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FAQ's

Order Status & Tracking

1. I didn't receive an order confirmation. What should I do?

If you did not receive an email confirmation of your order please call us at 1.855.300.7580 or email us at customerservice@chicosofftherack.com

2. I just placed an order. Can I check the status of it online?

For your convenience, chicosofftherack.com offers an Order Inquiry feature. Once you have logged in under "My Account", select the Order Inquiry link from the menu and you will be able to review and track delivery on orders made online and by phone.

3. What if an item is unavailable or backordered?

While we make every effort to fulfill your order, occasionally certain items may be unavailable. We will notify you via your email confirmation if we are out of stock on an item that you have ordered. Any changes will be removed from your order total and will be reflected on your shipping invoice. Items that are backordered will be indicated in your confirmation.

4. I received my order, but one item was missing. What should I do?

If you received your order and an item is missing (that is not on backorder) please call Customer Service at 1.855.300.7580 for further assistance.

5. How do I modify or cancel my order?

Due to the quick processing time at our distribution center, we are unable to cancel or modify an order after it has been submitted.

6. My order status is In Progress. What does that mean?

Your order is in the process of being fulfilled and shipped, but has not yet received a tracking number. Changes to your order cannot be made once your order is In Progress. We will gladly accept your return and provide an exchange or refund in accordance with our Return Policy.

7. I just ordered something, but now it's on sale. Do you honor price adjustments?

Online or catalog purchases are not eligible for price adjustments. For an in-store purchase, we will adjust the price of an item on a one-time basis (excluding Final Sale items) if the price decreases within 14 days of original purchase and if you present your original receipt in-store; exceptions apply.

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Ordering & Payment Options

1. I'm not sure what size I wear. Does chicosofftherack.com have a size chart that can help me?

Yes, we have a size chart link available on each product page.

2. I saw an item in one of your boutiques, but can't seem to find it on your website.

Merchandise selection on our website varies from our boutiques. Call us at 1.855.300.7580 and one of our sales associates would be happy to try to locate any item for you.

3. I want to purchase an item that I see online, but you don't have my size. Will it be back in stock?

We are a specialty company and make limited quantities of our apparel and accessories. Not all items that sell out will be re-stocked. If we are expecting to re-stock the item we will show an "expected shipping date" on the order confirmation. If sufficient quantities are available in boutiques, you can contact Customer Service at 1.855.300.7580 and the item can be located from a boutique location and mailed to your home.

4. Is it possible to save items in my bag?

You are able to save items in your shopping bag once you have logged on to the site. However, we do not recommend holding items in your bag for over a week. We are a specialty company and once an item sells out, the item will automatically be removed from your bag.

5. Can I purchase a Gift Card online?

Yes. Gift Cards are available for purchase online, by phone or at any participating Chico's location.

6. How do I redeem my Gift Card?

Gift Cards may be redeemed at any participating Chico's location, by phone or online at chicos.com or chicosofftherack.com. To redeem online have your Gift Card out as you will need to input the card # and pin during the Payment page at Checkout. For additional information regarding the redemption of Gift Cards, please call 1.855.300.7580.

7. Do you gift wrap?

We do not offer any gift shipping options at this time; please note that any packages sent as a gift will include a regular receipt (including pricing information), not a gift receipt.

8. What are the Chico's online payment options?

We accept all major credit cards (Discover, American Express, Diner's Club International, JCB, CUP, Visa and MasterCard), Paypal, Chico's Gift Cards and checkcards from either Visa or MasterCard.

9. When will my credit card or PayPal account be charged?

Your credit card or PayPal account will be authorized for the entire amount of the order at the time of purchase. The card or PayPal account will then be charged when the order is shipped. We will send you an email confirmation of your order once you have completed the order.

10. My credit card was declined, but the charge is showing on my credit card account. What happened?

The "charges" that are appearing on your card account are pre-authorization holds. They are not charges; however, your card company may be temporarily holding those funds. Your card may have declined for one of the following reasons:

  1. Your BILLING address entered does not exactly match the BILLING address that your card company has on file.
  2. Your card company is declining your transaction because of insufficient funds or another reason from your card company.

