FAQs | Custom Kids Furniture

Do all of your products ship for free?

Yes all orders ship for free in the contiguous United States.  

Can you build a custom bed or piece of furniture for us?

We are not building custom bed or custom bunk beds at this time.  We have found that our customers prefer the convenience and quality of our ready to ship beds.

Do you ship internationally?

We can ship most beds to Canada for an extra fee.  Please contact us for a quote. We cannot ship other items or accessories to Canada. The customer is responsible for any duty or taxes charged.  Unfortunately shipping fees are too expensive to ship to any other countries.  However, we can ship beds to your freight forwarder in the United States.  

Can I cancel my order?

Orders are transmitted to our warehouse automatically, and we cannot cancel orders.  We will attempt to cancel orders for items with longer handling times, but we cannot guarantee cancellation.

What is Custom Kids Furniture’s return policy?

If you decide to return an item, you may ship it back to us within 30 days of the day you receive it.  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 will be refunded the purchase price minus a 25 percent restocking fee.  If you damage an item after it is in your possession, you will need to pay for the damages.  

Please contact us for the return address before shipping your item. 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 within three business days.

What happens if my item arrives damaged?

For beds that ship via FedEx ground, you must notify us within seven business days of damage. You must send us photo of the damage to the product, and photos of the shipping boxes whether or not the boxes were damaged.

For freight shipments, if you see any damage to your shipment, please make a note on the delivery paperwork detailing the damage before you sign it.  If you do not notate the damage on the delivery paperwork, the freight carrier will not honor a damage claim, and we are not responsible for damages.  For freight shipments, you have 24 hours to notify us from the time you sign for your order to notify us of any missing or damaged items.

Please note that our bed frames are made from real pine wood, and not a manufactured MDF or particle board.  Real wood has knots and small imperfections which add to the beauty of a solid wood product, and are not considered damage or defects.

In some cases if your shipment is severely damaged or missing parts, we may need to have the package returned and ship you a complete new bed.

What do I do if my bed is missing hardware?

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.

Is there any MDF or particle board in any of your products?

All of our beds are built from solid pine wood.  Dressers, bookshelves, solid bed panels, storage drawers, and bed slats may contain parts that are built from MDF or particle board, usually the drawer bottoms or back of the piece.  Please contact us if you would like to inquire about a certain item.

What if my bed has an odor?

It is unusual that any of our products have an odor.  All of our beds are built from pine wood and are finished in no-VOC, water-based paint.  In some cases, you may notice a slight paint smell, typical of any painted or stained item.  If this is the case, we recommend taking the bed out of the box and letting it air out for a couple of days before assembly.

Rest assured that your bed has been safety tested with the painted finished, and has passed all required safety regulations.  We have beds independently inspected at the factory to make sure no odor is present.

Does my bed come with screw covers?

No. Our beds do not come with screw covers because if you do not securely attach the screw covers they could become a safety hazard.  If you have screw covers on your bed, please dispose of them and do not use them anymore.

What is your privacy policy?

At Custom Kids Furniture we respect your privacy and we do not share any customer information with anyone at anytime.

Who should I contact if I have questions regarding my order after I have made a purchase?

Feel free to contact us via chat, e-mail us at help@customkidsfurniture.com, or call us at (408) 669-2997.

What is the warranty on my purchase?

We cover any damage or defects for 60 days from the date you receive your order.  We will ship replacement parts for damaged or defective items. In an effort to be consistent for all orders and to keep our prices as low as possible, we do not provide cash back or discounts for defective or damaged items.

Can I order by phone? 

Yes!  We would be happy to take your order over the phone.  Please call us at (408) 669-2997.

Do you offer financing?

Yes!  We have two options - pay in four equal payments or make monthly payments for up to 12 months.  Both options are available at checkout.

PAY IN 4

• Pay 4 interest-free payments every 2 weeks.
• No hidden fees, no interest, no late fees, and no impact on your credit score.
• You can split purchases for orders between $50 USD and $999.99 USD.

