Customer Service Policy

At Five Below, we’re passionate about more than just delivering trendy, affordable finds (from $1 steals to exclusive picks above $5)—we’re committed to making every step of your shopping journey joyful and hassle-free. Our customer service team is here to support you with friendly, knowledgeable assistance, whether you’re hunting for the perfect product, tracking an order, or navigating a return. Below’s a clear breakdown of our service promise and how we’re here for you.

1. Our Core Service Mission

We align our customer service with the same values that define our brand: fun, value, and transparency. Our mission is to:
  • Deliver fast, actionable support tailored to your needs—no complicated hoops or jargon.
  • Ensure you feel heard and valued, whether you’re sharing feedback, asking a question, or resolving an issue.
  • Make shopping with Five Below stress-free, so you can focus on enjoying your affordable, trendy finds.

2. What We Can Help You With (All Shopping Needs Covered)

Our support spans every phase of your Five Below journey—from pre-purchase to post-delivery:

Pre-Purchase: Find Your Perfect Deal

  • Product guidance: “What size is this trendy tee?” “Is this toy safe for kids?” “Do you restock seasonal decor?”
  • Compatibility & details: Material info, care instructions, or availability of your favorite $1–$5 picks.
  • Order planning: Help with browsing categories, understanding free shipping (no minimum purchase), or checking stock for last-minute gifts.

During Purchase: Smooth Checkout & Order Help

  • Payment & checkout issues: Troubleshooting declined payments, gift card usage, or promo code questions (all transactions in USD).
  • Order adjustments: Updating shipping addresses (must request within 24 hours—we process orders in 1–3 business days) or modifying items before processing.
  • Stock inquiries: Checking restock timelines for out-of-stock items or suggesting similar trendy alternatives.

Post-Purchase: Keep the Fun Going

  • Order & shipping support: Tracking packages (6–12 day delivery after 1–3 business days processing), resolving delayed shipments, or reporting missing/damaged items.
  • Returns & refunds: Guiding you through our 60-day return policy, helping request a Return Authorization (RA) number, or checking refund status (processed within 5–10 days).
  • Product issues: Troubleshooting defective items, explaining care instructions, or arranging replacements for manufacturing defects.
  • Account help: Updating personal info, resetting passwords, or managing your Five Below account preferences.

3. How to Reach Us (Flexible Channels for Every Need)

We offer convenient ways to connect with us, so you can choose what works best for you:

Email Support (Our Most Responsive Channel)

  • Email: service@fivebelowdeals.com
  • Response Time: 1–2 business days for standard inquiries; 24 hours for urgent requests (mark subject line “URGENT” for issues like missing orders or defective products).
  • Pro Tip: Include your order number, product name (e.g., “Neon Fidget Toy” or “Trendy Graphic Hoodie”), and specific issue—we’ll skip redundant questions and get straight to solutions.

Self-Service Resources (24/7 Access)

Get answers anytime, no wait required:
  • Help Center: Visit fivebelowdeals.com/help for FAQs on shipping, returns, product care, and account management.
  • Order Tracker: Enter your order number and email on our website to check real-time shipment status.
  • Product Guides: Find sizing charts, care tips, and trending product info directly on product pages.

Formal Correspondence & Returns

  • Mailing Address: Five Below Customer Service, 32034 Mattson Street, Cookeville Tennessee 38501, United States
  • Use For: Sending returns (with RA number), written feedback, or legal inquiries (we respond to mailed requests within 5–7 business days).

4. How We Handle Your Inquiry (Fast, Fair, Friendly)

We streamline our process to resolve your needs efficiently:

1. General Inquiries (Product Questions, Order Updates)

  • Submit your question via email or the Help Center.
  • We assign it to a team member who specializes in Five Below’s products and services.
  • You’ll receive a personalized response with clear next steps—no vague “we’ll look into it” updates.

2. Product Issues or Defects

  • Step 1: Email us with your order number, photos of the issue (e.g., broken zipper, faulty electronics), and details of when it occurred.
  • Step 2: We review within 1 business day—if it’s a manufacturing defect, we’ll arrange a free replacement, issue a refund, or provide a solution of your choice.
  • Step 3: We follow up post-resolution to confirm you’re satisfied with the outcome.

3. Complaints or Escalations

  • If you’re unsatisfied with our service or a product, email us with “Complaint” in the subject line.
  • A senior customer service specialist reviews your issue within 24 hours and contacts you directly.
  • We resolve complaints within 3 business days (e.g., correcting a delayed refund, expediting a replacement) and follow up 5 days later to ensure your satisfaction.

5. Our Service Promises to You

We stand behind our customer service as fiercely as we stand behind our affordable, trendy products:
  • Friendly Expertise: Every team member knows our $1–$5 finds (and beyond!) inside out, so you get accurate, helpful answers.
  • Transparency: If we don’t have an immediate solution, we’ll tell you upfront and provide a clear timeline for resolution.
  • No Hidden Fees: We never charge for support—whether you’re asking a question, processing a return, or getting a replacement.
  • Privacy: We never share your personal, order, or contact information (e.g., email, shipping address) with third parties.
  • Flexibility: We adapt to your needs—whether extending return windows for unexpected delays or providing extra help for first-time shoppers.