General FAQs
1Where can I purchase Furinno products?
Thank you so much for your interest in our product. If you live in the US, you can find our products in all major online retailers:
• Amazon.com
• Wayfair.com
• Walmart.com
• Ashleyfurniture.com
• Groupon.com
• HomeDepot.com
• Lowes.com
• Overstock.com
• Target.com
• Zulily.com
Other authorized sellers:
*Purchases made through unauthorized sellers are not covered by our warranty:
• 123Stores
• Benzara
• BisonOffice
• Goedeker's
• OJCommerce
• Vir Ventures
If you are not sure whether a seller is authorized or not, please feel free to contact our customer support.
2Can I purchase Furinno products if I am not living in the US?
We are proud to offer our products to customers in other countries through our strategic business partners. You may find our products in the following online retailers if you live outside of the US:
Amazon.ca
Amazon.uk
Amazon.de
Amazon.fr
Amazon.it
Amazon.es
Amazon.jp
Amazon.ae
Wayfair.ca
Wayfair.uk
Wayfair.de
3How can I find the receipt / invoice from the authorized seller?
You should receive an order confirmation email with each purchase, which you can save as a receipt. Otherwise, you can always go to the order section of your account, send another email or print the page as a PDF/ CSV file to save/download.
4Who should I contact if I do not receive my order or receive the wrong order?
If you did not order through Furinno.com, please contact the channel (e.g. Amazon) that you purchased the product from.
5Who should I contact if I want to return the order?
If you did not order through Furinno.com, please contact the channel (e.g. Walmart ) that you purchased the product from. We are not authorized to take your returns from other channels.
6What should I do if my item is damaged or defective or missing some parts from the box?
We offer replacement parts for all orders made through our authorized sellers in the 48 contiguous states of the US. Please submit your request (template) to our customer support within 6 weeks of the purchase date. If it has past the 6 week period, your items may still qualify for our limited warranty. Please check the warranty section to see more details.
*For Wayfair orders, please contact their customer service. You can contact us after Wayfair's 30-day return window expires.
7How do I know when the product I want will be in stock?
Please feel free to contact our customer support and we will be more than happy to give you updates about the products you are looking for.
8I was advised that an item would be back in stock on a specific date but when I check, it is still not available.
We apologize for any inconvenience. Delivery dates for stock are only estimates, and due to our current supply situation, we have been experiencing delays in our shipments. We can notify you when your product(s) are back in stock.
9A product has not been available for a long time, is it going to be taken out from the range?
Not necessarily. A long delay in availability can happen if we are expecting supply to eventually arrive back at our stores. If a product is discontinued, it will be completely removed from the website.
10How do I know which model I have purchased?
You can check the box or assembly instructions you received. You can find information on the product pages of each channel.
Ready-to-Assemble Furniture
1Can I alter my Furinno products?
Furinno products should be built according to their assembly instructions and used for their intended purposes. We do not recommend altering the structure of the product. Altering the products will void the warranties.
2Where can I find assembly instructions?
If your item doesn’t come with assembly instructions, you may find it here by searching the model number. If you are having trouble finding it, please present the model number (e.g.11158EX/BR) or full name of the product to our customer support.
3What if I have an issue during assembly?
We have some assembly assistance videos available here. If this doesn’t solve your problems, please send your questions to our customer support. Attaching some pictures or videos could help us solve your issue faster.
4Do you have assembly services?
Unfortunately we do not offer assembly services. Some of our business partners such as Amazon and Wayfair offer 3rd party assembly services that you could purchase.
Mattresses
1Can I remove and wash the cover of my Furinno mattress?
Removing the cover may expose the fire retardant material, which may cause allergy. The manufacturer warranty will void if the cover is unzipped or washed. To keep your mattress in good condition, we suggest using a waterproof mattress protector and a proper foundation for the mattress. For more information on warranties, please check it here.
2How to maintain my Furinno mattress?
