Frequently Asked Questions

How do I check the status of my order?

Log into your account to check the status of your order. You can review the details on the Order Status page within your account.

When a shipping label has been created for your order, you will be able to track your shipment within your Order History.

Please note that once your package has shipped, tracking information will take up to 24 hours to appear in a carrier’s system.

If you have any further questions, please contact us.

Where can I see my previous orders?

Your previous orders are available in your Order History.

I received a damaged item. What should I do?

Your satisfaction is our top priority, and we want your shopping experience to be perfect. We'll replace the item if it's still available or issue a full refund, including shipping charges.

For items shipped via our white-glove delivery service, you can refuse the item if you see any damage or quality issues. Make sure to note the damage or quality issues on the delivery service's paperwork and then contact us. Please include your order number and the name of the item that was damaged.

I'm missing items from my order. What should I do?

Since some items are shipped directly from the manufacturer and others are shipped to our warehouse first for repackaging, your purchases may arrive in more than one package.

Please view your order details to verify which item(s) may have shipped separately by entering your order number on the Order History page within your account.

If you do not know your order number, you can locate it by looking at your order confirmation email. If all of your shipments have been delivered and you are still missing items, please contact us.

How do I change my shipping address for an order?

To update the shipping address for an order, please contact us.

 

I received the wrong item. What should I do?

Your satisfaction is our top priority, and we want your shopping experience to be perfect. We'll replace the item if it's still available or issue a full refund, including shipping charges.

For items shipped via our white-glove delivery service, you can refuse the item if you see any damage or quality issues. Make sure to note the damage or quality issues on the delivery service's paperwork, and please contact us.

Please provide your order number, the item received in error, and the name of the item that you did not receive. We will contact you with details on how to return the item received in error and the status of the actual item you ordered.

Can I add items to an existing order?

Unfortunately, you can’t add items to existing orders. If you would like to add new items to an order you will need to place a new order.

What methods of payment do you accept?

Poist Home accepts:

•  Visa™, Mastercard™, American Express™, and Discover™ credit cards with a United States billing address.
• PayPal
• Amazon Pay
• Meta Pay
• Google Pay
• Affirm
• Poist Home Gift Cards

When will I be charged for my order?

When you place an order, we will authorize your credit card to confirm it is valid to make sure there are sufficient funds available for your purchase.

You will see a “pending charge” on your statement until your order has been shipped or cancelled. The “pending charge” is usually for $.01 more than the original purchase amount.

We do not charge your credit card until your item(s) have been shipped.

If your order has been split into multiple shipments, we will collect payment only on the portion of your order that has shipped.

Please review your shipment notification email for details on the amount actually charged to your credit card.

How do you calculate shipping + processing charges?

Shipping and processing charges are based on the merchandise total for each delivery address. 

What shipping options are available?

Our products are delivered via small parcel or truck delivery:

• Front Door Small Parcel Delivery (e.g., UPS, USPS) to your delivery address
• Truck Delivery for most furniture and other items that exceed parcel carrier shipping weight limits; usually includes our Premium White Glove service and Unlimited Items for a Flat Rate fee

Where do you ship?

We can ship to street addresses within the continental U.S, Alaska, and Hawaii. 

Because most of our products are shipped via FedEx, we cannot deliver to P.O. boxes or APO/FPO addresses. Unfortunately, we do not ship to U.S. territories, including Puerto Rico and Guam.

What should I do when I receive my order?

Once your item has been unwrapped, please inspect it for any damage that may have occurred during transit. For truck deliveries, do not sign the delivery paperwork until you have thoroughly inspected the item for any damage or quality issues.

If you do see any damage or quality issues:

1. You have the right to refuse the item.

2. Make a note of the damage on the delivery service's paperwork before signing for the item.

3. Contact us and we'll help resolve the issue.

 

What is your return policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it; unused, with tags, and in its original packaging. 

To start a return, you can contact us at hello@poisthome.com or you can initiate a return by logging into your account here. 

When your return is accepted, we will send you a return shipping label, as well as instructions on how, and where to send your package. There is a flat fee of $8.95 to have your shipment returned.

Refunds will be applied back onto the original form of payment that was used to place the order.

You can always contact us for any return question at hello@poisthome.com.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@poisthome.com.

Damaged, missing items or incorrect items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Price Adjustments
We are sorry, but we do not accommodate price adjustments at this time.

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TIPS

• Exercise caution when unpacking to prevent damage to furniture and upholstery from sharp objects
• Handle furniture with wood, metal, glass, and marble elements with care to avoid abrasion, cracks, chips, dents, and other types of damage

MAINTENANCE

• Dust regularly with a soft brush, cloth, or vacuum cleaner
• Use a nylon brush to remove dirt or crumbs from suede and fabric upholstered furniture
• Remove pet fur from furniture with a lint roller
• Clean spills immediately with a damp cloth and mild cleaner
• Ensure glass cleaner does not affect non-glass parts of furniture
• Do not use bleach solutions
• Avoid using strong or harsh detergents
• Keep wooden surfaces free of standing water
• Cover outdoor furniture when not in use
• Avoid prolonged exposure of outdoor furniture to extreme weather conditions
• Avoid placing wooden furniture in direct sunlight to prevent discoloration
• Do not place furniture close to wood-burning stoves, radiators, etc.

CERAMICS + PORCELAINS

For preventative care, it's a good idea to dust regularly with a soft microfiber cloth. If the object you are cleaning has tiny holes or crevices, use a soft, lightweight brush to clean out any dirt or dust. 

GLASS

Use gentle dish soap and water.

POTTERY

Fill your vase of water, then add 2 tablespoons baking soda and 2 tablespoons white vinegar. Once the mixture begins to fizz, let it sit for two to four hours to loosen the stains. Afterwards, take a bottle brush or a soft cloth and clean out the mineral deposits.