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Frequently Asked Questions

Shopping Information

WHAT KIND OF BROWSER DO I NEED IN ORDER TO MAKE ONLINE PURCHASES FROM POTTERY BARN KIDS?

To make purchases online from this site, you must have an SSL-enabled browser like Microsoft Internet Explorer. We test our site on new versions of browsers and do our best to offer optimal experience on the latest versions of all browsers & platforms. Our site is optimized for Microsoft Internet Explorer version 6.0. If you are using AOL and you are experiencing problems, try using Internet Explorer on your computer while connected to AOL. Back to top

HOW DO I ENABLE JAVASCRIPT?

To shop potterybarnkids.com, you must enable JavaScript in your browser. Please follow the simple instructions below based on your browser type and version.

Internet Explorer 6.0 and higher for Windows

  1. Click the Tools menu. (For Internet Explorer 7.0, click on the Tools button).
  2. Click Internet Options to open the Internet Options dialog box.
  3. Click the Security tab.
  4. Click the Internet symbol (a globe).
  5. Click the Custom Level button to open the Security Settings dialog box.
  6. In the Settings list, scroll down to Scripting.
  7. Under Active Scripting, click Enable so that a dot appears next to it.
    (If you are unsure about the other Security Settings, please check with your Network Administrator).
  8. Click OK to close the Security Settings dialog box.
  9. Click Yes in the Warning! Message box.
  10. Click OK to close the Internet Options dialog box.

Netscape 7 and higher for Windows

  1. Click Edit; then click Preferences.
  2. Click on Advanced left arrow to expand menu.
  3. Click on Scripts & Plugins.
  4. Under Enable JavaScript for, check Enable Navigator.
  5. Click the OK button.

Firefox 1.5 and higher for Windows

  1. On the Tools menu, click Options.
  2. Click on the Content icon.
  3. Check the box next to Enable JavaScript.
  4. Click OK.

Safari 2.0 and higher for Mac

  1. Click Safari; then click Preferences.
  2. Click the Security icon.
  3. Under Web Conent, check Enable JavaScript.
  4. Close the window.

Firefox 1.0 and higher for Mac

  1. Click on Firefox.
  2. Click on Preferences.
  3. Click on Web Features.
  4. Check Enable JavaScript.
  5. Click OK.

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HOW DO I VIEW THE FLASH ELEMENTS ON THE SITE?

To view some of our interactive features, you will need Flash 5.0 or higher. You can upgrade or download it from Macromedia's Website. Back to top

WHAT PRODUCTS ARE AVAILABLE ONLINE?

Our entire catalog assortment is available online. Back to top

CAN I SEND ITEMS AS GIFTS?

Gifts are wrapped in our blue gingham paper, tied with a white satin ribbon and finished with a gift message envelope for just $6.00 per order.

Some larger items, and items sent directly from our vendors, cannot be gift wrapped. Gift messages can be included on the packing slip of any order at no extra charge. Back to top

ARE PRICES ON THE WEB SITE THE SAME AS PRICES IN STORES?

No. The prices displayed on our Web Site may differ from prices that are available in stores. Back to top

WHAT FORMS OF PAYMENT ARE ACCEPTED FOR ONLINE PURCHASES?

We accept Visa, MasterCard, American Express, Discover Network and the Pottery Barn/Pottery Barn Kids credit cards. Back to top

WILL POTTERY BARN KIDS SEND AN ORDER CONFIRMATION VIA EMAIL?

If you provide your email address during order processing, we will send you a message confirming your order within 24 hours of placement. Back to top

HOW CAN I FIND OUT THE STATUS OF AN ORDER PLACED ONLINE

Your order becomes available for status-tracking 24 hours after it is placed. You can track your order status online by visiting the Track Your Order page in the Customer Service area of our site. You'll need to supply your order number and billing ZIP code to do this. Alternatively, you can call 1.800.993.4923, 7 days a week, 4:00 am - 9:00 pm (PST) and ask us to check your order status. Back to top

WHAT IS POTTERY BARN KIDS' RETURN POLICY?

At Pottery Barn Kids, we take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and construction is our priority. We carefully inspect your order prior to shipment; upon receipt, please inspect your purchase and notify us of any damage. We will arrange for a prompt replacement. If, within 7 days for Quick Ship upholstery or 30 days for all other products, you are dissatisfied for any reason, you may return your purchase for a refund of the merchandise value. We cannot accept returns on monogrammed, personalized, final sale or special-order items, or on items damaged through normal wear and tear. For our return policy on gift registry purchases, or for detailed procedures for returning other items, please visit potterybarnkids.com or call 800.430.7373. Back to top

WHAT IF I WANT TO MAKE A RETURN, BUT NO LONGER HAVE THE RETURN INSTRUCTIONS?

If you have misplaced your return instructions, please call 1.800.993.4923, 7 days a week, 4:00 am - 9:00 pm (PST) or simply return the item to any Pottery Barn Kids store. Back to top

CAN I ORDER BY TELEPHONE?

You can always place an order by telephone 24 hours a day by calling 1.800.993.4923. Orders may also be placed by fax at 702.363.2541.

To order from outside the United States, please call +800 15003333. (We are only able to ship to the United States, U.S. Territories, and APO/FPO addresses.) Back to top

WHAT IS THE CORRECT WAY TO LIST INITIALS FOR A MONOGRAM?

When selecting a style for your monogram, keep in mind that the order of initials varies according to the style.

For monogram styles in which the center letter is taller than the others, the order of initials is traditionally first/last/middle. For example, if your name is Laura Marie Clark, the monogram would be LCM.

For styles in which all letters are equal in size, the order of initials should be first/middle/last. In this case, the monogram would be LMC.

Note: Fitted sheets and washcloths cannot be monogrammed. Back to top

WHAT DO I DO IF I'M RECEIVING MULTIPLE COPIES OF THE CATALOG IN THE MAIL?

Call Customer Service at 1.800.993.4923 to request only one copy. Back to top

CAN I SAVE ITEMS IN MY SHOPPING CART FOR PURCHASE AT A LATER DATE?

