Shipping & Returns

Custom Kids Furniture Shipping Policies:

• All orders ship for free in the contiguous United States.  We can ship to Canada for an extra fee that is automatically added at checkout.  We cannot ship to Alaska, Hawaii, or any countries outside of the U.S. and Canada.
• After you place an order, you will receive an e-mail confirmation.  When tracking information is generated, usually with a day or two, we will send you tracking information and an estimated delivery date.  Some of our larger bunk beds take longer for order processing, as described in product listing. 
• Orders are automatically transmitted to our warehouse, so we cannot cancel orders.  We will attempt to honor cancellation requests for orders with long handling times but we cannot guarantee cancellation.
• Our smaller beds and some bunk beds ship via FedEx Ground.  Fed Ex ground shipping takes three to five business days.
• Stairway bunk beds, large beds and large bunk beds ship via LTL common carrier (freight shipping).  Your order is carefully packaged on a shipping pallet, strapped for security and then for added measure, wrapped with a clear packaging material to ensure your items arrives intact as they left our facility. For these curbside delivery orders, the driver will bring your purchase to your delivery address. The driver will then bring the palletized order to the rear of the truck and remove the outer material used to secure your order to the shipping pallet. The driver will hand you (or the recipient you choose) the items and you will be responsible for bringing the item(s) into your home. Due to the variety of sizes and weights of item(s), you may need a couple of people to help handle the item(s).  Alternatively, most truck freight companies offer optional additional services to help you move items from the truck into your house if it is not included in your shipping charges. You can work with the shipper directly to arrange for any additional delivery services that you would like to take advantage of. You will be responsible for directly paying the truck freight carrier for these additional services. Drivers are expected to notify you of a delivery time and day and your delivery service options, so you can have the appropriate help available to get purchases into your home if necessary.
• If you see any damage to your shipment, you must make a note on the delivery paperwork detailing the damage before you sign it.  If you do not sign the delivery paperwork as damaged, we cannot be responsible for shipping damage. You must contact us regarding items damaged during shipping within 24 hours.  We will replace items damaged during shipping if the damaged is noted on the delivery paperwork, if you provide us photos of the damage to the product and packaging material, and if you notify us within the required time frame.
• We hand check each bed before it is shipped to make sure it has a hardware kit.  The location of the hardware kit is marked with a colored ribbon.  If the hardware kit is lost during shipping, please send us photos of the outside of the box showing the damage to the box and we will ship you a new hardware kit.  If you strip any screws during the assembly of your bed, we will ship you replacement screws.  Just let us know the part number and how many screws you need.

Custom Kids Furniture Return Policy:

• You may ship returns back to us within 30 days of the day you receive your item.  You will be responsible for return shipping fees.
• If you refuse delivery of an order, return shipping fees will be subtracted from your refund total.
• To be eligible for a return, your item must be unused (unassembled) and in the same condition that you received it. It must also be in the original packaging.
• You must contact us for return shipping information before you send the item back.
• You will be refunded the purchase price minus a 25 percent restocking fee.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
• If you damage an item after it is in your possession, you will be responsible to pay for the damages.
• Please contact us within 30 days of the delivery date if your items have manufacturer defects. We will provide replacement parts for any defective items.  If the product you order is no longer in stock, we will provide replacement parts as soon as the product is back in stock.