Frequently Asked Questions

  • Orders, Deliveries and Returns

    Click Login at the upper right of the home page, then click Create An Account. 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.

    We currently offer ground shipping only to the contiguous U.S. and Canada; we also offer international economy shipping to Hawaii, Puerto Rico, and the Virgin Islands.

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

    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 need to cancel your order, please contact Customer Service as soon as possible at 877-586-4771.

    When you place an order with one of our companies, the funds are reserved on your card; this is displayed on your account as a “pending” charge from The Annie Selke Companies. When the order is shipped, the reserve is canceled, and the final charge is assessed to your card from The Annie Selke Companies. If you have ordered from more than one of our companies, you will see multiple charges, equal to or less than the reserve, that correspond to each order.

    Log in to your account and click My Account at the top of the screen. Click on Order History 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.

    View our return policy for more information.

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

    If a product is backordered, the most up-to-date estimated time of arrival 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.

    All pricing on our website is in USD. Once your credit card company charges you for your order, it will convert to CAD based on exchange rates on that date.

    Live Chat is available during business hours only, Monday through Friday, 9am – 5:30pm.

  • Shipping

    In-Stock items normally ship within 48 hours by FedEx ground. Other methods may ship more quickly. Depending on where you live in the U.S., shipping time can take anywhere from 1-5 business days. Express orders placed after 2:00 p.m. EST will ship the following business day. 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.

    Yes. You will receive an e-mail confirmation when you place your order. When the order is processed, you will then receive a tracking number for your package.

    No.

    Shipping via FedEx Ground is free on all retail purchases, including custom-upholstered furniture! Please note that expedited shipping incurs an additional charge, which is calculated during checkout, and that certain products, due to size, cannot be shipped expedited. 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 charged international economy rates.

  • Taxes

    Taxes are calculated before applying promotional discounts and are normally less that shown on order.

    Items sold by the Annie Selke Companies and shipped to destinations in the following states are subject to tax: California, Florida, Massachusetts, New York, North Carolina, and Texas.

  • Product Questions

    Visit our Store Locator page to find a retailer near you.

    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 area.

    No. It may be possible to have a larger rug cut down to the size you need; contact a rug professional in your area for details before ordering.

    Our hooked and tufted rugs naturally lose a bit of fuzz (like dogs). This is normal — simply fetch a vacuum and groom away!

    Hooked rugs require occasional grooming to keep looking their best. From time to time, as a hooked rug settles, a stray loop of yarn may pop up. This is perfectly normal. Do not pull the loop; just trim it with scissors.

    You sure can! Visit our blog for complete how-to installation instructions, or consult a rug professional in your area.

    PET is an abbreviation for polyethylene terephthalate. It is a non-chemically-treated, recycled polyester that’s as earth-friendly as it is gorgeous. Our ultra-durable and easy-clean PET rugs have a soft, pliable texture that is often mistaken for wool, making them perfect for high-traffic areas indoors and out, and especially good in kids’ rooms, family rooms, and anywhere pets like to hang out.

  • General

    Call or e-mail our live, in-house Customer Service team from 9 a.m. to 5:30 p.m. EST, Monday through Friday:
    877-586-4771
    info@annieselke.com
    Live Chat

    We try to maintain in-store stock of items on the Outlet website, but cannot guarantee that all items will be available in the Outlet store. However, the store offers a variety of samples and seconds at 50% or more off retail prices, as well as weekly in-store-only specials and a clearance room that features fabrics by the yard at deep discounts. So if you’re planning to be in the Pittsfield area, we encourage you to stop by!

    Please see our exclusions policy.

    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.

    To unsubscribe from catalog mailings, simply send us an email at unsubscribe@annieselke.com. Please allow approximately 3 months for your request to be processed.