Yes. Items placed in your shopping cart and not purchased immediately will remain there for 30 days. Your saved shopping cart is accessible only via the computer that created it, unless you log into your Pottery Barn Kids account before adding items to your cart. If you add items to your cart while you are logged into your account, you can access your saved shopping cart by logging back into your account on any computer for 30 days. Back to top

IN ORDER TO ADD ITEMS TO MY SAVED SHOPPING CART, DO I NEED TO SIGN IN?

If you are using the same computer, you will not have to sign in. However, in order to access a saved cart from a different computer, you will need to log into your Pottery Barn Kids account before you add items to the cart, and then log back into your account when you return to see your saved items. Back to top

WHY IS MY SAVED SHOPPING CART EMPTY?

After 30 days, items saved in your shopping cart are removed. Back to top

WHY IS THE PRICE OF AN ITEM IN MY SAVED SHOPPING CART DIFFERENT FROM WHEN I SELECTED IT?

Prices are subject to change - including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged. Back to top

HOW DO I PURCHASE GIFT CARDS ONLINE?

It is easy to purchase a Gift Card online. Click here to order a Gift Card online, or call 1.800.993.4923 and a sales associate will be happy to help you. Gift Cards are available in the following denominations: $25, $50, $75, $100, $150, $200 and $250.

The Gift Card will arrive in a special gift envelope that includes your personalized message.

There is no shipping and processing charge for Gift Cards if you select Standard Delivery (5-7 business days). If you wish, we can also ship the Gift Card via Next Day Delivery for an additional $8.50 per order. Next day orders received by 9am (Pacific Time) Monday - Friday will arrive next business day; orders placed after 9am Friday - Sunday (Pacific Time) arrive on Tuesday. Back to top

HOW DO I REDEEM GIFT CARDS OR MERCHANDISE CREDIT CARDS?

Gift Cards or merchandise credit cards may be redeemed online, through our catalog, or at Pottery Barn Kids stores. And, as an added benefit, Pottery Barn Kids gift cards may also be redeemed at any of the following brands: Pottery Barn, PBteen, Williams-Sonoma and west elm. To redeem online, enter the 16-digit card number and the 8-digit pin number in the "REDEEM GIFT CARDS OR PROMOTIONS" section on the Payment Information page during checkout. There will be the option to enter up to ten Gift Cards or merchandise credit cards per order, which will automatically be deducted from your total. Back to top

HOW DO I CHECK THE BALANCE OF GIFT CARDS OR MERCHANDISE CREDIT CARDS ONLINE?

To check the balance of your Gift Card or merchandise credit card online, click here.

To see the amount remaining on your card, type in the 16-digit card number and the 8-digit pin number, then click "Check Balance". Back to top

IS THERE AN EXPIRATION DATE FOR A GIFT CARD?

No, we invite you to make use of your Gift Card at your convenience. Back to top

WHAT IF I LOSE A GIFT CARD?

The Pottery Barn Kids Gift Card should be considered as cash. We cannot replace a lost or stolen Gift Card. A Gift Card cannot be exchanged for cash, except as required by law. Back to top

CAN I PURCHASE AND REDEEM PAPER GIFT CERTIFICATES ONLINE?

Paper Gift Certificates can be redeemed through our catalog or at any Pottery Barn Kids store. We regret that Gift Certificates cannot be purchased or redeemed online. Back to top

HOW DO I PURCHASE AND REDEEM eGIFT CARDS ONLINE?

Pottery Barn Kids eGift Cards can be purchased through potterybarnkids.com by clicking on the eGift Card option. This will take you to our partner site—CashStar. To order the Pottery Barn Kids eGift Card, just enter the dollar amount and choose your card design or upload your own photo. Then enter the recipient's email address. Once the purchase has been completed, the eGift Card will be sent to the recipient's email inbox within hours of your purchase or on the date you choose. If lost, simply reprint the eGift Card. If stolen, contact CashStar Customer Support at 1–866–853–4741. Since this is a partner site, you will not be able to buy the eGift Card and other merchandise in the same transaction.

The eGift Card can be redeemed online, in stores or by phone. Just like our plastic Gift Cards, there are no expiration dates or fees. eGift Cards are available in any dollar amount between $25 and $250.Back to top

HOW ARE eGIFT CARDS DIFFERENT FROM PLASTIC GIFT CARDS?

Plastic Gift Cards are sent to recipients via mail. eGift Cards are sent via e–mail and can be printed out and used hours after they're purchased. Both plastic and eGift Cards have no fees or expiration dates. They are both redeemable online, in stores or by phone.Back to top

HOW DO I CANCEL THE PURCHASE OF AN eGIFT CARD?

If you chose a delivery date that is in the future, you can cancel your purchase by contacting CashStar Customer Support at 1–866–853–4741. If the delivery date is today or in the past, your purchase cannot be cancelled.Back to top

WHICH CREDIT CARDS DO YOU ACCEPT?

We accept VISA, Mastercard, American Express and Discover. The Pottery Barn Kids Credit Card cannot be accepted as payment for an eGift Card purchase because this site is operated by Pottery Barn Kids' third party partner, Cash Star. Back to top

CAN I SEND A PRINTED eGIFT CARD TO PRESENT TO SOMEONE AS A GIFT?

Yes. Simply personalize the eGift Card for your recipient, have it sent to yourself, and then print it. To do this, enter your own email address in the "Recipient Email" field, and check the box next to "This is for me." Enter your recipient's name and your own personal message on the Gift Card preview, and complete the transaction normally. You will receive an eGift Card alert via email. Follow the instructions in the message to retrieve your eGift Card, and then click "Print this page." The resulting printout may be presented as a gift to the recipient, and may be redeemed online or in our retail stores.Back to top

CAN I PURCHASE AN eGIFT CARD ALONG WITH OTHER POTTERY BARN KIDS MERCHANDISE IN THE SAME TRANSACTION?

