FAQ

THE POLY AND BARK STRESS-FREE, PRICE GUARANTEE

We know you want to shop around (we don't mind) and sketch out that room over and over again before deciding on what to purchase. We've already taken the stress out of buying furniture online with our Free Shipping and 100-day returns. Now we are going a step further...

PRICE INCREASE: If the price of a product increases, we will honor the previous lower price for 30 days (excludes sales).

PRICE DECREASE: We want you to shop safe in the knowledge that you are getting our best pricing! Therefore, if an item goes on sale or if the price decreases within 30 days of your purchase, please reach out to us and we will refund the difference.

Please Note: Our price guarantee does not apply to items that are currently out of stock and not available to purchase, shipping or upgraded delivery fees, extended warranties, or other digital products and services.

We collect sales tax where we are required to by law. Any applicable taxes will be calculated at checkout.

Currently we don't have any showrooms. This allows us to offer the great pricing you see since we do not have any showrooms or sales people. 

Most of our items are suggested for indoor use unless specifically mentioned in the item’s description or "Details" tab. If you’re going to use any item such as chairs outdoors, it’s suggested that you not leave them uncovered in the elements, and bring them inside or cover them to extend their lifespan.
Instructions are included with each item sold on our website. If you need further help with furniture assembly, there are a number of product pages which have video guides on how to assemble your item. For lighting installation, we always suggest utilizing an electrician’s expertise to mount your fixture. For either furniture assembly or mounting installation, we also suggest using a service like taskrabbit.com to get some extra help!Light assembly during delivery is available to purchase at checkout for some of our furniture items.
Unfortunately, we do not price match with other retail websites. Various online retailers purchase Poly & Bark brand items and sell them directly, much in the same way they’d purchase a particular brand of shoe factory-direct and resell them to customers. This allows retailers to apply their own pricing rules to our products, such as applying different shipping methods, whereas we never charge for shipping.
Most of our items come as closed kits, and at present we're not able to make the kit components available for individual sale. However always reach out should you need something and we will check to see if we have what you need.
Unless otherwise stated, all of our products are designed for residential use, and commercial use will void the manufacturer's warranty. For any products that are tested to official commercial grade, this will be noted as such in the "Features" tab on the product page.While most items are not commercial grade, they are still stress-tested to commercial standards. This stress testing is how we determine the weight limits for our items.

Digital products on Poly & Bark include, but are not limited to, the following: Shipping charges, upgraded delivery/assembly fees, extended delivery area surcharges, extended warranties, and gift cards.

Gift Cards
Digital Gift cards purchased on Poly & Bark never expire.
Digital Gift Cards are non-refundable.
Digital Gift Cards may not be redeemed for Cash.

Store Credit
Store Credit expires 180 days after it's issued, and is non-refundable once used.
Store Credit may not be redeemed for Cash.

Our awesome customer service staff will be glad to help you with any other questions! Just drop us a line via the chat widget on the site, send us an email at help@polyandbark.com, or give us a call at (855) 310-1450!
Please visit our product care page for all things leather: https://www.polyandbark.com/product-careIf you still have questions or need advice, please contact our helpful customer support team!

Manufacturers Warranty

Things don’t always go as planned. In the unlikely event your item arrives damaged, please get in touch with us right away. Please inspect items before signing for the delivery. Please refuse delivery if there is significant visual damage to the outer packaging.

1 Year Manufacturer’s Warranty

Our standard manufacturer’s warranty covers defects in materials and workmanship for one year from the products’ date of delivery.

10 year Limited Warranty

We offer a 10 year limited warranty on all upholstered sofas (leather and fabric). This warranty covers structural elements, such as wood frames, springs, joints, bases, legs and hardware, which are integral to the items use. If you experience an issue with your item, please let us know. We will arrange replacement parts, repair, and if necessary, a full replacement or store credit. Please note that all our warranties only cover items purchased directly on www.polyandbark.com. Warranties are non-transferable. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, or commercial purposes will not be covered by our warranty. You can reach our customer care team via this link: Contact Us

Accidental Damage Protection

We’ve partnered with Mulberry to provide you with Mulberry Extended Protection plans you can count on for your Furniture and Rug purchases. 

WHAT’S COVERED?

