What do I do if I did not receive a confirmation email?

We apologize if you did not receive a confirmation email. You may still track your package by clicking on Order Status/Track Order in the footer below, and typing your order number and email address. If you do not know your order number, please call 1-877-752-2387 (US customers) and a Customer Service Representative will be happy to assist you.

You can track your order in 2 ways:

For order status, please click on Order Status/Track Order in the footer below. For international order status, please click here.

The shipping confirmation email you receive after your order is shipped contains a tracking number. US customers can track packages at UPS here or USPS here.

Why was my order canceled?

To understand why orders are canceled, it's important to clarify the process that takes place when submitting an order on childrensplace.com, gymboree.com or sugarandjade.com.

After you checkout online, all of the backend verification occurs. Every order goes through a verification process, which usually takes about 24 business hours to complete. During this time, we confirm that all of your information is accurate. This includes (but isn't limited to) shipping, billing and payment information. We'll also place an authorization hold on your credit or debit card. If at any point our verification department runs into an issue verifying details, you'll receive an email informing you that your order was canceled. You’ll have the chance to make corrections and submit a new order.

NOTE: Canceled orders cannot be reinstated.

Why exactly was my order canceled?

Because our verification systems are working incredibly fast to get orders processed, the exact reason an order was canceled may not be evident in your email. Here are some of the most common issues you can use to help verify information before resubmitting your order.

Incorrect shipping information – Please confirm that you entered a valid address. Then confirm that your address doesn’t have misspellings or missing numbers. Also double check any apartment or suite numbers. If you are shipping internationally, you’ll need to change your ‘Ship To’ preferences (on the homepage) before placing your order. For example, you can’t ship internationally if you are shopping on childrensplace.com, gymboree.com or sugarandjade.com with the US selected as your ‘Ship To’ country.
Incorrect billing information – Have you recently moved or changed your billing address? For an order to process properly, your billing information must match the address your bank has on file for that particular credit card. Please confirm that your information is accurate. When billing info isn’t correctly entered, we aren’t able to re-process another authorization. Therefore, a new order must be placed with the correct information.
Order verification – To protect the security of our customers, we reserve the right to cancel any order that may not meet our order and verification requirements.

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