See what steps we're taking to respond to COVID-19.
An Update from Nordstrom
March 25, 2020
To our entire Nordstrom community,
We hope you are staying well during this time of uncertainty. Today, we updated our employees on the steps we're taking and the tough decisions we've had to make in light of COVID-19 impacts. We want to share those details with you as well.
We appreciate your continued loyalty as we all work together to make it through this difficult time.
Erik & Pete Nordstrom
We hope you and your families are all staying well. Many of you have expressed concerns about what COVID-19 means for our business and how that will impact you.
During this time of great uncertainty, we're making decisions to best position Nordstrom for our employees, customers and communities. We have a responsibility to protect the health of our people, while also preserving our long-term ability to offer jobs and benefits to all of you. This bears repeating, because the decisions we make are with that in mind.
We are proactively taking steps to strengthen our financial position for the long term to help us navigate through this challenging time. We announced Monday to our shareholders that we're suspending quarterly cash dividends and share repurchases. As a company, we have also suspended hiring, and we're targeting further reductions of more than $500 million in operating expenses, capital expenditures and working capital. This includes ongoing efforts to realign inventory to sales trends.
To do our part to help slow the spread of the virus, we will continue to keep all our U.S. and Canada stores closed beyond the original two-week period we announced on March 16 and will extend for at least another week, through April 5. It's clear the situation is evolving and at this time we don't know for certain how long our stores will be closed. Our distribution and fulfillment centers, as well as a small team of store fulfillment, will remain open where permitted by local authorities to help us continue serving customers online and through our apps. We appreciate their commitment to serving customers and we are grateful to these employees for their dedication.
There's no doubt we're facing a challenging and unprecedented situation that could be potentially devastating to our industry. Nordstrom is also affected by the realities of today's environment. We're in the business of selling, and our stores, which are nearly 70 percent of our business, are a critical part of that. With stores closed, our online business has become our only method of serving customers.
We are taking action to respond to the challenges we are facing today, while also working to prepare for what the future may hold. The decisions we make will impact our employees, customers, shareholders, brand partners, suppliers and our business. The gravity of that responsibility is very real to us, which is why we are being thorough and deliberate with every decision we make.
Since March 17, we've provided ongoing pay and benefits to all Nordstrom store employees impacted by our temporary store closures. We're able to offer our store employees an additional week of pay through April 5, as well as benefits through April 30.
During this time while our stores are closed, we require a smaller workforce to execute on the critical activities of our business. As a result, we've decided to furlough a portion of our corporate employee base for six weeks starting April 5. Our impacted corporate employees who are currently enrolled in our benefits program will continue to receive full benefits.
Our Executive Leadership Group will continue to work through this crisis to support the company and will forgo a part of their salary from April through September. Both of us are declining our salaries from April through September. Similarly, all board members will forgo their cash compensation for a six-month period.
We realize the significance of this for you and the hardship it will cause for many. This is the most difficult decision we've made in our company's long history, because it impacts the people who matter most—you. This incredibly tough decision enables us to continue providing much-needed benefits, including health care, to our people. It means that when life goes back to normal, as we know it eventually will, we can keep providing consistent employment and pay to tens of thousands of people.
We are living in very difficult times and there are many unknowns. What we do know is we have been around for 119 years. Our company has survived wars, a depression, several recessions and natural disasters. The strength of our culture and the loyalty of our customers are what have sustained us through tough times. We can't predict what's next, but you have our commitment that we are here to support you and we will get through this.
Erik & Pete
Steps we're taking for you:
In total, three weeks of pay continuation for our store employees while stores are closed
Health & Welfare benefits continuation for enrolled employees through April
A bank of five additional days of paid time off for our FC/DC teams while these facilities are still open—and up to 10 days of pay if the facilities close
Free telemedicine, no copay for COVID-19 testing, 100% pay for any short-term disability with COVID-19 diagnosis
A shift premium of $2 per hour while our FC/DCs work during this crisis (March 29-May 9)
Frequently Asked Questions
Can I still shop online?
Yes! Nordstrom.com and the Nordstrom app are available and ready to help you find what you need during this time. As always, we offer free shipping for online orders.
Can I pick up my online order?
We've temporarily paused store and curbside pickup. If you have an in-store or curbside pickup order already in progress, we will contact you to coordinate shipping your order directly to you.
Why is my shipment delayed?
We appreciate your patience with the shipping delays. Due to increased order volume and the impact of COVID-19, it may take longer than usual for your order to arrive. We are working to get orders out to you as quickly as possible. Keep an eye on your email for all order updates. We'll send an email to you as items in your order ship, or if there are updates on the status of your order.
Where's my order? Why isn't there a tracking number yet?
We appreciate your patience. We are working to get orders out to you as quickly as possible.
Tracking numbers for your order shipments become available once our carrier partners pick up the packages for delivery. We'll send an email to you as items in your order ship, and this will contain a link to the most up-to-date tracking information for your order. You can also check your order status to get the latest shipping and tracking info.
Can I delay my shipment?
Once your order is placed, we start working on it right away. At this time, we are unable to delay or hold shipments.
How do I cancel my order?
