Furnitoply policy
Returns, Refunds & Warranty
Two rule sets — mattresses and sofas. A 100-night / 100-day in-home trial starting on the signed delivery date. Unboxing, sitting, and sleeping are expected. Stains, pet damage, and late requests are not returnable. Return freight, how to start a request, and review timelines are below.
1. We want you to actually use it
Buying a mattress or a sofa without lying on it or sitting on it in your own home is a guess. That is why the trial runs from the day the order is signed for.
You may unbox the product. You may sleep on the mattress. You may sit on the sofa. You do not need original packaging. You do not need the item to look unopened. What you cannot do is return a soiled, pet-damaged, or out-of-window product and call it a trial.
2. At a glance
| Topic | Mattresses | Sofas & sectionals |
|---|---|---|
| Trial | 100 nights from signed delivery | 100 days from signed delivery |
| Normal use | Sleeping and breaking-in are the point | Sitting and everyday living are the point |
| Change-of-mind return fee | $129 scheduled pickup in the contiguous U.S. | Published zone fee, quoted before you confirm |
| Defect, damage on arrival, or wrong item | We arrange pickup at no charge | We arrange pickup at no charge |
| Warranty after the trial | Limited Lifetime Warranty | Lifetime frame + multi-year component coverage |
| Refund method | Original payment method | Original payment method |
3. Mattresses — 100-Night Sleep Trial
Window
You may request a mattress return at any time from signed delivery through the end of the 100th calendar day. The clock does not pause for travel, delayed unboxing, or a later decision to try the bed. An exchange does not restart the 100 nights.
Eligible
- Unboxed and expanded.
- Slept on, including body impressions that are a normal part of break-in.
- Light surface marks from ordinary sleep with a fitted sheet.
- Law label still attached.
Not eligible
- Stains, heavy soiling, bodily fluids, mold, or unsanitary condition.
- Pet chewing, scratching, tearing, claw marks, or embedded pet hair that is more than ordinary household dust.
- Smoke, heavy perfume, or persistent odor.
- Burns, cuts, holes, a ripped cover, or missing components.
- Law label removed or defaced.
- Request submitted after day 100.
- A second mattress trial return from the same household within 12 months. Quality failures follow the defect or warranty path instead.
Who pays to send it back
| Situation | Who pays / how it is calculated |
|---|---|
| Change of mind, comfort, or fit during the 100 nights | You. Flat $129 mattress return-and-removal fee for contiguous U.S. addresses, deducted from the refund. Covers scheduled freight or a donation / disposal partner, plus handling. |
| Arrived damaged, defective, or not the item you ordered | Furnitoply. $0 pickup. Full refund of the product price and original outbound shipping. |
| Covered warranty defect after the trial window | Furnitoply on approved claims. Remedy is repair or replacement, not a refund, unless we cannot reasonably repair or replace. |
| Alaska, Hawaii, territories, or any address outside the contiguous U.S., or a return address different from original delivery | Email support@furnitoply.com first. If we can support the location, you pay actual freight. We quote in writing before you confirm. The $129 flat fee does not apply automatically. |
| Original outbound shipping on a preference return | Not refunded. |
There is no separate restocking percentage on a qualifying mattress trial return. The $129 is the only preference-return deduction besides non-refundable outbound shipping.
4. Sofas & sectionals — 100-Day In-Home Trial
Window
You may request a sofa or sectional return at any time from signed delivery through the end of the 100th calendar day. Modular sectionals are returned as the complete configuration you purchased. Returning only a chaise or a single seat is not a trial return; write to support@furnitoply.com for a parts or warranty path.
Eligible
- Unboxed and assembled.
- Sat on and lived with in a normal household.
- Cushions fluffed and covers that show ordinary sit-lines.
- All legs, hardware, remotes, and included pillows present.
Not eligible
- Stains, ink, dye transfer, food or drink marks, or unsanitary condition.
- Pet chewing, scratching, tearing, claw runs, or heavy embedded pet hair.
- Smoke, pet odor, or other persistent odor.
