ORDER FAQS
Do I need to create an account to place an order?
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.
Is your site secure?
Yes. All credit card information is encrypted across a secure line. You can learn about the encryption we use by on the Verisign logo, located at your Shopping Cart.
What if I need to change my order after I hit "Submit"?
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.
Will I be charged for making changes to my order?
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.
How do I know if my order went through?
You will receive an order number via email. Make sure you only click the "Submit" button once to avoid duplicate orders or charges.
Why haven't I received an email regarding my order?
There are usually two reasons: you may have an outdated email address on file, or you may have a spam blocker filtering email from us.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.
How do I return or exchange something in my order?
In-Store Returns: Bring your store receipt or packing slip to your local store and a sales associate will help you process your return. Please note that if you used Klarna, Apple Pay or Google Pay to pay for your purchase on Torrid.com, you cannot return or exchange at a Torrid store. PayPal purchases may only be returned by mail or to U.S. stores.
Returns By Mail: Click here to start your online return process. 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. Please note, we are unable to receive store purchases by mail. Click here to view our full returns/exchange policy.
If I return merchandise, how long will it take to receive my credit?
We will process your credit as soon as we receive your returned merchandise in our warehouse. Please allow 1-2 weeks for processing returns. 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, please allow 3-4 weeks for your refund to be placed back on the original gift card used for purchase.
What do I do if something in my order is damaged or missing?
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.
Can I back-order an item that is sold out?
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!
What happens if I use a gift card but an item on my order is sold out?
If you've used a gift card as payment for your order and an item has sold out, you'll receive a refund on the original gift card used for payment. Please allow your credit card anywhere from 24 hours to 7 business days to appear.
Why doesn't the FedEx website recognize the tracking number of an order I placed?
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!
Can I order by telephone?
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. Saturday from 7:00 a.m. to 7:00 p.m. and Sunday from 7:00 a.m. to 6:00 p.m., PST. Internationally, please phone +1.626.603.3190
Please have the items and SKU numbers available when you call to place your order.
Your order may be delayed because the Torrid warehouse is closed on the following days:
New Year's Day
Memorial Day
Labor Day
Thanksgiving Day
Christmas Day
When will I receive my order?
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 Day
Memorial Day
Labor Day
Thanksgiving Day
Christmas Day
Does Torrid.com offer gift boxes or gift wrapping?
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.
Does Torrid.com offer price adjustments?
You may come across price variations due to changing promotions, price adjustments or markdowns during your shopping experience or after your order has been placed. We unfortunately cannot offer price adjustments on any items from prior purchases.
