Frequently Asked Questions
Answers about ordering, shipping and claims. Can't find yours? Contact us.
Ordering
Can I change or cancel my order?
Contact us as soon as possible. If your order hasn't been processed for shipment yet, we can cancel it for a full refund. Once it ships, it can no longer be changed or cancelled. See our Cancellation policy.
Do I need an account to order?
No. You can check out as a guest, or create an account during or after checkout to track orders more easily.
Which payment methods do you accept?
Visa, Mastercard, American Express and Discover through our secure Shopify checkout. Depending on your device you may also see Shop Pay, Apple Pay or Google Pay.
Is sales tax included in the price?
No. Sales tax is calculated at checkout based on your shipping address.
Shipping & delivery
How much does shipping cost?
Standard shipping is free on every US order. Express delivery (4–6 business days) is available on eligible items for a fee shown at checkout. The total you see at checkout is what you pay.
Where do you ship?
We ship to addresses in the United States and the United Kingdom.
How long will my order take?
Most items ship from our Texas warehouses and arrive in about 4–8 business days. A few items ship from overseas and take 8–11 business days after shipping. Each product page shows its own estimate. You'll see an estimated delivery window on each product page and at checkout.
Why can delivery take longer than at some stores?
Many of our products ship from international fulfillment partners, which lets us offer better prices and a wider selection. You get tracking for every package.
Will I get a tracking number?
Yes. We email you a tracking number and link as soon as your order ships. You can also use Track your order.
Tracking says delivered, but I don't have my package.
Check with neighbors, your building's mailroom and your local post office first. If you still can't find it, contact us. For delivered-but-not-received claims we'll ask for a written non-delivery confirmation from your local postal carrier.
Returns & refunds
What is your return policy?
If an item arrives damaged, defective, incomplete or wrong, you can return most items within 30 days of delivery for a full refund, and return shipping is free. If an item arrives damaged, defective, incomplete or wrong, contact us within 30 days and we'll send a full refund or a free replacement. Read the full policy.
What do you need to process a claim?
Your order number, plus clear photos or a short video showing the issue, the product and its packaging or shipping label.
Can I return something I changed my mind about?
Yes. You can return unused items in their original condition within 30 days of delivery for a full refund. Return shipping is free: email support@upicko.com with your order number and we'll send a prepaid return label, or arrange a pickup for large furniture.
Support
How do I contact support?
Email support@upicko.com or call +1 (307) 888-9636, Mon–Fri, 9 AM–5 PM ET. We reply to emails within 24–48 hours.