No. The purchase of an eGift Card is operated by Pottery Barn Kids' third party partner, CashStar. To buy Pottery Barn Kids merchandise, you will need to go to potterybarnkids.com and make your merchandise purchase in a separate transaction. Back to top

WHAT WILL THE RECIPIENT RECEIVE WHEN I SEND AN eGIFT CARD?

On the delivery date you choose, a message is sent to the recipient's email inbox informing them of your gift, with a link to retrieve the eGift Card online. The link in the email sends the recipient to a page showing the eGift Card you created (the design you selected, with your recipient's name and your personalized message), its value and code number. The page also gives simple instructions for redeeming the eGift Card. Back to top

HOW DO I KNOW THAT THE RECIPIENT HAS RECEIVED THE eGIFT CARD THAT I SENT TO THEM?

You will receive an email confirming delivery of the eGift Card and a message notifying you that the eGift Card has been viewed. If the eGift Card is not viewed within 7 days after delivery, you will receive a message with options for resolving the issue. We will send you another message 15 days after delivery if no action has been taken. You may also contact CashStar Customer Support at 1–866–853–4741 with the order number from the email you received confirming your purchase, and we will be able to let you know if the recipient has viewed their eGift Card. Back to top

WHEN DOES THE eGIFT CARD EXPIRE?

Like our plastic Gift Cards, there is no expiration date on your eGift Card. We recommend that you redeem it soon after you receive it so that you don't forget. Back to top

HOW DO I CHECK MY eGIFT CARD BALANCE?

To check your eGift Card balance, go to potterybarnkids.com and click on Gift Cards or click here.Back to top

AM I ABLE TO RETURN THE eGIFT CARD?

You may not return or cancel your Pottery Barn Kids eGift Card after it is received. Purchasers who wish to cancel an eGift Card purchase order prior to its delivery to a recipient should contact CashStar Customer Support at 1–866–853–4741 prior to the delivery date selected at the time of your purchase.

If you return merchandise originally purchased with an eGift Card, any refund will be issued in the form of a merchandise credit that may be used online, in stores or by phone.Back to top

IS MY ORDER SECURE?

All personal and financial information is transmitted using the https protocol over a Secure Sockets Layer (SSL), utilizing state–of–the–art technology for consumer protection. Behind the scenes, your Web browser is sending all personal and financial information over SSL. The eGift Card purchase process is fully PCI compliant. If you have any questions or concerns, please contact CashStar Customer Support at 1–866–853–4741.Back to top

WHAT IF I LOSE MY eGIFT CARD?

Your eGift Card has cash value and should be safeguarded as such. If you misplace your eGift Card, you can reprint it if you bookmarked it in your browser or click on the link in the original email. If your eGift Card was lost or stolen, contact CashStar immediately at 1–866–853–4741. If your eGift Card has not been redeemed or has some remaining value, we can cancel the original eGift Card and reissue a new eGift Card to you for the remaining value. Back to top

HOW LONG DOES IT TAKE TO GET MY PROMO CODE AFTER I SIGN UP TO RECEIVE PBK EMAILS?

It can take up to 3 business days to receive your promo code. Promo codes are only sent to email address that are new to PBK. Back to top

Shipping and Processing Information

HOW ARE SHIPPING AND PROCESSING CHARGES CALCULATED?

SHIPPING AND PROCESSING
Shipping and processing charges are based on the merchandise total for each delivery address. Please see our Shipping and Processing Charges for details.

DELIVERY AND PROCESSING SURCHARGES ($)
Because furniture, rugs and other large items are bulky, heavy and may have limited availability, these items have a Delivery and Processing Surcharge; this charge is listed in parentheses ($) after the item price and is in addition to regular Shipping and Processing Charges.

NEXT DAY SHIPPING AND PROCESSING
Fees per address for Next Day Delivery and Processing service are calculated in addition to regular Shipping and Processing Charges.

OUTSIDE THE CONTIGUOUS 48 STATES
Items ordered over the Internet to be shipped outside the contiguous 48 states are delivered by our common carrier or Air Parcel Post and are subject to the same delivery and processing charges described above, plus an additional $10 for Standard Delivery and Processing.

SALES TAX
Sales tax on the merchandise total is charged for items shipped to the following states and US territories: AL*, AR*, AZ, CA*, CO*, CT*, DC*, FL*, GA*, HI*, IA, ID, IL*, IN*, KS*, KY*, LA*, MA, MD*, ME*, MI*, MN*, MO*, MS*, NC*, ND*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, SD*, TN*, TX*, UT, VA*, VT*, WA*, WI*, WV*, WY and Puerto Rico*. States and US territories marked with an asterisk also collect taxes on shipping and processing charges. Except as otherwise noted,all sales are made by Williams-Sonoma DTC, Inc., and the local sales tax of the delivery destination is also charged. All sales shipped to Texas locations are made by Williams-Sonoma DTC Texas, Inc., and the sales tax is based on the location where the order was received. Orders shipped to California locations are F.O.B. destination point which means title passes in California.

For more details on delivery, please visit our Shipping Information page.

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WHAT SHIPPING OPTIONS ARE AVAILABLE?

STANDARD SHIPPING AND PROCESSING
Most purchases are shipped from our Memphis warehouse and scheduled to arrive within five business days from receipt of your order. In the event of a delay, we will notify you by mail.

NEXT DAY SHIPPING AND PROCESSING
For an extra charge of $17.50 per address, we can arrange for next day delivery to most destinations. (If we receive your order by 6 pm PT Monday through Friday, you'll receive your order the next business day; orders placed Friday after 6 pm through Sunday will arrive on Tuesday.)

For exceptions and for further details, please visit our Shipping Information page. Back to top

CAN I SHIP A LARGE FURNITURE ITEM TO A HAWAIIAN SHIPPING ADDRESS?

Yes. We are now offering shipment of large furniture and oversized items to Maui, Oahu and the Island of Hawaii. There will be an additional surcharge of $350 per order. This surcharge is in addition to regular delivery charges. When ordering online, your order will be processed without this additional fee, and the additional shipping surcharge will be applied separately to your order. Back to top

International Orders

  • CAN MY ORDER BE DELIVERED INTERNATIONALLY?

    Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in various foreign countries. Through Borderfree, we can present product prices in the international currency of our customer's choice and a guaranteed order total. For a list of available shipping countries and shopping currencies, please visit our international landing page. Back to top

  • WHAT COUNTRIES CAN I SHIP TO?

    COUNTRIES:
    Americas: Antigua & Barbuda, Argentina, Aruba, Barbados, Belize, Bermuda, Bolivia, Brazil, Canada, Cayman Islands, Chile, Colombia, Costa Rica, Dominica, Dominican Republic, Ecuador, El Salvador, French Guinea, Grenada, Guadeloupe, Guatemala, Haiti, Honduras, Jamaica, Martinique, Mexico, Montserrat, Nicaragua, Panama, Paraguay, Peru, St. Kitts & Nevis, St. Lucia, Suriname, Trinidad & Tobago and Turks & Caicos Islands
    Asia-Pacific: Bangladesh, Brunei, Cambodia, China, Hong Kong, India, Indonesia, Japan, Macau, Maldives, New Zealand, Pakistan, Philippines, Singapore, South Korea, Sri Lanka, Taiwan and Thailand
    Europe: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Reunion, Romania, Russian Federation, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine and United Kingdom
    Middle East: Israel

    Shopping in Australia? Visit our new Sydney store in Bondi Junction or shop now at potterybarnkids.com.au. Back to top

  • WHAT ITEMS ARE INELIGIBLE FOR INTERNATIONAL SHIPPING?

    Pottery Barn Kids offers International Shipping on most items. However, certain items are not eligible to ship internationally.

    Items NOT eligible for international shipping include:

    • Oversized items or items requiring special handling as denoted by a surcharge after the item price. However, Canadian customers can purchase oversized items and items delivered by our In-Home Delivery Service by ordering through a local store. Prices on our Web Site may differ from prices in stores. Delivery restrictions may exist. To place an order, call your local store.
    • Hazardous materials, live botanicals, aerosols, food products and other items restricted from exporting
    • Gift Cards

    Please note: Our electrics CAN be shipped internationally, but they MUST be used with the correct outlet adapters and voltage converters for your area. Plugging our electrics into improper outlets (in excess of 110-120 volts) may result in fire and/or injury. Back to top

  • HOW WILL I KNOW HOW MUCH MY ORDER WILL COST?

    After you've added items to your cart and clicked on the checkout button, Borderfree will calculate and display a guaranteed order total in your preferred currency — including all shipping costs from our warehouse(s) in the U.S. to your selected international destination, and any applicable duties and taxes imposed by the customs and revenue authorities in the destination country. Back to top

  • ARE THERE ANY ADDITIONAL COSTS THAT WILL BE DUE UPON RECEIPT OF MY ORDER?

    No. When you use the Borderfree global checkout, you will be given a guaranteed order total in your preferred currency. The order total presented will be the exact amount that you will be billed by Borderfree. There will never be any additional costs billed upon delivery or due as C.O.D. charges. Back to top

  • WHAT CURRENCIES DOES Borderfree SUPPORT?

    Currently, Borderfree supports billing in over 40 global currencies, with more being added on an ongoing basis. Click here to view and select from a list of our supported currencies. Once you confirm your preferences, you will be able to see product prices in your selected currency. Back to top

  • I LIVE IN THE U.S. CAN I USE Borderfree TO SHIP AN ORDER INTERNATIONALLY BUT PAY IN U.S. DOLLARS (USD)?

    Yes. You can ship internationally using a U.S. billing address and a U.S. credit card (Visa or MasterCard). This also works if you're an American traveling or living abroad. Back to top

  • WHAT PAYMENT OPTIONS DOES Borderfree SUPPORT?

    Currently, Borderfree supports Visa and MasterCard for all international orders. American Express is accepted for orders purchased in US Dollar, Australian Dollar, British Pound, Canadian Dollar and European Euro. In China we also accept China Union Pay. Back to top

  • WHAT ARE MY INTERNATIONAL SHIPPING OPTIONS?

    You will be quoted a specific delivery promise during checkout based on your selected destination country and the shipping methods available for the items in your shopping cart. Back to top

  • HOW MUCH DOES INTERNATIONAL SHIPPING COST?

    International shipping is calculated using a number of factors, including the number of items you are purchasing, the weight of the items, and the destination country/region. Back to top

  • WHEN AM I BILLED AND WHAT WILL MY CREDIT CARD STATEMENT SAY?

    Your credit card will be billed by Borderfree when your package is shipped to its final international destination. "51*Pottery Barn Kids" will appear on your credit card statement. Back to top

  • HOW MUCH DUTY AND TAXES ARE CHARGED ON INTERNATIONAL ORDERS?

    Duty (or customs tariffs) is set by the destination country's customs authorities and is based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries Borderfree supports. Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree global checkout. Back to top

  • DO YOU SHIP TO U.S. MILITARY ADDRESSES (APO/FPO)?

    Orders shipping to U.S. military addresses should go through our domestic checkout, as they are not subject to the same costs and logistics flows as other international orders. To do this, you should shop as if shipping to an address within the U.S. Back to top

  • I LIVE OUTSIDE OF THE U.S. CAN I USE Borderfree TO SHIP TO A U.S. ADDRESS?

    All international orders must have a ship-to destination outside of the United States. We cannot support customers with international billing addresses shipping to U.S. addresses. Back to top

  • DO YOU SHIP FURNITURE ITEMS INTERNATIONALLY?

    Unfortunately, international shipping restrictions prevent us from shipping oversized items to some countries outside of the U.S. Canadian customers can purchase oversized items and items delivered by our In-Home Delivery Service by ordering through a local store. Prices on our Web Site may differ from prices in stores. Delivery restrictions may exist. To place an order, call your local store. View details of what is ineligible. Back to top

  • HOW CAN I TRACK MY INTERNATIONAL ORDER?

    You can track the progress of your international package(s) here. Canadian customers who purchased oversized items and items delivered by our In-Home Delivery Service through a local store should contact the store for more information. Find your local store here. Back to top

  • WHO SHOULD I CONTACT IF I HAVE QUESTIONS REGARDING MY ORDER AFTER I HAVE MADE A PURCHASE?

