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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. 

Email us

Our Customer Support Representatives are available Mon – Fri: 8AM –8PM CST and Sat-Sun 8AM - 6PM CST.  Contact us at support@pier1.com 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.  


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There are usually two reasons: you may have an outdated email address on file, or you may have a spam blocker filtering email from us.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 tracking 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

Last updated December 30, 2020

Due to COVID-19 return processing times are taking longer than normal.  Please allow us 14-21 days to process your return before contacting customer support regarding the status of your return. Thank you for your patience.
IMPORTANT:  With limited exceptions, returns (i) are refunded to customer by store credit redeemable on pier1.com and (ii) customer is responsible for return shipping charges. 

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. If it’s not the right fit, we’ll help you get there.
You can return most items for a store credit within 30 days of delivery. Unless noted below, outbound shipping charges are non-refundable and you will be responsible for all return shipping costs.
Clearance merchandise and any items marked “Final Sale” cannot be returned. Other nonreturnable merchandise includes clearance items, personalized items, bundled items at discount rates (e.g. “4 for $20”; unless the entire bundle is returned), items marked nonreturnable at the checkout or within the product description page, and products that have been assembled
If there is a mistake with your order, or items arrive defective/damages at the time of receipt, we will take care of it and work with you to find the best solution as further described below.
To begin the return/exchange process, please reach out to our customer service team for assistance. Our Customer service representatives are available by email support@pier1inc.com
Returns/Exchanges
You can return most items for store credit redeemable on pier1.com within 30 days of delivery.  The following will apply:
  • Only outbound shipping charges for damaged orders will be refunded. All other shipping charges are non-refundable and will automatically be deducted from the refund credit amount.
  • Clearance merchandise, any items marked “Final Sale” or marked nonreturnable may not be returned/exchanged.
  • Returns/exchanges are not accepted on pillows, comforter sets, or other bedding products.
  • We reserve the right to refuse returns/exchanges of items that are not in as-new condition due to damage or misuse by the customer.
  • Each returned item must be in its original condition and packaging to be accepted.
  • We are not liable for any return packages that may become lost or stolen in transit. Please keep proof of postage and/or return tracking number when shipping back returns.
  • Refunds are generally issued within 7-14 business days after we have processed your return.
Defective Product and Returns due to Our Error
If there are mistakes with your order, or items arrive defective/damaged at the time of receipt, we’ll make it right by sending you replacement parts or accessories, replacing the item or issuing you a refund.  In such an event, there is no return shipping charges. 
Order Cancellations
We strive to have all orders picked, packed, and shipped as quickly as possible because we know you can't wait to receive it! With that in mind, once your order is placed, we are not able to cancel your order. Please see the return policy for additional information if a return is still needed.

Address Changes
Because your order is processed in real time, we are unable to assist with any address change requests. Once tracking details are sent to you via email, please reach out to the carrier to explore if delivery change options are available to you. For your convenience, the links to our shipping partners are provided below.

UPS: https://wwwapps.ups.com/doapp/signupmychoice?loc=en_US
FedEx: https://www.fedex.com/en-us/delivery-manager.html
USPS: https://www.usps.com/manage/package-intercept.htm


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 Pier 1 stores closing?
As of September 2020, all physical Pier 1 storefronts have closed throughout the United States and Canada. However, you can find the same signature home goods and accessories in a new, exciting online-only experience at www.pier1.com. 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.

Why is Pier 1 closing?
While all Pier 1 brick-and-mortar locations have closed, we continue to provide customers with an exceptional online shopping experience, which includes the Pier 1 furnishings, home decor, and accessories you’ve come to know and love.

Will Pier 1 still sell online?
Yes, Pier 1 is now exclusively online with many of the heritage products you know and love with more to come!

Did anyone buy Pier 1?
Yes, Pier 1 was purchased by Retail Ecommerce Ventures in September 2020.

Who is the parent company of Pier 1?
The parent company of Pier 1 is Retail Ecommerce Ventures who has transformed numerous well-known brands into Ecommerce success stories.

Is Pier 1 furniture good quality?
Since 1962, Pier 1’s mission has been to inspire the home designer in all of us. One of the ways we do this is by sourcing high-quality furniture, decor, and other home accessories. We take pride in the quality of our products by choosing vendors who manufacture well-made, one-of-a-kind pieces from around the world.

Where does Pier 1 get their products?
Our dedicated buying team carefully selects vendors both domestically and globally to offer unique, authentic, quality products that spark your creativity and create a home that’s full of style and comfort.

How long has Pier 1 been in business?
Pier 1 started as a single store in San Mateo, California, in 1962. Nearly six decades later, Pier 1 continues to provide many of the classic styles you’re familiar with, like the Papasan chair, in addition to thousands of carefully curated accessories and furniture pieces. You can read more about our history here.

