Policies

15-year warranty

We've been building futons since 1991. Our frames are backed by a 15-year warranty against manufacturing defects — the longest in the business.

What the warranty covers

The 15-year warranty covers manufacturing defects in frames under normal residential use — cracked joints, failed hardware, delaminated panels, or latch mechanisms that stop working. We'll repair the frame, send replacement parts, or in cases where neither is practical, replace the piece.

“Manufacturing defect” means something failed because of how it was built, not because of how it was used. A joint that lets go at the glue line is a defect. A frame that breaks because it was used as a step stool is not. If you're not sure which side of the line your situation falls on, send us photos — we'll tell you straight.

Mattresses and covers

Mattresses carry the manufacturer's warranty from the original maker, which varies by model — typically ten years on our premium innerspring and foam lines. If you have a mattress issue, we'll connect you directly with the manufacturer and advocate on your behalf.

Covers and accessories are warranted against manufacturing defects for one year. Fabric fading, pilling, and normal wear are not covered — these are characteristics of upholstery fabric in active use.

What the warranty does not cover

Normal wear — scuffs, scratches, surface checking in solid wood
Fabric fading or pilling on covers
Commercial or rental-property use
Damage from moving, improper assembly, or modifications we didn't make
Aesthetic variations in solid wood — grain pattern, color, and knot character are features of natural wood, not defects

Transferability

The warranty applies to the original purchaser and is not transferable. Please hold onto your order confirmation — it's the proof of purchase we need to honor a claim. We can often look up orders by name and date if you've lost the email.

Common warranty questions

Does the 15-year warranty cover all futon frames or just certain models?: The 15-year warranty covers all futon frames we sell, including bi-fold, tri-fold, loveseat, and lounger configurations, under normal residential use. Commercial and rental-property use is excluded.
My latch mechanism stopped working after a few years. Is that covered?: Yes. Latch mechanisms are covered parts. Email us with your order number and a photo of the broken latch and we'll ship a replacement part at no charge. Most latch repairs are a five-minute swap.
The wood on my frame is splitting at the joint. Is that a defect?: It depends. A joint that separates at the glue line or fastener is a manufacturing defect and is covered. Surface checking (hairline cracks along the grain of solid wood) is a normal characteristic of natural wood, especially in low-humidity environments, and is not covered. Photos help us tell the difference quickly.
I moved and the frame was damaged in the move. Is that covered?: No. The warranty covers manufacturing defects under normal residential use, not damage from moving. Futon frames are heavy and can be damaged if improperly disassembled or transported. We're happy to advise on the safest way to move a frame if you call ahead.
We sold the frame — can the new owner use the warranty?: No. The warranty applies to the original purchaser only and is not transferable. The new owner should be aware of this before purchasing second-hand.
I lost my order confirmation. Can I still file a warranty claim?: Call us with the approximate purchase date and your contact information — we can often look up the order in our records. It's easier with a confirmation number, but not always required for long-time customers.
What's the typical turnaround time on a warranty claim?: We respond to warranty emails within one business day. If replacement parts are needed, most ship within two to four business days. Complex repairs or full replacements take longer — we'll give you a timeline once we assess the situation.

Filing a claim

Email carolinafutons@gmail.com with your order number, a description of the issue, and photos if you can. We'll respond within one business day and walk you through the next step. You can also reach us by phone at (828) 252-9449. Also see our returns policy and shipping information.

What the warranty covers

Mattresses and covers

What the warranty does not cover

Normal wear — scuffs, scratches, surface checking in solid wood

Fabric fading or pilling on covers

Commercial or rental-property use

Damage from moving, improper assembly, or modifications we didn't make

Aesthetic variations in solid wood — grain pattern, color, and knot character are features of natural wood, not defects

Common warranty questions

Does the 15-year warranty cover all futon frames or just certain models?

The 15-year warranty covers all futon frames we sell, including bi-fold, tri-fold, loveseat, and lounger configurations, under normal residential use. Commercial and rental-property use is excluded.

My latch mechanism stopped working after a few years. Is that covered?

Yes. Latch mechanisms are covered parts. Email us with your order number and a photo of the broken latch and we'll ship a replacement part at no charge. Most latch repairs are a five-minute swap.

The wood on my frame is splitting at the joint. Is that a defect?

It depends. A joint that separates at the glue line or fastener is a manufacturing defect and is covered. Surface checking (hairline cracks along the grain of solid wood) is a normal characteristic of natural wood, especially in low-humidity environments, and is not covered. Photos help us tell the difference quickly.

I moved and the frame was damaged in the move. Is that covered?

No. The warranty covers manufacturing defects under normal residential use, not damage from moving. Futon frames are heavy and can be damaged if improperly disassembled or transported. We're happy to advise on the safest way to move a frame if you call ahead.

We sold the frame — can the new owner use the warranty?

No. The warranty applies to the original purchaser only and is not transferable. The new owner should be aware of this before purchasing second-hand.

I lost my order confirmation. Can I still file a warranty claim?

Call us with the approximate purchase date and your contact information — we can often look up the order in our records. It's easier with a confirmation number, but not always required for long-time customers.

What's the typical turnaround time on a warranty claim?

We respond to warranty emails within one business day. If replacement parts are needed, most ship within two to four business days. Complex repairs or full replacements take longer — we'll give you a timeline once we assess the situation.