Shipping, Returns & Refunds
The products on our site are delivered via a predetermined shipping method directly from the manufacturer or through our third-party logistics partner. The specific product shipping/delivery information can be found on each product page and the associated costs will be displayed within the cart during the checkout process.
Please see below for a detailed description of each shipping method as well as a list of FAQs. For any additional questions regarding shipping, returns or damages, please contact us.
Standard or Free Shipping
Products will arrive via UPS or Fedex Ground.
White Glove Delivery
Product will be delivered by our white glove delivery specialists to your room of choice, unpacked and assembled. Please note, packaging removal is not included.
White Glove delivery rates are determined by proximity to one of our national receiving warehouse centers. To find out which rate would apply for your delivery, enter your delivery address during the checkout process, or reach out to our Customer Service team to assist.
| Mileage Bands | Up to 5 items | 6 to 15 items |
|---|---|---|
| 0 to 50 | $279.00 | $369.00 |
| 51 to 99 | $329.00 | $429.00 |
| 100 to 150 | $379.00 | $469.00 |
| 151 to 200 | $429.00 | $519.00 |
| Commercial Deliveries | |
|---|---|
| $1-999.99 | $274 |
| $1,000-9,999.99 | 22% |
| $10,000+ | 20% |
IMPORTANT RETURN INFORMATION: Many items on the Pine & South website are made-to-order, which means that each piece is hand-selected by our customers based on specific finishes desired and therefore cannot be returned. These details are noted on each product page.
For products eligible for return and refund, here are a few things to keep in mind:
- Please contact [email protected] to initiate a return. All returns need to be pre-approved by our team, who will provide detailed return instructions including a return-to address.
- Return requests must be submitted within 48 hours of receiving the product.
- Product must be received back in the original condition to our specified return location within 14 days of receipt.
- Shipping charges are non-refundable. You will be responsible for outbound and return shipping/delivery charges.
- Returned orders will be subject to a 30% restocking fee which will be deducted from the refund amount.
- Once the returned product is received and inspected, a refund will be issued in the form of a credit back to the original payment method, less the restocking fee.
- In order for a return to be accepted, the product must be received in the original packing materials and in perfect condition.
- Please allow 1 week for our team to receive and inspect the product. Once the returned product has been approved, a refund will be issued within 24 hours. Please note, it may take up to 3 to 5 business days for the credit to appear on your credit card statement.
Shipping FAQs
How can I return a product?
Please contact our customer service team to start the return process. Products must be in new, unused condition with original packaging. 30% restocking fee and return shipping fees apply. Made-to-order items cannot be returned.
What if I received damaged or incorrect merchandise?
Please contact us within 48 hours of receipt and our customer service team will assist you with the next steps. For damages, please include photos of the packaging as well as the damaged product.
Where can I find details on shipping information?
Once your order ships, you will receive a shipping confirmation email with the tracking information.
Do you ship internationally?
No, we are only able to ship orders within the contiguous United States.
Do you accept exchanges?
We do not allow exchanges. Instead, you may return the product to us and place a new order. Returnable products must be in new, unused condition with original packaging. 30% restocking fee and return shipping fees apply. Original shipping charges are not refundable. Made-to-order items cannot be returned.
What are my delivery options?
Small items ship via UPS / FEDEX Ground. Larger items ship through our delivery service team with a flat rate delivery fee. Our delivery team will assemble the furniture and place it in your room of choice. Please check the product pages to see the ship mode of each product. This information will also be displayed in your cart during the checkout process.
How long will it take to receive my order?
Each product has a different lead time. Please check the product pages for more information on estimated lead times.
How much does shipping cost?
Please add items to your shopping cart to preview the shipping costs.
What if my item is missing?
Please contact us and our customer service team will assist you with the next steps.
What do I need to do if my order is shipped freight?
No actions are needed on your end until our delivery team contacts you to schedule an appointment when your order is ready to be delivered.
Will You Ship To My PO Box?
Unfortunately we are not able to ship to P.O. Boxes. We can ship to residential addresses, businesses, venues, and apartment buildings. We do not recommend shipping to USPS facilities, UPS or FedEx distribution centers.
How Much Time Do I Have to Inspect My Package For Damage?
Please contact us within 48 hours of receipt with photos of the packaging as well as the damaged product.
Do you deliver to commercial office buildings?
Yes, please contact us for more information.