PAY MONTHLY

• Pay monthly installments up to 12 months.
• No hidden or late fees.
• No impact to your credit scores to apply.
• Customers can split purchases for orders between $150 USD and $17,500 USD.

When will my item arrive?

Most of our items ship within 48 hours, with the exception of some of our larger bunk beds and our custom built beds that ship within 4 to 6 weeks.  Shipping takes about 7-10 days for large beds that need to ship freight.  Some of the triple and quadruple bunk beds take a little longer for shipping as described in the product details.   

Smaller beds and bunk beds that can ship via FedEx ground take 3-5 days for delivery. 

When I submit credit card information online, is it secure?

Yes. Our website meets all Payment Card Industry (PCI) Data Security Standards, which means our payment processor maintains a secure network, maintains a vulnerability management program, regularly monitors and tests networks, and protects cardholder data. If you prefer to order without providing credit card payment online, simply call us at (408) 669-2997 to order by phone.  Read more about our privacy policies here.

Will Custom Kids Furniture send an order confirmation via email?

Yes, you will receive a purchase confirmation immediately following your order submission.  It takes a day or two to generate tracking information for orders.  Once the tracking number is available, we will email it to you.  Need to revise your order?  Access your order details here or contact us for help.

Do you charge sales tax for online orders?

Sales tax is charged for items shipped to Florida.  Any taxes, duties, and other fees associated with items shipped outside of Florida are the responsibility of the customer.

Is there an age limit for bunk beds?

Federal guidelines state that children under age six should not use the top bunk bed.

What is the weight limit for bunk beds?

Federal guidelines require safety testing of bunk beds, however there is not a specific requirement for how many pounds a bunk beds must support.  Also bunk beds aren't tested to support a specific weight.

What should I know about bunk bed safety?

1. Federal guidelines state that children should be at least six years of age to use the top bunk bed.

2. Only one person should use the top bunk bed at a time.

3. Bunk beds are not designed to support jumping or rough play.  An adult should supervise kids using the bunk bed.

4. Only use the ladder or stairs to enter or exit the bunk.

5. The upper bunk should have guard rails along both side of the top bunk.

6. The mattress should be thin enough that at least 5" of guard rail is exposed above the top of the mattress.  Usually this means using a mattress that is 8" thick or less.

7. The guard rail that runs the entire length of the bed should be placed against the wall (if the bed will go against a wall).  That prevents entrapment between the wall and the bed.

8. Use the proper size mattress to fit the bed, i.e. twin, full, etc.

9. Read the instructions that come with the bed and follow all safety recommendations.  Do not remove the warning label from the bed.

10. Never use any items with the bed that are not specifically designed for use with your bunk bed, i.e hanging ropes from the bed, modifying the bed's design, using replacement parts that are not from the manufacturer.  Contact the manufacturer for any replacement parts needed.

11. Ensure that the guard rail, ladder and connectors remain sturdy and secure with continued use.

12. Make sure the ladder is wide enough and permanently attached to the bed frame.

13. No openings should be wide enough for a child's head or torso to pass through.

What are federal bunk bed safety requirements?

The U.S. Consumer Product Safety Commission (CPSC) requires all bunk beds sold in the United States to comply with safety standards.  All bunk beds must:

1. Have a warning label that advises against placing children younger than six in the upper bunk.

2. Have guard rails on both sides.

3. Have a continuous guardrail on the wall side of bed if the bed is taller than 30 inches.

4. Any openings on the upper or lower bunk must be small enough that a child's head, torso, or limb cannot pass through them.

Why does my white bed show discoloration or minor cracks where knots are located?

An opaque white finish on solid wood can be finicky because solid pine wood is imperfect and a white finish will expose imperfections to some degree. Pine has knots and a high resin content, which expands and contracts as all natural woods do. The solid wood used for the white furniture is carefully selected to make sure that the prevalence of knots is as low as possible. With an opaque, white finish it is expected to see discoloration in the finish where knots are located, as well as minor cracks. Please expect some minor touch up over time.