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Home Frequently Asked Questions
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Q: Who are you guys?
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A: Futons Now! is a high end retailer of Contemporary furniture and have specialized in Futon products almost 10 years. We are a high volume dealer and buy in large quantities for the lowest costs.. We've seen it all... and choose to sell only the best.
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Q: I received 2 out of 4 boxes in my shipment today. Are the other boxes lost?
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A: No. Most often with multiple package shipments some of the boxes will arrive the first day and the rest of the boxes will show up over the next couple of days. This is very common and isn't something to be concerned about.
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Q: How are the products shipped and how long to receive them?
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A: We use regular UPS for most products. August Lotz futon frames and innerspring mattresses are shipped via truck lines and you'll receive them in 7-10 working days. Special order covers are shipped direct from the manufacture and can take up to 21 working days. Platform beds ship UPS direct from the manufacturer, usually in 7-10 working days.
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Q: What if I have freight damage?
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A: Our shipping cartons are specially designed for the rigors of UPS/FedEx and truckline shipping. That means the chance of damage is minimal and product damage is rare. However, please inspect your product upon delivery by examining your boxes for signs of accidental mishandling in shipping (rips or tears in the boxes or corners that appear dented in or creases or dents in the box where something may have been stacked on top of your box). If you discover any of these issues with your shipment, immediately open up the box and inspect your product. If you see damage you "must" note on the freight bill the driver has you sign "Box Damaged" including a description of what the box is and note anything that is an issue to you concerning your product. If you see visible damage, refuse that item and note on the drivers receipt "Refused Box Due To Damage" noting/describing which box it was (such as futon arm box, futon rails box, futon slats box, ect.). Then please contact us so that we can help with getting a replacement for you should one be needed. In the unfortunate situation where product may have been damaged in transit, doing these things will allow us to assist you.
If you sign the drivers receipt without noting "damage" or if you do not refuse that damaged item then you are telling the trucking company that you accept your shipment as being 100% ok and the furniture is now yours. Any damage you find now is your responsibility and so are any replacement costs. Please keep this in mind when accepting your shipment and be sure to look over every box and open up any box that shows signs of mishandling for immediate inspection. Most orders are delivered without issue. The information provided here is to help keep your purchase a positive one though should accidental mishandling occur.
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Q: What if something on my futon frame breaks?
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A: All of our August Lotz brand products have a "no hassle" guarantee. That means if a part of your frame breaks, we will replace it free of charge for 3 full years-no matter how or why it broke. Simply return the broken part and we will ship (you are only responsible for shipping) a replacement part ASAP. After 3 years, there is a prorated warranty that covers 50% of the cost of the part-for as long as you own your futon.
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Q: Can you ship Internationally?
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A: Sorry, we only ship within the 48 continental United States.
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Q: Do you have a brochure you can send?
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A: Sorry, our brochure is our website.
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Q: Can you send swatches of the cover material?
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A: Yes, some fabrics are available and we are working on more. There is a $5 fee per swatch. Fee is nonrefundable. Swatches are cut and sent out within 5 working days. You may order swatches directly from our cover galleries.
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Q: Do you have any other styles available?
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A: Not now.
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Q: When I go to the secure order form I get a prompt saying "One of the Certificate Authorities that identifies this site has expired." Does that mean your order form is insecure?
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A: No. If you get this prompt, you are most likely using an older web browser like Netscape 4.05 and earlier. FutonsNow! is secure, but because of your browser's age, it needs to be updated to keep up with new secure technology.
To check and see if your browser is affected, please check here.
If you do not wish to upgrade your browser, simply choose "continue' to click past the root CA certificate expiration dialog box if it appears after December 31, 1999 when you access a secure Web page. Your communications with the site will be encrypted by SSL. Users who choose to continue will establish an authenticated and encrypted SSL session.
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Q: Can I order by phone?
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A: Yes of course. Please e-mail your phone#s and best time for us to call, or leave your number on our toll free Voice Mail 1-888-717-4111
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Q: How do I know this is a secure site?
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A: We use the Verisign certificate of security. This is the "state of the art" in secure technology. All order information is encoded and cannot be intercepted.
For more information, please click the Verisign seal below to verify our secure server certificate.
ABOUT SSL CERTIFICATES
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Q: What is your privacy policy?
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A: Your communications are secure. We share no information with any databases or other sites. We will not sell or give out your personal information.
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Q: Will my credit card be billed as soon as I submit my order?
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A: No, your card will not be billed until we confirm pricing and availability.
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Q: How much assembly is required?
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A: This is RTA furniture. (Ready to be Assembled). Few products are as simple to assemble as these. Directions are clear and an allen head tool is provided.
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Q: What is your return policy?
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A: You may return any product for a refund (less actual shipping charges) within 30 days. Original packing cartons are required as is a return authorization number. All items are subject to a 15% restocking fee and all actual shipping charges. Orders that are canceled after shipment are subject to all freight charges and a 15% restocking fee. To return an item you must call us to get a return authorization (RA) number. We cannot accept returns without an RA#. Futon mattresses are non-returnable.
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Q: How do your products ship?
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A: All of our products ship with either UPS, FedEx, or Common Carriers such as Roadway or Overnite.
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Q: Why are your futon mattresses non-returnable?
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A: Governmental health standards require a special permit to allow the use of approved chemicals in the refurbishing and sterilization of returned bedding and mattresses. Used bedding and mattresses must also be stored away from new bedding and mattresses in a separate facility. For these reasons, we sell only new bedding and mattresses. Also, some states do not allow a retailer to sell used bedding. Contact us for assistance in determining the perfect futon mattress for you.
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