Fantasy Futons FAQ & Policies

We’re so certain you’ll be pleased with your purchase that we offer a 30 Day Money-Back Guarantee on most items.

Please note: Due to Federal Bedding Laws, we cannot accept returns on mattresses, protective covers, protectors, pillows, or pillow protectors. Some futon covers (especially sizes other than full or queen) may also be marked non-returnable or custom. Refer to the individual product listing for return eligibility.

Items marked as returnable must be returned in new condition within 30 days of delivery. If eligible, we’ll issue a refund less shipping and other applicable fees once the item is resold.

Futon Cover Measuring Warning: Nearly half of all Queen futon cover returns are actually due to ordering the wrong size. Please measure your futon mattress before ordering: length, width, and thickness. Avoid disappointment, delay, and return shipping costs!

How to Initiate a Return

1. Email customerservice@futons.net for an RA (Return Authorization) number and return address (not the Fantasy Futons warehouse).
2. Provide your order number, last name, item name, and reason for return.
3. Wait 24–48 hours for your RA# and address.
4. Print and fill out the Return Authorization Form.
5. Clearly write the RA# on the outside of the package and include the form inside.
6. Returns must be shipped within 30 days of delivery (we go by tracking information).
7. Keep original packaging whenever possible — it helps protect during transit.
8. Refunds are issued minus all shipping charges and any handling/restocking fees once the item is received and inspected.

Damaged Merchandise

All orders are fully insured for retail value with the freight carrier. If your item arrives damaged, follow these steps:

1. Accept delivery of the full order.
2. Inspect the product and shipping boxes immediately.
3. Note any damage on the delivery receipt before signing.
4. Contact us within 24 hours at customerservice@futons.net.

We’ll arrange repair or replacement. Keeping the item in your home helps speed up resolution.

If you choose to return the item instead, standard return policy applies — shipping and handling fees are not refundable.

Order Cancellations

Orders can usually be canceled before they ship. If canceled early enough, we can void the transaction and minimize fees. However, banks and processors charge us non-refundable fees — even on refunds. If you cancel after business hours or after a charge has posted, a cancellation fee will apply.

Special orders and warehouse-held orders for future delivery are not cancelable. If an item has already shipped, use the return process above.