The Futon Shop Warranty Policy

Mattress / Futon Mattress Policy and Warranty

Limited Warranty 7 years

• Futons, mattresses, seams, tacking & zippers

What is not covered:

Limited warranty does not apply to shipped products that arrived and were signed for as damage or were damaged and you contacted us within 24 hours of receipt. See shipping terms and policies.

The warranty does not apply to:

• Sagging or normal body signatures of 1½" deep or less.*
• Firmness preference.
• Allergies or sensitivities.
• Stains, Burns.
• Custom orders
• Surface fabrics, quilting
• Minor imperfections and slight cosmetic flaws
• Normal Wear and Tear
• Dampness or mold
• Firmness preference or a change in comfort
• Floor models or models sold “as is.”

*Normal body signatures are not a suggestion of structural failure. Rotating your futon, mattress, topper or shikibuton regularly will minimize the appearance of body signatures. TFS Natural Home By The Futon Shop is not liable for incidental or consequential damages arising from the use of this product. We at The Futon Shop recognize that our customers expect us to support our quality products. Our warranties are a function of the products you have purchased. WE WARRANTY TO THE ORIGINAL PURCHASER THAT THE PRODUCTS YOU HAVE PURCHASED FROM THE FUTON SHOP WILL BE FREE FROM MANUFACTURER DEFECTS IN MATERIALS AND WORKMANSHIP FOR THE AMOUNT OF TIME SET FORTH BELOW. All warranties run from the date of purchase.

All warranties are Limited warranties. Limited warranties cover manufacturer defects only and do not cover normal wear and tear or damage resulting from neglect, accidental or intentional damage, institutional or commercial use, or exposure to extremes in temperature, humidity or to weather.

YOUR LIMITED WARRANTY RESPONSIBILITY - in the event of a defect occurring during the warranty period. Which we determine to be the result of defects in materials or workmanship, we will repair or replace the defective part or product at our discretion.

How to file a warranty claim:

Please email us at customerservice@thefutonshop.com, Give us a description of the defect, along with digital images (1mb maximum), along with your original invoice number, your name and contact phone number. The warranty only covers the item to be replaced and not the cost of getting the part to you.

**All pick up ups and returned deliveries will be charged at our standard delivery rates.**

If we determine at our discretion that there is a defect covered by our warranty, we will take responsibility for repair or replacement as set forth above. If we cannot repair or replace an item, we reserve the right to substitute a substantially similar part or product, or to pay to you a pro-rated portion of the purchase price of the defective product based on the length of time you have owned the products as compared to the length of the warranty period. Any such payment shall be paid in full satisfaction of all claims for breech of warranty, which you might have against TFS Natural Home By The Futon Shop.

How to make a claim under this Warranty.

To make a claim under this Warranty, send:

• 1) a brief description of the problem;
• 2) your Product with attached law label; and
• 3) proof of purchase (such as an original dated sales receipt).

Mattress Toppers / Shikifutons Warranty

Limited Warranty 7 years

• Toppers, shikifutons seams, tacking & zippers

What is not covered:

Limited warranty does not apply to shipped products that arrived and were signed for as damage or were damaged and you contacted us within 24 hours of receipt. See shipping terms and policies.

The warranty does not apply to:

• Sagging or normal body signatures of 1½" deep or less.*
• Firmness preference.
• Allergies or sensitivities.
• Stains, Burns.
• Custom orders
• Surface fabrics, quilting
• Minor imperfections and slight cosmetic flaws
• Normal Wear and Tear
• Dampness or mold
• Firmness preference or a change in comfort
• Floor models or models sold “as is.”

*Normal body signatures are not a suggestion of structural failure. Rotating your futon, mattress, topper or shikibuton regularly will minimize the appearance of body signatures. TFS Natural Home By The Futon Shop is not liable for incidental or consequential damages arising from the use of this product. We at The Futon Shop recognize that our customers expect us to support our quality products. Our warranties are a function of the products you have purchased. WE WARRANTY TO THE ORIGINAL PURCHASER THAT THE PRODUCTS YOU HAVE PURCHASED FROM THE FUTON SHOP WILL BE FREE FROM MANUFACTURER DEFECTS IN MATERIALS AND WORKMANSHIP FOR THE AMOUNT OF TIME SET FORTH BELOW. All warranties run from the date of purchase.

