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Returns and Exchanges

What is the return policy?

We offer a 14 day return window once your non-custom* SOFTFRAME® product has been received. Returns (and exchanges) are applicable on only certain items, please reference each product description for details.

To receive a refund, the item MUST be in new condition when returned without:

  • Hair or fur
  • Signs of wear, washing, or improper care
  • Damage or stains

All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded.

If approved, a refund will be processed and a credit will be applied to the original method of payment. Kindly note that refunds take approximately 2-5 business days to post.

  • Customers are responsible for return (and exchange) shipping cost unless the order arrives damaged or defective.
  • Returned item(s) must be shipped back in the original packaging or similar packaging that will prevent item(s) from damage while in transport.

Email our customer care team at customerservice@softframedesigns.com to receive prompt instructions on how to return your product.

*We offer refunds on SOFTFRAME® Classic and Luna bed frames, as well as any twin sized accessory; i.e. bolsters and wedges. SOFTFRAME® Ultra bed frames (all sizes) and other custom items* are made to your individual specifications; therefore, these products are final sale, non-exchangeable and can not be returned unless they arrive damaged or defective.

Do you offer exchanges?

We offer exchanges within 14 days of the delivery date on SOFTFRAME® Classic and Luna bed frames, as well as any twin sized accessory; i.e. bolsters and wedges.

SOFTFRAME® Ultra bed frames (all sizes) and other custom items* are made to your individual specifications; therefore, these products are final sale, non-exchangeable and can not be returned unless they arrive damaged or defective.

In order to be eligible for an exchange, the original item MUST be in new condition and returned without:

  • Hair or pet dander
  • Signs of wear, washing, or improper care
  • Damage or stains

If you have received your order and would like to exchange it, email our customer care team at customerservice@softframedesigns.com.

Can I return custom items?

SOFTFRAME® Ultra bed frames (all sizes) and other custom items* are made to your individual specifications; therefore, these products are final sale, non-exchangeable and can not be returned unless they arrive damaged or defective.

*Please reference each product description for details.  

Shipping

Where do you ship to?

What are shipping costs?

Do you offer expedited shipping?

Currently, we do not offer expedited shipping. All SOFTFRAME® products are made to order, which means the item is made at our Los Angeles workshop as we receive the order. You can expect to receive your order in 4-6 weeks.

Which carrier is used for shipping?

We use FedEx ground and USPS priority mail for shipping our products.

How do I change my shipping address?

If your order has not been shipped, email our customer care team at customerservice@softframedesigns.com with your order number and the updated shipping address.

If your order has been shipped: The most efficient way to change your shipping address is to check the shipping information and search your order tracking number. Follow the manage delivery instructions from USPS or Fedex.

What size / weight is the box my product arrives in?

Packaging varies by the size of the product and the number of items ordered. We ship the following pieces in the following box and weight dimensions:

Product Box Dimensions (in) Weight (max)

The Ultra

41" x 23" 20"

35 pounds

The Luna

42" x 22" x 10"

25 pounds

The Classic

42" x 22" x 10"

25 pounds

Headboards

41" x 23" 20"

25 pounds

Bolster Pillows

29" x 17" x 9" or 35" x 19" x 9"

15 pounds

Slipcovers

USPS priority box or 18" x 12" x 8"

10 pounds

Warranty

Do you offer a warranty?

When does my warranty coverage begin?

How do I submit a warranty claim?  

In order to file a warranty claim, email our customer care team at customerservice@softframedesigns.com with description of the defect and 3-4 images.

  • Please include your original purchase receipt.
  • Additional images may be required depending on the nature of the defect.