Linen Society Shipping & Delivery Policy
Please note: By placing an order with Linen Society, you acknowledge and agree to be bound by the terms of our Shipping & Delivery Policy as outlined below. If you have any questions, our team is always here to help.
Shipping Coverage & Order Qualifications
We’re delighted to offer shipping throughout the United States—including Alaska and Hawaii—on most orders.
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Standard Ground Shipping is free on qualifying orders over $100 (before taxes and after discounts), with the exception of certain oversized or overweight items.
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Expedited shipping options—Overnight, 2-Day Air, and 3-Day Air—are available within the contiguous United States for an additional charge, which is based on the value, size, and weight of your order.
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Expedited orders placed by 12PM Pacific Time (Monday–Friday) will ship the same business day whenever possible; otherwise, expedited orders ship the following business day.
Please note:
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Some larger items—such as comforters, bulk towels, pillows, featherbeds, rugs, and furniture—may be classified as oversized or overweight. These items may incur additional shipping charges or require alternative shipping methods and timeframes. If this applies to your order, we’ll always notify you prior to shipping.
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Orders containing items from different manufacturers or shipping origins may arrive in separate shipments.
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Shipping timeframes are counted in business days. Weekends and carrier holidays are not considered business days.
If you ever have questions about shipping methods, timeframes, or whether your items may be considered oversized or overweight, please contact us. We’re happy to help ensure your order arrives just as you expect!
1. Signature, Insurance & Secure Delivery Recommendations
Your peace of mind matters to us. That’s why we strongly recommend adding both signature requirement and shipping insurance to every order—especially for high-value, time-sensitive, or multi-unit building deliveries.
Additionally, we encourage you to select the most secure and convenient delivery location for your needs—whether that’s your workplace, a staffed location, a package locker, or another address where someone can receive the package in person.
The minimal extra investment in signature and insurance provides significant protection and peace of mind, helping ensure you never experience the frustration of lost or stolen packages after delivery.
If you opt out of these additional security measures, please know that responsibility for any loss, theft, or damage after delivery will rest with you, and Linen Society cannot provide a refund or replacement for these incidents.
Please note: Declining signature confirmation and/or insurance may limit your ability to dispute delivery-related issues or seek further recourse through credit card chargebacks or other claims.
If you’re unsure which option is best for your needs, our team is happy to assist with delivery recommendations for your unique situation.
2. When Delivery Is Confirmed, Responsibility Transfers
We want every Linen Society delivery to be smooth and stress-free. For your peace of mind, it’s important to understand how responsibility for your package is handled.
Once your order is delivered to the shipping address you provide—as confirmed by the shipping carrier—responsibility for the package passes to you. This also includes packages accepted by a doorman, concierge, building staff, neighbor, package room, or another trusted recipient at your address.
While we wish we could control every step after delivery, the reality is that once your order is marked as delivered by the carrier or accepted by a third party, it is no longer within our ability to protect or insure your package. That’s why we recommend choosing secure delivery options that work best for your situation, such as requesting a signature or shipping to an attended location.
If you have any questions or concerns about delivery options, our team is always here to help you make the choice that feels right for you.
3. Exclusions for Porch Piracy & After-Delivery Theft
We understand how frustrating porch piracy and package theft can be, but please know that Linen Society cannot offer refunds or replacements for lost or stolen packages after delivery is confirmed by the carrier. This includes all forms of porch piracy or theft from your property or building after delivery.
Please note: Lost or stolen packages after delivery are not eligible for refunds or replacement.
For your protection, we strongly recommend choosing a secure, attended delivery address and/or requesting a signature at checkout for high-value or time-sensitive shipments.
Losses due to theft or disappearance after delivery is confirmed are not eligible for replacement or refund.
4. Packages Marked Delivered but Not Received (Including Third-Party Acceptance)
If your tracking shows “delivered” but you haven’t received your package:
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Please check with building staff, doormen, front desk, package rooms, neighbors, or anyone who may have accepted delivery on your behalf.
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Contact your local carrier office for further details.
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Notify us within 3 business days of the marked delivery date so we can assist with a carrier claim if the package is lost or damaged before delivery confirmation.
If a package is signed for by anyone other than you—including a doorman, neighbor, or building staff—the carrier considers the package delivered and fulfilled, and responsibility passes to you.
