Shipping and Returns Policy
We offer Free Ground Shipping on all eligible orders*
*Certain regional zip codes excluded. If you live in a hard to reach area or regional zip code, 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.
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.
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.
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.
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.
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.
If you would like to initiate a return, please give us a call at (855) 310-1450, or email firstname.lastname@example.org.
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 email@example.com. We’ll be glad to help you from there with any replacements or repairs you may need!
Our standard manufacturer’s warranty covers defects in materials and workmanship for one year from the products’ date of delivery on all items. Please note that our warranty is non-transferable, and therefore cannot apply to items that have been gifted or bought secondhand. Please note: Our warranty only covers items purchased on www.polyandbark.com
Additionally, 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 refund. Please note that all our 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.
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.
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.
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.