Shipping + Returns

SHIPPING + REFUNDS

Most Poppin products are available to ship via FedEx Ground to the contiguous 48 states, with additional fees for shipments to Alaska and Hawaii. Certain products or orders are too large or too heavy to ship via FedEx and would ship via Standard Freight - Threshold Delivery as set forth below. Please note that we cannot ship Standard Freight orders outside the contiguous United States.

We offer the following delivery service options:

• Standard Ground Delivery

• Standard Freight - Threshold Delivery

• White Glove Service (PoppinPod & Poppin Spaces Only)

STANDARD GROUND DELIVERY

All orders placed Monday - Friday before 1pm ET / 10am PT (excluding holidays) begin processing on the same day. If you place the order after 1pm ET/10am PT, we begin processing the next business day*.

All shipping times are estimates and delays may occur due to weather, carrier delays, and other events outside of our control

*Orders placed on the following Holidays will be treated as having been received on the following day:

• New Year’s Day

• Memorial Day

• Independence Day

• Labor Day

• Thanksgiving Day

• Christmas Day

STANDARD FREIGHT (THRESHOLD DELIVERY)

Overview

For items too heavy or large for FedEx Ground, we utilize Standard Freight - Threshold delivery.

Description

Threshold delivery means your order will arrive on a shrink wrapped pallet, and the driver will drop the palletized good(s) at the first available dry space once entering your location. For office buildings, this may be your building’s lobby and for residential buildings this will be just past the front door.

PLEASE NOTE: The driver will not remove the pallets or shrinkwrap.

Availability

We offer Standard Freight delivery to the 48 contiguous United States.

Preparation and Communication

Within 24 hours after order placement, you will be sent an automated email to gather essential delivery-related information. Your timely responses to these inquiries are crucial for product shipment and delivery scheduling.

Once the product leaves our warehouse, another automated email will be sent to you with freight tracking information. When your order arrives in your local area, our freight partner will contact you at the phone number / email you provided to schedule final delivery.

Important Notes:

1. Accuracy Matters: Inaccurate delivery information (e.g., availability, receiving hours, loading dock details) or building information (e.g., COI or labor requirements) may result in additional fees and/or delivery delays.

2. Timing Requests: Delivery appointments are subject to carrier availability and require a four-hour delivery window. If a specific delivery date and/or time is requested, or a compressed delivery window is requested, and the carrier cannot accommodate this request in their normal scheduling, additional fees may apply.

3. Delays: Orders are immediately processed following Building Details Questionnaire submission. If the delivery location is not ready to receive the order within a week from the estimated delivery date, additional storage fees may apply.

4. Service Level: Standard Freight orders are delivered as detailed above and cannot be upgraded.

WHITE GLOVE SERVICE (for PoppinPods and Poppin Spaces Only)

Overview

White Glove Service is a seamless delivery and installation experience. A third-party team of professional installers will arrive on a pre-arranged date to unpack, assemble, and arrange your new items as requested. They will also handle the removal of all packaging, pallets, and trash. A member of the Poppin Operations team will work with you as an intermediary to ensure a smooth experience.

Availability

White Glove Service is exclusive to the 48 contiguous United States.

Preparation and Communication:

Upon selecting White Glove service, our Poppin team will contact you to gather essential delivery-related information. Your timely responses to these inquiries are crucial for product shipment and installation scheduling. A Poppin Operations member will work directly with you throughout the process to coordinate the delivery and installation with our third party partners.

Important Notes:

1. Accuracy Matters: Inaccurate delivery information (e.g., elevator dimensions, availability, receiving hours, loading dock details) or building information (e.g., floor plans, electrical plans, unprepared spaces) may result in additional fees and/or installation delays.

2. Installer Availability and Services: White Glove Service is contingent on installer availability. Surcharges may apply for non-standard delivery requirements such as stair carry, compressed delivery windows, or weekend/after-hours delivery.

3. Electrical Equipment Installation: For White Glove Installation of electrical equipment, our team covers the mounting of the hardware for immediate use after final connections. However, all final electrical connections must be carried out by a licensed electrician arranged and scheduled directly by the customer.

WHITE GLOVE INSTALLATION TERMS + CONDITIONS

• Buyer shall ensure that the premises will be ready and accessible for delivery and that access will be sufficient to allow for off-loading, moving, and handling of Purchased Items. Ready and accessible means that the Buyer has obtained necessary approvals from its landlord, managing agent, and/or other parties in control of deliveries at the premises. If Poppin incurs material overtime costs due to the building not being ready and/or accessible, Buyer agrees to pay for the additional labor. Any loss or damage following the delivery is the Buyer’s responsibility.

• Inaccurate delivery information (e.g. elevator dimensions and elevator availability, receiving hours, loading dock availability, etc.) or inaccurate building information (e.g. floor plans, electrical plans, space not ready for furniture, etc.) may result in additional fees and/or installation delays.

• White Glove Service is subject to installer availability. Surcharges may apply if there are non-standard delivery requirements (e.g. stair carry, compressed delivery window, weekend or after-hours delivery).

 

RETURN / REFUND POLICY

We strive to ensure customer satisfaction and stand behind the quality of our products. However, as part of our policy, we do not accept returns of purchased items.

Despite our no-return policy, we do offer refunds under certain circumstances. If you encounter any of the following situations, you are eligible for a refund:

Defective Products:

In the rare case that you receive a defective item, please contact hi@poppin.com within five (5) days of receiving the product. We will require:

• A picture (or pictures) of the defect.

• A photo of the product ID label on the defective product.

If there is a defect in manufacturing, we will replace furniture items under our Warranty Policy at no cost to you.

Order Errors:

If Poppin makes an error in processing your order, leading to the wrong product or incorrect quantity delivered, please notify us within five (5) days of receiving the order. We will either send the correct item or issue a refund for the missing items.

Damaged Shipments:

If your order arrives visibly damaged during transit, please document the damage on the delivery paperwork and contact hi@poppin.com within five (5) days of receiving the product. We will require:

• A picture (or pictures) of the damage(s).

• A photo of the product ID label on the damaged product

Once reviewed and approved, Poppin will replace the damaged items at no cost to you.

Important Notes:

• To be eligible for a refund, you must provide proof of purchase.

• Refunds are processed to the original form of payment unless otherwise mutually agreed upon.

• Shipping and handling charges are non-refundable.

This policy is effective as of 1/2/2024, and we reserve the right to update or modify this policy at our discretion.

APPENDIX

Free Shipping On Orders Over $200 Offer Terms:

Not all Poppin products are eligible for the Free Shipping Offer. The below items are not eligible for this promotion and are subject to additional shipping charges:

• PoppinPods

• PoppinSpaces

All other items are eligible for the promotion.