Customer Service The Futon Shop

SHIPPING & DELIVERY

SHIPPING POLICY

Please inspect your all product(s) and note any damage at time of delivery on your delivery receipt.


HOW WILL MY ORDER SHIP?

We use the fastest, safest, and most reliable carrier to ship your products to you. We have long term partnerships with some of the best residential shipping companies nationwide. Everything we sell is hand packaged and then we select the best shipping method in order to provide you fast secure delivery to your home. 
When we ship every order we notify you via the email address provided to us on your order. This email will state the freight company we shipped with and the tracking number of your products. We also send you the phone number and web site of the freight company so you can track your order. These freight companies provide you with an estimated date of arrival. The shipping companies will contact you to set up an appointment. Be sure to contact us if anything seems unusual with the progress of the shipment. We have two methods of shipment available: Small Parcel or Truck Freight.

View List of States We Ship To

Small Parcel

Whenever possible we will ship smaller, lighter items via FEDEX. FedEx provides fast and reliable shipping available for many small items we sell. It will ship directly to your home. Depending on how close you are to the distribution area of FedEx, your item should arrive between 2 and 7 business days after it leaves our warehouse. We do require a signature on all shipments.

Truck Freight - Curb Side Delivery

Many items we sell are too large or too heavy to ship using a Small Parcel carrier. Therefore, our best option is to ship it to you using a LTL common carrier. Truck freight is different than standard FedEx or US Mail in that you will be responsible for carrying the product from the curb into your house. Truck Freight also differs from Small Parcel in that, for residential deliveries, the shipping carrier to schedule a delivery appointment will contact you. Most companies offer appointment windows (usually 2-4 hours) between 8:00 am and 5:00 pm, Monday through Friday. You will work directly with the delivery company to arrange a convenient delivery time and date. 
The most important thing to remember is to inspect the package thoroughly at the time of delivery. If the box has any damage, of any kind 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 insures that if there is any damage, it will be easy to take care of the problem. 
If you are ordering a very 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 directly paying the truck freight carrier for any additional services.

WHEN WILL MY ORDER ARRIVE?

Once your order is placed it takes 3 business days to process the order, inspect the product and prepare your order for release. 
For Small Parcel shipments, delivery usually takes between 2 and 7 business days after your order is released from the warehouse. Please call us if you have any questions or concerns. 
For Truck Freight shipments, delivery usually takes between 7 and 12 days from when your order ships. For residential deliveries, you will be contacted for an appointment as soon as your order arrives at the local terminal. For commercial deliveries, no appointment will be made. If you need to make one, please contact us. 
Rush order or expedited shipping is available to most areas. Please contact our customer service department for a quote at CustomerService@TheFutonShop.com Monday through Friday.

SHIPPING CHARGES AND FREE SHIPPING?

In order to keep your cost down and our pricing simple, we either provide Free Shipping or, in some cases, we charge shipping per item. The charges, if any are indicated upon check out. If you have purchased an item that say shipping included or free shipping, no additional charges will occur, unless you have added other items to the order. Shipping charges are non-refundable. Although shipping charges are built in or free with certain accessories and packages, actual shipping charges are non-refundable. 
If you order an item not in our futon set (shipping included) section then generally any twin full or queen size futon frame or platform bed frame, futon and cover will ship to you for $190.00 anywhere in the contiguous United States. King sizes and bedroom furniture (large dressers) generally costs $240.00. Smaller items such as futon slip cover and pillows generally cost $20.00 and folding foam beds and ottomans generally cost $70.00.

Shipping Outside the contiguous 48 states

When you check out, your invoice will be transmitted to Customer Service. They will contact you within 1-2 business days to provide you with the shipping charges.

On-line ordering for Home delivery in the state of California

On-line ordering The Futon Shop home delivery and in home set-up in the state of California is $190.00 white glove service inside delivery and assembly of your products within 30 miles of any of our 11 retail stores from southern to northern California. Outside of a 30 mile radius the $190.00 charge only includes delivery.

In-store ordering for Home delivery in the state of California

This service is available by appointment Tuesday through Saturday in Northern California and 7 days a week in Southern California. In-store ordering or by phone at any of our 11 retail stores within a 30 mile radius of our store $70.00 and complete assembly or set is $40.00 per unit. You can just order delivery and do your own set up. Outside of a 30 mile radius of any of our retail store the charges range from $70 - $190.00 please call store for estimate.