Unfortunately, we're unable to change or cancel an order after you've placed it. If you decide not to keep your items, you can always return them by mail or in store at a later date. Currently, we're only accepting returns by mail using our prepaid shipping label. Nordstrom returns are always free. If we have to cancel your order for inventory or other reasons, we'll notify you as soon as possible. Your credit card will not be charged if we are unable to fulfill and/or cancel your order for any reason.
What is your return policy?
Nordstrom does not have a set time frame for returns. We handle returns on a case-by-case basis with the ultimate objective of making our customers happy. We stand behind our goods and services and want customers to be satisfied with them. We'll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably. If you do return items, we'll apply the refund to the tender they were purchased with. If no record of sale is available and we choose to provide a refund, your personal identification will be required to process the return, and the return will be provided at current price on a Nordstrom Gift Card. Please visit Nordstrom Rack, HauteLook and Trunk Club to learn about their return requirements.
How do I return my items if stores are closed?
You can return items purchased in store or online by mail, or to any Nordstrom store when they reopen. Nordstrom does not have a set time frame for returns.
Start your return online and print a prepaid shipping label.
Due to increased volume and the impact of COVID-19, it may take longer than our usual 14 business days to process your return.
How do I return my items ordered online?
Return your items by mail using the prepaid shipping label included in your shipment. Include the invoice with your items, place the prepaid shipping label on the outside of the box and take your package to the nearest USPS drop-off location.
If you do not have an invoice or return label, you can start the return process online and print a prepaid shipping label.
Due to increased volume and the impact of COVID-19, it may take longer than our usual 14 business days to process your return and refund.
What is Nordstrom doing to help store employees?
During this time of great uncertainty, we're making decisions to best position Nordstrom for our employees, customers and communities. We're providing three weeks of pay to store employees who are unable to come into work as a result of the temporary store closure. We're also providing them with benefits through April, along with other resources they may need. Where possible, we're enabling employees to sell to customers remotely using our digital styling tools.
Are fulfillment and distribution centers still open?
Our distribution and fulfillment centers, as well as small teams of in-store fulfillment, remain open where permitted by local governments. This enables us to continue serving customers online and through our apps. We appreciate their commitment to serving customers and are grateful for their dedication. We're continuing to pay close attention to all local regulations and will take steps to remain in alignment with those, including closing facilities where needed.
What is being done to protect fulfillment and distribution center employees and those fulfilling orders in your stores?
The health of our employees is a priority, and we take seriously the responsibility we have to create a safe work environment. We've put additional precautions in place, including additional cleaning, adjustments to allow for social distancing between employees and resources to help them stay healthy. If employees feel unwell, we are directing them to stay home and have implemented quarantining where appropriate. Given these steps, and guidance provided by local and national health experts, we feel confident our facilities continue to be safe workplaces for our people.
What is Nordstrom doing to respond to COVID-19?
To help do our part to slow the spread, we have temporarily closed our stores. We've directed many employees to work from home if they're able and have paused all business travel. We're implementing increased cleaning and reminding our employees how to stay healthy. Where needed, we're directing employees to quarantine.
Are price adjustments available for items purchased online?
If we (or a selected competitor) mark down the price of an item you've already purchased, we will gladly adjust the sale price at your request within 14 days of your shipment date. See price adjustment details.
Are price adjustments available for items purchased in stores?
We completely understand wanting to take advantage of the best deal possible. For items purchased at our stores, we recommend contacting your store once it reopens. The decision on the adjustment will be considered and taken care of at that time.
What should I do if I had alterations being completed?
We are sorry we missed contacting you before our stores closed. We made every attempt to call customers with completed alterations. At this time, you will need to wait until our stores reopen. We apologize for the inconvenience.
I usually make my credit card payment in the store. How can I make my payment now since stores are closed?
You can make a payment by signing in to Nordstromcard.com, texting "Hi Nordstrom" to 85224 (message and data rates may apply), or calling the number on the back of your card.
I'm struggling to make my credit card payment. Do you offer any "grace period"?
We have support in place for qualified cardmembers who are experiencing hardship related to COVID-19. Please call the number on the back of your card so we can help you with available options.
How will I know when stores reopen?
We are closely following announcements and updates around COVID-19, including direction from local authorities. We'll be sure to communicate information on our website. You can also subscribe to our emails for updates. When stores are reopened, we suggest calling the store before planning your next visit. All phone messaging will be updated with store-opening details.
What is Nordstrom doing to give back?
In the wake of the global outbreak of COVID-19, we've teamed up with one of our partners, Kaas Tailored, to have members of our Alterations teams in Washington, Oregon, Texas and California sew more than 100,000 masks that will be distributed to health care workers in the Providence Health system. Learn how to join the cause and contribute your efforts. Nordstrom continues to support our trusted partner organizations, including the Seattle Foundation, YouthCare and Hetrick-Martin Institute (HMI), in their COVID-19 relief efforts.
Additionally, Nordstrom donates 1% of Gift Card sales to support community grants and programs that provide basic necessities for kids and families, which includes access to health care, housing, food and education.
If you have any other concerns or questions not answered here, don't hesitate to call us. Please note that our call centers are experiencing a high volume of customer calls, and wait times may be longer than usual.