Orders

How can I track my order?

After we hand the carton to FedEx you will get a shipment email with a tracking number. Look the number up on fedex.com. If you never received that email, or tracking has not moved for 48 hours, write to support@furnitoply.com with your order number.

Can I change or cancel my order?

Yes, at no charge, until the order is marked shipped. Email support@furnitoply.com as soon as you can. You may change the address once before ship, and only to another eligible street address in the contiguous United States. After the first FedEx scan it is a return, not a cancellation — use the Returns, Refunds & Warranty page.

Shipping & delivery

Is shipping free?

Yes, to a street address in the contiguous United States. Alaska, Hawaii, U.S. territories, and any address outside that area are not automatic. Email support before you order so we can confirm whether we can serve that location.

How long does delivery take?

We ship within 1 business day of payment confirmation (Monday–Friday, excluding U.S. federal holidays). Transit in the contiguous U.S. is typically 3–6 days after FedEx scans the carton. Tracking is the live window. Full timing rules are on the Shipping & Delivery page.

How is the product delivered?

FedEx brings a compressed carton to your door or building threshold. That is the full service. We do not offer white-glove placement, stairs service, assembly, unpacking, or old-item haul-away.

Do I need to be home?

Usually no. FedEx can leave the carton at the door when the spot is safe and no signature is required. A signature may be requested on larger cartons. If you miss the driver, follow the door tag — schedule a reattempt or pick the carton up at a FedEx location. After tracking shows delivered, bring the carton inside; weather and porch theft at that point sit with the delivery address.

Can I use a P.O. Box, APO address, locker, or hold shop?

No. We ship to a physical street address in the contiguous United States only. We do not accept P.O. Boxes, APO / FPO / DPO, parcel lockers, or hold-for-pickup shops as the ship-to address. If you are outside the contiguous U.S., email support@furnitoply.com first.

Mattresses

How is the mattress delivered?

It ships compressed and vacuum-packed in a carton. FedEx leaves that carton at your door. You bring it inside and open it.

Does the mattress require assembly?

No. Take it out of the carton, open the vacuum bag carefully, and let it expand. There are no tools and no installation appointment.

How long before it looks and feels right?

Give it 24–72 hours to expand. A still-expanding mattress on day one can look smaller or less tall than the product photos. That is packing, not a defect. Sleep on it a few nights before you judge the feel.

How do I choose the right mattress size?

We sell standard U.S. sizes: Twin, Full, Queen, and King. Measure the frame or the space you have, then match the size on the product page.

What mattress thickness should I choose?

Thickness changes the feel — firmer and more stable at the lower heights, plusher at the higher ones. The options and specs for each mattress are on that product page.

Sofas

Does the sofa require assembly?

No. Sofas ship compressed, the same way mattresses do. Open the carton, let the piece expand, and place it. We do not send an installer.

How long before it looks right?

Allow 24–72 hours to expand. Wrinkles and a slightly undersized first-day silhouette are normal after compression.

How do I choose the right sofa size?

Use the dimensions on the product page. Measure the wall, the walkway, and the door or stair path the carton has to travel after FedEx leaves it at the threshold. Moving the carton inside is on you.

Returns, refunds & warranty

The numbers below are the headlines. Eligibility photos, zone tables, and warranty exclusions are on the Returns, Refunds & Warranty page.

How do I start a return?

Email support@furnitoply.com inside the window with your order number, the item, the reason, and 4–6 current photos. Do not refuse the FedEx delivery in order to “return” it, and do not drop a mattress carton at a FedEx Office on your own.

I have a pet. Can I still return? What about stains or being late?

Normal unboxing, sitting, and sleeping are fine. Stains, heavy soil, pet chewing or scratching, persistent odor, and requests after day 100 are not eligible — not for the trial and not for warranty. One late day closes the trial; a manufacturing defect after that is a warranty claim, not a refund.

When will I receive my refund?

We review a request within 2 business days. After the item reaches our facility or partner we inspect it within 5 business days. If it passes, we refund the original payment method within 5–10 business days. Your bank or card brand may take additional time to show the credit. That last step is on them, not on us.

Is the trial the same as the warranty?

No. The trial is for comfort and preference during the 100 nights or 100 days. The warranty is for manufacturing defects after that. A warranty replacement does not restart the trial unless we say so in writing.