Shipping, Cancellation & Returns

Shipping & Delivery

Futonland ships to the United States, Territories, and Canada. Shipping options and delivery services vary based on the items ordered and the shipping address. Estimated shipping charges for your order will be calculated and displayed at checkout.

All orders are manually confirmed within 48 hours. Processing and transit times depend on the item's availability and the selected shipping method. Estimated delivery times average up to 2-3 weeks but may take up to 4 months for custom orders.

Futonland offers multiple shipping and delivery options, including Room of Choice Delivery, White Glove Delivery, and Assembly. We also provide furniture removal, moving, repair/maintenance, and other custom services in select markets.

When you place your order with Futonland, you will receive an order confirmation email. Expect us to call you to confirm your order within 48 hours. Before we start the fulfillment process and ship your order, we want to make sure that you’ve entered the correct shipping address, your billing address matches your bank records, and that the items you’ve selected will meet your needs.

Online furniture shopping can be very tricky and customers may easily overlook many important details about the product such as size, comfort, intended use, furniture operation and so much more. This could result in unnecessary customer disappointment and expenses. The order confirmation process allows both parties to feel confident in the order placed. We also prioritize customers' security and take every step to prevent any potential financial fraudulent activity. Our confirmation process also allows us to confirm the billing information to ensure that the purchase is made by and will be shipped to the intended customer.

Futonland ships to the United States (including Hawaii) and Canada. There are limited shipping options available to Alaska and Puerto Rico as well as rural and remote areas. We do not ship to P.O. boxes.

Remote areas and island addresses require a ferry service that may be subject to special rates. Please contact us for more information.

Yes. For shipments sent to Hawaii, we use a freight forwarding company. Your order will be delivered in two steps. First, it will be sent to a warehouse in California. It will then be picked up by a freight forwarding delivery company and shipped to Hawaii. The freight forwarder will contact you to schedule a delivery when they get the shipment.

Please note that there may be additional shipping fees or longer delivery times due to the forwarding process.

  • Smaller items can be shipped via small package delivery services such as FedEx Home Delivery, UPS Ground, or USPS.
  • Larger and heavier items will be sent to you by one of the furniture delivery companies. Furniture delivery companies offer various delivery options and services based on your needs.
  • You can also choose to get your items delivered curbside by a common carrier (truck freight). With truck freight delivery you will be responsible for carrying the product from the back of the truck into your house (or wherever it is going).

For smaller items, we use ground services such as FedEx and UPS. For most items that are too large/heavy for a small package, we offer multiple shipping and delivery options in the United States:

  • Curbside Delivery (delivery to the sidewalk)
  • In-Home Delivery (delivery to the first dry area)
  • Room of Choice Delivery (inside delivery including 2 flights walkup)
  • White Glove Delivery (No Assembly) (inside delivery including 2 flights walkup and unpacking)
  • White Glove Delivery & Assembly (inside delivery including 2 flights walkup, unpacking, and a 30-minute setup)

We also offer our New York Metropolitan Area (Tri-State) customers In-Store Pickup and premium services such as furniture removal, moving, and repair/maintenance.

In order to see available shipping and delivery options for your location, please add the items to the shopping cart and use the shipping calculator. For additional information feel free to contact us.

In order to get a shipping quote and see delivery options available at your location, add the items to the shopping cart and use the shipping calculator. We are working with various freight companies and common carriers to keep the shipping costs competitive while offering a number of delivery options nationwide without compromising the quality of service.

We do our best to show you accurate shipping quotes during checkout. However, in certain circumstances, we cannot provide you with final shipping costs online. These include heavy and bulky items, items requiring special shipping preparation or extra assembly, bulk orders, deliveries to remote areas, international deliveries, and orders fulfilled from multiple vendors.

We will confirm the shipping quote during the order confirmation process. Rest assured that we will offer the best possible solution for your situation.

All stock items ship out of our warehouse within a week from the time of your order confirmation. Non-stock items could take 1-2 weeks to source unless otherwise noted. Special orders may take 3-4 months based on the vendor. Transit time for ground services (FedEx/UPS) is 2 to 7 business days to most destinations in the US and 2 to 4 weeks for Home Delivery. Delays may occur due to weather conditions.

