Customer Service

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BY PHONE
1-877-333-0121
Monday - Friday
9 a.m. – 6 p.m. EST
 

BY EMAIL
Contact Us

OR BY MAIL
P&G eStore
Attn: Customer Service
505 Millennium Drive
Allen, Texas 75013

FAQs | Frequently Asked Questions


Ordering Online

How do I place an order?

You can place an order at www.pgestore.com. You will receive an email confirming your order that includes your order number. If you prefer to order by phone, please call us at 877-333-0121 from 9am-7pm EST Monday - Friday (except holidays).

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How can I check my order status?

Please click here to check your order status.
Once your order ships, you will receive a shipping notification email that includes tracking information.

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What payment methods can I use to place an order?

The P&G eStore accepts Visa, MasterCard, American Express, Discover, and PayPal. We are unable to accept international credit cards for online purchases.

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When can I expect my order?

Standard Delivery: (5-8 Business Days)

  • Orders are typically delivered within 5 - 8 business days for Standard service. Actual delivery time depends on shipping distance and may vary.
  • Delivery to some remote addresses may require up to 2 additional days.

Express Delivery: (2 Business Days)

  • Orders are typically delivered by the end of the second business day after they are shipped.
  • Your order will be shipped after your credit has been approved and/or any other necessary verification has been completed. To be shipped the same day, your order must be submitted and such approval and verifications completed by no later than 3 pm Eastern/12 pm Pacific. All other orders will be shipped on the day that credit approval and/or other verifications are completed, unless the same takes place after 3 pm Eastern/12 pm Pacific, in which case the order will be shipped on the following business day.
  • Some locations in Alaska, Hawaii, and remote areas may require additional transit time.

Rushed Delivery: (1 Business Day)

  • Orders are typically delivered by 3 pm (Local Time) the next business day after they are shipped. Shipments to rural addresses are typically delivered by 4:30 pm (Local Time) the next business day after they are shipped.
  • Available for shipments to addresses within the 48 contiguous states and to limited addresses in Alaska and Hawaii.
  • Your order will be shipped after your credit has been approved and/or any other necessary verification has been completed. To be shipped the same day, your order must be submitted and such approval and verifications completed by no later than 3 pm Eastern/12 pm Pacific. All other orders will be shipped on the day that credit approval and/or other verifications are completed, unless the same takes place after 3 pm Eastern/12 pm Pacific, in which case the order will be shipped on the following business day.

See www.ups.com for additional details.


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Why is my phone number required?

This information is used to respond to your requests and/or contact you, if necessary, about your order.

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Why is my Date of Birth required?

In accordance with our P&G eStore Policies, to make a purchase online, you must be a citizen or legal resident of the United States and be at least 18 years of age.

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What should I do if I am having trouble placing an order?

For any technical difficulties you are experiencing with our website, please contact our online call center at 877-333-0121 from 9am-7pm EST Monday - Friday (except holidays).

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What should I do if I could not complete the checkout process?

If you have correctly entered all your information and are unable to complete the checkout process, we may need further information. Please call us at 877-333-0121 from 9am-7pm EST Monday - Friday (except holidays) to verify your information so that we can process your order.

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Shipping & Service

What shipping methods are available and what are the rates?

Shipping methods and rates
Method Expected Delivery Rate
Standard Delivery 5 - 8 Business Days $5
Express Delivery 2 Business Days $18
Rushed Delivery 1 Business Day $36

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What should I do if I only received a partial shipment?

It is possible your shipment was split based on product availability, and that the missing items will be shipped when they become available. Please contact us at 877-333-0121 from 9am-7pm EST Monday - Friday (except holidays) to report an incomplete shipment, and we will check the status of your missing items. We apologize for any inconvenience this may have caused.

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What should I do if I think my shipment is lost?

Please contact us at 877-333-0121 from 9am-7pm EST Monday - Friday (except holidays) and we will initiate a thorough search of your shipment with the transit company.

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What should I do if my shipment arrived damaged?

If your order was damaged in-transit please contact us at 877-333-0121 from 9am-7pm EST Monday - Friday (except holidays) to report a damaged shipment. We apologize for any inconvenience this may have caused.

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Pricing & Availability

Why are prices different now than when I made my purchase?

All prices and availability of products are subject to change without notice, up until the order is completed and confirmed. We make every effort to provide you the most accurate information on pricing and availability. In addition, some of the items on our web site may be incorrectly priced or no longer available at the time you place your order. In the event a product is listed at an incorrect price, we have the right to refuse or cancel any orders placed for the product listed at the incorrect price. If an item’s correct price is lower than our stated price, we will charge the lower amount and ship you the item. If an item’s correct price is higher than our stated price, we will cancel your order and notify you of the price error and order cancellation. You will, of course, have an opportunity to purchase the item at the correct price, if you so wish.

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Why is my credit card authorized for more than the purchase amount?

During the credit approval/confirmation process, your credit card is not charged for your order. The pending transaction that you see is actually a pre-authorization charge. The final charge, where we will take the funds from your credit card, will happen once the item has shipped. If you have any further questions, please call us at 866-514-8048 from 8am - 8pm EST Monday - Friday (except holidays).

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Product Returns

What is the return policy?

Defective, damaged or incorrect items:

  • All returns and exchanges must be pre-authorized by Customer Service and require a return authorization number. Contact us at 866-514-8048 to speak to a Customer Service Representative and receive your return authorization (if eligible).
  • You must have purchased the item from us www.pgestore.com
  • If you received a damaged or defective item from us, or the wrong item was shipped to you, you will not be responsible for return shipping charges, and we will not charge any restocking or other fee in connection with the return. In addition, you will receive a full refund for the item, as described in our Refund Procedures.
  • To obtain a refund, the item must be returned to us, unopened (unless the item was received by you in a defective or damaged condition) and in its original packaging, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below.
  • We cannot accept items back that have been opened or used unless the item was received by you in a damaged or defective condition.
  • Damaged or defective items returned without their original packaging will not receive a refund.


Other returns:
  • All returns and exchanges must be pre-authorized by Customer Service and require a return authorization number. Contact us at 866-514-8048 to speak to a Customer Service Representative and receive your return authorization (if eligible).
  • You must have purchased the item from us www.pgestore.com
  • For all returns other than damaged, defective or incorrectly-shipped items (see above), you will be responsible for the shipping charges to return the item.
  • To obtain your refund, the item must be returned to us, unopened and in its original packaging, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below.

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My Account

How do I unsubscribe from promotional emails?

You can stop receiving promotional email messages by following the instructions provided in any such message or by calling customer service (1-877-333-0121).

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How do I reset my password?

You can have your username and temporary password sent to the email address on file by selecting the Forgot Your Password link here.

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How do you use my personal information?

For complete information regarding the usage or your personal information, please refer to our Privacy Policy.

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