FAQ

SHIPPING FURNITURE DELIVERY RETURNS & DAMAGES PRODUCTS & PROMOTIONS CHECKOUT TRADE REGISTRY SHOWROOM

SHIPPING

How much does shipping cost?

We offer Free Shipping on orders over $200 (before tax), and charge $7.95 on orders totaling $200 or under. Please note that certain large, bulky or fragile items may have an additional delivery fee or surcharge. If so, this charge will be noted on the “Shipping & Return Info” section of each individual product page. You’ll also see it on the cart page when you go to checkout.

Do you ship internationally?

We ship within the continental US using a variety of parcel and freight carriers. Unfortunately, we are unable to offer international shipping at the moment, but we’ve heard great things about the service Hop Shop Go. The third party service will consolidate orders from around the United States, and ship internationally as a consolidated, bulk package.

When will I get my package?

Lead times vary by product. Our products ship from multiple warehouse locations around the country and some of our products are made-to-order.

If you’ve already made a purchase, you’ll find an “Estimated Ship Date” for each product on your order receipt. Please note that this date range is an estimate for when your order is expected to leave our warehouse (please allow up to 10 additional business days for delivery to your residence).

If the estimated ship range has passed and you still haven’t received tracking information for your order, please feel free to contact us at [email protected]

If you haven’t yet placed your order, but want to know how long a specific product will take a ship, you can find a product’s “Estimated Ship Date” on its product page, after making a selection.

I purchased several items, but only received one. Where is the rest of my order?

If you ordered multiple items, it’s possible that they’ll arrive at different times and in separate packages. Our products ship from several different warehouse locations from around the country.

Please check the “Estimated Ship Date” for each product, as listed on your order receipt. As your items ship, you’ll receive tracking info for each package via email. If you have a TRNK Account, you can also check the “Order History” section of “My Account”.

How can I track my order?

As your items ship, you’ll receive an email notification with tracking info for each package. If you have a TRNK Account, you can also check the “Order History” section of “My Account”.

FURNITURE DELIVERY

How will my furniture ship?

For most furniture items, you have the ability to choose between two delivery options at checkout:

  • Standard Delivery:
    Standard Delivery is our most cost-effective method of shipping furniture. It includes delivery to the first threshold of your residence (i.e. front entrance, building lobby, garage). The carrier will not move the item to your room of choice, nor remove any packaging.
    • Appointment Scheduling: At least 48 hours prior to delivery, one of our carrier partners will call you directly to schedule a delivery date and 2-4 hour ship window. Deliveries are made Monday-Friday between 9am-6pm.
    • Delivery: Through first threshold only. If you live in an apartment building above the first floor, you may want to upgrade to white glove delivery, as this method does not cover installation within your unit.
    • Signature Required: Yes
    • Packaging Removal Included: No
    • Assembly Service Included: No
  • White Glove Delivery:
    With White Glove Delivery, a skilled delivery team that will deliver your furniture item to your room of choice,, then remove and dispose of all packaging.
    • Appointment Scheduling: At least 48 hours prior to delivery, one of our carrier partners will call you directly to schedule a delivery date and 2-4 hour ship window.
    • Delivery to: A room of your choice inside your home.
    • Signature Required: Yes
    • Packaging Removal Included: Yes
    • Assembly Service Included: No

When will my furniture arrive?

Lead times vary by product. Please refer to your order receipt for an “Estimated Ship Date.” Please note that this date range is an estimate for when your order is expected to leave our warehouse (please allow additional time for delivery).

Our products ship from multiple warehouse locations around the country and many of our furniture items are made-to-order and not available for immediate delivery. If you’re in need of a product sooner than our messaged lead time, please email us at [email protected] and we will try our best to accommodate your request.

Once your order is ready for shipment, you’ll receive an email notification with specific carrier and tracking information. Many of our large furniture pieces will deliver via a local freight carrier. In these instances, the carrier will contact you directly to schedule a delivery.

If the estimated ship range has passed and you still haven’t received tracking information for your order, please feel free to contact us at [email protected].

How do I pick a delivery date?

Once your order is ready for shipment, you’ll receive an email notification with specific carrier and tracking information. Many of our large furniture pieces will deliver via a local freight carrier. In these instances, the carrier will contact you directly to schedule a delivery. The delivery window is generally 2-4 hours, but may vary depending on your location. Delivery appointments are available M-F, 8am-6pm. Weekend delivery is not available. Please email us at [email protected] if you have issues these windows and we will try our best to accommodate.

Is there anything I need to prepare for delivery?

Measure for fit: When ordering furniture, we ask that you please confirm that the item will fit within your residence, especially if you have narrow doorways or small elevators. Measure any doorways, passageways, elevators and stairways prior to purchase.

