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Frequently Asked Questions

Looking for FAQs for International shopping?  Click here.


Products. What products are available online?

Our full range of PBteen products is available online, including furniture, and decorative accessories. The website carries items that can also be found in our catalog. However, inventory may occasionally differ between our catalog and website.

Phone orders. Can I order by telephone?

Our customer service representatives are available to take your order at 1.866.472.4001


Stores. Are there any PBteen retail stores?

There are over a dozen PBteen stores open throughout the country. For information on these locations, visit Store Locations. If you'd like to receive an email announcing the launch of any future stores opening near you, please join our Email List. We do not carry any of our PBteen merchandise through Pottery Barn or Pottery Barn Kids retail stores. However, you may shop our website at www.pbteen.com or contact our Sales Department at 1.866.472.4001.


Are prices on the Web Site the same as prices in stores?

No. The prices displayed on our Web Site may differ from prices that are available in stores.

Payment Options. What forms of payment do you accept for online purchases?

We accept the following credit cards: Pottery Barn, Pottery Barn Kids, Visa, MasterCard, American Express and Discover Network.

Browser Requirements. What kind of browser do I need in order to buy online from PBteen?

We test our site on new versions of browsers and do our best to offer an optimal experience on the latest versions of all browsers and platforms. Our site is optimized for Microsoft Internet Explorer versions 6.0 or higher and Mozilla Firefox version 2.0 or higher. If you are using AOL and are experiencing problems, try using Internet Explorer or Mozilla Firefox while connected to AOL. If you are using a Macintosh computer, our site is compatible with OS9.0, OS10, and Safari version 3.1.1 or higher.

What version of Flash does the pbteen.com website support?

We use Adobe Flash Player for video and many interactive experiences on pbteen.com. We recommend using the most recent version of Adobe Flash Player, which is available from Adobe.

Order Confirmation. Will I receive an order confirmation via email?

If you provide your email address when you order, we will send you a message confirming your order within 24 hours after you have placed it.

Order Status. How can I check the status of an online order?

You can track the status of your order 24 hours after it is placed. To check the shipping status of your order anytime using your order number and ZIP code, please use our online order tracking. You can also call our customer service department at 1.866.472.4001.


How can I change or cancel my order?

To make a change or cancel your order, please contact Customer Service at 1.866.472.4001. Once your order has been placed, it cannot be cancelled for UPS deliveries because your order has been processed for a timely delivery. We cannot accept returns on monogrammed, personalized, final-sale or special-order items, or on items damaged through normal wear and tear.

Monograms. What is the correct way to list initials for a monogram?

The order of initials varies according to the style of monogram. For styles in which the center letter is taller than the others, the order of initials is traditionally first/last/middle. For example, if your name were Laura Marie Clark, the monogram would be "LCM". For styles in which all letters are in the same size, the order of initials should be first/middle/last. In this case, the monogram would be "LMC".


Return Policy. What is PBteen's return policy?

We are proud of our PBteen collection and want you to be perfectly satisfied with your purchase. We take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and construction are our priority. We carefully inspect your order prior to shipment. Upon receipt, please inspect your purchase and notify us of any damage; we will arrange for a prompt replacement. If, within 7 days for Quick Ship upholstery and 30 days for all other products, you are dissatisfied for any reason, you may return your purchase for a refund of the merchandise value.  We cannot accept returns on gift cards, monogrammed, special-order or other items damaged through normal wear and tear. We also cannot accept returns of final-sale items, which are identified by a price that ends in $.97 or $.99. Prior purchases are not eligible for a price adjustment.

Returns. How can I return merchandise?

For complete information about our return policy, visit our Returns page.

Gifts + Gift Cards

Gifts. Can I send items as gifts?

Each line item in your shopping basket will be gift wrapped separately. Multiple quantities on the same line will be wrapped together if possible. If you wish to have multiple quantities of the same item wrapped individually please create separate orders for each item by repeating the checkout process or call 1.866.472.4001 for further assistance. Unfortunately, extra large items and those shipped directly from our suppliers cannot be gift-wrapped.

