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Customer Care FAQs

Can I place my order over the phone?

Yes! Call toll-free at 1-888-262-6224. You may place your order by credit card any time, day or night, seven days a week. From Alaska and Hawaii, call 1-904-741-3090 during business hours (M-F 8:00 AM to 11:00 PM ET).

Can I cancel or change my online order?

In most cases your package is prepared for shipment immediately and cannot be changed or canceled, but we will try to assist you whenever possible. Please contact us immediately at orderquestions@coach.com, or call the Coach Customer Care at 1-888-262-6224.

How will I know Coach received my online order?

Once you place an order with coach.com, we will provide you with a confirmation number and you will receive an Order Confirmation Email to confirm that your order is being processed.

If you do not receive your confirmation information within 24 hours, feel free to call Coach Customer Care at 1-888-262-6224 to confirm that Coach has received your order.

What if I have a question about my online order?

If you have questions about your order, please email orderquestions@coach.com or call 1-888-262-6224.

Can I order or ship Coach products outside of the United States?

Coach.com is not currently accepting orders with billing or shipping addresses outside of the United States, Canada and Puerto Rico. Please check our online Store Locator for retail locations in countries throughout the world.

What forms of Payment are accepted?

Coach.com is currently accepting orders using Visa, Mastercard, American Express, Discover, Diners Club, JCB, PayPal, and the Coach gift card. Orders paid for by check may be mailed in. When paying by check, please be sure to allow time for check clearance.

What is the cost when shipping to Canada?

In addition to the merchandise cost, the following charges apply:
  • Shipping and Handling Fee: $15.00

Is my order total in Canadian Dollars?

Yes, only Canadian dollar amounts are displayed on ca.coach.com, except for e-gift cards which are still in U.S. dollars.

What forms of payment can I use at Coach.com?

We will accept U.S. bank-issued credit cards and Canadian bank-issued credit cards: American Express, Visa and Master Card as well as PayPal and the Coach gift card. At this time, we do not accept debit-only cards requiring a pin for purchase.

Will I be charged a conversion fee from my bank or credit card company?

Conversion fees differ depending upon your bank and credit card company. Please contact your bank directly with questions regarding conversion fees.

Are any items excluded from Canada shipping?

Unfortunately, we are unable to ship exotics to Canada at this time.

When will my order arrive?

Canadian Orders are shipped via UPS. You should allow 4-5 business days for delivery. For monogrammed items, please add two additional business days. There is no overnight service to Canada at this time.

Is Store Pick Up available in Canadian stores?

At this time, you cannot place a Store Pick Up order online for pick-up in a Coach Canadian Store.

How do I return an item shipped to Canada?

To return an order which was shipped to Canada, simply return your items to a Canadian Coach Store. To view a list of Coach store locations in Canada, please visit our list at the Store Locator.

Please allow a processing time of two to three weeks for refunds and exchanges. For questions regarding Canadian returns, please call customer care at 1-866-787-1587.

Store Pick-up Information

Order Online. 3 Hours Later, Pick Up In Store

Shop by Region

If an item is available at your local Coach store, the location and distance will populate under the “Add to Bag Button” on the product description page. If you want to see other stores where this product is available for in-store pick up, please click the “Or Change Your Location” link. A new screen will display listing all stores with available stock within the selected search radius.

Purchase Online

Once you’ve decided on a store from the pop-up window, click the “Buy & Pickup” button. You’ll go through our regular online checkout process to purchase your items. Your order can contain items to be picked up AND items that are being shipped to you. Once you have completed the checkout process online, you will receive two separate emails.
 
  1. Order Confirmation Email: Received as soon as your order has been placed, it confirms that your order is being processed.
  1. Pick-up Email: Received within three hours of the Order Confirmation Email (during store hours), it will alert you that your order is available for pick-up.

Pick Up in Store

When your item is ready for pick-up:  
  • You’ll receive an e-mail confirmation from the store you selected as your pick-up location.
  • You can usually expect to hear from us within three hours of placing your order online (when ordering during regular business hours). You may find store hours of operation in our  Store Locator.
  • Please bring the following:
    • Driver’s License or state/government-issued photo ID
    • Credit card or gift card used for purchase (only the individual named on the credit card can pick up the order). A credit or gift card is not necessary if the order was placed using PayPal.
    • A copy of the Order Confirmation Email (optional)
  • If you do not pick up your order within 48 hours, your order will be canceled. Your credit card will not be charged. Please note that it may take several days for your bank to remove the temporary authorization from your credit card. Please contact your bank directly with questions regarding pending authorizations.
If you have questions or if you would like to change or cancel an order, please call 1-888-262-6224 or email cancelorders@coach.com.

Personalized Product Information

Customization Information:

Shipping & Returns
Coach Create customized bags require 3 to 5 additional business days for shipping and cannot be returned or exchanged.

Promotions
Coach Create embellishments including Tea Rose, Souvenir Pins, and Prairie Rivets are ineligible for promotions.

Monogramming Information:

Monogrammed items require two additional business days for shipping and cannot be returned or exchanged.

Email Preferences

How do I update my email preferences?
You can unsubscribe by clicking here, by calling customer care at (800) 444-3611, by emailing us at comments@coach.com or by clicking on the unsubscribe link at the bottom of any Coach email that you receive.