FAQ

PURCHASE, DELIVERY & RETURN 

Q: How do I purchase a TuftyTime sofa?
A: You can place your order directly on our website by selecting each module shape and colour, and adding it to your cart. Once we review it, we will send you an order confirmation. Before you place your order, ensure you have chose the right modular sections and fabric colour and be sure to double-check dimensions. Orders are non-refundable once production begins. Custom modules are also available, contact us to learn more.

Q: What is your refund policy?
A: After we receive your order confirmation, you will have 5 days for a full refund. Unfortunately, all orders are non-refundable once production begins.

Q: How long will it take to build my TuftyTime sofa?
A: Good things take time. For standard pieces, please allow 8 to 12 weeks for production. Customized pieces usually take about 10-14 weeks. Production will only begin once payment is received. Please note that there may be minor variations in the color of the actual product due to the unique nature of our fabric dyes.

Q: How do you ship TuftyTime sofa?
A: At the moment, we only ship within North America, and our product is shipped by LTL curbside delivery. Our shipping partners are carefully selected for their competitive rates and service. Shipping on most orders is free, with the exception of NY and FL which is a flat fee of $75 USD.

Q: Can I return my TuftyTime sofa?
A: Hopefully you’ll love it so much you won’t have to, but you do have 45 days from the original shipping date to return any TuftyTime item. We can’t accept returns that are damaged, soiled, or show signs of use. Because each order is custom, there will be a restocking fee of 30% of the invoice value for each item being returned. You are responsible for the return shipping costs, however we will take care of the original shipping. If you do return your TuftyTime, please make sure it is shipped to us in a secure manner, as you will be responsible for any damage incurred during return shipping.  You will also be responsible for repackaging the item. Returns must be received in ORIGINAL packaging and ORIGINAL condition.
We recommend shipping insurance, too.
All C.O.M (customer’s own material) sales and custom configuration orders are final, and returns are only accepted if your furniture arrives with shipping-related damage. In such an event, only the actual damaged pieces may be returned for an exchange or credit. You will be responsible for repackaging the item for return/exchange.  Returns must be received in ORIGINAL packaging and ORIGINAL condition.

Q: What should I do if my TuftyTime sofa arrives damaged?
A: We hope this doesn’t happen, but if the outside packaging for your order appears damaged, we recommend refusing delivery of the order. Please contact us immediately so that we can file a damage claim and/or arrange for the shipping company to inspect the goods carefully.

 

WARRANTY

Sometimes things happen that are beyond our control. If in the unlikely event, your item arrives in less than perfect condition please call us at 1-800-208-3443 or email us at info@tuftytime.com and we will be happy to assist you accordingly.

TuftyTime products are covered by a Limited 1 Year Warranty, which extends to the original purchaser only, in residential settings not used for income (rentals).

**TuftyTime warranty is valid only if the furniture has received normal usage and has not been subjected to abuse.

Q: What does this warranty cover?
A: Manufacturing defects in the tuftytime.com furniture line are covered under this type of warranty:
Frames are guaranteed against warp, breakdown or looseness for 1 year.
Spring construction and all support of backs and seats, exclusive of cushions is guaranteed against breaking or significant slippage for 1year under normal stress.
Cushion warranty is for the major loss of cushion resiliency and not normal flattening or softening of cushions. Softening and flattening of cushions occur with foam and fibers as a result of regular use and aging and should not be considered manufacturing defects.
Fabrics are covered by a full 1 year fabric warranty covering wear under normal use and with proper care. This warranty does not cover fading or pilling, which sometimes occurs with normal use of some fabrics and is not valid where there is evidence of heavy soiling. The fabric warranty is null and void if improperly cleaned. Any and all fabric defects must be identified and reported to us within 5 business days of furniture receipt.
Care of the fabric is important. Cleaning by a professional furniture cleaning service is recommended for all our fabrics. Proper care between cleanings includes frequent vacuuming or light brushing to remove dust and grime.
Please note that treatment of the fabric with stain protectors, or any aftermarket treatment voids this fabric warranty.

Q: How long does the coverage last?
A: This warranty is in effect from the date of delivery and is valid ONE YEAR.

Q:  What will TuftyTime do?
A: For the 1-year warranty on TuftyTime products, tuftytime.com will provide replacement part(s) at no charge with a lead-time of 8-14 weeks. The customer is responsible for any labor and/or shipping charges on the replacement part(s).

Q: What does this warranty not cover?
A: This warranty does not cover normal wear and tear or acts or omissions of parties other than Seller (including user modification, improper use or installation of Products).  TuftyTime sofa is not explicitly specified suitable for outdoor use is not covered for damage or defect from outdoor use
Any problem that is caused by other abuse, misuse or an act of God (such as a flood) is neither covered. Consequential and incidental damages are not recoverable under this warranty. Coverage terminates if you sell or otherwise transfer the furniture.
All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are not covered by tuftytime.com Warranty. Strictly no exceptions will be made for Final Sale items.

Q: How do you get service?
A: Please email us at info@tuftytime.com and we will try our best to help you!