Frequently Asked Questions

SHOPPING INFORMATION
SHIPPING AND PROCESSING INFORMATION
FURNITURE SERVICES INFORMATION
SECURITY INFORMATION

What products are available online?

A full range of Pottery Barn products are available online including furniture, tableware and decorative accessories. We carry all products in the Pottery Barn and Pottery Barn Bed & Bath Catalogs as well as some items that are sold in our retail stores. Products pages are marked with "Catalog/Internet Only", "Bed & Bath/Internet Only", "Store/Internet Only" and "Internet Only" to identify the other locations where they can be purchased. However, inventory may occasionally differ among our stores, catalogs and web site.
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Will you hold the order and ship it at a later time?

We regret that online orders cannot be held for later shipment. We can, however, delay shipment if the order is placed through our Customer Service Center. Please call 1.888.779.5176 and a sales associate will be happy to complete your order.
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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 1.888.779.5176 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 package with your personalized message, along with a copy of our latest Pottery Barn catalog for easy shopping. There is no shipping and processing charge for Gift Cards if you select Standard Delivery (7-10 business days). If you wish, you can also ship the Gift Card via Rush Delivery for an additional $6.50 per order. Rush Delivery orders received by 12 noon (PT) Monday - Thursday will arrive in three business days; orders placed Friday - Sunday by 12 noon (PT) will arrive on the following Wednesday.
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How do I redeem Gift Cards or merchandise credit cards?

Gift Cards and merchandise credit cards may be redeemed online, by phone, or at Pottery Barn stores. 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.
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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".
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Is there an expiration date for a Gift Card or merchandise credit card?

No, we invite you to make use of your Gift Card or merchandise credit card at your convenience.
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What if I lose a Gift Card or merchandise credit card?

The Pottery Barn Gift Card or merchandise credit card should be considered as cash. We cannot replace a lost or stolen Gift Card or merchandise credit card.
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Can a Gift Card or merchandise credit card be exchanged for cash?

No, a Gift Card or merchandise credit card can be used only for purchases.
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Can I order by telephone?

You can always place an order by telephone 24 hours a day by calling 1.888.779.5176. Orders may also be placed by fax at 1.702.363.2541.
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May I order catalog items online?

Catalog Quick Shop allows you to order any catalog product by using the item number found in the catalog. Simply enter the item number in the search box at the top of any page.
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What forms of payment are accepted for online purchases?

We accept the Pottery Barn Credit Card, Visa, Mastercard, American Express and Discover Network.
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What type of operating system and browser do I need to shop on the Pottery Barn website?

We test our site on new versions of browsers and do our best to offer an optimal experience on the latest versions of all browsers and platforms. Our site is optimized for Microsoft Internet Explorer versions 6.0 or higher and Mozilla Firefox version 2.0 or higher. If you are using AOL and are experiencing problems, try using Internet Explorer or Mozilla Firefox while connected to AOL. If you are using a Macintosh computer, our site is compatible with OS9.0, OS10, and Safari version 3.1.1 or higher.
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How do I enable JavaScript?

To use potterybarn.com, you must enable JavaScript in your browser. Please follow the instructions below based on your browser type and version.

For Windows
Internet Explorer 6.0 and higher

1. Click the Tools menu. (For Internet Explorer 7.0, click on the Tools button).
2. Click Internet Options to open the Internet Options dialog box.
3. Click the Security tab.
4. Click the Internet symbol (a globe).
5. Click the Custom Level button to open the Security Settings dialog box.
6. In the Settings list, scroll down to Scripting.
7. Under Active Scripting, click Enable so that a dot appears next to it.
8. (If you are unsure about the other Security Settings, please check with your Network Administrator).
9. Click OK to close the Security Settings dialog box.
10. Click Yes in the Warning! Message box.
11. Click OK to close the Internet Options dialog box.

Firefox 1.5 and higher

1. On the Tools menu, click Options.
2. Click on the Content icon.
3. Check the box next to Enable JavaScript.
4. Click OK.

For Mac
Safari 2.0 and higher

1. Click Safari; then click Preferences.
2. Click the Security icon.
3. Under Web Content, check Enable JavaScript.
4. Close the window.

Firefox 1.0 and higher

1. Click on Firefox.
2. Click on Preferences.
3. Click on Web Features.
4. Check Enable JavaScript.
5. Click OK.
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What version of Flash does the Pottery Barn website support?

We use Adobe Flash Player for video and many interactive experiences on potterybarn.com. We recommend using the most recent version of Adobe Flash Player, which is available from Adobe.
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Will Pottery Barn send an order confirmation via email?

Yes. If you provide your email address when placing an order, we will send you a message confirming your order within 24 hours.
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How can I find out the status of an order placed online?

Your order becomes available for online status-tracking 24 hours after it is placed. You can track your order status online by visiting the "Order Tracking" page. You'll need your order number and billing ZIP code to use this service. Alternatively, you can call 1.888.779.5176 7 days a week, 5:00 am - 9:00 pm (PT) and ask us to check your order status.
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How can I make a change or cancel my order?

