Policies

Shipping

Name: Carolina Futons
Address: 824 Locust Street, Suite 200, Hendersonville, NC, 28792, US
Telephone: (828) 252-9449
Price range: $$

We've been shipping futons since 1991. Here's what to expect from order confirmation to delivery.

Lead times

Most in-stock frames and mattresses ship within two to four business days. Made-to-order items — custom covers, specific stain finishes, and configured Murphy beds — typically ship in two to four weeks. Your order confirmation email lists the expected ship window for each line item.

If your item is needed by a specific date, call us before ordering. We'll check current stock levels and give you a realistic estimate — not a promise we can't keep.

Carriers and transit

Smaller items (covers, hardware kits, accessories) ship via UPS Ground and are left at your door with no signature required. Frames, mattresses, and Murphy beds ship via common carrier freight — the driver will call ahead to schedule a delivery window. Transit time from Hendersonville, NC is typically two to seven business days for the continental US; the Pacific Northwest and Mountain West tend toward the longer end.

In-home delivery

Standard freight delivery is curbside or to the first accessible dry area. For an additional fee you can upgrade:

Room-of-choice— the crew brings the item inside and places it where you'd like, including up one flight of stairs.
White-glove — room-of-choice plus unboxing, assembly, and removal of all packaging. The best option for Murphy beds and platform beds.

Both options appear at checkout for eligible products and ZIP codes. If you don't see them, call us — availability depends on your location and the carrier serving your area.

Local delivery and pickup

Within 60 miles of Hendersonville, NC we offer our own in-home delivery — two-person crew, two-hour arrival window, usually available within the week. We deliver to the room of your choice and can handle stairs. Assembly is available on request.

You're also welcome to pick up at the showroom at 824 Locust Street, Suite 200. We'll have your order staged and ready, and we'll help you load. Bring a truck or trailer for frames — most futon frames don't fit in a sedan even disassembled.

Common shipping questions

Do I need to be home for freight delivery?: Yes. Freight carriers (used for frames, mattresses, and Murphy beds) require a signature and schedule a delivery window in advance. The driver will call 24–48 hours ahead. UPS Ground parcels are left at the door and don't require you to be home.
Can I choose my delivery date?: Freight carriers offer a delivery window — usually a four-hour block — on a date they propose. You can ask them to reschedule once at no charge. Same-day or next-day appointment requests typically aren't available.
What if my building has no elevator and I'm on an upper floor?: Standard freight delivery is to the first accessible dry area — often a building lobby or first-floor entryway. White-glove service is required to bring large items up stairs or through tight corridors. Select it at checkout or call us and we'll add it.
How do I track my order?: You'll get a tracking number by email once your order ships. Freight shipments are tracked through the carrier's portal. If you haven't received tracking within five business days of your order confirmation, email us and we'll check on it.
Do you ship outside the continental US?: We ship to all 48 continental states. For Hawaii, Alaska, and international destinations, call us — we can quote freight costs directly, though they are significantly higher than standard rates.
What happens if my item arrives damaged?: Note any visible damage on the delivery receipt before the carrier leaves and photograph everything. Email the photos to us at carolinafutons@gmail.com within 48 hours. We'll file the freight claim and get a replacement moving as quickly as possible.
Can I change my shipping address after ordering?: Contact us as soon as possible — address changes are possible before the item ships but not after it's in transit. For freight shipments, a reroute fee from the carrier may apply.

Still have questions?

Call us at (828) 252-9449 or email carolinafutons@gmail.com. A real person will answer. Also see our returns policy and 15-year warranty.

Once it arrives

Setup, care, and long-term keep-it-looking-new advice lives in our buying & care guides. The warranty & care guide walks through everything from fabric cleaning to oiling the wood and what to do if a hardware screw works itself loose. Worth reading the first weekend you have it.

Lead times

If your item is needed by a specific date, call us before ordering. We'll check current stock levels and give you a realistic estimate — not a promise we can't keep.

Carriers and transit

In-home delivery

Standard freight delivery is curbside or to the first accessible dry area. For an additional fee you can upgrade:

Room-of-choice— the crew brings the item inside and places it where you'd like, including up one flight of stairs.

White-glove — room-of-choice plus unboxing, assembly, and removal of all packaging. The best option for Murphy beds and platform beds.

Both options appear at checkout for eligible products and ZIP codes. If you don't see them, call us — availability depends on your location and the carrier serving your area.

Local delivery and pickup

Common shipping questions

Do I need to be home for freight delivery?

Yes. Freight carriers (used for frames, mattresses, and Murphy beds) require a signature and schedule a delivery window in advance. The driver will call 24–48 hours ahead. UPS Ground parcels are left at the door and don't require you to be home.

Can I choose my delivery date?

Freight carriers offer a delivery window — usually a four-hour block — on a date they propose. You can ask them to reschedule once at no charge. Same-day or next-day appointment requests typically aren't available.

What if my building has no elevator and I'm on an upper floor?

Standard freight delivery is to the first accessible dry area — often a building lobby or first-floor entryway. White-glove service is required to bring large items up stairs or through tight corridors. Select it at checkout or call us and we'll add it.

How do I track my order?

You'll get a tracking number by email once your order ships. Freight shipments are tracked through the carrier's portal. If you haven't received tracking within five business days of your order confirmation, email us and we'll check on it.

Do you ship outside the continental US?

We ship to all 48 continental states. For Hawaii, Alaska, and international destinations, call us — we can quote freight costs directly, though they are significantly higher than standard rates.

What happens if my item arrives damaged?

Note any visible damage on the delivery receipt before the carrier leaves and photograph everything. Email the photos to us at carolinafutons@gmail.com within 48 hours. We'll file the freight claim and get a replacement moving as quickly as possible.

Can I change my shipping address after ordering?

Contact us as soon as possible — address changes are possible before the item ships but not after it's in transit. For freight shipments, a reroute fee from the carrier may apply.