At Pottery Barn, we understand that shipping costs and delivery times are important considerations when making a purchase online. Our goal is to provide competitive shipping rates and reliable delivery timeframes to all areas we ship to.

This shipping policy outlines key information about our shipping practices, including:

We update this policy periodically when we adjust our shipping practices. If you have any questions not covered here, please reach out to our customer service team for assistance.

Eligible Shipping Destinations

We ship to all 50 U.S. states, APO/FPO/DPO addresses, Puerto Rico, Guam, and the U.S. Virgin Islands. We currently do not ship to P.O. boxes or international destinations outside of the designated areas.

Shipping Methods & Delivery Timeframes

Ground Shipping

Our standard ground shipping takes between 5-7 business days for orders to most areas we ship to. This method utilizes major carriers like FedEx Ground, UPS Ground, or freight shipping. Delivery timeframe may be longer for some rural ZIP codes, addresses requiring lift-gate service, or around holidays.

Expedited Shipping

We offer expedited shipping for an additional fee, with delivery timeframes around 2-4 business days depending on destination. Expedited shipping utilizes faster service levels from FedEx and UPS. Cutoff times for next-day delivery is 2PM in the destination timezone.

White Glove Delivery

On select furniture items, we provide white glove delivery service for an added charge. This includes room-of-choice delivery, assembly, and removal of packaging materials by the delivery crew. White glove delivery takes approximately 3-6 weeks based on merchandise availability and delivery destination.

Shipping Rates & Fees

Shipping fees on include charges to cover freight costs via our network of trusted carriers. Rates are calculated in real time based on item weight/dimensions, shipping distance to destination, and carrier pricing fluctuations.

Here are a few key notes about our shipping rates:

In addition to freight fees, the following fees may apply to some orders:

Shipping Restrictions

We aim to provide the best delivery experience possible to customers. To achieve this, the following restrictions apply:

Prohibited Items

We do not ship or offer white glove delivery service for certain categories of heavy/oversized merchandise like pianos, billiards tables, hot tubs, stone fireplaces, and large fitness gear. Please contact us to confirm if an item has delivery restrictions.

Alcohol Purchases

Wine, beer, and spirits can only be purchased and shipped to addresses in CA, DC, FL, IA, MN, MO, NC, NM, OR PA and WA. Items will be shipped via FedEx or UPS with adult signature required. Must be 21+ years old with valid photo ID for delivery.

Large Items Requiring Assessment

Due to state regulations and carrier restrictions, some oversized products have special requirements before allowing residential delivery via common freight. Items like armoires, large dressers, dining room tables, etc may need a delivery assessment done. We will reach out after purchase to gather room dimensions and photos to secure carrier approval. Additional charges for professional assessment services may apply.

Extreme Rural Area Restrictions

Unfortunately we cannot offer shipping or white glove delivery to some remote rural areas due to logistical challenges experienced by carriers. Residential locations beyond 50+ miles from a major highway/interstate will be verified for eligibility during checkout or assessment. Our customer service team will communicate any restrictions found and assist with finding solutions.

Damaged or Missing Items

Despite our best efforts, occasional damage in transit or other shipping issues can occur. Please thoroughly inspect deliveries in the carrier’s presence when possible, and report any damage or missing items to Pottery Barn within 48 hours for assistance.

Here is our process to resolve common delivery issues:

Damaged Items

If visible damage to packaging or product is identified, reject the shipment or accept delivery but document all damage in detail on the carrier’s delivery receipt before signing. Retain all packaging materials and damaged goods for inspection. Submit photos of damage along with order information through our online returns portal or by emailing customer service with “Damage Claim” in the subject line. We will evaluate and determine if a replacement, return, or damage claim with the carrier is required.

Missing Items

If any merchandise on the packing slip is missing from your delivery, note discrepancy directly on the carrier’s delivery receipt in driver’s presence whenever possible. Missing items must be submitted via our online returns portal or by email to customer service within 48 hours for prompt resolution.

Lost Packages

In rare cases shipments may display as delivered but fail to arrive at your premises. This can occur due to carrier mis-delivery to an incorrect address or theft after delivery completion. If tracking shows delivered but order is still missing more than 48 hours later with no attempt from the carrier to resolve it, submit these details through our online returns portal for investigation and re-send or refund.

Shipping Contact Information

If you have any questions or issues with your Pottery Barn order regarding shipping, delivery, or missing/damaged merchandise, please contact us for assistance:

Online: Submit requests through Returns & Exchanges portal


Phone: 1-800-709-9838

Office hours: 24/7

We strive to respond to all inquiries within 24 business hours and resolve issues promptly! Please note requests received on weekends/holidays may experience a slight delay.