- Order Status & Tracking
- Ordering & Payment Options
- Returns, Adjustments and Exchanges
- Shipping Options & Charges
- Technical Questions
- General Questions
- International FAQ
Order Status & Tracking
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 1-800-243-4300 or email us at firstname.lastname@example.org
How do I check the status of my order, backorder, return or exchange?
For your convenience, registered shoppers can easily check the status of any order, using the "order inquiry" feature under "My Account". To check your order status now, click here. When you place an order with Boston Proper, you will receive a confirmation e-mail that includes the order number. Please retain this e-mail for your records. If prefer to check your order status by phone, simply call us toll-free at 1-800-243-4300.
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 contact you via email should a backordered item become unavailable.
As you browse the site and select an item to add to your bag, we will advise you of the item's current availability. Backordered items added to your shopping bag will ship as soon as they are available. You will not be charged for any backorders until the merchandise is shipped however, if using a debit card we recommend that you deduct the full amount of your order from your records today to ensure funds are available as your items become available.
All backordered items will ship Standard Delivery.
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 1-800-243-4300 for further assistance.
How do I modify or cancel my order?
Please contact us by phone at 1-800-243-4300 and we will make every effort to assist you. However, due to the quick processing time in our distribution center, we are often unable to cancel or modify an order after it has been submitted.
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.
I just ordered an item, but now it's on sale. Do you honor price adjustments?
One-time price adjustment merchandise that has been marked down may be made within 10 days of the date of shipment. For assistance, please call 1-800-243-4300.
Ordering & Payment Options
How do I select the Proper size?
Please refer to the "size chart" link on every product detail page. In some cases we also include, "tips" on sizing in our product description.
I want to purchase an item, but you don't have my size or color available. Do you expect to have it 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" while you are shopping and you may choose to backorder your selection. Backordered items added to your shopping bag will ship as soon as they are available.
Is it possible to save items in my shopping bag?
If you are logged into the site, you are able to save your shopping bag. Please note this does not reserve your merchandise. Due to the limited availability and unique nature of our merchandise, we do not recommend holding items in your bag for over a week. If an item sells out, it will automatically be removed from your shopping bag.
Can I purchase a Gift Card online?
Yes, please click on the "Gift Card" link on any page of our website. Gift Cards are available for purchase online, by phone, or in our Boutiques.
How do I redeem my Gift Card?
Gift Cards may be redeemed online, by phone, or in our Boutiques. To redeem online, please have your Gift Card available, as you will need to input the card number and pin during the checkout process. For additional information regarding the redemption of Gift Cards, please call 1-800-243-4300.
Do you gift wrap?
While we do not offer gift wrap, we will gift box your order in a premium branded gift box.
How is my order gift packaged?
Gift packaging will include the following:
- Prices will be removed
- Items will be wrapped in tissue
- All items will be placed in one premium branded gift box per order
How do I select gift packaging?
Click on "view gift options" at checkout to select your gift box and send a personalized message.
Are charges for gift packaging refundable?
Sorry, charges for gifting options are not refundable.
What forms of payment are accepted at Boston Proper?
Boston Proper accepts the following forms of payment:
- American Express
- Boston Proper Gift Cards and Merchandise Credits
If you would like to pay by check or money order, please send your payment and order form to:
815 Progress Drive
Winder, GA 30680
At this time Boston Proper does not offer its own credit card.
Ordering via Mail
As of January 2012, the mail order form has been removed from our catalog. If it continues to be your preferred order method, please feel free to print this order form and continue to place your orders by mail.
When will my credit card be charged?
Your credit card will be authorized for the entire amount of the order at the time of purchase. The card will then be charged when the order is shipped. If your order includes items that are backordered, the entire shipping & handling cost is charged on the first shipment. Any remaining shipments required to fulfill your order will not result in any additional shipping & handling charges.
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:
- Your BILLING address entered does not exactly match the BILLING address that your card company has on file.
