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Terms and Conditions

30 Day Limited Money Back Guarantee Return Policy Description

We want you to enjoy your product and we are confident you will. Should you decide to return your futon frame, we offer a 30 Day Limited Money Back Guarantee (30 Days from DATE OF PURCHASE) of futon frames ONLY that are not damaged or defective. To return your futon frame, you will need to contact us via email at shop@futonplanet.com within 30 days of receiving it and request a "return authorization."

In your email, please include your order ID, the full name(s) supplied in the billing and shipping information, and reason for your return. In addition, you must call Futon Planet direct to ensure that your email request was indeed received. Please note the time, day and person with whom you spoke. A Customer Care representative will go over the procedures for your return. Please keep in mind, your product must be returned undamaged, in its original packaging and in re-sellable condition. Items damaged due to improper use or assembly may not be returned. A 20% restocking fee will be charged to all futon frames returned within 30 days. The customer is also responsible for all shipping and handling charges that are incurred, including outbound shipping and return shipping. Upon receiving the undamaged re-sellable item, we will credit your card less restocking fees and shipping charges.

Cancellations

Cancellations can only be made if a product has NOT shipped OR been manufactured. If the product has shipped or has been manufactured then our standard return policy would apply. All cancellations must be in writing AND followed up with a phone call to our customer care department to ensure that your email was indeed received.

Damaged Products

In the event your product arrives damaged or defective, please contact us immediately and TAKE PICTURES of the packaging BEFORE YOU OPEN THE PRODUCT. If your product arrives damaged at time of delivery, YOU MUST document any visible damages on the Bill of Lading provided by the freight company. Notify Futon Planet within 48 hours after receiving your order so that a claim can be processed by us. If you do not notify Futon Planet about damages within 48 hours of receiving your order OR if you do not send digital images of the damage within 5 business days, we will NOT be responsible to ship your replacement part for free. Claims, MUST be filed promptly to insure payment of the damages by the carrier so that we can ship your part for free. We are not responsible in sending replacement parts FREE of charge if you have not sent digital images of the damage within 5 business days. PLEASE send them promptly. If your product does not appear to be damaged at time of delivery, please open all items and inspect immediately within 48 hours. Futon Planet will arrange to ship a replacement part or item at no cost to you. Please be advised, if any portion of the frame arrives damaged we will ONLY ship a replacement part FREE of charge. A full refund will NOT be issued due to damage. If you should decide to return the frame, our standard return policy as noted above will apply. In most instances, we may require proof of damages before a claim can be made. At our discretion, we may issue a return authorization for return of the damaged item. Do not discard any damaged items until your replacement part has been received and the damage has been resolved.

Non-Returnable Products

Not all products are eligible for return. Futon mattresses are ALWAYS made to order and NONE of the mattress manufacturers will take a mattress back, therefore, futon mattresses are NOT returnable, refundable or exchangeable. Please note: Futon mattresses ALWAYS have a -1" to -2" variance, both in length and width. This is an industry wide standard and due to the contents (cotton, foam, polyester, etc.), futons are not rigid and therefore, all futon frame dimensions are made to reflect the variance. All Futon Planet Brand mattresses include a layered polyester/cotton blend surrounding the core materials for both comfort and REQUIRED safety barrier. Futon covers are considered special order and in many cases are cut and sewn for each individual customer. Therefore, futon covers are not returnable. If you want to be sure that you like the fabric before ordering the futon cover, we suggest ordering a swatch sample for $3.95 to be sure that you are happy with it. Any product that is not in stock at our facility and/or products that ordered directly on behalf of the customer may not be returnable as well. Sample swatches are not returnable. Click Clack Casual Convertibles and Convert-a-Couch units are NOT returnable. Futon parts and futon hardware are not returnable. Gripper Strips, Magi-Grip, and Mattress Protectors are not returnable. Please do not return any items without our return authorization, as your return will be refused. Please contact us if you have any questions about the return-ability of the products you are ordering.

