Pinshop Return Policy

General Return Policy

We accept returns for most items within 30 days of delivery. Items must be unused, undamaged, and in their original condition with all original packaging, manuals, and accessories.

Return Conditions:

• Items must be in their original packaging. If the packaging is too damaged, use a similar-sized box (no longer than 108 inches).
• Items delivered disassembled must be returned in the same disassembled state.
• If packaging was removed as part of the delivery process, no packaging will be needed for the return.
• Returns must be received at our Returns Center to be eligible for a refund.
• Pinshop does not accept returns at its warehouses.

Note: If an item is returned damaged or incomplete, a partial refund or no refund may be issued.

Mattress Return Policy

All mattresses come with a 100-night trial. If you are not satisfied within the first 100 nights, you can return your mattress under the following conditions:

Return Options:

• Store Credit – FREE return shipping.
• Refund to Original Payment Method – Return shipping fees ($49-$99) deducted.

Exclusions:

• Mattress Toppers
• Crib Mattresses
• Air Mattresses
• Open Box Mattresses

Some payment methods (e.g., financing options) may not be eligible for store credit refunds. If store credit is not an option at checkout, this is likely due to your original payment method.

How Do Exchanges Work?

We do not offer direct exchanges. However, you can:

• Return the item for store credit and place a new order.
• Wait for your refund and then place a new order.

Refund Timelines:

• Store Credit – Within 24 hours of return receipt.
• Original Payment Refund – 3-5 business days (up to 2 weeks).

Your return shipping fee will be automatically deducted from your refund where applicable.

Large Appliance Return Policy

You may return large appliances within 48 hours of delivery if:

• The item has not been installed.
• It is in the original packaging.
• The manufacturer's restocking fee may apply.

Before Installation:

• Inspect the box for damage.
• Verify the product name and model number match your order.
• Remove the packaging and inspect the appliance.

If the item is incorrect or damaged, do not accept it! Notify the delivery team and contact us for a replacement. Once installed, the appliance cannot be returned.

Extended Return Policy for Holiday Purchases

For purchases made between November 1 and December 31, the return deadline is extended to January 31 (excluding appliances).

Non-Returnable Items

The following items cannot be returned:

• Open Box items
• Clearance items
• Gift cards
• Made-to-order or personalized items
• Bundled items sold at a discount (unless the entire bundle is returned)
• Items marked as Non-Returnable at checkout
• Live plants
• Swatches
• Certain hazardous materials (e.g., flammable liquids, propane tanks, lithium batteries)

How to Return an Item

1. Go to My Orders in your Pinshop Account.
2. Select the return option for the item.
3. Complete the return form, choosing your preferred return and refund method.
4. After submitting your return request, you'll receive an email with return instructions and any necessary return labels.

Return Methods:

• Drop-Off: Bring your package to the nearest drop-off location.
• Pick-Up: A carrier will pick up your return at your address.

You may receive a discount offer to keep the item instead of returning it. This is a special offer and cannot be adjusted. If you decline, you can proceed with the return.

For rug returns: Please use the original packaging or secure it using similar packaging if unavailable.

Return Shipping Fees

To maintain low prices and free delivery, customers are responsible for return shipping costs. These will be deducted from your refund.

• Delivery fees and service charges are non-refundable.
• If you refuse delivery, the return shipping costs will still be deducted.

Common Return Questions

Wrong Number of Return Labels?

• If you receive too many labels, only use what is needed.
• If you receive too few labels, contact us for assistance.

When Will I Receive My Refund?

Refunds are processed after your return is received.

Processing times:

• Store Credit – Within 24 hours.
• Original Payment Refund – 3-5 business days (up to 2 weeks).

Item Arrived Damaged or Missing Parts?

Contact us immediately for assistance.

Received the Wrong Item?

Contact our support team to arrange for a replacement.

Can I Cancel My Return?

• You can cancel your return via My Account.
• If a carrier arrives, simply inform them that the return has been canceled.

Return Methods & Pickup Options

Small Parcel Returns (via Drop-Off & Carrier Pickup)

• Use original boxes if available, or similar-sized packaging.
• Remove old labels, attach the new return label, and drop off the package at the nearest carrier location.
• For packages over 55 lbs, take them to a FedEx Office.

Large Parcel Return Options

Outside Your Front Door Pickup

• No need to be home.
• Use original packaging if available.
• Carrier collects the package from your door/mailroom.

Inside Your Doorway Pickup

• Carrier picks up from inside your entrance.
• 30-minute advance call before pickup.

Backyard Pickup

• Ensure a safe path for pickup.
• Disassemble the item before pickup.
• Carrier picks up from your backyard.

Room of Choice Pickup

• Carrier picks up from a specific room in your home.
• Expect a 30-minute advance call before pickup.

White Glove Pickup

• Carrier disassembles and repackages the item.
• Expect a 30-minute advance call before pickup.