Frequently Asked Questions

Q: When will my order be processed?
All orders are processed Monday - Friday before 11am EST, excluding holidays. Any orders placed on Friday after 10am, Saturday or Sunday will be processed the following business day.

Q: Do you ship internationally?
A: At this time we do not offer international shipping. We do appreciate your interest in shopping with Russell's.

Q: When will I get my order if I choose 3 Day Select shipping?
A: When choosing 3 Day Select shipping, this means 3 Business Days (according to UPS). Please keep in mind that choosing 3 Day Select on a Thursday or Friday will result in your order being delivered as late as Wednesday of the following week.

Q: What does "Pending Shipment" mean?
A: "Pending Shipment" usually means that your item(s) are being shipped directly from the manufacturer. This process can take up to 3 - 5 business days. As soon as we receive tracking information from them we will promptly update your order. Once your order is updated you will receive an email with your tracking information.

Q: I did not receive my order confirmation email?
A: Often times our emails can get lost in our customers spam folders. If you find our email in your spam please be sure to add us to your list of approved email recipients.

Q: Where is my order?
A: You can check the status of your order by logging into your Russell's account here. If you have not created an account with us yet please go to our order status page here.

Q: When will I receive tracking information?
A: As soon as your item(s) ship you will receive an automated email from us including your tracking information. We process orders Monday - Friday before 11am EST, excluding holidays. Any orders placed on Friday after 10am, Saturday or Sunday will be processed the following business day. If your item is still in "Pending Shipment" status that usually means that your item(s) are being shipped directly from the manufacturer. This process can take up to 3 - 5 business days. As soon as we receive tracking information from them we will promptly update your order. Once your order is updated you will receive an email with your tracking information.

Q: Why can't I find my order in my online account?
A: If your account was created after your order was placed your order will not be associated with your account. You can always visit our order status page here to track your order.

Q: How do I cancel my order?
A: Once an order is submitted on the website it immediately goes into processing. During this time there is a small window where an order can be cancelled. To see if your order can be cancelled we recommend that you immediately reach out to our Customer Care department at (813) 600 -5715 or email info@russells.com. If we are not able to cancel your order you can return it to us for a refund (except shipping charges). Refer to our return policy for additional information.

Q: How do I return my purchase?
A: Please refer to our Return & Exchange policy here

Q: Why is my refund not showing in my account?
A: Russell's processes returns within 3 business days of receipt by our Returns Department. When the return is processed, the customer is immediately credited and notified via email. Please be aware that some financial institutions are slower to report the refund on your credit or debit card and this could take up to 7 business days to process.

Q: How do I check my Gift Card Balance?
A: You can check the balance of your gift card here.

Q: Can I buy a gift card online or by phone?
A: Yes! We offer physical gift cards for purchase online, by phone and in any of our retail locations. If purchased online, a physical gift card will be sent out the following business day via the mailing address provided at checkout. The card is sent from our corporate offices in Tampa, FL. Please allow for transit times based on your location. If you have any questions, please contact us at info@russells.com.

Q: Do you have a catalog?
A: We do not offer a physical catalog, however, we consider our website a digital version of a printed catalog.