At Home generally accepts unused items in original packaging within 60 days, or 90 days for Design Rewards members, with qualifying purchase verification. Unverified purchases may receive current-price store credit. Local delivery and pickup orders return in store; eligible shipped orders have online return options. Supplier-direct merchandise uses its designated return portal and supplier address. Mattresses, box springs, final-sale merchandise and additional product restrictions apply.
What is At Home’s standard return policy?
At Home’s current help policy describes returns of unused goods in original packaging within 60 days, extended to 90 days for Design Rewards members, with qualifying purchase verification and identification. If it cannot verify the purchase, the stated alternative is store credit based on the item’s current price.
Start with the item, receipt and fulfillment method rather than assuming every online checkout produces the same return. A locally delivered purchase, a FedEx parcel and supplier-direct furniture can need different handling. The general help wording does not clearly define one starting event for every shipment, so check the order’s deadline instead of assuming a delayed opening or assembly restarts it.
Is Insider Perks still the membership for 90-day returns?
Current return articles name Design Rewards. At Home’s terms say Insider Perks was discontinued and replaced on September 15, 2026, with existing members transitioned automatically. Older pages still using the former name should not lead you to create an imaginary second return program.
Verify that the purchase is associated with the relevant account before relying on the member benefit. If the receipt or account details do not show the expected membership, ask Customer Care to check the transaction. Joining a program after a purchase should not be assumed to retroactively change that purchase’s terms without confirmation. Keep account and receipt records together while deciding whether to keep the item.
Can I return an item without the paper receipt?
The current online-return article allows verification through a Design Rewards account, a credit card, or a receipt and valid ID. Paper receipt loss therefore does not necessarily mean the transaction is unverified. Try the available lookup routes before accepting a credit-only outcome.
Bring enough information to identify the particular sale: the approximate date, store, product and relevant payment method. A shelf barcode identifies the merchandise, not necessarily what you paid. If a lookup succeeds, ask which verified-return outcome applies; if it fails, ask about the current-price credit and exclusions. Do not assume the phrase receiptless returns means unrestricted cash refunds without any purchase evidence.
What store credit is available if my purchase cannot be verified?
At Home says an unverified purchase receives store credit based on the current item price. Its dedicated no-receipt article also states a limit of three no-receipt returns and says Customer Care may help email a receipt copy. That article is older than the main policy, so confirm its application to your transaction if the limit is relevant.
For illustration, a decoration bought at $40 but now priced at $20 may produce $20 credit if the current-price rule applies. Ask to recover the purchase record first. Do not treat the stated three-return allowance as guaranteed approval regardless of product condition or a way to extend the ordinary deadline.
Must items be unused and in their original packaging?
Yes: those are the general policy’s condition requirements. A purchase made to test a room layout should not be assumed to include unrestricted household use. Preserve packaging while you check measurements, color and fit, and keep product tags available where the category requires them.
Before disassembling something for a return, ask about safe handling and the correct route for that item. A furniture carton and an everyday decor purchase may need different arrangements. If a product was defective on arrival, explain that issue directly and retain photos. Repacking a used product neatly does not by itself establish compliance with the unused-condition rule.
Which products are excluded or need special confirmation?
The main policy excludes mattresses, box springs and All Sales Final merchandise, and rejects pillows or cushions without their tags. The online article lists additional categories including adjustable sofas, futons and pre-cut fabric, but its sentence groups the tags wording awkwardly with several products.
For those additional categories, confirm eligibility for the exact listing before buying or hauling it to a store rather than assuming tags guarantee acceptance. Keep the original item-page and receipt conditions. This guide does not extend a bedding tag exception into a universal furniture return promise. A product being sold online also does not mean that the general store route is appropriate for a supplier-direct shipment.
Can I exchange an item for another color or get a price adjustment?
At Home’s policy says it does not offer exchanges; return unwanted eligible merchandise and make a new purchase instead. The online-return article also says it does not offer price adjustments. That means an available replacement and a refund on the original purchase are separate transactions.
Check stock and the new price before committing to a return-and-rebuy plan. Do not assume the earlier discount carries over or that the refund will post before the replacement is charged. If the original item is damaged, ask about the applicable defect route rather than treating a separate replacement purchase as guaranteed reimbursement. Keep both transaction records to avoid confusing the new charge with the old refund.
How do I return a regular shipped online order?
The online article permits eligible shipped purchases to go to a local store for free or use a digital self-service return through order history. The return-instructions article specifically identifies FedEx orders as eligible to request a label and ship goods back to a store location.
Use the destination issued for your order rather than selecting a random branch address. Check packing and postage terms before purchasing a carrier label. The general article does not establish one universal ordinary mail deduction, so this guide does not invent one. Supplier-direct goods have their own explicitly described free-label route and designated supplier location; do not mix those instructions with a store-fulfilled parcel.
