HOW WE'RE TAKING CARE

Our Response to COVID-19

For updates on health and safety in our fulfillment centers and stores, your order status, returns and more:

SEE our Frequently Asked Questions

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 re-open our Athleta, Banana Republic, Gap, Old Navy, Janie and Jack, and Intermix stores.

Things are changing daily, but one thing that won’t? Our commitment to the safety and comfort of our teams and customers. We’re closely following official COVID-19 recommendations of the WHO and CDC, as well as local government decisions. Note that, to comply with local mandates, some stores may require customers to wear masks inside the store.

Taking care takes time so please be patient with us as we navigate new ways of working. Learn more about the steps we're taking to help keep our teams and customers safe, including a message from our CEO, Sonia Syngal.

SAFETY MEASURES

Our Employees Will

Wear masks
Practice physical distancing
Wash and sanitize hands frequently

Our Stores Will Have

Health guards at checkouts
Increased cleaning and sanitization efforts
Physical distancing guides in store

LATEST GAP INC. NEWS

Gap Inc. Steps Up Production of Face Masks While Giving Back

May 8, 2020
As communities around the world make moves to reemerge and reopen amid the coronavirus pandemic, one thing is certain; wearing face masks will become the new normal. 
Learn more

Gap Inc. Outlines Strategic Plan for Store Re-Openings, Including Health and Safety Measures

May 6, 2020
As Gap Inc. prepares to reopen stores, our top priority remains the health and safety of our employees, customers and communities.
Learn more

Supporting our Communities Impacted by COVID-19

March 27, 2020
Gap Foundation will be donating over $1 million to local, state, national and international non-profit organizations. 
Learn more

 

FREQUENTLY ASKED QUESTIONS

Updated May 21, 2020

Our Customers

What’s Gap Inc. doing to help keep customers safe in stores? 

We are ready to re-open 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 utilize contactless pay options during this time.  

Increased frequency of regularly scheduled cleanings and sanitization efforts 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 for customers to promote social/physical distancing while shopping in our stores. 

How are you handling returns? Can I return products in-store amid the coronavirus outbreak?

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. 

As we continue to reopen stores, the safety of our teams and customers remains our top priority.  We’re also adapting to the ever-changing pandemic and taking learnings from the first re-openings and will continue to make adjustments to our protocols to ensure we are helping to protect everyone, while continuing to deliver a great shopping experience. Given recent changes to CDC guidelines that COVID-19 is thought to spread mainly through close contact from person-to-person and does not spread easily in other ways, we are accepting returns in stores that have re-opened to the public.

Can I pick up online orders at your stores?

In select cities you can schedule a Curbside Pickup, in accordance with local government guidelines, and will see that option at check-out if it’s available to you. So far, we’ve launched Curbside Pickup in over 75 Old Navy 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 or from our app, and then pick them up at their local store (Orders made by 2 p.m. are ready in just 2 hours). We'll email when your order is ready, then our store teams will bring your order to your car for a contactless delivery.   

What does the Curbside Pickup service look like?

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 safe distance. 

Will you be asking customers to wear face coverings while in stores?

Based on updated CDC guidelines as well as some local and state mandates regarding the use of fabric masks for the general population, we’re encouraging customers to wear a face covering while shopping.  

Are you selling face masks in stores?

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 worked quickly to respond and are using our excess fabric and capacity in our factories to create reusable masks, with Banana Republic being the first in our family of brands to offer them (they sold out in under an hour), followed by Gap last week (also sold out in an hour!). Athleta has them available for sale online, and Old Navy and Janie and Jack will soon have them available as well.   

How can I find a reopened store?

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 and they can also check out our brand store locator pages below to see which stores have opened. Old NavyAthletaGapBanana RepublicJanie and Jack and Intermix 

Are your fitting rooms open?

In response to customer demand, we’re re-opening most of our fitting rooms and increasing regular cleaning.

Why are my shipments being delayed? 

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

How can I check the status of my order?

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

What happens if my Rewards expire?

We know your rewards matter to you — and you shouldn’t lose them because you’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 and June. The expiration window will extend by 3 months from the original date — this means: 

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 30th
Rewards expiring on June 30th will now expire September 30th

The original expiration dates will be found on your rewards certificate. As always, your rewards can be used at Athleta, Banana Republic, Gap, Old Navy and Hill City. If you have any questions, please call us at 1-833-244-5556. 

Our Team

What safety measures are you taking to protect teams in-store?

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 our 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 denoting 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.  

How are you keeping your distribution centers safe?

We have increased the frequency of regularly scheduled cleanings and sanitization efforts in our Distribution Centers. We’re recommending all employees to 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.  

How are you taking care of your teams?

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

What is Gap Inc. doing to give back?

Gap Inc. is helping 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) for frontline healthcare workers. We are also working on launching 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 underserved communities.   

Athleta is donating 100,000 non-medical masks to a major healthcare organization, in support of our heroes on the front line.  

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. 

man and woman standing on sidewalk

CONTACT US

Employees

To support our impacted employees, particularly our store teams, Gap Inc. has set up an Employee Resource Center, including unemployment resources, interviewing and resume tips and more. Learn more.

Media

Reach us at press@gap.com
Find the latest news about our brands on our Newsroom.
Find media assets on our Media Center. 

Customers

Customer Service: (877) 328-4538