Wayfair Customer Service: Orders, Returns and Delivery

Wayfair customer service assists shoppers with order tracking, delayed deliveries, damaged furniture, missing parts, incorrect items, returns, refunds, order cancellation, assembly services, large-appliance delivery, Wayfair Rewards, credit-card accounts, unauthorized charges, and customer complaints.

The fastest support method is usually to sign in, open My Orders, select the affected item, and choose the available return, replacement, cancellation, delivery, or problem-reporting option. This connects the request directly to the correct order and product.

Wayfair Customer Service Help by Issue

• Track an order: Open My Orders and select the item to view its latest delivery estimate and tracking information.
• Order never arrived: Check the carrier tracking and delivery location, then report the missing package through My Orders.
• Damaged furniture: Photograph the damage, packaging, shipping label, and product before assembling or discarding anything.
• Missing furniture parts: Open the order and request the specific replacement part using the item’s assembly instructions and part numbers.
• Wrong item received: Report it through My Orders and retain the original packaging when possible.
• Cancel an order: Request cancellation immediately. Cancellation is not guaranteed after the item enters processing or ships.
• Return an item: Start the return through My Orders within the applicable return period.
• Delayed refund: Review the return tracking, refund status, amount, and payment method.
• Large-appliance problem: Inspect the appliance at delivery and report damage, defects, or an incorrect item immediately.
• Assembly-service complaint: Separate problems with the assembly appointment from problems involving the actual product.
• Wayfair credit card: Contact Citibank’s Wayfair Credit Services department rather than ordinary order support.
• Unauthorized Wayfair charge: Review all accounts and orders, secure the account, and contact the payment provider when fraud is suspected.

How to Contact Wayfair Customer Service

• Wayfair order and customer support: 1-844-263-4868
• Alternate Wayfair customer-service number: 1-866-263-8325
• Customer-service hours: Generally daily from 8 a.m. until approximately midnight Eastern Time
• Wayfair Help and Contact: Wayfair customer support
• Wayfair contact page: Contact Wayfair by phone or chat
• Customer-service email: service@wayfair.com
• Order tracking and management: Sign in and open My Orders
• Return policy: Wayfair return information
• Wayfair Credit Services: 1-800-365-2714
• Wayfair Rewards support: 1-844-929-7937
• Wayfair corporate office: 1-617-532-6100
• Official website: Wayfair.com

Wayfair corporate headquarters:
Wayfair Inc.
4 Copley Place
Boston, MA 02116

The corporate-office number is not the best starting point for orders, delivery appointments, returns, missing parts, or refunds. Ordinary customer concerns should begin with Wayfair customer service or the options connected to the affected order.

Why Are Two Wayfair Customer-Service Numbers Listed?

Wayfair currently displays 1-844-263-4868 on its order, financing, and credit-card information pages as the number for order questions.

The number 1-866-263-8325 continues to appear in Wayfair customer-contact and legal materials and was historically the company’s main public customer-service number.

Either number may route to Wayfair, but customers should begin with the current order-support number at 1-844-263-4868.

How to Track a Wayfair Order

Sign in to the Wayfair account and open My Orders.

The order page may show:

• Whether the order is being prepared
• The estimated delivery date
• The carrier
• The tracking number
• Whether multiple boxes are being shipped
• Whether delivery requires an appointment
• Whether the order can still be canceled or changed

Large furniture orders may ship in several boxes or arrive on different days. Compare the number of packages shown in the order details with the packages actually delivered before reporting missing pieces.

Wayfair Tracking Has Not Updated

Carrier tracking may temporarily stop updating while a shipment moves between facilities.

Contact Wayfair when:

• The estimated delivery date has passed.
• Tracking has not changed for several days.
• The carrier says it never received the package.
• The package appears to be moving in the wrong direction.
• A delivery appointment was missed.
• The order was returned to the sender without explanation.

Save screenshots of the tracking history and any carrier messages.

Wayfair Order Marked Delivered but Not Received

Before reporting a missing delivery:

1. Check the front door, garage, side entrance, porch, mailroom, lobby, and other protected locations.
2. Review any delivery photograph.
3. Confirm the shipping address.
4. Ask household members, neighbors, building staff, or a receptionist whether they accepted it.
5. Check whether another box or shipment is still in transit.
6. Wait through the period recommended by Wayfair when the carrier may have marked the item delivered early.

