Frequently Asked Questions

Customer Service

How do I place an order?

You can place an order online through our website. Once your order is placed, you will receive a email confirming all of your order details. If you do not receive an order confirmation or should you have any questions, please don’t hesitate to respond to the order confirmation email.

Can I place an order over the phone?

Yes, we have customer service representatives standing by to take your order. Please don’t hesitate to call us toll-free at 1.800.495.3201. Our normal business hours are Monday thru Friday from 9:00 am to 5:00 pm CST. If you call and we do not answer, please either send Customer Service an email or leave a message.

Can I exchange my hangers for a different size?

Yes, if for any reason your hangers do not fit your clothes perfectly, you can exchange it for a different size within 30 days from the date of order. Please contact Customer Service for instructions. Perfect Fit Guarantee applies to customers within the continental U.S. only. Please see our Return Policy for full details.

How do I find the correct size hanger for my clothes?

Here at Kirbyallison.com, we are committed to providing you the best hangers for the best clothes. Just like with shoe trees for shoes, one size hanger does not fit all! Please follow our Sizing Guide or email / call Customer Service at 1.800.495.3201 for additional sizing guidance should you need it.

How do I contact Customer Service?

If you didn't find the answer to your question on this page, you can contact us at (800) 495-3201 or email (click here). We are always happy to speak to customers directly and will be happy to help you.

Can I use more than one promotional code?

Unfortunately only one promotional code can be used at a time. Promotional codes are only good on new orders and may not be applied to previously placed orders. Promotional codes cannot be used to purchase Gift Cards.

Do you have any promotional codes?

Promotional codes are periodically sent out to customers who have signed up to receive emails. Promotional codes are not available via Customer Service. Please sign up for our newsletter.

Can you mark down my commercial invoice?

Commercial invoices will reflect the price paid for the merchandise. Prices will not be lowered or changed. The package will not be marked as gift.

Why should I create an account?

Creating an account gives you access to all previous orders and prevents you from having to enter billing and shipping information each time you place an order. In addition, you can keep track of all customer service inquires in one place.

I forgot to add a product in my order. How do I add this item?

Unfortunately once an order has been processed we cannot add additional items to the order.

I cannot select the item I want from the drop-down menu, what should I do?

Typically if an item cannot be chosen from a drop-down menu, this item is out of stock. There is an option to be added to the notifcation list directly under the Add to cart button. Simply choose the item you are inquring about from the dropdown list, enter your email in the box and click Notify Me.

Where are you shipping from?

Dallas, TX

I noticed an item I ordered is now on sale, can I get a price adjustment?

We can offer a price adjustment within 3 days of your original purchase in the form of a store credit. Please contact our Customer Service team for assistance. Exclusions apply to clearance items, site wide sales and discounts, Black Friday, and Cyber Monday. Kirbyallison.com reserves the right to refuse a price adjustment.

I entered the wrong shipping address, can I change this?

Unfortunately, after we start fulfilling, we are unable to make any edits to the shipping address.

If your order has not yet been shipped, please contact our Customer Service department to cancel the order, refund your payment, and help you place a new order with the correct shipping address. Please note that once an order has been started in the fulfillment process we can only request a cancellation, however, cancellation is not guaranteed.

If your order has already shipped, we will attempt to contact the courier to process a reroute; a reroute often leads to a fee from the courier which will be charged to you.

If we are unable to process a reroute or cancel the order, most of the time, orders delivered to the wrong location are returned to our warehouse. The return shipping process may take a while, especially for international orders. Once the order has been returned and processed, you will be notified by email and given the option to pay to have the order re-shipped to the correct address or, if you decide you don't want the order reshipped, we can issue a refund for the cost of the products, but cannot refund the shipping fees.

How long are gift card/store credits valid?

Gift cards and store credits expire 1 year from date of issue. These items cannot be refunded or redeemed for cash value.

Hanger Warranty

We provide a 1 year warranty on all regular priced hangers. If the hanger was purchased with a promotional price, it is not eligible for the warranty. This warranty covers hook failure and bar failure. One replacement will be sent out within this period. If the desired hanger is not in-stock a store credit will be issued. We reserve the right to deny any request.

Shipping & Delivery

How much does shipping & handling cost?

Shipping and Handling rates are assessed by the carrier at checkout and depend on the size and weight of your purchase as well as the delivery location and shipping service level.

Our shopping cart is able to accurately estimate shipping charges. To estimate shipping, please add desired products to your shopping cart and enter the destination country, state/province, and postal code then click "Get a Quote." Customer Service does not provide shipping quotes.

When will my order ship?

Orders placed Monday - Friday with in-stock items will be shipped out within one business day.

