Once I place an order, can I cancel or change any details?

Once an order is placed, it is generally not possible to cancel or change it in any way. If you realize you need to request a change, please contact our <a href="https://floydhome.com/pages/help-center?hcUrl=%2Fen-US">Customer Experience&#xA0;</a>team here immediately and we will do our best to accommodate your request but unfortunately, it is not guaranteed.We are never able to combine orders that were placed separately, and we are never able to add additional items to existing orders.&#xA0;If you forgot to add an item to your order, you&apos;ll have to place a separate order for that item. Shipping costs cannot be consolidated or waived for back-to-back orders.&#xA0;

Do you offer financing options? What is Affirm?

We do! For select items you can choose to finance your purchase via our third-party partner Klarna. We offer 3, 6, 12, 18, and 24-month financing options at as low as 0% APR depending on the item &#x2014; your APR is determined by Klarna directly, and is based on your credit.&#xA0;All products eligible for Klarna financing will be noted on their product page, and Klarna will be listed as a payment option during checkout.Please note, Floyd does not determine approval for an Klarna loan.&#xA0;Approval is based on your credit history. If your loan is denied and you would like more information, please contact Klarna&apos;s customer support <a href="https://www.klarna.com/us/customer-service/">here</a>.Once approved, your loan will take effect once your order has shipped. For more information on your monthly billing cycle, amount left due or additional questions on your payments, please contact Klarna&apos;s customer support <a href="https://www.klarna.com/us/customer-service/" id="isPasted">here</a>.

Do you offer financing options? What is Klarna?

While we do our best to provide accurate shipping timelines at checkout and in your order confirmation email, we are not able to guarantee exact delivery dates for our orders. We will contact you with an update if the availability of your order changes or your order is delayed.

What if one of my items gets delayed?

Due to the nature of online transactions, the details we can see are very generic. Unfortunately, it could be a variety of factors. We recommend calling your card issuer to resolve this.&#xA0;Most likely, there is a hold placed on your account as part of their fraud prevention service. If you used a debit card, make sure there are sufficient funds in your account before proceeding.&#xA0;Make sure the correct billing address associated with your card was entered. If it is different from your shipping address, there is a checkbox that you can uncheck during checkout to reveal an additional address field.&#xA0;Also, make sure all your card information was entered correctly. Did you get a new or replacement card recently? Even though the number remained the same, the expiration date and security code may have changed! Once you are ready to try again, be sure to clear your browser&apos;s cache.Please note that once an order is placed, we cannot retroactively apply the charge to a different credit card. We also cannot refund funds to a different credit card other than the one used to make the purchase.&#xA0;

My card was declined. What should I do?

I tried placing my order but received an error. Did my order go through?

If you see any card errors during the checkout process, no order was processed and no charge was made to your account. Upon a successful checkout, you will be directed to an order confirmation page and will receive an order confirmation email within 30 minutes (please be sure to check your spam folder).

Depending on the items you purchase, your order will ship via FedEx Ground or a Scheduled Freight Partner.Scheduled Freight Delivery: Applies to orders totaling over 100 lb., as well as Sofas and Sofa Add-Ons. Since freight delivery requires a scheduled home delivery, you must be present to accept delivery. Available Monday through Saturday.&#xA0;FedEx Ground: Applies to orders totaling under 100 lb., as well as Mattresses purchased alone. Some products may require a signature upon delivery. Outdoor delivery to your address, Monday through Saturday, 8am-8pm. Scheduling is not available and no signature is required.

How will my order ship?

We calculate your shipping fee based on the total cost of the products you are purchasing and the shipping method. Please see the shipping fee breakdown below:Furniture &amp; Rug Delivery:&#xA0;12% or order value$299 max shipping chargeSmall Item &amp; Accessory Delivery$0-$199 order value: $15$200+ order value: $30Linens &amp; BeddingFree shipping

How much does shipping cost?

What is the shipping and delivery timeline?