To make a change or cancel your order, please contact Customer Service at 1.888.779.5176. We cannot accept returns on monogrammed, personalized, final–sale or special–order items, or on items damaged through normal wear and tear. Once your order has been placed, the order cannot be cancelled or returned.
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What is Pottery Barn's return policy?

At Pottery Barn, 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 QuickShip upholstery or 30 days for all other products, you are dissatisfied for any reason, you may return your purchase for a refund of the merchandise value. We cannot accept returns on monogrammed, personalized, final-sale or special–order items, or on items damaged through normal wear and tear. Gift registry items may be returned within 90 days of the event or within 90 days of purchase, whichever is later.
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How do I return merchandise?

For detailed procedures for returning items through the mail, please contact Customer Service at 1.888.779.5176 7 days a week, 5:00am – 9:00pm (PT).
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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.
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How can I find more information about Pottery Barn in Canada?

Please visit our Canadian website at www.potterybarn.ca for information or to be notified of store openings in Canada. At this time, we regret that we are unable to ship merchandise or catalogs to Canada.
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What is California Proposition 65, and how does it apply to the Mica Lamp & Chandelier Shades you sell?

The soldered metal rims on our Mica Shades contain lead. In accordance with Proposition 65, we issue the following warning to our California customers: "The materials used on the exterior of this product contain lead, a chemical known to the State of California to cause birth defects or other reproductive harm."
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What is California Proposition 65, and how does it apply to the Ventura Cachepots you sell?

The ceramic glaze used on our Ventura Cachepots contains lead. In accordance with Proposition 65, we issue the following warning to our California customers: "The materials used on the exterior of this product contain lead, a chemical known to the State of California to cause birth defects or other reproductive harm."
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Can Pottery Barn assist my company with gift–giving and large orders?

Yes, our business–gift and incentives programs are designed to meet your needs year–round. Please call 1.800.838.2589 to speak with a sales associate or email us at businessgifts@potterybarn.com

Can you customize an item with a company logo?

Yes, many of the items in our business gift program can be embellished with a company logo. Please call 1.800.838.2589 or email us at businessgifts@potterybarn.com and we'll be happy to assist you.
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Does Pottery Barn sell gift cards in bulk quantity?

Yes, to purchase gift cards in excess of $5,000, please call 1.888.684.7333 or email incentives@potterybarn.com for information about volume discounts.
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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 computer that created it, unless you log into your Pottery Barn 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 computer for 30 days.
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In order to add items to my saved shopping cart, do I need to sign in?

If you are using the same computer, you will not have to sign in. However, in order to access a saved cart from a different computer, you will need to log into your Pottery Barn account before you add items to the cart, and then log back into your account when you return to see your saved items.
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Why is my saved shopping cart empty?

After 30 days, items saved in your shopping cart are removed.
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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.
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What is California Proposition 65, and how does it apply to your products?

We test all of our dinnerware, glassware and other items used for serving food to ensure that they meet FDA and California Proposition 65 requirements for lead and cadmium. In accordance with Proposition 65, for materials that meet FDA standards but exceed Prop 65, we issue the following warning to our California customers: "The materials used on the exterior of this product contain lead, a chemical known to the State of California to cause birth defects or other reproductive harm." If the interior or pouring lip of a serving vessel is finished with a glaze that contains lead, we issue the following warning: "Use of this product will expose you to lead and/or cadmium, chemicals known to the State of California to cause birth defects or other reproductive harm."
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What shipping and processing options are available?

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

Standard Shipping and Processing

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 are shipped from our warehouses to arrive within five business days of receipt of the order. 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, Hawaii 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 @ 888–779–5176. We regret that we cannot ship to foreign countries.

Destination	Charge	Arrival
48 States	See Shipping and Processing Chart	5 business days
48 States	Add $15	2 business days
Alaska, Hawaii	Add $10	5 business days
U.S. Territories*	Add $10	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 Rush Charges.

Rush Delivery and Processing

For an extra charge of $15 per address, within the contiguous 48 states, we can arrange for rush delivery to most destinations. If we receive your order by 3 pm PT Monday through Thursday, you'll receive your purchase within two business days; orders placed Friday through Sunday will arrive on Tuesday. Note: Rush service is not available for some oversize items, out of stock items or for items shipped from the manufacturer.
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Can I ship a large furniture item to a Hawaiian shipping address?

Yes. We are now offering shipment of large furniture and oversized items to Maui, Oahu and the Island of Hawaii. There will be an additional surcharge of $350 per order. This surcharge is in addition to regular delivery charges. When ordering online, your order will be processed without this additional fee, and the additional shipping surcharge will be applied separately to your order.
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How are shipping and processing surcharges calculated?