Orders placed after 12 pm CST on Friday and orders placed on Saturdays and Sundays will be shipped within 1 - 2 business days.

Additional processing time may apply during the Holidays and sitewide sales (Father's Day, Black Friday, & Cyber Monday).

We generate automatic ship notifications with tracking information at the time of shipment (tracking numbers are sent directly from the shipping carrier). We carefully pack and ship all products directly from our warehouse. Domestic orders shipped via Ground level service, within the Continental U.S., can take up to 5 business days to deliver.

How can I track my order?

When your order is ready to be shipped, you will receive a shipment confirmation e-mail. The e-mail will contain shipment details, your tracking number, and the selected carrier. To track the order, click on the tracking number located in the e-mail or visit the carrier website and enter your tracking number into their tracking system. To track an order on Kirbyallison.com, login to your Customer Account, select My Orders, then select Shipments. You will need an account and orders must be placed under that account to track your orders on Kirbyallison.com. You may also contact Customer Service to track your order.

Does Kirbyallison.com ship internationally?

Kirbyallison.com can ship to almost any address in the world. Unfortunately due to issues with customs we do not ship to the following countries: Mexico, Greece, Russia or Indonesia.

To estimate shipping, please add desired products to your shopping cart and enter the destination country, state/province, and postal code, then click "Get a Quote." Our shopping cart is able to accurately estimate international shipping charges. Customer Service does not provide shipping quotes. Customs and duties are the responsibility of the customer. Please note that it is the responsibility of the customer to know what products can and cannot be imported into the destination country. We suggest that you contact your local customs office for additional information.

We ship all international orders via USPS or FedEx. Transit time can be anywhere from 7 to 21 days with USPS. Please note that for all USPS orders, there is limited tracking visibility after packages leave the United States. Should you have any specific questions regarding our International Shipping policies, please contact Customer Service. For high-value or time-sensitive shipments, we exclusively recommend shipping internationally via FedEx. Unfortunately, once a shipment leaves our warehouse, we have no control over transit or delivery time. Some orders may experience customs delays. Unfortunately, we have no control over these charges or delays and cannot predict what they may be. We suggest that you contact your local customs office for additional information.

If you have not received your package within 21 days, please contact Customer Service for further assistance. Please note that a claim cannot be filed with USPS or FedEx until 30 days after the package is accepted at the origin sort facility. The carriers require us to wait this full time-frame before processing any type of replacement shipment or merchandise refund.

If a package is rejected by customs, Kirbyallison.com will issue a refund to the customer minus any fees associated with getting the package back. No shipping costs will be included in the refund amount. A refund can only be issued if the package is received back within 60 days of the purchase date. Abandoned packages or packages that will incur fees exceeding the amount paid for the products (not including shipping costs) are not eligible for refunds. Kirbyallison.com reserves the right to change international shipping methods and/or carriers at our discretion based on the amount paid by the customer and the variable rates charged by the carriers.

Does Kirbyallison.com ship to freight forwarding companies?

Kirbyallison.com does NOT ship to freight forwarders. Orders that have freight-forwarding shipping addresses will be canceled and refunded without prior notice.

If an order going to a freight forwarder slips through our address screening, note the following: We are not responsible for items that arrive damaged or missing. We are not responsible for any additional shipping charges that may occur if you ship with a freight forwarding company. We will not provide additional information to freight forwarding companies. Customers who use freight forwarding companies forfeit all rights to any Kirbyallison.com Return Policies. No refunds will be made for damaged items.

What if my address is wrong or I am unable to receive my package at time of delivery?

Unfortunately, after we start fulfilling, we are unable to make any edits to the shipping address.

If your order has not yet been shipped, please contact our Customer Service department to cancel the order, refund your payment, and help you place a new order with the correct shipping address. Please note that once an order has been started in the fulfillment process we can only request a cancellation, however, cancellation is not guaranteed.

If your order has already shipped, we will attempt to contact the courier to process a reroute; a reroute often leads to a fee from the courier which will be charged to you.

If we are unable to process a reroute or cancel the order, most of the time, orders delivered to the wrong location are returned to our warehouse. The return shipping process may take a while, especially for international orders. Once the order has been returned and processed, you will be notified by email and given the option to pay to have the order re-shipped to the correct address or, if you decide you don't want the order reshipped, we can issue a refund for the cost of the products, but cannot refund the shipping fees.

If you are unable to receive your package or if the package is refused by the customer, our carriers attempt delivery 3 times you will be notified via email that a delivery attempt has been made. Please contact Customer Service and we will request that the package be held for pickup. If the package is returned to our warehouse without any contact from the customer, a refund for the cost of products minus the return shipping fees will be issued, we will not refund any shipping costs.

Does Kirbyallison.com ship to Armed Services Addresses?