    Please contact us at international@potterybarnkids.com or +800 15003333 (if you are in Canada, please call us at 1.855.860.1080) and Pottery Barn Kids will gladly be able to assist you with any questions regarding your international order. Canadian customers who purchased oversized items and items delivered by our In-Home Delivery Service through a local store should contact the store for more information. Find your local store here. Back to top

  • CAN I PURCHASE OR REDEEM INTERNATIONAL GIFT CARDS?

    Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for internationally-shipped orders. Back to top

  • WHAT IS YOUR RETURN POLICY FOR INTERNATIONAL ORDERS?

    If for any reason you are not satisfied with your purchase, please contact us at international@potterybarnkids.com or +800 15003333 (if you are in Canada, please call us at 1.855.860.1080) and we will provide you with further instructions on where returns should be shipped, and the amount you will be refunded. Please note, all international orders must receive a return authorization from our call center and cannot be accepted in any of our retail stores. Please contact us immediately if you would like to return your item. Returns will be credited by our partner, Borderfree, in the original currency used for purchase. Back to top

  • ARE YOUR ELECTRICAL PRODUCTS COMPATIBLE WITH ALL ELECTRICAL OUTLETS?

    Our electrical products are UL-Listed and manufactured in compliance with U.S. standards. If you are purchasing this item for use outside of the U.S., use only with the appropriate outlet adaptor and voltage converter for your country. Do not plug into an electrical outlet higher than 110-120V as this could result in fire and/or injury. Back to top

  • ARE YOUR LIGHTING FIXTURES COMPATIBLE WITH ALL ELECTRICAL OUTLETS?

    Our electrical products are UL-Listed and manufactured in compliance with U.S. standards. If you are purchasing this item for use outside of the U.S., use only with the appropriate outlet adaptor and voltage converter for your country. Do not plug into an electrical outlet higher than 110-120V as this could result in fire and/or injury. Back to top

  • IS POTTERY BARN KIDS REGISTRY AVAILABLE TO INTERNATIONAL CUSTOMERS?

    We're sorry for the inconvenience, Registry is only available to U.S. customers at this time. If you are in Canada, please visit our stores, call 1.877.770.7231 or visit potterybarnkids.ca to view a registry list. Back to top

Furniture Services Information

HOW IS FURNITURE DELIVERED?

Except when sent through our In-Home Delivery service , most furniture shipped from our Memphis warehouse is sent via our common carrier. Items shipped directly from the manufacturer may arrive by an alternate delivery service. With any furniture purchase from Pottery Barn Kids, our Customer Service representatives can reliably track your order en route. Back to top

WHY IS THERE A DELIVERY AND PROCESSING SURCHARGE FOR SOME ITEMS?

Because furniture, rugs and other large items are bulky, heavy and may limited availability, these items have a Delivery and Processing Surcharge; this charge is listed in parentheses ($) after the item price and is in addition to regular Shipping and Processing Charges. Back to top

WHAT IS IN-HOME DELIVERY AND WHICH ITEMS QUALIFY?

Items showing this symbol are delivered by our In-Home Delivery service. With In-Home Delivery, the item is brought into your home, unpacked and assembled, and packaging is removed. Delivery is by appointment, Monday - Saturday; our delivery service will call to arrange a day. Available in the contiguous 48 states only. For your convenience, we're proud to introduce a new two-hour appointment window on in-home deliveries in major metropolitan areas only. We're sorry, but only items marked with this symbol may be sent via In-Home Delivery. Due to the special care involved, items shipped with our In-Home Delivery service may take longer than other items to arrive. To confirm delivery timeframes in your area, please call 1.800.993.4923. Back to top

Security Information

WHEN I SUBMIT CREDIT CARD INFORMATION ONLINE, IS IT SECURE?

Absolutely. Every page in the Pottery Barn Kids online ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption. SSL renders information unreadable should anyone try to intercept it. Back to top

Safety Information

WHAT IS POTTERY BARN KIDS' COMMITMENT TO THE SAFETY OF THEIR PRODUCTS?

All Pottery Barn Kids products are crafted of high-quality materials that meet or exceed federal safety requirements. Our manufacturers have given the comfort and safety of your child the highest priority. Certain items will include specific safety information when they are shipped to you. If you have any additional questions, you may call 1.800.993.4923, 7 days a week, 4:00 am - 9:00 pm (PST).

The U.S. Consumer Products Safety Commission recommends that elevated beds and top bunks not be used for children under 6 years of age. Back to top

Creating a Gift Registry

HOW DO I CREATE A GIFT REGISTRY WITH POTTERY BARN KIDS?

You may create a Gift Registry online or at any Pottery Barn Kids store. For either method, we will guide you through the selection process and help you find everything you need. Back to top

WILL POTTERY BARN KIDS MAKE PRODUCT RECOMMENDATIONS?

Yes. When you register online, use the PBK Checklist as a resourceful guide for setting up your kids' rooms. As you add items to your Registry List, reference the checklist to see which items you've selected and the additional items we suggest. Reference the Nursery Essentials & PBK Tips when you are registering for a baby, and the Bedroom Essentials & PBK Tips when you are registering for a child. These articles provide a detailed and complete guide of nursery and kids essentials, and tips on selecting and caring for Pottery Barn Kids products. Back to top

WHEN SHOULD I REGISTER?

We advise registering three to four months before your due date or other event date. This allows family and friends enough time to purchase gifts for showers or other events. Back to top

WHAT SHOULD I INCLUDE IN MY GIFT REGISTRY?

To learn more about what items to include in your registry, please read our Nursery Essentials and PBK Tips when registering for a baby, or Bedroom Essentials and PBK Tips when registering for a child. Back to top

CAN I MAKE CHANGES TO MY GIFT REGISTRY?