Shipping and processing charges are based on the merchandise total for each delivery address.
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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.
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What is Quick Ship?

Items with Quick Ship arrive at locations in most metropolitan areas within 2 to 3 weeks. 7–10 day delivery is available for the following cities: San Francisco, Los Angeles, Las Vegas, Denver, Phoenix, New York City, Baltimore, Boston, Dallas, Atlanta, Chicago, Detroit, Columbus, Cromwell, CT, Raleigh/Charlotte, NC, and Tampa/Ft. Meyers/Orlando and Miami/Ft. Lauderdale, FL. There is no additional charge for Quick Ship delivery. Subject to product availability at time of shipping.
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How is Sales Tax Charged?

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*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, TN*, TX*, UT, VA*, VT*, WA*, WI* and Puerto Rico*. States and US territories marked with an asterisk also collect taxes on shipping and processing charges. The local sales tax of the delivery destination is also charged. Sales tax for items shipped to Illinois is based on the location of final order acceptance.
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Why is the price of an item in a store different from what I see online?

In Canada and Puerto Rico, retail prices may vary from those listed in our catalog and on our website. For further assistance, please contact Customer Service at 1.888.779.5176 7 days a week, 5:00am — 9:00pm (PT).
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Can orders be shipped to a P.O. Box?

Yes, items can be shipped to a P.O. box. However, we regret that rush orders, extra large items and those shipped directly from our vendors cannot be sent to a P.O. box; please call 1.888.779.5176 for information.
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Can orders be shipped to foreign countries?

We are currently only able to ship to the United Kingdom. At this time, we are unable to ship anywhere else outside of the United States.
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Does Pottery Barn ship merchandise to Canada?

At this time, we regret that we are unable to ship merchandise or catalogs to Canada from our website. We can ship merchandise to a United States address from a Canadian billing address. For assistance, please call 1.702.360.7002. Our Canadian stores are also able to ship select items to locations across Canada. For more detailed information, please contact the store nearest you. Store locations and contact information can be found on our stores page.
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What is Pottery Barn's privacy policy?

To review the Pottery Barn privacy policy, click here.

Our web sites use cookies. A cookie is a small amount of data that is sent to your browser from a web server and stored on your computer's hard drive. Generally, we use cookies to remind us of who you are, tailor our products and services to suit your personal interests, estimate our audience size, assist our online merchants to track visits to and sales at our sites and to process your order, track your status in our promotions, contests and sweepstakes, and/or analyze your visiting patterns. You can generally set your browser to not accept cookies or to notify you when you are sent a cookie, giving you the chance to decide whether or not to accept it.

We may contract with third parties who may use cookies and collect information on our behalf. These third parties are prohibited by our contract with them from sharing that information with anyone other than us or our Service Providers. However, we respect your right to choose whether to be included in such services. If you would like to opt out of these services, please click here.
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How is furniture delivered?

Except when sent via In-Home Delivery (see below), furniture is shipped via our common carrier or an alternate delivery service, allowing us to reliably track your purchase en route.
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What is In-Home Delivery and which items qualify?

For items that are delivered using our in–home delivery service, most pieces will be brought to the room of your choice, unpacked, assembled and inspected, and all the packing materials will be taken away. And so you don't have to wait all day, we schedule a delivery time to fall within a two–hour window. Delivery is by appointment, Monday — Saturday; our delivery service will call to arrange a day. In–Home Delivery is available in the contiguous 48 states, as well as Maui, Oahu, and the Island of Hawaii (there will be an additional surcharge of $350 per order for Hawaiian islands).
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How are beds delivered?

Complete beds are delivered by our In-Home Delivery service . Headboards are delivered by an alternative delivery service, and In-Home assembly service is not available for headboards.
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Why is there a delivery surcharge ($) for some items?

Because furniture, rugs and other large items are bulky and heavy, our cost to ship them is higher than for other items. Therefore, these large items have a delivery surcharge; this charge is listed in parentheses ($) after the item price and is in addition to regular delivery charges.
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When I submit credit card information online, is it secure?

Potterybarn.com 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 potterybarn.com 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 Web site, and you do so at your own risk.

To help ensure others will not have access to your credit card information while on our Web site, 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.
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What is the credit card verification number?

This number printed on your card provides a safeguard when a purchase is made using your credit card. For Visa, Mastercard and Discover Network, it is the last three digits printed on the back of the card. For American Express, it is the four digits printed above the account number on the front of the card.
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Will Pottery Barn sell or rent my email address information to other companies?

We use the personally identifiable information you provide for internal purposes, such as confirming and tracking your order, subscription or registration, analyzing trends and statistics, informing you of our new products, services and offers, etc. From time to time we might establish a business relationship with other persons or entities who we deem trustworthy and whose privacy policies are consistent with ours. These are known as our Select Partners. In such cases we might share information, including personally identifiable information about you, that will enable such persons or entities to contact you regarding products and services that may be of interest to you.
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