Help Topics - General Shopping

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Orders & Returns

How do I track my order?

You can track your order 24 hours after it is placed.

Can I return or exchange an item?

Eligible items can be returned for a refund of the merchandise value within 30 days of receiving an order or 7 days for Quick Ship upholstery items. An original receipt or gift receipt is required.

How to Return

  • Return by UPS – print a return label from our Returns Policy page and bring to a UPS location. 
  • For non-custom furniture and other oversized items, call Customer Service at 1.800.993.4923
  • Return to Stores – you can return non-furniture items to your local Pottery Barn Kids store for free.

Items Not Eligible for Returns

  • Monogrammed/Personalized items
  • Made to Order items, including custom rugs and furniture
  • Mattresses
  • Gift cards
  • Final sale items (with prices ending in $.X7 or $.X9)
  • Items damaged through normal wear and tear

Complete details

See our full Return Policy.

How can I change or cancel my order?

To change or cancel your order, contact Customer Service at 1.800.993.4923 Front Door deliveries cannot be canceled as they are processed immediately to ensure quick arrival. We cannot accept changes or cancellations on some items, view our Return Policy.

Can I ship items to multiple addresses?

When you checkout, you will be given the option on the shipping page to "Ship to multiple addresses".

Why Is the price for an item different from when I added it to the shopping cart?

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.

Monogram & Personalization

Can I return a monogrammed item?

Unfortunately, we do not offer returns on personalized products. Verify your monogram or personalization is correct before purchasing.

What is the correct way to list initials for a monogram?

When selecting a style for your monogram, the order of initials varies according to the style. When the center letter is taller than the others, the order of initials is traditionally first/last/middle. For example, say 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. See our personalization guide for details.

Shipping & Delivery

Shipping Options & Charges

What shipping options are available?

Our products are delivered in two ways, either: 

  • Front Door Parcel Delivery (e.g., UPS, USPS) to your delivery address
  • Truck Delivery for most furniture and other items that exceed parcel carrier shipping weight limits; usually includes our Premium White Glove service and Unlimited Items for a Flat Rate fee
What does "Unlimited Flat Rate" mean?

Unlimited Flat Rate is the fee structure applied to our Truck Delivery for most orders. Items eligible for Unlimited Flat Rate Delivery will be indicated on the product page.

With Unlimited Flat Rate Shipping, an unlimited number of eligible furniture and select non-furniture items can be delivered for a single flat rate, per shipping address. Your order will ship when all items in your order are available for delivery.

Truck Delivery usually includes our premium White Glove Service - items are delivered to your home by appointment to your room of choice— and are then unpacked and fully assembled (installation is not included).

How do you deliver furniture?

Most furniture is delivered by truck delivery with our White Glove service: items are delivered to your home by appointment to your room of choice and they are unpacked and fully assembled. Some smaller furniture pieces can be delivered by parcel carrier which does not include White Glove service (check the product page for details).

For Beds, we're happy to place headboards, in their original packaging, in any room you desire, but we're not able to unpack, inspect or attach them to existing bed frames.

What does "Quick Ship" mean?

If an upholstered item is marked as "Quick Ship" it means that it is stocked at one of our warehouses, and is available to be delivered within 2 to 4 weeks. There is no additional charge for Quick Ship items. Note that Quick Ship status is subject to product availability at time of shipping.

How do you calculate shipping and processing charges?

For Front Door Shipping, shipping and processing charges are based on the merchandise total for each delivery address. If available, next day delivery incurs an additional charge. 

For Truck Delivery, unlimited flat rate shipping and processing charges are based on the distance from our warehouse to the shipping address, as well as order total. 

Refer to our Shipping Information for current rates & charges.

What is a Delivery Surcharge?

Items that are bulky, heavy, or of limited availability may have a delivery surcharge in addition to standard delivery and processing charges. This charge is shown on the product page by the item price and is in addition to regular delivery and processing charges.

Which deliveries will be charged 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 further assistance please call Customer Service department at 1.800.993.4923 or send an email to


Can I send a gift message on each package?

Can I send a gift message on each package?

Can I delay the shipment of my order?

If you wish to place an order but delay its shipment to a later date, please do so through our Customer Service Center. Call 1.800.993.4923, and one of our sales associates will be happy to assist you.

Can I Ship To...?

Can I ship to a PO Box?

We can ship most items to a P.O. Box. This excludes oversized items and those shipped directly from our manufacturers. You will receive a message during checkout if the item is not eligible to ship to a PO Box.

