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Frequently Asked Questions

Pier 1 FAQS


Orders


How Do I Place an Order?

We offer two secure ordering methods so that you can choose the option that works best for you. 

Order online

Placing an order on Pier1.com is safe, easy, and fast. You can check your order status and make changes every step of the way using the “My Account” page. 

Call us

Our Customer Support Representatives are available over the phone Mon – Fri: 8AM –6PM PST. Contact us at (888) 384-0700 and we'll not only set up the order for you but answer any questions you may have.

Will there be any delays in receiving my online order?

Due to the impact of COVID-19, associated safety measures and the recent increased order volume, there may be temporary delays beyond our standard shipping times.

If your order says that it is “in process,” it means we are fulfilling your order, and it has not been sent to UPS.

Once UPS receives the order, you will receive tracking info. Your order can be tracked in your account page.  

Can I cancel my order?

Because your order is processed as quickly as possible, there is a 15 minute window for order cancellation. Please call Customer Service at (888) 384-0700 immediately if you have placed an order in error. If the cancellation request occurs more than 15 minutes after the order is placed, the order will be delivered, and must be processed as a return upon delivery.

Updating Orders Before Shipping

Before an item has shipped, please call our Customer Support Department at (888) 384-0700 or email us at Support@pier1inc.com.

Updating Orders in Transit

Once an item has shipped, a few extra steps are required to make adjustments. Unfortunately, items already in transit cannot be expedited.

UPS

If you have a UPS tracking number, you can update your order through UPS My Choice. This give you the ability to:

  • Hold or delay packages
  • Pick up from a local FedEx or UPS location
  • Deliver to another address
  • Delivery on another day
  • Schedule a delivery window

Sign for packages online


How Do I know if my order went through?
After your order is completed, you will be sent a confirmation email to the email address provided. Included will be an order number – this is your reference number in case you have any questions about your order. Please review the order summary to confirm your order information is correct and save the email as a receipt of your purchase. If you don’t receive a copy, first check your junk mail and then check My Account or contact us.

Why haven’t I received an email about my order?

There are usually two reasons: you may have an outdated email address on file, or you may have a spam blocker filtering email from us. Make sure to keep your user information current and try turning off any spam blockers that may be preventing our messages from getting to you.

What do I do if something on my order is missing or damaged?
Please contact a Pier1 Customer Support Agent right away! Click here to view our Returns Policy and instructions. 
Pier1 must receive all returns and exchanges, including the replacement of missing or damaged items, within 30 days of the purchase date listed on your receipt.

 

Why doesn’t UPS recognize my tacking number?
Your tracking number will not be recognized by UPS.com until approximately 24 hours after your order has shipped. This is the time needed for UPS's online tracking system to update. Try tracking your package again the following day and follow it to your front door!

 

Payment Methods


Accepted Payment Methods:

All major credit/debit cards (American Express, MasterCard, Visa, and Discover)

Please keep in mind that fraud checks may occur. For security purposes, we may verify the address details with a third-party fraud check company. If there is a security concern, we may ask for additional information in order to process the order. This process is done as quickly as possible; however, on occasion, doing so may result in delaying the order.

Sales and Promotions:

Throughout the year, we offer special promotions and discounts to our customers. Be sure to sign up for daily or weekly promotional emails.
 

Apply a Gift Card or Promo Code:

Gift cards and promo codes can be applied on the payment page of checkout. Simply fill your cart with your favorite items and apply your code in the designated field. Your grand total will immediately reflect the discount.

Under the new ownership, all gift cards & store credits issued prior to September 1, 2020 will not be honored on our site.

 

Return Policy


ALL IN STORE AND ONLINE PURCHASES MADE PRIOR TO SEPTEMBER 1, 2020 ARE FINAL SALE.

We are committed to the safety of our customers and employees as we navigate COVID-19.
Therefore, we are experiencing longer than normal return processing times, please allow 14-21 days before contacting Customer Support regarding your return.

 

Please know that we understand that choosing the right décor for your home/office can be a tedious process. We want you to feel confident in your purchase. This is why we are more than happy to assist you with finding the right choice. it’s not the right fit, we’ll help you get there.