To avoid delivery day disappointments, measure the area where you plan to place your new furniture and check the dimensions of the item you want to purchase before placing the order. Also, measure any doorways (height and width) through which the furniture must pass to get to its final placement in your home. Identify any delivery obstacles — is there enough ceiling clearance? Will the furniture clear the stairway or elevator? Can the piece be maneuvered around any tight spaces?

If your building requires a Certificate of Insurance (COI) for delivery, contact your building management to get the requirements and/or a sample COI document. Please send these requirements along with a building contact where the completed COI can be submitted to [email protected].

Please also include any restrictions and requirements your building might have, such as hours of delivery, booking the elevator, separate delivery entrance, or anything else we may need to know in order to gain access to your building and deliver your new purchase in a timely manner.

Please note: we must receive the COI requirements at least 48 hours prior to your scheduled delivery time for delivery to take place.

FedEx, UPS, and USPS Shipments

Once we ship your order, we will send you an email with the tracking details. You will be able to track your shipment online. Tracking information may not be available on the same day. Please allow 24 hours for the tracking details to become available in the system. If the tracking information isn't available, check again later. We ship with “no signature required”, however, in many cases, the delivery company will still attempt to obtain a signature at the designated delivery address. If no one is available to sign, they may leave the package in a safe place without obtaining a signature or try to re-deliver it the next business day.

Furniture Delivery Company

Once we ship your order, we will send you an email with the tracking details. You will be able to track your shipment online or contact the shipping company by phone or by email. When the package arrives at the local delivery terminal, you will be contacted by phone, text, or email to schedule a delivery date. The delivery company will not leave the shipment without a recipient present. if you reschedule on the day of delivery, a redelivery fee will apply.

When receiving your shipment please inspect all packages on all sides. Check for any damage to the boxes, packaging, or items (dents, gouges, tears, etc.) and note them on the bill of lading before signing it. If you don't note the damage to the packaging or items on the bill of lading, the transportation company will not reimburse the cost of the damage, and you will be responsible for any shipping fees to get the replacement parts. In case there is damage, please do not refuse the shipment. This way it will be faster for us to ship you a replacement part. If you find any damage or defects after the delivery is completed, please report the issue to [email protected].

Freight Delivery

Truck freight (LTL) is used for items that are too heavy/large for ground services. Not commonly used by us and is mostly used for items that are not prompt to damage and are well packaged for shipping to businesses, limited access areas, or some residential addresses. The freight company will contact you to make a delivery appointment when your package arrives at the local delivery terminal. If you are ordering a large item, please keep in mind that you may need a couple of people to help unload it. Alternatively, most truck freight companies offer additional services to help you move items from the truck into your house. Once we email you the tracking information you can contact the shipper directly to inquire about additional services. You would be responsible for paying the truck freight carrier for additional services.

The most important thing to remember about truck freight is that you MUST inspect the package at the time of delivery. If the box has any damage, or there is any reason for you to be concerned about damage, please write "PRODUCT DAMAGED" clearly on the sheet they ask you to sign. This simply ensures that if there is any damage, it will be easy to take care of the problem.

If you have selected an inside delivery service, you will need to prepare your home/or apartment for delivery. In preparation for your delivery, remove pictures, accessories, etc. from the walls to prevent damage. Also, ensure that the area where you would like your furniture placed is free and clear of any items that may obstruct the passageway. Please secure your pets, furniture pieces can be large and heavy and we do not want any accidents to happen. The delivery team will place the furniture in your room of choice. Our delivery teams are not permitted to move your existing furniture, electronics, or other household belongings and cannot set up lamps, hang pictures or mirrors on walls, or make electrical connections for entertainment units.

Yes. All shipments sent to Canada are subject to import duty and taxes. Futonland does not collect these fees, they have to be paid directly to Canada Border Services Agency. You can calculate estimated duty and taxes before completing your order.

 

Defects & Damages

We recommend that you thoroughly inspect your purchase upon delivery for any defects or damages. If you find any issues, please report them to us within 24 hours of delivery so that we can resolve the issue as soon as possible. In order to help us assess the problem, we kindly request that you provide clear photographs or videos of the issue. Our team will evaluate the situation and provide a solution, which may include repairing or replacing the item. If we determine that the item is defective, we will cover all costs associated with repair or replacement, including shipping.