Please contact your card company to release any pending holds from Chico's Off The Rack if you received an ERROR response that matches any of the reasons above. Chico's Off The Rack has no control of the grace period for releasing authorized funds, particularly debit card funds.

11. When will my order be processed?

If your order fits all authorization criteria, then all orders placed Monday-Friday before 12pm EST ship out the same business day, pending any unexpected delays. Orders placed on weekends and holidays will be processed and shipped on the next business day. If an item is on backorder, the item will ship out once it passes our quality control process.

12. I can't find the item I'm looking for. How can I search for it?

You can either enter the 9-digit Item number from your catalog into the search box at the top-right of the screen, or you can click on the Search link to find products by Keyword, Color and Size.

13. How do I use a coupon or discount code?

You will have the opportunity to enter in your discount code during Step One of the Checkout process.

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Passport Program Information

1. What is the Passport Program?

The Passport Program is the Chico’s and Chico’s Off The Rack customer loyalty program. Passport is open to U.S. and International residents, excluding Canadian residents. International residents are not able to shop on chicosofftherack.com at this time and will not receive Passport benefits on chicosofftherack.com, but are able to create a Passport account on this site. Unfortunately, Canadian residents are not eligible for the Passport Program. If you are a Canadian resident, you may create an online account, but you will not be enrolled in our loyalty program. There is no fee to join or maintain membership in the Passport program. You may sign up for Passport online, at any U.S. Chico’s Off The Rack boutique, or by phone at 1.855.300.7580 by providing your first and last name, valid mailing address, phone number, email address and birth month. To receive your full benefits please provide your qualifying membership number every time you shop at Chicos.com, chicosofftherack.com, Chico’s Boutiques or Chico’s Outlet stores. When your qualifying merchandise purchases reach $500 USD (whether it takes one day or three years) you will receive the full benefits of the Passport Program.

The Passport Program and Passport membership is governed by our Passport Program Terms and Conditions , which may be updated from time to time. To review our current program terms, click on the link above.

2. The website gave me a different Passport or Introductory Passport number, what do I do now?

The numbers should merge within 72 hours and your original number is the one that will remain active. Any purchasing you do on the temporary number will be transferred to your original account once merged. In the meantime, if this interferes with your discounts and benefits, just contact us at 1.855.300.7580 or   customerservice@chicosofftherack.com with your order information and we will make the adjustments for you. If you are a full Passport member (qualifying merchandise purchases reach $500) and your order does not reflect your member discounts, please contact us with your order information and we will make the adjustments for you.

3. Where do I input my Passport or Introductory Passport Number?

If you are new to the website but have already received a Passport or Introductory Passport number by shopping in our boutiques or by phone, there will be a field in the online Registration page where you can enter your Passport or Introductory Passport number. By doing so, it will help us locate you in our records and ensure that you receive your Passport benefits as you shop online.

If you are already a registered user on chicosofftherack.com and are logged-in to the site you will automatically receive your Passport benefits. In this case you will not need to enter your Passport or Introductory Passport number.

4. I am a Passport customer. Where will I see my 5% discount applied to my order?

If you are a Passport member (qualifying merchandise purchases reach $500), you will see all of your discounts, including your 5% Passport discount on merchandise, on Step 3 of the Checkout process. In addition, you will receive a confirmation via email once your order has been processed. If the discount is not reflected, please contact customer service at 1.855.300.7580 or email us at customerservice@chicosofftherack.com to review your order.

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CHICO’S OFF THE RACK RETURN POLICY

Chico’s Off The Rack and Chico’s Outlet merchandise can only be returned on chicosofftherack.com or to our Chico’s Outlets. Chico’s boutiques and chicos.com cannot accept returns of Chico’s Off The Rack or Outlet merchandise.

For more information regarding returns, adjustments, and exchanges, please read our Return Policy.

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Shipping Options & Charges

1. Do you ship to APO/FPO military addresses or P.O. Boxes?

We do ship to military addresses and P.O. Boxes, however, we can only ship these items via Standard and Express delivery. Please note that Standard delivery requires an additional three days of arrival time.

