How it WorksSTART A RETURN WITH UPS
Frequently Asked Questions
All our products are made to the highest quality standards, and we stand behind them with our 90-day Rest Easy Guarantee. Your comfort, our promise. Wash it, sleep on it, enjoy and have fun with it, just don’t damage it. If your ultimate comfort hasn’t been achieved, return it! It’s that easy.
Please note that we are not able to accept returns of monogrammed items, clearance items (prices ending in $0.97), delivery and service charges, and Gift Cards.
Your UPS Package Tracking number is 18 characters including both numbers and letters. It can be found:
- In your Shipment Confirmation email from email@example.com
- On the shipping label of the package that you received
- On the packing slip of your order
- If you are opted into UPS emails, it can be found in the shipping email from “UPS My Choice®” (firstname.lastname@example.org)
- In addition, you can access your tracking number on both the Order History page and the Order Details page.
It is best to return items in as few packages as possible. Provided the products are from the same order, we encourage you to send all returns in one box.
Your return package can be dropped off at any UPS drop off location, nationwide. Find a UPS drop-off location.
Currently, The Company Store only offers UPS return labels. You are welcome to return your item with the carrier of your choice, but if you choose to do so, you will not be reimbursed for your return shipping cost and will still be charged a $2.95 per item returns processing fee. If you would still like to return your order, please include the packing slip in your package and ship it to:
The Company Store
3375 Joseph Martin Highway
Martinsville, VA 24112
No, an account with UPS is not required to complete a return, but if you do create one, you will be able to track your UPS shipments and easily complete returns to The Company Store in the future.
When you want to return a package from The Company Store on UPS’ mobile app, simply click “Return My Package” to initiate a return. From there, you have the option to (1) print the label (2) email the label, or (3) get a mobile code that can be used at any The UPS Store location.
We will replace items beyond 90 days if the product is part of Lifetime Guarantee program. To determine if your product qualifies for Lifetime Guarantee, look for this logo or click here.
Custom items are made to order specifically for you and may not be cancelled or returned. Custom orders include items with a monogram and all upholstered furniture: headboards, complete beds, slipcovers, benches, chairs, stools, and settees which cannot be returned unless received damaged or defective. To ensure you are choosing the right fabric, we recommend you order swatch materials before placing your order. Please call our Customer Service representatives at 1-800-323-8000 or email us at email@example.com.
We hope you are thrilled with your purchase. Furniture and rugs are shipped directly from the manufacturer. Made to order furniture and rugs are not eligible for returns. For eligible items, if you’re not completely satisfied with your purchase, we’ll gladly offer you a refund for undamaged items. You must contact us within 7 days of your delivery to arrange a return. The item must be returned within 30 days from receipt of product. A restocking fee will apply to furniture at 25% of the purchase price. Shipping and handling fees are non-refundable. Return shipping and return pick up fees are the customer’s responsibility and nonrefundable We are here to help, please call our Customer Service representatives at 1-800-323-8000 or email us at firstname.lastname@example.org.
Unfortunately, we are not able to accept exchanges at this time, but you are welcome to return your item and repurchase what you would like. The comfort experts on our Customer Care team are happy to help you find other options. Contact them at 1-800-323-8000 or email us at email@example.com.
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