The Futon Shop Return Refund Policy

We want you to love your purchase and feel confident shopping with The Futon Shop. Because mattresses, bedding, and furniture are very different products, we've made our policy simple and organized by product type.

30-Night Sleep Trial

Not the right fit? You have options.

We want you to feel confident choosing your new mattress or futon. That's why mattresses and futons with a paid purchase price of $759 or more are eligible for our 30-Night Sleep Trial.

A new mattress needs a little time to break in, and your body may need time to adjust to a new sleep surface. We recommend sleeping on your new mattress for at least 20 nights before making your final decision.

Your Choice: Refund or Exchange

If it's still not the right fit, simply contact us within 30 days of delivery.

For mattresses and futons with a paid purchase price of $759 or more, you can choose:

A Refund

Return your eligible mattress or futon for a refund of the merchandise purchase price.

OR

One Comfort Exchange

Choose another eligible mattress that may be a better fit for you.

Start a Return or Exchange

If your mattress or futon had a paid purchase price of $759 or more and isn't right for you, you may request a return within 30 days of delivery.

Sometimes the mattress isn't wrong—you simply need a different feel.

If your eligible mattress feels too firm, too soft, or just isn't what you expected, you may choose a one-time Comfort Exchange during your 30-night trial.

To qualify, the original mattress or futon must have a paid purchase price of $759 or more.

• Contact Customer Care within 30 days of delivery.
• Your mattress must be clean, sanitary, and undamaged.
• One Comfort Exchange is available per original mattress purchase.
• You may exchange for another eligible mattress.
• If you choose a higher-priced mattress, simply pay the difference.
• Return transportation, pickup, and re-delivery costs are the customer's responsibility.
• Original shipping, delivery, setup, handling, and assembly charges are non-refundable.
• Custom sizes, special orders, clearance, floor models, and final-sale merchandise are excluded unless otherwise stated in writing.

Organic Bedding, Pillows & Bedding Sets

Eligible bedding, pillows, bedding sets, and lifestyle products may be returned within 7 days of delivery for a refund of the merchandise purchase price.

To qualify, merchandise must be:

• Unused
• Unwashed
• Clean and undamaged
• In new and resalable condition
• In its original packaging

*For health and hygiene reasons, bedding and pillows that have been used, slept on, washed, stained, soiled, or damaged are not eligible for return.

*Clearance and final-sale merchandise is not returnable.

*Original shipping and delivery charges are non-refundable.

Real-Wood Furniture & Bed Frames

Made for your home. Final sale.

Our real-wood furniture and bed frames are final sale.

Because furniture is large, costly to transport, and often specially packaged or prepared for each customer, real-wood furniture and bed frames are not eligible for returns or Comfort Exchanges.

Final-sale merchandise includes:

• Real-wood furniture
• Bed frames
• Sofas
• Tatami Mats
• Custom furniture
• Special orders
• Floor models
• Clearance merchandise
• Merchandise specifically identified as Final Sale

Unless otherwise stated in writing, these items cannot be returned.

We carefully inspect and package your order before it leaves our facility. Occasionally, however, damage can happen during shipping. If something isn't right when your order arrives, we're here to help.

Before You Accept Your Delivery

For large freight deliveries, please take a moment to inspect your shipment before signing the delivery receipt (BOL).

If you see damage or notice that something is missing:

Note it on the delivery receipt before signing.

Be as specific as possible — for example: torn cushion, damaged box, broken frame, hole in upholstery, or missing box.

Take photos.

Photos of the packaging and damaged area will help us resolve your claim more quickly.

Then sign the delivery receipt.

Noting visible damage or missing items on the receipt is important because the shipping carrier may require this information when processing a claim.

Small Package Deliveries — UPS, FedEx & USPS

Small-package deliveries may include futons, shikifutons, toppers, mattresses, covers, pillows and bedding.

Track Your Package

We'll email your tracking information when your order ships. Please keep an eye on the tracking so you know when to expect your delivery.

Missed Deliveries

If a carrier is unable to complete delivery after its allowed delivery attempts, the package may be returned to us and additional shipping charges may apply.

Package Missing or Damaged?

If tracking shows your package was delivered but you didn't receive it, or if your package arrives damaged, contact us promptly and we'll help you with the next steps.

Contact us: 888-821-1997 CustomerService@TheFutonShop.com

Large Freight Deliveries

Large shipments may include mattresses, futon frames, platform beds, case goods and sofas.

Special Care for Sofa Deliveries

We photograph our sofas before final packaging to help ensure they leave our facility in good condition.

If there is an issue with your sofa delivery: Call us promptly: 415-920-6807 premier.care@thefutonshop.com

Please include photos of the product, packaging and any visible damage so our team can review the situation and help find the appropriate solution.

We're Here to Help

Shipping problems are frustrating, and we want to make the process as easy as possible. Contact us promptly, keep the product and packaging, and we'll guide you through the next steps.

Curbside delivery requires the driver to leave the merchandise in your driveway, instead of unpacking it and bringing it into your home. There may be damage inside the box that is concealed, is not visible from the outside. You must:

Open the boxes and inspect all the merchandise prior to signing the BOL. Each box must be signed for by you. Prior to signing the BOL note any damages or missing items on the receipt. If any item appears damaged your responsibility is to: SPECIFY THE DAMAGE, OR ITEMS MISSING on the BOL receipt from the shipping company. Example of damage, torn cushion, broken deck, hole in upholstery, missing box. All sofa shipments are photographed prior to final packaging. On any issue with a sofa delivery, you should immediately call 415-920-6807. Then follow up with an email immediately to premier.care@thefutonshop.com with the details of the damage.

FAILURE TO FOLLOW THESE INSTRUCTIONS COULD INVALIDATE YOUR CLAIM

White glove delivery is an upgraded service to bring your merchandise inside your home and unpacks. and inspects the furniture. White glove delivery does not include the assembly of the legs or climbing excess steps. We recommend ordering swatches to ensure your color and fabric texture meets your expectations.

There may be damage inside the box that is concealed, is not visible from the outside. You must:

Open the boxes and inspect all the merchandise prior to signing the BOL. Each box must be signed for by you. Prior to signing the BOL note any damages or missing items on the receipt. If any item appears damaged your responsibility is to: SPECIFY THE DAMAGE, OR ITEMS MISSING on the BOL receipt from the shipping company. Example of damage, torn cushion, broken deck, hole in upholstery, missing box. All sofa shipments are photographed prior to final packaging. On any issue with a sofa delivery, you should immediately call 415-920-6807. Then follow up with an email immediately to premier.care@thefutonshop.com with the details of the damage.