If the item remains missing:

1. Open My Orders.
2. Select the missing item.
3. Choose the option indicating that it never arrived.
4. Request a replacement or refund when available.
5. Save the case or confirmation number.

For expensive furniture or appliances, also retain any security-camera footage and carrier communications.

Wayfair Delayed or Missed Furniture Deliveries

Large furniture and appliances may require an appointment with a freight or final-mile delivery company.

Before the scheduled delivery:

• Confirm the date and arrival window.
• Verify the telephone number on the order.
• Make sure an adult is available.
• Measure doors, hallways, elevators, and stairs.
• Review whether the service includes room placement, unpacking, or assembly.
• Check for parking, gate, elevator, or building restrictions.

If the delivery company misses the appointment:

• Record the scheduled window.
• Save calls, texts, and emails.
• Contact the delivery company when its number is provided.
• Contact Wayfair if the carrier cannot reschedule promptly.
• Ask whether any delivery or service charge will be refunded.

Delivery Access Fees

Wayfair may not be responsible for additional charges imposed by a building, association, municipality, elevator service, or other third party.

Confirm any:

• Elevator reservation fees
• Certificate-of-insurance requirements
• Parking permits
• Storage fees
• Street-access restrictions
• Redelivery charges

before arranging a large-item delivery.

Damaged or Defective Wayfair Furniture

Inspect furniture as soon as it arrives and before assembly when possible.

Photograph:

• The damaged area
• The complete product
• The shipping box
• The product label
• The shipping label
• Any crushed, torn, wet, or punctured packaging
• Any incorrect color, finish, size, or model

Open My Orders and select the option for a damaged or defective item.

Possible resolutions may include:

• Replacement parts
• A complete replacement
• A refund
• A partial credit if the customer agrees to keep the item
• Return pickup
• Manufacturer warranty assistance

Do not discard the item or packaging until Wayfair confirms that it is unnecessary.

Do Not Assemble a Clearly Damaged Item

Assembly can make a return more difficult and may create additional damage.

Stop assembly when:

• A major structural piece is cracked.
• The item is the wrong model or color.
• Key hardware is missing.
• Holes do not align.
• The frame appears bent.
• The product cannot be safely used.

Photograph the problem and contact Wayfair before making modifications or hiring someone to repair the product.

Missing Wayfair Furniture Parts

Many Wayfair products are shipped directly by manufacturers or suppliers, and replacement parts may be sent separately.

Before requesting a part:

1. Open every package.
2. Check inside drawers, cushions, fabric compartments, and protective panels.
3. Review the assembly manual.
4. Identify the part number and quantity.
5. Photograph the product label and assembly diagram.

Then open My Orders and select the missing-parts option.

Include:

• The order number
• The product name
• The missing part number
• The number of pieces needed
• Photographs
• Whether assembly can continue safely

If a replacement part is repeatedly delayed, ask Wayfair whether a full replacement or return is available.

Wrong Wayfair Item Received

Do not assemble or use an item that is clearly different from what was ordered.

Compare:

• The product name
• Manufacturer and model
• Color and finish
• Dimensions
• Quantity
• Product and shipping labels

Report the incorrect item through My Orders.

Wayfair states that the item may be returned in the original packaging or a similar suitable box if the original packaging was damaged or discarded.

Do not pay ordinary return shipping for a seller or warehouse mistake without first reporting the item as incorrect.

How to Cancel a Wayfair Order

Request cancellation as soon as possible:

1. Sign in to Wayfair.
2. Open My Orders.
3. Select the order.
4. Choose Cancel Items when available.
5. Select the items and cancellation reason.
6. Submit the request.
7. Watch for the cancellation confirmation.

A cancellation request is not guaranteed after an item has entered processing or shipped.

If the cancellation cannot be completed, the customer may need to receive the item and begin a return.

Wayfair Shipped an Item After Cancellation

If Wayfair confirmed cancellation but the item still arrived:

• Save the cancellation confirmation.
• Do not assemble or use the item.
• Photograph the package and shipping label.
• Contact Wayfair through the order.
• Request a prepaid return or pickup.
• Confirm that no return-shipping fee will be charged for Wayfair’s error.

One existing CSN review describes a canceled curio cabinet that was later delivered. Keeping the written cancellation confirmation is important in this type of dispute.