  • All food and beverage stains
  • All human or pet stains
  • Accidental rips, tears or seam separation
  • Broken zippers and buttons
  • Chipped, peeling or cracked wood
  • Minor burn and heat marks
  • Defects in materials and workmanship once the Limited Warranty expires
  • Coverage begins Day 1 of delivery
  • Easy to file claims online Full repair or replacement 24/7 Customer Support.

FREQUENTLY ASKED QUESTIONS:

What is Mulberry? Mulberry works with us to provide you with extended coverage on the products you purchase from polyandbark.com. Mulberry handles the claims process from day one and is always available, should anything go wrong with your product. You can find more information at getmulberry.com.

How do I purchase Mulberry Extended Protection? It’s as easy as adding Mulberry Extended Protection to your cart with your Furniture or Rug products and checking out. Once you purchase coverage, you will immediately receive a welcome email from Mulberry with access to your dedicated Mulberry dashboard, which you can use to manage your plan, file a claim and contact their team.

How do I file a claim? Simply log in to your dedicated Mulberry dashboard at getmulberry.com/login for a 1-click, receiptless claims filing process. You can also contact the Mulberry customer support team via support@getmulberry.com.

What happens if I return or exchange my Poly & Bark products? Each Mulberry Extended Protection plan is tied to the specific product with which it was purchased. This means when you return or exchange your product, you will also need to cancel the warranty with Mulberry (and purchase a new plan if you prefer).

Our products are manufactured in Italy, India, Vietnam, Malaysia, Turkey, Indonesia, China, and Taiwan.
We do not use these substances in any of our furniture.
Our product photography was taken in-house with professional lighting to ensure that the colors are accurate. However, do be advised that your screen settings (such as brightness, contrast, and resolution) may affect how you see the colors and textures on your device.

Leather and Fabric Swatches are available for many products.


Please order swatches by following this link: Get Swatches

If you have any questions regarding our products, allow our super helpful customer support team to answer them by using this simple form: Contact


Yes, perfectly safe. All credit card information is handled with the same 256-bit encryption and physical security that banks use.

Of course! If you prefer to place your order over the phone, you can speak with our friendly customer service team!

We can be reached at (855) 310-1450 during our customer service hours:

Monday - Friday: 6:00am - 5:00pm PST

Outside of business hours you may send us an email at: hello@polyandbark.com and we will get back to you as soon as possible.

We accept all major credit cards (Visa, Mastercard, American Express, Diners Club, and Discover).

Customers are able to finance their purchase with our financing partner Bread, or lease to own with Katapult.

Customers are able to finance their purchase with our financing partners Bread, Klarna, Afterpay, or lease to own with Katapult.

These options are available at checkout.

You will be charged for your order at the time that you place it, including for any items which are out of stock at the time of purchase.
An order confirmation email is sent to you when you place your order. If you have not received it within a few hours of placing your order please contact us to let us know. Another email will be sent when your order has shipped to notify you with tracking information.
If you’re interested in adding another item after your initial order has been placed, you can just place a new order with the items you’re looking for!

At times, we will make items available for Pre-Order.

Items available for Pre-Order will show an extended Estimated Delivery Date on the Product page, as well as a notice at checkout.

Please note: Items may ship sooner or later than the date displayed.

We can only reserve inventory for paid orders. We can hold your paid order for up to 21 days, however, we cannot reserve an item that has not been paid for. Additionally, we are unable to reserve inventory for items that are currently out of stock.

THE POLY AND BARK STRESS-FREE, PRICE GUARANTEE

We know you want to shop around (we don't mind) and sketch out that room over and over again before deciding on what to purchase. We've already taken the stress out of buying furniture online with our Free Shipping and 100 day returns. Now we are going a step further...

PRICE INCREASE: If the price of a product increases, we will honor the previous lower price for 30 days.

PRICE DECREASE: We want you to shop safe in the knowledge that you are getting our best pricing! Therefore, if an item goes on sale or if the price decreases within 30 days of your purchase, please reach out to us and we will refund the difference.

Please Note: Our price guarantee does not apply to items that are currently out of stock and not available to purchase, shipping or upgraded delivery fees, extended warranties, or other digital products and services.