Can I mail back a pickup or local-delivery purchase?
At Home’s return instructions require Buy Online, Pick Up In Store purchases to be returned in store. Orders delivered by local partners also use store returns. Different articles name services including Roadie, Instacart, DoorDash, Uber and TaskRabbit, so identify the actual delivery service on your order.
A product coming to your house does not automatically mean it qualifies for the FedEx mail route. Before moving a large or fragile item, contact the receiving store or Customer Care with the order details. Confirm how to handle a damaged delivery rather than sending it to a supplier or warehouse that has not been assigned to the transaction.
How are supplier-direct products different?
At Home identifies these as Online Only items marked Ships directly from supplier. Start their return through order history and the self-service portal; the instructions assign a supplier return destination rather than a general store address. The supplier FAQ describes a free printable label for eligible unused goods in original packaging, within the applicable 60- or 90-day period.
Check the fulfillment label before taking a large item to a local branch. One checkout can contain products from several sources, so one parcel’s label may not cover another supplier’s merchandise. Keep separate confirmations and follow the individual return request instead of combining everything under the label that happened to print first.
What should I do if supplier-direct furniture arrives damaged?
The supplier FAQ asks you to contact Customer Care within 48 hours of delivery, with the order number, photographs of the damaged product and packaging, and a brief explanation. Do this promptly rather than relying only on the longer ordinary return window.
Support may arrange a replacement or refund and, depending on the issue, may not require a shipment back. Do not discard the product or packaging merely because that possibility exists; wait for your instructions. Avoid booking your own freight return before approval. The practical first step is documenting the delivery condition and asking how the specific supplier wants the problem handled.
What if a regular store purchase is damaged or defective?
The main policy directs shoppers to bring a damaged or defective item to the nearest store within 60 days, or 90 days for Design Rewards members, for a refund. Preserve purchase verification and describe the fault clearly so staff can distinguish it from ordinary use or a change of mind.
That general wording should not replace the supplier-direct requirement to report delivery damage within 48 hours. Identify the purchase channel first. If transporting the product could be unsafe or difficult, ask for handling instructions before the trip. Photos and the receipt can help explain the issue, but this guide does not promise that photographs alone substitute for returning the product when a return is required.
Why can Christmas returns produce a smaller refund?
At Home says Christmas merchandise returned after December 25 is refunded at the current price, even when you have the original receipt. This is a specific seasonal valuation rule, not simply the ordinary no-receipt credit policy.
For an illustration, a holiday item purchased at $50 could have a different return value after Christmas if it is now marked down. Check the price and proposed refund before completing the return. A member’s longer return period does not, on its own, remove this Christmas pricing condition. Keep the receipt, but do not budget on the assumption that it guarantees the original paid amount after the stated date.
How long does a supplier-return refund take?
The supplier FAQ describes refunds generally being processed within five to ten business days after the supplier receives the product, with additional time possible through the payment provider. Count the return transit, supplier receipt and payment posting as separate stages.
Do not apply this supplier-specific timeframe as a guarantee for every store refund or ordinary parcel return. Keep the return confirmation and tracking so Customer Care can identify which stage is outstanding. If the parcel is delivered but no adjustment appears, ask whether it has been processed and what amount was issued. That is more useful than asking a bank to trace money before the retailer has confirmed a refund exists.
Do returns affect Design Rewards points?
The current program terms say points earned on a returned or canceled purchase are deducted; a partial return produces a proportionate adjustment. Points are not a reason to expect extra cash or an unchanged account balance after the underlying purchase is reversed.
Keep the receipt and rewards record if only part of an order is returned, and check the adjustment against those items. If the point change seems wrong, ask Customer Care to examine the purchase and return together. This is separate from the merchandise refund destination and any bank-posting delay. Do not equate an account-points correction with confirmation that the payment refund has already arrived.
How do I ask about a denied return or contact support?
Use the official At Home Help Center and its Contact Us request route for order-specific assistance. Include the order number, item, purchase channel and reason. Do not send a parcel to a contact address without receiving the applicable return instructions.
The main policy says some denials involve its return-verification partner, The Retail Equation, and describes obtaining a Retail Activity Report using the transaction ID on the denial slip. Ask which rule or verification issue caused the refusal before making another trip. A third-party report request does not guarantee reversal; it helps you understand the records associated with the decision and identify anything that needs correction.
Need help with a return?
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- Mattress Firm17 questions answered
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Citations
Sources reviewed October 30, 2026. If At Home updates its rules, its current policy applies. See how we verify.
- At Home return policy
- At Home online returns and product restrictions
- At Home channel-specific return instructions
- At Home no-receipt credit and return limit
- At Home supplier-direct returns, damage and refund timing
- At Home Design Rewards transition and point adjustments
- At Home official help and contact routes