Frontgate Return Policy

If you’ve made a purchase from Frontgate and need to send something back, understanding the Frontgate return policy is your first step. This guide breaks down everything you need to know to make the process smooth and stress-free.

We’ll cover the timeframes, condition requirements, and step-by-step instructions. You’ll also learn about exceptions for special items and how to handle exchanges or refunds. Let’s get started so you can manage your return with confidence.

The core of the Frontgate return policy is designed to be customer-friendly, but it has specific rules you must follow. In general, you have 90 days from the date you receive your item to initiate a return. This is a generous window compared to many retailers.

Items must be in new, unused, and resalable condition. This means all original packaging, tags, and manuals need to be included. For furniture and large items, assembly might be required for inspection, so keep all parts and hardware.

Here are the key pillars of the policy:

90-Day Return Window: Most items qualify for a full refund within 90 days of delivery.
Original Condition: Items must be unused and in original packaging.
Proof of Purchase: You’ll need your order number or receipt.
Return Authorization: A Return Merchandise Authorization (RMA) number is required for all returns.

What Items Are Final Sale?

Not everything can be returned. It’s crucial to check your items against the final sale list before starting the process. This helps avoid disappointment later.

Personalized, customized, or monogrammed items.
Clearance merchandise (unless defective).
Special order items that are made to your specifications.
Opened software, DVDs, or CDs.
Gift cards are naturally non-returnable.
Items marked as “Final Sale” on the product page or your receipt.

Condition Requirements for a Successful Return

Frontgate is strict about condition. “Resalable” means they must be able to put the item back on the shelf and sell it as new to another customer.

For apparel and linens, this means tags are attached and there’s no signs of wear, washing, or odors. For kitchen items and decor, everything should be pristine in its original box. Furniture cannot have any scratches, dents, or assembly marks.

If you’re returning an item that was delivered damaged or is defective, contact customer service immediately. Do not initiate a standard return. They will guide you through a separate replacement or repair process.

How to Start a Return: Step-by-Step

Follow these steps carefully to ensure your return is processed quickly and without any hickups.

Gather Your Information: Find your order number and the items you wish to return.
Initiate Online: Go to the Frontgate website and navigate to the “Returns & Exchanges” page. Log into your account or use your order number and email.
Select Items: Choose the items from your order that you want to send back.
Choose a Reason: Select the reason for the return from the dropdown menu.
Get Your RMA: After reviewing, you’ll receive a Return Merchandise Authorization (RMA) number. You must write this number on the outside of your return box.
Pack Securely: Pack the item in its original packaging, include all parts, and seal the box well.
Ship It: Use the provided return shipping label or follow the instructions for drop-off. Keep your tracking number!

Using the Online Return Portal

The online portal is the fastest way to start a return. It automates the RMA process and often provides a prepaid shipping label. Make sure you have a printer for the label if one is provided. If you don’t, you can usually have it scanned at a carrier store like UPS.

Returning Without an Online Account

If you checked out as a guest, you can still process a return online. You’ll need the order number and the email address used for the purchase. The website’s return tool will locate your order and guide you through the same steps.

Understanding Return Shipping Costs

Who pays for return shipping depends on why you are returning the item. This is a common point of confusion, so let’s clarify.

You Pay: If you are returning an item because you changed your mind, it didn’t fit, or you simply didn’t like it, you are responsible for the return shipping costs. These fees will be deducted from your refund.
Frontgate Pays: If the item arrived damaged, defective, or if the wrong item was sent, Frontgate will typically provide a prepaid return label at no cost to you. You must contact customer service to arrange this.

Always check your return instructions carefully to see if a prepaid label is included. If not, you’ll need to arrange and pay for shipping yourself.

Refunds: How and When You Get Your Money Back

Once your return is received and inspected at the warehouse, the refund process begins. Inspection can take several business days after the package shows as delivered.

Refunds are issued to the original form of payment. If you paid with a credit card, it goes back to that card. For PayPal, it returns to your PayPal account. Store credit or gift card refunds are also an option if you prefer.

Timing is key:

Credit Card Refunds: Can take 5-10 business days to appear on your statement after processing.
PayPal Refunds: Usually appear within 3-5 business days.
Store Credit: Is often issued immediately once the return is approved.

You will recieve an email notification when your return is received and again when the refund is issued.

Exchanging an Item

Frontgate’s policy is primarily geared toward returns and refunds. For an exchange, the standard procedure is to return the original item for a refund and then place a new order for the item you want.

