Policies

Returns

We stand behind what we sell. If something isn't right, here's how to make it right.

The return window

Most items are returnable within 30 days of delivery in like-new condition. “Like-new” means unused, undamaged, and in the original packaging. Before you ship anything back, contact us — we’ll confirm the return is eligible and issue a return authorization. Unauthorized returns may be refused at our discretion.

Restocking and return shipping

Frames and accessories incur a 15% restocking fee. Mattresses incur a 25% restocking fee because we cannot resell them as new once they’ve left our facility.

You are responsible for return shipping costs unless the return is due to our error (wrong item sent, manufacturing defect) or a confirmed shipping-damage claim. Return freight for a full-size futon frame typically runs $80–$180 depending on your location.

Custom and made-to-order items

Custom covers, custom stain finishes, and made-to-order Murphy bed configurations are final sale. We review each custom order with you before production begins — that confirmation is your opportunity to catch any errors. If a custom piece arrives with a manufacturing defect, contact us and we'll repair or replace it under the 15-year warranty.

Damaged on arrival

Please inspect every carton before the carrier leaves. If you see visible shipping damage — crushed corners, punctures, cracked joints visible through the box — note it on the delivery receipt while the driver is still there. Take photos immediately. Email the photos to carolinafutons@gmail.com within 48 hours. We'll file the freight claim on your behalf and get a replacement moving as quickly as possible.

If you sign the delivery receipt without noting damage, it becomes very difficult to file a carrier claim later. When in doubt, note “subject to inspection” before signing.

Common returns questions

Do I need to keep the original packaging?: Yes, for the return to be accepted. "Like-new in original packaging" means the box, inner foam, and any packing material. If you've already broken down the packaging, call us before attempting a return — we may be able to source replacement materials in some cases.
Can I return a mattress I've slept on?: No. Mattresses must be in original, unused condition — meaning the plastic wrap has not been removed. Once unsealed, a mattress cannot be returned. If you're unsure about a mattress, visit the showroom to try it before ordering.
What counts as 'shipping damage' versus normal wear?: Shipping damage is physical damage that occurred in transit — crushed corners, punctures, cracked joints from handling. You must note this on the delivery receipt while the driver is present and photograph it within 48 hours. Normal wear (scuffs from moving around your home, fabric snags) is not covered.
How long does a refund take?: Once we receive and inspect the returned item, refunds are processed within three to five business days. Depending on your payment method, it may take an additional two to ten business days to appear on your statement.
Can I exchange instead of return?: Yes, and exchanges typically work out better for you — you avoid the return shipping cost and we waive the restocking fee when you're applying the credit toward a new order. Call us and we'll walk through the options.
What if the product looks different than I expected?: Color variation, grain pattern, and knot character in solid wood are inherent to natural materials, not defects. We photograph our products accurately, but monitor colors vary. If you're concerned about a specific finish, request a finish sample before ordering — we're happy to send one.
I bought a frame that doesn't fit my space. Can I return it?: Yes, if it's within 30 days and in original condition. The 15% restocking fee applies, and you're responsible for return freight. Check our dimension specs carefully before ordering — futon frames are larger than they appear in photos, especially with a mattress on.

Start a return

Call (828) 252-9449 or email carolinafutons@gmail.com with your order number and what you'd like to return. We'll confirm eligibility, issue a return authorization, and walk you through the rest. Also see our shipping policy and 15-year warranty.

The return window

Restocking and return shipping

Frames and accessories incur a 15% restocking fee. Mattresses incur a 25% restocking fee because we cannot resell them as new once they’ve left our facility.

Custom and made-to-order items

Damaged on arrival

If you sign the delivery receipt without noting damage, it becomes very difficult to file a carrier claim later. When in doubt, note “subject to inspection” before signing.

Common returns questions

Do I need to keep the original packaging?

Yes, for the return to be accepted. "Like-new in original packaging" means the box, inner foam, and any packing material. If you've already broken down the packaging, call us before attempting a return — we may be able to source replacement materials in some cases.

Can I return a mattress I've slept on?

No. Mattresses must be in original, unused condition — meaning the plastic wrap has not been removed. Once unsealed, a mattress cannot be returned. If you're unsure about a mattress, visit the showroom to try it before ordering.

What counts as 'shipping damage' versus normal wear?

Shipping damage is physical damage that occurred in transit — crushed corners, punctures, cracked joints from handling. You must note this on the delivery receipt while the driver is present and photograph it within 48 hours. Normal wear (scuffs from moving around your home, fabric snags) is not covered.

How long does a refund take?

Once we receive and inspect the returned item, refunds are processed within three to five business days. Depending on your payment method, it may take an additional two to ten business days to appear on your statement.

Can I exchange instead of return?

Yes, and exchanges typically work out better for you — you avoid the return shipping cost and we waive the restocking fee when you're applying the credit toward a new order. Call us and we'll walk through the options.

What if the product looks different than I expected?

Color variation, grain pattern, and knot character in solid wood are inherent to natural materials, not defects. We photograph our products accurately, but monitor colors vary. If you're concerned about a specific finish, request a finish sample before ordering — we're happy to send one.

I bought a frame that doesn't fit my space. Can I return it?

Yes, if it's within 30 days and in original condition. The 15% restocking fee applies, and you're responsible for return freight. Check our dimension specs carefully before ordering — futon frames are larger than they appear in photos, especially with a mattress on.