- We were unable to obtain a proper credit approval for your purchase
Please contact your card company to release any pending holds from Boston Proper if you received an ERROR response that matches any of the reasons above. Boston Proper has no control of the grace period for releasing authorized funds, particularly debit card funds.
Please note that it is important to provide a phone number that is registered with your credit card issuer at the time you place your order so that we may reach you to discuss any problems with your order. We use only verified phone numbers in an effort to further insure your order's security.
When will my order be processed?
All authorized orders for in-stock merchandise placed Monday-Friday by 2pm EST will ship out on the same business day, pending any unexpected delays. Orders placed on weekends and holidays will be processed and shipped on the next business day.
How do I search for an item that I cannot find?
You can either enter the item number or code 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 or size.
How do I redeem a coupon or discount code?
To redeem an advertised promotion, please enter the code in the "Promotion Code" field at checkout or mention the code to the customer service representative.
Returns, Adjustments and Exchanges
The Proper Guarantee
It's simple! We want you to love everything you buy from us. If you are not completely satisfied with your purchase, please return it to us within 60 days for a prompt and courteous exchange or refund. Sorry, postage and handling charges are not refundable.
Boston Proper's Effortless Returns - 60 Day Return Policy
Returns made within 60 days of purchase are graciously accepted! Merchandise must be unworn and unwashed (unless defective). Merchandise purchased through our catalog or website may be returned via mail.
Returns made with the original receipt will be refunded in the original tender. If you do not have your receipt but we are able to verify your purchase through your account information or credit card, you will be refunded in the original tender. Otherwise, a merchandise credit for the item's lowest selling price will be provided.
Boston Proper Price Adjustment Policy
One-time price adjustment merchandise that has been marked down may be made within 10 days of the date of shipment. For assistance, please call 1-800-243-4300.
Returned check policy
Checks returned unpaid are subject to a service charge of $25 or the maximum allowed by law. The returned check, together with service charges, may be collected via electronic debit or bank draft drawn from your account.
Shipping Options & Charges
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.
What is the difference between the shipping and billing address?
Your shipping address to which you would like the order shipped. Your billing address is the same address you have on file with your credit card company.
What are my shipping options and how are they calculated?
(Orders placed by 2pm ET Monday-Friday)
|Standard*||$9.95||5-7 days Business Days|
||$18.90||2 Business Days|
|Next Day***||$24.90||Next Business Day|
*Standard delivery is available for all U.S. addresses. APO/FPO military address deliveries arrive within 5-7 Business Days via USPS.
**Two Day and Next Day deliveries are not available for P.O. Boxes, APO/FPO military addresses, and other certain areas FedEx cannot reach.
***Please note: 'Business day' refers to Monday through Friday, excluding holidays. Next Day requested on Fridays is not available for Saturday arrival.
Need it in a hurry?
Two-Day Delivery (2 business days) is available for orders placed by 2pm (EST) Monday-Friday for an additional $8.95.
Next-Day Delivery (next business day) is available for orders placed by 2pm (EST) Monday-Friday for an additional $14.95. Some restrictions may apply.
For online orders, just click on the link in your confirmation email. If you placed a phone order, please call our Customer Service Team. Unfortunately tracking is not available for international delivery.
Taxes are based on the order's "ship to" address.
If you're shipping to a country outside the U.S., your order may be subject to import duties and taxes, which are levied once your package reaches your country. For more information regarding custom policies, please contact your country's local customs office.
If you have any problems ordering online, please call us toll-free anytime at 1-800-243-4300.
I forgot my password. What do I do now?
Click "My Account" to log in and you will 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.
I spelled my name incorrectly during registration. How do I correct it?
Sign into "My Account" using your email address and password. Next, click on "Account Profile." Make any necessary changes and click "save".
I receive emails from you; why can't I find my online account?
Please confirm the email address with which you registered. It may be different than the one you submitted for email updates. Please note; just because you receive email does not mean that you have created an online account. Please double check your records. If you need further assistance, please call us toll-free at 1-800-243-4300.
How accurate is the color display on the Internet?