This is often the fastest way to get the correct or different item, as you can place the new order immediately without waiting for the return to be fully processed. If the item is out of stock, this prevents you from being stuck in a long exchange queue.

If you need assistance because the item was faulty, contacting customer service is the best route. They can sometimes expedite a replacement.

Special Rules for Furniture and Large Items

Returning furniture, grills, or other large items involves extra steps. Due to their size and the need for inspection, you must contact Frontgate customer service directly to initiate the return. Do not use the standard online return portal for these.

The process often involves a carrier pickup from your home. The item must be fully assembled for inspection by the carrier. Be prepared for potential restocking fees, which can be significant for large goods—always ask about this when you call.

Damages during return shipping are a big risk. Make sure you understand who is liable—you or the carrier—before releasing the item.

Holiday and Seasonal Return Extensions

Frontgate sometimes offers extended return windows for purchases made during the holiday season. For example, items bought in November or December may have a return deadline in January of the following year.

This is not automatic every year, so you must check the current policy on their website during the season. Look for banners or announcements on the homepage or the returns page. Always keep your holiday receipts in a safe place.

Returning a Gift from Frontgate

If you received a Frontgate item as a gift, the return process is still straightforward. You will need the gift receipt. The online return tool will ask for the order number on that receipt.

Without a gift receipt, options are limited. You can contact customer service with the details you have, but the refund will typically be issued as store credit to the original purchaser. The credit will be sent to the gift giver, not to you.

International Returns

If you are outside the United States, the return policy may differ. International customers are usually responsible for all return shipping costs, duties, and taxes. The process can be lengthy and expensive.

It is highly recommended to contact Frontgate’s international customer service before attempting to ship anything back. They can provide specific instructions and warn you about any potential fees you might incur.

What to Do If Your Return is Denied

If Frontgate denies your return, they will usually contact you with a reason. Common reasons include:

Item is not in resalable condition (used, damaged, missing parts).
Return was initiated after the 90-day window.
Item is on the final sale list.
The RMA number was not on the box, causing processing issues.

Your first step is to contact customer service politely to discuss the situation. If the item was denied due to condition and you believe it was damaged in transit back to them, your shipping insurance (if you purchased it) may be your recourse.

Tips for a Hassle-Free Return Experience

A little preparation makes all the difference. Here’s how to ensure a smooth process from start to finish.

Keep Original Packaging: For at least the first 90 days, try to keep the box and packaging for big-ticket items.
Document Everything: Take photos of the item as you pack it, especially if it’s in perfect condition. Keep your tracking number and RMA confirmation email.
Ship with Insurance: For high-value items you are paying to return, consider adding insurance and tracking with signature confirmation.
Act Quickly: Don’t wait until day 89 to start your return. Initiate it as soon as you know you don’t want the item.
Read Product Pages Carefully: Before buying, always check for “Final Sale” notes or special terms for custom items.

Contacting Frontgate Customer Service

For complex issues, phone is often best. Have your order number ready before you call to speed things up. You can find the current customer service phone number and hours on the “Contact Us” page of their website.

Email and live chat are also good options for simpler questions. Response times can vary, so for urgent matters like delivery damage, a call is recommended.

Frequently Asked Questions (FAQ)

How long does the Frontgate return process take?

After you ship your return, allow 7-10 business days for it to be received and inspected. Once approved, refunds take an additional 5-10 business days to post to your account. The whole process can take 2-3 weeks from the day you mail the box.

Does Frontgate have a return policy for outlet items?

Items purchased from the Frontgate Outlet are often final sale. You must check the product description at time of purchase, as return eligibility for outlet goods can vary and is typically more restrictive.

What is Frontgate’s return policy on bedding?

Bedding, like sheets and comforters, must be returned with all original tags attached and in unwashed, unused condition. Any signs of use will likely result in a denied return. The standard 90-day window applies unless otherwise stated.

Can I return a used item to Frontgate?

No. The Frontgate return policy explicitly requires items to be new, unused, and in resalable condition. A used item, even if only used once, will not qualify for a refund under their standard policy.

Are there any restocking fees?

For most regular returns, there is no restocking fee. However, for large specialty items like furniture or grills, a restocking fee may apply. This fee is typically disclosed when you initiate the return for such an item via customer service.

What if I lost my RMA number?

Check your email for the confirmation. If you can’t find it, contact customer service with your order number. They can look up the RMA number they issued you. Do not ship without it, as your return may be delayed or lost.

Can I return an item to a Frontgate store?

Frontgate does not have traditional retail stores. All returns must be shipped back to their warehouse. There is no physical location where you can drop off a return, which is important to remember when planning your shipment.