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Q: How will I know which carrier will ship my merchandise?
A: Orders placed on www.saksoff5th.com will ship through one of the following: FedEx, FedEx Smartpost, or the United States Postal Service (USPS). Standard delivery orders will ship via FedEx Smartpost or Federal Express Ground, depending on your zip code. Orders shipped Overnight, Rush, or Saturday delivery will ship via FedEx while shipments to Alaska, Hawaii, US Territories, APO/FPO, and PO Boxes will be shipped via USPS. Once your order ships, you will be notified via email. The e-mail will also contain your tracking details. Please select the "Track It" option in the email to track your package.
Q: If I order multiple items, will they ship all in the same shipment?
A: Orders placed online can ship from our Distribution Center, Saks OFF 5TH store or from a vendor. Therefore, your items may be shipped in multiple shipments. Merchandise shipping from a store can take up to 7 to 10 business days to ship. You will not be charged extra delivery fees for multiple shipments, as the single delivery fee will be distributed over the multiple shipments.
Q: It has been 24 to 48 business hours and I have not received a shipping confirmation, why?
A: All orders are subject to a review process to protect our company and customers. During peak periods, the review process may extend past our goal of 48 hours. Orders shipping from one of our stores or a vendor may take longer to ship than from our Distribution Center. Stores have up to 4 business days to physically locate the merchandise. If the merchandise is not located in this time frame, the item(s) will be canceled from the order and an e-mail confirmation will be sent to notify you. Once located, please be advised standard delivery for items shipping from a store is 7 to 10 business days.
Q: If I did not receive an email, how can I track my package?
A: If you know your order number and billing zip code you can track your package under the Order Status & Tracking section at the bottom of saksoff5th.com.
Q: What if I don't know my order number?
A: You may log into your online shopping account to retrieve your order number. In the event that you do not have an online shopping account, you may contact a customer service agent at 1-801-207-7043.
Q: My order was canceled, so why do I still see a charge?
A: Unfortunately, when an order is canceled you may have a pending authorization which is not an actual charge. If paid with a debit card, it could take up to 3 to 5 business days for the authorization to be removed. Credit card authorizations usually take up to 72 hours to remove. If you have questions or concerns about the pending authorization, please contact Customer Service at 1-801-207-7043.
Q: Can I change my address once my order has been placed?
A: Once an order is submitted, we do not have the capability to change an address. To make an address change, we would have to cancel the order and replace it with the correct address.
Q: Can I change the size, color, or quantity of my order?
A: Once an order is submitted, we do not have the capability to make any changes. To make a change, we would have to cancel the order and replace it with the correct information.
Q: My order shows delivered and I did not receive my package. What should I do?
A: We take matters like these very seriously. If your package shows delivered and you are unable to locate the package, please contact Customer Service at 1-801-207-7043 so that we can start an investigation. Please be sure to have your order number and tracking number readily available.
Q: What is your Return Policy?
A: At Saks OFF 5TH, we want you to be pleased with your purchase. If for any reason you are not completely satisfied, you may return or exchange your purchase. Simply follow the guidelines below.
Q: How can I return my order?
A: You can either bring your item to your local Saks OFF 5TH store or send it back to us. To return through the mail, you can start your return directly from your Saksoff5th.com account order history or by entering your order number and billing zip code on our returns website. You can find your order number in the top right corner of your packing slip or in the subject line of your shipping confirmation email. Merchandise purchased from a Saks OFF 5TH store or saksoff5th.com may not be returned to a Saks Fifth Avenue store.
Q: What if my merchandise is incorrect or damaged?
A: We take matters like these very seriously. Please contact us directly at 1-801-207-7043 and let us know so we can resolve these matters in a timely manner. It is very important that you do not try to return these items in a store because it is possible they will be denied for a return credit.
Q: How much does it cost to return my item through Saksoff5th.com?
A: A $9.95 return postage charge will be deducted from your refund, which covers shipping and insurance.
Q: How long will it take for my return to be received and a credit issued?
A: Returns can take up to 3 weeks to be processed and refunded. Please be advised this time frame can take longer during the holiday season.
Q: What payment types are accepted?
A: We accept the following tenders: Saks Fifth Avenue Store Card, Saks Fifth Avenue Mastercard, Visa, Mastercard, American Express, Discover, Japan Credit Bureau, China Union Pay Credit, Diners Club, and PayPal.
Q: Do you accept gift cards?
A: Yes, we accept Saks OFF 5TH and Saks Fifth Avenue gift cards with a PIN code on the back of the card. For security reasons, when placing an order with a gift card as a form of payment, a credit card is required in conjunction with the gift card.
Q: How many promotional codes can I use on a single order and are there any restrictions?
A: We offer a variety of promotional codes to our customers such as free shipping, percentage off, and dollar amount off. A total of 5 promotional codes can be used at checkout as long as they are not 2 monetary codes, such as percentage off or dollar off. Promotional codes may exclude certain brands or categories of merchandise, which will be listed in the details of the promotional code. In most cases, when a product is eligible a red "Promotional Message" indication will appear next to the item's price.
Q: What is an online shopping account and the benefits of having one?
A: The online shopping account serves as a speedier checkout process for our customers. By having an online shopping account, our customers have the capability to: view order history, control email preferences, save their favorite items to view later, store their billing and shipping information, as well as review and redeem Saks First points.
Q: How do I redeem my points online?
A: Customers have the capability to redeem their Saks First points online in the form of an e-gift card or a standard gift card. To do so, please log into your online shopping account to review your points and eligibility.
For more information about our More! Insider program click here.
I signed up for More! benefits in store. Can I get my More! exclusive discounts online?
Thank you for being a More! Insider and welcome to our online store. To receive your More! benefits online, you must first create an account at saksoff5th.com. This is a one-time sign-up that automatically makes you eligible for exclusive discounts online. Online we use your email address as identification not your More! card number. Your More! card and number will continue to work in store.
I already have a saksoff5th.com account. How do I get More! Insider Access?
If you have created an account on saksoff5th.com, you are already a More! Insider and eligible for More! discounts both online and in stores. Be sure to sign in every time you shop online and let the store Associate know you are a More! Insider. All applicable discounts will be taken at checkout.
I have already created an account on saks.com. Must I also create one on saksoff5th.com?
Yes, you must create a separate account on saksoff5th.com as the accounts are not connected and information cannot be shared.
