Returns & Policies
Annie’s offers a 100% guarantee on all of our products for workmanship and construction. When you receive your order it is important to inspect the items and note any shipping damage on the freight bill. We have less than 1% shipping damage.
Frame Warranty & Variations
We will repair or replace any part that breaks or malfunctions for three years from the date of purchase. This guarantee covers defects in materials and labor. Normal wear and tear is excepted. Due to the nature of wood and its manufacturing, minor variations will occur from piece to piece, such as stain, grain, and texture. This warranty does not cover such minor differences or such differences between online photos, floor samples and your furniture. This guarantee only applies to the original purchaser. Annie’s retains the right to repair or replace the part in question. Purchaser is responsible for all shipping costs. Frames are not guaranteed for commerical use. Download Strata Furniture Warranty
Futon Mattress Warranty
Warranted for 5 years for cotton and foam mattress or 10 years for cotton-less mattress for defects in workmanship and craftsmanship. Normal wear and tear is excluded. Not guaranteed for commercial use.
SIScovers guarantees all products on workmanship and materials for life. We cannot be responsible for normal fabric wear, sun damage or damage caused by misuse.
The futon mattresses we sell are not returnable due to state law.
All futon covers are special orders made specifically for your order and therefore are not returnable.
We want you to be totally satisfied with your product and we are confident you will! We offer a 30 Day Limited Money Back Guarantee (30 Days from DATE OF PURCHASE) of futon frames only that are not damaged or defective. To return your futon frame, you will need to contact us via email at firstname.lastname@example.org within 30 days of receiving it and request a “return authorization.”
Please contact us via telephone or email and have available your order ID, the full name(s) supplied in the billing and shipping information, and reason for your return. Please keep in mind, your product must be returned undamaged, in its original packaging and in re-sellable condition. Items damaged due to improper use or assembly may not be returned. A 20% restocking fee will be charged to all furniture items returned within 30 days. The customer is also responsible for all shipping and handling charges that we incurred, including outbound shipping and return shipping. Upon receiving the undamaged re-sellable item, we will credit your card less restocking fees and shipping charges.
Cancellations can only be made if a product has NOT shipped or been manufactured. If the product has shipped or has been manufactured then our standard return policy would apply. All cancellations must be in writing and followed up with a phone call to our customer care department.
In the event your product arrives damaged or defective, please contact us immediately. If your product arrives damaged at time of delivery, YOU MUST document any visible damages on the Bill of Lading provided by the freight company. Notify Annie’s Futons within 48 hours after receiving your order so that a claim can be processed by us. If you do not notify Annie’s about damages within 48 hours of receiving your order OR if you do not send digital images of the damage within 5 business days, we will NOT be responsible to ship your replacement part for free. Claims, MUST be filed promply to insure payment of the damages by the carrier so that we can ship your part for free. We are not responsible in sending replacement parts FREE of charge IF you have NOT sent digital images of the damage within 5 business days. PLEASE send them promptly!! If your product does not appear to be damaged at time of delivery, please open all items and inspect immediately within 48 hours. Annie’s will arrange to ship a replacement part or item at no cost to you. Please be advised, if any portion of the frame arrives damaged we will ONLY ship a replacement part FREE of charge. A full refund will NOT be issued due to damage. If you should decide to return the frame, our standard return policy as noted above will apply. In most instances, we may require proof of damages before a claim can be made. At our discretion, we may issue a return authorization for return of the damaged item. Do not discard any damaged items until your replacement part has been received and the damage has been resolved.
Thai Hand-Carved Furniture
Our Thai Furniture pieces are carved by hand. Therefore, certain imperfections are not considered grounds for a refund. Please review our Variations page for more information. Standard return policy above applies.
Cielo Patio Collection
Patio Furniture may be returned within 30 days. Items must be in original packaging and in sellable condition. A restocking fee of 20% will be deducted from your refund payment.
Please note: THE COMPONENTS OF YOUR FUTON PACKAGE SHIP SEPARATELY! Frames typically ship from the manufacturer. Frames ship in 2-6 business days. Mattresses are made to order and take 3-6 business days to complete. Once completed, shipping takes 3-7 business days. For expedited shipping please contact us. They ship direct from the factory. Futon covers also ship from their respective manufacturer. Futon covers ship in 2-5 business days. Futon covers ordered with piping or any nonstandard sized cover (chair sizes, ottomans, etc..) ship in 10-12 business days. Please plan to receive your items as they arrive. If you have any questions regarding the shipping or arrival times, please do not hesitate to call us. Annie’s cannot be responsible for error in choosing color, style or size of your futon frame or cover. Please take any necessary measurements BEFORE you place your order. Please contact us if you have questions about a specific item or whether it may be returned. Once a product has been shipped, it cannot be cancelled. Please make sure all shipping information is accurate, including street address and zip code. If any information in your shipping address is incorrect, including your zip code, a rerouting or reship fee charged by most freight companies will be required from the purchasing customer before delivery. Please make immediate arrangements to receive your frame once it arrives in your city. Orders held at freight terminals for an unreasonable length of time are subject to storage fees and is the sole responsibility of the purchasing customer. All shipments sent on freight carriers are delivered to the curbside only. Delivery personnel do not enter the home, garage, basement, etc. If you refuse your order, our standard return policy will be applied. Please note that the components of your futon package ship separately. Frames, mattresses, and covers are almost always shipped by each respective manufacturer. Futon frames are shipped in boxes to ensure safe arrival, therefore, assembly is required.
All of our prices include shipping & handling in the contiguous United States where trucking services are available. In the rare instance you are in a location not serviceable by trucking we will advise you before accepting order.