You can return most items for a refund or store credit within 30 days of delivery. Return shipping costs apply, and the item must be in its original condition and packaging to be accepted.

There are a few items that can’t be returned:

  • Clearance items
  • Personalized items
  • Bundled items at discounted rates, e.g. “5 for $25” (unless the entire bundle is returned)
  • Items marked “Non-Returnable” on the sale page
  • Items you have already assembled

However, if your item is damaged or defective, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution.


Exchanges


If you’d like to exchange an item for a different color, different size, or different product altogether, we are happy to help you with that! The process is similar to a return, and all the same policies listed in our Return Policy apply. There are two ways to exchange an item, depending upon your preference.

Before the return: To receive the new item sooner, you can go ahead and place an order for the new item before you return the old item. We will credit your account or the original payment method once we receive the return. Please note, you cannot use your store credit until we have credited your account.

After the return: Follow the same steps as a regular return. Once you receive your refund, use your store credit or credit card to place a new order.

Return shipping costs still apply for all exchanges and will automatically be deducted from the refund amount.


Refunds


What are my refund options?
You can receive a refund to Store Credit (never expires!) or to your original payment method, minus return shipping costs as per our Return Policy. 

When will I receive my refund?

For store credit and gift card refunds, we’ll credit your account within 1 business day once we’ve received notification that you have returned your item(s). 

For credit card refunds, we’ll begin issuing your refund once we’ve received notification that we have received your returned item(s) to our warehouse. Please allow up to 2 weeks for us to fully process your return and issue your refund. Most banks will process the refund within 3-5 business days. 

Email Subscriptions
Don't want our promotional emails anymore? No problem! 

To unsubscribe or receive fewer emails, click "Unsubscribe” link at the bottom of any email received.

It may take up to 48 hours for any changes to be applied. We will continue to send you emails about your shipping, delivery, and order information regardless of your email subscription.



Under New Management

As of September 1, 2020, Pier1 is now under new management. We will not be able to provide any information regarding orders placed prior to this date.


Are you going out of business?

No, however effective September 1, 2020 pier1.com will be under new ownership. All physical stores will be closing at the end of September, however expect to find the same signature home goods and accessories in a new, exciting online only experience.

We are grateful for your loyalty, especially to our retail stores for the past 58 years. We look forward to serving you in the next chapter of our business as an online only retailer.

When will the stores close?
All store locations will close at the end of September. Dates will vary by store. Please check the store locator on our website to find a store near you.

What happens with My Pier 1 Rewards?

The My Pier 1 Rewards Program has been discontinued. Any points, rewards, benefits, or other offers will no longer be issued or earned. Pier 1 Rewards Certificates may no longer be redeemed. They are deemed to have no value and are non-refundable.

Effective August 31 we will no longer accept the Pier 1 Rewards Credit Card as a form of payment. All Pier 1 Rewards Credit Card accounts will be closed on Friday, October 30, 2020.

• Customers will continue to receive monthly billing statements until their balance is paid in full.

• Terms and conditions of the Credit Card Agreement will apply until the balance is paid in full.

• Customers will continue to have access to Account Center to view their account and make online payments.

Pier 1 Rewards Card Payments may be made:

• Online: Access your account online at comenity.net/pier1. Sign in to your account or use Easy Pay without logging into an account.

• Phone: Pay by phone fees have been turned off: Call Customer Care using the number on the back of your card: 1-800-767-3662 (TDD/TTY: 1-800-695-1788).

• Mail: Mail payments to the address printed on your statement.

Pier 1 Imports Customer Relations cannot assist with any Pier 1 Rewards Credit Card issues. Please contact Comenity Customer Care Center using the number on the back of your card 1-800-767-3662 (TDD/TTY: 1-800-695-1788).

Are any other programs or services being discontinued?
The Trade Perks and Pier 1 business programs have been discontinued.

Gift Cards purchased prior to September 1, 2020
Gift cards are no longer accepted in stores. They are deemed to have no value and are non-refundable. Unused Pier 1 Gift Cards will not be accepted on our website when it relaunches September 1.