2. Do you save my billing and shipping information so I don't have to enter it each time I place an order?

If you are a registered user and have signed in, yes. The current address we have on file for you will automatically show up in Step 2 of the Checkout process. You will be able to make any revisions at this time or enter in a different "Ship To" address.

3. What is the difference between a shipping and a billing address?

Your shipping address is where you would like your order to be shipped to; your billing address is the address associated with your chosen form of payment.

4. What are the methods of shipping and charges?

Shipping Options
(Orders placed by 12pm ET Monday-Friday)
Standard* 6-9 Business Days
Express** 2-5 Business Days
Two Day*** 2 Business Days
Next Day*** Next Business Day

* Standard delivery is available for all U.S. addresses. APO/FPO military address deliveries arrive within 6-9 business days via USPS.
** Express delivery is not available for U.S. territories, Alaska, and Hawaii.
*** Two Day and Next Day deliveries are not available for P.O. Boxes, APO/FPO military addresses, and other areas our parcel carriers does not service.
Please note: "Business day" refers to Monday through Friday, excluding holidays. Next Day requested on Fridays is not available for Saturday arrival.


All shipping charges listed on our website include both shipping and handling fees; these fees are non-refundable.

Order Tracking

For online orders, just click on the link in your confirmation email. If you placed a phone order, please call our Customer Service Team.

Sales Tax

Taxes are based on the order's "ship to" address.

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Buy Online Pickup In Store

1. How do I know if my order is available for same-day pickup in store?

Any product that is eligible for pickup will have a highlighted pickup area near the “add to bag” button. All you have to do is select color, size and quantity, click the “pick up in store” button and then enter your zip code. We will show you all of the stores near you that have product availability. Save your store location by clicking “my store” and we will show you inventory status at your store as you continue to shop. If you are a registered user, we will save your store to your account settings.

2. When will my order be ready?

  • Orders are typically confirmed within the hour of placing the order.
  • If an order confirmation email is not sent to you within an hour of placing the order, you should call the store selected for pick up.

3. When should I come to the store to pick up my order?

  • Orders are typically ready for pickup within 4 hours.
  • We will send you an email to let you know when it’s time to pick up your order! When your order is ready for pick up, you will receive a “Ready for Pick-up” email. This email will provide your in-store location for pickup and instructions on what to bring.
  • Order must be picked up in the same store that you selected for pick up. You cannot change store.
  • If the order was placed within 4 hours of close or after hours, it will be available for pick up the next business day. Store hours vary by location and by day.

4. What do I need to bring to the store in order to pick up my items?

You’ll be required to bring a valid government issued ID, such as a driver’s license or passport, and the order number or order confirmation email to pick up your items.

5. Can someone else pick up my order?

Yes! You can pick up your order yourself or designate an alternate person to pick up your order. If someone else is going to pick up your order, you must designate them as your alternate person when placing your order. You will need to provide their name and email address. We will notify both of you with a “Ready for Pickup” email with instructions for picking up your order. Your pickup person will need a valid government issued ID, such as a driver’s license or passport, and the order number or order confirmation email to pick up your items. Only the person you’ve designated can pick up the order.

6. Where do I pick up my order?

Pickup locations vary by store. Your “Ready for Pickup” Email will give you the store location where you can pick up your order. Our Style Experts are always happy to help if you let them know you are there for an order pickup.

7. How long will the store hold my order?

We will happily hold your order for 4 days, starting the day your order was processed. If the items are not picked up in four days, we will cancel your order and remove the hold that was placed on your original method of payment so that you will not be charged for the order. If you need to hold your order longer that 4 days, and want to arrange a time extension, please contact the store selected for pick up.

8. When will I be charged?

We will put a hold on your card when your order is placed online, and the transaction is completed when order is picked up. If the customer does not pick up the order, the hold is lifted, and the order is cancelled.

9. What happens when my order is not available for pickup?

If for some reason any item, or the entire order, is no longer available for pickup, you will receive an email to let you know. If it is the entire order, the order will be cancelled, and your credit card will not be charged. If it is a partial order, we will continue with the order and have the available items ready for pickup at your selected store. Your credit card will be charged only for the items you pick up. You will not be charged for missed items.