In stock orders are immediately transferred to our warehouse for processing and once your order is ready to ship, you will receive your tracking details via email.&#xA0;If a product is out of stock, the estimated delivery timeline will be noted under the &quot;Add to Cart&quot; button on the product page.&#xA0;If you ordered multiple products with different shipping timelines, your order will not ship until all products are available.Scheduled Freight:&#xA0;If your order is shipping scheduled freight, it will take approximately 2-5 in transit from the time it is shipped until it reaches your local hub where you will be contacted to schedule your delivery on a Monday through Saturday that works for you. These deliveries are attended, meaning you or a trusted friend must be present to accept the delivery.&#xA0;FedEx Ground:Once your order has shipped, delivery generally will occur within 2-9 business days, depending on your location. Packages may arrive on separate delivery days. This is out of our control. You can refer to your tracking for the most up-to-date delivery estimate for each package.

Scheduled delivery is required for freight delivery only. Scheduled delivery is not available for FedEx Ground orders.&#xA0;If your order ships via FedEx Ground, a scheduled delivery is not available. You will receive a shipping confirmation email with tracking details once the order has shipped.HOW TO SCHEDULE YOUR FREIGHT DELIVERY:&#xA0;Once your order arrives at your local delivery hub, you will receive a phone call from our Scheduled Freight Partner to schedule the day of its delivery to your home. Deliveries can take place between 7am-8:30pm, Monday-Saturday. It is not possible to select your preferred delivery time so please select a day you can be available anytime between 7am-8:30pm. You will be provided a 4 hour delivery window the evening before your delivery day and can opt in to email and text notifications for real-time delivery updates. On the day of delivery, our Scheduled Freight Partner will contact you ~30 minutes before they will arrive at your home.Please note that failure to schedule your delivery within 30 days of notice to schedule may result in a cancellation of your order. Cancelled orders that have been shipped are subject to a 10% processing fee (30% if a Sectional or Sofa) and shipping is non-refundable.

How do I schedule my freight delivery?

Are there any specifics I should know about my Scheduled Freight Partner delivery?

An adult must be present at the time of delivery and pets must be clear from the delivery area.&#xA0;Please provide a clear path, both indoors and outdoors, for the delivery team to ensure successful delivery.&#xA0;The delivery team is not able to assist in removing any furniture or complementary components from your room or home. They cannot disassemble and remove your old bed, mattress, sofa or other furniture in order to assemble your new item.Assembly is not included or offered at this time. You must maintain the original packaging in order to facilitate a return.Please note that freight delivery is threshold only, meaning the delivery team will not be able to deliver the item to your room of choice. If you live in an apartment, your order pay need be left in the lobby.&#xA0;

No, we are not able to accommodate expedited shipping at this time under any circumstances due to the nature of how our product is built and shipped. All shipping timelines are communicated during checkout before placing an order.

Can you expedite shipping?

Only the following items can be shipped to a PO Box:&#xA0;The Floyd LegThe Utility SetThe Shelf Brackets

Can I ship to a PO Box?

Do you ship to Hawaii, Alaska, Puerto Rico, or Internationally?

We are not able to ship outside of the contiguous United States at this time. This means we cannot ship to Alaska, Hawaii, Puerto Rico, Canada, or any other destination outside the contiguous United States.

No, we are not able to ship to FPO or APO addresses at this time.

Do you ship to FPO or APO addresses?

