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Helping All of Us to Stay Safe

Our Response to COVID-19

You put your trust in us, and we take that seriously.

For us, the health and safety of our employees, customers, and communities is our top priority. Our teams have been hard at work implementing enhanced safety measures as we prepare to reopen our Athleta, Banana Republic, Gap, Old Navy, Janie and Jack, and Intermix stores.

Learn more about the steps we're taking to help keep our teams and customers safe, including a message from our CEO, Sonia Syngal.

Frequently Asked Questions

Updated May 5th, 2020

Our Customers

Some customers may experience shipping delays as Gap Inc. is taking extra precautions in our fulfillment centers to help keep our teams safe. Thank you for understanding.

Customers can check their order status here and will receive a confirmation email with a tracking link once the order has shipped. If the order is processing, we are working on it and will ship it as quickly as we can.

Additional Information:

  • Free Shipping is available on all purchases of $25 or more at Old Navy, Gap, Gap Factory, Banana Republic, Banana Republic Factory, Athleta, and Hill City.
  • Credit cards are authorized for purchase prices after checkout but the card will not be charged until the order ships.

Athleta and Hill City purchases can always be returned at any time. Gap, Gap Factory, Banana Republic, BR Factory, and Old Navy purchases made between January 1 and April 30, 2020, have an extended return window through July 1, 2020. Purchases made on or after May 1, 2020 adhere to our regular return policies.

For customers looking to return an item in a store once we reopen, our stores will follow health and safety measures put in place to help protect our employees and customers and will hold merchandise for 24 hours once it is returned.

In-store purchases: Purchases made in store can only be returned in store and cannot be accepted by mail. Please hold on to items until stores reopen.

Online purchases: Purchases made online can be returned in store or by mail. Customers can generate a mailing label and track the status of their return using the link in their return confirmation email. Due to new safety and cleaning procedures, we may experience delays in processing returns. Once received, processing time for credits on returns may take up to 30 days.

We know Rewards matter — and customers shouldn’t lose them because they’re doing the smart thing by staying home and staying healthy. That’s why we’re extending the expiration date of any Rewards that were set to expire in March, April, May or June. The expiration window will extend by 3 months from the original date:

  • Rewards expiring on March 31st will now expire June 30th
  • Rewards expiring on April 30th will now expire July 31st
  • Rewards expiring on May 31st will now expire August 31st
  • Rewards expiring on June 30th will now expire September 30th

The original expiration dates are found on Rewards certificates. As always, Rewards can be used at Athleta, Banana Republic, Gap, Old Navy, and Hill City.

Please call us with any questions at 1-833-244-5556.

We are preparing to reopen up to 800 of our Old Navy, Athleta, Gap, Banana Republic, Janie and Jack, and Intermix stores before the end of the May. We’re starting with a small selection of locations in Texas the weekend of May 9th. Our top priority remains the health and safety of our employees, customers, and communities.

Keeping Our Team and You Safe
Things are changing day to day. One thing that never will? Our commitment to the safety and comfort of our teams and our customers (that's you).

We’re ready to reopen stores as soon as it is safe to do so, and we are actively engaged in the safety needs of our employees, customers, and communities. Here’s how we’re taking care of our customers:

Health Guards at checkout — We’re encouraging a limited contact checkout process for our customers with plexiglass Health Guard shields and encouraging customers to use contactless pay options.

Increased frequency of regularly scheduled cleanings and sanitization — In accordance with CDC guidelines, we’ve added sanitization stations in-store and at front doors.

Social distancing guides in-store — We’ve added in-store signage and cues to promote social/physical distancing while shopping in our stores.

In select cities customers can schedule a Curbside Pickup, in accordance with local government guidelines. They will see the Curbside Pickup option when they add to cart if it’s available. So far, we’ve launched Curbside Pickup in over 75 Old Navy, Banana Republic, and Athleta stores in Georgia and Texas to create a safe and convenient shopping experience for our customers in the area. Customers in these areas have the ability to order items online, and then pick them up at their local store (Orders made by 2 p.m. are ready for same-day pickup.). We'll email when the order is ready, then our store teams will bring the order to the customer’s car for a contactless delivery.