Most orders take 24-48 hours to process and ship out of our fulfillment centers unless a specific estimated shipping date is displayed. All delivery dates are estimates and actual delivery times may vary or be subject to change.

Our products are delivered in two ways, either:

Parcel Delivery Products marked "Parcel Delivery" in the "Details" tab on the product page, ship via small parcel delivery. Please refer to the product page and tracking info, for delivery estimate. Please Note:  Parcel-Delivery items may ship together with Truck-Delivery items in your order resulting in longer transit  times.

Truck Delivery (e.g. sofas, large tables, large order quantities, etc.) Products marked "Truck Delivery" in the details tab, ship using a freight truck.

We offer four delivery levels at checkout:

Front Door Delivery - delivered to the outside entrance of your home or building at the ground level

Enhanced Delivery - delivered to your room of choice on any floor

Premium Delivery - includes Enhanced Delivery & item setup

White Glove Delivery - includes Premium Delivery & packaging removal

If your apartment is above ground level, we recommend upgrading to either Enhanced, Premium, or White Glove Delivery.

Please note: upgraded delivery options and extended area surcharges ,are non-refundable once the item has shipped. During checkout, you will be provided an estimated delivery date window. Our delivery partner will contact you prior to your delivery date to schedule a delivery appointment.

Do I have to be present for my delivery?
For Parcel Delivery items, FedEx will simply deliver to your doorstep without requiring you to be home to receive the item. For Truck Delivery items, an adult must be present at the time of delivery in order to sign for the item. Unattended delivery for Truck Delivery items cannot be authorized.

Truck Delivery customers: Original packaging must be retained and used in the event of a return , otherwise a $99 repacking fee will be deducted from your refund. Customers who selected White Glove delivery as the delivery method will not need to retain packaging. ALL truck-delivery returns will need to be boxed up or protected with bubble wrap in order for a pickup to occur.

CHECK FOR DAMAGE

Carefully inspect your item as soon as you receive it, and notify us of any damage or defect within 48 hours of receiving your item. We cannot honor any claims of damage after 48 hours after the time of delivery.

(What does this mean?): If your item has any shipping damage or manufacturing defects, we want to know as soon as possible so we can assist you! In the unlikely event of any damage or defects, we want you to know that we're happy to help you resolve the issue.

SHIPPING

 

We offer Free Ground Shipping on all eligible orders*

*Certain regional zip codes excluded. Extended Area Delivery Surcharges may be added to the order at checkout. Please be aware, this delivery surcharge is not refundable once the order ships.

Please note that all delivery dates are estimates and actual delivery times may vary or be subject to change.

 

DELIVERY INFORMATION

Most orders take 24-48 hours to process and ship out of our fulfillment centers.

All delivery dates are estimates and actual delivery times may vary or be subject to change.

 

IMPORTANT: Items must be in new or like-new condition to be eligible for returns or exchanges. Original packaging must be retained and used in the event of a return or exchange. If an item is returned or exchanged without the original packaging, a repacking fee will be deducted from your refund. Please see below for more details. Items shipped with White Glove Delivery, do not need to be returned in the original packaging.

 

Our products are delivered in two ways:

Small Parcel Delivery

Products marked "Parcel Delivery" in the details tab, ship via UPS or FedEx. Please refer to the product page and tracking info for delivery estimate.

Please note: Parcel-Delivery items may ship together with Truck-Delivery items in your order resulting in longer transit times.

 

Truck Delivery (e.g. sofas, large tables, large order quantities, etc.) 

Products marked "Truck Delivery" in the details tab, ship using a freight truck.

We offer four delivery levels at checkout:

Front Door Delivery - delivered to the outside entrance of your home or building at the ground level

Enhanced Delivery - delivered to your room of choice on any floor

Premium Delivery - includes Enhanced Delivery & item setup

White Glove Delivery - includes Premium Delivery & packaging removal

If your apartment is above ground level, we recommend upgrading to either Enhanced, Premium, or White Glove Delivery. 

If your item/s needs delivery beyond 2 flights of stairs, please contact us with the additional stair count, so that we can inform our delivery partner. In some cases, additional delivery personnel may be required.

If your building requires a Certificate of Insurance and you need assistance please reach out to us for help.