All warranties are Limited warranties. Limited warranties cover manufacturer defects only and do not cover normal wear and tear or damage resulting from neglect, accidental or intentional damage, institutional or commercial use, or exposure to extremes in temperature, humidity or to weather.

YOUR LIMITED WARRANTY RESPONSIBILITY in the event of a defect occurring during the warranty period. Which we determine to be the result of defects in materials or workmanship, we will repair or replace the defective part or product at our discretion.

How to file a warranty claim:

Please email us at customerservice@thefutonshop.com, Give us a description of the defect, along with digital images (1mb maximum), along with your original invoice number, your name and contact phone number. The warranty only covers the item to be replaced and not the cost of getting the part to you.

**All pick up ups and returned deliveries will be charged at our standard delivery rates.**

If we determine at our discretion that there is a defect covered by our warranty, we will take responsibility for repair or replacement as set forth above. If we cannot repair or replace an item, we reserve the right to substitute a substantially similar part or product, or to pay to you a pro-rated portion of the purchase price of the defective product based on the length of time you have owned the products as compared to the length of the warranty period. Any such payment shall be paid in full satisfaction of all claims for breech of warranty, which you might have against TFS Natural Home By The Futon Shop.

How to make a claim under this Warranty.

To make a claim under this Warranty, send:

• 1) a brief description of the problem;
• 2) your Product with attached law label; and
• 3) proof of purchase (such as an original dated sales receipt).

Futon Frames / Platform Beds Policy and Warranty

We at TFS Natural Home by Futon Shop recognize that our customers expect us to support our quality products. Our warranties are a function of the products you have purchased. WE WARRANTY TO THE ORIGINAL PURCHASER THAT THE PRODUCTS YOU HAVE PURCHASED FROM TFS NATURAL HOME BY THE FUTON SHOP WILL BE FREE FROM MANUFACTURER DEFECTS IN MATERIALS AND WORKMANSHIP FOR THE AMOUNT OF TIME SET FORTH BELOW.

All warranties run from the date of purchase.

• Wallhugger and Amish hardwood frames: Limited Warranty of 2 years
• Case goods: Limited Warranty of 1 year
• Platform beds:Limited Warranty of 1 year
• Modern Sofa Beds: Limited Warranty 6 months
• Floor models or models sold “as is.”

We at The Futon Shop recognize that our customers expect us to support our quality products. Our warranties are a function of the products you have purchased. WE WARRANTY TO THE ORIGINAL PURCHASER THAT THE PRODUCTS YOU HAVE PURCHASED FROM THE FUTON SHOP WILL BE FREE FROM MANUFACTURER DEFECTS IN MATERIALS AND WORKMANSHIP FOR THE AMOUNT OF TIME SET FORTH BELOW. All warranties run from the date of purchase.

Limited warranty does not apply to shipped products that arrived and were signed for as damage See shipping terms and policies.

All warranties are Limited warranties. Limited warranties cover manufacturer defects only and do not cover normal wear and tear or damage resulting from neglect, accidental or intentional damage, institutional or commercial use, or exposure to extremes in temperature, humidity or to weather. YOUR LIMITED WARRANTY RESPONSIBILITY in the event of a defect occurring during the warranty period. Which we determine to be the result of defects in materials or workmanship, we will repair or replace the defective part or product at our discretion.

How to file a warranty claim:

Please email us at customerservice@thefutonshop.com, Give us a description of the defect, along with digital images (1mb maximum), along with your original invoice number, your name and contact phone number. The warranty only covers the item to be replaced and not the cost of getting the part to you.

The warranty only covers the item to be replaced and not the cost of getting the part to you.

**All pick up ups and returned deliveries will be charged at our standard delivery rates.**

If we determine at our discretion that there is a defect covered by our warranty, we will take responsibility for repair or replacement as set forth above. If we cannot repair or replace an item, we reserve the right to substitute a substantially similar part or product, or to pay to you a pro-rated portion of the purchase price of the defective product based on the length of time you have owned the products as compared to the length of the warranty period. Any such payment shall be paid in full satisfaction of all claims for breech of warranty, which you might have against TFS Natural Home By The Futon Shop.

How to make a claim under this Warranty.

To make a claim under this Warranty, send:

• 1) a brief description of the problem;
• 2) your Product with attached law label; and
• 3) proof of purchase (such as an original dated sales receipt).

