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 and ask us to check your order status.

Can I order by telephone?

You can always place an order by telephone 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 device 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 device within 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.

How can I change or cancel my order?

To make a change or cancel your order, please contact Customer Service at 1.800.993.4923. Once your order has been placed, it cannot be cancelled for UPS deliveries because your order has been processed for a timely delivery. We cannot accept returns on monogrammed, personalized, final-sale or special-order items, or on items damaged through normal wear and tear.

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 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 Pottery Barn Kids.


Hassle Free Returns

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 purchased online or in store, you are dissatisfied for any reason you may return your purchase for a refund of the merchandise value with our online or in-store return service. 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 1.800.430.7373.

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?

We offer two types of shipping and processing: standard and rush delivery.


Our shipping and processing charges are intended to compensate our company for processing your order, handling and packing the products you purchase, delivering them to you, and covering related overhead. Most purchases shipped from our warehouses will arrive within 4-5 business days. If there is a delay, we will notify you by mail or email. Some items sent directly from our suppliers may take longer, and items ordered together may not arrive in the same box. Items shipped to Alaska and US Territories are delivered by UPS or USPS at our regular shipping and processing fees, with an additional charge of $10. Some heavy or oversized items cannot be shipped outside the contiguous 48 states. For customers wishing to ship orders to US Territories, APO or FPO addresses via Parcel Post, please call our Sales Department @ 1.888.779.5176.


Standard Shipping - 48 States See Shipping & Processing Chart 4 - 5 business days
Next Day Shipping - 48 States Add $17.50 Order by 6pm for Next Day Delivery
Alaska Add $10.00 5 business days
U.S. Territories* Add $10.00 10 - 15 business days

*The regular shipping and processing charges stated on the Delivery and Processing Charges Chart cover Parcel Post delivery. These charges do not include Surcharges that may apply to some items or Next Day Charges.


For an extra charge of $17.50 per address, within the contiguous 48 states, 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. Note: Next Day Delivery service is not available for some oversize items, Premium In-Home White Glove Delivery, out of stock items, items on backorder, personalized items or for items shipped directly from the manufacturer. For questions, please call 1.888.779.5176.

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

What is Unlimited Flat Rate Furniture & Freight Delivery?

With Unlimited Flat Rate Furniture & Freight Delivery, an unlimited number of eligible furniture items in your order can be delivered for a single flat rate. Eligible items will display "Unlimited Flat Rate Delivery" on the product page. The exact shipping charge is based on your shipping location and will be applied in the Checkout Payment & Review page.

We'll call you in advance to schedule a delivery time, then bring the item into your home, unpack and inspect it, perform simple assembly, and dispose of all packaging material. Please note, we cannot unpack and assemble outdoor patio structures, select grills, marble and stone sink consoles, lighting, mirrors, rugs, headboards attached to a metal frame and any items requiring home installation. 

Special Order Items (usually upholstered furniture)
Arrives in 8 - 10 weeks

In-Stock Items (usually non-upholstered items and Quick Ship furniture)
Arrives in 7 - 10 days in most metropolitan areas**
Arrives in 1 - 4 weeks in all other area

** Metropolitan areas eligible for 7-10 day shipping: San Francisco, Los Angeles, Las Vegas, Denver, Phoenix, New York City, Baltimore, Boston, Dallas, Atlanta, Chicago, Detroit, Columbus, Cromwell, CT, Raleigh/Charlotte, NC, & Tampa/Ft. Myers/Orlando and Miami/Ft. Lauderdale, FL.
Delivery is by appointment Tuesday - Saturday in most major metropolitan areas, with Monday delivery available in some areas. Our delivery service will contact you to arrange a delivery date. Service to outlying areas may be restricted based on geographic location. Unlimited Flat Rate Furniture + Freight Delivery items cannot be shipped outside the contiguous 48 states. Please call Customer Service at 1.877.812.6235 for further delivery details.

Can I have multiple ship-to addresses?

Yes. You may specify a ship-to address for both before and after the event. Make sure when designating an address that there will be someone present to accept deliveries. Unlimited Flat Rate charges will be applied to each shipping address. 


How is furniture delivered?

Except when sent through our Premium In-Home White Glove 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.

How are shipping and processing surcharges calculated?

Shipping and processing charges are based on the merchandise total for each delivery address.

