Support Request

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Fill out the questionnaire below for instant answers, or to contact our team.
How can we help you today?*
How can we help with your POLYWOOD consumer account?
How can we help with your POLYWOOD Professional Account?
Which account type do you have?
What change do you wish to make to your order?
How can we assist with shipping?
What's not looking right on your order?
Where did you purchase your POLYWOOD product(s)?
Please note: We cannot assist with orders purchased from other retailers.

If you proceed to the next page, you will not be able to submit a request.
What part(s) do you need to replace?
Here's how to manage all your email and catalog marketing preferences:

Email Subscriptions

Subscribe: Sign up for our email newsletters to stay updated on exclusive offers, giveaways, and product launches.

Unsubscribe: If you no longer wish to receive our email newsletters or promotional offers, click the Unsubscribe link located at the bottom of any POLYWOOD newsletter email.

Print Catalogs

Receive Print Catalogs: If you prefer a physical copy of our seasonal catalogs, you can sign up to have them delivered straight to your home.

Opt-Out of Catalog Mailings: If you'd rather not receive physical catalogs, opt out of future mailings through our website anytime.
If you're a tax-exempt organization, you may be eligible for tax exemption on your order.

You must be approved for a tax-exempt account before placing your order. We cannot retroactively apply tax exemptions to existing orders.

To apply for a tax-exempt account, follow these steps:
1. Create a POLYWOOD Account:
  If you don't have a polywood.com account yet, please create one before submitting your tax exemption request.
2. Complete this Tax Exemption Request:
  After your POLYWOOD account has been created, continue to the next page to send us your tax exempt form including the necessary tax exemption documents.
Once your application is approved, our team will adjust your account to exclude taxes during checkout for future purchases.

You must be logged into your tax-exempt account to see the exemption applied during checkout.
You must be logged into your POLYWOOD account to update your personal information, such as your name, email, default shipping address, and other account details.

Changes to your POLYWOOD account details will not apply to any orders already in progress.
You do not need a password to log into your polywood.com account. Simply enter your email address on the login page and select “Continue.”

If there’s an account associated with it, we’ll send a single-use login code to that email address. Type the code into the “6-digit code” field and select “Submit” to open your account.

Remember, the code expires after 15 minutes. If you wait too long to use it, you’ll have to re-enter your email address to get a new code.

FAQs:

Q: I requested a login code, but I don't see an email. What should I do?
A: If you don’t see the login code email after 3–4 minutes, check your Spam or Junk folder.

Q: What if I don't remember the email address associated with my account?
A: If you’re unsure which email address is associated with your account, try creating a new account using your email address.
You can submit a request on the next page, but these resources may help:
POLYWOOD offers special pricing programs for commercial, trade, and other business-to-business applications. Your business model and intended use of our furniture determines which program you may qualify for.

Available Programs

Professional Designer Program: For designers who own or work for an interior design, architectural design, or landscaping business. This program is for reselling through designer services only and does not allow resale through a physical retail store or via e-commerce.
Learn more & apply

Commercial & Trade Program: A business-to-business program for restaurants and hospitality, public facilities, or other commercial applications. This program does not allow resale through a physical retail store or via e-commerce.
Learn more & apply

Retail Partner Program: A resale program for businesses with retail storefronts that want to stock inventory and sell furniture in-store or on their websites.
Learn more & apply

Please note: Our team cannot provide specific pricing details for Professional Programs until after your application has been approved.
If you need to make changes such as changing the product or color ordered, updating the quantity ordered, or changing your payment method, you’ll need to cancel your existing order and place a new one.

If you placed your order within the past 2 hours, you may cancel your order immediately by entering your details on our Order Status page. After entering your order information, a cancellation link will appear on the next screen.

If you placed your order more than 2 hours ago, please continue to the next page to submit an order cancellation request.
If you placed your order within the past 2 hours, you may cancel your order immediately by entering your details on our Order Status page. After entering your order information, a cancellation link will appear on the next screen.

If you placed your order more than 2 hours ago, please continue to the next page to submit an order cancellation request.
Once your order is placed, we cannot update your shipping address. To change your address, we must cancel your order, and you can then place a new order with the correct address.

If you placed your order within the past 2 hours, you may cancel your order immediately by entering your details on our Order Status page. After entering your order information, a cancellation link will appear on the next screen.

If you placed your order more than 2 hours ago, please continue to the next page to submit an order cancellation request.
How do I check my order status?

If you purchased items directly from polywood.com, you can track your order status directly on our website. Simply enter your order number and the email address you used during checkout.