Wayfair Return Policy

Wayfair generally accepts returns for most eligible items within 30 days of delivery.

Items normally must be:

• In their original, undamaged condition
• Disassembled when applicable
• Returned with required parts and accessories
• Protected by the original packaging or suitable replacement packaging

Return eligibility and costs can vary by product.

How to Start a Wayfair Return

1. Sign in to Wayfair.
2. Open My Orders.
3. Select the item.
4. Choose Return or Replace Items.
5. Select the return reason.
6. Choose the available refund and return methods.
7. Review any return-shipping deduction.
8. Save the label, pickup details, and confirmation.

Return shipping may be deducted from the refund when the return is based on preference, size, color, comfort, or another reason not caused by damage, defect, or an incorrect shipment.

Report damaged, defective, incomplete, or incorrect products through the problem-resolution option instead of selecting a standard buyer-remorse return.

Items With Different Return Rules

Special rules or shorter deadlines may apply to:

• Large appliances
• Mattresses
• Clearance products
• Open-box products
• Personalized or custom products
• Gift cards
• Live plants
• Items sold as final sale
• Products installed or assembled

Review the return information shown on the product page and in My Orders.

Wayfair Large-Appliance Returns

Large appliances may generally be returned within 48 hours of delivery when they:

• Have not been installed
• Remain in their original packaging
• Are otherwise eligible under the applicable policy

Inspect the appliance before signing the delivery paperwork.

Check:

• The model number
• The color and finish
• Dents and scratches
• Broken glass or controls
• Missing shelves, hoses, cords, or accessories
• Damage to the carton

Do not install a clearly damaged or incorrect appliance before contacting Wayfair.

Damage Discovered After the Delivery Team Leaves

Photograph the appliance and packaging immediately. Report the issue through My Orders and provide:

• The delivery date and time
• The appliance model and serial number
• Photographs of the damage
• Photographs of the packaging
• Whether installation occurred
• The requested replacement or refund

Because the large-appliance return period is short, contact Wayfair without delay.

Wayfair Mattress Returns

Wayfair advertises a 100-night trial on eligible mattresses, but product-specific terms and exclusions can apply.

Before disposing of or returning a mattress:

• Open the order details.
• Review the trial terms.
• Confirm whether a mattress protector was required.
• Check whether the mattress is damaged, defective, or simply uncomfortable.
• Contact Wayfair for the approved return or disposal process.

Foundations, adjustable bases, mattress toppers, and other bedding products may follow different return rules.

Wayfair Refund Problems

Refund timing depends on:

• The return method
• Whether the item has been received or picked up
• The original payment method
• Whether store credit was selected
• Whether return shipping was deducted
• The bank or card issuer’s processing time

Check My Orders for the return and refund status.

Ask Wayfair to confirm:

• The date the return was received
• The refund amount
• Any shipping or service deduction
• The payment method receiving the credit
• The date Wayfair processed the refund
• The refund confirmation number

Keep the carrier receipt or pickup confirmation until the refund appears.

Refund Is Less Than Expected

Possible reasons include:

• Return-shipping costs
• Original delivery or assembly charges
• Only part of a multi-item order being returned
• Reward Dollars being reversed
• A promotional discount being recalculated
• A refund being split among several payment methods

Request an itemized explanation of the refund when the amount is unclear.

Wayfair Assembly and Installation Complaints

Assembly or installation may be offered through Wayfair or a third-party service provider such as Angi.

Problems may involve:

• The professional not arriving
• A late or canceled appointment
• Incomplete assembly
• Damage caused during assembly
• Missing hardware or defective product parts
• Assembly charges after an order was canceled

Separate the two possible issues:

• Product issue: Missing parts, defective furniture, wrong hardware, or shipment damage should be reported to Wayfair.
• Service issue: Appointment, workmanship, lateness, or property-damage concerns should be reported through the assembly-service order.

Take photographs before and after service and retain the appointment confirmation.

Do not allow a service professional to modify, drill, cut, or force a defective item without documenting the problem and receiving approval.

Wayfair Credit Card Customer Service

Wayfair’s current credit-card program is issued by Citibank.

• Wayfair Credit Services: 1-800-365-2714
• Application-status questions: 1-833-808-0180
• Online account management: Manage a Wayfair credit-card account

Credit Services can help with:

• Payments
• Statements
• Lost or stolen cards
• Billing disputes
• Promotional financing
• Account information
• Credit-limit requests

Ordinary Wayfair customer service cannot approve a credit-card application or make every credit-account adjustment.

