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Customer Service
REGISTERING SHOPPING ONLINE
SHIPPING AND HANDLING RETURNS AND EXCHANGES
GIFT SERVICES CONTACTING TRACEYROSS.COM
Privacy Policy
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REGISTERING
Why do I need to register?
You only need to register on our site if you are making a purchase. By registering you are initiating an account that only you may access. You may access your account by using your email address and a password that you have created. Only you will have access to this information. If you are signed up on our email list, this does not mean you are registered.
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How do I register?
Simply click on “create an account” and you will be provided with a direct link that will walk you through the process. If you have never purchased from us before, you must register with us to place an order. If you already have items in your cart and are ready to complete your order, simply click on “checkout”, and this will automatically direct you to our register page.
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What if I forget my password?
Simply visit this link. By providing your email address, via a secure, encrypted connection,TraceyRoss.com will email you your password. Passwords are case sensitive and must include a number or punctuation character.
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How do I change my password?
Once you log-in to your account, you may change your password by clicking on "my account". Then click on "Account Information". Next click on the link that says: "Change password". Enter your new password and click on "Submit". "My account" is a useful destination for configuring your TraceyRoss.com account to your liking.
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How do I make changes to my account profile?
Log into your account, and click on “Account Information” located at the top of your account page. Make the necessary changes to your account, (i.e. email address, password, billing address, etc.) Scroll to the bottom of the page, and click on “Submit” The changes you have made will now be saved to your profile.
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SHOPPING ONLINE
How to shop online
Once you're done shopping, checking out is easy. You may always view the items you have added to your cart by clicking the "shopping cart" button on the black menu bar at the top of any page. You may also checkout by clicking on the "checkout" hyperlink located on any item detail page.

Once you are viewing the contents of your cart, you may adjust quantities in your cart by changing the number to the right of the item picture, and then by clicking "update cart" after all quantity adjustments have been made.

Thinking of removing items from your cart?
Simply click on the remove check box and then click the “update cart” button. This will remove the checked items from your cart.

Once you are ready to checkout with the items in your shopping cart, click on the “checkout” button in your shopping cart. At this point if you have not registered with us before, you will need to click on “register” to sign-up for a new account. If you have already registered with us before, simply sign-in using your email address and the password that you created for the account.

Based on the contracts and relationships we have with our vendors, the merchandise sold on our site is intended for personal use only, and not for resale. We reserve the right to cancel orders that appear to be for resale purposes.

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Item availability
Although we make every effort to keep sufficient stock of items listed on our site, occasionally we do sell out of certain products. If we are out of stock on an item that you've ordered, we will notify you via e-mail. Any changes will be reflected in your order total as well as your shipping confirmation.
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Which credit cards do you accept?
TraceyRoss.com accepts the following credit cards: Visa, Master Card, and American Express.
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Do you charge sales tax?
Sales tax is charged only to states where TraceyRoss.com has a physical presence. Currently this is only California.
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How can I track my order?
You will receive an order confirmation once your order has been successfully transmitted. In addition, a shipping confirmation e-mail will be sent once your order has been shipped. This confirmation will include the tracking number for your package. You may check the status of your order at anytime by visiting “my account” at the top of any page. Once you login to your account using your email address and password, click on “Order History” to view past orders and current orders that you have placed. From here you can determine when your order actually leaves TraceyRoss.com. Note: tracking number may not be visible
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How can I modify my order?
Please be advised that once an order has been placed we are unable to make any modifications to the order including cancellations.
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SHIPPING AND HANDLING
Guidelines
Orders placed Monday-Friday before 1 PM CST will begin processing that day, excluding holidays, and will ship within 48 hours pending availability and credit verification. All orders placed after 1 PM CST will begin processing the next business day, and ship within 48 hours. Orders placed on Friday after 1 PM CST will begin processing on the following Monday. TraceyRoss.com will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need additional identification provided for credit verification. We use UPS and Federal Express for delivery, and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery.
*DELIVERY TIME DOES NOT INCLUDE SATURDAYS SUNDAYS OR HOLIDAYS

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Domestic Shipping
UPS Ground $12
2-Day $25
Next Day $35

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International Shipping costs, methods and disclosure
We offer a flat international shipping rate of $80 (via FedEx) to most countries on orders of $1000 or less. Please contact us if your order will exceed $1000 and we will happy quote a new shipping price for you.

Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; please contact your local customs office for further information. Additionally, when ordering from TraceyRoss.com, you are the importer and must comply with all laws and regulations of the destination country.

Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international Customers and Customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.

Also, we may provide certain order, shipment, and product information, such as description, to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.

If the order is a gift, the package is marked "Gift," but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package.