Organic Sofa Policy and Warranty

Thank you for considering TFS Natural Home Sofas, made from organic and natural materials for your home and family.

If you are concerned about a potential allergic reaction or sensitivity, we'd be happy to send you the ingredients so that you can check prior to placing an order. Upholstery cannot be returned due to an allergic reaction.

Before you place your order:

MEASURE: It is important to double-check the product dimensions and ensure that the piece will fit into your home. Be sure to measure twice and order once to avoid any inconvenience. Also, consider the clearance of your entryways and doors to ensure that the product can be easily brought into your space. Taking these extra precautions will help prevent any potential issues and ensure that you are happy with your purchase.

SWATCH: It is highly advisable to order swatches before finalizing your order. This is because the colors may appear differently on your monitor compared to how they look in person or under natural sunlight. Additionally, it is difficult to accurately assess the texture and feel of a fabric without physically touching it. We offer all of our fabrics for swatch ordering to ensure that our customers can make informed decisions about their purchases.

We highly recommend purchasing our protection plan with Extend. Available on all quick-ship and custom sofas.

Whether your sofa is a quick ship or custom fabric, each sofa is made to order. As such all our sofas are not returnable.

White glove delivery available upon request. White glove delivery does not include the assembly of the legs or climbing excess steps.

If you require additional assistance with measurements or swatch colors, or regarding EXTEND protection plan or white glove services, please contact us at 800-443-8866 or email customerservice@thefutonshop.com

WARRANTIES

Product Warranty: Extend Protection Plan

With the Extend Protection Plan, your sofa will be replaced or repaired by Extend in the event of damage.  So , Sit back and relax knowing your furniture is protected in case of accidental stains and damage.

• Quick Professional in-home service
• Quick Repair or Replace
• Accidental damage such as rips and tears
• Stains from food, drink and bodily fluids
• Zero deductible

If you need to file a claim, simply use the contract number that was assigned and emailed to you at https://www.extend.com/ and follow claim prompts

Basic Warranty (without Extend Protection Plan)

2 Year Warranty on Quick Ship and Custom Sofa

Internal Frame Construction:

• 2-year warranty on manufactured defects relating to wood construction, and spring framing. TFS Natural Home will provide replacement part(s) at no charge, with a lead time of 4-24 weeks.

Cushion Construction:

• 2-year warranty on cushion construction and workmanship-related failures such as threading, piping, and buttons, TFS will repair or replace internal cushions components, at our discretion. Shipping fees may apply. 
• Each sofa cushion is warrantied to be free of manufacturer defects. Please note that natural compression of up to 1 ½ inches during normal use is not considered a defect. Cushions with natural wool need to be sun dried and aired out a few times a year. Simply unzipping them and placing them in a sunny window, porch or deck will help dry out any moisture and your cushions should poof back up.
• Our warranty covers seams, zippers, and all internal components. It's important to follow the cleaning instructions for your slipcovers, as we recommend dry cleaning only for all covers. However, we do not warranty sun damage, stains, burns, or tears in or on the fabric, but Extend warranty protection plan does.

Fabric Care:

• Organic or Natural Cotton: Cold water wish, hang dry, iron inside out.
• Blended Natural fibers, Linen, Hemp, Wool: Dry clean only
• Pre washed Fabrics : Cold Water Washer and Cool Dyer safe

How to file a warranty claim:

Please email us at customerservice@thefutonshop.com

• Give us a description of the defect
• Digital images of the damage (1mb maximum)
• Original invoice number, your name and contact phone number.

We will respond within 48 hours. The warranty only covers the item to be replaced and not the cost of getting the part to you.

**All pick up ups and returned deliveries will be charged at our standard delivery rates.**

Shipping Warranty with Extend:

When you purchase at checkout with the Extend Shipping Protection Plan, your sofa will be replaced by Extend, if it is lost, damaged during transit, or stolen. So, Sit back and relax knowing your furniture is protected in case of accidental loss or damage.