Gift Cards. Can I purchase or redeem Gift Cards online?

It is easy to purchase a Gift Card online. Click here to order a Gift Card online, or call 1.866.472.4001 and a sales associate will be happy to help you. Gift Cards are available in the following denominations: $25, $50, $75, $100, $150, $200 and $250.

The Gift Card will arrive in a special gift envelope that includes your personalized message.

There is no shipping and processing charge for Gift Cards if you select Standard Delivery (4-5 business days). If you wish, we can also ship the Gift Card via Next Day Delivery for an additional $8.50 per order. Next Day Delivery orders received by 9 AM (PST) Monday – Thursday will arrive the next business day; orders placed Friday – Sunday by 9 AM (PST) will arrive on the following Tuesday.


This card may be used for making purchases at stores in the United States & Puerto Rico, by phone or online with PBteen®, pottery barn kids®, Pottery Barn®, west elm®, Mark and Graham® and Williams-Sonoma®.  It may not be redeemed for cash or applied as payment to any account, unless required by law.  PBteen does not accept responsibility for cards lost, damaged or stolen, or any unauthorized use of cards.  Unauthorized resale prohibited. Acceptance of this card constitutes acceptance of these terms and conditions. Williams-Sonoma, Inc. reserves the right to change these terms and conditions at any time.


Gift Cards. How do I check the balance of the cards or merchandise credit cards online?

To check the balance of your Gift Card or merchandise credit card online, click here. To see the amount remaining on your card, type in the 16-digit card number and the 8-digit pin number, then click "Check Balance".

Gift Cards. Is there an expiration date?

No, we invite you to make use of your Gift Card at your convenience.

How do the eGift Cards work?

PBteen eGift Cards can be purchased through pbteen.com by clicking on the eGift Card option. This will take you to our partner site—CashStar. To order the PBteen eGift Card, just choose the denomination and the card design or upload your own photo. Then enter the recipient's email address. Once the purchase has been completed, the eGift Card will be sent to the recipient within hours of purchase or on the date you choose. If lost, simply reprint the eGift Card. If stolen, contact CashStar Customer Support at 1.866.856.8752. Since this is a partner site, you will not be able to buy the eGift Card and other merchandise in the same transaction.

The eGift Card can be redeemed online or in our retail stores. Just like our plastic Gift Cards, there are no expiration dates or fees. eGift Cards are available in any dollar amount between $25 and $250.

How are eGift Cards different from plastic Gift Cards?

Plastic Gift Cards are sent to recipients via mail. eGift Cards are sent via e-mail and can be printed out and used hours after they're purchased. Both plastic and eGift Cards have no fees or expiration dates. They are both redeemable in stores and online.

How do I cancel the purchase of an eGift Card?

If you chose a delivery date that is in the future, you can cancel your purchase by contacting CashStar Customer Support at 1.866.856.8752. If the delivery date is today or in the past, your purchase cannot be cancelled.

Which credit cards do you accept?

We can accept VISA, Mastercard, American Express and Discover. The Pottery Barn Credit Card cannot be accepted as payment for an eGift Card purchase because this site is operated by PBteen's third party partner, CashStar.

I want a printed eGift Card to present to someone as a gift. How can I accomplish this?

Simply select “Hand Delivery”, then cnter your recipient’s name and your email address. You will receive an eGift Card notification via email. Follow the instructions in the message to view the eGift Card, and then select the “Click to Print” button. The resulting printout may be presented as a gift to the recipient, and may be redeemed online or in our retail stores.  

Can I purchase an eGift Card with other PBteen merchandise in the same transaction?

No. The purchase of an eGift Card is operated by Pbteen’s thirdy party partner, CashStar. To buy Pbteen merchandise, you will need to go to pbteen.com and make the merchandise purchase in a separate transaction.

What exactly does the recipient receive when I send an eGift Card?