Yes. You can add or delete items, or make changes to your personal information on your Gift Registry whenever you wish. You can make your changes online any time, 24 hours a day, 7 days a week. You can also make changes by calling 1.800.993.4923 (7 days a week, 4:00 am - 9:00 pm PST), or by visiting any Pottery Barn Kids store. Back to top

HOW DO I REGISTER FOR GIFT CARDS ONLINE?

During the registry creation process, select the checkbox at the bottom of the Event Information page that lets friends and family know to purchase Gift Cards for you. If you decide after you have registered that you would appreciate Gift Cards from your guests, simply click on the link to "Edit your Profile" from the Manage Registry page within registry. You will be able to track Gift Card purchases in the Gift and Thank-You Organizer. Gift Cards may be redeemed online, by phone, or at Pottery Barn Kids stores. Back to top

WHAT IF I FORGET MY PASSWORD?

If you listed an email address when you created your Gift Registry, we can immediately send your password to that address. For security reasons, we cannot send passwords to any email address other than the one listed in your Gift Registry profile. If you did not list an email address, please call 1.800.993.4923 (7 days a week, 4:00 am - 9:00 pm PST) for this information, or visit a Pottery Barn Kids store. Back to top

HOW DOES POTTERY BARN KIDS PROTECT MY PERSONAL INFORMATION ONLINE?

We take security and protection of personal information very seriously. When you first create your Gift Registry, you will be asked to establish a password. This password must be used to edit your registry or to gain access to your profile.

When you register, you may select one of three access options for your friends and family. "Open" allows anyone that visits potterybarnkids.com to view your Gift Registry and purchase gifts online. "Password Protected" means you create a password to be given to friends and family, who must then use the password to view the Gift Registry and purchase gifts online. Finally, "Open Only to Registrants" means that only you can edit and view your Gift Registry online; guests must visit a store to view your registry or to make purchases. To select your access options, click "Manage Registry" in the top navigation and select "Guest Access Options."

Regardless of which guest access option is selected, your Gift Registry is always accessible at any Pottery Barn Kids store. Back to top

WILL MY PERSONAL INFORMATION (ADDRESS, TELEPHONE NUMBERS, SHIP-TO ADDRESS, ETC.) BE ACCESSIBLE TO FRIENDS AND FAMILY OR DISPLAYED ON THE WEBSITE?

No. Only your name, event type, event date, city and state will be displayed on the website or printed on your Gift Registry. All ship-to addresses are secured within our system, and gifts are automatically shipped to the address that you have specified in your Gift Registry profile. Back to top

DO MY FRIENDS AND FAMILY NEED A PASSWORD TO ACCESS MY GIFT REGISTRY ONLINE?

It is up to you to decide whether friends and family will need a password to view your Gift Registry online in your "Guest Access Options" within "Manage Registry". If you do decide to select a password (a "Password Protected" registry), you will need to share it directly with your friends and family. Pottery Barn Kids will not disclose any passwords. Back to top

HOW CAN I REMOVE MY REGISTRY FROM WEDDINGCHANNEL.COM?

Pottery Barn Kids has a partnership with WeddingChannel.com. As a convenience to your family and friends, Pottery Barn Kids Baby & Gift Registries for births, showers, adoptions and christenings appear on WeddingChannel.com. If you would prefer not to be included on this partner site, please contact our registry customer service at 1.800.993.4923. Back to top

WILL I BE NOTIFIED IF ITEMS ON MY GIFT REGISTRY HAVE BEEN DISCONTINUED?

We have included messaging on product information pages to indicate when an item is seasonal. To increase the likelihood of availability, you may want to consider registering for these seasonal items just a few months before the event (e.g., baby shower, due date). Be sure to visit your Gift Registry several times before your event to add new items and make adjustments as appropriate. Back to top

HOW DO I PRINT MY GIFT REGISTRY?

From your Gift Registry list, click the "printable version" icon to create a printer-friendly version of the registry. Then simply select "Print" from your browser. You may also visit any Pottery Barn Kids store to receive a copy of your Gift Registry. Back to top

HOW LONG DO REGISTRIES REMAIN ONLINE?

Your Gift Registry will remain active for one year after the date of the event. Back to top

HOW DO I LET MY FRIENDS AND FAMILY KNOW I HAVE REGISTERED AT POTTERY BARN KIDS?

We make it easy to tell friends and family about your Pottery Barn Kids Gift Registry. Simply click "Manage Registry" and select "Email Registry Announcement," which allows you to email friends and family with information about your Gift Registry. Back to top

WHERE CAN GIFTS FROM MY GIFT REGISTRY BE PURCHASED?

Gifts from your Gift Registry may be purchased online, at any Pottery Barn Kids store or by calling 1.800.993.4923. Back to top

HOW OFTEN ARE GIFT REGISTRY PURCHASES UPDATED?

Your Gift Registry is updated 24 hours after an order has been placed online, and within 48 hours after an item is purchased at any Pottery Barn Kids store. Back to top

WHAT SHIPPING OPTIONS ARE AVAILABLE?

Click here to view our shipping information. Back to top

WHAT IF I RECEIVE DUPLICATE GIFTS?

If you receive a duplicate gift, you may take the items to any Pottery Barn Kids store, where our Associates will be happy to issue exchange or return your merchandise, or help you choose an alternate gift. If you would prefer to return your packages through the mail, simply refer to the instructions on the packing slip or call 1.800.993.4923 (7 days a week, 4:00 am - 9:00 pm PST). Please view our return policy for more information. Back to top

DOES POTTERY BARN KIDS HAVE A COMPLETION PROGRAM?

Yes. Pottery Barn Kids offers a 10% completion discount on any or all items remaining on your Gift Registry. This offer is available toward unlimited purchases at any time up to six months after your event. You will receive a letter in the weeks after your celebration explaining the details. When you are ready to take advantage of the online completion discount, sign in to your registry and select Completion Program from the "Manage Registry" page. You will find more information on the program and a 10% discount will be applied to your purchase of remaining registry items during checkout. Back to top

DO CANADIAN POTTERY BARN KIDS STORES OFFER A BABY & GIFT REGISTRY?