On rare occurrences, items could be damaged in shipment transit. You MUST inspect the product and any packaging you see at the time of delivery. If there is any damage to either the product or the package, or if there is any reason for you to be at all concerned about damage, please write "PRODUCT DAMAGED" clearly on the sheet that they ask you to sign. This simply ensures that if there is any damage, it will allow our team to initiate the claim and hold the shipping company liable for the damage.

If the item is received damaged, do not immediately refuse it. Determine the extent of the damage and note it with the delivery person and on the delivery invoice, then contact us within 24 hours of receipt of the item. We will ask you to email us photos or videos showing the damage and work with you to process the claim and resolve the issue.

No. If you refuse the item, you will be responsible for the return shipping and the shipping of any replacement items plus any cancellation fees as applicable. If you notice damage to the shipping boxes during delivery, mention it in writing on the delivery slip and contact us. If you notice the damage when the item is unpacked and assembled, contact us within 24 hours.

Please note the damages on the delivery slip, report to the delivery company, take pictures and email us at [email protected] within 24 hours.

Contact us as soon as you notice the damage. We will do our best to resolve the issue. We will file any damage claims necessary and get the replacement parts sent out to you ASAP. You are responsible for saving the damaged items either until someone comes to pick them up or inspect the damage, at our discretion.

 

Warranty

Most products sold by Futonland come with a manufacturer's warranty. The duration and extent of the warranty vary by product and manufacturer. The warranty typically covers manufacturing defects and does not extend to wear and tear from normal use, accidental damage, or misuse of the product.

For warranty service, please contact us with your order details and a description of the issue. We will coordinate with the manufacturer to resolve your claim. Depending on the manufacturer's policy, warranty service may include repair, replacement, or a pro-rated refund. Customers may be responsible for shipping costs for warranty service, depending on the manufacturer's policy.

For additional peace of mind, some products may offer the option of purchasing an extended warranty. Details of these options are available on our site.

 

Cancellation

We accept order cancellations and process them on a case-to-case basis. Orders that have not been confirmed, sent to fulfillment, and are not in transit can be canceled for free. All other cancellations will incur a 20% cancellation fee. You will be responsible for any shipping and return charges if the item is already in transit.

If you need to cancel an order, contact us to confirm the current status of your order and submit a cancellation request.

When you place an order, you will receive an email notification with your order details. It is your responsibility to verify the information and let us know about any discrepancies. We will call to confirm the order within 48 hours. Due to the nature of the items we sell, it takes a lot of effort to make any changes after that.

If you've changed your mind and your order hasn't been confirmed or sent to fulfillment yet, you can submit a cancellation request.

Once the order is confirmed and fulfillment is in the process the cancellation will be treated as a return with all applicable fees. You will be responsible for a 20% cancellation fee and any shipping and return charges if the item is already in transit. Contact us to confirm the current status of your order and submit a cancellation request.

Assembly or installation services can be rescheduled for free up to 24 hours before your scheduled appointment. Fees may apply for appointments that are canceled or rescheduled within 24 hours of the start time.

Yes, if you placed your order over 30 days ago and it is still on backorder, please contact us and submit a cancellation request. Cancellation fee will be waived.

 

Returns

Merchandise purchased at Futonland can be returned within 30 days of delivery. All returns and exchanges are subject to a 20% restocking fee and round-trip shipping charges. If you purchased a product with free shipping, the actual round-trip shipping cost will be deducted from your refund amount.

All merchandise must be in its original condition, unused, and free from damage, pet hairs, soil, or stains. Items must be returned in their original packaging or equivalent with a Return Merchandise Authorization number affixed to the outside of the package. Once Futonland receives and inspects the returned merchandise you will be refunded to the original form of payment.

If Return Merchandise Authorization is approved, we will arrange for a carrier pickup date and have the carrier contact the customer directly to schedule a pickup time. Items will not be picked up unless properly packaged by the customer including patching any holes or re-securing corners, box top and bottom.

If the customer discards the original packaging, or it was removed from the premises by the Futonland delivery agent, it will be the customer’s responsibility to source similar packing materials and re-packing the units the same way they were delivered. The customer will be financially responsible for any items damaged due to inadequate packing materials and/or packing.

