- Customer Care
- Customer Care FAQs
Customer Care FAQs
Can I place my order over the phone?Yes, and at any time. Call us toll-free 24/7 at 1-888-262-6224 to place your order.
Can I cancel or change my order?Once your order is placed, we do our best to prepare it for shipment immediately. In most cases, we can’t change or cancel your order, but contact us at firstname.lastname@example.org or 1-888-262-6224 and we’ll do our best to help.
How will I know if Coach received my order?Once you place an order, you’ll receive a confirmation number and a confirmation email to confirm your order is being processed.
If you don’t receive a confirmation email within 24 hours, call us at 1-888-262-6224.
What do I do if I have a question about my order?Ask away. Contact us at email@example.com or 1-888-262-6224.
Can I order or ship Coach products outside of the United States?Coach.com does not accept orders with billing or shipping addresses outside of the United States, Puerto Rico and Canada, but you can place an international order by calling us at 1.888.262.6224 (if within the United States) and 904.367.7551 (if outside the United States).
What forms of payment do you accept?We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, PayPal, and Coach gift cards. For questions about payment, call us at 1-888-262-6224.
What is the cost when shipping to Canada?In addition to the merchandise cost, the following charges apply:
- Shipping and Handling Fee: $15.00
Is my order total in Canadian Dollars?Yes, only Canadian dollar amounts are displayed on ca.coach.com, except for e-gift cards which are still in U.S. dollars.
What forms of payment can I use at Coach.com?We will accept U.S. bank-issued credit cards and Canadian bank-issued credit cards: American Express, Visa and Master Card as well as PayPal and the Coach gift card. At this time, we do not accept debit-only cards requiring a pin for purchase.
Will I be charged a conversion fee from my bank or credit card company?Conversion fees differ depending upon your bank and credit card company. Please contact your bank directly with questions regarding conversion fees.
Are any items excluded from Canada shipping?Unfortunately, we are unable to ship exotics to Canada at this time.
When will my order arrive?Canadian Orders are shipped via UPS. You should allow 4-5 business days for delivery. For monogrammed items, please add two additional business days. There is no overnight service to Canada at this time.
Is Store Pick Up available in Canadian stores?At this time, you cannot place a Store Pick Up order online for pick-up in a Coach Canadian Store.
How do I return an item shipped to Canada?To return an order which was shipped to Canada, simply return your items to a Canadian Coach Store. To view a list of Coach store locations in Canada, please visit our list at the Store Locator.
Please allow a processing time of two to three weeks for refunds and exchanges. For questions regarding Canadian returns, please call customer care at 1-866-787-1587.
Our Commitment Against Counterfeiting
Coach and its parent company Tapestry, Inc. care about the quality, workmanship and authenticity of every product we sell. Counterfeiting is illegal. Counterfeit products do not undergo inspection processes and often do not adhere to safety, health and wage regulations, including child labor and human rights laws. Counterfeiting has been linked to organized crime, child labor, and terrorism. Counterfeits can also harm the economy, including through lost revenues, jobs and taxes. It is estimated that counterfeiting costs the United States economy 250 to 500 billion dollars a year.
Our Brand Protection and Anti-Counterfeiting Efforts
To help protect our Coach brand and consumers from counterfeits, we work with law enforcement and customs officials in the United States and around the world to stop the shipment and sale of counterfeit goods. We also monitor online and offline channels for counterfeit merchandise.
Authentic Coach products are sold by Coach retail and outlet stores and online at www.coach.com, www.coachoutlet.com, world.coach.com or at authorized department stores and specialty stores. To find a store near you, visit www.coach.com/stores.
We do not respond to requests to authenticate product or identify authorized distributors. Please note that if a deal or price sounds too good to be true, it probably is. We do not sell our products at flea markets, through street vendors, or in kiosks in malls.
Be wary of counterfeit websites which claim to be “official.” Websites offering counterfeit product often use misspellings of the actual word “Coach” in the URL. They may also imitate the layout and overall appearance of coach.com. These websites may also appear on search engine results. A few examples are: coachoutletfactory.org, coachbags.biz, coachonline.us.com
Auction websites may have counterfeit goods available for purchase despite language on the product’s listing claiming that it is “authentic.”
You can report infringing and counterfeit listings through our counterfeit reporting form, which you can access here. You can also make a report by calling our counterfeit hotline: 1-833-768-1778. We work to combat the unauthorized production and sale of counterfeit Coach merchandise, and appreciate any information you could share to assist us in our efforts. Please provide as much information as possible, including, for example, the location of the merchandise and the type and number of products being offered for sale. Providing as much information is helpful to our anti-counterfeiting efforts.