Please note: Our standard return policies (typically non-refundable for furniture) apply, even for undeliverable items because of fit constraints. Our delivery providers cannot make any modifications to your home or to the purchased product.

Clear an open path for delivery: Please check that the path to your furniture’s final placement is clear and accessible, including doorways, hallways and stairs. This will not only make delivery go quicker, but also ensure there are no damages incurred during delivery.

Additionally, please let us know if you have challenging roads, driveways or other access points that would be difficult for our trucks.

Pre-Delivery Questionnaire: Prior to delivery, a member from our team will reach out via email with a short pre-delivery questionnaire. The purpose of the questionnaire is to identify whether or not your building has any special delivery requirements (proof of insurance, limited delivery hours, etc.) Please note that a delivery cannot be scheduled prior to receiving a completed questionnaire and any related paperwork.

Can you deliver to remote locations?

We’re here to help deliver your items as quickly and easily as possible. If you are located in a remote address, please contact [email protected] before purchasing. There may be unique delivery surcharge for your address if it is not easily accessible by our delivery team. Unfortunately, we are unable to deliver furniture to Alaska, Hawaii, US territories or PO Boxes.

RETURNS & DAMAGES

What is your return policy?

Refund policies vary by product, as messaged on each individual product page and on your order receipt.

Items marked “refundable” can be returned (in their original, undamaged condition) within 14 days of delivery. If you choose a return for store credit, return shipping is free!

If you would like a return to your original form of payment, we charge a restocking fee equal to 15% of the item’s full retail price before discounts or promotions.

In either case, we do not reimburse for the original cost of shipping.

To initiate a return, please complete the Return Request Form, and we will reach out to you with next steps upon completion.

I would like to return my purchase. What should I do?

Before initiating a return, please refer to your order receipt to confirm whether or not your product is eligible for return (Please note that return eligibility varies by product, and is messaged in the product description, cart and order receipt).

If your item is marked “Refundable,” please complete a Return Request form within 14-days of delivery.

A service agent will process your request within 48 hrs and follow-up with instructions for completing the return.

How long will it take for my return to process?

We try our absolute best to respond to return inquiries within 1 business day (please allow additional time during the busy holiday season). Once your Return Request Form has been submitted, a member of our team will review the request and reply within 2 business days. He/she will respond with a pre-paid shipping label and instructions for the return. Reimbursements will only be made once the product has arrived back to our facilities, in its original condition.

Can I change or cancel my order?

Generally, we can process a cancellation for your order within 24 hours of purchase, pending that the product has not already shipped. Please contact us at [email protected] with your cancellation request. If your order has already shipped, or standard return policies apply. Beyond 24 hours, we cannot honor any cancellation requests.

My order arrived broken. What should I do?

I think my package may be lost or stolen…

We require signatures on packages valued above $200. In the event your item was lost, stolen, or mis-delivered, please email us at [email protected] within two business days of delivery and we will file a claim on your behalf.

It is not our policy to replace lost or stolen packages. We suggest you always have packages delivered to a secure location where someone will be able to receive the goods (office building, doorman building, etc.). Please note, we are not liable for mis-delivered if you choose to waive the signature requirement with the carrier. We always recommend being present for delivery and inspecting packages before signing.

PRODUCTS & PROMOTIONS

How can I get more information about a product?

We’re happy to help you with any questions you have about our products. Just email us at [email protected]. If you have any style-related questions (i.e. How do I use it? What color do I pair it with? etc.), we’re more than happy to help too! Just email us and we’ll get back to you as quickly as we can!

Can I be notified when a product comes back in stock?

Yup! To receive a notification when a product comes back in stock, simply click on the “Join the Waitlist” button on the product page. In order to do so, you’ll first have to log-in or register for an account on our site. You’ll receive an automated notification the moment the product is available for sale again.

I signed up for your mailing list. How do I use my $15 discount?

Upon creating an account, you should immediately receive a “Welcome” email from us that includes a unique coupon code ($15 off any order $75+. Valid for 14 days and cannot be combined with any other offer). Simply enter this code in the “Promo or Store Credit” section of our shopping cart. If you’re logged into your account, this coupon will automatically appear in this section as well.

Where do I enter my promotion code?

Enter this code in the “Promo or Store Credit” located on the right-hand section of our shopping cart. Simply click on the “+” icon to open the section drawer.

Can I use more than one promotion code on a single order?

Most coupons cannot be combined with other offers, and some are invalid with sale items as well.

I saw the same product cheaper on another site. Will you price match?

We are happy to price match for items available at a lower price on a competitor site. Please note that the products must be exactly the same, including size and color option. To request a price match, simply send us an email at [email protected] with a screenshot and a link to the competitor’s offer, and we’ll get back to you as quickly as possible.

I recently bought a product, but then it went on sale. Will you issue me a refund?