Floyd was conceived to be a simpler way to buy furniture &#x2014; we do our best to make returns as simple as possible too.&#xA0;That&#x2019;s why for most furniture purchases we offer returns within 30 days of delivery, subject to a 10% (30% for sectionals and sofas and 50% for Magna Sectionals) restocking fee, and less original shipping cost.If the return or exchange is driven by a product defect or damage, we&#x2019;ll cover the full return costs of the damaged or defected returned item. If not, for most Floyd products, we&apos;ll refund you the full amount of the returned item minus 10% (30% for sectionals and sofas and 50% for Magna Sectionals) of MSRP or comparative value to cover the pick-up, restocking, and donation of your piece.&#xA0;If returning The Squishy Chair, customers are responsible for the cost of return shipping, in addition to the associated restocking fee.Original shipping and delivery fees are nonrefundable.Only returns requested within 30 days of delivery and in the original packaging will be accepted.Only purchases made from floydhome.com within the contiguous United States qualify for free return shipping within 30 days of delivery.Made-to-order items are subject to a 30% restocking fee for returns &amp; cancellations to account for the manufacturing and shipping &amp; handling costs incurred. This includes Sofas and Sectionals. The restocking fee for Magna Sectionals is 50%.&#xA0;Full Cycle, final sale, clearance, or discontinued items are not eligible to be returned. These are also ineligible for warranty protection.We are unable to accept returns on items that have issues from external causes such as accident, abuse, or misuse.All packages being returned must move back into transit with the approved carrier within 30 days of receiving the return labels.We do not accept international returns.We so not accept returns from Alaska, Hawaii, or Puerto Rico.For the Mattress, we offer free returns for both opened and unopened Mattresses within 30 days of delivery. Unopened Mattresses will be shipped back to us while we offer the option to donate opened Mattresses to a local 501(c)(3) organization or can provide removal for a $100 recycling fee. Please see more details on the Mattress returns process in the question regarding Mattress returns.Unopened Bedding and Linen&#xA0;may be returned within 30 days of delivery and will be subject to a 10% restocking fee unless damaged or defected. Shipping costs are non-refundable. Damaged or defective Bedding and Linens may not be returned, but customers are eligible for a free replacement or refund with proof of defect within 30 days of delivery, after which Floyd is unable to offer any replacement or compensation.&#xA0;Opened Bedding and Linen packages may not be returned, but we do offer the option to donate opened Bedding or Linens to a local 501(c)(3) organization within the 30-day return window for a refund in store credit. Bedding and Linens in any condition are not eligible for returns or replacements after 30 days post delivery.&#xA0;Similarly, Floyd will not honor donations for store credit 30 days post delivery.Gift Card Refund Method:&#xA0;Customers may opt to receive their refund for a full return in the form of store credit or to the original form of payment. Refund method selections are final after 7 days and cannot be changed.

What is your Return Policy?

Do you accept order changes and cancellations?

As noted at checkout and in your confirmation email, we&#x2019;re unable to make changes once your order is placed and orders cannot be canceled. If you place an order and realize that you need to make a change or want to cancel, please reach out to our customer service team at hello@floydhome.com to discuss initiating a return.We also cannot combine existing orders that have been placed separately due to the nature of production.&#xA0;Orders that have already shipped or been staged for shipping cannot be canceled under any circumstances and customers must fill out an in-transit return request here to have the order returned.Please note that per our Terms and FAQ, we are unable to refund the original cost to ship your order to you and all returns are subject to a 10% of MSRP restocking fee, or 30% MSRP restocking fee for Sectionals and Sofas.

Floyd&apos;s&#xA0;warranty covers manufacturing defects for a set period of time depending on the product.Floyd is also proud to offer additional coverage through our partner Mulberry&apos;s supplemental protection plan. While our warranty is included in all Floyd purchases, we recommend considering purchasing additional coverage to protect against accidental damage from spills and rips to chips and dents that can happen through life&apos;s everyday hazards. You can purchase additional protection at checkout via the Floyd website or up to 60 days after your delivery by emailing help@mullberry.com with your order number. For more information on what your additional Mulberry protection plan covers,&#xA0;click here

What is Mulberry Extended Warranty?

What are the steps for initiating a return?

You can start a return by accessing our returns portal <a href="https://floydhome.com/apps/returns">here</a>.&#xA0;Please be sure to familiarize yourself with our <a href="https://floydhome.com/pages/faq#what-is-your-return-policy">returns policy&#xA0;</a>regarding eligibility and the possibility of return-related fees prior to initiating your return.&#xA0;

If you&apos;re not pleased with your Floyd Mattress, please complete a returns form with 30 days of receiving your order. We are able to accept both opened and unopened Mattress returns, but they have different return procedures.&#xA0;Unopened Mattress:&#xA0;Our Customer Experience team will process your request and send you a prepaid return shipping label(s) or assist in arranging a return pickup via our Scheduled Freight Partner, depending on your original delivery method and item(s) returned.Opened Mattress:&#xA0;You will have an additional 30 days after initiating your return to donate the Mattress to a local 501(c)(3) organization. Once donated, please send your proof of donation (a forwarded email or image of the donation that is clearly specific to the Floyd Mattress) to your return request email thread so your refund can be processed.If you&#x2019;d prefer for us to remove the mattress, we can arrange a pick-up at your home and remove it for a $100 recycling fee. We ask you to take steps to ensure the Mattress isn&#x2019;t tossed into a landfill. We know that roughly 20 million mattresses are thrown away each year in the United States alone, and even recycling has its limitations, so we invite you to be thoughtful about where your unused Mattress will go.

