Shipping and Delivery, Cancellation, Returns, Defects and Damages, and Warranty Policies

Last updated November 20, 2023

1. SHIPPING AND DELIVERY
2. CANCELLATION
3. RETURNS
4. DEFECTS AND DAMAGES
5. WARRANTY

1. SHIPPING AND DELIVERY

1. Eligibility and Destinations: Futonland ships to locations within the United States, its Territories, and Canada. This includes Hawaii but has limited options for Alaska, Puerto Rico, and remote areas.

2. Shipping Options: A variety of shipping and delivery options are available, including Room of Choice Delivery, White Glove Delivery, and Assembly services. Options vary based on item type and destination.

3. Shipping Charges: Calculated and displayed at checkout.

4. Order Confirmation: Orders are confirmed manually within 48 hours.

5. Delivery Times: Standard delivery averages 2-3 weeks, extending up to 4 months for custom orders.

6. Special Delivery Conditions: Additional services such as furniture removal, moving, and repair are available in select markets.

7. Address Verification: Customers must provide a correct shipping address and ensure it matches billing information.

8. Remote Area Delivery: Special rates may apply for deliveries requiring ferry services.

9. Carrier Options: Smaller items are shipped via FedEx Home Delivery, UPS Ground, or USPS. Larger items are delivered by furniture delivery companies or truck freight.

10. Delivery Services Variants: Include curbside delivery, in-home delivery, white glove delivery, and additional assembly services in select areas.

11. Tracking and Delivery Scheduling: Customers receive tracking details via email and can track their shipments online. The delivery company contacts customers to schedule delivery dates and time frames.

12. Damage Inspection: Customers must inspect packages upon delivery and note any damages before signing the delivery slip.

2. CANCELLATION

1. Cancellation Request: Customers can request cancellation on a case-by-case basis.

2. Cancellation Fees: Orders not yet in transit can be canceled without charge. All other cancellations incur a 20% fee plus shipping and return charges if applicable.

3. Change in Order: Changes to orders are subject to verification and may be limited once the fulfillment process begins.

4. Service Cancellation: Assembly or installation services can be rescheduled or canceled with potential fees for short-notice changes.

5. Backorder Cancellation: Orders on backorder for over 30 days can be canceled without fees.

3. RETURNS

1. 30-Day Return Policy: We stand by our products but also understand that sometimes they might not be what you expected. You can return your purchase within 30 days of delivery.

2. Restocking and Shipping Fees: A 20% restocking fee applies to all returns, along with round-trip shipping charges.

3. Condition of Returned Merchandise: Items must be in original condition and packaging. Damages or modifications may incur additional charges.

4. Non-returnable Items: Mattresses, custom orders, clearance items, and floor samples are non-returnable.

5. Return Authorization: Customers must contact Futonland for a Return Merchandise Authorization before returning any items.

6. Packaging for Returns: Customers are responsible for adequately packaging returns to prevent damage.

7. Size Verification: Customers should verify item dimensions for fit before ordering to avoid return shipping costs.

8. Property Damage During Delivery: Any damages caused during delivery must be reported immediately for claims processing.

4. DEFECTS AND DAMAGES

1. Immediate Inspection: We encourage customers to inspect their purchase as soon as it arrives for any defects or damages.

2. Reporting Timeline: In the event of discovering a defect or damage, please report it to us within 24 hours of delivery for prompt resolution.

3. Photographic Evidence: To assist in evaluating the defect or damage, we request that customers provide clear photographs or videos of the issue.

4. Assessment and Resolution: Upon receiving your report and evidence, our team will assess the situation and provide solutions, which may include repair and replacement.

5. Handling of Defective Items: If an item is deemed defective, we will handle all costs associated with repair or replacement, including shipping.

5. WARRANTY

1. Warranty Coverage: Most products sold by Futonland come with a manufacturer's warranty. The duration and extent of the warranty vary by product and manufacturer.

2. Warranty Claims: 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.

3. Limitations of Warranty: The warranty typically covers manufacturing defects and does not extend to wear and tear from normal use, accidental damage, or misuse of the product.

4. Warranty Service Process: Depending on the manufacturer's policy, warranty service may include repair, replacement, or a pro-rated refund.

5. Customer Responsibility: Customers may be responsible for shipping costs for warranty service, depending on the manufacturer's policy.

6. Extended Warranties: 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.