Check Order Status

Order Status Meanings:
- Pending: Your order has been placed and is awaiting payment confirmation or processing.
- Processing: Your order is being prepared, packed, and labeled for shipment.
- Complete: Your order has been prepared in our warehouse and is ready for shipping. This status does not indicate that your order has been delivered.
After your order reaches "Complete" status, you'll receive tracking information via email. Use the provided tracking details to monitor your order's progress during transit.

Order Status FAQs:

Q: How will I know when my order is ready to ship?
A: When your order ships, you'll receive an email with details about the shipped items and tracking information. You can track your order online or by contacting the carrier (FedEx, UPS, etc.). Please note, it may take up to four days for tracking details to appear on the carrier’s website.

Q: I won't be available to receive my shipment on the estimated date. Can I reschedule?
A: If you can’t receive your shipment during the estimated delivery window, you can request a delay. Send a Delivery Reschedule Request by Chat to ensure the fastest possible response. Chat support is available Monday through Friday, 8 am–6 pm ET, excluding U.S. holidays.

Q: How can I check the status of an order I placed with another retailer?
A: For orders placed through a retail or e-commerce partner, please contact the retailer directly for updates on your order status.
You can add delivery instructions to your order during checkout in the Delivery step by writing them on the second address line.

Please note that while drivers generally follow simple instructions like gate or access codes, compliance with special instructions is at their discretion and cannot be guaranteed.

If your order ships via FedEx or UPS:

We recommend creating an account with the carrier's website to manage specific delivery instructions.

If your order is arriving soon, you can leave a written note for the delivery driver in a visible location, such as your front door or driveway gate.

If your order ships via freight (LTL):

The carrier will contact you prior to delivery, providing an opportunity to share any special instructions.

If you included the White Glove Experience on your order:

You can inform the carrier when they call to schedule your delivery or when they arrive in person to assemble your order.
POLYWOOD offers free standard shipping within the contiguous United States on all orders.

White Glove Delivery is available at an additional cost in select states for eligible orders.

If you wish to ship an order to a destination outside the contiguous U.S., proceed to the next page to request a quote for shipping costs.
You can submit a request on the next page, but these resources may help:
- I didn't receive all of the items from my order. Are they missing?
- I have a tracking number, but it still says "Pending." Is something wrong?
If you're unsatisfied with your purchase for any reason, you can submit a return request within 30 days of delivery. We’ll process the return and either help you find a replacement or refund your purchase price.
- Replacement orders are subject to current lead times.
- Returned products must be in original packaging and resellable condition.
- Contact us if you no longer have your shipping boxes.
- Returns made after 30 days may incur additional charges or restocking fees.
- Designers and Commercial/B2B customers are not eligible for free returns and must pay restocking fees and return shipping.
FAQs:

Q: Can I exchange an item instead of returning it?
A: We're unable to process direct exchanges. However, you can return your item for a refund and then place a new order for your preferred item.

Q: How does the return process work?
A: After you submit a return request, we’ll send you a Return Merchandise Authorization (RMA) number and arrange a pickup with our carrier. Properly pack your return and write your RMA number on each box.

Q: What if my returned items aren’t in resellable condition?
A: We may adjust your refund if a returned product isn't in resellable condition. A Customer Experience Team member will contact you if any changes are needed.
You can submit a request on the next page, but these resources may help:
Your order may arrive in multiple shipments from one or more of our U.S. facilities. Once part or all of your order has shipped, you’ll receive an email with tracking information for that shipment.

If only part of your order has been delivered, the remaining items are likely still on their way. Carriers often deliver multi-piece shipments over multiple days, even if the parcels all left our warehouse together.

Tracking Multi-Piece Shipments

To check the status of your entire shipment, use the tracking number provided in your email. For multi-piece shipments, carriers such as UPS or FedEx will designate one tracking number as the "Master" tracking number. Here’s how you can track your order:
1. Visit the carrier's website and enter the Master tracking number. This allows you to see the status of all parcels in your shipment.
2. Look for multi-piece details on the tracking page. Most carriers have a section listing each parcel and its status.
3. If any tracking numbers show a status other than "Delivered," this means additional parcels are still in transit. The tracking page may also provide estimated delivery dates for these parcels.
FAQs:

Q: Why didn’t all my items arrive at the same time?
A: Multi-piece shipments can be delivered on different days, even if they were shipped from our facilities together. This is due to how carriers sort and process packages at their own facilities.