Yes. Our Canadian stores recently introduced a Baby & Gift Registry program exclusively for our Canadian Registrants. Registry services are available in all of our Canadian stores. For information about creating or making purchases from a Canadian Registry, please visit or contact one of our Canadian Pottery Barn Kids stores. Back to top

HOW CAN I DELETE MY GIFT REGISTRY?

To delete your registry, you may call 1.800.993.4923, 7 days a week, 4:00 am - 9:00 pm (PST), or email us anytime. Back to top

Finding/Shipping From a Gift Registry

WHERE CAN I PURCHASE GIFTS FROM A POTTERY BARN KIDS GIFT REGISTRY?

You can purchase gifts from a Gift Registry online, by calling 1.800.993.4923, or by visiting any Pottery Barn Kids store. Back to top

HOW DO I FIND A GIFT REGISTRY?

There are three ways to find a Gift Registry: search online, visit any Pottery Barn Kids store,  or call 1.800.993.4923 (7 days a week, 4:00 am - 9:00 pm PST). Finding a Gift Registry online is as easy as selecting Registry from the Home Page or from the top navigation. Once you are in the registry section, click on "Find A Registry". Enter the registrant's name and select "Find Registry". You can include the registrant's state of residence to help narrow the search, but this information is not required. Once you find the Gift Registry that you are looking for, click on the name to view the registry. If you are unable to find the Gift Registry or a gift that you would like to purchase, browse our Gift & Occasion section to find the perfect gift. Back to top

WHAT IF I CANNOT FIND A GIFT REGISTRY ONLINE, AND I KNOW THAT SOMEONE IS REGISTERED WITH POTTERY BARN KIDS?

If you are searching for a U.S. registry, please note that, for privacy reasons, some people choose to limit access to their online gift registry. If you cannot find the U.S. registry you are looking for, call 1.800.993.4923 (7 days a week, 4:00 am - 9:00 pm PST) or contact any Pottery Barn Kids store.

If you are searching for a Canadian registry, please note that Canadian registries are not accessible online. For assistance with a Canadian registry, please contact a Canadian Pottery Barn Kids store. Back to top

IF I AM PURCHASING A GIFT, DO I NEED A PASSWORD TO ACCESS A GIFT REGISTRY?

To ensure their privacy, some registrants choose to have friends and family use a gift-giver password. The registrant must advise gift-givers of this password in order to gain access to the Gift Registry. Back to top

WHAT SHOULD I DO IF I FORGET THE GIFT-GIVER'S PASSWORD?

Please contact the registrant directly. For privacy reasons, Pottery Barn Kids will only disclose the password to the registrant. Back to top

HOW DO I PURCHASE AN ITEM FROM AN ONLINE GIFT REGISTRY?

Once you have found the Gift Registry, simply select the item(s) that you wish to purchase entering the quantity you would like to purchase in the box beside the item. Once you have selected all of your items, click the "Add to Shopping Cart" button which is at the top and bottom of the list. This will start the checkout process. Back to top

CAN I SELECT A GIFT FROM MERCHANDISE NOT INCLUDED ON THE GIFT REGISTRY LIST?

Yes. Simply click on "Gift Ideas" to choose from a selection of recommended gifts. If you purchase something that was not previously on the Gift Registry, it will appear on the registry as having been purchased so that other gift givers know not to purchase the same item. Back to top

CAN I INCLUDE A GIFT CARD WITH GIFTS PURCHASED ONLINE?

Yes. During the checkout process, you have the option of typing a personal message that will be printed on a card and included with the gift. For larger items, the gift message will be printed on the packing slip. Back to top

WILL YOU GIFT WRAP AN ITEM SELECTED FROM A GIFT REGISTRY?

Yes. For an additional charge of $6.00 per address, we will wrap your order in our exclusive blue-and-white gingham paper and include your printed message on a Gift Card. The gift wrap option is made available to you during the checkout process. If you choose to gift wrap more than one item online, each item will be wrapped separately (at no additional charge). To wrap multiple items together, you can call Customer Service at 1.888.779.5176 (7 days a week, 5:00am to 9:00pm (PT)). We regret that large items and those shipped directly from the manufacturer cannot be gift wrapped. Back to top

HOW DO I PURCHASE GIFT CARDS ONLINE?

It is easy to purchase a Gift Card online. Click here to order a Gift Card online, or call 1.800.993.4923 and a sales associate will be happy to help you. Gift Cards are available in the following denominations: $25, $50, $75, $100, $150, $200 and $250.

The Gift Card will arrive in a special gift envelope that includes your personalized message.

There is no shipping and processing charge for Gift Cards if you select Standard Delivery (7-10 business days). If you wish, we can also ship the Gift Card via Next Day Delivery for an additional $8.50 per order. Next day orders received by 9am (Pacific Time) Monday - Friday will arrive next business day; orders placed after 9am Friday - Sunday (Pacific Time) arrive on Tuesday. Back to top

HOW DO I REDEEM GIFT CARDS OR MERCHANDISE CREDIT CARDS?

Gift Cards or merchandise credit cards may be redeemed online, through our catalog, or at Pottery Barn Kids stores. And, as an added benefit, Pottery Barn Kids gift cards may also be redeemed at any of the following brands: Pottery Barn, PBteen, Williams-Sonoma and west elm. To redeem online, enter the 16-digit card number and the 8-digit pin number in the "REDEEM GIFT CARDS OR PROMOTIONS" section on the Payment Information page during checkout. There will be the option to enter up to five Gift Cards or merchandise credit cards per order, which will automatically be deducted from your total. Back to top

HOW DO I CHECK THE BALANCE OF GIFT CARDS OR MERCHANDISE CREDIT CARDS?

To check the balance of your Gift Card or merchandise credit card online, click here.

To see the amount remaining on your card, type in the 16-digit card number and the 8-digit pin number, then click "Check Balance". Back to top

CAN I PURCHASE AND REDEEM PAPER GIFT CERTIFICATES ONLINE?

Paper Gift Certificates can be redeemed through our catalog or at any Pottery Barn Kids store. We regret that Gift Certificates cannot be purchased or redeemed online. Back to top

HOW CAN I PURCHASE A GIFT CARD?