Customers' Responsibilities

Please note: Most of the time, THE COMPONENTS OF YOUR FUTON PACKAGE SHIP SEPARATELY. Frames typically ship from the manufacturer. Frames ship in 2-6 business days. Mattresses are made to order. Mattresses ship in 3-6 business days. They ship direct from the factory. Futon covers also ship from their respective manufacturer. Futon covers ship in 2-5 business days. Futon covers ordered with piping or any nonstandard sized cover (chair sizes, ottomans, etc..) ship in 10-12 business days. Please keep in mind, ship TIME is NOT the same as RECEIVING time. The transit time, meaning the time it takes from the TIME it SHIPS and the time you will RECEIVE your item(s) will be an additional 2-7 business days. This depends on where in the country you live in relation to where it is shipping from. Most QUEEN size futon packages, Strata brand frames or any over-sized futon frames ship via common carrier. These shipments deliver to the CURBSIDE ONLY, Monday-Friday, during business hours. Signature is required on these orders. These shipments are delivered on a semi-truck. Occasionally, the truck will not be able to pull directly in front of the home due to such impediments like one way roads, cul-de-sacs, low hanging power lines,HOA rules, etc. The futon package always ships in boxes; therefore, you may need to meet the driver at a safe off-loading location. If you have specific questions about the shipment and delivery of any item on our site, please do not hesitate to contact us. We are happy to answer all your questions. You can make an appointment with the freight company to receive your order once it has shipped from the factory. Please note you MUST INSPECT YOUR ORDER AT THE TIME OF DELIVERY and note ANY visible damage on the Bill of Lading. Do not refuse any portion of your shipment even if damage is visible. Please just document, take pictures, and contact a Futon Planet Customer Care Representative. Magi Grip and Gripper Strips ship US Postal. Futon replacement hardware ships US Postal. If you need your items sooner than the estimated shipping time, please select "Fast Track" as your shipping method. This will ONLY get your items out quicker. It is NOT overnight shipping. It only cuts the SHIP TIME. The transit time will always remain the same. Please plan to receive your items as they arrive. If you have any questions regarding the shipping or arrival times, please do not hesitate to call us. Futon Planet cannot be responsible for error in choosing color, style or size of your futon frame or cover. Please take any necessary measurements BEFORE you place your order. In some cases, a partial store credit or a partial refund may be considered at the sole discretion of Futon Planet. Futon Planet replacement parts sold on our site are not returnable, exchangeable, or refundable. Please contact us if you have questions about a specific item or whether it may be returned. Once a product has been shipped, it cannot be cancelled. Please make sure all shipping information is accurate, including street address and zip code. If any information in your shipping address is incorrect, including your zip code, a rerouting or reship fee charged by most freight companies will be required from the purchasing customer before delivery. Please make immediate arrangements to receive your frame once it arrives in your city. Orders held at freight terminals for an unreasonable length of time are subject to storage fees and is the sole responsibility of the purchasing customer. All shipments sent on freight carriers are delivered to the curbside only. Delivery personnel do not enter the home, garage, basement, etc. If you refuse your order, our standard return policy will be applied. Please note that the components of your futon package ship separately. Frames, mattresses, and covers are almost always shipped by each respective manufacturer. Futon frames are shipped in boxes to ensure safe arrival, therefore, assembly is required.

Customers are required to email digital images or otherwise mail printed photographs that clearly show damages and define which part is damaged. Upon request, you may need to provide additional images until we are satisfied that we understand the full extend of a damage or defect and we are able to clearly determine exactly which part is damaged. This is one reason you might want to provide at least one closeup, non-blurry, well-lit photograph of the damage and second image of the same part from further back showing the damage or defect as well. This will save time and make processing your claim easier. Be prepared, however, for us to request additional photographs which you will need to furnish to further process your claim.

Rebates and/or Additional Discounts

Any credit may be issued less any rebates and or special discounts applied. If a discount was applied to one or more items in consideration of the value of the whole order or a previous order, then Futon Planet reserves the right to determine what credit, if any, may be issued. An example of this might be that a customer ordered multiple items online or over the phone and received a special discount in consideration of the total order or perhaps from previous orders. By canceling or returning some or all items, the special discount may no longer be valid.

Regarding rebates that were previously issued, if any, any subsequent credit to be issued issued in the form of an additional discount, credit or refund, may be issued less any rebate credit received by the customer. This just means that you can't be discounted for a product you didn't keep or receive. Any example of this might be a customer who received a discount that was credited to the customer after the customer placed an order, but before the customer sought to cancel or return item(s). Should the customer cancel the order or return products they may be eligible for a credit in accordance with our terms and conditions, less any previously applied credit issued in the form of a discount or other credit.

Warranty

Futon Planet will repair or replace any product under the terms of the warranty of each product sold. Please email in writing a detailed description of any damages. In the subject line, include the order ID and the words Warranty Claim.

Proof of Damages may be requested by Futon Planet and must be supplied by the customer to move forward on any warranty claim. Futon Planet will responsible for the repair or replacement of one or all parts of any damaged product and Futon Planet reserves the sole right to determine what measures will be necessary to make repair or replacement.

Futon Planet will supply replacement or repaired part(s), but will not cover the cost of shipping or any other costs involved beyond the cost of the part(s). No guarantee will ever be made that we will be able to match the finish of the product being repaired or replaced. We will, however, seek to obtain the best match within what we believe is reasonable match whenever possible.

Terms and Conditions

Futon Planet reserves the right to modify its terms and conditions at any time and without notice.