FAQ

SHIPPING

Holiday Shipping

Items marked with a gift-box icon will be delivered to the contiguous United States by 12/24. Please contact help@trnk-nyc.com with any questions or expedited shipping requests. 

How much does shipping cost?

Shipping fees depend on the items purchased. Many small accessories (tableware, table lamps, books, etc.) ship free! However, most fragile and bulky items (like furniture) do incur a surcharge. You can see the total fee by heading to the checkout page.

Do you ship internationally?

Our website facilitates the calculation of shipping fees within the continental United States. For international shipments, please contact help@trnk-nyc.com. 

Alternatively, clients may consider utilizing Hop Shop Go, a third-party service that consolidates orders from across the United States for international shipping in a single, bulk package.

When will I get my package?

Lead times vary by product. Our products ship from multiple warehouse locations around the country, and some are made-to-order.

You’ll find an “Estimated Ship Date” for each product on your order receipt if you've already made a purchase. Please note that this date range estimates when your order is expected to leave our warehouse (please allow up to 10 additional business days for delivery to your residence).

If the estimated ship range has passed and you still haven’t received tracking information for your order, please feel free to contact us at help@trnk-nyc.com

If you haven’t yet placed your order but want to know how long a specific product will take to ship, you can find its “Estimated Ship Date” on its product page after selecting it.

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

If you ordered multiple items, they may arrive at different times and in separate packages. Our products ship from several different warehouse locations around the country.

Please check the “Estimated Ship Date” for each product, as listed on your order receipt. As your items ship, you’ll receive tracking info for each package via email. If you have a TRNK Account, you can also check the “Order History” section of “My Account”.

How can I track my order?

As your items ship, you’ll receive an email notification with tracking info for each package. If you have a TRNK Account, you can also check the “Order History” section of “My Account”.

Do you offer expedited shipping?

Unfortunately, we do not offer an expedited shipping option at checkout. However, we can accommodate specific expedited requests. Please email us at help@trnk-nyc.com and tell us which product(s) and your deadline. (Please note that most expedited requests may incur a surcharge.)

FURNITURE DELIVERY

How will my furniture ship?

The delivery method will depend on the size of the item. If the product is small enough, it will ship via UPS or FedEx. However, for larger items like sofas, we'll have to arrange delivery with one of our trusted freight carriers (the shipping method will be noted in the shopping cart). 

All items that ship freight include in-home delivery, which includes the following:

This service provides in-home, room-of-choice delivery and removal of all packaging materials.

• Appointment Scheduling: At least 48 hours before delivery, one of our carrier partners will call you directly to schedule a delivery date and a 2-4 hour ship window.
• Delivery to: A room of your choice inside your home.
• Signature Required: Yes
• Room of Choice: Yes
• Packaging Removal Included: Yes
• Assembly Service Included: Light assembly, if required.

When will my furniture arrive?

We strive for timely, efficient delivery on all items, but please refer to the individual product pages for projected lead times. Many of our site's furniture pieces are made-to-order and unavailable for immediate delivery. If you’re in need of a product sooner than our messaged lead time, please email us at help@trnk-nyc.com and we will try our best to accommodate your request.

Each product's individual product page has an estimated shipping lead time. We will email you with specific carrier and tracking information when your order ships. If your order ships via a freight company or includes in-home service, the carrier will contact you directly to schedule delivery.

If you have questions or need more information, please don’t hesitate to email us at help@trnk-nyc.com.

Do you deliver on the weekends?

In most cases, weekend deliveries are not available; however, depending on the item purchased and your location, we may be able to accommodate some weekend delivery requests.

Feel free to contact us at help@trnk-nyc.com to inquire before making the purchase.

How do I pick a delivery date?

You'll receive an email notification once your order is ready for shipment with a specific carrier and tracking information. Our large furniture pieces will be delivered via a local freight carrier. The carrier will contact you directly to schedule a delivery in these instances. The delivery window is generally 2-4 hours, but may vary depending on your location. Delivery appointments are available M-F, 8 am-6 pm. Weekend delivery is not available. Please email us at help@trnk-nyc.com if you have issues with these time windows, and we will try our best to accommodate.

Is there anything I need to prepare for delivery?

Measure for fit: When ordering furniture, 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 before 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 modify your home or the purchased product.

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 make delivery quicker and ensure that no damage is incurred during delivery.

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

Pre-Delivery Questionnaire: Before delivery, a member from our team will email a short pre-delivery questionnaire to identify whether your building has any special delivery requirements (proof of insurance, limited delivery hours, etc.). Please note that a delivery cannot be scheduled before receiving a completed questionnaire and any related paperwork.

Can you deliver to remote locations?

We’re here to help deliver your items quickly and easily. If you are located at a remote address, please get in touch with help@trnk-nyc.com before purchasing. If our delivery team cannot easily access your address, there may be a unique delivery surcharge. Unfortunately, we cannot deliver furniture to Alaska, Hawaii, US territories, or PO Boxes.

RETURNS & DAMAGES

What is your return policy?

Refund policies vary by product, as messaged on each product page and your order receipt.

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 to return the item 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 shipping cost.

To initiate a return, please complete the Return Request Form, and we will contact you with the next steps upon completion.

I want to return my purchase. What should I do?

Before initiating a return, please refer to your order receipt to confirm whether or not your product is eligible for return (Please note that return eligibility varies by product, and is messaged in the product description, cart, and order receipt).

If your item is marked “Refundable,” please complete a Return Request form within 14 days of delivery.

A service agent will process your request within 48 hrs and follow up with instructions for completing the return.

How long will it take for my return to be processed?

