FAQ

TRNK works with a global network of designers, manufacturers, and warehouses. The information below outlines how orders are placed, shipped, delivered, returned, and serviced. All product-specific details—including pricing, shipping origin, delivery method, estimated timelines, and return eligibility—are listed on each product page and confirmed at checkout and in your order confirmation. This page serves as TRNK’s single source of truth.

SHIPPING & DELIVERY

When will my order ship?

Since we ship from multiple warehouse locations, including many made-to-order items, lead times vary by product.

The Estimated Ship Date, listed on the product page and on your order receipt, indicates the expected date the item will be shipped from the warehouse.

Once an item ships, Delivery Timeline depends on the shipping method (parcel or freight) and the shipping origin, as outlined in the Shipping Rate Table below.

Tracking information is sent by email when each item ships. If the estimated ship range has passed and you have not received tracking information, please contact help@trnk-nyc.com.

How can I track my order?

As items ship, you will receive an email notification with tracking information for each package. If you have a TRNK account, tracking is also available in My Account.

Why did only part of my order arrive?

If you ordered multiple items, they may ship from different warehouse locations and arrive in separate packages. Please check the Estimated Ship Date for each item on your order receipt. If you have a TRNK account, you can also view this information in My Account → Order History.

How will my order ship?

The delivery method (either parcel or freight) depends on the item's size and nature. Each item’s shipping method is noted on the product page, in the shopping cart, and on your order confirmation.

• Parcel: Smaller items ship via standard parcel carriers such as USPS, UPS, FedEx, or DHL.

• Freight: Large, heavy, and fragile items (particularly furniture) ship via one of our trusted freight carriers and require a delivery appointment.

Transit times begin once an item ships and do not include production lead times, which are listed separately on each product page. 

For orders exceeding $50,000, please contact us at trade@trnk-nyc.com to request a custom shipping quote. 

What’s included with freight delivery, and what’s the process?

All items that ship via freight include in-home, room-of-choice delivery, which provides:

• Scheduled delivery appointment

• 2–4 hour delivery window (varies by location)

• Delivery to a room of your choice inside your home

• Signature required

• Removal of all packaging materials

• Light assembly, if required

Here’s what to expect after placing your order: 

• You’ll receive a link to our Furniture Delivery Questionnaire in your order confirmation email. This form is used to confirm building requirements, such as proof of insurance requirements or restricted delivery hours. Please complete as soon as possible to avoid any delays, since delivery cannot be scheduled until the required information is received.

• Once the item is ready to ship, you’ll receive an email with tracking information, including the name of the selected carrier.

• Once the item has reached your local warehouse, the freight carrier will contact you directly by phone or email to schedule delivery. Delivery appointments are generally available Monday–Friday, 8am–6pm, with a 2–4 hour delivery window. Weekend delivery is typically unavailable.

Here’s how you should prepare for the delivery: 

• Before ordering furniture, please confirm the item will fit within your residence. Measure doorways, hallways, elevators, and stairwells before purchase.

• Items that cannot be delivered due to fit constraints remain subject to the return policy, as delivery providers cannot modify the home or the product.

• Please clear an accessible path to the item’s final placement location. If your address has challenging access conditions (narrow roads, steep driveways, limited truck access), notify us in advance.

• Before freight delivery, a member of our team may email a pre-delivery questionnaire 

For any questions along the way, please contact us at help@trnk-nyc.com. 

Do you deliver on weekends?

Weekend deliveries are not available in most cases. However, depending on the item and your location, some weekend delivery requests may be accommodated. Please contact help@trnk-nyc.com before making a purchase to inquire.

Can you deliver to remote locations?

If you are located at a remote address, please contact help@trnk-nyc.com before purchasing. Remote or hard-to-access locations may require a unique delivery surcharge. Furniture delivery is not available to Alaska, Hawaii, U.S. territories, or PO Boxes.

Do you ship internationally?

The website facilitates shipping fee calculations within the continental United States. For international shipments, please contact help@trnk-nyc.com prior to placing an order.

Do you offer expedited shipping?

Expedited shipping is not offered at checkout. Specific expedited requests may be accommodated on a case-by-case basis and may incur additional fees. Please email help@trnk-nyc.com with the product(s) and your deadline.

RETURNS, CANCELLATIONS & DAMAGES

What is your return policy?

Return eligibility varies by product and is messaged on each product page, in the cart, and on your order receipt.

Items marked returnable may be returned in original, undamaged condition within 14 days of delivery. Approved returns must be shipped within 7 days of approval.

If you elect store credit, return shipping is free and no restocking fee applies.

Refunds to the original payment method are subject to a 15% restocking fee, calculated on the item’s full retail price before discounts or promotions. Original shipping fees are non-refundable.

How do I initiate a return?

All returns must be initiated through the Return Request Form. Requests submitted outside the eligible window or for non-returnable items will not be approved.

To initiate a return, please visit our returns portal below

 

Initiate Return

Once submitted, a service agent will review the request and respond within seven business days with instructions and, when applicable, a prepaid return label. Refunds are issued only after the item is received and inspected in original condition.

Can I change or cancel my order?

Cancellation or change requests must be submitted within 24 business hours of placing an order by emailing help@trnk-nyc.com with your order number and reason.

Made-to-order items cannot be canceled once production has begun. Approved changes may require a change fee depending on timing and scope. Orders cannot be canceled once shipped.

What if my order arrives damaged, is lost, or has a quality issue?

All orders should be inspected promptly upon delivery. If an issue arises, a claim must be submitted using the Claims Form within 48 hours of delivery.

To file a claim, please complete our form below:

 

File a Claim

Here’s what to expect upon filing a claim: 

PRODUCTS & PROMOTIONS

How can I get more information about a product?

For product details or styling guidance, email help@trnk-nyc.com.

How do promotions and discounts work?

Promotions cannot be combined unless stated. Some promotions exclude sale items.

If you forgot to apply a promo code at checkout, email help@trnk-nyc.com with your order number and code.

Do you price match or adjust prices?

TRNK may price-match identical products found at a lower price on a competitor’s site. Requests must include a screenshot and link.

If an item goes on sale within 7 days of purchase, TRNK may offer a price adjustment in the form of store credit only.

ORDERING & CHECKOUT

What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, Amex, Discover), PayPal, and Affirm financing.

We accept check, ACH, and wire transfer payments for qualifying Trade Program clients. See below for more information.  

Can I place an order by phone?

Yes. Orders can be placed by phone Monday–Friday, 10am–5pm ET at (844) 876-5689.

Why do you ask for a phone number at checkout?

Phone numbers are used only for delivery and order-related communication and are shared only with shipping partners.

Where’s my receipt?

Order confirmations are emailed immediately after purchase. Registered customers can also access receipts in My Account.

TRADE PROGRAM

Do you offer a trade discount?

Yes. Licensed interior designers and architects receive:

• 15% off the TRNK Collection

• 10% off all other items

How do I sign up for the trade program?

Complete the trade application and provide proof of eligibility, such as:

• ASID, AIA, IDC membership

• NCIDQ or equivalent certification

• W-9 or EIN

• Resale or sales tax certificate

Applications are reviewed within one business day.

Do trade members receive sales tax exemptions?

Yes. Trade members who submit a valid resale or sales tax certificate receive automatic tax exemption on eligible orders.

Can I receive a trade price quote?

Yes. Email trade@trnk-nyc.com with:

• Product name or link

• Variations

• Quantity

• Shipping & billing addresses

• Install date or delivery deadline

A team member will respond within 48 business hours with pricing, availability, and lead times.