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Frequently Asked Questions
By and large, our website is our catalog. Please email us or call 617-864-6000 if you have any questions about any of the products you see on our website or if you don't see what you are looking for. Our Internet Representatives are happy to answer any of your questions and help you find the products that best meet your needs. We do have a printed catalog of our Danish metal and hardwood frames that we will gladly send you for a $5 fee which is creditable toward any purchase. How can I tell what the fabrics and wood finishes are really like? One drawback to shopping online is not being able to touch the fabrics or wood of the frames. Also the colors that you see on your monitor are likely to vary from the real thing. We will send you as many swatches or wood samples as you like so that you can see them and touch them for yourself. There is a $5 fee per swatch/wood sample which we will credit toward any purchase. (For example, if we send you two swatches and one wood sample for $15, we will credit $15 to your purchase.) Do I have to put the frame together? Yes. Futon furniture is designed to be assembled/unassembled/reassembled easily. The frames come with instructions on how to assemble and operate them. Some frames use a simple allen key (hex wrench) for assembly and will come with one. Others may require common household tools such as a philips head screwdriver or a rubber mallet. In no case are power tools required. If you have any questions about the assembly of your frame, please call 617-864-6000 for tech support. You may order with us by email , phone toll-free 617-864-6000, or fax 617-864-5638. We accept Visa, MasterCard, American Express and Discover. You may also pay by money order or certified check. Why don't you have a "click and buy" shopping cart? In our 20 years of experience in selling futon furniture we have held to the philosophy of working with our customers to find the best products to meet their needs. While our Warehouse Direct Online Catalog allows us to reach more customers throughout the U.S. and beyond, we are not willing to give up our standards of customer service. For this reason, we have decided not to use an "click and buy" shopping cart. In short, we want to be sure you get what you really want. A shopping cart may save you some time and effort in buying items like CDs and books where you know exactly what you are looking for (Stephen King's The Girl Who Loved Tom Gordon is going to be the same where ever you buy it). However, buying furniture is and should be an involved process. Shipping costs can add up pretty quickly if you need to return or exchange a bed or a sofa, not to mention the costs of disappointment and frustration. (see our return policies for more information) What are the shipping charges? We find the most convenient and least expensive way to ship products to our customers. Depending on the weight, size and destination, shipping charges will vary. Whenever possible we use UPS or FedEx; in cases of oversized items we use a common carrier trucking service. We have found our customers appreciate the effort we make to save them money with personalized attention to their shipping needs instead of inflating our prices to include shipping costs or by using an inflated flat rate for shipping. Yes. However, international shipping as well as shipping to Hawaii and Alaska can be prohibitively expensive. As with any other shipping inquiry, we will find the most convenient and least expensive means of getting you the products you need. Where are you located? Can I visit your store? We are in Cambridge, Massachusetts where we have operated in the same storefront since 1978. We ship most items from our Medford, Massachusetts warehouse. Click here for Retail Locations & Hours Please visit either location--in addition to our Medford warehouse there is an adjoining Satellite Store. Our retail locations feature much of the same merchandise offered in our Warehouse Direct Online Catalog as well as many other accessories such as mirrors, lamps, tables, incense, bedding and more. Our Online prices are lower than what we can offer in our retail locations due to overhead costs. Because our website is "warehouse direct" we offer the best possible prices and discounts we can to our online shoppers. Unfortunately, we cannot offer the lower Online Warehouse Direct prices to our "cash & carry" local shoppers. Is there a guarantee on your products? All of our products are guaranteed to be free of defects in materials and workmanship or from shipping damage. The warranties on these products do not cover nomal wear and tear or damage from misuse of the products. All details of your warranties are delineated on your invoice.
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