You can purchase a Gift Card online, by calling 1.800.993.4923 or by visiting any Pottery Barn Kids store. Back to top

HOW DO I KNOW IF AN ITEM IS ON BACK ORDER OR IS NO LONGER AVAILABLE?

As you shop, we will let you know if an item is on back order or is no longer available. If the item is on back order, we will tell you the date when we expect it to be available for shipment.

When an item you have registered for is backordered and is not due in stock by the week prior to your event, we will send you an email to let you know at least two weeks in advance of your date. (Friends and family can still purchase these items for you for a later delivery.) We will also send you an email if a product is no longer available so you can add something else to your registry instead. Back to top

WILL POTTERY BARN KIDS CONFIRM MY ONLINE ORDER?

Yes. If you provide your email address when placing an order, we will send you a confirmation notice within 24 hours. Back to top

HOW CAN I CHECK THE STATUS OF AN ONLINE ORDER?

You can check the status of an order with our Track Your Order service within the Customer Service section. All you need is the order number and your billing zip code. Alternatively, you can call 1.800.993.4923 (7 days a week, 4:00 am - 9:00 pm PST), and we will check the status of your order. Back to top

CAN I PURCHASE ITEMS FOR MYSELF OR SOMEONE ELSE WHILE I AM SHOPPING FROM A GIFT REGISTRY?

Yes. Once you have selected items from a Gift Registry, select the Pottery Barn Kids link in the bottom navigation. This will take you out of the Gift Registry area and into the other areas of the site. You can then select items for yourself or someone else. When you are finished, you can proceed to checkout, where you can make all of your purchases in one transaction.

Please note that when you place a registry order and a non-registry order at the same time, your registry items will be charged separately on your credit card, and you will receive a separate confirmation email for your registry order. Back to top

WHAT SHIPPING OPTIONS ARE AVAILABLE?

Click here to view our shipping information. Back to top

TO WHOM WILL A GIFT BE SHIPPED?

You may choose to have a gift shipped directly to the registrant or, if you prefer, to another address that you may specify. If you choose to ship directly to the registrant, we will send the gift to the address they have specified. For privacy reasons, you will not see the registrant's shipping information during this process. Back to top

HOW CAN I PURCHASE GIFTS FROM A REGISTRY CREATED IN CANADA?

Please contact one of our Canadian Pottery Barn Kids stores to purchase gifts from a registry created in Canada. Back to top

WILL MY PERSONAL INFORMATION BE SHARED IF I PURCHASE A GIFT FROM A GIFT REGISTRY?

No, we do not share your personal information. You will, however, be automatically added to our mailing list. Back to top

Pottery Barn Kids Credit Card

WHAT IS THE POTTERY BARN KIDS CREDIT CARD?

The Pottery Barn Kids Credit Card can be used to make purchases at any Pottery Barn brand store, catalog or website. Pottery Barn brands include Pottery Barn, Pottery Barn Bed and Bath, Pottery Barn Kids and PBteen. Back to top

HOW CAN I APPLY FOR A CARD?

There are three easy ways to apply for a Pottery Barn Kids Credit Card - online, by calling 1.800.993.4923, or by visiting any Pottery Barn or Pottery Barn Kids store. Back to top

WHAT ARE THE BENEFITS OF THE CREDIT CARD?

When you open your Card you will be automatically enrolled in the Rewards Program for Certificates that can be redeemed for merchandise. Other benefits include updates on new products, sales and special events; no annual fee; preview new items each season, manage your account online and your card is accepted at any Pottery Barn brands' store, catalog and website. Additional information. Back to top

WHAT IS THE POTTERY BARN REWARDS PROGRAM?

Use your Pottery Barn Kids Credit Card when you shop, and you'll earn Rewards Certificates redeemable for merchandise at any Pottery Barn brands' store, catalog and website. Earn one point for every dollar you spend with your Card. For every 250 points accumulated, you will receive a $25 Rewards Certificate. Rewards Certificates will be issued as part of the monthly billing statements and must be used within 180 days of the date of issuance. Back to top

HOW DO I REDEEM MY POTTERY BARN REBATE AND REWARDS CERTIFICATE?

Rewards Certificates can be redeemed for merchandise at any Pottery Barn brands' store, catalog or website. Certificates cannot be combined with any non-sale related promotional offer. Certificates cannot be credited to an account, redeemed for cash or used to purchase gift certificates. If the purchase total is more than the value of the Rewards Certificate, the difference must be charged to the Pottery Barn Kids Credit Card which must be in good standing and/or not more than two months past due at the time the Certificate is redeemed or Certificate can not be redeemed for more than its value. If the purchase total is less than the value of the Certificate, the difference can not be credited to any account, used as payment on your Pottery Barn Kids Credit Card account, redeemed for cash/merchandise credit or used to purchase gift certificates.

Certificates must be used by the expiration date printed on the front. Lost, stolen or destroyed Certificates will not be replaced. The Pottery Barn Rewards Program is provided by Williams-Sonoma, Inc., which is solely responsible for the Program operation. Williams-Sonoma, Inc. reserves the right to change or discontinue the Program at any time without any notice. Back to top

Pottery Barn Kids Canada

HOW CAN I FIND MORE INFORMATION ABOUT POTTERY BARN KIDS IN CANADA?

Thank you for your interest. Please visit our Canadian website at www.potterybarnkids.ca for information or to be notified of store openings in Canada. At this time we regret that we are unable to ship catalogs to Canada. Back to top

HOW CAN I FIND MORE INFORMATION ABOUT POTTERY BARN IN CANADA?

Thank you for your interest. Please visit our Canadian website at www.potterybarn.ca for information or to be notified of store openings in Canada. At this time we regret that we are unable to ship catalogs to Canada. Back to top

HOW CAN I FIND MORE INFORMATION ABOUT WILLIAMS-SONOMA IN CANADA?

Thank you for your interest. Please visit our Canadian website at www.williams-sonoma.ca for information or to be notified of store openings in Canada. At this time we regret that we are unable to ship catalogs to Canada. Back to top