Macy's is an American department store chain that sells clothing, footwear, accessories, cosmetics, fragrances, home furnishings, furniture, mattresses, and housewares both in stores and online. It operates as a subsidiary of Macy's, Inc.
Usually 1 to 30 minutes.Availability: Phone support is available Monday through Sunday from 8 a.m. to 10 p.m. Eastern time.
Email support
Macy's does not publish a general customer service email.
Live chat support
Usually a few minutes to connect to a live agent during normal support hours; the company does not publish official chat wait times. Availability: Live chat support is available Monday through Sunday from 8 a.m. to 10 p.m. Eastern time.
Social media
Macy's is active on Facebook, X (formerly Twitter), Instagram, TikTok, YouTube, and Pinterest. Customers can send a direct message to @Macys on X or to the Macy's Facebook page.
Help center/FAQ
Macy's help center/FAQ provides quick answers to common questions regarding ordering and shipping, returns and refunds, the Star Rewards program, Macy's credit card and credit services, gift cards and registries, marketplace and third-party sellers, account management, and privacy and security.
View the order status by entering the order number or email address/phone number.
Macy’s customer service policies
Macy's notice of privacy practices describes the personal information Macy's, macys.com, Macy's Backstage, and Market by Macy's collect (including identifiers, payment information, device data, and shopping behavior), how that information is used and shared with service providers and affiliates, and the choices customers have over marketing, online tracking, and Star Rewards. The notice also addresses children's online privacy, international processing, and consumer privacy rights, and directs questions to privacy.master@macys.com.
Macy’s loyalty program
Macy's runs Star Rewards, a free tiered loyalty program with four levels: Bronze (open to anyone), Silver, Gold, and Platinum (tier eligibility for Silver/Gold/Platinum is based on annual Macy's Credit Card spend). Members earn 1 to 5 points per $1 spent at Macy's, Macy's Backstage, and macys.com, depending on tier. Every 1,000 points earned converts to $10 in "Star Money" that can be redeemed on most future purchases. Higher tiers add benefits such as free shipping, bonus-point events, and birthday surprises.
Frequently asked questions about Macy’s
If you are not a Macy's Star Rewards member and you mail back an order, Macy's deducts a $9.99 shipping label fee from your refund. You can avoid the fee by joining Star Rewards (free at the Bronze tier) or by returning the item in person at any Macy's store, where there is no return shipping charge.
Most items must be returned within 30 days of purchase or delivery in unworn, unaltered condition with original packaging and tags. Apple products and several designer brands (Burberry, Gucci, Longchamp, Louis Vuitton, Tous) have a 14-day window. Macy's typically extends the window during the holiday season for purchases made roughly October through December. Check the full return policy for exceptions before you buy.
Most items sold and shipped by third-party sellers on Macy's Marketplace can be returned either in store or by mail, but Macy's recommends starting the return online so the seller is notified. Furniture and mattresses sold by third-party sellers cannot be returned in store and must be sent back directly to the seller; refunds on those items are processed by the seller and can take longer than refunds on items sold by Macy's.
Macy's announced 14 additional store closures in 12 states in early 2026 as part of its Bold New Chapter strategy. Returns to a closing store are accepted during clearance sales; once the store has closed, you can return items by mail through your account or at another open Macy's location. Macy's gift cards remain valid at any open Macy's location and at macys.com. Macy's credit card accounts are unaffected by individual store closures and are serviced by Citibank at (888) 257-6757.
Call the dedicated furniture and mattress customer service line at (888) 822-6229 or use the chat option on the furniture and mattress order inquiries page. For mailed correspondence, write to Macy's.com Customer Care Department, PO Box 8215, Mason, OH 45040, Attn: Furniture and Bedding Department. Furniture deliveries can take several weeks; change-of-mind returns may incur a 15% restocking fee.
If general customer service at (800) 289-6229 cannot resolve your issue, ask for a supervisor. If that fails, send a written complaint to the Macy's Credit and Customer Service address (PO Box 8113, Mason, OH 45040) or to the corporate headquarters at 151 W 34th St., New York, NY 10001. You can also escalate to the executive customer service contacts listed above.
Star Rewards is Macy's free four-tier loyalty program. Bronze members (anyone) earn 1 point per $1 spent at Macy's, Macy's Backstage, and macys.com. Macy's Credit Card holders are placed in Silver, Gold, or Platinum tiers based on annual qualifying spend and earn 2, 3, or 5 points per $1. Every 1,000 points equals $10 in Star Money that can be redeemed on most future purchases. Gold and Platinum members receive free shipping and free mail-in returns.
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published December 18, 2024. Updated May 29, 2026.
