FAQ'S
Q: How do I contact you?
A: You can reach out to us by email at 7collection@7-11.com and we will be happy to assist with all questions regarding your online shopping experience.
Q: What are your customer service hours?
A: We are happy to assist you during our business hours of M-F 9am-5pm PST. Weekend inquiries will be answered in the order of receipt on Monday (there is no need to resend as we answer the oldest messages and emails first).
Q: How long will it take to get my order?
A: We are committed to producing and fulfilling orders within 4 business days from the time an order is received during non-holiday periods. During the holidays (November-December), we will make every effort to process and fulfill orders within 10 business days from receiving the order. To ensure your items arrive in time for the holidays, orders must be placed by 12/13/23, 11:59pm PST. For questions about the status of your order, please email 7collection@7-11.com.
Q: How can I check my order status?
A: If you created an account on our site you will be able to see your order history and order information. If you checked out as a guest then you can check your emails for an order confirmation email.
Q: How will I know if my order shipped?
A: When your order ships from our fulfillment center you will receive a shipping notification email that will include your tracking number inside.
If you created an account then you can log in to your account and look at your recent orders for your tracking information.
Q: What is your return & exchange policy?
A: We have a 30 day return and exchange policy. If you are not satisfied with your purchase for any reason, we will make it right or refund your original purchase price (less the shipping and handling fees).
To be eligible for a return or exchange, items must be unworn and unwashed with the original tags attached. Items stated as final sale are not eligible for returns or exchanges. E-Gift Cards are final sale and may not be refunded.
To begin your return or exchange request, please visit our self-serve portal HERE. If you need assistance, please reference our Returns and Exchanges Guide or email us at 7collection@7-11.com.
Q: What if my product arrived damaged?
A: We apologize for the inconvenience! We are committed to packaging shipments in the best possible way to fully protect the contents, however, in a very small amount of instances items can be damaged while in transit. In such cases, please email our customer support team and provide a photo of the damaged goods and we will be happy to make it right.
Q: What if my tracking number shows that my package was delivered but I did not receive it?
A: Tracking information will sometimes show that packages are delivered a day before they actually are. Please wait 24 hours and check back. If your package has still not arrived, we recommend reaching out to your local post office. We are not responsible for lost or stolen packages.
Q: Why won't my discount code work?
A: We are sorry for the inconvenience! There are a few things that could have caused this:
While we do regularly give out discount codes through our email and social channels they may not always apply to all products.
- Your discount code may have expired.
- Only one discount can be applied per order.
- Some discounts require a minimum purchase amount.
- Some discounts apply only to a specific product or exclude specific products.
Q: Why didn't all of my items ship in one package?
A: We strive to ship all items in a single package, however, in limited instances some items may ship from another location or require additional packages. If so, you will receive an email confirmation and tracking information for each package shipped. There are no additional fees for a split ship order.
Q: How do E-Gift Cards work?
A: 7Collection E-Gift Cards are available for purchase only on 7Collection.com. 7Collection E-Gift Cards are redeemable only for merchandise sold on 7Collection.com. 7Collection E-Gift Cards are unable to be redeemed at 7-Eleven brick and mortar locations or anywhere other than 7Collection.com. The E-Gift Cards have no cash value and are non-refundable. Your E-Gift Card will be automatically emailed to you immediately following completion of purchase.
Q: Do you ship overseas?
A: As of now, we only ship within the continental U.S.A.
Q: What shipping carriers do you use?
A: Our product fulfillment ships primarily through USPS.
Q: Still have questions?
A: Please reach out to us at 7collection@7-11.com.
