HOW WE'RE TAKING CARE

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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 continue 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

Gap Inc Safety Video

Our Stores Will Have

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

 

Our Employees Will

Wear masks
Practice physical distancing
Wash and sanitize hands frequently

 

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 June 7, 2020

Our Customers

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

We  are re-opening stores as  soon as  is safe to do so,  and 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. 

For extra protection, we are temporarily closing restrooms. 

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

Given 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. 

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.  

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

Athleta purchases can always be returned at any time. Gap, Gap Factory, Banana Republic, BR Factory, Janie and Jack 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 Hill City, as of June 18th, 2020, items purchased on or after this date can be returned within 30 days. For purchases made on June 17th, 2020, or before, items can be returned at any time before January 15th, 2021. 

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. 

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 customers for understanding and have been working hard to get caught up with demand. 

How can I check the status of my order?

You can check your order status for most of our brands on your order confirmation page. Janie and Jack orders can also be tracked online. You'll 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. 

Can I pick up online orders at your stores?

In select cities you can schedule a safe and convenient shopping experience with Curbside Pickup. You will see this option at check-out if it’s available to you and have the ability to order items online or from our app, and then pick them up at your 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 with contactless delivery. 

What does the Curbside Pickup service look like?

Customers can place orders anytime for contactless Curbside Pickup in select stores between 10 a.m. and 4 p.m. daily through this process. 

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.

Are you selling face masks in stores?

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.  Our brands have responded to  the  demand from consumers by producing masks for everyday use, available online and in select stores while supplies last. 

Here are some  details of the first masks being offered online and in-store by the  Gap Inc. family of brands.  

How can I find a reopened store?

We’re excited to welcome our employees, customers and communities back into our stores. 

To find out if a store near you is open, please check out our store locator for each brand: 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.

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?

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

  • 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 teams and customers are our top priorities. 
  • Advising employees not to come to work if they are ill and requiring all employees to do a health check at the start of each shift.
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?

We have welcomed tens of thousands of our employees back to work. Our priority remains welcoming back our furloughed employees and offer them shifts as we reopen more stores. However, if we are unable to fill shifts by reactivating furloughed employees, then we will open hiring for new team members.


Our Community

What is Gap Inc. doing to give back?

Gap Inc. helped 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. 

Old Navy and Banana Republic donated over $50 million of new clothing to American families in need via Old Navy and to help underprivileged back to work via Banana Republic.  

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.  

Banana Republic has donated $10 for each mask that sold between April 23 and May 22, 2020 to Feeding America, amounting to a total of $220,000. 

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

Janie and Jack is donating $5 for every pair of masks purchased between 5/8-9/30 to Baby2Baby in addition to donating 1,000 non-medical masks.

We also have reusable, non-medical grade 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