On the delivery date you choose, a message is sent to the recipient informing them of your gift, with a link to retrieve it online. The link in the email goes to a page showing the eGift Card you created (the design you selected, with your recipient's name and your personalized message), its value and code number. The page also gives simple instructions for redeeming the the eGift Card.

How do I know the recipient actually received the eGift Card I sent them?

You will receive an email confirming delivery and a message notifying you that the eGift Card has been viewed. If the eGift Card is not viewed within 15 days after delivery, you will receive a message with options for resolving the issue. You may also contact CashStar Customer Support at 1.888.679.6504 with the order number from the email you received confirming your purchase, and we can tell you if the recipient has viewed their eGift Card. 

When does the eGift Card expire?

Like our plastic gift cards, there is no expiration date on your eGift Card. We recommend that you redeem it soon after you receive it, so you don't forget.

How do I check my eGift Card balance?

To check your eGift Card balance, go to pbteen.com and click on Gift Cards or click here.

Can I return the eGift Card?

You may not return or cancel your PBteen eGift Card after it is received. Purchasers who wish to cancel an eGift Card purchase order prior to its delivery to a recipient should contact CashStar Customer Support at 1.888.679.6504 prior to the delivery date selected during the purchase process.

If you return merchandise originally purchased with an eGift Card, any refund will be issued in the form of a merchandise credit that may be used online or at any PBteen store.

Is my order secure?

All personal and financial information is transmitted using the https protocol over a Secure Sockets Layer (SSL), utilizing state-of-the-art technology for consumer protection. Behind the scenes, your Web browser is sending all personal and financial information over SSL. The eGift Card purchase process is fully PCI compliant. If you have any questions or concerns, please contact CashStar Customer Support at 1.866.856.8752.

What if I lose my eGift Card?

Your eGift Card has cash value and should be safeguarded as such. If you misplaced your eGift Card, you can reprnt it if you bookmarked it in your browser or click on the link in the original email. If your eGift Card was lost or stolen, contact CashStar Customer Support immediately at 1.888.679.6504. If your eGift Card has not been redeemed or has some remaining value, we can cancel the original and reissue a new eGift Card to you for the remaining value.


Shipping and Processing Options. What shipping and processing options do you offer?

We offer two types of shipping and processing: standard and rush delivery and processing.

Standard Shipping and Processing

Most purchases are shipped from our Memphis warehouse, to arrive within five business days of receipt of the order. If there is any delay, we will notify you by mail. Note: items sent directly from our suppliers may take longer, and items ordered together may not arrive in the same box. Items shipped outside the contiguous 48 states are delivered by parcel post at our regular shipping fees, with an additional charge of $10 to Alaska, Hawaii and U.S. Territories. Some heavy or oversized items cannot be shipped outside the contiguous 48 states. We regret that we cannot ship to foreign countries.

Rush Shipping and Processing

For an extra charge of $15 per address, we can arrange rush delivery to most destinations. If we receive your order by 3 pm PST Monday through Thursday, you'll receive your purchase within 2 business days. Orders placed Friday through Sunday will arrive on Tuesday. Please note: Rush service is not available for some oversize items, for items shipped directly from a supplier, for out of stock items or for items shipped outside the contiguous 48 states.

For more details on our shipping and processing options, please see our Shipping Information page.

Can I ship a large furniture item to a Hawaiian shipping address?

Yes. We are now offering shipment of large furniture and oversized items to Maui, Oahu and the Island of Hawaii. There will be an additional surcharge of $350 per order. This surcharge is in addition to regular delivery charges. When ordering online, your order will be processed without this additional fee, and the additional shipping surcharge will be applied separately to your order.

Shipping and Processing Costs. How do you calculate shipping and processing surcharges?

Shipping and processing charges are based on the merchandise total for each delivery address.

Quick Ship. What is Quick Ship?

Quick Ship items arrive in most metropolitan areas within 2 to 3 weeks at no additional charge. In the San Francisco, Los Angeles, and New York metropolitan areas, and also in Baltimore, Boston and Cromwell, CT, 7-10 day delivery is available.

