FAQ

SHIPPING

Holiday Shipping

Items marked with a gift-box icon will deliver to the contiguous United States by 12/24. Please inquire with customerservice@trnk-nyc.com regarding any questions or for 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?

We ship within the continental US using a variety of parcel and freight carriers. Unfortunately, we are unable to offer international shipping at the moment, but we’ve heard great things about the service Hop Shop Go. The third party service will consolidate orders from around the United States, and ship internationally as a consolidated, 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 of our products are made-to-order.

If you’ve already made a purchase, you’ll find an “Estimated Ship Date” for each product on your order receipt. Please note that this date range is an estimate for 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 customerservice@trnk-nyc.com

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

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

If you ordered multiple items, it’s possible that they’ll arrive at different times and in separate packages. Our products ship from several different warehouse locations from 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 may be able to accommodate certain expedited requests. Email us at customerservice@trnk-nyc.com and let us know 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 parcel 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 as well as removal of all packaging materials.

• Appointment Scheduling: At least 48 hours prior to delivery, one of our carrier partners will call you directly to schedule a delivery date and 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 the furniture pieces on our site are made-to-order, and are not available for immediate delivery. If you’re in need of a product sooner than our messaged lead time, please email us at customerservice@trnk-nyc.com and we will try our best to accommodate your request.

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

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

Do you deliver on the weekends?

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

Feel free to reach out to us at customerservice@trnk-nyc.com to inquire prior to making the purchase.

How do I pick a delivery date?

Once your order is ready for shipment, you’ll receive an email notification with a specific carrier and tracking information. Many of our large furniture pieces will deliver via a local freight carrier. In these instances, the carrier will contact you directly to schedule a delivery. The delivery window is generally 2-4 hours, but may vary depending on your location. Delivery appointments are available M-F, 8am-6pm. Weekend delivery is not available. Please email us at customerservice@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, we ask that you 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 prior to 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 make any modifications to your home or to 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 not only make delivery go quicker, but also ensure there are no damages 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: Prior to delivery, a member from our team will reach out via email with a short pre-delivery questionnaire. The purpose of the questionnaire is to identify whether or not your building has any special delivery requirements (proof of insurance, limited delivery hours, etc.) Please note that a delivery cannot be scheduled prior to receiving a completed questionnaire and any related paperwork.

Can you deliver to remote locations?

We’re here to help deliver your items as quickly and easily as possible. If you are located in a remote address, please contact customerservice@trnk-nyc.com before purchasing. There may be unique delivery surcharge for your address if it is not easily accessible by our delivery team. Unfortunately, we are unable to 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 individual product page and on 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 a return 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 cost of shipping.

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

I would like 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 process?

We try our absolute best to respond to return inquiries within 1 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 2 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 arrived back 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, pending that the product has not already shipped. Please contact us at customerservice@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 the shipping carton is visibly damaged from the outside, we ask that you refuse delivery with the shipping provider and fill out our damage claim form. Upon approval of the damage claim, we’ll make arrangements for the removal of the damaged item, and if necessary, provide a replacement. We suggest you always be present for delivery. We are not liable for any damages should you elect to waive the signature requirement with the shipping carrier.
• For Freight Deliveries (Large Furniture Items):
  For any deliveries via a freight carrier (Curbside, Standard, In-Home, etc.), we ask that you please open and inspect all packages prior to signing for the package with the delivery carrier. (In most cases, a signature is confirmation that the product arrived in acceptable condition, waiving rights to a damage claim). If you notice a damage after signing for the package, please fill out our damage claim form. Please allow 48 hours for our customer service team to process your request and send you an email.

I think my package may be lost or stolen…

We require signatures on packages valued above $200. In the event your item was lost, stolen, or misdelivered, please email us at customerservice@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 will be able to receive the goods (office building, doorman building, etc.). Please note, 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, just email us at customerservice@trnk-nyc.com. For any style-related questions (i.e. How do I use it? What color do I pair it with? etc.), we’re more than happy to help too! 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 immediately receive a “Welcome” email from us that includes a unique coupon code ($25 off any order $200+. Valid for 14 days and cannot be combined with any other offer). Simply enter this code in the “Promo or Store Credit” section of our shopping cart. If you’re logged into your account, this coupon will automatically appear in this section as well.

Where do I enter my promotion code?

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

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

We first ask that you check to see whether or not the coupon has already expired. If not, just email us at customerservice@trnk-nyc.com and we can help you out!

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 it at checkout. We will reimburse for the amount of the coupon, back to your original form of payment. Just shoot an email to customerservice@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 as well.

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

We are happy to price match for items available at a lower price on a competitor site. Please note that the products must be exactly the same, including size and color option. To request a price match, simply send us an email at customerservice@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 a launch of a sale. Reimbursements are granted in the form of store credit only. In order to request a price match, please email us at customerservice@trnk-nyc.com with the following information:

• Order Number
• Product Name

Please note that we cannot honor any price match requests for orders placed more than 7 days before the launch of the sale.

CHECKOUT

What payment method do you accept?

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

We also offer a financing option via Affirm. This service offers the ability to split your purchase into 3, 6, or 12 monthly payments, with fixed interest rates ranging from 10 to 30%, depending on 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 10am-5pm 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 10am-5pm ET at (844) 876-5689. Give us a call 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 any of your personal information with anyone aside from our shipping and delivery partners.

Why does my product have an extra fee?

Certain large or fragile items may have a delivery surcharge, 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, for whatever reason, you haven’t received an email confirmation, please don’t hesitate to reach out to us!