Frequently Asked Questions

Looking for FAQs for International shopping? Click here.


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

Are prices online the same as prices in stores?

No. The prices displayed on our website may differ from prices that are available in stores.

How can I check my order status?

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.

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.)

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.

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.

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.

How do I know if an item is on back order or 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.

Gifts + Gifts Cards

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.

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.

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".

Is there an expiration date for a Gift Card?

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

What if I lose my 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.

Does Pottery Barn Kids offer coupons, coupon codes, promotions or other deals?
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 addresses that are new to PBK.


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 or call 800.430.7373.

How do I make a return?

For complete information about our return policy, visit our Returns page.

Shipping and Processing

How are shipping and processing charges calculated?

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

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.

Fees per address for 
Next Day Delivery and Processing service are calculated in addition to regular Shipping and Processing Charges.

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 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.

What shipping options are available?

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.

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.


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.

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.

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 and select postal codes in Canada.

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.


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.

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 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.

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.


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.

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.

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.

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.

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.

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.

How long do registries remain online?

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

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.

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.

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.

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.

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.

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.

The Pottery Barn/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.

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.

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.

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.

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.

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 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.