Please note: Upgraded delivery options are non-refundable once the item has shipped. During checkout, you will be provided an estimated delivery date window. Our delivery partner will contact you prior to your delivery date to schedule a delivery appointment.

WHAT TO EXPECT FOR ORDERS WITH TRUCK DELIVERY

Your order will be in transit from our fulfillment center for approximately 7-21 days, depending on your delivery location. Please note your shipment tracking may not show any progress or movement during transit. Once your order arrives at your local delivery hub, and the delivery route has been established, you will be contacted by our final mile delivery partner to schedule a delivery appointment.

Estimated Delivery Date

Estimated arrival dates provided on the checkout page and on the carrier's website are estimates only that are subject to change. Due to the current extreme demand for shipping, transit times may be further delayed. Truck deliveries are unlike small parcel carriers such as UPS or FedEx and don't have regular routes to every neighborhood each day.

Once the carrier confirms the route, they will contact you at least 24 hours prior to delivery to confirm your appointment.

Delivery Appointment

As soon as our final mile delivery partner receives your shipment and confirms a route, they will contact you to confirm a delivery appointment day and time. Please make sure you will be present at the time of the delivery to receive your order.  

Same day / Next Day Delivery

For orders with same day or next day delivery available (applies in certain zip codes), the carrier will reach out within a few hours of receiving your order to schedule delivery.

Inspecting your delivery

Inspect every inch of your furniture as soon as you receive it. We will need to report any damage or issues to the carrier as soon as possible. It is important to us that your furniture arrives in perfect condition. We expect nothing less and neither should you. 

Approve and Accept

Before your order leaves our fulfillment centers, each package is inspected by our shipping team to make sure it is in perfect condition. However, we know damage can sometimes occur in transit. In the event that your furniture has been damaged, please note that on your Proof of Delivery form.

Refuse Delivery

Don’t worry if anything is damaged in transit—we have you covered! Before refusing the delivery, take some pictures of the damage and write "refusing delivery due to damage" on any documentation that the delivery partner requests you to sign. After you have refused delivery please call our friendly customer support team, weekdays between 6 AM to 5 PM PST at 1-855-310-1450, or chat with us live on our website.

Most orders will ship out from our fulfillment centers within 1-2 business days, unless otherwise noted on the product page.

For Truck Delivery items, we currently offer four delivery levels at checkout: 

Front Door Delivery - delivered to the outside entrance of your home or building at the ground level

Enhanced Delivery - delivered to your room of choice on any floor

Premium Delivery - includes Enhanced Delivery & item setup

White Glove Delivery - includes Premium Delivery & packaging removal

If your apartment is above ground level, we recommend upgrading to either Enhanced, Premium, or White Glove Delivery.

If your item/s needs delivery beyond 2 flights of stairs, please contact us with the additional stair count, so that we can inform our delivery partner. In some cases, additional delivery personnel may be required.

If your building requires a Certificate of Insurance and you need assistance please reach out to us for help.

Upgraded delivery methods are non refundable once the item has shipped.

Yes, an email with a tracking link will be sent once we’ve packed and shipped your order. Please note that all delivery dates are estimated and actual delivery times may vary or be subject to change.
With Parcel Delivery shipments, you’ll be notified with tracking that will indicate when your shipment is due to arrive. If you would like a notification, you can log into the UPS or Fedex site to request notifications to be sent via email when your shipment is near.  For LTL shipments, our Freight delivery partners will call ahead of time to schedule a delivery appointment.

As long as your order hasn’t already shipped, we can put a hold on your order for up to 21 days until you’re ready for us to send it! Just reach out to our customer service team to get this set up.

Once an item has shipped, it may be held free of charge for up to 2 weeks.  If a longer hold is requested, the customer will be responsible for any fees imposed by the carrier. 

At present, we only ship to physical addresses within the contiguous United States. If you need to ship elsewhere, please contact our customer service team for assistance.

