Frequently Asked Questions - U.S. Shipments
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 EZ Returns.
How do I track my order?
If you were signed into your account when you placed your order, you can track it. Simply visit View My Orders in My Account or Order Status at the top right corner of the webpage (right above shopping bag) to check the status of your shipment(s). After placing your order, you receive an email confirming the shipper's tracking number(s) for your shipment(s). We typically send this confirmation email within 2-3 days after you place your order. If you never received a confirmation email or deleted it, please contact us so we can provide you with the tracking information.
Please click here for HanesInk/College Apparel shipping information.
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 an hour of placing it. (If you are shipping to a U.S. Address.) If you want to change your order within the 1-hour 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 (at the top of any page of the website) and click on My Account (right next to Sign In), then View My Orders. The option to cancel will be to the right of all eligible orders.
What if I forget my password?
No worries, you can easily get a new one. Start to sign into My Account (top right of every webpage) 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. (Record your password for future reference).
The link expires in 24 hours to keep your account safe. If you don't get a chance to click on the link within that time frame, just repeat the steps above.
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 brands every day.
To learn more about our return options, click EZ Returns.
How do I find my size?
It's easy to find the most accurate size information — it's on every product page. You'll find a Sizing & Size Charts link just under the color blocks. Just click and the right size chart for that item will pop up.
If you are still unsure which size is right for you, please contact us and we'll be happy to help.
How do I redeem a promo code?
It's easy. You will see a "Promo Code" box on the shopping bag page when you are checking out. Just type in your promo code and click apply. Your savings will appear on the Payment & Review page in the checkout process.
Promo Codes are subject to expiration dates and other terms and conditions. If the promo code does not work, please review the terms and conditions shown where you received the promo code.
How Do I get a promo code for my order?
The best way to get promo codes and alerts for other offers is to sign up to receive our emails. If you do not already get our emails, sign up now. You may want to sign up for emails from each of our sites: Hanes.com, Champion.com, OneHanesPlace.com, JMS.com and College Apparel, so you get a complete selection of our special offers.
If you received the promo code in an email, the promo code will automatically be applied to your order when you click on the link in the email offer (unless you delete it from the promo code box).
How do I change something that is in my shopping bag?
- To update the quantity of something in your shopping bag, click on the + or – symbols on either side of the Quantity box. Then click the red words UPDATE QTY just under the quantity field.
- To remove an item from your cart, simply click on the REMOVE link under the Quantity box for the style you want to remove.
- To add another size or color to an item in your shopping bag, click on the Red ADD ANOTHER COLOR/SIZE link that's below the name of the product. You will be linked back to the product page for that item, where you can select another color and/or size and add it to your cart.
Can I order an item that is out-of-stock?
Yes, we allow out-of-stock items to be ordered if we expect them to be back in-stock and expect to be able to ship the item to you within 28 days. Most backordered items do ship in 28 days or less. Any backordered items that have not shipped within 28 days will be canceled automatically. If the item becomes available to order again, it will reappear on our site.
How does Hanes store my credit card information?
Hanes does not store your credit card number. When you first save your credit card to your Hanes 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, Hanes 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.
If Hanes doesn't store my card information, how are my payments processed?
When you make a purchase using a stored credit card, Hanes sends our payment processing vendor the "token" that we have on file for your payment method. Our vendor then uses that token to pull up your credit card information and securely process your payment. The use of tokens eliminates the need for Hanes to send your credit card information to our payment processor each time you make a purchase. This helps us protect your credit card information from interception while in transit and improves the security of your Hanes account.
What is a CVV number, and why do I still need to enter it at checkout after I have stored a credit card in my account?
CVV numbers are three or four digit security codes displayed on your credit card. They are an anti–fraud security feature that helps verify that you are in possession of your credit card at the time of a purchase. Our payment processing vendor does not store CVV numbers (and neither does Hanes), so we collect them at each transaction as an additional security measure.
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.
Our live customer support is based in the U.S. Please feel free to contact us with any questions or comments about your order or our products.
We want to make sure that you have a great shopping experience, from start to finish.