Sales Tax. Which deliveries will be charged sales tax?

Sales tax on the merchandise total is charged for items shipped to the following states and US territories: AL*, AR*, AZ*, CA*, CO*, CT*, DC*, FL*, GA*, HI*, IA, ID, IL*, IN*, KS*, KY*, LA*, MA, MD*, ME*, MI*, MN*, MO*, MS*, NC*, ND*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, SD*, TN*, TX*, UT, VA*, VT*, WA*, WI*, WV*, WY and Puerto Rico*. States and US territories marked with an asterisk also collect taxes on shipping and processing charges. Except as otherwise noted, all sales are made by Williams-Sonoma DTC, Inc., and the local sales tax of the delivery destination is also charged. All sales shipped to Texas locations are made by Williams-Sonoma DTC Texas, Inc., and the sales tax is based on the location where the order was received. Orders shipped to California locations are F.O.B. destination point which means title passes in California.

P.O. Boxes. Can you ship orders to a P.O. Box?

We can ship most items to a P.O. box, however, this excludes extra large items and those shipped directly from our suppliers. Please call 1.866.472.4001.


Overseas Shipping. Can you ship orders to foreign countries?

Unfortunately, we are unable to ship outside of the United States at present.

Furniture Services

Furniture Delivery. How do you deliver furniture?

We normally ship furniture via our common carrier or an alternate delivery service, allowing us to reliably track your purchase en route.

Premium In-Home Delivery. What is Premium In-Home Delivery and which items qualify?

This means we will bring the item into your home, unpack and assemble it, and then remove the packaging. (Except for headboards, the Locker Loft Bed, and You're So Vain-ity, which are not unpacked or assembled.) Our delivery service will contact you to arrange an appointment between Monday and Saturday. Premium In-Home Delivery is available in the contiguous 48 states only.

Beds. How do you deliver beds?

We deliver beds via our Premium In-Home Delivery service. We deliver headboards by our common carrier or an alternate delivery service.

Delivery and Processing Surcharges. Why do you apply a delivery and processing surcharge ($) to some items?

Because furniture, rugs and other large items are bulky, heavy and may have limited availability, these large items have a delivery and processing surcharge listed in parentheses ($) after the item price

48 States
See Delivery and Processing Charges Chart 5 business days
48 States Add $15 2 business days
Alaska, Hawaii* Add $5 5 business days
U.S. Territories* Add $5 10-15 business days

* The regular shipping and processing charges stated on the Delivery and Processing Charges chart cover Parcel Post delivery.


Credit Card Information. When I submit credit card information online, is it secure?

We use sophisticated encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our systems. Every page in the pbteen.com ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable if anyone tries to intercept it. However, we cannot guarantee or warrant the security of any information you transmit to or from our website, and you do so at your own risk.

To help ensure that others cannot access your credit card information on our website, we recommend that you sign out of your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.

How do I enable JavaScript?

To use pbteen.com, you must enable JavaScript in your browser. Please follow the instructions below based on your browser type and version.


Internet Explorer 6.0 and higher

  1. Click the Tools menu. (For Internet Explorer 7.0, click on the Tools button).
  2. Click Internet Options to open the Internet Options dialog box.
  3. Click the Security tab.
  4. Click the Internet symbol (a globe).
  5. Click the Custom Level button to open the Security Settings dialog box.
  6. In the Settings list, scroll down to Scripting.
  7. Under Active Scripting, click Enable so that a dot appears next to it. (If you are unsure about the other Security Settings, please check with your Network Administrator).
  8. Click OK to close the Security Settings dialog box.
  9. Click Yes in the Warning! Message box.
  10. Click OK to close the Internet Options dialog box.

Firefox 1.5 and higher

  1. On the Tools menu, click Options.
  2. Click on the Content icon.
  3. Check the box next to Enable JavaScript.
  4. Click OK.


