Answers to the questions we hear most. Can't find what you need? Email support@pembertonandpine.com or call 1-800-621-4904.
Orders and shipping
Where do you ship?
We ship to the United States and over 190 countries worldwide.
How much is shipping?
Standard Shipping is free on orders of $75.00 or more and $7.83 on smaller orders. Priority Shipping is $14.99 on any order. International Standard Shipping is free on orders of $75.00 or more and $6.99 on smaller orders.
How long will my order take?
Orders are dispatched within 1 to 3 business days and then take 6 to 12 business days in transit, so most orders arrive within 7 to 15 business days of ordering. Priority Shipping orders arrive within 5 to 10 business days. Orders placed after 4:00 PM Pacific Time start processing the next business day. International orders usually take 10 to 20 business days in transit, plus customs time.
How do I track my order?
We email your tracking number as soon as your order ships. You can also use our Track Order page.
Can I change or cancel my order?
Email us within 24 hours to change your address. You can cancel for a full refund any time before your order is dispatched.
Returns and refunds
What's your return policy?
You have 30 days from delivery to return unused items in their original packaging, including sale items. There's no restocking fee. Email us first to get your return approved.
Who pays for return shipping?
If you've changed your mind, you pay the return shipping. If an item arrived damaged, defective or wrong, we cover everything.
When will I get my refund?
Within 7 business days of your return arriving and being inspected, back to your original payment method.
My item arrived damaged. What do I do?
Email us within 7 days of delivery with your order number and photos of the item and box. We'll send a free replacement or a full refund; there's no need to pay to send it back.
Products
Will the item look exactly like the photos?
We describe dimensions and materials as accurately as we can. Colors may look slightly different on different screens, and natural materials like wood, stone and rattan vary a little from piece to piece.
Where can I find an item's size?
Dimensions are listed on every product page. Measure your space before ordering, especially for larger pieces.
Payment
What payment methods do you accept?
See our Payment Policy. All available options are shown at checkout.
Is checkout secure?
Yes. Payments are processed through Shopify's secure, PCI-compliant checkout, and we never see your full card number.