Shipping, Cancellation & Returns

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 and Canada. There are limited shipping options available to Hawaii, Alaska and Territories 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.

For Alaska, we only ship small packages using USPS.

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

If you are located outside of the United States and Canada and would like to place an order, we can arrange a delivery to a US-based international freight forwarding company of your choice (NY and NJ-based companies are preferable). The freight forwarding company will arrange the international shipping to your location.

Please note that international shipping may have additional fees and longer delivery times compared to domestic shipping. For international orders, payment must be made via a bank transfer, Apple Pay, PayPal, or Affirm. No credit card payments will be accepted. Additionally, please note that product warranties and return policies are voided for international deliveries.

• 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).

The assembly requirements for the furniture we sell vary. Most of our furniture pieces come either pre-assembled or require minor assembly that can be completed within approximately 30 minutes. However, there are also some knocked-down (KD) or ready-to-assemble (RTA) items that may require more extensive assembly.

To find out the assembly requirements for a particular product, we recommend checking the product listing on our website. The product description will indicate whether the item comes pre-assembled or requires assembly, and it will provide any additional information about the assembly process.

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.

When selecting White Glove Delivery & Assembly or White Glove Platinum Service as your shipping option, our delivery team will not only bring your items to your location but also assemble and set them up for you. In addition, they will take care of removing and disposing of all packaging materials, including boxes and wrapping materials.

It's important to note that our White Glove Delivery options include up to 30 minutes of assembly time. For some ready-to-assemble items that require longer assembly, additional fees may apply.

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, make sure the items will fit through your doorways. 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.

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.

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.

Custom items are made to order. The payment is collected when the order is confirmed. Once the custom order is confirmed and sent to production, it cannot be canceled.

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.

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.