FAQ

How does the Superbox membership work?

The Old Navy Superbox is a quarterly subscription box for kids ages 5-12, delivered straight to your designated address. Each box is specially curated with 6 mix-and-match pieces based on your selected style preference. Simply sign up to create an account, answer a few questions about your kid and their style, and we’ll send you a subscription box every three months. Then keep what you like and send back the rest for a full refund on the returned items in accordance with our return policy. If you love everything and decide to keep all the items in your box (exchanges are okay), you will automatically receive $10 off your next box, see program terms for full offer details. You can postpone your next box, skip a box, or cancel the subscription anytime.

How much does it cost?

The Superbox is $69.99 (plus applicable taxes) charged approximately every 3 months, valued at over approximately $100, and contains 6 mix-and-match pieces all for the age selected. Shipping is free and there is no membership or styling fee. Keep the styles you like and send back the rest for a full refund on the returned items in accordance with our return policy. If you keep everything in this box (exchanges are okay), you will automatically receive $10 off your next box. Please see program terms for full offer details.

How often will I receive my Superbox?

Quarterly. For orders within the 50 states and D.C., the first box is expected to be received approximately 5-7 business days from the date you join (orders to U.S. territories should be received within approximately 14 business days from the date you join), and then approximately every 3 months after you receive your first box. That means you will receive 4 boxes every year, packed with seasonally relevant mix-and-match pieces.

Can I pospone, skip or cancel my Superbox anytime?

Old Navy Superbox is currently offered 4 times a year with flexibility to postpone your next box, skip a box, or cancel anytime by contacting us here. If you would like to make any changes, please contact us before the next box is shipped (approximately every 3 months after you receive your first box), and we will make best efforts to accommodate those changes. However, if the request comes once the next box is already in process for shipment, we may not be able to affect any changes. Please note that by postponing, skipping, or canceling your Superbox you will not receive a refund for previously paid subscription boxes, nor does canceling your subscription stop any pending charges, which were already charged to your account.

Can I use my Old Navy website login credentials for the subscription?

No, at this time we require Old Navy customers to create a new login username and password for the Old Navy Superbox subscription.

What type of clothes and styles should I expect?

We offer kids clothes in top sizes XS–XL and bottom sizes 5-14. Each box contains 6 pieces of seasonally-relevant apparel made to mix, match, and outfit.

Based on the style preferences you select in our quiz (classic, sporty, trendy, preppy, cool, or surprise me), we will select the apparel and accessories that match your choice. If you’re ready to sign up, take our quiz here.

  • “Classic” and “Preppy” feature Old Navy’s most iconic styles, from bold, bright stripes to the perfect jeans.
  • “Sporty” features Old Navy’s best activewear, from cool graphic tees and logo gear to sweat-wicking tech.
  • “Trendy” and “Cool” feature the latest “it” styles for the fashion-conscious crew.
  • “Surprise Me” allows us to select pieces for you if you can’t decide.

What are your kid sizes?

We offer industry standard sizing based on your kid’s age. Sizes are as follows:

Tops: XS, S, M, L, and XL

Bottoms: 5, 6, 7, 8, 10, 12, and 14

We currently do not offer Slim or Plus/Husky sizing in the Old Navy Superbox

Do you automatically update my kid’s size?

Unfortunately, we do not automatically update your kid’s size.

You can change your next box size and style anytime by logging into your membership account. If you would like to make any changes, please update your account before the next box is shipped (approximately every 3 months after you receive your first box), and we will make best efforts to accommodate those changes. However, if the request comes once the next box is already in process for shipment, we may not be able to affect any changes.

How does it work and how many boxes can I gift?

You may purchase a non-recurring subscription as a gift for another person. We offer non-recurring Gift Subscriptions consisting of 1 subscription box, 2 quarterly subscription boxes, or 3 quarterly subscription boxes. When purchasing a Gift Subscription, you will be asked to create an account in order to sign up and to provide certain account details for yourself as the purchaser and for the gift recipient.

What is the return and exchange policy for gifting?

Following receipt of a Gift Subscription box, the gift recipient may exchange the entire subscription box for a different size, style and/or gender, in accordance with the exchange procedure set forth below (see Returns & Exchanges). In addition, we also support exchange of individual items for a different size only.

However, at this time we do not accept returns of Gift Subscription boxes for a refund or credit

How does payment for the Gift Subscription model work?

At the time of purchase, unlike the recurring program subscription, your Designated Payment Method will be charged for the full amount of the Gift Subscription option purchased (e.g., for 1, 2 or 3 subscription boxes). Gift Subscription purchases cannot be canceled or postponed once the order is placed.

What is your return and exchange policy?

We provide a 21-day returns/exchange window from the time the box is delivered to your home to it being postmarked at the U.S. Postal Office. If the returned item has been postmarked after the 21st day, you are unfortunately no longer eligible for a refund. Just a quick reminder: if you keep everything in this box (exchanges are okay), you will automatically receive $10 off your next box! Please see program terms for full offer details.

