SHIPPING & RETURN POLICY

Shipping Policy

For a limited time, we are offering Free Shipping on orders over $200 (before tax), and charge $7.95 on orders totaling $200 or under.

For certain large, bulky or fragile items, there may be an additional shipping surcharge. We message this charge on the “Shipping & Return Info” section of each individual product page.

Total order cost Shipping Fee (flat rate per order)
$200 or less $7.95
Over $200 Free
*There may be an additional shipping surcharge for certain large, bulky or fragile items.

We ship within the continental US using standard ground shipping from a variety of 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.

Return Policy

We are able to accept returns on certain items, as messaged on the product detail page, located in the “Refund Policy” section.

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.

shipping-&-return-policy

Damage Policy

If your item arrives damaged please email us at [email protected] immediately! If the shipping carton is visibly damaged from the outside, we ask that you refuse delivery with the shipping provider, and contact TRNK customer service (via email) within 24 hours of delivery. If the damage is discovered upon opening the package, please contact us immediately and we will followup with further instructions. In certain instances, we may ask you to complete a damage claim form in order to more effectively process the refund or exchange.

We suggest you always be present for delivery. We are not liable for any damages should you waive a signature requirement with the shipping carrier.

Lost or Stolen Packages

We require signatures on packages valued above $200, and all orders that ship USPS Express or UPS 2nd Day Air. In the event your item was lost, stolen, or mis-delivered, please email us at [email protected] within two business days of delivery. It is not our policy to replace lost, stolen, or mis-delivered 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.).

Backordered Items

We allow customers to pre-order into “backordered” inventory for products that are currently out of stock, but with expected replenishment in the near future. You may purchase these products in advance using our standard checkout process, and your order is will ship within the dates listed under “Estimated Ship Date.” Please be aware there is some risk that the ship date of backordered products will change. If a product does not ship within the expected ship date range quoted on your order, we will allow you the option to cancel the order.

Shipping Furniture & Large, Bulky Items

What types of furniture shipping services does TRNK offer?

You have the ability to choose between our two furniture delivery options at check-out:

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 to: 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 the room of your choosing, then remove and dispose of all packaging for your convenience.

  • Appointment Scheduling:At least 48 hours prior to delivery, one of our carrier partners will call you directly to schedule a delivery date and 2-6 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 order ship?

We strive for timely, efficient delivery on all items, but please refer to the individual product pages for projected lead times. Many of the furniture pieces on our site are made-to-order, and are 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.

Each product has an estimated shipping lead time on its individual product page. When your order ships, you will receive an email from us with specific carrier and tracking information. If your order ships via a freight company or includes White Glove service, the carrier will contact you directly to schedule your delivery.

If you have questions or need more information, please don’t hesitate to email us at [email protected]

When can I schedule a delivery appointment? We work with a network of professional delivery companies to deliver your furniture items. Within two weeks of delivery, one of these companies will reach out to schedule your delivery date and window. The delivery window is generally 2-6 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 can see what we are able to accommodate.

Please note that items will not be delivered without an appointment. Please make sure an adult 18 or older will be home during the delivery window.

What do I need to prepare before my delivery?

That the item will 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.

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 upon delivery.

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

Special Delivery or Insurance Requirements

Please be sure to find out any requirements for access to buildings that have specific delivery instructions, such as deliveries allowed only during certain hours or dedicated freight elevators, etc.

If your building requires a Certificate of Insurance for delivery, please make this request prior to your day of delivery by emailing [email protected] so our carriers may have the correct paperwork handy.

What if I require delivery to a remote address?

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.

We unfortunately are unable to deliver furniture to Alaska, Hawaii, US territories or PO Boxes.

What If I need to send a message regarding a vacation-hold or “Do-not-ship before” dates?

Please contact our customer service team at [email protected] immediately upon order placement so that we can assist you with the appropriate arrangements.

FAQ

I ordered my item weeks ago, where is it?

We work with many independent designers at TRNK, and many of the goods available for purchase are made-to-order. We message the estimated shipping window for each item on the product page, and will update you when your order has shipped. If the ship window has passed and you still have not been updated or received your goods, please send us an email at [email protected] and we’ll figure out what’s going on.

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

We work with numerous vendors at TRNK, many of whom ship their goods directly from their studios and warehouses to you. As a result, if you ordered multiple items, it’s possible that they’ll arrive in separate packages. Please check the individual lead times for each product, as listed on your order confirmation.

My order has not shipped, but I want to cancel my order.

You can cancel your order up to 24 hours after the time of purchase. Beyond 24 hours an order cannot be cancelled. Returns vary by product, and are subject to the product’s return policy as outlined on the individual product detail page.

My order arrived broken. What should I do?

If your item arrives damaged please email us immediately at [email protected]! If you are home when the package is delivered, we ask that you refuse delivery with the shipping provider. If you are not home when the item is delivered, you must contact TRNK customer service within 36 hours of delivery. At that time, we’ll make arrangements for a replacement to be shipped. In certain instances, we may ask you to complete a damage claim form in order to more effectively process the return of the damaged goods.

I purchased something, but I’m not happy with it anymore. Will you take it back?

We accept returns on certain items, as dictated at the item level on the product page. You may return a refundable item within 14 days of delivery by filling out a Returns Request Form. We’ll reply within in 24 hours with a return shipping label, and instructions for sending back. Funds will be reimbursed in the chosen format (100% refund for TRNK credit or 85% refund to original form of payment) only after we receive and process the returned item in its original condition. For items that are marked non-refundable we are unable to accept returns at this time.

We never want you to be displeased with your experience on our site. For any order-related issue, concern, or dissatisfaction, email us at  [email protected] and we’ll do our absolute best to make things right!

Close Lightbox