Why can I not add an item to my bag?
Before you add an item to your bag, make sure that the color, size and style are all chosen.
If any of those possible choices are not selected, you will not be able to add the item to your bag.
How can I check my order status?
You will receive an email notification when we process your order. If you have an account with us, you can also visit our order history page to check your status or see tracking information at any time.
When will I be charged for my order?
Your card will be charged when we ship your order. For special-order or customized items, you will be charged after your order is produced and shipped. When your card is charged, you will receive an email notice.
I’m looking for an item that I saw in the store but can’t find on your site.
We strive to have all of our inventory online, however sometimes an item may not be available on the website, but we’re happy to take a phone order for it! Call us at 800-624-4236 option 3 to place an order.
Can I use my member discount on my online order?
In order to receive your Member Discount your current email address needs to be linked to your member status in our database. If you know you are a member but the discount does not apply once you sign in to your account; Enter LOOKMEUP (all one word) in the discount/coupon code field and click APPLY. You will see your discounts applied.
My item is on backorder, when will I receive it?
Backordered items are items that are out of stock temporarily. Typically, these can ship out anywhere from 1-3 weeks. We try to locate fill your order from one of our store locations, or we’ll wait until the re-order arrives. Your payment will not be charged until your item is in stock and ready to ship. If you need your backorder more quickly, we’re happy to provide some recommendations for similar products we can ship right away.
How do I cancel or change my order?
Contact us immediately by Live Chat or by calling 1 (800) 624-4236 option 3 for assistance. If your order has not yet shipped, we will try our hardest to update it before it does. If your order has already shipped, you can ship it back to us for a return or exchange. See the full process at our returns page.
Do you offer in-store pick-up?
At this time, we offer store pick-up at our Nassau Street store (114-116 Nassau St. Princeton NJ, 08842. All Dorm orders for incoming students are picked up at our University Place Campus Store (36 University Place, Princeton NJ 08540)
Why was I charged sales tax?
We are located in Princeton, New Jersey. If your order is shipping to New Jersey, you will be charged sales tax. Orders shipping out of state will not be charged sales tax.
I received my order, but one of the items is damaged or defective.
Contact us immediately. We’ll correct it right away.
Can I place an order if I live outside the US?
Yes. The Princeton University Store ships international orders through UPS Worldwide Expedited. The Shipping cost will be available through the Shipping Cost Estimator on the shopping bag page and on the checkout page. Please note that The Princeton University Store is not responsible for any Duty, VAT or additional taxes that may be charged after the sale. These additional charges may be charged when you pick up the item at customs or during delivery. It is the sole responsibility of the international customer to check local regulations when buying exported goods. These fees are NOT INCLUDED in any product or shipping charges.
How much will it cost to ship my order?
The Princeton University Store ships all orders via UPS, and costs are based on weight and location. Shipping cost will be available through the Shipping Cost Estimator on the shopping bag page and on the checkout page. Please provide us with a street address for shipping. (UPS does not ship to PO Box addresses.) For orders shipping in the continental US/Alaska/Hawaii We offer the following shipping options: 1. UPS Ground 2. UPS 2nd Day Air 3. UPS Next Day Air Members receive FREE SHIPPING on Ground orders shipped within The United States.
I am placing an order for a University Department, when will the discount be applied?
When placing an order online for any Princeton University Department using a University issued credit card - please include "University Department Order" in the comments field. Once we receive the order we will apply the 20% discount and tax exempt status manually to the order. If you also need the order to be delivered, please add "For Delivery" to the comments field and choose "In Store Pickup" as your shipping method. There is no charge for us to deliver your order to you on campus.
Will my diploma, or certificate, fit the frames on your web-site?
Yes, the diploma and certificate frames have the correct dimensions to accommodate your degree or certificate. If you are ordering a diploma frame, simply click the style that you like. After you have selected the style, choose the degree that the diploma is for. If you are ordering a certificate frame, select the orientation of the certificate - vertical or horizontal. After you have selected the orientation, choose the style that you like.
How quickly will my order arrive?
We try to ship orders out within 24 hours of receiving them. During peak times, our turn-around time might be slightly longer. Use our shipping page to determine how quickly UPS will deliver your order to you. In general, most orders shipping to the Tri-State area will arrive in a day or two. If you need your order by a specific deadline, feel free to call us or Live Chat with us for assistance.
Do you ship to PO Boxes?
We do ship to PO Boxes via USPS. We recommend shipping to a physical address wherever possible.
Do you ship out orders signature required?
No, we do not require signatures for our packages. UPS, however, may require a signature for your item if they do not feel comfortable leaving it on your doorstep.
Help! UPS lost my package!
We’re here to help! If you cannot locate your order and UPS says it’s delivered, or if it’s been stuck in transit for a long time, contact us for assistance and we’ll take care of the issue right away.
How do I return my order?
Please fill out the return/exchange form included with your order and mail back to us. Please use a trackable shipping method. If you do not have the return/exchange form download here. For full procedures, visit our Returns page.
How long will an exchange take?
Typically, traditional exchanges will take about 2-3 weeks for the replacement item to reach you.
I need to exchange my order, but I need the new item very soon.
Our Quick Exchange process is perfect for that. Call us to place a new order for the replacement item (we’ll give you free shipping), and then ship the original item back to us for a straight refund.
I received my item as a gift, can I exchange it?
Yes, you can exchange it at our Nassau Street store or by shipping it back to us. We’ll issue any refunds back to a gift card instead of the original payment.