FAQ

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.

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 Account Sign-up, 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.

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

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.

Login and password information can be changed by clicking My Account, conveniently located at the upper right of the screen. You must be logged in to make these changes.

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 Cart at the top right-hand corner of the site to begin the checkout process.

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.

You can find a link to all of our product types in the left navigation panel of every window. Items are broken down into six categories. Under each category, you can focus your search by choosing a specific filter (such as "By Appearance" or "By Size/Material"). If you are looking for a specific product, simply type the name in the Product Search bar at the upper right of the site. You may refine the search by choosing a color in the Pick Color bar beside it.

Select the product and look under the Pricing tab on the right to determine cost and availability. Items that are available will read "Now!" under the In Stock column. If a product is not available, the estimated date of the next shipment will be displayed.

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 Cart at the upper right of the site. Then remove items, adjust quantities, and proceed to checkout.

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 card will not be charged until the product is shipped.

Yardage is available in a limited number of fabrics; these can be viewed in Yardage under Accents in the left-hand navigation panel. There is a three-yard minimum and a no-returns policy. Yardage is not available online but can be purchased through a retailer or directly through Pine Cone Hill Customer Service.

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 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 U.S. staff visiting regularly.

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.

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

Not currently.

We can only ship to a physical address, not a PO Box.

Yes! In our efforts to provide you with the best possible customer-service experience, Pine Cone Hill now offers free shipping on all consumer orders shipping to the US.

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

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.

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

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

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.

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

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

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.

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.

Items in original conditioning and packaging may be returned with a Return Authorization from Customer Service within 30 days of receipt, or visit our Return Policy for more information..

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

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.

We have live, in-house customer service available:
8:30AM - 5PM (EST), Mon-Fri.
(877) 586-4771
Email: info@pineconehill.com
Fax: (413) 629-2400