10. Can I select to pick up some items and ship others?

Yes! Your order can have items to pick up, items to be shipped to you or gifted to someone else, and any combination of these. Just remember, you are allowed to ship items to only one address and pick up items from up to four stores.

11. How do I return an item?

We want you to be happy with your order, but if you do need to return an item, you can do it right in the store. Just bring the item from your order and order confirmation email with you to any store location. You can also return your items by mail. Please see our Return Policy for details or call Customer Support at 855-300-7580.

12. Can I cancel my order?

If you are not entirely satisfied with your order, you can cancel it in the store you selected. Please note that orders begin processing immediately after your order is placed, and it may not be possible to cancel the order until it is ready for pickup. If you need to cancel immediately after you place your order, please call Customer Support at 855-300-7580.

13. Can I get a price adjustment if the price is cheaper in the store?

If your item is available at a lower price in the store, you may request a price adjustment at the time of pickup. Some exclusions may apply. Please see our Price Adjustment Policy for details.

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Technical Questions

1. I forgot my password. What do I do now?

When you click on "My Account" to log in you'll see a link to receive a Password hint/reminder. If this doesn't help, click "Email Me My Password" and your password will be sent to you via email within 24 hours.

2. I spelled my name wrong when I registered. How do I correct it?

Sign in on "My Account" using your email address and password. Next, click on "Account Profile." Make any necessary changes here and save your changes. If you make a change to your name and see that another Passport number has been assigned to you, please contact our Customer Service Center at 1.855.300.7580 and we will get your accounts corrected.

3. How accurate is the color display on the Internet?

Because it's important that all chicosofftherack.com customers be pleased with their purchases, be advised that all color varies slightly from one computer monitor to another.

4. Does chicosofftherack.com use cookies?

To enhance your shopping experience at chicosofftherack.com, we use cookies, which are small data files that we store on your computer's hard drive. Rest assured, the cookies we use do not store personally identifiable information. They simply enable us to keep track of your order as you shop our site. For example, chicosofftherack.com uses cookies in order to save your shopping bag information so that you can browse from page to page without losing that information. When shopping chicosofftherack.com, we recommend you use a cookie-enabled browser in order to avoid having to constantly re-enter information. Cookies also enable us to monitor and maintain information about your use of our site. The information we retrieve assists us with tracking your order, improving our site design, products, services, contests and promotions and overall shopping experience.

5. I keep getting an error page. What should I do?

Please call our Customer Service Center at 1.855.300.7580 and be prepared to provide them with the error number listed on the error page.

6. Do I have to provide my email address if I want to browse the products?

You do not need to provide your email address if you just want to look around and browse the products on chicosofftherack.com. We will ask you for your email address when you choose to make a purchase so that we may send you an order confirmation immediately after you place your order and to communicate with you about your transactions. This is to let you know we've received your information correctly and we are processing your order. If you register an account with us, you are also signing up for our Passport Program and agreeing to receive marketing communications and Passport program marketing communications from Chico’s Off The Rack. When you register, there is a checkbox for you to select if you DO NOT wish to receive marketing communications from Chico’s or Chico’s Off The Rack. If you opt-out of receiving marketing information from us, we may still contact you concerning your specific transactions and communications with us.

7. Do I have to sign in?

Chico’s Off The Rack does not require you to be registered or sign in to make a purchase on our web site. We do strongly recommend creating an account online for all the great benefits of our Passport program, but we welcome guest shopping. Visit the "My Account" link at the top of any page to sign in and join the Passport Program.

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Pricing Policy

1. Curious about our pricing policy?

Our product detail pages show two prices, a strike-through price and our discounted price. The strike-through price reflects our "Comparable Value" comparison price. To come up with our "Comparable Value" price, we compare our prices to the prices of similar styles from our full-priced retail stores. We will adjust the price of the item to take into account differences in the features, benefits and materials between the full-priced store and outlet products. This adjusted price becomes the "Comparable Value" price. We then work to provide you with a discounted outlet sales price that provides you with the value you have come to know and love from our outlet products.

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