Shopping Cart
Your cart is empty.
Search
Browse Categories
Browse by Manufacturer
Mailing Lists

Order Tracking, Damaged or Defective Items, Missing Items, or Incorrect Items Received

To provide all of our customers the very best service possible, any of the below issues must be reported and handled via E-mail.  Our Sales associates at our toll free number are trained in helping our customers choose the right product, and we have other representatives that are skilled in handling the below issues.  If for some reason you can not send E-mail, then you'll need to go to a friends house, library, coffee shop, or somewhere that you can E-mail us your report.  We need to have all of the following issues documented to make sure that our customers receive the very best attention, and to be able to see where, and who failed, in case there is a problem. 


To Track an order, or Report Missing, or Incorrect Item or Items Received

Please note, 99% of all orders arrive within 7 to 14 business days.  We can only provide tracking on orders that are over 14 business days old from the date the order was placed.  Our store is closed on Sunday and Monday, so take that into consideration when figuring the age of the order prior to E-mailing for tracking or information.
 
If you've ordered several items, each item may arrive separately, since many items are shipped factory direct.  So, if one items arrives but not another, do not be alarmed.  Please allow 7 to 14 business days for all items to arrive.  If you've ordered a futon cover and 2 pillows in the same fabric, they would be shipped at the same time, and this should be reported right away.

If it's been over 14 business days from the first business day following the date of your order, and your order, or part of your order has not arrived, or if something has arrived that is the wrong finish, or wrong item, please click this link, to send us an
E-mail with the following information.  Make sure that our E-mail address, customerservice@futons.net will not be blocked by any E-mail or Spam filters, as we will not ask for our E-mail address to be accepted.

Your Order Number
Your Home Phone Number
Your Work or Cell Phone Number
Your Name
The Date the order was placed
The Date the order, or part of it arrived
The item or items that have not arrived, or are missing
The item that arrived that was wrong, and what it was supposed to be
 
If you report an item that is missing, or an incorrect item that was shipped, and we ship the item, and it ends up being the wrong item, you will be responsible for shipping the item back to us, and for shipping on the correct item.  Because of that, sending us photos are a good idea.  For example we've had customers tell us that are missing the headboard, and when we shipped the headboard, they realize that they are really missing the footboard.  Don't act hastily, or rush.  Take your time, read the instructions, and when you know what you need, send us E-mail.
 
This is another reason why we require all claims to be reported via E-mail.
 
We will respond by phone, or by E-mail in 24 to 48 business hours to provide the status of your order.  We are closed Sunday and Monday.
 

To Report Damaged items Received, Defects, or a Defective item Under Warranty

First of all, if you've received an item that has incurred shipping damage, or has a manufacturing defect, we are sorry for the inconvenience, and will do our best to send any replacement part or parts, as quickly as possible.
 
Open all boxes at the time of delivery and inspect all parts before you sign the freight bill stating that the shipment has arrived in good condition.
 
Any freight damage must be noted on the freight bill by the driver at the time of delivery in order for us to be able to provide free replacement parts and shipping of the replacement parts.

It is normal for the packaging to show some wear. However, if there is any visible damage to the boxes, make sure that you or the driver writes, PACKAGE DAMAGED on the sheet that you will be asked to sign at the time of delivery.  If you can see damage to the contents of the boxes, make sure the driver makes a note about the damage, on the slip that you will be asked to sign. If you do not have time to inspect the item, or the carrier will not allow you to inspect, write RECEIVED - NOT INSPECTED on your delivery receipt.

Do not Refuse Delivery at any time.  If there is damage to your order, it is faster to replace just the item that's damaged, and you will be able to use your frame while waiting for a replacement part.
 
You do not need to know which part is damaged, only that you see a scratch, or a dent, or a crack in wood, or a soiled part of a mattress.
 
Make the driver make a note like this.  "Damage to Wood", or "Scratch on Wood Piece", or "Soiled Fabric on Mattress", or "Damage to Box".  It can be a general statement and can be vague.
 
The only way that we can file a claim with the trucking company and provide you with free replacement parts and shipping is if there is damage noted on the freight bill.   
 
If you've received an item or items that are damaged, and just want to cancel your order, then our cancellation policy in our General FAQ'scomes into effect, even though you have a damaged item.
 
If you have received your order and an item, or items are damaged, or if an item that you've already received has broken, please click here to send us an E-mail and provide us with the following information.  Make sure that our E-mail address, customerservice@futons.netwill not be blocked by any E-mail or Spam filters, as we will not ask for our E-mail address to be accepted.
 
Your Order Number
Your Home Phone Number
Your Work or Cell Phone Number
Your Name
The Date the order was placed
The Date your order arrived
The exact item, or items that are damaged, and a detailed description of the damage of each item.
 
Please inspect all items prior to sending a damage report so that your report covers anything that needs to be replaced.  Do not throw any packaging or boxes away as the shipping company may need to inspect them, or they may need to be returned.  If you've set up the frame, or item, then disassemble it , and put everything back in the boxes it arrived in, tape the boxes closed and await further instructions.  The item must be ready for immediate pick up, if necessary. 
 
If you have minor scratches or dings, check to see if the damage will be visible from the outside of the item.  Sometimes small damage or imperfections may be on the inside or bottom of an item and it will not show.  If you have small scratches or dings, you can request a small bottle of touch up finish, or a touch up pen.
 
If you report an item that is damaged, or defective, and we ship the item, and it ends up being the wrong item, you will be responsible for shipping the item back to us, and for shipping on the other replacement item.  Because of that, sending us photos are a good idea.  For example we've had customers tell us that the headboard is damaged, and when we shipped the headboard, they realize that it's really the footboard that needed to be replaced.  Don't act hastily, or rush.  Take your time, read the instructions, and when you know what you need, send us E-mail.
 
This is another reason that we require all claims to be reported via E-mail.
 
Photos of damaged or defective parts may be required.  Please send .jpg photos less than 100k each to help us follow through with your damage or warranty claim. 
 
We will respond by phone, or by E-mail in 1 to 48 business hours to provide the status of your report.  We are closed on Sunday, and Monday.
 
Thank you,
Fantasy Futons