PLEASE NOTE: Shipping charges include brokerage fees but do not include taxes or duties. Contact your local customs office to request the details of these charges. If you decide to refuse any shipments from TraceyRoss.com, you are responsible for the original shipping costs to you, any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package to TraceyRoss.com. This amount will be subtracted from your merchandise refund. Traceyross.com has made every effort to minimize our Non-U.S shipping costs and does not profit from these rates. We are required by law to disclose the full value of the package contents and cannot alter this value. If you have any shipping and handling questions or comments please email them to traceyrossstore@traceyross.com or call Customer Service at 1-877-8-TRACEY

*DELIVERY TIME DOES NOT INCLUDE SATURDAYS SUNDAYS OR HOLIDAYS*

**WE APOLOGIZE BUT WE DO NOT SHIP TO INDONESIA!**


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Do you ship to where I live?
TraceyRoss.com ships to almost all countries. We will notify you immediately if we do not service your area.
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Shipping restrictions
We use UPS and Federal Express for delivery, and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery. PLEASE NOTE: Some countries may have restrictions on the receipt of specific items.
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GIFT SERVICES
What gift wrap/box services do you offer?
TraceyRoss.com will gift box your order providing you select this option at the time of purchase. Please note if you would like gift wrapping in the "Comments" section when you check out. Our gift box service includes a matte finished black structured gift box with our signature black and cream striped interior the item(s) wrapped in tissue inside the box. You are asked at checkout to include a gift message if you desire. This message is printed on a gift card, and included with the gift box. The recipient will receive a blank invoice with the return/exchange form. Footwear cannot be gift boxed.
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How do I purchase a gift certificate?
Gift certificates are available for purchase online. We offer gift certificates in the predetermined dollar amounts featured on our site. You may add this item to your cart and proceed to checkout for purchase. Gift certificates are delivered using USPS, with no shipping charges. You may choose to have your gift certificate shipped using another shipping method at an additional cost.
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How do I redeem my gift certificate?
To make a purchase using your gift certificate you must first register on our site. (see “how do I register”). At the checkout screen you will be able to enter your gift certificate number in the field “Redeem your gift certificate”. This will deduct the full amount of the gift certificate from your order total. If your gift certificate is more than the total purchase, the total purchase amount will be deducted from your gift certificate, and you will be able to use the remaining amount for future purchases.
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What is your return policy?
Returns and exchanges are accepted on merchandise within 7 days of receipt for items that HAVE NOT BEEN WORN, ALTERED OR WASHED, and with ALL tags attached. Footwear returns and exchanges must include the original shoe box in its original condition and without postal labels. Damages to or omission of this box from your return/exchange may result in a fee. Please email us at traceyrossstore@traceyross.com for and RA number. The RA number must be clearly noted on the return/exchange sheet as well as marked on the outside of the package being returned in clear bold writing. Please complete the return/exchange portion of your invoice and include it with your package.
Instore returns are not accepted for web purchases.
PLEASE NOTE: Shipping and handling charges are non-refundable.
ALL SALES ARE FINAL ON JEWELRY, UNDERGARMENTS, SWIMWEAR, BEAUTY PRODUCTS, MUSIC AND SALE ITEMS. NO EXCEPTIONS

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Where do I send my return or exchange?
Please send your return or exchange to:
TRACEYROSS.COM
Attn: Returns/Exchanges
8595 Sunset Blvd.
Los Angeles, CA 90069

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How do I make a return or exchange?
Simply follow the instructions on the invoice included with your package. Please contact us for an RA number. When you receive your RA number please clearly mark it on the return/exchange form as well as on the outside of the returned package in clear bold letters. Securely pack and seal the return merchandise and invoice in an appropriate shipping box or envelope, and send back to us using an insured service to the above address. (This will provide you with recourse on your package, as we cannot accept responsibility for packages that we do not ship ourselves).
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When will my credit card be refunded?
Once your package has been received at TraceyRoss.com, your refund will be processed in the original form of payment within five business days. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from TraceyRoss.com.
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Customer Service
Regular Hours: Mon - Fri 10:00am - 6:00pm Pacific Standard Time

By Phone: 1-877-8-TRACEY

By E-Mail: traceyrossstore@traceyross.com

By Fax: 310-854-5887

By Mail:
TraceyRoss.com
8595 Sunset Blvd
Los Angeles, CA 90069

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Corporate Offices
Traceyross.com
8595 Sunset Blvd.
Los Angeles, CA 90069
310-854-1996
310-854-5887 (fax)

For all customer inquires please call:
1-877-8-TRACEY
Mon - Fri 10:00am - 6:00pm Pacific Standard Time

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PRIVACY POLICY
Our Commitment
Your personal details will stay private and confidential. We will never sell, rent, exchange or share your personal information in any way with any other company. All information collected is for our internal use only.

What happens with my information?
When you buy from TraceyRoss.com, we collect your name, billing and shipping addresses, phone number, e-mail address and credit card information. You supply this information to us so we can process and ship your order only. We value your privacy by not selling or sharing this information.

Prices.
All prices listed are accurate to the best of our ability. In the rare case that an item is inaccurate, TraceyRoss.com reserves the right to refuse sale of the item at the listed price.

How secure is my credit card?
Your credit card is completely secure.

Securing your information is our main concern. We have created several safeguards to keep your information totally secure. To continue to checkout, you must enter your e-mail address and create a password. The checkout process itself employs “Secure Sockets Layer”, (SSL) technology to insure your protection.
“Secure Sockets Layer” encrypts your order information and sends it to a secure server, making it impossible for that information to be decoded by a party outside the store.

Only our store will have your information.

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