We will happily offer price match reimbursement for products purchased within 7 days of a launch of a sale. Reimbursements are granted in the form of store credit only. In order to request a price match, please email us at [email protected] with the following information:

  • Order Number
  • Product Name

Please note that we cannot honor any price match requests for orders placed more than 7 days before the launch of the sale.

CHECKOUT

What payment method do you accept?

Payment can be made using any major American credit card (Visa, Mastercard, Amex, Discover) or by using Paypal. Our credit card processing is handled by Stripe, so your personal information is always secure.

We also offer a financing option via Affirm. This new service offers the ability to split your purchase into 3, 6, or 12 monthly payments, with fixed interest rates ranging from 10 to 30%, depending on creditworthiness. Simply select “Affirm” at checkout and you’ll be redirected to their website to fill out a short application.

Do you offer any financing options?

Yes! We offer a financing option via Affirm. This new service offers the ability to split your purchase into 3, 6, or 12 monthly payments, with fixed interest rates ranging from 10 to 30%, depending on creditworthiness. Simply select “Affirm” at checkout and you’ll be redirected to their website to fill out a short application.

I’m having trouble checking out. What do I do?

Don’t hesitate to chat with us or to pick up the phone and give us a call. We’re available M-F 10am-5pm ET at (844) 876-5689.

Can I order by phone?

Yes! We’d be happy to place an order for you over the phone. We’re available M-F 10am-5pm ET at (844) 876-5689. Give us a call and just be sure to have your product and credit card information handy.

Why does it ask me for a phone number?

Phone numbers are used for delivery and order questions only. We do not share any of your personal information with anyone aside from our shipping and delivery partners.

Why does my product have an extra fee?

Certain large or fragile items may have a delivery surcharge, noted once you add the product to your cart. Delivery fees and surcharges vary by product and shipping location.

Where’s my receipt?

Immediately upon placing an order, you should receive an email confirmation to the address provide during checkout. If you registered for an account on our site, you can also access your order history through the My Account section of our website.

If, for whatever reason, you haven’t received an email confirmation, please don’t hesitate to reach out to us!

TRADE

Do you offer a discount for interior designers and architects?

Yes! Members of the trade (licensed interior designers and architects are eligible to receive up to 15% off everything on the site (10% off first $10,000 in cumulative spend, increasing to 15% thereafter).

Simply fill out our short application and we’ll be in touch within one business day.

How do I sign up for your trade program?

If you’re a licensed interior designer or architect, please complete our short application and we’ll be in touch within one business day. Please note that you’ll need to supply one of the following as proof of eligibility:

  • Proof of membership to a design trade
  • Organization (i.e. ASID, AIA, IDC)
  • Interior design certification (i.e. NCIDQ, CCIDC)
  • W9
  • EIN Number
  • Resale or Sales Tax Certificate

Do you offer sales tax exemptions?

Yes, we do offer sales tax exemptions to members of the trade who supply a Resale or Sales Tax Certificate. This information can be supplied during our application process and sales tax will be automatically removed from any order placed using your trade account. Please note – we only charge sales tax on orders that ship within NY.

Can I receive a price quote?

If you’d like to receive a quote, please email [email protected] with the following information:

  • Product Name (or link to product page)
  • Variation (Color, Size, etc)
  • Quantity
  • Shipping Address
  • Billing Address
  • Delivery Deadline
  • A member of our team with reply within 48 hours with availability, pricing and lead time information.

REGISTRY

How do I create a gift registry?

Creating a registry on TRNK is simple! Follow this link to get started and it’ll guide you through the rest of the process.

What are the benefits of registering with TRNK?

Aside from having the most curated selection of handsome homewares on the web, there are a few other perks to registering with TRNK:

  • A simple, seamless experience. Once you create your registry, every product will have a “Add to Registry” so that you can easily add things to your list. Checkout for your guests is just as simple. We’ll provide you with a link to your registry so that visitors can click-thru, add to cart and checkout without having to input any quantity or shipping information.
  • Easy gift-tracking and updates. We’ll send you email updates whenever something is purchased, you’ll always know what’s still on your list. You can also manage and make edits to your registry at any time.
  • Enjoy a 10% discount for 60 days after your event (to pick up anything left off your list).
  • Exchange any gift you receive up to 30-days after your event (especially useful for any incomplete sets).

Can you help me build my registry?

Of course! Feel free to email us at [email protected] at any time with any questions. You can also refer to our curated selection of registry picks for inspiration to help you get started.

If you’re in the NYC-area, we definitely encourage you to make an appointment to come by our showroom! We can walk you through all of our various product collections, and help you to build the registry right no site!

Can I return or exchange something from my registry?

Yes! You are able to exchange any gift you receive through your registry up to 30 days after the date of your event.

SHOWROOM

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