Customers can place orders anytime for limited contact Curbside Pickup in select Old Navy, Athleta, and Banana Republic stores in Texas and Georgia.

When shopping on our website, customers can add merchandise to their carts and select Curbside Pickup as an option. Orders made by 2 p.m. are ready in just 2 hours.

When a customer’s order is ready, they will receive an email notification letting them know to head to the store. Customers will need to have their photo ID and email confirmation handy so that store teams can confirm upon arrival through a closed car window.

Once the customer arrives at the store, they will need to call the store number provided in the confirmation email and park in a place that is safe for both the customers and the store associate. Next, all they need to do is pop their trunk, and our store teams will load orders into customers’ cars at a social distance.

We’re encouraging customers to wear a face covering while shopping. We’ll continue to follow updated CDC guidelines as well as local and state mandates regarding the use of fabric masks for the general population.

With updated CDC guidelines that recommend the use of a fabric mask for the general population, we know our customers and communities need solutions. Our brands are using excess fabric and capacity in our factories to create reusable masks. Banana Republic, Gap, and Athleta have made masks available for sale online. Old Navy and Janie and Jack will have them available soon.

We’re excited to welcome our employees, customers, and communities back to our stores as soon as it’s safe. Customers will be notified via email if a store in their area has opened. They can also check out our brand store locator pages below to see which stores have opened: Old Navy, Athleta, Gap, Gap Factory, Banana Republic and Banana Republic Factory.

Our top priority is the safety of our teams and customers. We’re currently keeping most fitting rooms closed; however, customers will still be able to return unwanted items, per our brands’ return policies.

Our Team

Gap Inc.’s number one priority is the safety and well-being of our teams, customers, and communities. Here’s how we’re taking care of our employees as we welcome them back to our stores:

Masks for Team Members — We will provide all associates with masks to wear during their shifts to protect each other and our customers. We will strongly encourage our customers to do the same.

Practice social / physical distancing — We will have visual cues to guide proper distancing and will safely space active registers for customer checkout.

Conduct frequent handwashing/ hand sanitizing — We are committed to promoting sanitization practices and implementing associate health screenings, because the health and safety of our stores is our number one priority. Sanitation stations have been added in-store and at front doors.

We have increased the frequency of regularly scheduled cleanings and sanitization efforts in our Distribution Centers. We’re recommending all employees take precautionary health measures, including frequent handwashing, social distancing, staying home when sick, and pausing all non-essential work travel. We are also providing masks to employees and have implemented temperature checks in all of our North American distribution centers.

Our priority is to welcome back our furloughed employees and offer them shifts as we begin to reopen stores. However, if we are unable to fill shifts by reactivating furloughed employees, then we will open hiring to the public.

Our Community

Gap Inc. is working to get masks to those who need them most, including leveraging its expansive supply chain to connect hospital networks with millions of critical PPE (personal protective equipment), including N95 masks, for frontline healthcare workers.

We’ve also launched the sale of masks for consumers with special donation components benefiting various charity organizations:

  • Old Navy and Gap brand are each donating 50,000 reusable masks to Boys and Girls Clubs of America, which has many Clubhouses still open and operational as a safe place for kids and families in under-served communities.
  • Athleta is donating 100,000 non-medical masks to a major healthcare organization, in support of our heroes on the front lines.
  • Banana Republic will donate $10 of every mask sold to Feeding America®’s COVID-19 Response Fund, with a minimum donation of $20,000.
  • We will also have reusable fabric masks available for customers, including in fun fashions and prints to bring a bit of joy to this new normal.

To learn more about how we’re giving back to communities, you can read about our effort here.

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