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  • Who do I contact for help?

    Our Customer Service Team is supported from 7 am-7 pm CT; please chat with a representative for immediate assistance or you may also email us.
  • How do I change my username or password?

    To change any of your account information, go to My Account. Once there, just click on the information fields to make the changes you need.
  • What if I forget my password?

    Click "Login" on the upper right hand corner of the screen. Click on "Forgot Your Username/Password?" and you'll be prompted to enter your email address to receive a reminder of your user name. To reset your password, please enter your user name, click on "Continue to Security Questions", and provide the answers to your questions. Once complete click "Request Password Change" and we'll email you a link that will allow you to change your password.
  • How can I edit my shipping address?

    Shipping addresses can always be added, removed, and edited during checkout.


  • Accessibility

    Lexus is committed to accessibility, diversity, and inclusion for all of its guests. We believe everyone should be able to visit thlexuscollection.com and access our service easily. We welcome feedback. If you notice any content, feature or functionality of the site that you believe is not fully accessible to people with disabilities, please contact us and provide a description of the specific feature you feel is not fully accessible or a suggestion for improvement. We take your input seriously and will consider all feedback received as we evaluate ways to accommodate our customers and continuously improve our overall accessibility polices.


  • How do I find a product or information about a product?

You can find any of our products by using the site search. To utilize the search feature, enter one or more keywords using any combination of product brand name, product name or type of product. The search will return only products that match all your keywords. To find detail product information, select the desired product from your search or browsing results. The product page will display a view of the product and the product details including color and size options.

  • How do I add or remove items from my shopping cart?

    To add an item to your shopping cart, go to the page view of the product you would like to add. Then choose a size and color option (if applicable), enter the quantity you would like and click "Add to Cart" to place the item in your shopping cart. Repeat for each unique size and color combination you'd like to order. To remove an item from your cart, select one of the options to go to the "Shopping Cart". From the shopping cart view, click the "Trash" icon next to each item you want removed. To change the quantity of an item in the shopping cart, from the shopping cart view, enter the number you'd like in the quantity box or use the "-/+" indicators. After viewing and/or updating your shopping cart, you can choose to "Checkout" or go back to any page. You can find any of our products by using the site search.
  • What Internet browser is best for viewing this site?

    Your Site has been optimized for Microsoft™ Internet Explorer 8 or above, Mozilla Firefox 4.0+, Google Chrome and Apple™ Safari 2+. If you do not choose to use any of these recommended browsers, you may experience difficulty viewing some areas of our web site. To update your browser, please visit www.microsoft.com/ie, www.mozilla.com/firefox and/or www.apple.com/safari.
  • How can I report a problem with this site?

    If you experience problems that are isolated to our site, please click here for an email form to send us specific details of the issue you are experiencing.
  • Can I use a gift certificate or credit card to help pay for my online order?

    Yes, you can use a program issued gift certificate to pay for all or part of your order. The full value of the gift certificate will be applied to your order if your order total exceeds the value of the certificate. After entering your certificate number, you will be prompted for additional credit payment info. We accept all major credit cards including Visa, MasterCard, AmEx and Discover
  • How long can I keep items in my shopping cart?

    We can only hold items in your shopping cart for 30 days. If you don't redeem within this time frame, they will be removed from your shopping cart. Items in your shopping cart are not confirmed until you complete the checkout process and get a confirmation of your order.
  • Where can I see items I have added to my Favorites list?

    You can bookmark and item as a favorite by clicking the heart icon next to it. If you'd like to revisit your favorites, click on the "My Favorites" link at the top of each page or at the bottom of each page.
  • I can't find an item I am looking for. Who can I contact?

    Before you contact our Customer Care Team, please try our Merchandise Concierge. Our Merchandise Concierge service can help you determine if the product you would like is available. If available, our Merchandise Concierge will provide you with a quote and upon your approval, will order it on your behalf using your credit card payment.
  • When will I receive my order?

    The shipping method and estimated delivery time is determined when you select a product or service, and is provided within the item details. Orders ship regular ground, and generally takes 10 business days. Your order may arrive in more than one shipment. Standard shipment methods are FedEx Ground, USPS, UPS, Common Carrier.
  • Is expedited shipping available?

    Yes, 2 Day, and Standard Overnight are available (will incur additional costs) for US destinations only
  • How much does shipping cost?

    Your shipping costs will be calculated at the time of checkout.
  • How is sales tax calculated?