Linen Society does not accept liability for packages delivered to, or accepted by, third parties at the provided address.
5. Lost or Stolen Packages En Route
If your package is lost or stolen while in transit—before delivery is confirmed by the carrier—coverage and eligibility for replacement will depend on whether you have selected shipping insurance at checkout.
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If you have chosen shipping insurance: We will file a claim with the carrier and, upon completion of their investigation and confirmation of loss, will provide a replacement product at our discretion.
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If you have not chosen shipping insurance: Please be aware that shipment is at your own risk, and responsibility for the package is solely yours once the package is in the care and possession of the carrier. Linen Society cannot be held liable for any loss or theft in transit if insurance is not selected.
Please note: We do not offer refunds for lost or stolen packages in transit, but will provide a replacement product if eligible, subject to the claim outcome and insurance selection.
We strongly recommend selecting shipping insurance on all orders for your peace of mind and financial protection.
If you believe your package is lost or stolen in transit, please contact us within 3 business days of the expected delivery date so we can assist you through the proper process.
6. Damaged Packages
If your order arrives damaged, please take clear photos of all packaging and contents, and retain all materials.
Contact us within 3 business days of delivery so we can initiate a claim with the carrier.
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If you have chosen shipping insurance: We will work with the carrier to resolve the claim, and a replacement product will be issued at our discretion once the carrier’s investigation is complete.
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If you have not chosen shipping insurance: Please note, replacements for damaged packages may not be available and are at our sole discretion.
Please note: We do not offer refunds for damaged shipments, but will provide a replacement product if eligible, subject to the claim process.
Replacements are not available until the claims process is finalized.
7. Signature Release & Customer Authorization
If you do not select “signature required” at checkout, or if you instruct the carrier to leave your package in an unsecured location, you accept all risk and responsibility for loss, theft, or damage after delivery.
Choosing to waive signature confirmation releases Linen Society from any liability relating to the security of your package after carrier delivery.
8. Claims Process & Customer Cooperation
If your order is lost, stolen, or damaged in transit, we ask for your patience and cooperation while the carrier’s claim process is completed. Only after this process can a replacement or solution be provided.
We are happy to assist with the carrier claims process and will keep you informed at every stage.
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We cannot issue replacement products until the carrier’s investigation is complete and liability is determined.
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Customers agree to allow Linen Society and the carrier the time required to investigate and resolve claims before initiating credit card disputes, chargebacks, or third-party claims.
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If the carrier denies the claim, and insurance or signature confirmation was not selected, the customer assumes full responsibility for the loss.
Initiating a chargeback or credit card dispute prior to completion of the claims process is considered a violation of this policy and may impact your eligibility for further assistance.
9. Special Circumstances
For buildings with package rooms, doormen, or concierge, you are responsible for checking with staff and neighbors.
If you live in a gated community or have limited delivery access, carriers may reroute your package to a local pickup facility or partner. If not collected within the carrier’s timeframe, your package may be returned to sender. Linen Society is not liable for missed deliveries, additional fees, or losses due to access restrictions outside our control.
10. Undeliverable & Returned Packages
If a package is returned to us due to an incorrect address, refusal, unclaimed package at a pickup location, or inability to deliver, the cost of reshipping is the customer’s responsibility. We are happy to assist with reshipment once we receive the returned item and reshipping payment.
11. Rush or Special Requests
We know sometimes life happens! For urgent or exceptional circumstances, we may be able to assist with expedited replacements or other arrangements at your expense and at our sole discretion. Please contact us to discuss possible solutions.
12. Limitation of Liability
To the maximum extent permitted by law, Linen Society, its employees, affiliates, partners, and agents shall not be liable for any indirect, incidental, consequential, punitive, or special damages—including, but not limited to, losses resulting from package theft, porch piracy, third-party acceptance, delivery access issues, or carrier error—once delivery is confirmed by the carrier or accepted by a third party.
Our maximum liability for any order shall not exceed the amount you paid for the purchase, or $50, whichever is greater.
Some jurisdictions may not allow certain limitations; these terms do not affect your rights where not permitted by law.
13. We're Here to Help
If you have any questions or need assistance, please contact us. We truly value your trust and look forward to delighting you with every order.
All purchases from Linen Society are subject to this Shipping & Delivery Policy and our Terms & Conditions.
