FAQ-Your Questions: Asked & Answered
Why buy from Annie’s?
You will find the best prices with exceptional service. Our staff uses and tests the products sold on our site. They don’t need to read from a pre written script to answer your questions and suggest products. Annie’s customer service doesn’t end just with the sale. We are available to help in any way we can. It is important to us that you are satisfied and enjoy your purchase for years to come.
Does the frame price include the mattress and cover?
No, each item is ordered and priced separately. This allows you to choose the mattress and cover that suits you best. It also allows you to redecorate later with a new cover. We do have package deals where everything is on one simple page. View Packages
Does the futon frame arrive assembled?
The futon frame arrives in boxes and is unassembled. We provide excellent user friendly instructions that make assembly straightforward and easy.
What are my shipping costs?
Nothing! Shipping charges are paid by Annie’s Futons in the continental U.S.
How is my order shipped?
We ship the frames via common carrier which generally takes two to seven working days. It may take 2-7 business days before an item is shipped. We will advise you by email as to the shipping date. Mattresses and covers may be shipped separately from the frame and if so they will be sent via Fed Ex or UPS. Therefore, you may receive items at different times.
How does my futon frame arrive?
The frame is delivered via curbside delivery. It is your responsibility to bring the frame in from the curb to your house. We do provide inside delivery for the futon frame at an extra charge, click here for that service. If shipped separately your mattress and/or cover will ship Fed Ex or UPS.
How do I pay for my order?
Most of our customers pay by credit card and we accept Visa, MasterCard and Discover card through our secure server.
May I pay with a check?
Yes. Send us an e-mail and we will provide you instructions to send us a certified check, cashiers check or money order.
How do I know that my order has been received and that it is correct?
We will confirm your order by e-mail. Please carefully check that all of the information on the order is correct including shipping address, phone number, products ordered, quantities, and sizes of all of the items. If there are any errors, please notify us immediately.
If I order multiple items, will they arrive at the same time?
No. There may be a few days difference in arrival time.
We ship from a number of different locations throughout the U.S.
Can I specify a specific date for delivery for my frame?
The trucking company will contact you for a delivery window. We can ship to arrive a day or two before the day you want and you can then make an appointment for your day of choice. Please note this is not guaranteed. If you want a guaranteed day we can provide that for an additional fee. Please contact us for that service.
Will you ever have back-orders?
Infrequently an item you order will temporarily be out of stock. If it is, we will notify you via e-mail. We will let you know when the item is expected to be back in stock. We will also provide the option of canceling your order or allowing us to ship it when it is back in stock. You make the decision.
Can I return my purchase?
Futon frames have a 30-day limited money back return policy. See our terms HERE. The futon mattresses that we sell are not returnable due to state law. All futon covers are special order, made to order at the manufacturer specifically for your order and therefore not returnable.
What happens if my product is damaged during shipment?
Our products are packaged in such a manner that they will arrive at your home in almost all cases without damage. In rare occasions, shipping damage may occur. If your order arrives damaged, please accept the order and make a notation on the freight bill that there was damage. Please then e-mail us so that we can make arrangements to ship a replacement. For further shipping information please see our shipping policies.
Do I pay sales tax on my purchase?
As a Wisconsin licensed business, we must add applicable sales tax to your order if you are located in the state of Wisconsin. If you live outside of Wisconsin, you are responsible for complying with any applicable sales and use taxes in the state in which you live.