SHIPPING + POLICIES
Ordering and Payment Options
Accepting online payment by Visa, MasterCard, American Express, or PayPal.
All products are made to order, with production beginning immediately upon receiving full payment.
Sales tax will be added at checkout for domestic orders, in accordance with individual state regulations. Duties and fees are subject to clients’ shipping address.
A tracking number will be provided via email once your order has shipped.
Depending on your order. Delivery of items can take between 2-8 weeks.
A delivery estimate will be sent to you within 24hrs of your purchase.
Once your order has shipped, you’ll receive an email with your tracking number. We’re not responsible for any lost packages, delayed delivery, or any other issues that occur during shipping. Products are insured up until they have been delivered.
Threshold delivery service available for the Andersen Lounge.
Items that take longer to fabricate and ship:
- Naturally dyed hammocks/swings - up to 4-6 weeks
- Furniture pieces (stands, tripods, lounges)
- Custom orders
For rush order/expedited shipping requests, please email firstname.lastname@example.org with your personal information, location, and the products you’d like to request. We will respond to your inquiry within 24 hours with an estimated delivery time and pricing.
International shipping is available for all products! For orders outside of the U.S, please email email@example.com with your personal information, location, and the products you’d like to request. We will respond within 24 hours with an estimated delivery time, means of shipping, and pricing.
Returns & Exchanges
We gladly accept returns or exchanges of undamaged items within 14 days of the delivery date, excluding custom and special orders. Items returned after 14 days may be eligible for an online credit at our discretion.
The item must be in the same condition as when purchased, and you are responsible for all shipping costs.
Custom items and special orders are final sales.
For eligible returns, please email firstname.lastname@example.org
Repairs and Manufacturing-Related Issues
We will repair or replace any product for issues with materials or craftsmanship. Eligibility for replacement will be determined on a case by case basis. Damage due to wear and tear or misuse may be repaired for a fee.
Please notify us within 3 business days should you receive a damaged or faulty product.
We reserve the right to return the item to you, if we assess that the issue isn’t manufacturing-related, after our inspection.
For all damages or repairs, email email@example.com with photos of your product.
Natural patterns on wood and from natural dyes are unique to each piece and should be celebrated, not viewed as flaws or imperfections. All naturally dyed products are spot checked before full assembly. While your product will be dyed in full, each will have its own special flow of color.
For small stains, use a damp cloth and soap and gently dab the effected area.
For larger stains, we recommend gently washing your hammock or swing in a tub or large sink with warm water and soap or detergent. Make sure to hang the wood ends off to the side so that they are not placed in the water with your item while cleaning.
Hanging Instructions/ Assembly
The weight capacity for all swings is 250 lbs and 400 lbs for all hammocks.
Ceiling beams or wood wall studs make ideal indoor hanging posts. If you are not using Pouch NYC wall mounts, screw your hooks into the middle of the stud or beam using a power drill. Use lengths of chain or rope to compensate for extra distance: never hang hammock loop ends directly from the hooks. If you have ceiling beams or posts, you may also use chain and rope to tie around those directly.
If you are uncertain as to how you install, please seek out assistance from a professional.
Our furniture pieces come flat-packed and are easy to assemble! All furniture pieces come with instructions and all hardware required.
Pouch NYC Ltd is not responsible or liable for any personal injury or damage to property as a result of incorrectly assembling, installing or hanging your piece or product.