 

We do not currently ship to PO Boxes or the like, and require a street address in order to ship.
As long as your order hasn’t shipped, we can make any changes to the order that you need! If your order has already shipped, it will be necessary to contact UPS about changing the address.
Parcel Delivery services like UPS and Fedex will make up to three attempts to deliver your packages, so don’t worry if you miss the first attempt! All Truck Delivery services call ahead to arrange delivery, and will hold your shipment locally for a few days while they call again to arrange another dropoff.
In a multi-pack shipment, part of your order may get separated from the rest of the order. This usually happens because one truck was filled before the entirety of your order was loaded onto it. If you ever notice that your whole order hasn’t shown up, be sure to check your tracking link; on the tracking page you’ll see a link reading “Packages in shipment”, which will show you the individual tracking numbers of each piece of your shipment.

We want you to love our products as much as we do, we therefore offer a 100-day return window. If your item isn’t perfect for your space, we’re here to help! 

Clearance, Last Chance, and Final Sale items are not eligible for returns. 

Important: Items must be in new or like-new condition to be eligible for returns or exchanges. Original packaging must be retained and used in the event of a return or exchange. If an item is returned or exchanged without the original packaging, a repacking fee will be deducted from your refund. Please see below for more details. Items shipped with White Glove Delivery, do not need to be returned in the original packaging.

Number of free returns

Each household may return ONE item, free of charge per category. Any subsequent returns in the same category will have the cost of return shipping deducted from the refund. Items sold as a set are considered one item.

(What does this mean?): For example, you may return your first sofa, sectional, daybed or sofa bed completely free of charge! However, if you order and return one sofa, then order another sofa and request a return, then the cost of shipping will be deducted from the refund. This also means that you may order and return an item from another category at no additional charge for a full refund. For example, if you place an order for a sofa and table and decide to return both, or purchase a bed after previously returning a sofa, all items will be due a full refund. 

If you would like to know the cost of return shipping for your order please contact our friendly customer care team. 

RETURNS

If you would like to initiate a return, please give us a call at (855) 310-1450, or email help@polyandbark.com.

Your item may be returned for any reason, whether you tried it in your space and found it wasn’t quite right or if you just had a change of heart. We’ll gladly accept your return.

Items must be in new or like-new condition to be eligible for returns or exchanges.

Extended Area Surcharges

For some addresses, Extended Area Delivery Surcharges may be added to the order at checkout. Please be aware, this delivery surcharge is not refundable once the order ships. In the event of a return, additional Extended Area Delivery Surcharges (the same amount that was charged at checkout) will be deducted from your refund.

SHOULD I KEEP MY PACKAGING?

Original packaging must be retained and used in the event of a return or exchange. If an item is returned without the original packaging, a repacking fee will be deducted from your refund:

~$49 per item for Small Parcel Delivery item.

~$99 per item for Truck Delivery items. This fee will be waived for customers who upgraded to White Glove Delivery at checkout.

(What does this mean?): When you're receiving your delivery, some delivery crews may offer to remove the packaging as a courtesy. Even if a delivery crew offers to do this for you, please remember to retain all packaging when you receive your item, and hold onto it for the duration of the return period. Carriers are unable to PICK UP OR RETURN an unpackaged item. If you need to make a return, any shipping carrier that may pick up the item from your home can only do so if your item is packaged. If you dispose of the original packaging and then need to make a return, we would require the item to be packaged before authorizing a pickup. An example of an acceptable alternative is bubble wrap. Any items returned without original packaging are subject to a repacking fee.  This will include items that have been bubble-wrapped or otherwise repackaged without the original box. 

ALL Truck Delivery returns (including orders with White glove Delivery purchased at checkout with packaging removal included) will need to be boxed up or protected with bubble or saran wrap in order for a pickup to occur. The fee for non-original packaging will be waived for customers who upgraded to White Glove Delivery at checkout. 

In the event of a return, all upgraded delivery options (Enhanced Delivery, Premium Delivery, White Glove Delivery) are non-refundable. 

All Truck Delivery returns will be picked up at the outside entrance of your home or building at the ground level. If you require a pickup from inside your home, disassembly or repackaging of your items, a $99 service fee will be deducted from your refund. These additional services may not be available in every zip code.

Damage Upon Delivery

Things don’t always go as planned! In the unlikely event your item arrives damaged, please get in touch with us right away. We ask that you inspect your item immediately upon receiving it, and report any shipping damage or manufacturing defects within 48 hours of receiving it. We may not be able to honor a damage claim made after 48 hours have passed.