- Cuts, burns, snags beyond ordinary sit-wear, frame damage from moving the piece yourself, or missing parts.
- Custom upholstery, made-to-order sizes, clearance, floor samples, and items marked Final Sale.
- Request submitted after day 100.
Who pays to send it back
Sofas move on scheduled two-person freight, not a parcel label. The fee is quoted in writing before you confirm.
| Item | Zone A — local / nearby | Zone B — most contiguous U.S. | Zone C — remote contiguous U.S. |
|---|---|---|---|
| Accent chair / loveseat | $149 | $199 | $249 |
| Sofa (up to 90") | $199 | $249 | $299 |
| Sectional / sleeper / oversized | $249 | $299 | $349 |
Zone is determined from the original delivery ZIP. The exact fee is confirmed in the return-approval email and deducted from the refund. Stairs, long carries, or a pickup address different from delivery may add a published access fee, disclosed before you accept the appointment.
| Situation | Who pays |
|---|---|
| Change of mind, style, scale, or comfort during the 100 days | You — the quoted zone fee. Original outbound delivery is not refunded. |
| Arrived damaged, defective, or as the wrong item / configuration | Furnitoply — $0 pickup. Product price and original delivery refunded. |
| Covered warranty defect after the trial | Furnitoply on approved claims. Repair or replacement first. |
| Address outside the contiguous United States | Email support@furnitoply.com first. We will tell you whether the location is supported and, if it is, quote actual freight before you confirm. |
5. How to start a return
A request is not a return until we approve it. Do not refuse the original delivery in order to “start a return,” and do not hand the item to a parcel carrier on your own.
- Submit the request inside the window by emailing support@furnitoply.com with your order number, the item, the reason, and 4–6 current photos (the full piece plus any marks).
- We confirm receipt the same business day if the message arrives before 5 p.m. U.S. Pacific Time; otherwise the next business day.
- Eligibility review: within 2 business days. You receive either approval with the fee (if any) and a pickup window, or a written decline with the specific reason.
- If approved, keep the item accessible, reasonably clean, and intact. Pickup is typically scheduled 3–10 business days after approval, depending on carrier capacity.
- Warehouse or partner inspection: within 5 business days of arrival. We photograph inbound condition.
- Refund: issued to the original payment method within 5–10 business days after inspection passes. Card networks may take additional time to post the credit.
6. What we refund
- Qualifying preference return: product purchase price, minus the published return freight, minus original outbound shipping.
- Our error, inbound damage, defect on arrival, or wrong item: product purchase price plus original outbound shipping. No return freight.
- Taxes refunded to the extent collected and refundable under the original payment and jurisdiction.
- Stair, long-carry, and failed-delivery fees already incurred are not refunded on preference returns.
7. Warranty — separate from the trial
The trial is for comfort and preference. The warranty is for manufacturing defects in normal residential use. A warranty claim is not a second refund window and does not restart the 100-night or 100-day trial unless we say so in writing.
Coverage is for the original purchaser, for products bought from Furnitoply and used in a private home in a location we support. It is not transferable and does not cover commercial, rental, or institutional use.
Mattress — Limited Lifetime Warranty
This follows the leading direct-to-consumer mattress standard: lifetime coverage for manufacturing defects, with a clear sag threshold and a proper-foundation requirement.
- Covered: defects in materials or workmanship, including splitting or cracking of the core, cover-seam failure from manufacture, and a visible indentation greater than 1.5 inches measured with no weight on the mattress, not caused by an unsupportive base.
- Foundation: a firm, structurally adequate base or slats no more than 3 inches apart. Queen and king sizes need a center support that reaches the floor. An unsupportive base voids sagging claims.
- Years 1–10: on an approved claim we repair or replace the mattress at no charge, including freight within the contiguous United States.
- Year 11 and after: on an approved claim we still repair or replace the mattress. You cover inbound and outbound freight.
- Remedy: repair or a comparable replacement at our option. If the exact model has been discontinued we use the closest current equivalent. A replacement does not restart the sleep trial.
