – a credit will be issued in the form of a theory.com credit via email. Please make sure to include your email address with your gift receipt. Theory.com credits may be redeemed on theory.com only and will not be accepted as a form of payment in any Theory Retail or Outlet store locations.

You may also return or exchange your theory.com gift to any Theory Retail store within 14 days of receipt of your order. Your theory.com gift receipt must accompany your return or exchange. Gift returns will be refunded in the form of a Theory gift card. Please note that returns or exchanges for items purchased on theory.com will not be accepted at Theory Outlet locations.

How do I locate a style not listed on theory.com?

To locate a Theory style that is not listed on theory.com, please contact Customer Service.

What if I have a problem with my theory.com product?

If you have a problem with your theory.com product, please contact Customer Service.