Can I ship an order to an APO/FPO address?

Yes, for an additional charge of $10.

When entering an APO or FPO address, please follow this example:

Name: PO3 Chuck Williams

Address Line: Marine Division Sct 1

Address Line: USS Wisconsin BB–64

ZIP Code: 12345 (use actual zip code)

City: FPO (use "APO" if approriate)

State: AA or AE

Can I ship to foreign countries?

Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in various foreign countries. Learn more.

Can I ship to Canadian addresses?

Yes! Visit our stores or shop now at

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. 

Gifts & Gift Cards

Why can't I gift wrap an item?

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.

How do I purchase Gift Cards online?

We offer gift cards and EGift Cards here.

How do I check my balance or redeem a gift card, EGift card or merchandise credit online?

To redeem, enter the 16-digit Gift Card number and the 8-digit PIN (both numbers can be found on the back of the card) at checkout, and the Gift Card value will be deducted automatically from your total.

Check your gift card balance

Am I able to return the EGift Card?

You may not return or cancel your Pottery Barn 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  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.

What if I lose my gift card, EGift card or merchandise credit?

Please think of Gift Cards, EGift Cards and merchandise credit cards like cash.

Also, please protect the cards from magnets and other potentially damaging items, as you would a bank credit card; if the magnetic strip is damaged, the value could be lost.

If your EGift Card was lost or stolen, contact Cash Star Customer Support immediately.

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.

Pottery Barn Credit Cards

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 Kids, PBteen and Pottery Barn Outlet Stores.

What are the benefits of the Pottery Barn Credit Card?
How can I apply for a Pottery Barn Credit Card?

There are two easy ways to apply for a Pottery Barn Credit Card:

  1. Apply online
  2. Visit any Pottery Barn, Pottery Barn Kids, PBteen, or Pottery Barn Outlet stores. 

Comenity Bank issues Pottery Barn Credit Card accounts.

How do I manage my Pottery Barn Credit Card Account?
What is the Pottery Barn Kids 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. 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.

Additional information

How do I redeem my Rewards Certificate?

Rewards Certificates are redeemable for merchandise only at any Pottery Barn, Pottery Barn Kids, PBteen brand stores, catalog or website. Certificates cannot be combined with any promotional offer, credited to an account, redeemed for cash, applied to past purchases or used to purchase gift certificates. If the purchase total is more than the value of the Certificate, the difference must be applied to the Pottery Barn Credit Card; it must be in good standing and/or not more than two payments past due at the time Certificate is redeemed otherwise the Certificate can not be redeemed for more than its value. Certificate is valid for one use only. If the purchase total is less than the value of the Certificate, the difference cannot be credited to any account, redeemed for cash/merchandise credit or used to purchase a Gift Card. In stores, Certificates must be surrendered at the time of purchase. Use the Code printed on the Certificate when redeeming it online or through our catalog. No additional Certificates will be issued after program termination. Lost or stolen Certificates will not be replaced. Certificate credit may appear on your monthly billing statement before the charge of your purchased product(s) due to the timing of the product shipment date, when the Credit Card is charged and billing cycle dates. Certificates may not 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.

Additional information

Business Sales

What services do you offer for Business Or Interior Designers?

We provide dedicated sales and services to interior designers, home developers, hotel, and business gift buyers. Learn more


Where can I view store locations and hours?

View our Store Locator

Where can I find information about classes and other store events?

View our Store Events

Are there any Pottery Barn Kids Stores outside of the contigious 48 states?

Online Security

When I submit credit card information online, is it secure?

Pottery Barn Kids has sophisticated encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our systems. Specifically, every page in the ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it. However, we cannot guarantee or warrant the security of any information you transmit to or from our website, and you do so at your own risk. To help ensure others will not have access to your credit card information while on our website, we urge you to sign off your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.

Will Pottery Barn Kids Sell Or Rent My Information To Other Companies?

We'll communicate with you only if you want to hear from us. If you prefer not to receive information from us or from our select partners, please let us know by calling our Customer Service department at 1.800.993.4923 or send an email to

If you'd like to update or correct your email address, street address or other personal information, please contact us at 1.800.993.4923 or

Please note that sometimes these requests may take up to 6-8 weeks to be effective, particularly if we're removing your name from postal mailings.

Product Safety

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.

Are there any Pottery Barn Kids' Product Safety Recalls?