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Fantasy Futons FAQ's & and Policies
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We are so certain you will be pleased with your purchase that we offer a 30 Day Money-back Guarantee on most items. Due to Federal Bedding Laws there are no returns on mattresses, or on protective mattress covers, protectors, pillows, or pillow protectors. There are also futon covers from some manufacturers that are not immediately returnable, and some covers in sizes other than full or queen are not immediately returnable. This will be stated on the particular item or cover. Any item that is not immediately returnable may still be returned, and if in new condition, we will issue a refund less shipping and other costs, once the cover or item is re-sold. There are links below to FAQ's and policies that apply to specific products and categories. Please read these policies as well. If you have any questions, please call sales at 1-480-529-7292 prior to ordering.
If anyone pays attention to anything we wish it would be this. Almost 50% of all Queen Sized Futon Covers are ordered wrong and need to be exchanged for Full Size. This takes time and costs us both money. Some people are so convinced that they own a queen that even if we ask them, they'd swear that they own a queen, but they don't. Please take 5 minutes to measure your mattress length, width, and thickness to avoid the time, disappointment, hassle, and expense of having this happen to you.
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To initiate a Return of a returnable item, please email us at customerservice@futons.net for a Return Authorization Number and the Address to return the item to, which is NOT the FANTASY FUTONS ADDRESS.
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Provide us with your Order number, Last Name, Name of the Item you wish to return, and the reason for the return.
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Allow 24 to 48 hours to receive a RA#, and the address to return the item to, and then click the Link below to Open and Print our RA Form. and fill it out.
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Write the RA# on the Package, and include the Return Form in the package.
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A Return Authorization Number is required for all returns.
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Returns are only accepted within 30 days of delivery.
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The 30 days starts when your order has been completely delivered and your return must be in transit to us by the 30th day.
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Does not apply to special orders and orders that are being held in our warehouse for a delayed delivery date.
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Once the merchandise is returned, we will issue a full refund minus all shipping charges to and from as well as any handling and restocking charges that we have incurred.
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Please keep all the original packaging to ease return shipping.
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DAMAGED MERCHANDISE
All items are fully insured for retail value with the Freight Carrier against damage in transit. In the rare event that you receive a damaged item the following steps must be taken:
- Accept delivery of your complete order.
- Contact us within 24 hours of delivery so that we can remedy the issue.
- Any damage to the products or to the boxes must be noted on the delivery receipt.
Having the damaged furniture in your home allows us to remedy the issue quicker and also provides you with furniture to use in the meantime. Fantasy Futons will repair to first quality or replace your damaged furniture. Any damage must be reported to us within 24 hrs of delivery.
If you choose to return an order with damage it can be returned using our 30 Day Money Back Guarantee. Shipping to and from & Handling & Restocking will not be refunded.
ORDER CANCELLATIONS
Regular orders can be cancelled before they ship, however there will be a cancellation fee due to the fact that all banks and Credit Card Processing companies charge us fees, and a percentage of each order. They do not reverse these fees when we issue a refund, in fact, they charge us more. If we can void the charge before it processes, then we are not charged as much of a fee, however we are still charged. We will do this if you place an order, and then decide to immediately cancel it, however, if this happens during Non-Business hours, then we will not be able to void the charge, and you will be required to pay the cancellation fee. If you make sure you really want to place your order, before placing it, this won't be an issue. Special orders and orders that are being held in our warehouse for a delayed delivery date can not be cancelled. After a regular order has shipped it can be returned using our 30 Day Money Back Guarantee. Please send E-mail to customerservice@futons.net to cancel your order. We will cancel the order if possible, and notify you. |
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