Dear Afterpay Family,
This is a challenging and unprecedented time for all of us. We want you to know that we are doing everything we can to support you.
As you likely know, health orders in certain states have led to the temporary closing of some merchants’ fulfillment centers which is delaying delivery dates. Additionally, many physical stores are closed which is creating an overwhelming demand for shipped items, and a subsequent delay in delivery times.
Some of you may be experiencing financial challenges at this time and need to contact us for additional assistance. These factors have created a tremendous volume of calls into our customer service center.
If you have questions about the status of an order, please refer to the merchant’s website - as businesses are adjusting to this rapidly changing situation.
If you need financial assistance with your Afterpay account, please fill out our hardship form here. This will direct your request to the appropriate team members.
For other concerns, you may call or email our customer service. You can submit an email to us at any time by clicking the envelope.
If you would like to speak with a customer service team member, please reference our updated hours of operation:
|Line||Country||Number||Mon to Fri||Sat|
|Customer Service||USA (CST)||855 289 6014||09:00-17:00||09:00-17:00|
While this remains an uncertain time for us all, your support is inspiring. We are working hard to respond to your inquiries so that we can answer your questions. Please hang in there and we will get back to you as soon as possible.
As we continue to navigate the impacts of COVID-19, we want you to know that our focus is supporting our customers.
Due to current health orders in some states, several merchants have had to temporarily close distribution and fulfillment centers. While these merchant websites are able to accept your orders, the delivery of your orders may be delayed. You have the option to continue with your order and receive it at a later date, or cancel your purchase with the merchant.
Additionally, we understand that many merchants have temporarily closed stores or some fulfillment centers, which has resulted in delayed delivery and customer service response times.
If you have questions about your order status, please refer to the merchant website and supporting FAQ, as businesses are adjusting to this rapidly changing situation.
While this remains an uncertain time for us all, your support during these challenging times is inspiring.
Thank you for being a valued Afterpay customer.
Please stay safe and be well!