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Customer Service Rework


Contact Us

Customer Assistance

Feel free to contact Customer Service with any questions and/or concerns. A customer service representative is available Monday to Friday from 8AM-7PM CST.

EMAIL

customer.service@carolehochman.com

TELEPHONE

1.866.267.3945

MAIL

CaroleHochman.com
ATTN Return/Exchange Processing
11850 Riverside Drive
Mira Loma, CA 91752

My Account

 

How do I create an account?

1. Click the MY ACCOUNT link at the top right side of our site.
2. Under NEW CUSTOMERS click REGISTER.
3. Simply follow the prompts to fill in your information.
4. Click the SUBMIT button to complete your account setup.
Your information is NEVER sold to any other company and is kept completely private.

How do I edit my account information?

Click the MY ACCOUNT link at the top right side of our site. Once you are signed in, you may edit any of your information including:
• Change email address or password
• Change email preferences
• Manage billing addresses
• Manage shipping addresses
• View gift certificate balance

I forgot my password.

Click the MY ACCOUNT link at the top right side of our site. Click the FORGOT YOUR PASSWORD link located below the password field. This link will send an email to your provided email address with your password.



Shipping & Returns/Exchanges

SHIPPING

How much is my shipping cost?

CaroleHochman.com offers Free Standard Shipping on all orders over $75. Any order totaling $74.99 and below ships USPS for $8.00. You may upgrade to 3 Day for $15.00, 2 day delivery for $25.00 or Next Day for $35.00 at checkout. Please allow 24-48 hours for order processing, in addition to the 2 days delivery time (excluding weekends).

When will my order ship?

Once your order is placed, please allow 24-48 hours for order processing before your order is shipped. You will receive a Shipping Confirmation email from us to the address you provided during checkout.

How will I know when my order has shipped?

When your order ships from our warehouse you should receive a Shipment Notification via email that includes a tracking number to the email address you provided. If you have not received this email and believe your order should have shipped, click the MY ACCOUNT link at the top right-hand side of our website. Here you can view the status of any orders you have placed. Click on REVIEW ORDERS/TRACK PACKAGES. Next to each of your orders will be listed its current status; ‘processing’ orders have not yet shipped, 'shipped' orders have left the shipping center and you may track their location directly through the shipping carrier.

Do you ship to my country?

We currently do not ship, bill, or process international orders. We only ship exclusively in the United States.

Do you ship to P.O. Boxes?

No, we currently cannot ship, bill, or process orders to P.O. boxes.

Do you ship to Military Addresses? (APO/DPO/FPO)

Yes, but any order being shipped to an APO/DPO/FPO address must be made via telephone. Please call Customer Service at 1.866.267.3945, Monday to Friday from 8AM-5PM CST, for assistance placing & shipping your order.

RETURNS/EXCHANGES

How do I return or exchange my product?

If for any reason you are​ not in love with your Carole Hochman purchase, we will gladly exchange your item or refund your money within 30 days of the invoice date.

Start your return here https://carolehochman.happyreturns.com/

EXCHANGE: Please start your return to view exchange options for your merchandise. Once you have selected your items and submitted your return, you will be provided a return label to ship your items back to us. Upon carrier scan, your replacement order will begin processing.

RETURN: You can choose to be refunded back to your original payment method or by a store gift card. Once you have selected which you would prefer and have submitted your return, you will be provided a return shipping label. Upon carrier scan, your refund will begin processing. Please allow up to two billing cycles for your refund to appear on your credit card statement. If you chose to receive a refund by store gift card, an electronic gift card will be emailed to you.

Please note, carolehochman.com does not cover the expense of your original shipping and handling. Free free to reach out to customer service via email customer.service@carolehochman.com or phone: 1.866.267.3945 with any questions or concerns.

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Track/Review or Cancel Order

 

How do I change quantities or cancel an item in my order?

Click the MY ACCOUNT link at the top right-hand side of our website to view the orders you have placed. Then, click CHANGE QUANTITIES/CANCEL ORDERS to find and edit your order. Please note that once an order has begun processing or has shipped, it is no longer possible to edit the order.

How do I track my order?

