Boll & Branch FAQ

I need to make changes to my account

If you need to make any changes your your account please call 1-800-678-3234 or email [e-mail] and we will be able to assist you in making those changes.
 

How can I see my previous orders?

You can log into your account and it will show you your previous orders or you can contact our Customer Experience team at 1-800-678-343 or email [e-mail].

How do I unsubscribe from emails and text messages?

For text messages reply STOP and you'll be unsubscribed. For email simply click Unsubscribe at the bottom of any Boll & Branch email or email our Customer Experience team at [e-mail].

Do you offer fabric swatches?

Yes we send fabric swatches anywhere within the US. You can order free swatches here . Simply add the color/fabric you're interested in to your cart and check out at your convenience. Please note swatches are limited to 20 per customer for inventory purposes. Not every product has a swatch available at this time but please reach out to our Customer Experience team at [e-mail] or 800-678-3234 for additional help.

How deep are your fitted sheets?

All our fitted sheets have a 17-inch deep pocket. They also come with a full elastic banding that’s sewn around the edge for a little extra flexibility ensuring a generous fit over even the deepest mattresses.

Do your sheets wrinkle?

As with all of our products we like to let nature run its course. This is why your 100% organic sheets may wrinkle more easily than conventional “wrinkle resistant” bed sheets that have been soaked with harsh chemicals or waxes. But don’t worry bedding perfectionists can still iron as needed.

What is the thread count for Boll & Branch sheets?

At Boll & Branch we believe the discussion around thread count is a distraction in the quest for quality. A better question for us to answer is: how did we master our fabrics without prioritizing this number? The answer: differently—and better—than everyone else. We source the finest materials like the longest-staple 100% organic cotton we could find on earth and we treat and pay the experts who make our products fairly. Our difference makes a difference for you. We base all of our choices on how they will help you sleep better at night.

Do I need to wash my sheets before using?

Yes! We recommend that you wash your sheets prior to using. The lifespan of your sheets will expand if you rotate them every few weeks with an alternative set. Our sheets continue to get softer and softer with every wash
 

What are the differences between your fabrics?

Each fabric is designed for a unique experience with weaves for every style and sleep preference.
 

Can I cancel or change my order?

We’re unable to make edits to orders once they’ve been placed - this includes adding or removing items or changing shipping addresses. You can cancel your order within 45 minutes of placing it. To cancel your order: Log in to your account and select the order you wish to cancel OR Use the cancellation link in your order confirmation email. If you are within the 45 minute window you can call us at 1-800-678-3234 (tel:[phone]) or chat us during business hours. * Please note: we are unable to cancel orders that contain Mattresses Mattress Toppers Dog Beds and Gift Cards. After the 45 minute window your order will begin processing and can no longer be canceled. If you no longer wish to keep the order once it arrives please use our Returns Portal to start a return.
 

Can I change the shipping or billing address?

Please contact our Customer Experience Team at [phone] and we will update your shipping or bill address you as soon as possible!
 

Can I change my payment method after my order is placed?

Your payment method cannot be changed once your order is placed.
 

Can I apply a Gift Card balance after my order is placed?

Unfortunately we cannot retroactively apply your Gift Card after your order has been placed but our Gift Cards do not expire so you can use it at any time.
 

How can I apply a discount code to my order?

Discount codes can be applied at checkout on the right-hand side of the screen. Only one discount code can be applied per order. If you forget to add your discount code at checkout don’t worry.—our Customer Experience team is more than happy to help.
 

Can I use a discount code on a gift card purchase?

No discounts are only valid on physical merchandise sold.
 

Can I add a gift note to my order?

Of course! Gift notes can be added at checkout by selecting Add a Gift Message under Gift Options. Please note all of our packages come with an invoice indicating the product ordered without price. Unfortunately we cannot add a gift note to an order after it has already been placed.

Will the recipient of my gift see pricing on the invoice?

Rest assured pricing is not shown on any of our invoices.
 

Why is my credit card charged upon order placement?

Your security is our priority. That's why Boll & Branch does not store any credit card information and therefore must charge credit cards at the time of ordering. Note that orders can be cancelled before shipment for a full refund.

Can I split my payment?

If you are purchasing online you can only use one form of payment at check out. You can however use a Boll & Branch Gift Card along with a credit card.

What are your shipping methods and costs?

We currently offer the following shipping methods: 

• Standard Shipping - Free on U.S. orders of $100 or more 
• 2-Day Shipping - $20 
• 1-Day Shipping - $30 
• International Standard Shipping - $30 
• International Expedited Shipping - $50 

*Orders ship and deliver Monday through Friday. 1-Day and 2-Day shipping are not available for PO Boxes U.S. Territories military addresses and international addresses. Please note we ship via USPS for PO Box addresses. We do not ship to Canadian PO Boxes.

What is In-Home Delivery?

There are two delivery services for In-Home Delivery. For mattresses and furniture we offer White Glove delivery. Our delivery partners will deliver items to your room of choice unpack your product assemble as needed and remove all packing materials. They will also remove your old mattress if needed. For large Rug orders (9x12) we offer Room of Choice delivery. Our delivery partners will place the package in your room of choice and the customer may unpack and place as desired.

Do you ship outside of the US?

We ship within the U.S. including Alaska Guam and Hawaii. We also ship to Canada as well as APO DPO and FPO addresses. Mattresses Furniture and large Rugs (9x12) ship within the continental US only. We do not ship to Canadian PO Boxes.

What is your return policy?

We make exceptional products and stand behind their quality. You can return qualifying items within 30 days of delivery and receive a full refund in the original payment form. If your order included additional shipping costs that amount will not be refunded with your return. If payment was made using a Gift Card along with another form of payment the refund will be first applied back onto the Gift Card. Any remaining credit will be applied to the secondary form of payment. At this time all orders shipped to Canada are final sale and are not eligible for returns.

How do I make a return or exchange?

If you’d like to make a return or exchange simply visit our Returns Portal. You’ll need your order number and the shipping zip code which can be found in your order confirmation email. After you initiate your return or exchange you will receive a prepaid shipping label. If you need more labels send us a note at [e-mail] with your order number and items you are returning. Please use any original packaging to ensure items arrive back safely.

Who do I contact if I have questions about a return?

For answers to any questions please call the Boll & Branch Customer Experience team at 800-678-3234 or email [e-mail] between 9AM and 5PM Monday through Friday. We’ll be happy to help and will reach out within 2 business days.

When will I receive my refund or exchange?

Please note our return processing window is extended and may take an additional 7-10 business days to process. Refunds: Once we receive your return you will receive an email confirmation letting you know that the return has been processed. Exchanges: Once we receive your return we will process your new order and you will receive an order confirmation email. Store Credit: Once we receive your return you will receive an email with a digital Gift Card to use toward your next purchase.