Just take some pictures of the problem areas of the item as well as its packaging, and send them along to us at help@polyandbark.com. We’ll be glad to help you from there with any replacements or repairs you may need!

WHAT TO EXPECT FOR A RETURN

Small Parcel Items

For small-parcel returns (any item that ships via UPS or FedEx), we will generate a return shipping label for you to use. If you require FedEx or UPS to pick up from your home, we can arrange this service for you. Pickup requests have a $25 flat fee deducted from the refund due. 

Truck Delivery Items

Large items (sofas, TV stands, dining tables, etc.) that ship via Truck Delivery will need a freight carrier pick up. Once you let us know you would like to make the return, we begin the paperwork required for the return. This can take 3 to 5 business days, and is subject to change. Once the paperwork is processed, the carrier will reach out to you to schedule a pick up on the next available route. Truck delivery is unlike the small parcel carriers such as UPS or FedEx, and don't have regular routes to every neighborhood each day. Once the carrier can confirm the route, they will reach out to you to schedule an appointment. While freight carriers call at least a business day or two in advance, they tend not to call earlier than that. The timeframe for a return pick up varies depending on your zip code.

 When will I receive my refund?

A refund to the original form of payment is processed once the item has been received by our fulfillment centers and inspected by our returns team.

 

CANCELLATIONS

You can cancel anytime before an item ships. If you need to cancel an order, please contact our customer support team as soon as possible. If an item has already shipped, this will be considered a return, and our standard return policy will apply.

FINAL SALE

Items discounted and offered as FINAL SALE, cannot be returned.

If an item is offered as FINAL SALE with the use of a discount code, a FINAL SALE notice and a checkbox will appear under the discount code box, once the code is entered. The code can then only be applied to the order once the terms of the discount have been accepted by clicking the checkbox. Once an order has shipped, the FINAL SALE discount cannot be retroactively applied. FINAL SALE discounts cannot be applied to exchanges.

If you would like to initiate a return or exchange, please give us a call at (855) 310-1450, or email help@polyandbark.com.

Our returns team will walk you through the process to ensure you have a smooth experience.

We want you to love our products as much as we do, we therefore offer a 100-day return window. If your item isn’t perfect for your space, we’re here to help! 

Clearance, Last Chance, and Final Sale items are not eligible for returns. 

Important: Items must be in new or like-new condition to be eligible for returns or exchanges. Original packaging must be retained and used in the event of a return or exchange. If an item is returned or exchanged without the original packaging, a repacking fee will be deducted from your refund. Please see below for more details. Items shipped with White Glove Delivery, do not need to be returned in the original packaging.

Number of free returns

Each household may return ONE item, free of charge per category. Any subsequent returns in the same category will have the cost of return shipping deducted from the refund. Items sold as a set are considered one item.

(What does this mean?): For example, you may return your first sofa, sectional, daybed or sofa bed completely free of charge! However, if you order and return one sofa, then order another sofa and request a return, then the cost of shipping will be deducted from the refund. This also means that you may order and return an item from another category at no additional charge for a full refund. For example, if you place an order for a sofa and table and decide to return both, or purchase a bed after previously returning a sofa, all items will be due a full refund. 

If you would like to know the cost of return shipping for your order please contact our friendly customer care team.

RETURNS

If you would like to initiate a return, please give us a call at (855) 310-1450, or email help@polyandbark.com.

Your item may be returned for any reason, whether you tried it in your space and found it wasn’t quite right or if you just had a change of heart. We’ll gladly accept your return.

Items must be in new or like-new condition to be eligible for returns or exchanges.

Extended Area Surcharges

For some addresses, Extended Area Delivery Surcharges may be added to the order at checkout. Please be aware, this delivery surcharge is not refundable once the order ships. In the event of a return, additional Extended Area Delivery Surcharges (the same amount that was charged at checkout) will be deducted from your refund.

Original Packaging

Original packaging must be retained and used in the event of a return or exchange. If an item is returned without the original packaging, a repacking fee will be deducted from your refund:

~$49 per item for Small Parcel Delivery item.

~$99 per item for Truck Delivery items. This fee will be waived for customers who upgraded to White Glove Delivery at checkout.

