Customer Service

CONTACT US
Have a question or feedback?
We'd love to hear from you!


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).

Back to top

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.

Back to top

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.

Back to top

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.


Back to top

Why is my phone number required?

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

Back to top

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.

Back to top

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).

Back to top

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.

Back to top

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

Back to top

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.

Back to top

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.

Back to top

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.

Back to top

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.

Back to top

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).

Back to top

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.

Back to top

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).

Back to top

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.

Back to top

How do you use my personal information?

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

Back to top

Subscriptions

What is the P&G eStore Subscription Program?

The P&G eStore Subscription Program is an exclusive online program that conveniently delivers the products you select right to your door on your schedule. Subscribing is easy—just pick out which products you would like delivered directly to you and how often you wish to receive them. We handle everything else.

Your first order will process immediately after subscribing. You will receive Free Shipping on every Subscription order as a reward for joining!

You always have complete control over your deliveries, and you will receive pre-shipment emails before your next subscription order. In the Manage Subscription section of 'My Account', you can change your product quantity, cancel a subscription, or update your account information at any time. Changes may take up to 24 hours to take effect.

Back to top

How do I join the P&G eStore Subscription Program?

Joining the program is easy. You can look for items specially marked as subscribable during your shopping experience. To join, simply select how often you want the products delivered to you and check out as normal. You are then on your way to receiving ultimate convenience. Your first order will process immediately, and subsequent subscription orders will be placed automatically at your chosen delivery frequency. For more details, see How It Works.

Back to top

What will happen after I join the P&G eStore Subscription Program?

After you join, you will receive an email confirming your new subscription, with a link to see and manage your future orders, subscription details, and account information. You will automatically receive Free Shipping on both your initial and future subscription orders.

Prior to each order, we will send you an email reminder with the details of your upcoming order. You will only be billed when the order has shipped. You will also receive email notifications regarding other important information related to upcoming orders and your subscription. This includes, but is not limited to, if your product is discontinued, if you cancel your subscription, or if your subscription item is temporarily out of stock.

Back to top

How do I make changes to my P&G eStore Subscription shipments?

The program is easy to join and manage. You can change your default credit card, edit a billing and shipping address, or modify or cancel a subscription by visiting the Manage Subscription section of 'My Account'. You can also change your email reminder timing or delivery frequency. Please allow up to 24 hours for modifications or cancellations to be processed.

To change your next order date:

  1. Visit the 'My Next Order' tab and, click the 'Change' link near the date
  2. Select the new date for your order. This will change the order date for the entire order
  3. If an order contains multiple items but you would only like to change the order date of a single item, follow the same steps above on the 'My Subscriptions' tab for the individual item.


To skip an order:

  1. Visit the 'My Next Order' tab, and click the 'Skip Delivery' link near the next order date to skip the entire order until the next delivery period.
    A new order(s) will be created based on the delivery frequency for each product in the skipped order.


To modify the delivery frequency for a subscription item:

  1. Visit the 'My Subscriptions' tab. (The current delivery frequency is displayed next to each item.)
  2. Simply click on the frequency drop-down menu next to the item you would like to modify,
  3. Select your new desired frequency.


To update your stored account information:

  1. Visit the 'Manage Subscriptions' section of 'My Account'
  2. Select 'More Changes' - link located underneath the Subscription status.
    1. (A gray bar will appear with your Ship To, Bill To, Email Reminder and Subscription Status information)
  3. Choose a previous shipping address and/or billing address from the respective drop-down menu or input new information using the plus sign next to the drop-down.
    • Note: The information you select will apply to all future subscription orders unless otherwise noted.
  4. Press 'OK' and verify that your updated information saved successfully.


To change the timing of your email reminders:

  1. Visit the 'My Subscriptions' tab of the 'Manage Subscriptions' section of ‘My Account’
  2. Click 'More Changes' for the individual item you would like to update.
  3. Select the 'Change' link next to 'Email Reminder' and change the frequency using the drop-down menu.


Please allow up to 24 hours for any modifications or cancellations to be processed.

Back to top

How do I make changes to my account information?

To review or modify your account information, visit the 'Manage Subscriptions' section of 'My Account'. You can change your shipping address, billing address, or payment information for an entire order or an individual subscription item. By default, any changes will affect all future orders, but can also be restricted to an individual item or order.

To update your billing and/or shipping addresses:

  1. Visit the 'Manage Subscriptions' section of 'My Account'.
  2. Select the 'Change' link located next to the shipping or billing addresses. Choose a previous shipping address and/or billing address from the respective drop-down menu or input a new address using the plus sign next to the drop-down.
  3. The information you select will apply to all subscriptions and future orders unless otherwise noted.
  4. Press 'OK' and verify that your updated information saved successfully.


To update your payment information:

  1. Visit the 'Stored Credit Cards' section of 'My Account'.
  2. To update all orders to a credit card already stored in the system, simply select the 'Default Card' radio button next to your desired credit card.
  3. To add a new card, click 'Add a Credit Card' and fill in the required information.
  4. Next, select the 'Default Card' radio button next to your new credit card. The default credit card will be used for all subscription orders.
Please allow up to 24 hours for modifications or cancellations to be processed.

Back to top

What is the difference between the 'My Next Order' and 'My Subscriptions' tabs?

The 'My Next Order' tab shows the details for your next scheduled order. An order may contain more than one individual item if the items have the same order date, shipping address and billing address.

The 'My Subscriptions' tab displays individual subscription items - and all associated details for those individual subscription items. Each item constitutes one subscription.

Back to top

How will I be notified about price changes for my subscription items?

All price changes associated with a subscription item will be noted in the next Order Reminder email sent. Order Reminder emails are circulated 10 days prior to being processed unless you change the frequency.

As a reminder, you can cancel a subscription item by visiting the 'Manage Subscription' section of 'My Account' and deactivating the individual item.

Back to top

How do I cancel my subscription?


To cancel a subscription item:

  1. Visit the 'My Subscriptions' tab of the 'Manage Subscription' section of 'My Account'
  2. Click 'More Changes' for the individual subscription item you would like to cancel.
  3. Select 'Deactivate'. You’ll be prompted to confirm this action by clicking 'Yes, Deactivate this item' when you indicate your reason for cancelling.
  4. You will receive an email notification confirming your cancellation.


Back to top

eStore Retail Services
Order Tracking   Site Map   Customer Service   Privacy Notice   P&G Terms & Conditions   P&G eStore Policies   FAQs   Contact Us  Ad Choices Ad Choices icon
©
Procter & Gamble. All claims valid only in the U.S.
Paypal
  • SSL
We're interested in your feedback.
We're interested in your feedback.