Can I still use my Pier 1 credit card?
You can no longer use your Pier 1 Credit Card, but a new Pier 1 Credit Card and Rewards program is in development and will be available soon.

Can I still use my Pier 1 gift card?
No, unfortunately, all Pier 1 gift cards and store credits issued before September 1, 2020, will not be honored on our site.

Does Pier 1 still have free shipping?
We do not currently offer free shipping, but we are developing new and exciting shipping promotions for our customers to take advantage of soon.

Does Pier 1 have a rewards program?
Yes, Pier 1 Rewards. You can join Pier 1 Rewards for just $9.99 per month and receive exclusive, early access to promotions, products, and more.

Pier 1 Rewards benefits include:

  • 10% off everything. Receive a 10% discount on everything upon signing up.
  • Free shipping and returns on reward items. Members also enjoy complimentary shipping and returns on thousands of products indicated by the rewards logo.
  • Insider content. Members get exclusive access to our new collections, designers, styles, and promotions.

Standard Shipping 

Most purchases shipped from our warehouses will arrive within 5-7 business days. If there is a delay, we will notify you by email. Some items sent directly from our suppliers may take longer, and items ordered together may not arrive in the same box.

Free shipping on orders over $149 excluding rugs and furniture. You’ll receive an email with tracking information when your order is shipped.

Your shipping charges will be calculated and viewable at checkout.   We are unable to ship to PO Boxes, please make sure you include a physical delivery address when checking out.

At this time, we do not offer a white glove delivery option.

Some oversized items may not be available for delivery to Alaska and Hawaii.

48 Contiguous United States
Order Total Charge
Up to $15 $4.95
$15.01 - $25.00 $6.00
$25.01 - $45.00 $8.00
$45.01 - $65.00 $11.00
$65.01 - $90.00 $14.00
$90.01 - $125.00 $17.00
$125.01 - $200.00 $21.00
$200.01 & over 10%
Alaska and Hawaii
Order Total Charge
Up to $15.00     $24.95
$15.01 - $25.00 $26.00
$25.01 - $45.00 $28.00
$45.01 - $65.00 $31.00
$65.01 - $90.00 $34.00
$90.01 - $125.00 $37.00
$125.01 - $200.00 $41.00
$200.01 & over $50.00

 Last updated February 1st, 2022

Due to COVID-19 return processing times are taking longer than normal.  Please allow us 14-21 days to process your return. Thank you for your patience.

 

IMPORTANT:  With limited exceptions, returns (i) are refunded to customer by store credit redeemable on pier1.com and (ii) customer is responsible for return shipping charges. 

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. If it’s not the right fit, we’ll help you get there.

You can return most items for a store credit within 30 days of delivery. Unless noted below, outbound shipping charges are non-refundable and you will be responsible for all return shipping costs.

Clearance merchandise and any items marked “Final Sale” cannot be returned. Other nonreturnable merchandise includes clearance items, personalized items, bundled items at discount rates (e.g. “4 for $20”; unless the entire bundle is returned), items marked nonreturnable at the checkout or within the product description page, and products that have been assembled

If there is a mistake with your order, or items arrive defective/damages at the time of receipt, we will take care of it and work with you to find the best solution as further described below.

To begin the return/exchange process, please reach out to our customer service team for assistance. Our Customer service representatives are available by email support@pier1.com

Returns/Exchanges

You can return most items for a store credit within 30 days of delivery. Return shipping costs apply, and the item must be:

  1. In its original, undamaged condition
  2. Disassembled, if the item was originally delivered disassembled
  3. In its original packaging. If the original packaging is too damaged to be shipped back, you must use a similar sized box as the original or a box no longer than 108 inches.

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

  • Clearance items
  • Gift cards
  • Personalized items
  • Bundled items at discounted rates, e.g. “5 for $25” (unless the entire bundle is returned)
  • Items you have already assembled
  • Items marked “Final Sale” on the sale page
  • Open Box Items


Any outbound shipping charges collected on the order will not be refunded

    Defective Product and Returns due to Our Error

    If there are mistakes with your order, or items arrive defective/damaged at the time of receipt, we’ll make it right by sending you replacement parts or accessories, replacing the item or issuing you a refund.  In such an event, there is no return shipping charges. 

    Order Cancellations

    We strive to have all orders picked, packed, and shipped as quickly as possible because we know you can't wait to receive it! With that in mind, once your order is placed, we are not able to cancel your order. Please see the return policy for additional information if a return is still needed.

     

    .

    Pier 1 VIP

    Pier 1 VIP Program

    Member benefits include:

    • Exclusive discounts & deals
    • Early access to products and promotions
    • $25 off this month only! (YEARLY SUBSCRIPTION)

    Yearly

    $74.99 /Year

    Was $99.99

    No thanks

    *VIP PROGRAM STARTS IN FEBRUARY