(What does this mean?): When you're receiving your delivery, some delivery crews may offer to remove the packaging as a courtesy. Even if a delivery crew offers to do this for you, please remember to retain all packaging when you receive your item, and hold onto it for the duration of the return period. Carriers are unable to PICK UP OR RETURN an unpackaged item. If you need to make a return, any shipping carrier that may pick up the item from your home can only do so if your item is packaged. If you dispose of the original packaging and then need to make a return, we would require the item to be packaged before authorizing a pickup. An example of an acceptable alternative is bubble wrap. Any items returned without original packaging are subject to a repacking fee.  This will include items that have been bubble-wrapped or otherwise repackaged without the original box. 

ALL Truck Delivery returns (including orders with White glove Delivery purchased at checkout with packaging removal included) will need to be boxed up or protected with bubble or saran wrap in order for a pickup to occur. The fee for non-original packaging will be waived for customers who upgraded to White Glove Delivery at checkout. 

In the event of a return, all upgraded delivery options (Enhanced Delivery, Premium Delivery, White Glove Delivery) are non-refundable. 

All Truck Delivery returns will be picked up at the outside entrance of your home or building at the ground level. If you require a pickup from inside your home, disassembly or repackaging of your items, a $99 service fee will be deducted from your refund. These additional services may not be available in every zip code.

WHAT TO EXPECT FOR A RETURN

Small Parcel Items

For small-parcel returns (any item that ships via UPS or FedEx), we will generate a return shipping label for you to use. If you require FedEx or UPS to pick up from your home, we can arrange this service for you. Pickup requests have a $25 flat fee deducted from the refund due. 

Truck Delivery Items

Large items (sofas, TV stands, dining tables, etc.) that ship via Truck Delivery will need a freight carrier pick up. Once you let us know you would like to make the return, we begin the paperwork required for the return. This can take 3 to 5 business days, and is subject to change. Once the paperwork is processed, the carrier will reach out to you to schedule a pick up on the next available route. Truck delivery is unlike the small parcel carriers such as UPS or FedEx, and don't have regular routes to every neighborhood each day. Once the carrier can confirm the route, they will reach out to you to schedule an appointment. While freight carriers call at least a business day or two in advance, they tend not to call earlier than that. The timeframe for a return pick up varies depending on your zip code.

When will I receive my refund?

A refund to the original form of payment is processed once the item has been received by our fulfillment centers and inspected by our returns team.

 

CANCELLATIONS

You can cancel anytime before an item ships. If you need to cancel an order, please contact our customer support team as soon as possible. If an item has already shipped, this will be considered a return, and our standard return policy will apply.

FINAL SALE

Items discounted and offered as FINAL SALE, cannot be returned.

If an item is offered as FINAL SALE with the use of a discount code, a FINAL SALE notice and a checkbox will appear under the discount code box, once the code is entered. The code can then only be applied to the order once the terms of the discount have been accepted by clicking the checkbox. Once an order has shipped, the FINAL SALE discount cannot be retroactively applied. FINAL SALE discounts cannot be applied to exchanges.

If anything shows up damaged or in less-than-perfect shape, please let us know! Take some pictures of the problem areas and send them along to us at help@polyandbark.com. We’ll be glad to help you from there with any replacements or repairs you may need!
Items returned or exchanged without original packaging are subject to a repackaging fee of $99 for Truck Delivery items and $49 for Small Parcel Delivery items. This fee is waived for Truck delivery items shipped with White Glove Delivery.

You can cancel anytime before an item ships. If you need to cancel an order, please contact our customer support team as soon as possible at (855) 310-1450, or email help@polyandbark.com.

If an item has already shipped, this will be considered a return. 

Items discounted and offered as FINAL SALE, cannot be returned.

If an item is offered as FINAL SALE without the use of a discount code, it will be noted either on the product page, or collection page.  

If an item is offered as FINAL SALE with the use of a discount code, a FINAL SALE notice and a checkbox will appear under the discount code box, once the code is entered. The code can then only be applied to the order once the terms of the discount have been accepted by clicking the checkbox. Once an order has shipped, the FINAL SALE discount cannot be retroactively applied. FINAL SALE discounts cannot be applied to exchanges.

Customers are able to finance their purchase with our financing partner Bread, or lease to own with Katapult.

These options are available at checkout. Learn more about financing offers.