1. Where can I go to see Pine Cone Hill products?

    Pine Cone Hill products are carried by a wide variety of retailers nationwide. To find a retailer in your area, visit our Find a Store page. If you cannot find a retailer in your area, you can also place your order through our website.

  2. How do I create an account?

    New to Pine Cone Hill? You have the option to shop as a guest. If you’re a returning customer who would like to create an account, click Sign Up at the upper right of the home page, enter your e-mail address, and create a password to receive instant access. Your login and password will be sent to the e-mail provided.

  3. How do I log in and out of my account?

    Click Login on the upper right hand of the site and enter your login and password for instant access. To log out, click Logout.

  4. What do I do if I’ve forgotten my password?

    Click Login on the upper right of the site and select Forgot Password? Enter the e-mail address you provided when opening your account and click Reset Password. A new password will be e-mailed to you immediately.

  5. How do I update or edit my account information?

    Login and password information can be changed by clicking My Account, conveniently located . You must be logged in to make these changes.

  6. How do I place an order?

    Simply click on a product for pricing and availability, and to add it to your shopping cart. Once you’ve made your selections, to complete your order, click Shopping Cart at the top right-hand corner of the site to begin the checkout process.

  7. Can I order online if I live outside of the United States?

    At this time, we are able to ship to Canada but not to other countries. Please contact Customer Service at (877) 586-4771 or info@pineconehill.com for more information.

  8. How do I find a specific type of product?

    You can find a link to all of our product types in the drop-down menus under each category (e.g., Bedding, Accessories) at the top of every page. Under each category, you can focus your search by choosing a specific filter (such as Color or Size). If you are looking for a specific product, simply type the name in the Product Search bar at the gray bar at the top of the site.

  9. How do I know if a product is available?

    Select the product and look at the right-hand column, above the Add to Cart button. Items that are available are designated by In Stock; items that are not available will display the estimated date of the next shipment.

  10. How do I add or modify items in my shopping cart?

    To add items to your shopping cart, simply click on a product, choose a quantity, and click Add to Cart. To modify items in your shopping cart, click Shopping Cart at the upper right of the site. To remove an item, click the red X above the word Remove in the far-right column. To adjust quantities, simply click in the Qty box and enter the appropriate number. Then proceed to checkout.

  11. What if a product is backordered?

    If a product is backordered, an expected date of availability will be listed. If you place an order for a backordered product, it will ship once it arrives in stock, unless otherwise noted in the delivery instructions. Your credit card will not be charged until the product is shipped.

  12. Do you offer yardage?

    Yardage is available in a limited number of fabrics; these can be viewed in Yardage under Accents drop-down menu at the top of each page. There is a three-yard minimum, and yardage may not be returned.

  13. Where are your products manufactured?

    We work with family-owned, small manufacturers in India, as well as manufacturers in Portugal and China, to ensure the best-quality products produced in fair-labor, fair-market conditions. Pine Cone Hill India (where the majority of our products are crafted) supervises production in that country, with a staff of approximately 30, and with our U.S. staff visiting regularly.

  14. Do you make custom bedding?

    We carry a wide variety of products in many designs, materials, and shapes, but do not offer special sizing. For custom bedding, we recommend visiting an interior designer in your community.

  15. Can I place an order with multiple shipping addresses?

    No. A new order must be placed for each new shipping address.

  16. Do you offer a place to add a gift message when shipping a product to a friend or family member?

    Not currently.

  17. Do you ship to P.O. boxes?

    We can only ship to business or residential addresses, not a P.O. box.

  18. Does Pine Cone Hill offer free shipping if a consumer orders online?

    At this time, we are unable to offer free shipping for orders outside the U.S.

    As always, if you would like to view an item in person before purchasing, please visit one of our Partner Stores.

  19. What are your shipping rates?

    Shipping via FedEx Ground is free on all retail purchases! Please note that expedited shipping incurs an additional charge, which is calculated during checkout. Free ground shipping is available only on orders shipped within the contiguous U.S. and Canada. Orders shipped to HI, VI, and PR will be charge International Economy rates.

  20. Can I make changes to my order online?

    Because we do our best to ship in-stock items within 24 hours, changes cannot be made online once an order has been submitted. Contact Customer Service at 877-586-4771 for assistance.

  21. Can I cancel my order online?

    No. If you find that you need to cancel your order, please contact Customer Service as soon as possible at 877-586-4771.

  22. When will my order ship?

    In-Stock items normally ship within 48 hours by Ground. Other methods may ship more quickly.
    Depending on where you live in the US, shipping time can take anywhere from 1-5 business days.

    Express orders placed after 2pm EST will ship the following business day.

    You can view the FedEx transit map to see the estimated delivery time to your area.

    Please note that we do not fulfill orders on Saturdays and Sundays.

    All orders are shipped from Pittsfield, MA 01201

  23. How do I print my order confirmation?

    Once you create your order, our website will generate a printer-friendly confirmation page. In addition, you will receive an e-mail confirmation that you can print for your records.

  24. Will I get a shipping confirmation and tracking number separately from my order confirmation?

    Yes. You will receive an e-mail confirmation, including your tracking number, once your order has shipped.

  25. How do I view my order history?

    Log in to your account and click My Orders at the top of the screen to view all active and completed orders.

  26. What do I do if I don't receive my order?

    Use the tracking number provided with your shipping confirmation to locate your package. If you need assistance with tracking, please contact Customer Service at 877-586-4771.

  27. What if my order is missing items?

    If your order is incomplete, first check your packing slip to determine if the product has been backordered. If the product is not backordered and is on your packing slip, please contact Customer Service immediately to arrange for a replacement.

  28. What is your return policy?

    Items in original conditioning and packaging may be returned within 30 days of receipt with a Return Authorization from Customer Service. Visit our return policy for more information.

  29. How do I return an item?

    Unused items in their original packaging may be returned within 30 days of receipt with a Return Authorization from Customer Service. View our return policy for more information.

  30. How do I return a gift?

    If you have received a Pine Cone Hill product as a gift, you may exchange it for a product of equal or lesser value. View our return policy here for full details.

  31. How do I contact customer service?

    We have live, in-house customer service available from 8:30 a.m. to 5:00 p.m. EST, Monday through Friday.
    (877) 586-4771
    Email: info@pineconehill.com
    Fax: (413) 629-2400