    Your Sales tax will be calculated at the time of checkout.
  • Can I ship to more than one address?

    You can save multiple shipping addresses for your account, but you may ship to only one address per order.
  • How do I track a shipped order?

    If your order is sent in multiple shipments, you will receive an email for each shipment. Each shipment notice email will provide information on how you can track your shipment.
  • How is my order and account information protected?

    Your privacy is important to us. Please read our privacy policy to see how your information is protected.
  • Who do I call if my merchandise arrives broken or damaged from the carrier?

    If you receive your order and then notice that the item is damaged, contact our Customer Care Team immediately. We are open Monday through Friday; 7 AM to 7 PM CT. If you notice that your order is damaged prior to signing for the delivery, please inspect the product thoroughly at the time of delivery. If you are not satisfied, refuse the item before signing the delivery receipt. Be sure to report any product defects or damages with the delivery agent. Please contact our Customer Care Team to report damages or other delivery issues. Damages must be reported within 72 hours of delivery.
  • What is your return policy?

    We want our customers 100% satisfied with their merchandise order. Therefore, we will gladly accept returns for any merchandise item at any time and will fully refund the value of the item. We will also pay for the return shipping for any returns due to damage, defect or order processing error. Orders returned due to participant remorse will require shipping to be paid by the participant. Simply said, if something's wrong, we'll do everything we can to make it right.
  • How do I return an item?

    We understand that sometimes things just aren't right. If you'd like to return your items for a refund, simply contact our Customer Care Team to start the return process.
  • How long does it take for a refund to be processed?

    The process may vary depending on product or issue, however we will provide you with an update and next steps within 48 hours of the receipt of a completed Request for Return.
  • Can I ship to Alaska, Hawaii, U.S. Territories or APO/FPO/DPO?

    You may ship to any of these locations: Continental U.S., Alaska & Hawaii unless noted on the item product information page. Standard delivery timeline for Alaska and Hawaii orders is 15 business days. (US, Canada) We are unable to ship to international destinations or APO/FPO/DPO destinations at this time.
  • Why isn't my tracking number working?

    A Ship Status update is generated as soon as your item ships, but please allow up to 24 hours for your tracking number to start showing the progress of your order. Please continue to check the progress of your order by utilizing the shipping URL on your ship status email.
  • How can I review the details of an order I have already placed?

    If you have an account, you can view your order status by signing into the Catalog site and selecting "Order Status" or "My Account" followed by "My Orders." You will receive an email notice when all or part of your order is shipped.
  • What is a backorder?

    An item that was available at the time of order placement but becomes delayed as a result of weather, inventory error, etc. is considered "backorder". Should this occur to your ordered item you will receive an email notification of the revised estimated ship date.
  • How do I cancel or change an order?

    Contact our Customer Care Team if you need help with an order using the Chat option or email option.
  • How do I know you got my order?

    You will receive an order acknowledgment email to the address provided on the order. If you have not received an Order Acknowledgement, please check your spam or junk folders to ensure you receive all order correspondences.
  • I placed an order. Can I change the shipping address?

    We strive to ship as quickly as possible. If you wish to change the address please contact our Customer Care Team as soon as possible, they may be able to change the address, but this not guaranteed.
  • I placed an order. Can I change the payment method?

    We strive to ship as quickly as possible. If you wish to change the payment method please contact our Customer Care Team as soon as possible.
  • I placed an order. Can I cancel it?

    We strive to ship as quickly as possible. If you wish to cancel your order please contact our Customer Care Team as soon as possible.
  • Notice a favorite brand but don't see the exact product you would like? Are you looking for a different color? A special size?
    Our Merchandise Concierge can help you determine if the product you would like is available from the supplier. If available, our Merchandise Concierge will give you a quote for the order and even order it on your behalf using your credit card for payment.

    Using Merchandise Concierge Service is as easy as 1-2-3

    1. Select a product. Please note that not all products offered will be available for personalized selections.

    2. Gather your preferences - to receive an accurate quote, your Merchandise Concierge will contact you for specifics, including quantity, size, color, in hands date, and logo treatments.

    3. Contact Customer Care by clicking on the "Email Us" link or through the phone number listed. After taking your information the Merchandise Concierge will contact the supplier on your behalf to determine availability of the requested product. The Merchandise Concierge will respond to you with details on your quote. If you approve, the Merchandise Concierge will place the order on your behalf.