Safari 2.0 and higher

  1. Click Safari; then click Preferences.
  2. Click the Security icon.
  3. Under Web Contenet, check Enable JavaScript.
  4. Close the window.

Firefox 1.0 and higer

  1. Click on Firefox
  2. Click on Preferences
  3. Click on Web Features
  4. Check Enable JavaScript
  5. Click OK

Pottery Barn Credit Card

What is the Pottery Barn Credit Card?

The Pottery Barn Credit Card can be used to make purchases at any Pottery Barn brand store, catalog or website. Pottery Barn brands include Pottery Barn, Pottery Barn Bed+Bath, Pottery Barn Kids and PBteen.

How can I apply for a card?

There are three easy ways to apply for a Pottery Barn Credit Card - online at pbteen.com, by calling 1.866.472.4001, or by visiting any Pottery Barn or Pottery Barn Kids store. TDD/TTY for the Hearing Impaired, 1.800.695.1788.

What are the benefits of the Pottery Barn Credit Card?

When you open* your Pottery Barn Credit Card account you will be automatically enrolled in our special Rewards Program. This program awards you with merchandise Rewards Certificates that can be redeemed at any Pottery Barn brand store, through our catalog or website. Additional benefits include the following: special offers throughout the year, sale announcements, exclusive events and updates on new products. Plus, there's no annual fee. You can also manage your account online. Your Pottery Barn Credit Card can be used for purchases with all Pottery Barn brands.

*Subject to credit approval and availability.  Account must be in good standing at time of transaction.

Additional Information.


What is the Pottery Barn Rewards Program?

You will earn one point for every dollar spent with your Pottery Barn Credit Card at any Pottery Barn, Pottery Barn Kids and PBteen store, catalog or website. Points are awarded on all of your purchases (net of returns and credits) with any Pottery Barn brand, as mentioned above. Points are awarded on catalog and website purchases at the time of shipment/billing. Monthly point activity is detailed on your monthly billing statement.

Each time you reach 250 points in a billing cycle, you will receive a Rewards Certificate. If you accumulate 250 points during the billing cycle, you will receive a $25 Rewards Certificate. If you accumulate 500 points during the billing cycle, you will receive a $50 Rewards Certificate. If you accumulate 300 points, the additional 50 points will roll over until you've accumulated at least 250 points.

Rewards Certificates will be awarded based on your point balance at the close of business on the last day of the billing cycle. Your account must be open, in good standing and/or not more than two payments past due at the time the Rewards Certificates are issued. At the end of each billing cycle, you will receive a Rewards Certificate if you have accumulated at least 250 points. Rewards Certificates must be used within 180 days of the date of issue. 

Additional information.

How do I redeem a Pottery Barn Rebate and Rewards Certificate?

Rewards Certificates are redeemable for merchandise only at any Pottery Barn brand store, through our catalog or website. Certificates cannot be combined with any promotional offer, credited to an account, redeemed for cash, applied to past purchases or used to purchase gift certificates. If the purchase total is more than the value of the Certificate, the difference must be applied to the Pottery Barn or Pottery Barn Kids Credit Card; it must be in good standing and/or not more than two payments past due at the time Certificate is redeemed otherwise the Certificate can not be redeemed for more than its value. Certificate is valid for one use only. If the purchase total is less than the value of the Certificate, the difference cannot be credited to any account, redeemed for cash/merchandise credit or used to purchase a Gift Card. In stores, Certificates must be surrendered at the time of purchase. Use the Code printed on the Certificate when redeeming it online or through our catalog. No additional Certificates will be issued after program termination. Lost or stolen Certificates will not be replaced. Certificate credit may appear on your monthly billing statement before the charge of your purchased product(s) due to the timing of the product shipment date, when the Credit Card is charged and billing cycle dates. Certificates may not be sold or otherwise bartered or transferred. Additional information.

Is there a PBteen credit card?

No, the Pottery Barn or Pottery Barn Kids Credit Cards can be used at any Pottery Barn brand store, catalog and website, including PBteen.