Returns

Quick Tip

Easily initiate a return, report issues with your item, and manage other return - related tasks from the “My Orders” section on Pinshop.

Pinshop's General Return Policy

We accept returns for most items within 30 days of delivery. The item(s) must be in their original, undamaged condition. If the original packaging is too damaged, use a similar - sized box or one that is no longer than 108 inches. If the item was delivered disassembled, it should be returned in the same disassembled state. If the packaging was removed during the delivery process, no additional packaging is required for the return. In the event that your returned item is not received at our Returns Center, we reserve the right to reverse the refund. Please note that Pinshop does not accept returns at its warehouses.

Pinshop's Mattress Return Policy

Every mattress comes with a 100 - night free trial. If you're not satisfied with your new mattress within the first 100 nights, you can arrange a return. You can choose to receive a return for free as store credit, or for a fee ranging from $49 - $99 back to your original payment method. This policy excludes Mattress Toppers, Crib Mattresses, Air Mattresses, and Open Box Mattresses. Some payment methods, such as certain financing options, might not be eligible for store credit refunds. If store credit does not appear as an option when setting up the return, this is likely due to your original payment method.

How Exchanges Work

At Pinshop, we don't offer direct item exchanges. However, you can return an item for store credit and then place a new order for the item you desire. We initiate a refund once the item has been received and inspected at our warehouse. For store credit, it takes 24 hours from the time of initiation, and for refunds to the original payment method, it takes 3 - 5 business days. You have the option to order your new item either before returning the old one or wait until your refund has been processed to place the new order.

Where applicable, your return shipping fee will be automatically deducted from the refund amount.

Retailers selling mattresses in CT, RI, or CA are required by state law to collect a Mattress Recycling Fee from customers. The fee amount, which can range from $10 - $25, is based on your shipping address or postal code. This fee applies to all mattress purchases in these states, regardless of whether you are recycling an old mattress. As mandated by state law, the fee is non - refundable and is not subject to sales tax.

Pinshop's Large Appliance Return Policy

You can return a large appliance within 48 hours of delivery, provided it has not been installed and is returned in its original packaging. In some cases, you may be required to pay the manufacturer's restocking fee.

Before installing the appliance, take the following steps:

1. Inspect the Box: Check the box for any signs of damage.

2. Verify Product Details: Ensure that the product name and model number match your order confirmation.

3. Inspect the Appliance: Remove the packaging and carefully examine the appliance.

If you receive the wrong item or it arrives damaged, do not accept the delivery. Inform your delivery representative immediately and contact us so that we can arrange for a replacement. Once you have installed the appliance, it cannot be returned.

Pinshop's Extended Return Policy for Holiday Purchases

For all items purchased between November 1 and December 31 (excluding Appliances as described above), the return deadline is extended until January 31.

Items That Cannot Be Returned

The following item categories are not eligible for return:

· Open Box items

· Clearance items

· Gift cards

· Made - to - order or personalized items

· Items bundled at discounted rates (unless the entire bundle is returned)

· Items marked as 'Non - Returnable' (a message will appear notifying you of this once the item is added to your cart)

· Live plants

· Swatches

· Certain Dangerous Goods items, including flammable liquids, matches, compressed gas, propane tanks, lighters, or damaged lithium batteries.

How to Return an Item if You Change Your Mind

1. Access My Orders: Navigate to the “My Orders” section within your My Account on Pinshop.

2. Select the Return Option: Identify and choose the return option for the item you wish to return.

3. Complete the Online Form: Fill out the online form, including selecting your preferred return and refund method.

After setting up the return, you will receive a confirmation email with detailed instructions. This email will also include any necessary return labels. Refer to this email if you have any questions.

If you've selected "Drop - off" as your return method, take the item to the nearest location of your selected carrier.

· For FedEx labels, check drop - off locations [here]. To see if your local drop - off location accepts QR codes, enter your zip code and click 'Store Details'.
If you've selected "Pick - up" as your return method, our partner carrier will come to pick up the item at the address you provided. You can expect further communication regarding the scheduling of your pickup, as well as a reminder email the day before the collection.

You may receive a special offer to accept a discount and keep the item instead of going through the return process. This offer is tailored to you, and the discount amount cannot be changed. If you do not wish to accept the discount, you can decline and proceed with setting up the return.

For rug returns, return your rug in its original condition and packaging. If the original packaging is unavailable, secure it using similar packaging.

Return Shipping Fees

To offer free delivery and competitive prices, we expect customers to cover the cost of return shipping. This cost will be deducted from your refund. The return shipping costs vary depending on factors such as the return location, the size and weight of the item, and the selected return method.