When your order ships from our warehouse you should receive a Shipment Notification email that includes a tracking number to the email address you provided. If you did not receive this email, you may alternatively locate your tracking number by clicking on the 'My Account' link at the top right hand side of our website and locating the order for which you are inquiring. Once you have located the tracking number, you may enter it into the shipping carrier's online package tracking system.

What do I do if my order was not delivered?

Click the MY ACCOUNT link at the top right-hand side of our website to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipping carrier to confirm that your package was delivered. If your package shows a status of Delivered, yet you have not received it, please contact Customer Service for assistance.

An item is missing from my shipment.

If your order arrived only partially complete, it is possible that inventory was no longer available on the item(s) you selected. You should have received an email notification or phone call from Customer Service informing you of your order status. Please contact Customer Service for any further questions or assistance.

What about backorders?

CaroleHochman.com does not accept backorders.



Gift Certificates & Special Promotions

 

How do I buy a gift certificate?

To purchase a gift certificate, click here.

How do I redeem a gift certificate?

Simply enter your gift certificate code in the GIFT CERTIFICATE prompt box in your Shopping Bag and click APPLY. The amount of your certificate will then be applied to your current order total.

How do I redeem a coupon?

After adding items to your Shopping Bag, click the SHOPPING BAG link at the top of the site. Then, click the CHECKOUT button to view your Shopping Bag. At the bottom of the Shopping Bag page, you’ll see a box where you may enter your coupon code. Only one discount code applied per transaction will be permitted, unless otherwise specified. Click APPLY and the applicable discount will be deducted from your order total.



Payment Options & Charges

 

What are my payment choices?

CaroleHochman.com accepts Visa, Mastercard, Discover, American Express, PayPal, and Amazon Payments.

PayPal:

Click on the PayPal icon during CHECKOUT and log in using your PayPal username and password. Once you have signed in, select your preferred payment method and continue with the checkout process. CaroleHochman.com does not have access to any information stored in your PayPal account. If you have any further questions about using this payment method, please click here.

Amazon Payments:

Click on the Amazon Payments icon during CHECKOUT and log in using your Amazon account username and password. Once you have signed in, you will be able to use the credit card and shipping information stored in your Amazon account on CaroleHochman.com. CaroleHochman.com does not have access to any information stored in your Amazon account. Your qualified purchases are covered by Amazon’s A-to-z Guarantee.

Do I have to pay sales tax?

Items sold and shipped to locations both inside and outside the US, may be subject to tax and collected automatically if applicable.

I have a question on my charges.

Click the MY ACCOUNT link at the top right-hand side of our site to review your orders. Here you may compare your order history on our website with your financial records. If you have any further questions or concerns regarding the issue, please contact Customer Service for assistance.

I need a copy of my receipt/invoice.

Click the MY ACCOUNT link at the top right-hand side of our site where you will be prompted to enter your email and password. Here you are able to review your past and pending orders. Click PRINT INVOICES and then locate the order for which you need to print a receipt and/or invoice. Select the order and then select NEED TO PRINT AN INVOICE? Your invoice will then pop up in a second window from which you can print.

When will my charge appear on my credit card?

Your charge will appear on your credit statement at the time the order ships, usually within a few days of placing your order. You can further monitor the status of your charge by logging into your CaroleHochman.com account, locating the order for which you are inquiring, and check its current status.

How will I be reimbursed for a return?

Refunds for items returned within 30 days of the purchase date will be credited in the same form as the original payment type. Credits take approximately 7-10 days from the time we receive your item(s). Refunds for items returned more than 30 days after the purchase date will be in the form of a merchandise credit redeemable with your next purchase. Review our Return Policy section above for more details.



Size Chart & Fit Guide


Click to see size charts:

Carole Hochman Signature


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Retail Stores


Carole Hochman Sleepwear can be found at the following retail stores, as well as select specialty stores across the country.

Carole Hochman Signature

Dillards.com
HerRoom.com
Von Maur



Carole Hochman Policies

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security. The security of the information regarding your purchase is very important to us. We guarantee that your transactions are secure when you place an order through carolehochman.com. In the unlikely event of any issues with your credit card transaction, you will have no liability for any charges relating to that transaction.


Privacy Policy / Terms and Conditions

We value your privacy. Click here to view our Privacy Policy / Terms and Conditions for complete details on how we use the information we collect.