Old Comenity Wayfair Credit Cards

The previous Wayfair credit-card program issued by Comenity Bank has ended and cannot be used for new purchases.

For a remaining legacy Comenity account, call:

1-844-271-2567

Use Citibank’s number for the current Wayfair Credit Card and Wayfair Mastercard.

Wayfair Financing Through Affirm, Klarna or Afterpay

Wayfair also offers qualifying customers installment-payment options through third-party providers.

Questions involving:

• Approval decisions
• Payment schedules
• Interest or fees
• Late payments
• Refund application
• Account access

may need to be addressed directly with Affirm, Klarna, or Afterpay.

Wayfair can explain the merchandise order and refund status, while the financing provider controls the separate payment account.

Wayfair Rewards Help

Wayfair Rewards is a paid membership program that can provide rewards and other eligible benefits across participating Wayfair brands.

For rewards support, call:

1-844-929-7937

Customers may need help with:

• Missing Reward Dollars
• Membership charges
• Cancellation
• Rewards reversed after a return
• Eligible and excluded purchases
• Rewards expiration or account access

Save screenshots of the advertised reward, order total, and account balance.

Returns, cancellations, and refunds can cause previously earned rewards to be deducted.

Unauthorized Wayfair Orders and Charges

Before reporting fraud, check whether the charge relates to:

• A recent Wayfair order
• A delayed shipment that was billed later
• A Wayfair Rewards membership
• A family member using the account
• A second Wayfair account
• AllModern, Birch Lane, Joss & Main, or Perigold
• A Wayfair credit-card payment
• A temporary card authorization

If the charge remains unfamiliar:

1. Change the Wayfair password.
2. Change the password for the connected email account.
3. Review My Orders and saved addresses.
4. Remove unfamiliar payment methods.
5. Contact Wayfair customer service.
6. Contact the bank, card issuer, or financing provider.

Do not provide verification codes or remote access to someone who contacted you unexpectedly.

Wayfair Customer Reviews and Complaints

CustomerServiceNumbers.com currently shows Wayfair with a rating of 2.0 out of 5 stars based on five reviews.

All five published reviews were submitted in 2018, so the rating is a small and dated sample rather than a current measure of overall Wayfair customer satisfaction.

The CSN reviews describe:

• Missing furniture parts: A customer reported that a reclining chair arrived without an important center panel and that promised replacement assistance was repeatedly delayed.
• Wrong product being shipped: One reviewer said Wayfair was sending a rug different from the one ordered.
• Canceled item still delivered: A customer reported that a previously canceled curio cabinet arrived after a replacement had already been purchased.
• Website problems: A reviewer said the ordering screen would not scroll properly.
• Mailing-list removal: One review requested removal of mail addressed to a deceased person.

These are individual customer experiences and do not establish that every shopper will experience the same result.

What to Include in Your Wayfair Review

A helpful review should explain:

• The type of product ordered
• Whether the problem involved delivery, damage, missing parts, cancellation, return, refund, assembly, or financing
• The order and delivery dates
• Which support option was used
• Whether photographs or documents were submitted
• What replacement, refund, or credit was offered
• How long the process took
• Whether the problem was ultimately resolved

Do not include complete order numbers, card numbers, private addresses, passwords, financing information, or other sensitive personal details.

How to Escalate a Wayfair Complaint

1. Open the affected order. Connect the complaint to the correct item through My Orders.
2. Select the correct issue. Returns, missing parts, damage, delivery, and assembly complaints use different processes.
3. Gather evidence. Save photographs, tracking, packaging labels, assembly instructions, receipts, and chat transcripts.
4. State the requested resolution. Ask clearly for replacement parts, a new item, pickup, refund, delivery correction, or service reimbursement.
5. Request a case number. Record the date, representative, and promised action.
6. Ask for a supervisor. Explain which promises or deadlines were missed.
7. Follow up through the same order and case. Avoid creating several conflicting requests.
8. Contact the financial provider when necessary. Credit-card and installment-account disputes may require Citibank, Affirm, Klarna, or Afterpay.

