The Futon Shop Return Refund Policy
Please inspect your all product(s) and note any damage at time of delivery on your delivery receipt.
What can not be returned or exchanged:
- Custom orders
- Clearance and Floor model Items
- Single, Twin xl, Eastern and Ca. King, 2-piece loveseat covers
- Sofa: Quick Ship and Custom
- Bed Pillows and Top of bed bedding
- Futon Mattresses, Futons, Toppers, Shikifutons: (please see our comfort guarantee on all futon, futon mattress, topper and shikifuton)
- All Natural Platform Bed Frames
- Foam Folding Beds
- Rugs
RETURN POLICY
You may return any other item purchased within three (3) days of delivery receipt. as long as it is in the original box and packaging. All returned or canceled items are subject to a 20% restocking fee, with remaining balance issued as in-store credit, valid for six (6) months. The customer is responsible for all 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.
Please email CustomerService@TheFutonShop.com and include your original order number, what product(s) you want to return, reason for return, and your name and best contact number. Once received we will contact with instructions for the return.
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, inquire here CustomerService@TheFutonShop.com. When returning your product using your preferred shipping method to 2150 Cesar Chavez St San Francisco, CA. 94124, email us your tracking number and shipper to: CustomerService@TheFutonShop.com.
It is important that you save the tracking number and that you ensure the return package in case there are any issues during transit. The freight must be prepaid by you; we do not accept COD returns.
We do assume responsibility for repairing or replacing any pieces that are defective or damaged in transit (damages must be noted at the time of delivery).
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.
In the event of a defect, or damage we reserve the right to repair or replace the item at our discretion. Please contact CustomerService@TheFutonShop.com with pictures of the damage or defect within 24 hours of delivery. We carefully package your sofa to reduce the possibility of freight damage. Unfortunately accidents happen so your furniture must be inspected prior to signing the BOL on delivery. Any damage must be noted on the BOL or else your freight insurance is void. Please check the dimension on each sofa page to ensure it will fit in your home, around stairwells and into elevators. This is a custom sofa and not returnable so please check all dimensions prior to purchase.
General merchandise BOL Signature
All merchandise must be inspected, and each box signed for by you. Prior to signing the delivery receipt 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.
FAILURE TO FOLLOW THESE INSTRUCTIONS COULD INVALIDATE YOUR CLAIM.
Our products are inspected and hand- packaged to withstand most damages that could occur during shipping.
Small Package: USPS FEDEX UPS: requires a signature
Small Parcel could include,
Twin full and queen futons, shikifutons, toppers, mattresses, covers, pillows, most bedding. (Some mattresses require flat packs or are too large for small parcel)
If your Small Parcel does not arrive
Your tracking number is emailed to you at the time of release, so please track your package. If you miss up to 3 shipment attempts the merchandise will be send back to us, additional fees may apply.
Because of Covid some drivers, even though a direct signature was required the driver sometimes signs himself and drops off the merchandise. If your package has been lost of damaged (never signed for by you) contact the freight company first to get a claim number. Then contact CustomerService@TheFutonShop.com and we will assist you in filing a claim and replacing the merchandise. You can also call 888-821-1997.
Large Parcel could include:
Flat packed futons and mattresses in twin full queen and king sizes, futon frame and platform beds, case goods, and sofas.
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.
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.