How do I make a return?

Online returns only. Free shipping is available for unworn and unwashed items you would like to return. Use the return bag with the pre-paid shipping label included in the box. At this time, we do not accept in-store returns or returns of Gift Subscriptions.

Follow the steps below to process your free return:

  1. Complete the back side of the invoice identifying which items are being returned;
  2. Place the completed invoice along with the unworn and unwashed items in the pre-paid return bag. Additionally, fill out your name and address in the “From” portion of the shipping label and drop the bag off at any U.S. Postal Service location.

Once we have received the returned items, you will be credited the amount paid for the returned item(s) to the payment method used to make the purchase within approximately 2-3 business days.

Can I exchange for a different size, style or gender?

Absolutely! You can exchange the entire box for different size, style, and/or gender for both regular and Gift Subscriptions. In addition, we also support exchange of individual items for a different size only. Use the return bag with the pre-paid shipping label that is included in the box. At this time we do not accept in-store exchanges.

Follow the steps below to process your free exchange:

  1. Complete the back side of the invoice or gift receipt for exchanges indicating what size you would like to receive;
  2. Place the completed invoice or gift receipt along with the unworn and unwashed items in the pre-paid return bag. Additionally, fill out your name and address in the “From” portion of the shipping label and drop the bag off at any U.S. Postal Service location.

For items that are DEFECTIVE OR DAMAGED, please contact us and we will send you a replacement immediately.

Follow the steps below to process your free replacement:

  1. Contact us via phone, email or chat to inform us of the defective/damaged item;
  2. Then complete the back side of the invoice or gift receipt identifying the item that is damaged and place the damaged item as well as the completed returns form in the enclosed pre-paid returns bag. Additionally, fill out your name and address in the “From” portion of the shipping label and drop the bag off at any U.S. Postal Service location.

Can I change my preferences for style, size and/or gender?

Definitely! You can change your next box preferences for style, size and/or gender online through your account. If you would like to make any changes, please update your account before the next box is shipped (approximately every 3 months after you receive your first box), and we will make best efforts to accommodate those changes. However, if the request comes once the next box is already in process for shipment, we may not be able to affect any changes.

What form of payment do you accept?

We currently accept Visa (including Old Navy branded Visa cards*), Mastercard, American Express, and Discover. Check back soon to use Old Navy private label cards, Old Navy gift cards, and Old Navy reward points.

*While we welcome you to use the Old Navy Visa credit card, at this time you will not be able to accrue Old Navy reward points with such purchases.

Can I use my Old Navy private label credit card, gift cards and/or Old Navy rewards?

Currently, we do not support payment via Old Navy private label card (that can be used only in Old Navy stores), gift cards, and Old Navy rewards. Check back soon to use Old Navy private label credit card, gift cards, and Old Navy rewards.

How does payment for the regular subscription model work?

You will be charged $69.99 (plus applicable taxes) every quarter (approximately every 3 months) when your box is shipped. If you keep everything in this box (exchanges are okay), you will automatically receive $10 off your next box. Please see program terms for full offer details. You can postpone your next box, skip a box, or cancel your subscription any time before the next box is shipped (approximately every three months after you receive your first box) by contacting us here. Otherwise, the $69.99 recurring subscription fee (along with applicable taxes) will be charged to your payment card every 3 months going forward unless you cancel your subscription.

When will I be charged?

You will be charged when the subscription box ships.

Are there styling fees associated with this subscription?

We do not charge any styling fees.

Will I receive a full refund if I return everything?

You will receive a full refund for returning the entire subscription box in accordance with our return policy. We would appreciate your feedback through our customer satisfaction survey email.

Where do you ship?

We currently ship to all 50 states, D.C. and U.S. territories (excluding Puerto Rico), but unfortunately don’t ship to any military addresses and/or bases or internationally.

Do you charge for shipping?

We offer free shipping for both purchases and returns or exchanges.

When can I expect my first box?

You can expect your first box within approximately 5-7 business days from the time you place your order for shipments within the 50 states and D.C. (orders to U.S. territories should be received within approximately 14 business days from shipment).

When can I expect my box each quarter?

Approximately every 3 months after you receive your first box. We will send a shipment notification email once we have shipped the box. If you would like to make any changes, please update your account before the next box is shipped, and we will make best efforts to accommodate those changes. However, if the request comes once the next box is already in process for shipment, we may not be able to affect any changes.

What method of return shipping do you accept?

Every box contains a pre-paid return bag. Returns are processed using the U.S. Postal Service.

How can I reach you?

You can contact us by phone, email or chat from 8am – 8pm ET (excluding holidays).

Phone: 1-888-651-KIDS (5437)

Email: [email protected]

Chat

Let’s get started!

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