Information to Include in a Wayfair Complaint

Include:

• A partially masked order number
• The product name and model
• The order and delivery dates
• A concise timeline
• The carrier or assembly provider
• Photographs and tracking information
• Previous case numbers
• The specific resolution requested

Wayfair Customer Service Frequently Asked Questions

What is Wayfair’s customer-service phone number?

Call 1-844-263-4868 for current order and customer support. Wayfair also publishes 1-866-263-8325 in some customer-contact materials.

What hours is Wayfair customer service open?

Wayfair’s current website generally displays customer-service availability daily from 8 a.m. until approximately midnight Eastern Time. Hours may vary on holidays.

Does Wayfair offer live chat?

Yes. Open Wayfair’s Help and Contact page, sign in, and use the virtual assistant or available chat option.

How do I track a Wayfair order?

Sign in, open My Orders, and select the item to view its estimated delivery date, carrier, and tracking details.

How do I report a missing Wayfair package?

Check the delivery location, photograph, household members, carrier tracking, and separate shipments. Then select the missing-item option through My Orders.

How do I report damaged Wayfair furniture?

Photograph the product, packaging, and shipping label before assembly. Open My Orders and select the damaged or defective item option.

How do I order missing replacement parts?

Identify the part number in the assembly manual and request the part through the affected order.

Can I cancel a Wayfair order?

You can request cancellation before shipment through My Orders. Cancellation is not guaranteed once the order enters processing.

How long do I have to return a Wayfair item?

Most eligible items can be returned within 30 days of delivery. Different rules apply to appliances, mattresses, clearance items, custom products, and other special categories.

Does Wayfair charge return shipping?

Wayfair may deduct return-shipping costs when the return is based on customer preference. Damage, defects, missing parts, or incorrect shipments should be reported as order problems.

How long do I have to return a large appliance?

Eligible large appliances generally must be reported and returned within 48 hours of delivery while uninstalled and in their original packaging.

What is the Wayfair credit-card phone number?

Call Citibank Wayfair Credit Services at 1-800-365-2714.

Where is Wayfair headquartered?

Wayfair Inc. lists its principal executive offices at 4 Copley Place, Boston, MA 02116.

What is Wayfair’s corporate phone number?

Wayfair’s corporate telephone number is 1-617-532-6100. Ordinary order complaints should begin with customer service.

How Wayfair Compares With Other Home Retailers

• Amazon customer service: Offers home products through Amazon and third-party Marketplace sellers, along with Prime delivery and membership services.
• Overstock customer service: Offers furniture, home décor, rugs, bedding, and other online retail products.
• Target customer service: Provides home furnishings online and through physical stores, with pickup and return options.
• IKEA customer service: Sells ready-to-assemble furniture online and through stores and warehouses.

When comparing retailers, consider delivery fees, return-shipping costs, assembly requirements, replacement-part availability, physical store access, financing, and large-item pickup procedures.

Related Wayfair and Consumer Help Pages

• Amazon customer service
• Overstock customer service
• Target customer service
• IKEA customer service
• Identify an unfamiliar Wayfair, furniture, or retail charge
• Check a suspicious Wayfair call, email, order, or delivery message
• Find official chat and online customer-support options
• Read and share retailer reviews

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share their experiences since 2004.

We are an independent consumer-help website and are not owned or operated by Wayfair Inc., Citibank, Comenity Bank, Angi, Affirm, Klarna, Afterpay, or any Wayfair supplier or delivery company.

Our goal is to provide more than a telephone number by helping consumers identify the correct support channel, document delivery and product problems, understand return requirements, and report whether the company resolved the complaint.

Share Your Wayfair Customer Service Experience

Have you contacted Wayfair about a delayed order, missing package, damaged furniture, wrong product, missing parts, canceled order, return, refund, appliance, assembly service, Rewards membership, or credit-card problem?

Leave a review below and explain what happened, which support option you used, whether you received a case number, what replacement or refund was offered, how long the process took, and whether Wayfair ultimately resolved the issue.

Do not include passwords, complete order or payment numbers, financing information, private addresses, verification codes, or other sensitive personal information.

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with Wayfair Inc., AllModern, Birch Lane, Joss & Main, Perigold, Citibank, Comenity Bank, Angi, or any related company. Wayfair does not provide customer support through this website.

Contact information and support links are provided to help consumers reach the responsible organization directly. Reviews and complaints reflect the experiences and opinions of individual contributors.