Q: How do I know if more items are still coming?
A: Check the tracking details provided by the carrier. Use the Master tracking number to see all parcels in your shipment. If any items are still in transit, they'll show a status of "Pending" or "In Transit."
If you need replacement hardware for your POLYWOOD furniture, such as nuts, bolts, or screws, we’ve made the process simple. Using your product's serial number, you can request a free replacement hardware pack directly through our self-service hardware portal.

Whether you’re missing parts from your order or need to replace lost or damaged hardware, this service is available to all POLYWOOD furniture owners, regardless of where you purchased your item.
1. Locate your furniture’s serial number.
2. Visit our Replacement Hardware Request page.
3. Submit your request. Each serial number is eligible for one free replacement hardware pack.
You can request one free hardware pack replacement per serial number through our self-service portal.

For other replacement parts, visit our Replacement Lumber Parts or Replacement Cushions & Pillows pages.
You can submit a request on the next page, but these resources may help:
You can submit a request on the next page, but these resources may help:

Assembly & Setup
- Where can I find assembly instructions and videos?
- Do you offer assembly services?
Materials, Colors & Finishes
Options, Features & Customization
- Do you make custom or special-order products or products not listed on your website?
- Do you offer custom bench plaques or engraving services?
Sizing, Dimensions & Specifications
General Product Information
You can submit a request on the next page, but these resources may help:
Do you have any sales, coupon codes, or promotions?

We occasionally hold sales and promotions throughout the year. To find out about any current offers, please visit our Discounts & Sales page. This page is updated regularly with details on our latest promotions.

You can also subscribe to our email list to be the first to hear about upcoming sales, giveaways, and special promotions.

Our Customer Experience team cannot provide additional discounts.

All current sales are shown on our Discounts & Sales page.

Do you offer a military discount?

Yes, POLYWOOD is proud to offer a 5% discount to eligible military service members!

How to Verify Your Eligibility:
1. Create a free POLYWOOD account on our website.
2. Verify your military status using our verification platform. Once verified, you'll receive a one-time discount code for use.
Where can I order samples?

Visit our Samples page to order lumber, fabric, and other material samples and swatches.

Samples do not incur any postage costs when shipped to destinations within the contiguous U.S.
Where can I go to see your furniture in person?

All POLYWOOD products are available for purchase directly on our website, but you can also find our furniture in showrooms across the U.S. and internationally.
- U.S. Showrooms: We have partnerships with dealers throughout the United States, allowing you to see and try out our furniture in person.
  Find a U.S. Showroom
- International Showrooms: POLYWOOD products are also sold worldwide. To find a dealer near you, select the link below.
  Find an International Showroom
Please note: Not all products may be available to view in on-site showrooms. To see specific items, please confirm availability directly with the dealer you plan to visit.

Your Name*
Your Email*
Your Phone Number
Please enter a valid phone number.
Order Number
Item SKU (Model Number)
Where can I find the model number (SKU) for my furniture?

You can find the model number (also referred to as the SKU) in the following places:
1. In your order confirmation email
2. On the My Orders section in your account dashboard
3. By searching for the product using our Product Search page
Serial Number(s)
Where can I find my serial number?

POLYWOOD products have a sticker with a bar code and serial number. For furniture, this number is usually found under the seat or on a leg. For cushions and pillows, the serial number is on the sewn-in tag.
Learn more
Serial Number

I don't have my serial number
Part(s) and quantity needed:
Please list the replacement parts needed, and quantity for each. Ex.: 2 of Part A, 1 of Part B
I'm returning the product(s) because:
I'm cancelling the order because:
For security and verification, please enter the street address and zip/postal code where your order was shipped.
Original Shipping Address

Street Address

Street Address Line 2

CityState / Province

Postal / Zip Code
Ship replacement item(s) to a new address?
New Shipping Address

Street Address

Street Address Line 2

CityState

Zip CodeCountry
Pick-Up Address

Street Address

Street Address Line 2

CityState

Zip CodeCountry
Tax Exempt Form

We are unable to process your tax exemption request without a valid tax exemption certificate.
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Contact Us

Email Subscriptions

Print Catalogs

FAQs:

Available Programs

Check Order Status

Order Status Meanings:

Order Status FAQs:

FAQs:

Tracking Multi-Piece Shipments

FAQs:

Assembly & Setup

Materials, Colors & Finishes

Options, Features & Customization

Sizing, Dimensions & Specifications

General Product Information

Do you have any sales, coupon codes, or promotions?

Do you offer a military discount?

Where can I order samples?

Where can I go to see your furniture in person?