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Customer Service

FREQUENTLY ASKED QUESTIONS

Tax

Sales tax on your order is calculated according to the destination of the merchandise, since provinces have individual tax laws. Eddie Bauer doesn't benefit from the collection of sales/use tax and we remit collected tax directly to the taxing jurisdiction. We are required to collect tax on any order sent to provinces where we operate a retail business.

HST New Brunswick 13% Newfoundland & Labrador 13% Ontario 13% Nova Scotia 15% Prince Edward Island 15%

GST/PST Manitoba 5% + 8% Saskatchewan 5% + 5% British Columbia 5% + 7%

GST Alberta 5% Northwest Territories 5% Nunavut 5% Yukon 5% Quebec 5%

SHIPPING

We offer great flat rate shipping to every province in Canada. Flat rate shipping means that no matter how much you buy, your shipping charge remains the same.

During checkout you will see your entire cost in CAD as well as the estimated arrival date.

Items That Ship From Our Stores: In order to give customers access to more inventory, we sometimes ship items directly from our retail stores. Because of this, some of your items may be shipped separately; however, you will only be charged one shipping fee.

Rates

Shipping Method Rate
FedEx® International Ground $10
FedEx Priority $35

Delivery Time Frames

Orders placed after Noon Eastern Time: add 1 business day.

Orders with in-stock items that require custom hemming: add 2 business days.

FedEx International Ground

Province Delivery Time
Alberta 6 Business Days
British Columbia 7 Business Days
Manitoba 6 Business Days
New Brunswick 5 Business Days
Newfoundland and Labrador 8 Business Days
Northwest Territories 8 Business Days
Nova Scotia 5 Business Days
Nunavut 8 Business Days
Ontario 4 Business Days
Prince Edward Island 6 Business Days
Quebec 5 Business Days
Saskatchewan 6 Business Days
Yukon 8 Business Days
FedEx Priority
Province Delivery Time
All Provinces 3 Business Days

Estimate Order Total

Until we know your complete shipping address in checkout, your order total is only an estimate, but it's a very good estimate.

Once you have entered the specific street address where your package will be shipped, we will calculate the exact tax amount, and as a result, your actual order total.

How do I add a promotion?

You can add a promotion code to your order by typing it into the Promotion Code button in your shopping cart.

If you are having difficulty, please review the promotion's details to ensure how and when it can be used.

Discount and free delivery codes should be placed in the Promotion Code field before the order is sent. But, if you have placed the order within 14 days of your request, we can apply it to your order for you. Justemail us 24 hours a day, 7 days a week and complete the email form (Don't forget to include your order number, name, address, and the promotion code you're using in the comments field), and we'll be happy to make the adjustment for you.

What if A Sale Price is Lower Than A Promotional Discount?

After you've entered your coupon code in checkout, we compare the new discounted price against the current price of each item in your shopping bag (including sale and BOGO prices, and multiple purchase discounts). We will automatically apply the deeper discount of the two, so you can always be sure you're getting the lowest possible price.

How can I send a gift or ship to another address?

If you'd like to send a gift, just enter the recipient's information for the shipping address. When you send to a name and address different than the info on the billing address, the invoice will arrive without prices included. Unfortunately, we are not able to mark packages as gifts.

You can also add gift boxes from the shopping cart for eligible items.

How To Empty Your Cart

If you're receiving a message stating your cart is empty, it may be because your browser is not set to accept cookies. To fix this, just check your browser setting and enable your cookies.

Why do you need cookies? Our site is designed to use cookies to keep track of the items you order during your shopping session. When you're ready to check out, all of the items are saved in your shopping cart by using the cookies. If you don't enable cookies in your browser, our site won't remember what you've ordered, therefore making your shopping cart empty.

For more information, read our complete Privacy Policy. If you prefer to order over the phone, please call and we'll be happy to place your order for you.

Note: You can now keep items in your cart for up to 30 days, but this doesn't guarantee the item will be available when you check out.

How to Redeem Gift Cards & Certificates

You can redeem Gift Cards, E-Gift Cards, and Certificates at eddiebauer.com, by phone (1-888-495-5170), and in retail stores. Just follow these easy steps:

Online

During the Payment checkout step, look at your card/email/certificate information and enter the number shown. (For help finding your card information, see below.)

By Phone

Call 1-888-495-5170. Please have your card/email/certificate number ready when you place your order.

In Retail Stores

At checkout, present card/email/certificate plus valid picture ID to the sales associate. Find the store nearest you.

Track Your Order

If you already have an account, you can track the status of your order once it has shipped. Log in to access your account now. You will also receive an email notice once the order has shipped, usually within one business day for orders placed by 6 p.m. ET.

Having an account also allows you to access current and past orders for up to nine months.

If you don't have an account but would like to start one, create an account now.

Returns & Exchanges

Please see the Returns & Exchanges page in the Customer Service section of our site for complete details.

How can I tell if my order has been submitted?

After sending your order you will receive a receipt page including a reference number and details on your order. The receipt page can be printed for your records if you want. We'll also send an email acknowledgement shortly to the email address you entered on your order.

It's unlikely, but if you should receive an error message after clicking Send this Order & View Receipt please cut and paste the message and send it to us via email. If you don't receive a receipt, pleaseemailus as well.

Can I change my order after it has been submitted?

Can I change my order after it's sent? Once your order is submitted, it can't be changed. The order processing begins as soon as you click Submit Order.

When will my order ship?

Once you click Send this Order & View Receipt the order is transmitted. This may take a few moments, so please don't double click!

You will get a receipt page that will have order details and an email will also be sent to you shortly after you get your receipt.

The order is then processed and shipped out. Once shipped, you can start tracking the package in our Track Your Order Status feature if you have an account. After your package has shipped we will send you another email indicating the package is on its way.

If you still have a question please feel free to either email us at customercare@csc.eddiebauer.com or call our sales associates at 1-888-495-5170.

Can I cancel Backordered items?

You can cancel your backordered item by sending us an email 24 hrs a day, 7 days a week or by calling 1-888-495-5170. Please include your name, address, order number and item to be cancelled.

The One Tree Initiative

One tree matters. One tree makes a difference. So can you.

Eddie Bauer is proud to be a long-standing partner with American Forests in their mission to protect and restore ecosystems around the world. Over our 22-year collaboration, Eddie Bauer has helped American Forests plant nearly 7 million trees.

If you're interested in making a donation to further support Eddie Bauer + American Forests' mission to protect and restore forests, you can do so by adding a dollar to your order when shopping in our stores or online at eddiebauer.ca. Each dollar donated in Canadian stores or on eddiebauer.ca will help plant one tree in a threatened forest ecosystem in Canada.

Can I change the email address I use to log into eddiebauer.com?

Yes, first you will have to login to your personal account. Logging in ensures the security of your account information. Once you're logged in we'll take you right to the page where you can edit your address. Log in now.

Note: The email address you use for your account is separate from the email address you use to receive Eddie Bauer Email about special events, offers and sales. If you would like to update your e-mail address for Eddie Bauer Email, sign up with your new address and simply unsubscribe from your old address by clicking the link at the bottom of any promotional email you've received from us.

Contact Us. Our customer service specialists are standing by to assist you.
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Eddie Bauer Customer Service
P.O. Box 7001
Groveport, OH 43125
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