Sofa & sectional — lifetime frame plus component terms
This follows the leading furniture standard: the structure is warranted for life; moving parts and soft components have fixed terms.
| Part | Term | What it covers |
|---|---|---|
| Frame and structural joinery | Limited lifetime | Breakage or joint failure from a manufacturing defect in normal residential use. |
| Suspension, webbing, and advertised mechanisms | 5 years | Sinuous springs, webbing, and reclining or sleeper mechanisms that fail from manufacture, not from overload or misuse. |
| Cushion cores | 5 years | Foam or fiber core collapse that is a manufacturing defect. Ordinary softening is not a defect. |
| Upholstery fabric and seams | 1 year | Manufacturing defects in the cover or seam construction. Not pilling, dye lot variation after use, sun fade, or wear. |
Approved sofa warranty claims are repaired or replaced at our option. Freight on warranty work inside the contiguous United States is covered by Furnitoply during the first year and quoted case by case after that.
What warranty never covers
- Comfort or style preference after the trial window.
- Stains, spills, bodily fluids, mold, unsanitary condition.
- Pet chewing, scratching, tearing, or odor.
- Cuts, burns, snags, moving damage after delivery, or missing parts you did not report.
- Smoke or other persistent odor.
- Sun fade, ordinary wear, and the gradual softening that every foam and fiber product shows with use.
- A mattress used on an improper foundation, or a sofa damaged by being stood on, jumped on, or dragged without protection.
- Removed or defaced law labels on mattresses.
8. Damage, defects, and the wrong item
Inspect on delivery. Photograph packing and the product before the carrier leaves if you can. Visible transit damage, missing modules, or a wrong SKU must be reported to support@furnitoply.com within 7 days of signed delivery. Hidden defects that could not reasonably be seen at the door are still covered if you report them promptly after discovery and within the applicable warranty term.
9. Locations we may not automatically support
Standard delivery, trial pickups, and warranty freight in this policy assume a contiguous United States address. If you are in Alaska, Hawaii, a U.S. territory, or any other place outside the contiguous United States, contact support@furnitoply.com before purchasing and before opening a return. We will confirm whether that location is supported and, if it is, how freight will be quoted.
10. Questions we hear first
- Do I have to keep the box?
- No. Re-boxing a mattress or sofa is not required and is usually not possible.
- I have a dog. Can I still return?
- Only if the product has no chewing, claw damage, stains, odor, or heavy embedded hair. Pet damage is outside the trial and outside the warranty.
- Is this risk-free?
- It is a long in-home trial with a published pickup fee on change-of-mind returns. If the item arrives wrong or defective, you do not pay to send it back.
- When does the 100 start?
- The day you — or someone at the address — sign for delivery.
- What if I am one day late?
- The trial is closed. If there is a manufacturing defect, open a warranty claim with support@furnitoply.com.
- Does a warranty replacement restart the trial?
- No, unless we confirm that in writing on that claim.
11. Homepage, product-page, and ad language
Trust bars and ads must match this page. Because change-of-mind returns carry a published pickup fee, do not describe the trial as risk-free or as free returns.
Approved short bars
- 100-Night Mattress Trial · 100-Day Sofa Trial
- Sleep on it. Sit on it. Decide at home.
- 100 Nights to decide · Limited Lifetime Mattress Warranty
- Normal use welcome. Stains and pet damage are not.
Product-page microcopy
Mattress: Try it for 100 nights from delivery. Unboxing and sleeping are expected. A $129 return pickup applies to change-of-mind returns in the contiguous U.S. Damaged, defective, or incorrect items come back on us.
Sofa: Live with it for 100 days from delivery. Sitting is expected. Change-of-mind returns use a published freight pickup fee quoted before you confirm. Damaged, defective, or incorrect items come back on us.
Do not use until the fee is actually $0
- Risk-free, zero-risk, or no-risk trial.
- Free returns, or “we pick it up free,” on change-of-mind orders.
- “100% money-back” with no mention of freight or condition.