What is a Delivery and Processing Surcharge?

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 delivery and processing charges.

What is Premium In-Home White Glove Delivery and which items qualify?

With Premium In-Home White Glove 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 premium in-home white glove deliveries in major metropolitan areas only. Due to the special care involved, items shipped with our Premium In-Home White Glove Delivery service may take longer than other items to arrive. To confirm delivery timeframes in your area, please call 1.800.993.4923.

How are beds delivered?

Complete beds are delivered by our Premium In-Home White Glove Delivery service. Headboards are delivered by an alternative delivery service, and assembly service is not available for headboards.


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.

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 create a registry?

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, 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 20% 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 20% 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 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. 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 Credit Card

What is the Pottery Barn Credit Card?

The Pottery Barn Credit Card can be used to make purchases at any Pottery Barn store, through our catalog or website. Pottery Barn brands include Pottery Barn, Pottery Barn Bed and Bath, Pottery Barn Kids, PBteen and Pottery Barn Outlet stores.

How can I apply for a card?

There are three easy ways to apply for a Pottery Barn Credit Card: apply online, call 1.800.695.1788, or visit any Pottery Barn, Pottery Barn Kids, PBteen, or Pottery Barn Outlet store. Comenity Bank issues Pottery Barn Credit Card accounts.


What are the benefits of the Credit Card?

Earn 10% back in Rewards* or opt for 12 months special financing** when you shop with your Pottery Barn Credit Card. Additional benefits include: special offers throughout the year, sale announcements, exclusive events and updates on new products. Plus, there's no annual fee***. You can also manage your account online. Your Pottery Barn Credit Card can be used for purchases with all Pottery Barn brands. To learn more click here.

What is the Pottery Barn Rewards Program?

The Pottery Barn Rewards Program is automatically available to new Pottery Barn Credit Card customers. Reward points begin accumulation with first purchase. Transactions greater than $750 may choose between earning rewards or promotional financing. You will earn $25 for every $250 spent (one point for every dollar spent) with your Pottery Barn Credit Card at any Pottery Barn brand store, catalog or website. Points are awarded on all of your purchases (net of returns and credits) with any Pottery Barn brand, as mentioned above. Points are awarded on catalog and website purchases at the time of shipment/billing. Point balances will carry over from statement to statement until a Reward Certificate is earned. After 36 months, any accrued points that did not contribute to the issuance of a Rewards Certificate will automatically expire. Monthly point activity is detailed on your monthly billing statement.

Reward Certificates are issued monthly depending on your balance at the close of business every billing cycle and will be sent to you within 4-6 weeks. Your account must be open, in good standing and/or not more than two payments past due at the time the Reward Certificates are issued. At the end of each billing cycle, you will earn a Rewards Certificate if you have accumulated at least 250 points. Rewards Certificates must be used within 180 days of the date of issue.

How do I redeem my Pottery Barn Rebate and Rewards Certificate?

Rewards Certificates are only redeemable for merchandise at any Pottery Barn brand catalog, store or website. Reward Certificates cannot be applied to past purchases and must be used in conjunction with a new order. Reward Certificates cannot be combined with any non-sale related promotional offer, credited to an account, redeemed for cash, or used to purchase gift cards. If the purchase total is more than the value of the Reward Certificate, the difference must be applied to the Pottery Barn Credit Card which must be in good standing and/or not more than two payments past due at the time Reward Certificates are redeemed. Reward Certificates will not be refunded with returns or cancellations. If entire Reward Certificate amount is not used, unused amount is forfeited. Reward Certificates are valid for one use only. If the purchase total is less than the value of the Reward Certificate, the difference cannot be credited to any account, redeemed for cash/merchandise credit, or used to purchase gift cards. In the stores, the Reward Certificate must be surrendered at the time of purchase. Use the Code printed on the Reward Certificate when redeeming it online or through a catalog. No additional Reward Certificates will be issued after program termination. Lost or stolen Reward Certificates will not be replaced. Reward Certificates are rounded up to the nearest dollar. Reward Certificates cannot be sold or otherwise bartered or transferred.

The Rewards Program is provided by Pottery Barn, which is solely responsible for the Program operation. Pottery Barn may change the terms and conditions of this Program at any time. See rewards terms and conditions for details.

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.