When an order goes missing, a return stalls, or a refund never shows up, the last thing you want is to hunt around a website for a phone number. You want the right number, the right hours, and a real person who can fix the problem. That is exactly what this guide gives you.
The short answer: the Macy’s customer care number is 1-800-289-6229 (you can also dial it as 1-800-BUY-MACY). It covers orders placed on macys.com, shipping and delivery questions, returns and refunds, product questions, and help with your Macy’s account. The line is generally staffed Monday through Sunday, 8 a.m. to 10 p.m. Eastern Time, though hours can change around holidays.
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Before you call, it helps to know that Macy’s does not use one single number for everything. Your credit card has its own line, furniture and mattress orders have their own line, and shoppers calling from outside the United States use a different number again. Calling the wrong one usually means being transferred, which means more waiting. The sections below lay out every number, what each one is for, and the fastest way to get your specific issue sorted.
IN THIS GUIDE
This guide covers the main Macy’s customer care number first, then the department numbers, the hours, what to have ready before you call, the ways to reach Macy’s without phoning at all, and what to do if your first call does not fix the problem. Use the headings to jump to the part you need.
The Short Answer: Macy’s Customer Care Number
If you only need one number, it is this one:
Macy’s Customer Care: 1-800-289-6229
This is the general customer care line listed on Macy’s own contact pages and repeated across independent customer-service directories. It is a toll-free number in the United States, and it handles the bulk of everyday problems: tracking an order, changing a delivery address before an order ships, starting a return, checking on a refund, asking about a product, sorting out a promo code that did not apply, and questions about your macys.com account.
Practical tip: if your issue involves the Macy’s credit card — a payment, a balance, a statement, or a lost or stolen card — do not start with the general line. The credit card is serviced by its card issuer, and the general customer care team cannot see card accounts. Call the credit line directly instead (listed in the table below) and you will skip a transfer.
One more thing worth knowing before you dial: Macy’s does not publish a general customer service email address. If you prefer writing over calling, your options are the live chat on macys.com, the help center, the Macy’s app, or a message through Macy’s social media pages. Phone remains the fastest route for anything urgent, such as a delivery that was supposed to arrive today.
Macy’s Customer Care Numbers at a Glance
Different problems go to different teams. The table below lists the numbers that shoppers use most often, so you can pick the right one on the first try.
| Department | Number | Use it for |
|---|---|---|
| General customer care | 1-800-289-6229 | Orders, shipping, returns, refunds, product and account questions |
| Macy’s credit card | 1-888-257-6757 | Card payments, balances, statements, fees, lost or stolen card |
| Furniture and mattress | 1-888-822-6229 | Furniture and mattress delivery, scheduling and service |
| International callers | +1-513-573-7912 | Help for customers calling from outside the United States |
| TTY service | 711 | Relay service for customers who use TTY |
Numbers and hours can change, so if a number does not connect, check the contact page on macys.com before trying numbers you find in search results or social media comments. Scammers sometimes post fake customer service numbers for big retailers, and calling one can put your account and payment details at risk. There is more on spotting fake numbers later in this guide.
When Can You Call Macy’s Customer Care?
The general customer care line is generally open Monday through Sunday, 8 a.m. to 10 p.m. Eastern Time. Some directories describe the call center as operating around the clock, but the hours Macy’s itself publishes are the 8 a.m. to 10 p.m. Eastern window, so that is the safe time to plan around. Holiday hours can differ, and the line is typically busiest around major sale events and the holiday shopping season.
The credit card line has its own hours, generally given as 10 a.m. to 10 p.m. Eastern Time, though reports of round-the-clock availability for lost or stolen cards are common. If your card is lost or stolen, do not wait for business hours — call the credit line right away and follow the prompts for a lost or stolen card.
Practical tip: if you have a choice, try calling early in the morning or later in the evening on a weekday. Mondays tend to be the busiest day, and Sunday is often reported as the quietest. Even a difference of a few minutes in hold time matters when you are calling about an order that is already late.
What to Have Ready Before You Call
A little preparation turns a ten-minute call into a two-minute one. The representative will usually ask for some combination of the following, so have them to hand before you dial:
- Your order number. You will find it in your order confirmation email and in the order history section of your macys.com account. This is the single most useful piece of information you can have.
- The email address on the order. This is how the agent finds your order if you do not have the number.
- The item name or web ID. Useful when the question is about one item in a multi-item order, or when you are asking about a return or exchange.
- Your Macy’s account details. If the question involves Star Rewards, a registry, or your online account, be signed in or have your account email ready.
- Dates and amounts. For a missing refund, note the date the return was sent and the amount you expect. For a delivery problem, note the promised delivery date and the tracking status.
- Photos, if relevant. If an item arrived damaged or wrong, take clear photos before you call. The agent may ask you to send them or describe the damage.
