FAQs - US Orders

How do I make a return?

If you are not completely satisfied with your purchase, it's easy to make a return and get a refund. No authorization is required. For more information about convenient return options, visit Returns.

Can I cancel or change my order?

If you were signed into your account when you placed your order, you can cancel your order within 30 minutes of placing it. If you want to change your order within the 30 minute time frame, cancel the original order and place a new one with the changes you would like to make.

To cancel your order, simply sign into your account, click on My Account and then My Orders. Select your order and click to cancel.

What if I forget my password?

No worries, you can easily get a new one. Start to sign into My Account using the email address you entered when you created the account. Next, click "Reset Password." You will quickly receive an email from us. Open the email, and click the link, and you can enter your new password. Then you're good to go.

What if I'm not happy with my purchase?

Your satisfaction is always guaranteed! Our mission is to provide customers with the best and most convenient shopping experience possible. We are committed to giving you excellent service and top quality products every day.

To learn more about our return options, click Returns.

How does H store my credit card information?

Hanesusshop does not store your credit card number. When you first save your credit card to your Hanesusshop account, we immediately send your credit card number to our payment processing vendor. That vendor stores and protects your credit card information in its secure data centers. In return, Hanesusshop receives a unique identifier called a "token" from the vendor and stores it in your account. This token doesn't contain your sensitive credit card number, and only represents your credit card to our vendor. The card number can't be reverse engineered from the token, and the token is meaningless to third parties. Using tokens makes your payments more secure because your credit card information resides in only one place—our vendor's secure data centers.

Why is the tax on my order estimated?

The amount of tax displayed during the checkout process is an estimate and may change between the time you place an order and the time that it ships. The actual amount of tax will be calculated based on the applicable state and local taxes at the time of shipment.

Why should I create and manage an account?

As soon as you create your Account you’ll enjoy faster, easier checkout. You’ll have instant access to your Order History and tracking your Order Status. Set up and share your personal Favorites List and more!

Why is the return policy changing?

On July 29th 2024 Hilco Consumer Retail and Hanesusshopbrands entered an agreement for HCR to take ownership of the Hanesusshopbrands and Hanesusshop physical stores. Hanesusshopbrands retained control of the online business. The respective organizations are now running on 2 different point of sale systems.

Can the customer service team help us to override?

Unfortunately the customer service team does not have access to the HCR POS systems.

How can a customer return their online order?

Please visit the Returns page for additional details.

What other ways can a customer return their online order?

Contact the Customer Service Center if you experience problems with the self-service option, and agent will be able to assist you.

How long do I have from time of purchase to make my return online?

45 days from the date of purchase.

Can I make an exchange for an online order in a store?

Unfortunately, a customer would need to return their online order online and purchase via a separate transaction in a store.