We try our best to respond to return inquiries within one business day (please allow additional time during the busy holiday season). Once your Return Request Form has been submitted, a member of our team will review the request and reply within two business days. He/she will respond with a pre-paid shipping label and instructions for the return. Reimbursements will only be made once the product has returned to our facilities in its original condition.

Can I change or cancel my order?

Generally, we can process a cancellation for your order within 24 hours of purchase, provided the product has not already shipped. Please contact us at help@trnk-nyc.com with your cancellation request. If your order has already shipped, our standard return policies apply. Beyond 24 hours, we cannot honor any cancellation requests.

My order arrived broken. What should I do? 

• For Parcel Packages (those that ship via USPS, UPS, FedEx, or DHL):
  If your package arrived damaged, broken, or if the quality is not to your satisfaction, please complete our damage claim form within 48 hours of delivery. Do not dispose of exterior packaging, as photos will be required in the claims process.
  

  However, please inspect the pieces within two days of receiving the shipment. After reporting damage, please keep the original packaging and wait for further instructions. Please note that claims must be filed within 48 hours of delivery. Lastly, we suggest you always be present for delivery. Should you waive the signature requirement with the shipping carrier, we are not liable for any damages.
  
  

• For Freight Deliveries (Large Furniture Items):
  For any deliveries via a freight carrier (Curbside, Standard, In-Home, etc.), please inspect all packages before signing for the package with the delivery carrier. (In most cases, a signature confirms that the product arrived in acceptable condition, waiving rights to a damage claim.) Please complete our damage claim form if you notice damage after signing the package. 

  However, please inspect the pieces within 48 hours of receiving the shipment. Please keep the original packaging and wait for further instructions after reporting damage.

  Please note that after 48 hours of receiving the order, we cannot guarantee handling claims or incidents.
  

I think my package may be lost or stolen…

We require signatures on packages valued above $200. If your item was lost, stolen, or misdelivered, please email us at help@trnk-nyc.com within two days of the projected delivery date.

It is not our policy to replace lost or stolen packages. We suggest you always have packages delivered to a secure location where someone can receive the goods (office building, doorman building, etc.). Please note that we are not liable for items that have been misdelivered if you choose to waive the signature requirement with the carrier. We always recommend being present for delivery and inspecting packages before signing.

PRODUCTS & PROMOTIONS

How can I get more information about a product?

If you have any questions about our products, email us at help@trnk-nyc.com. For any style-related questions (e.g. How do I use it? What color do I pair it with? etc.), we’re more than happy to help! Just email us, and we’ll get back to you as quickly as we can!

I signed up for your mailing list. How do I use my $25 discount?

Upon creating an account, you should receive a “Welcome” email from us with a unique coupon code ($25 off any order $200+. Valid for 14 days and cannot be combined with any other offer. Enter this code in our shopping cart's “Promo or Store Credit” section. If you’re logged into your account, this coupon will also automatically appear in this section.

Where do I enter my promotion code?

Enter this code in the “Promo or Store Credit” section on the right-hand side of our shopping cart. Click on the “+” icon to open the section drawer.

My promotion code isn’t working. What do I do?

Please check to see if the coupon has expired. If not, email us at help@trnk-nyc.com, and we can help!

I forgot to enter my promo code before checking out. Can I still apply it?

Yes, we are happy to honor coupons in cases where you forgot to apply them at checkout. We will reimburse you for the coupon amount in your original form of payment. Just shoot an email to help@trnk-nyc.com with the below information:

• Order Number
• Coupon Code

Can I use more than one promotion code on a single order?

Most coupons cannot be combined with other offers, and some are invalid with sale items.

I saw the same product cheaper on another site. Will you price match?

We are happy to price-match items at a lower price on a competitor's site. Please note that the products must be identical, including size and color options. To request a price match, email us at help@trnk-nyc.com with a screenshot and a link to the competitor’s offer, and we’ll get back to you as quickly as possible.

I recently bought a product, but then it went on sale. Will you issue me a refund?

We will happily offer price match reimbursement for products purchased within 7 days of the launch of a sale. Reimbursements are granted in the form of store credit only. To request a price match, please email us at help@trnk-nyc.com with the following information:

• Order Number
• Product Name

Please note that we cannot honor price match requests for orders placed more than seven days before the sale's launch.

CHECKOUT

What payment method do you accept?

Payment can be made using any major American credit card (Visa, Mastercard, Amex, Discover) or PayPal. Stripe handles our credit card processing, so your personal information is always secure.

We also offer a financing option via Affirm. This service allows you to split your purchase into 3, 6, or 12 monthly payments, with fixed interest rates ranging from 10% to 30%, depending on your creditworthiness. Simply select “Affirm” at checkout, and you’ll be redirected to their website to fill out a short application.

I’m having trouble checking out. What do I do?

Don’t hesitate to chat with us or to pick up the phone and give us a call. We’re available M-F 10 am-5 pm ET at (844) 876-5689.

Can I order by phone?

Yes! We’d be happy to place an order for you over the phone. We’re available M-F 10 am-5 pm ET at (844) 876-5689. Call us, and just be sure to have your product and credit card information handy.

Why does it ask me for a phone number?

Phone numbers are used for delivery and order questions only. We do not share your personal information with anyone other than our shipping and delivery partners.

Why does my product have an extra fee?

Certain large or fragile items may have a delivery surcharge, which will be noted once you add the product to your cart. Delivery fees and surcharges vary by product and shipping location.

Where’s my receipt?

Immediately upon placing an order, you should receive an email confirmation to the address provided during checkout. If you registered for an account on our site, you can also access your order history through the My Account section of our website.

If you haven’t received an email confirmation, please don’t hesitate to contact us!