Practical tip: write down the name of the representative you speak to, the time of the call, and any reference or case number they give you. If the issue needs a second call, that note saves you from starting over from scratch.
What Macy’s Customer Care Can Help You With
The general line covers a wide range of problems. These are the ones shoppers call about most often, and what usually happens in each case.
Tracking and Delivery Problems
If tracking has not updated for a few days, or a package shows as delivered when it is not there, the agent can check the carrier’s tracking from their side, confirm the delivery address on file, and start a trace or a claim with the carrier. Have your order number and the tracking number ready. Delivery problems are often resolved faster by phone than by chat, because the agent can escalate a carrier claim while you are on the line.
Returns and Refunds
Customer care can start a return, explain the return options for your item, and check the status of a refund that seems overdue. Keep in mind that refunds take time to reach your bank or card after Macy’s processes them — the agent can tell you whether the refund has been issued on Macy’s side, which is the key question. If it has been issued and your bank still does not show it, the wait is usually on the bank’s side.
Cancelled or Changed Orders
If you need to change a delivery address or cancel an order, call as soon as you can. Orders move to the warehouse quickly, and once an order has shipped it usually cannot be changed. If it is too late to cancel, the agent can explain the return route instead.
Promo Codes and Pricing
If a promo code did not apply at checkout, or an item’s price changed shortly after you bought it, the agent can check whether a price adjustment is available. Policies on adjustments vary and can depend on the item and the timing, so it is worth asking rather than assuming the answer is no.
Account, Star Rewards and Registry Questions
The general line can help with account sign-in trouble, Star Rewards points, and registry questions. If you cannot sign in at all, the agent can walk through the recovery steps. Note that password resets and account recovery are usually handled through the website’s own tools, with the agent guiding you rather than resetting anything directly.
How to Reach Macy’s Without Calling
Phone is not the only route, and for simple questions it is often not the fastest one. Here are the alternatives, roughly in order of speed.
Live Chat and the Virtual Agent
Macy’s offers a virtual agent and live chat on its website, available around the clock for common questions. The virtual agent can answer straightforward queries about orders, shipping, returns, and store hours, and it can pass you to a live agent when the question needs a person. This is a good first stop for a simple question such as checking an order status, because you get an answer without waiting on hold.
The Help Center
Macy’s help center and FAQ pages cover ordering and shipping, returns and refunds, the Star Rewards program, the Macy’s credit card, gift cards and registries, marketplace and third-party sellers, and account management. If your question is a general “how does this work” question rather than a problem with a specific order, the help center will usually answer it in a minute or two.
The Macy’s App
The app lets you track orders, start returns, check Star Rewards, and browse the same help options as the website. If you shop on your phone, keeping the app signed in means your order history is always a tap away, which also makes any later phone call quicker.
In Store
For returns, exchanges, and questions about an item you bought in a store, the customer service desk in the store can often help on the spot. Bring the item, your receipt or order confirmation, and the card you paid with. In-store teams can usually handle returns and exchanges faster than a phone call can, because they have the item in front of them.
Social Media
Customers can send a direct message to Macy’s official pages on X or Facebook. This works for general questions and for getting pointed to the right support route, but it is not the place to share order numbers, addresses, or payment details in public replies. Keep sensitive details in a private message, and never share them with an account that is not the verified official page.
Which Number Should You Call for Your Problem?
Picking the right line first time is the biggest time saver in this whole process. Use this quick guide:
- Order, delivery, return or refund question: general customer care, 1-800-289-6229.
- Credit card payment, balance, statement or lost card: credit customer care, 1-888-257-6757.
- Furniture or mattress delivery or scheduling: furniture and mattress line, 1-888-822-6229.
- Calling from outside the United States: international line, +1-513-573-7912.
- Corporate, press or investor matter: the corporate office, not customer care. The headquarters is at 151 West 34th Street, New York, NY 10001.
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Practical tip: if you call the general line about a credit card issue by mistake, the agent will transfer you. That is normal and not a dead end. But starting on the right line can save you a transfer and a second wait, so it is worth the few seconds it takes to check.
How to Get Through Faster
Nobody enjoys waiting on hold. These habits genuinely help, and they cost nothing.
Call at a Quieter Time
Early mornings and late evenings on weekdays are usually quieter than midday. Sunday is often reported as the least busy day, while Monday is the busiest. Avoid calling in the hour after a big sale starts, when call volumes spike.
Use the Phone Menu Properly
Listen to the menu options instead of pressing zero straight away. The menu exists to route you to the team that can actually fix your problem, and choosing the right option usually gets you to the right person faster than asking a general agent to transfer you. That said, if the menu does not offer an option that matches your problem, choosing the closest one and explaining the situation to the agent is fine.