• Replaces lost

• Damage

• Stolen packages

If you need to file a claim, simply use the contract number that was assigned and emailed to you at https://www.extend.com/ and follow claim prompts

Shipping Warranty without Extend

Claims must be filed within 48 hours from the delivery date. All items are carefully inspected before shipment, but damages may occur in transit. We ask that you inspect your pieces upon delivery. If your shipment requires a signature, note any damages to the packaging on the delivery receipt before signing and take a picture of the package before unboxing. If a concealed defect or damage is discovered, please take detailed images of the damages or defect to help ensure your claim can be filed.

Filing a claim: Email customerservice@thefutonshop.com please include the invoice number, picture of the damages, and copy of the signed freight bill (BOL) and your contact info, we will respond within 48 hours.

Received wrong item or size:

If your item is missing or the incorrect item was delivered please attach a copy of your invoice number and a picture of the product and boxes you received. Please do not discard the original packaging if you have intentions of returning the product.

Contact us at customerservice@thefutonshop.com we will respond within 48 hours.

We at The Futon Shop recognize that our customers expect us to support our quality products. Our warranties are a function of the products you have purchased. WE WARRANTY TO THE ORIGINAL PURCHASER THAT THE PRODUCTS YOU HAVE PURCHASED FROM THE FUTON SHOP WILL BE FREE FROM MANUFACTURER DEFECTS IN MATERIALS AND WORKMANSHIP FOR THE AMOUNT OF TIME SET FORTH BELOW. All warranties run from the date of purchase.

Limited warranty does not apply to shipped products that arrived and were signed for as damage. See shipping terms and policies.

All warranties are Limited warranties. Limited warranties cover manufacturer defects only and do not cover normal wear and tear or damage resulting from neglect, accidental or intentional damage, institutional or commercial use, or exposure to extremes in temperature, humidity or to weather.

YOUR LIMITED WARRANTY RESPONSIBILITY

In the event of a defect occurring during the warranty period, which we determine to be the result of defects in materials or workmanship, we will repair or replace the defective part or product at our discretion.

If we determine at our discretion that there is a defect covered by our warranty, we will take responsibility for repair or replacement as set forth above. If we cannot repair or replace an item, we reserve the right to substitute a substantially similar part or product, or to pay to you a prorated portion of the purchase price of the defective product based on the length of time you have owned the products as compared to the length of the warranty period. Any such payment shall be paid in full satisfaction of all claims for breach of warranty, which you might have against TFS Natural Home By The Futon Shop.

Mattress Slipcovers / Pillowcases Policy and Warranty

Limited Warranty 7 years

What is covered

• Workmanship
• Materials
• Seams
• zippers

What is not covered

• Sun damage
• Normal fabric wear
• Damage caused by misuse

Our warranties are a function of the products you have purchased. WE WARRANTY TO THE ORIGINAL PURCHASER THAT THE PRODUCTS YOU HAVE PURCHASED FROM THE FUTON SHOP WILL BE FREE FROM MANUFACTURER DEFECTS IN MATERIALS AND WORKMANSHIP FOR THE AMOUNT OF TIME SET FORTH BELOW. All warranties run from the date of purchase.

All warranties are Limited warranties. Limited warranties cover manufacturer defects only and do not cover normal wear and tear or damage resulting from neglect, accidental or intentional damage, institutional or commercial use, or exposure to extremes in temperature, humidity or to weather.

YOUR LIMITED WARRANTY RESPONSIBILITY in the event of a defect occurring during the warranty period. Which we determine to be the result of defects in materials or workmanship, we will repair or replace the defective part or product at our discretion.

How to file a warranty claim:

Please email us at customerservice@thefutonshop.com, Give us a description of the defect, along with digital images (1mb maximum), along with your original invoice number, your name and contact phone number. The warranty only covers the item to be replaced and not the cost of getting the part to you.

**All pick up ups and returned deliveries will be charged at our standard delivery rates.**

If we determine at our discretion that there is a defect covered by our warranty, we will take responsibility for repair or replacement as set forth above. If we cannot repair or replace an item, we reserve the right to substitute a substantially similar part or product, or to pay to you a pro-rated portion of the purchase price of the defective product based on the length of time you have owned the products as compared to the length of the warranty period. Any such payment shall be paid in full satisfaction of all claims for breech of warranty, which you might have against TFS Natural Home By The Futon Shop.

How to make a claim under this Warranty.

To make a claim under this Warranty, send:

• 1) a brief description of the problem;
• 2) your Product with attached law label; and
• 3) proof of purchase (such as an original dated sales receipt).