Make sure to measure the space that you plan on placing the furniture in to make sure it will fit before making an order. If an item does not fit into a customer’s home and needs to be returned, the customer will be charged a 20% restocking fee as well as round-trip actual shipping fees incurred by Futonland.

Mattresses, foundations, and bedding are not returnable once removed from the original packaging. All returns and exchanges are subject to a 20% restocking fee and round-trip shipping charges.

All custom and special orders, clearance and promotional items, items sold “as-is,” and floor samples are final sales and cannot be exchanged or returned.

Floor Samples. All store floor samples are sold “as is.” Payment is required in full at the time of purchase. All store floor samples are final sale and cannot be canceled, returned, exchanged, or repaired.

Non-Refundable Fees. Shipping and handling charges are non-refundable. Return shipping and return pickup fees are the customer’s responsibility and are non-refundable.

Non-Returnable Items. All special orders, items that are made to order, custom furniture, custom futon covers, and items purchased as a final sale cannot be returned or exchanged.

As long as the order has not shipped from the manufacturer, you can cancel it with no fees. Please note, there can be a 1-2 business day shipping time when orders are preparing to ship, and we cannot cancel the order, even though we have not yet updated the order as shipped. If you need to cancel or make changes, please contact us.

Contact us to receive a Return Merchandise Authorization and instructions on how to send your return.

5 Stars

Smooth delivery and comfy futon mattress

First time buying from Futonland so wasn’t sure what to expect. The delivery experience went very smoothly, I got several calls to set up and confirm delivery times. The futon mattress itself is very comfortable, no weird smells (bought the Wool Wrap Cotton And Double Foam 8 Inch Futon Mattress by Gold Bond). It’s tough to fold the mattress as a sofa though, you need two people. Overall a great online shopping experience
James
5 Stars

I was a little bit nervous ordering

I was contacted by Futonland the next day to confirm the purchase. Shipping was quick, there was a one week delay by the shipping company but I was kept informed of the delay. Delivery was very good.
Kim
5 Stars

Excellent product and good process

Timely delivery, friendly and efficient assembly process, and most important, really superb bunk bed and mattresses. Thank you!
Michael
5 Stars

Excellent quality of the furniture

Pay extra for the assembly of the futon even though I found it to be expensive and still question the cost. The delivery was on time and the technicians did assemble the futon and dispose of the packaging. They did well to check final step of assembly for any missed steps or imperfections with the furniture.
Pat
5 Stars

Very happy with murphy bed and excellent delivery service

Our murphy bed arrived earlier than expected, in great shape and was not difficult to put together. The people who delivered it went above and beyond to help us and were very kind. We really appreciated their great service. The mattress seems comfortable and there is plenty of extra room for storing sheets and a comforter. Would definitely buy from Futonland again!
Briana
5 Stars

Very well done beginning to end

First I actually got to speak To a human. He knew the products and was able and willing to discuss my needs and wants and make recommendations. He also checked inventory to be sure the item was available rather than getting all the payment info hen sending an email saying - oops, it's backordered.
Caroline
5 Stars

Very seamless experience

The salesperson and delivery team were very professional and friendly and answered all my questions.
Mallory
5 Stars

All points of service were on point!

Everyone involved in the points of service -- from my telephone order inquiry to the delivery of my new futon mattress -- was courteous, friendly, knowledgeable and efficient.
Eric
5 Stars

Great from start to finish

The futon we purchased is beautiful! It was easy to assemble because the video instruction was well done. I’m so glad that we purchased a better mattress for this futon. It’s comfortable for sleeping and sitting. The whole experience was great from beginning to end. Thank you!
Maria
5 Stars

Delivered promptly

Men were helpful in disassembling old couch to make it manageable, and readjusting the rug.
Hillel
5 Stars

Futonland to the rescue

My husband and I are so pleased by the integrity of Futonland. We had problems with the delivery company, and the people at Futonland, Patrick, Irena and Eddie, advocated for us.
Mr and Mrs Gallagher
5 Stars

Fantastic!

We are very happy with our purchase, easy to assemble, comfortable and convenient, highly recommend!
Sara