Try Chat First for Simple Questions
Order tracking, store hours, return policy questions, and promo code terms are often answered faster by the virtual agent or live chat than by phone. Save the phone call for problems that need a person to take action, such as a lost package, a missing refund, or a disputed charge.
Be Clear and Brief
Start with one sentence that states the problem and what you need: “My order 12345678 was due yesterday and tracking has not updated. Can you check it?” Agents handle dozens of calls a day, and a clear opening gets you to the solution faster than a long backstory. Have your order number ready before you start talking.
If Your Issue Is Not Resolved on the First Call
Sometimes the first call does not fix it. That is frustrating, but there are clear next steps.
First, ask for a supervisor or a senior agent while you are still on the call. Explain calmly what has already been tried and what outcome you need. Supervisors can often approve solutions that front-line agents cannot, such as a replacement shipment or a manual refund review.
Second, ask for a reference or case number and note it down, along with the name of the person you spoke to. If you have to call back, give the new agent that number first. It keeps the history of your problem attached to the case instead of starting from zero.
Third, if the issue is still unresolved, you can put it in writing. Macy’s publishes mailing addresses for written complaints, including a customer service address in Mason, Ohio, and the corporate headquarters address in New York. A written complaint should include your order number, the dates of your calls, the reference numbers you were given, and a clear statement of what you are asking for.
Practical tip: keep copies of everything — order confirmations, return labels, refund emails, and notes from your calls. If a refund or a delivery dispute drags on, that paper trail is what turns “I think I returned it” into “here is the proof.”
Watch Out for Fake Macy’s Customer Service Numbers
This matters more than most people realise. Scammers regularly post fake customer service numbers for large retailers in search ads, social media comments, and unofficial directory sites. The numbers often look convincing, and the people who answer them sound professional. Their goal is usually to get your order details, account password, or payment information.
Protect yourself with a few simple habits:
- Only use numbers listed on macys.com itself or on well-established customer-service directories that you trust.
- Never call a “Macy’s support” number from a social media comment, a pop-up ad, or an unsolicited text or email.
- Never share your full card number, card security code, or account password with someone who called you or who you reached through an unverified number.
- If a caller claims to be from Macy’s and asks you to pay by gift card, wire transfer, or cryptocurrency, hang up. That is not how a real retailer collects payment.
- Check that any link you click goes to macys.com before you sign in.
If you think you have shared sensitive information with a fake number, contact your bank or card issuer straight away, change your Macy’s account password, and keep an eye on your statements.
Frequently Asked Questions
What is the Macy’s customer care number?
The Macy’s customer care number is 1-800-289-6229 (1-800-BUY-MACY). It covers orders, shipping, returns, refunds, product questions and account help.
What are Macy’s customer care hours?
General customer care is generally available Monday through Sunday, 8 a.m. to 10 p.m. Eastern Time, with possible changes around holidays. The credit card line generally runs 10 a.m. to 10 p.m. Eastern Time.
What is the Macy’s credit card customer service number?
The Macy’s credit card line is 1-888-257-6757. The card is serviced by its issuer, so card payments, balances, statements and lost or stolen cards go through this number rather than the general line.
Does Macy’s have a customer service email?
Macy’s does not publish a general customer service email address. The main written routes are live chat on macys.com, the help center, the Macy’s app, and direct messages to Macy’s verified social media pages.
How do I track my Macy’s order without calling?
Sign in to your account on macys.com or the Macy’s app and open your order history, or use the tracking link in your shipping confirmation email. The virtual agent on the website can also check an order status for you.
How long does a Macy’s refund take?
That depends on the return method and your bank or card issuer. Macy’s processes the refund on its side first, and then the money has to clear through your bank, which can take additional business days. If the refund has been issued on Macy’s side and still has not appeared, ask your bank to check for a pending credit.
Can I return an online order in a Macy’s store?
In most cases, yes — online orders can usually be returned at a Macy’s store, which is often the fastest option. Bring the item, your order confirmation or receipt, and the card you paid with. Some items, such as furniture and certain marketplace items, may have different return rules, so check the return terms for your specific item first.
Conclusion
The Macy’s customer care number is 1-800-289-6229, open generally Monday through Sunday, 8 a.m. to 10 p.m. Eastern Time. For credit card issues, call 1-888-257-6757 instead; for furniture and mattress orders, use 1-888-822-6229; and if you are calling from outside the United States, the international line is +1-513-573-7912.
The fastest calls are the prepared ones. Have your order number ready, call the line that matches your problem, try a quieter time of day, and use chat or the help center for simple questions so the phone line stays free for problems that need a person. And if the first call does not fix it, ask for a supervisor, get a reference number, and keep your records — that paper trail is what gets a stubborn problem resolved.
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