Because it's important that all bostonproper.com customers be pleased with their purchases, be advised that color varies slightly from one computer monitor to another.
Do I have to provide my email address if I want to browse the products?
It is not necessary to provide an email address to browse on bostonproper.com. We do require an email address when you choose to place an order so that we may send you transactional confirmations regarding your order. When you register, there is a checkbox for you to select if you DO NOT wish to be contacted by Boston Proper via email. If selected, we will not send you any promotional messages.
Am I required to sign-in?
Boston Proper does not require you to be registered or to sign in to make a purchase on our web site. We do strongly recommend creating an account online to enjoy all the great benefits, but we welcome guest shopping. Visit the "My Account" link at the top of any page to sign in.
I no longer wish to receive the catalog or emails. How can I have my name removed from the mailing list?
If you do not wish to be contacted via email, direct mail or telephone, please let us know your preferences by contacting Customer Service at 1-800-243-4300. Please provide your exact name and postal or email address so that we may identify you accurately. You may also "unsubscribe" from our email by using the link provided at the bottom of each email. If you ask us to remove you from marketing lists, we will maintain you on a "do not contact" list to ensure that we continue to honor your request. It may take up to 10 days to process your "do not email" request. It may take up to 6 to 8 weeks to process your "do not mail" request because mailings are planned long in advance. If you purchase online, we will continue to confirm your order and shipment status via email, postal address or telephone. If you change your mind about choices you've previously made, contact Customer Service or make changes online.
Why can't I log into my account?
We apologize that you are having difficulties. Please contact Customer Service for assistance. 1-800-243-4300
How can I become a Boston Proper model?
We select models using agencies in New York & Miami. Unfortunately, we do not have information to release regarding specific criteria they must meet. We suggest that you contact a modeling agency if you want to pursue a modeling career.
Who is Borderfree?
Borderfree is a groundbreaking global ecommerce solution that allows us to present our international shoppers with Boston Proper's product prices in the currency of their choice, aggressive international shipping and handling costs, and the lowest possible guaranteed order total. The Borderfree solution allows us to serve the best possible shopping experience to our international customers, so you can purchase from us with confidence.
How do I place an order?
It's easy! Our website recognizes when you are shopping from an international location. You may also click on the flag in the top right of the navigation bar to select your shipping destination and preferred currency. All prices will automatically be converted into your chosen currency.
Shop our website as you would normally by adding items to your bag and then clicking on the checkout button. We will calculate and display in your chosen currency a total transaction amount that includes your merchandise purchases, all shipping and handling costs to your selected international destination, and any applicable duties and taxes.
How are my shipping and handling and sales tax costs calculated?
Our international ecommerce partner, Borderfree, calculates and guarantees your international shipping and handling costs automatically during our checkout process. Your international shipping and handling costs are based on your selected level of service (e.g., standard or expedited shipping), your number of items, weight of your items, your selected destination country, and applicable duties and taxes.
Can I ship an order outside of the U.S. but still pay in U.S. Dollars (USD)?
Yes! You can ship your order to any international destination currently supported by Borderfree and pay in U.S. dollars. We also support many other currencies.
What are the accepted methods of payment for international orders?
For your convenience, we accept Visa, Mastercard, American Express, JCB and China UnionPay.
Can I use my gift card or merchandise credit for international orders?
We are unable to accept gift cards or a merchandise credit as a payment method for international orders at this time.
When am I billed?
Your credit card will be billed by our e-commerce partner, Borderfree, at the time your purchases leave the United States of America and your credit-card statement will read "BF*BostonProper" with 'BF' denoting the Borderfree network.
How can I track my International order?
You will receive an email that provides tracking information once your order ships. You may also track packages from within your order history.
Are there any items that cannot be shipped internationally?
If any of your items cannot be exported from the United States or imported into your selected country, you will be notified during the checkout process. As a general rule, consumer commodities such as aerosols, fragrances, and other alcohol-based products may not be available for international shipping.
Can I return my items?
Yes. Return instructions are provided with your package.