Please note that in order to qualify for this shipping, one of the following "States" must be selected in your shipping address:

Armed Forces Africa

Armed Forces Americas

Armed Forces Pacific

Armed Forces Europe

Armed Forces Middle East

Armed Forces Canada

We will then ship via USPS to your address. Please contact Customer Service if you have any problems with this.

Does Kirbyallison.com ship on holidays?

Our warehouse is closed for the following Holidays. Please plan accordingly as orders will not be shipped out on these dates:

New Year's or Observed Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Christmas or Observed Day

Does International Shipping Included Customs, Dutes and Taxes?

Customs, duties, and all fees associated with international shipping are the responsibility of the customer. Please note that it is the responsibility of the customer to know what products can and cannot be imported into the destination country.

We suggest that you contact your local customs office for additional information. If a package is refused by a customer due to this, shipping will not be refunded and a 15% restocking fee will be applied.

Return Policy

How long do I have to return an item?

Except for sale items, you have 30 days to return for a full refund (excluding shipping) and 60 days for exchanges (from the date of purchase). Unidentified returns, returns without a completed return form, those received outside of the return policy timeline, or not eligible for a return will be held for thirty days pending customer instructions for return at the customer's expense. After thir days they may be donated to a charity without refund or exchange.

All returned merchandise must be unused, in re-sellable condition, and with all Kirbyallison.com/original manufacturer tags, labels, seals, packaging, information cards, accessories, etc. intact. Returns that are damaged or soiled will not be accepted. Shoes should be worn on a carpeted surface to prevent sole scuffs. Boxers, briefs, and swimwear should be tried on over underwear. Merchandise that is used, unsellable, or does not have all original tags, labels, seals, packaging, information cards, accessories, etc. will be returned to the sender at the sender’s expense without refund or exchange.

Please be sure to package the merchandise so it will not be damaged in transit. Merchandise damaged in transit due to poor packaging will be returned to the sender at the sender’s expense or disposed of without refund or exchange.

When should I expect my refund or exchange?

You can expect your refund or exchange within 4 weeks of shipping your package back to us.

Can international orders be returned?

International returns are at the expense of the customer for merchandise refunds only. We do not accept international exchanges. We do not pay return shipping or refund custom and duties on international orders under any circumstance except for company error.

Can hangers be returned?

We commission our hangers to the highest standards and take pride in making the best hangers for the best clothes. If you feel for any reason that your hangers are not the correct size, please return them within 30 days. Please use the Return Form to specify which hanger size you need to exchange for and contact Customer Service for a return label.

Perfect Fit Guarantee applies to customers within the continental U.S. only.

We stand by our products 100% and will do whatever it takes to correct for damaged hangers. However, we do reserve the right to not send out replacements.

What should I do if an item is damaged, missing, or incorrect?

We take every precaution to package orders as carefully as possible to minimize the possibility packing error and/or damage during transit. If for any reason you receive your items damaged or there were items missing/incorrect from your order, please contact Customer Service within 3 days of receiving your package, so that we can arrange to replace your items. Please note that we may request photos of the products received or to have damaged items sent back.

International customers will receive a refund for damaged or missing items.

We stand by our products 100% and will do whatever it takes to correct orders. However, we do reserve the right to not replace or refund.

Can sale items be returned?

All sales are final on reduced and promotional priced merchandise. No returns or exchanges will be honored.

Black Friday and Cyber Monday promotional and doorbuster items are final sale.

Exceptions apply to certain items marked as such. Exchange exceptions (marked as such on the product page) MUST be for the SAME item in a different size and/or color. Please inquire with Customer Service to ensure there is stock on exchangeable items. Refunds/store credit will NOT be granted on exchange exception sale items if an exchange is not able to be made.

Can special project or custom items be returned?

Special Project, custom, or personalized items are not eligible for returns or exchanges. These items are final sale. The deposit is non-refundable on orders canceled by customer. Orders must be cancelled before production to qualify for deposit refund. Please contact Customer Service for more details.

Can gift cards be returned?

Unfortunately, all gift cards are FINAL SALE and cannot be refunded.

Hanger Warranty

We provide a 1 year warranty on all regular priced hangers. If the hanger was purchased with a promotional price, it is not eligible for the warranty. This warranty covers hook failure and bar failure. One replacement will be sent out within this period. If the desired hanger is not in-stock a store credit will be issued. We reserve the right to deny any request.

How can I get a return slip?

Sometimes the return slip gets lost... DOWNLOAD ANOTHER HERE.

How can I get a prepaid shipping label?

Prepaid FedEx labels are available at a discounted $10 shipping rate or customers may use their own preferred carrier. Please contact Customer Service for FedEx labels. Prepaid FedEx labels are only available to customers in the continental U.S.