To keep your mattress in good condition longer, we recommend:
• Use a waterproof mattress protector from the beginning
• Use a proper foundation
• Keep good airflow under the mattress
• Keep the airflow going in your bedroom, even when you’re away
• If you are using slats, they must be no more than 3-4 inches apart and that there’s a center support for queen sized frames and above.
3Can I sleep on my Furinno mattress the first night?
Yes, it is safe to sleep on the first night. However, it may take up to 72 hours for the mattress to completely decompress to its original shape.
4How do I clean a Furinno mattress/topper/pad?
You may spot clean your Furinno mattress and topper with a mild soap and clean towel. It is best not to drench the foam and always use a mattress protector to prevent any liquids from penetrating.
Platform Bed Frames
1I only see the headboard and the slats in the package. Where are the other parts?
Please unzip the back of the headboard to locate the rest of the parts. If the parts are not in the compartment of the hearboard, please contact our customer support.
2Can I use my adjustable bed with Furinno platform bed frames?
We always recommend checking the dimensions before making the decision. As long as the base of your adjustable bed can fit inside our platform bed frame, then you can use it. You will not need to assemble the slats if you are using your adjustable bed.
3Do I need any box spring with a Furinno platform bed frame?
It depends on which model you purchased. Please check the product listing for details.
Outdoor Wooden Furniture
1What kind of wood is used in your outdoor wooden furniture and where is the wood from?
We use 100% Dark Red Meranti wood from Malaysia.
2Is your outdoor wooden furniture weatherproof?
Although the teak oil adds protection to the wooden furniture, it is still recommended to cover the furniture for severe weather conditions such as heavy rain or snow.
3How to maintain my outdoor furniture?
To keep your outdoor wooden furniture in good condition longer, we recommend:
• Treat with wood oil at least once a year.
• Tighten any fittings as needed periodically.
• Cover or store your furniture to protect it from ice and snow.
4Why do I see some oil stains when I wipe the wooden furniture?
It is common to see oil stains when you wipe your wooden furniture. Your furniture has been soaked in teak oil and air dried. There may be excessive oil remaining in the wood. It is recommended to wipe down the furniture completely with a piece of damp cloth before using it.
5Why do I see different wood colors on my wooden furniture?
Our wooden furniture is made of natural hardwood. Natural hardwood boards vary in color from board to board. Every piece you get is different. This variation is part of the wood’s beauty and it is normal.
Replacement Parts (RMA)
1How do I know if my request has been submitted successfully?
Our customer support will send you a confirmation email with an RMA order number. If the parts you request are not available, alternative solutions will be offered in the confirmation email. It may take up to 1 week to receive the confirmation email. Please do not submit duplicate requests.
2How long will it take to receive my RMA order?
RMA orders are usually shipped in 3-5 business days after the confirmation. Delivery generally takes about 4-7 days after shipping. This is subject to change due to carrier service limitations, holidays, and inclement weather.
3How do I keep track of RMA orders?
You may contact our customer support to inquire the tracking number 3 days after the confirmation of your order.
4How do I cancel or change my RMA order?
You can cancel or change orders that have not yet been shipped by notifying our customer support.
5I purchased a Furinno product a few years ago, but I need replacement parts. What should I do?
Ordering replacement parts for past purchases are subject to availability. Please send all the necessary information below to our customer support in email or select part purchase in our FB Messenger chatbot.
• Model Number & Color (e.g.11158EX/BR)
• Parts Number & Quantity (e.g. Part A Top Panel-1 pc)
• Email address to receive PayPal Invoice
• Full name & Shipping Address*
• Phone Number
If you are not sure of the model and parts of the product, you may attach a receipt and a picture of the product as additional information.
*Limited shipping service to 48 continental states of US6How to make payment for parts?
Paypal invoice will be sent upon your confirmation. We accept a variety of online payment methods. Please provide your transaction receipt as proof of payment.
