If for any reason, you are not satisfied with your purchase, we will gladly accept your return request on most brands within 30 days of receiving your item(s). If you return an item that is offered with free shipping, the original outbound shipping costs will be deducted from your refund and the return shipping is the responsibility of the customer. In addition, a restocking fee* will be applicable to items being returned.
Assembled and/or modified items or out of original packaging
Custom made or special order items (example: fabric changes)
Opened bedding materials
Items without original packaging
In the rare case that your item(s) unfortunately arrive damaged or defective, replacements are usually offered at no charge. Simply note any damage upon delivery and contact us immediately. Should you choose not to pursue replacements the damaged or defective products can be returned for credit as outlined in our Standard Return Policy.
All cancellation requests are forwarded directly to the manufacturer. Cancellation requests are not accepted on items that have shipped or been prepared for shipping. A refusal of the item at delivery will be considered a Return and credit will be issued back to your original payment method minus restocking fees* and round-trip shipping charges. Please note that all items are shipped directly from the manufacturer’s warehouse and if we do not have tracking at the time you request cancellation, this does not mean your order has not shipped.
In the case that your item is not able to be delivered and requires to be held in storage for the following reasons but is not limited to:
Wrong address and/or contact information provided to Pemberly Row;
Customer is away from ship to address and/or is not able to accept delivery,
* Restocking fees vary from manufacturer to manufacturer. Please contact us prior to purchasing to inquire about the fee that would be associated with your returned item.
Tracking details confirming how your order will be delivered will be emailed to you once your product ships out. These tracking details allow you to see which carrier will be delivering your item and will confirm the type of delivery it will be.
For all ground shipments you will be able to track your package online on the carriers website. This information will allow you to see an “estimated delivery date” which will give you the opportunity to be at home when the package is delivered. If you are not able to be at home the carrier does have the ability to leave the package at the front door if they deem it safe.
If you see that your order has shipped with a Truck Freight or White Glove Carrier please be sure to inspect both the packaging and product upon delivery. If the packaging or product is damaged in any way please be sure to note the damage on the delivery documents.
Our ultimate goal is to ensure you are fully satisfied with your order. Although it is rare for items to arrive damaged, we understand that it does occur on occasion. In the unlikely event that your order arrives damaged, we will make every effort to help you obtain the necessary replacements as quickly as possible and at no extra cost to you.
In delivery, please ensure you fully inspect all packages. Should there be clear damage to both the packaging/product, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons.
Should you notice any damage to the packaging (no matter how minor), please take a moment to open the packaging and inspect the product. In the event the product is also damaged, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons. Naturally, should the item be in good condition, please accept delivery as normal.
Should you notice any damage to the packaging and the carrier will not allow you to open and inspect the product, please note the packaging damage on the carrier’s paperwork and accept the item. Upon inspection, if the product is also damaged, please contact us within 48 business hours of receipt.
For truck freight (back of truck, LTL) or White Glove deliveries, noting damage is essential. It is the customer’s responsibility to note any discrepancies to their order upon receipt. It is this notation that will allow us to provide the proper free replacements to you. Below is a sample of the correct way to sign for damage for our two larger truck freight carriers.
Any damage or defective issues can be dealt with by logging into “My Account” to file a replacement request.
When dealing with a damage/defect issue; photos are required. These will assist us when dealing with the manufacturer/carrier and ensure replacements are sent out as quickly as possible.
In some cases you will be asked to identify the damaged parts by referencing the part number and description in the assembly instructions. All replacement requests are submitted directly to the manufacturer and depending on the severity of the damage they will determine if parts can correct the issue or if a new unit will need to be shipped out.
Should you choose not to pursue replacements the damaged or defective products can be returned for credit as outlined in our Standard Return Policy.
Please contact us within 15 days of receipt of the item by logging into “My Account” to file a return request. An RMA Number (Return Merchandise Authorization) will be provided from the manufacturer and a return address and full return instructions will be provided will allow you to pick a suitable carrier and return the item back to the manufacturer. This process usually takes approximately 5-7 business days. Returned items without an RMA number will generally be refused by the return warehouse and credit will not be processed.
All items must be returned in their original packaging, and unassembled. We are unable to offer returns on modified or assembled items as the manufacturer will deem these “used”. Once you provide us with the return tracking number we will track your return to confirm its arrival back to the manufacturer. A refund will be credited to you once the manufacturer has received, inspected and confirmed undamaged.
If you prefer not to receive replacements and we have determined that the damage that resulted was carrier related and the damage was noted upon receipt you can request a full refund. This process will take a little longer as we will need to retrieve the delivery documents to confirm it was correctly notated.
You can expect to receive your refund within four weeks of shipping the product back to the manufacturer. In most cases, the refund will be issued sooner. The four week timeframe includes shipping time (5-14 business days), product inspection (3-5 business days), and refund processing back to your payment method (3-5 business days).
Submit your replacement request within 10 days of receiving your order by logging into My Account.
Complete the request form in detail and follow any manufacturer special notes that are listed on the top of the request form. **
Once the request has been submitted, you can expect to receive an email from our Replacements team within 5-7 business days.
If you decide not to pursue replacements, your order can still be returned as outlined in our Standard Return Policy.
It is very important that the actual customer who placed the order be present to inspect the item and sign the delivery document. We understand that some deliveries may be rush but please ensure to take the time to thoroughly inspect the item and packaging prior to signing the delivery document.
It is the customer’s responsibility to notate all and any problems with the order at time of delivery. If the issues with the delivery are not properly noted on the shipping document, Pemberly Row may not be able to dispute this with the carrier or manufacturer on your behalf and offer a satisfactory solution.
Follow the below steps to ensure that your order is properly signed for,
Inspect the product while the driver is on site and notate any problems or exceptions with the order on the delivery documents provided. Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is very important.
Inspect all item pieces before assembling the product and report any problems to Pemberly Row immediately.
We understand that some deliveries may be rush but please ensure to take the time to thoroughly inspect the item and packaging prior to signing the delivery document.
Due to our commitment to process orders quickly, there is a limited period of time in which your order can be cancelled. Pemberly Row is only able to accept cancellation requests via My Account or phone. Please follow the directions below to submit a cancellation request. Most requests are reviewed and responded to within 2-3 business days.
Connect with us on My Account using the password provided by email when your order was placed. With My Account, you may request a cancellation online or check the tracking information.
Your cancellation request will be sent to the manufacturer directly to confirm the order can be cancelled and that it has not been prepared for shipping.
You will receive an email from us confirming if your cancellation request has been approved or declined.
All cancellations are confirmed in writing: If you have not received an email confirmation, your order has not been cancelled. Pemberly Row is unable to cancel an order once it has shipped or if it has been prepared for shipping by the manufacturer.
If we are unable to cancel your order as requested, you will receive a notification in writing explaining that your order was too late to cancel. If this should happen and you do not wish to receive your product, you may return it under our Standard Return Policy. Please review this policy before refusing the product at delivery.
If your order has successfully been cancelled, Pemberly Row will initiate a refund. The processing time frame for the refund to appear to your original method of payment is 7-10 business days from the date of the confirmation email. This time frame allows most financial providers sufficient processing time.
If you are canceling an order due to backorder or discontinuation, please contact our customer service department to confirm the back order date before making your final decision. A back order or discontinuation of a product does not mean that your particular item/order is affected.