FREE in store pick up

Many items are in stock at our retail stores and available for FREE pick up Monday through Sunday. Please see store locations and hours of operation. If it is not in stock at the store when you order is placed we will ship the product to that store within 7 days.

PHITEN SHIPPING POLICIES AND FAQ

What if I received a wrong item/color/size?
Please call us at 1 (888) 774-4836. 

Who do you use for shipping?
We ship by UPS.

How long will it take to receive my package?
UPS GROUND STANDARD SHIPPING: The order will be drop shipped by PhitenUSA and delivered through UPS GROUND STANDARD SHIPPING ONLY: 2-7 Business Days: The transit time begins the first full shipping day after the package leaves our Phiten facility*. No P.O. Boxes or FPO, APO, or DPO. Expedited shipping is not available. 

What are "Business Days"?
Business Days" are Monday through Friday, excluding holidays. We are unable to ship or process orders on Saturdays, Sundays or the following holidays: Phiten USA 2013 Holiday Schedule New Year's Day - 1/1/2013
MLK Jr. Day - 1/21/2013
Presidents Day - 2/18/2013
Memorial Day - 5/27/2013
Independence Day - 7/4/2013
Labor Day - 9/2/2013
Columbus Day - Columbus Day
Thanksgiving Day - 11/28/2013
Day After Thanksgiving - 11/29/2013
Christmas Eve - 12/24/2013
Christmas Day - 12/25/2013

New Year's Eve Day - 12/31/2013
*Business days are Monday - Friday excluding holidays. Orders are processed only on business days. Processing generally takes 1 to 2 business days for Standard Shipping. All orders are processed and shipped from California. **Phiten USA can no longer ship outside of the Continental US with the exception of Alaska and Hawaii. Phiten USA can no longer ship to Guam, Virgin Islands, Puerto Rico, and other US territories that are not part of the 50 States. Any order made with a shipping address in those regions will be cancelled and fully refunded. If you have any concerns regarding when you order will arrive, please contact us. 

I'm worried that my package will get stolen if it's left on the doorstep. What can I do?
Please call us to place your order, and we will be able to add the "Signature Required" option to your order for $2.50. Packages with "Signature Required" will require a resident to be present and sign upon delivery. All orders without this request may be left on the front door/porch if the resident is not available to sign for them. Phiten USA, Inc. is not liable for any loss or theft that may occur once the package is delivered. If you already placed your order and would like to add the "Signature Required" option, please call our customer service representatives as soon as possible at (888)774-4836. We are open from 9 am - 6 pm PST. Any changes made the next business day after 1:00pm PST will incur a processing fee of $10.00.

What are the general delivery times?
UPS delivers Monday - Friday during regular business hours.

Where does PHITEN USA ship to?
PHITEN USA ships to addresses within the United States, including Alaska and Hawaii. We do not ship packages to US territories (Guam, Puerto Rico, etc.), PO Boxes, and military or diplomatic (APO/FPO/DPO) addresses at this time.

What if my package was delivered to my old or incorrect address?
We will be happy to re-send your order to your correct address. However, orders that are delivered to old or incorrect addresses due to incorrect shipping information provided by the customer cannot be refunded.

I have a question about shipping that is not listed above.
Please call us at 1 (888) 774-4836 or email us at support@phitenusa.com
 
PRIVACY & SECURITY
Returns & Replacements
Policy - Returns and Cancellations

GENERAL RETURN POLICY

Exchanges only no refunds. Exchanges are not valid with SPECIAL OR CUSTOM ORDERS, CLEARANCE ITEMS, FLOOR MODELS, SINGLE, KING AND SPLIT (TWO-PIECE) COVERS ALL FUTON MATTRESS AND FOLDING FOAM BEDS. You may return any other item purchased within three (3) days of receipt. as long as it is in the original box and packaging. All returned or canceled items are subject to a 20% re-stocking fee, with remaining balance issued as in-store credit, valid for six (6) months. The customer is responsible for shipping costs. All merchandise exchanged or returned must be boxed/wrapped/packaged in its original condition or it will not be accepted. Actual shipping charges on any item or package are non-refundable.

