Help Center

Report an Issue with Shipment or Delivery
Report a Problem with Shipment

We apologize if your item arrived incomplete, damaged, broken, missing components, or defective.

Accuracy and efficiency are very important to us. We want to fix any issues you have encountered quickly and effortlessly.

The quickest and easiest way to get assistance with your order issue is by clicking the Chat Online link at the bottom of the page.

  • Our Virtual agent is available 24 hours a day and can assist with shipment issues such as:
    • Package not received
    • Missing or incomplete item
    • Wrong item received
    • Damaged or defective item
  • Live Agents are available during business hours 9:00 AM - 12:00 AM (holiday exceptions may apply) if needed

You will have 30 days, from the date of delivery, to notify us of:

  • Non-receipt (tracking shows order delivered)
  • Wrong Merchandise (including color, size, style, etc.)
  • Missing pieces, parts, or components
  • Arrived damaged or defective

Click here for more info on our Return Policy

Direct from Vendor Orders

Some items on our site are shipped and sold directly from the sellers.

If your affected purchase was shipped and sold directly from the seller, you will see the option to “Contact The Seller” on the Order Details page. Contacting the seller will result in a faster resolution, as Macy’s cannot process returns or exchanges for these items.

Reporting a Problem with a Furniture/Mattress Delivery

Please pardon the inconvenience, we are updating our systems to enhance your customer experience, as a result chat is unavailable in some instances. For further assistance please check out our Help Center Page or call 1-800-BUY-MACY (1-800-289-6229) 9a-12a ET