What if I need to return my Mattress?

If you&#x2019;re not pleased with your Floyd Bedding or Linens, please complete a&#xA0;returns form within 30 days of receiving your order. We will gladly accept returns of unopened Bedding or Linens within 30 days of delivery. Please see our full return policy.We are not able to accept returns of opened Bedding or Linens, but we can offer replacements or a refund in the case of eligible shipping damage or factory defect with appropriate documentation.If your opened Floyd Bedding is simply not your style in looks or in comfort, we cannot accept a return if it has been opened, but we can reimburse you in store credit with proof of donation to a local 501(3)(c) organization within the 30-day return window.Floyd Beddings and Linens are not eligible for returns, replacement, or reimbursement after 30 days from the date of delivery no matter the condition

What if I need to return my bedding?

I received a damaged or defective item in shipment. What should I do?

If you received a damaged or defective item please contact us within 10 days of delivery. Floyd offers three possible resolutions for damaged and defective items. These include:Keeping the item for a small discount for minor qualifying issues.Opting for a full or partial replacement.Return the damaged or defective item for a full refund by filling out a return form here.Items not returned within 30 days of delivery are not eligible for a return or refund. You may view our full return policy here.

Tracking shows my package was delivered but I cannot find it! What should I do?

We&#x2019;re here to help! Please reach out to our Customer Experience team here and we will be happy to help you track your package down. To help us resolve the problem as quickly as possible, please include the following details:Order NumberFull NameAddress Where you are Expecting the DeliveryWe must be notified within 7 business days of the marked date of delivery in order for a replacement to be initiated.

The nature of how our products are made-to-order and fulfilled prevent us from supporting exchanges at this time.&#xA0;While we currently do not facilitate exchanges, you are able to return your product via the process outlined here and re-purchase the item of your choice. Please be sure to read our return policy for more information.

Do you accept exchanges?

You can track your package in one of two ways:&#xA0;If your package is shipping FedEx, please enter your order information&#xA0;here.If your package is shipping&#xA0;Scheduled Freight&#xA0;please enter your order information&#xA0;here&#xA0;under the &quot;retailer reference #&quot; tab.Your confirmation email will list how each of your items will ship at the bottom of the email and look like this:Please be sure to search your spam if you are unable to locate your confirmation email. The same goes for tracking emails, which are automatically sent once your item ships.Packages Usually Don&apos;t Ship Prior to Their Estimated Ships-By DateYour confirmation email will also contain an estimated&#xA0;ships-by date (sometimes listed as &quot;ready to ship&quot; as in the confirmation email image above). This is the estimated date on which your order is most likely to ship. Keep in mind that for some items, your ships-by date may be a range (such as 2 to 5 weeks) and not all packages may ship together.&#xA0;*Please note that we cannot predict when within this range your item will ship or provide an exact shipping date due to the nature of our product&apos;s production. We also do not offer expedited shipping at this time.If it&apos;s been seven (7) days past the end of your ships-by-date range (example: 5 weeks if your range is 2 - 5 weeks) and you still are not able to generate a tracking number, please reach out to our support team at hello@floydhome.com and we can help.

How do I track my package?

My order still doesn't have tracking or I didn't receive a tracking email.

If you didn&apos;t receive or lost your tracking email, to check to see if your order has tracking, simply look up your order <a href="https://floydhome.com/pages/help-center?hcUrl=%2Fen-US%2Fflows%2F01HVA40468HHT427CQKESBTW9C">here.</a>&#xA0;Those pages will tell you if tracking for your order has populated yet or not. If your order has not yet met its estimated ships-by date, it&#x2019;s very likely &#x2014; and normal &#x2014;that tracking has not yet been assigned to your package(s).&#xA0;If it&apos;s been seven (7) business days past the end of your ships-by date range (example: 5 weeks + 7 business days if your ships-by date range is 2-5 weeks) and you are still not able to generate a tracking number, please reach out to our team <a href="https://floydhome.com/pages/help-center">here</a> , and we can assist.