Return Policy

Please email CustomerService@TheFutonShop.com and include your original order number, what product(s) you are returning, and your name. You may also contact us at (800) 443-8866. We will provide you with an authorization number and return instructions once the return has been approved.

All returned products must be in their original condition and packaging, no exceptions. Unfortunately, we cannot take returns of products that have been assembled or modified. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back. If you have any questions about whether a product can be returned, please call us.

Return the product using your preferred shipping method to 2150 Cesar Chavez St San Francisco, CA. 94124. Save your return tracking number, and if possible, email it to us so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit. The freight must be prepaid by you we do not accept COD returns.

Non returnable items and Custom order

Products that are not returnable: - Futon slip covers or pillows with custom ordered piping - 2 tone slip covers or special fabrics - Single and king and loveseat futon slip covers - Non standard size futon slip covers - Any custom size mattress or folding bed or foam bed - Floor models
Used or slept on futon mattresses or folding foam beds. Once a futon mattress is slept on we can not resell it as new without sterilizing the mattress, and we have no ability to sterilize a futon mattress. There is no way to ensure a mattress once sold has not been used therefore we do not take back any mattresses. If you have a problem with your mattress please see our warranty.


WHAT IF MY ORDER ARRIVES DAMAGED?

Our products are inspected and hand- packaged to withstand most damages that could occur during shipping. If an item looks damaged note it on your delivery receipt. If you are missing hardware or assembly instructions please notify us immediately at CustomerService@TheFutonShop.com or call 800-44-futon. We will make every effort to help you obtain the necessary replacements as quickly as possible. If your order is shipping by Truck Freight, or our delivery white glove delivery service, please note the important instructions below.

For Small Parcel shipments, delivery usually takes between 2 and 7 business days after your order is released from the warehouse. Please call us if you have any questions or concerns.


If Shipped via Truck Freight or White Glove

Any damages, even if the package appears only slightly damaged, must be brought to the attention of the delivery driver. The driver should do an inspection with you before you sign for the package. If there is any damage to the package (no matter how slight) have the driver note the exceptions on the delivery receipt. Additional you can write "Package Damaged" when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package under the same terms without penalty. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.

If you have already accepted the package and find that parts are missing or damaged, please contact us within 24 hours of receipt of products and we will ship you the replacement parts free of charge. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.

Our goal is to make buying online easy, safe and efficient.

If you decide you do not want parts or a replacement unit, the item can be returned under our return policy. If your item is problematic due to a manufacturer's defect, we can either replace the defective part, or if necessary, the entire unit. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every effort to resolve it.

PHITEN RETURNS & EXCHANGES

What is your return policy?
PHITEN RETURN POLICY FOR INDIVIDUAL CUSTOMERS: PHITEN will only accept returns - no exchanges. The item(s) must be returned to the address below within 30 DAYS of the order date. The item(s) must be sent with its original packaging, completed return form and packing slip. Send to: Phiten USA, Inc. Attn: Returns 980 Knox St. Torrance, CA 90502 Please note: PHITEN reserves the right to refuse any return claims. The decision will be of sole discretion of PHITEN and will be decided when the product is received by PHITEN. Only re-sellable items will be accepted. PHITEN will only accept returns. Once the item is accepted, a refund transaction will be made within 7 to 14 days of receiving the item. Return shipping shall be paid by the customer. SHIPPING DEFECTS: We disclaim any defects from shipping. Each case shall be handled by the customer. NON-REFUNDABLE ITEMS: The shipping and handling cost will not be refunded.

What if I received a wrong item/color/size?
Please call us at 1 (888) 774-4836.

What do I do if the item was damaged/broken/missing parts?
Please call us at 1 (888) 774-4836.

What if I don't get my order?
Please call us at 1 (888) 774-4836.

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Trustpilot
Great
review stars

7.6 / 10.00

Based on 651 reviews

Jennifer Sheffer: "I'm very please with my recently-purchased futon cover. The fabric is substantial and, as a bonus, completely encases both sides of my futon ... Read More"

Mar 11, 2015 review stars

Gail Whitman-Elia: "I am so thrilled to have this new futon.It is so well made and very comfortable. This company delivers what they advertise. Read More"

Feb 27, 2015 review stars

Nora Mason: "Considering the cover was purchased on line I was hoping it would be good but if it were not I would ship it back.. I love the color and the fit ... Read More"

Feb 11, 2015 review stars