Frequently Asked Questions
Where are your Pottery Barn stores located in Canada?
Please see our Stores page for detailed location information and store hours.
Does Pottery Barn ship merchandise to Canadian addresses?
Yes. Through our partnership with FiftyOne, we are pleased to provide international shipping for customers in over 90 countries, including Canada. Shop in your preferred currency with your final price guaranteed. For a list of available shipping countries and shopping currencies, please click here.
Additionally, Canadian customers can purchase oversized items and items delivered by our In–Home Delivery Service by ordering through a local store. Prices on our Web Site may differ from prices in stores. Delivery restrictions may exist. To place an order, call your local store.
Do you ship furniture items internationally?
Canadian customers can purchase oversized items and items delivered by our In–Home Delivery Service by ordering through a local store. Prices on our Web Site may differ from prices in stores. Delivery restrictions may exist. To place an order, call your local store.
How will I know how much my order will cost?
After you've added items to your basket and clicked on the checkout button, FiftyOne will calculate and display a guaranteed order total in your selected currency — including all shipping costs from our warehouse(s) in the U.S. to your selected international destination, and any applicable duties and taxes imposed by the customs and revenue authorities in the destination country.
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.
What are my international shipping options?
You will be quoted a specific delivery promise during checkout based on your selected destination country and the shipping methods available for the items in your shopping cart.
How much does international shipping cost?
International shipping is calculated using a number of factors, including the number of items you are purchasing, the weight of the items, and the destination country/region.
Are there any additional costs that will be due upon receipt of my order?
No. When you use the FiftyOne global checkout, you will be given a guaranteed order total in your preferred currency. The order total presented will be the exact amount that you will be billed by FiftyOne. There will never be any additional costs billed upon delivery or due as C.O.D. charges.
When will I be billed and what will my credit card statement say?
Your credit card will be billed by FiftyOne when your package is shipped to its final international destination. "51*Pottery Barn" will appear on your credit card statement.
How much duty and taxes are charged on international orders?
Duty (or customs tariffs) is set by the destination country's customs authorities and is based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries FiftyOne supports. Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the FiftyOne global checkout.
Do you ship to U.S. military addresses (APO/FPO)?
Orders shipping to U.S. military addresses should go through our domestic checkout, as they are not subject to the same costs and logistics flows as other international orders. To do this, you should shop as if shipping to an address within the U.S.
Can I use FiftyOne to ship to a U.S. address?
All international orders must have a ship-to destination outside of the United States. We cannot support customers with a Canadian or other international billing addresses shipping to U.S. addresses. If you would like to place an order from Canada for delivery within the United States, please call Customer Service at 1.855.860.1079.
How can I track my international order?
You can track the progress of your international package(s) here. Canadian customers who purchased oversized items and items delivered by our In–Home Delivery Service through a local store should contact the store for more information. Find your local store here.
Who should I contact if I have questions regarding my order after I have made a purchase?
Please contact us at international@potterybarn.com or 1.855.860.1079 and Pottery Barn will gladly be able to assist you with any questions regarding your international order. Canadian customers who purchased oversized items and items delivered by our In-Home Delivery Service through a local store should contact the store for more information. Find your local store here.
As a Canadian customer, can I purchase or redeem gift cards?
We offer gift cards in all of our stores; however, gift cards can only be honoured in the country in which they were purchased. Unfortunately, gift cards are not currently supported for purchase or redemption online.
What is your in-store return policy?
Within 7 days of Quick Ship upholstery delivery or within 30 days of purchase of all other products, you may return your purchase for a refund of the merchandise value. Returns of Design Studio furniture purchases are subject to a 20% restocking fee. For returns of items purchased from a gift registry, we will provide a refund or exchange for the merchandise within 90 days of event or within 90 days of purchase, whichever date is later. We cannot accept returns on monogrammed, special–order, or items damaged through normal wear and tear. We also cannot accept returns of final sale items which are identified by a price which ends in $.97. An original receipt is required for all refunds. Returns with an original receipt will be refunded in the original form of payment; cash and cheque purchase refunds over $100 will be issued as a company cheque (may take 2 weeks from time of request). All returns without an original receipt or with a gift receipt will be refunded in the form of a merchandise credit card. For returns without an original receipt, the refund or exchange will be issued at the current selling price. Items returned with a gift receipt will be refunded or exchanged at the original purchase price. Photo Identification is required for all returns without the original receipt.
If you made your purchase online it cannot be returned in a store. For more information, click here.
Can I exchange or return merchandise in Canada that was purchased in the United States or vice versa?
Cross-border returns are not allowed. Purchases made in the U.S. can only be returned in the U.S. and purchases made in Canada can only be returned in Canada.
Does Pottery Barn ship catalogues to Canadian addresses?
Unfortunately, our systems do not accommodate shipment of catalogues outside of the United States. We value your interest in our company. Please visit Request Info to register for updates about our stores in Canada and future opportunities for our Canadian customers.
Do Canadian stores have in-store gift registry?
We are pleased to announce the addition of Pottery Barn Wedding & Gift Registry in our Canadian Pottery Barn stores! This service is provided exclusively for our Canadian Registrants and is available in all our Canadian Pottery Barn retail stores. For assistance with creating or purchasing from a Canadian Registry, please contact one of our Canadian Pottery Barn Stores.
Can I order items from the U.S. Pottery Barn gift registry for delivery within the United States?
Purchases from a U.S. gift registry can be made through our customer care centre by calling 1.800.678.1699. The customer service representative will ensure that the purchase is updated in the gift registry.
How can I reach Pottery Barn?
You may reach Pottery Barn via email or phone. We do our best to reply to all inquiries within one business day. Please contact us at international@potterybarn.com or 1.855.860.1079.
How do I forward my résumé for employment in your Canadian stores?
Pottery Barn Canada is actively seeking qualified retail store associates. For a current list of job descriptions, please click here.
I would like to profile Pottery Barn Canada for an article I am writing. Who should I contact for further information?
All media inquiries should be forwarded via email to .
How can I learn more about the Williams-Sonoma corporation?
Investor relations, most recent press releases, executive biographies and the company history can be found on the Williams-Sonoma, Inc. corporate website at www.williams-sonomainc.com.
