FAQ
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General Questions
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Products
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Orders and Payments
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Shipping, Delivery, and Assembly
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Returns and Cancellations
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Financing
THE POLY AND BARK STRESS-FREE, PRICE GUARANTEE
We know you want to shop around (we don't mind) and sketch out that room over and over again before deciding on what to purchase. We've already taken the stress out of buying furniture online with our 2-way Free Shipping and 100 day free returns. Now we are going a step further...
PRICE INCREASE: If the price of a product increases, we will honor the previous lower price for 30 days (excludes sales).
PRICE DECREASE: We want you to shop safe in the knowledge that you are getting our best pricing! Therefore, if an item goes on sale or if the price decreases within 60 days of your purchase, please reach out to us and we will refund the difference.
We collect sales tax where we are required to by law. Any applicable taxes will be calculated at checkout.
Currently we don't have any showrooms. This allows us to offer the great pricing you see since we do not have any showrooms or sales people.
Manufacturers Warranty
Things don’t always go as planned. In the unlikely event your item arrives damaged, please get in touch with us right away. Please inspect items before signing for the delivery. Please refuse delivery if there is significant visual damage to the outer packaging.
1 Year Manufacturer’s Warranty
Our standard manufacturer’s warranty covers defects in materials and workmanship for one year from the products’ date of delivery.
10 year Limited Warranty
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. You can reach our customer care team via this link: Contact Us
Accidental Damage Protection
We’ve partnered with Mulberry to provide you with Mulberry Extended Protection plans you can count on for your Furniture and Rug purchases.
WHAT’S COVERED?
- All food and beverage stains
- All human or pet stains
- Accidental rips, tears or seam separation
- Broken zippers and buttons
- Chipped, peeling or cracked wood
- Minor burn and heat marks
- Defects in materials and workmanship once the Limited Warranty expires
- Coverage begins Day 1 of delivery
- Easy to file claims online Full repair or replacement 24/7 Customer Support.
FREQUENTLY ASKED QUESTIONS:
What is Mulberry? Mulberry works with us to provide you with extended coverage on the products you purchase from polyandbark.com. Mulberry handles the claims process from day one and is always available, should anything go wrong with your product. You can find more information at getmulberry.com.
How do I purchase Mulberry Extended Protection? It’s as easy as adding Mulberry Extended Protection to your cart with your Furniture or Rug products and checking out. Once you purchase coverage, you will immediately receive a welcome email from Mulberry with access to your dedicated Mulberry dashboard, which you can use to manage your plan, file a claim and contact their team.
How do I file a claim? Simply log in to your dedicated Mulberry dashboard at getmulberry.com/login for a 1-click, receiptless claims filing process. You can also contact the Mulberry customer support team via [email protected].
What happens if I return or exchange my Poly & Bark products? Each Mulberry Extended Protection plan is tied to the specific product with which it was purchased. This means when you return or exchange your product, you will also need to cancel the warranty with Mulberry (and purchase a new plan if you prefer).
Leather and Fabric Swatches are available for many products.
Please order swatches by following this link: Get Swatches
If you have any questions regarding our products, allow our super helpful customer support team to answer them by using this simple form: Contact
Of course! If you prefer to place your order over the phone, you can speak with our friendly customer service team!
We can be reached at (855) 310-1450 during our customer service hours:
Monday - Friday: 6:00am - 5:00pm PST
Outside of business hours you may send us an email at: [email protected] and we will get back to you as soon as possible.
THE POLY AND BARK STRESS-FREE, PRICE GUARANTEE
We know you want to shop around (we don't mind) and sketch out that room over and over again before deciding on what to purchase. We've already taken the stress out of buying furniture online with our 2-way Free Shipping and 100 day free returns. Now we are going a step further...
PRICE INCREASE: If the price of a product increases, we will honor the previous lower price for 30 days.
PRICE DECREASE: We want you to shop safe in the knowledge that you are getting our best pricing! Therefore, if an item goes on sale or if the price decreases within 60 days of your purchase, please reach out to us and we will refund the difference.
Most orders take 24-48 hours to process and ship out of our fulfillment centers unless a specific estimated shipping date is displayed. All delivery dates are estimates and actual delivery times may vary or be subject to change.
Our products are delivered in two ways, either:
Parcel Delivery Products marked "Parcel Delivery" in the "Details" tab on the product page, ship via small parcel delivery. 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.
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.
Truck Delivery customers: Original packaging must be retained and used in the event of a return , otherwise a $99 repacking fee will be deducted from your refund. Customers who selected White Glove delivery as the delivery method will not need to retain packaging. ALL truck-delivery returns will need to be boxed up or protected with bubble wrap in order for a pickup to occur.
CHECK FOR DAMAGE
Carefully inspect your item as soon as you receive it, and notify us of any damage or defect within 48 hours of receiving your item. We cannot honor any claims of damage after 48 hours after the time of delivery.
(What does this mean?): If your item has any shipping damage or manufacturing defects, we want to know as soon as possible so we can assist you! In the unlikely event of any damage or defects, we want you to know that we're happy to help you resolve the issue.
Shipping: We offer Free Ground Delivery on all orders. Certain delivery addresses may be excluded. Our Customer Support team will reach out to you before shipping to discuss your options.
Returns: Return shipping is free for returns within 100 days of delivery! Certain regional zip codes excluded. If you live in a hard to reach area or regional zip code, please contact customer care prior to ordering to verify eligibility. Please refer to our Return Policy for more details.
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.
Sale and Final Sale purchases are not eligible for Free return shipping.
For Truck Delivery items, we currently 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.
Upgraded delivery methods are non refundable once the item has shipped.
HOW MUCH TIME DO I HAVE TO RETURN MY ITEMS?
We accept returns on any item WITHIN 100 DAYS of being delivered to you. We are unable to authorize a return on an item after 100 days have passed.
(What does this mean?): This means you have 100 whole days to try the item out in your home! As long as the item is not damaged and in like-new condition, you can return it anytime before the 100-day mark. Please see below for our original packaging policy.
NUMBER OF FREE RETURNS
We authorize ONE free return per item type, per household. Any subsequent returns of the same item type will have the cost of return shipping deducted from the refund.
(What does this mean?): This means, for example, that you may return your first sofa order 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 a DIFFERENT item type at no additional charge for a full refund. For example, if you place an order for a sofa and table and decide to return those, or purchase a bed after previously returning a sofa, then in those cases 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.
SHOULD I KEEP MY PACKAGING?
Original packaging must be retained and used in the event of a return. 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 items
-$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?): Your return will be due a full refund if it is packaged in the ORIGINAL packaging. 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 for 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.
WHAT TO EXPECT FOR A RETURN
Small Parcel Items
For small-parcel returns (any item that ships via UPS or FedEx), we will generate FREE return shipping labels for you to use. If you require FedEx to pick up from your home, we can arrange this service for you. Pickup requests have a $20 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 for scheduling 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.
REFUND FOR RETURNS
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.
CANCELLATIONS
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.
Just send us an email at [email protected] with your request for a return! We’ll reply with your return authorization number and all the details you’ll need to return your order.
Return shipping is free for all eligible* returns within 100 days of delivery! Certain regional zip codes excluded. If you live in a hard to reach area or regional zip code, please contact customer care prior to ordering to verify eligibility. Please refer to our Return Policy for more details.
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.
*Our return policy states that every household is entitled to ONE free return per item type, with return shipping costs deducted from refunds for any subsequent returns of this product type.
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. Our return policy states that every household is entitled to ONE free return per item type, with return shipping costs deducted from refunds for any subsequent returns of this product type.