Can you give me an exact date for when my order will ship?

Due to the nature of production, we can only provide you with an estimated ships-by range, which is provided prior to checkout and in your confirmation email. We also are unable to offer expedited shipping at this time.Once your order has tracking, your carrier will provide you with an estimated delivery date (or in the case of scheduled freight, the estimated date on which your order is likely to be ready for you to schedule its delivery). To check to see if your order has tracking, please follow the instructions for tracking your package <a href="https://floydhome.com/pages/help-center?hcUrl=%2Fen-US%2Fflows%2F01HVA40468HHT427CQKESBTW9C">here</a>.&#xA0;Please also pay careful attention to transit times for FedEx-shipped items vs scheduled freight-shipped items, which are different. You can read more about transit times <a href="https://floydhome.com/pages/faq#what-is-the-shipping-and-delivery-timeline">here.</a>&#xA0;&#xA0;If it&apos;s been seven (7) business days past the end of your estimated ships-by date range (for example: 5 weeks + 7 business days if your range is 2-5 weeks) and you still are not able to generate a tracking number, please reach out to our team <a href="https://floydhome.com/pages/help-center?hcUrl=%2Fen-US">here</a> and we can assist.

1-Year Warranty PromiseAs part of our mission of making furniture built to last, Floyd, Inc. (&#x201C;Floyd&#x201D;) warrants to the original retail purchaser that our furniture and rug products will be free from defects in material and workmanship for a period of 1 year from the date of purchase.&#xA0;The Warranty is a commitment to our customers, an expression of our confidence in the quality of our products, and a statement that we stand behind that quality.The 1-year warranty is offered solely to the original retail purchaser, and is not transferable to subsequent purchasers.&#xA0;Floyd&#x2019;s sole obligation under the 1-year warranty is to, at our option, repair or replace the defective part(s) at no additional charge, if we determine in our sole discretion that the defect is covered by the 1-year warranty.&#xA0;Floyd must be notified in writing of any claim under the 1-year warranty.NOTE: The 1-year warranty covers repair or replacement for defective products within the continental United States only, not returns within 30 days of purchase. Products that are returned in our 30-day return period are processed differently. Those terms and conditions can be found <a href="https://floydhome.com/pages/faq#what-is-your-return-policy">here</a>.&#xA0;Not covered under Warranty: Due to the nature of these products, Bedding and Linens are not covered under warranty.

What is Floyd's Warranty?

Floyd 

Orders & Returns

Where does the name Floyd come from?

Where are Floyd's products manufactured?

Can you do custom orders?

Do you have any discount or promo codes?

Do you offer pickups at the Floyd Shop or office?

Can I use Floyd products outdoors or outside?

Who can I contact about accessibility issues I encounter on this site?

Where can I find out more about job openings or careers at Floyd?

My organization is tax-exempt. Can my purchase be processed tax free?

What if I get disconnected from chat?

How fast can I expect a response from support?

What if an item I want is out of stock?

How can I view pricing and sizes?

Do you have a brick-and-mortar storefront?

Where can I find assembly instructions if I lost them?

Do you sell replacement parts?

About Floyd

Do you sell Floyd wholesale?

Do you have trade discounts?

Are you able to accommodate bulk orders?

Trade

Are all Sectionals and Sofas made to order, or do you have any ready-to-ship in stock?

Can I order swatches or samples?

How can I be sure the color I want is true-to-life?

Details & Questions - The Form Sectional

Care & Cleaning - The Form Sectional

January 2023 Form Sectional Update

Does the Ottoman attach to the Sectional?

Form Sectional

Details & Questions - The Sink Down Sectional

Care & Cleaning - The Sink Down Sectional

Sink Down Sectional

How are the Bed Panels Finished?

Are variations in the wood grain and color of my panels normal?

Can I exchange my current panels for another finish?

How are the Bed panels constructed?

Can I alter my panels, either by refinishing or cutting them?

Do the panels off-gas VOCs or chemicals?

I have a Full mattress — can I use it with the Bed Frame?

Does the King Bed Frame work with a California King mattress?