Delivery shipping fees or service charges collected on the original order will not be refunded.

If an order is returned because you refused delivery, the appropriate return costs will be charged and deducted from your refund.

Incorrect Number of Return Labels

If you've received too many labels, you don't need to take any additional action. Just use the label(s) that you require. If you've received too few labels for your return, contact us, and we'll resolve the issue for you.

When Will You Receive Your Refund

When you return an item, we'll initiate your refund once we receive your item(s) at our Return Center. Once the refund is initiated, it typically takes an average of 3 - 5 business days, though in some cases, it may take up to 2 weeks.

For more details about refunds and the refund timeline, please review our refund FAQs.

What to Do if Your Item Arrives Damaged or Missing Parts

Please refer to our “Damaged Items or Missing Parts” section for guidance.

What to Do if You Receive the Wrong Item

Please see our “Received the Wrong Item” section for assistance.

Canceling a Return

Yes, you can request to cancel your return through your My Account. However, be aware that a return carrier may still attempt to pick up the item. If the carrier arrives, inform them that you have canceled the return.

What to Expect After Setting Up a Return

The following details the different return options available to you, depending on the type of item you've ordered:

FedEx Drop - Off

· Packaging: Use the original boxes if possible. Otherwise, use a box of similar size. Remove any old labels, print the new label, and attach it to the package.

· Drop - Off Process: Bring your package to a FedEx drop - off location.

· QR Codes: To check if your local drop - off location accepts QR codes, enter your zip code and click 'Store Details'.

· Weight Restriction: Packages weighing 55lbs or more must be taken to a FedEx office.

FedEx Pickup

· Packaging: Use the original boxes where possible, or a box of similar size. Remove old labels, then print and attach the new label. You will receive a prepaid return label via email. Print this label and securely affix it to the box.

· Pickup Location: FedEx will collect the package(s) from outside the front door of your home or apartment. You do not need to be present at the time of collection.

Large Parcel - Outside Your Front Door Pickup

· Reminder: You will receive a reminder email on the day before your collection date.

· Packaging: Use the original boxes or boxes of similar size. Remove any old labels. If the packaging was removed during the delivery process, no packaging is needed.

· Pickup Location: A Pinshop carrier will collect the package(s) from outside the front door of your home, or the main door/mailroom of your building. You do not have to be home for the pickup.

Large Parcel - Inside Your Doorway Pickup

· Reminder: You will receive a reminder email on the day before your pickup date.

· Packaging: Use the original boxes or boxes of similar size. Remove any old labels. If the packaging was removed during the delivery process, no packaging is needed.

· Pickup Process: A Pinshop carrier will collect the package(s) from the entrance of your home. You can expect a call from the driver 30 minutes before the scheduled time.

Large Parcel - Backyard Area of Choice Pickup

· Reminder: You will receive a reminder email on the day before your pickup date.

· Packaging: Use the original boxes or boxes of similar size. Remove any old labels. If the packaging was removed during the delivery process, no packaging is needed.

· Safety Precaution: Ensure the path to the pickup area in your backyard is safe and free of hazards. If the driver deems the path unsafe, they will not be able to complete the pickup. Disassemble your item before the pickup attempt.

· Pickup Process: A Pinshop carrier will collect the package(s) from your backyard. You can expect a call from the driver 30 minutes before the scheduled time.

Large Parcel - Room of Choice Pickup

· Reminder: You will receive a reminder email on the day before your pickup date.

· Packaging: Use the original boxes or boxes of similar size. Remove any old labels. If the packaging was removed during the delivery process, no packaging is needed.

· Pickup Process: A Pinshop carrier will collect the package(s) from the room of your choice. You can expect a call from the driver 30 minutes before the scheduled time.

Large Parcel White Glove Pickup

· Reminder: You will receive a reminder email on the day before your pickup date.

· Pickup Process: The carrier will collect the package(s) from your room of choice. They will disassemble the item and repackage it for you. On the day of the collection, you can expect a call from the driver 30 minutes before the scheduled time.

Check out the below table for a handy overview of what each return option involves.

	FedEx Label Drop Off	FedEx QR Code Drop Off	FedEx Pickup	Large Parcel Outside Your Front Door Pickup	Large Parcel Inside Your Doorway Pickup	Large Parcel Backyard Area Pickup	Large Parcel Room of Choice Pickup	Large Parcel White Glove Pickup
Reminder Notification	N/A	N/A	No	Yes	Yes	Yes	Yes	Yes
Required to be Home	N/A	N/A	No	No	Yes	Yes	Yes	Yes
Required to Print Label	Yes	No	Yes	No	No	No	No	No