Shipping & Returns
Shipping & Returns Policy
At Custom Kids Furniture, we take pride in creating high-quality children’s furniture designed to last. Because many of our items are oversized and costly to ship, please carefully review the following policy before placing your order.
By placing an order with Custom Kids Furniture, you agree to the terms outlined below.
Shipping Information
Most orders ship within the estimated processing timeframe listed on the product page. Shipping timelines may vary during holidays, promotions, or periods of high order volume.
Once an order has shipped, tracking information will be provided by email.
Customers are responsible for ensuring that the shipping address provided at checkout is accurate. Additional shipping charges may apply for returned, refused, or rerouted shipments. We may be able to change the shipping address with Fedex after an order is placed. Fedex charges a $25 processing fee for address changes.
Large furniture items may ship in multiple boxes and may arrive separately.
Delivery Inspection Requirements
Customers must inspect all packages immediately upon delivery.
If visible shipping damage is present, customers should:
- Photograph the packaging before opening
- Photograph all shipping labels
- Photograph any visible damage
- Retain all original packaging materials
Failure to document visible shipping damage at delivery may limit our ability to file claims with the shipping carrier.
Customers must retain all original packaging until the product has been fully inspected and accepted.
Damage & Defect Claims
Any shipping damage, missing parts, or manufacturer defects must be reported within 5 calendar days of delivery.
Claims submitted after this time frame will be denied.
To submit a claim, customers must provide:
- Clear photos of the product
- Clear photos of the packaging
- Photos of shipping labels
- Photos of the affected area or parts
- A description of the issue
- Damaged/defective part numbers
Custom Kids Furniture reserves the right to request additional photos or information before approving any claim.
Minor cosmetic variations, natural wood grain patterns, knots, slight finish inconsistencies, and variations resulting from handcrafted or natural wood products are not considered defects. Some beds have pressed wood slats, which is the industry standard and is not a defect.
Improper assembly, overtightening hardware, failure to follow assembly instructions, or normal loosening of hardware over time are not considered manufacturer defects. Holes are pre-drilled into the wood to help line up the hardware. Pre-drilled holes do not extend the length of the screws, because the screw needs to be tight in the wood. We recommend carefully using a power drill on low speed with an allen wrench attachment that fits the screw head to build the bed.
Our beds are Greenguard Gold certified and each order of beds is independently inspected by QIMA for odors and manufacture defects. Odors are not a defect and returns will not be accepted for claims of an odor.
Replacement parts are the exclusive remedy for verified shipping damage or manufacturer defects unless otherwise required by law.
Custom Kids Furniture reserves the right to repair or replace individual parts rather than authorize a full return, replacement, or refund.
Items that have been fully assembled, partially assembled, modified, used, or damaged after delivery are not eligible for return as defective merchandise.
Returns
Due to the oversized nature of our furniture products, return shipping costs are the responsibility of the customer.
To qualify for a return:
- Items must be unused and unassembled
- Items must be returned in original packaging
- All hardware, manuals, and components must be included
- The product must show no signs of assembly, installation, use, modification, or wear
Products that have been assembled or partially assembled are not eligible for return.
Return requests must be submitted within 14 days of delivery.
Approved returns may be subject to:
- Original outbound shipping costs
- Return shipping costs
- Fees for missing parts or damaged packaging
Refunds will be issued only after returned merchandise has been received and inspected.
Original shipping charges are non-refundable.
Non-Returnable Situations
The following situations are not considered defects and are not eligible for free returns or refunds:
- Customer ordered the wrong size
- Customer changed their mind
- Customer entered an incorrect shipping address
- Customer says the bed has an odor
- Product does not fit the room or space
- Customer preference regarding color, texture, or style
- Minor cosmetic variations
- Natural wood characteristics
- Improper assembly
- Mattress, bedding, or accessory compatibility issues
- Normal wear and tear
Customers are responsible for reviewing all product dimensions, product descriptions, and photos before placing an order.
Customers are responsible for measuring their space prior to purchase.
Refused Deliveries
Refused deliveries are subject to:
- Original shipping charges
- Return shipping charges
These charges will be deducted from any eligible refund.
Fraud Prevention & Return Abuse
Custom Kids Furniture reserves the right to deny returns, refunds, replacement requests, or damage claims in cases involving:
- Insufficient claim documentation
- Claims inconsistent with provided photos
- Missing parts or packaging
- Improper assembly or misuse
- Products returned in used condition
- Repeated return or damage claims
- Suspected fraudulent activity
Returned merchandise is inspected upon arrival. Items returned under false damage or defect claims may receive partial refunds or claim denial.
Chargebacks & Payment Disputes
Customers agree to contact Custom Kids Furniture directly to allow an opportunity to resolve any issue prior to initiating a chargeback or payment dispute with their financial institution.
We are committed to resolving issues fairly and quickly whenever possible.
Contact Us
For all shipping, return, or damage claim requests, please Email help@customkidsfurniture.com.
Please include your order number and photos (if applicable) in your message to help us assist you as quickly as possible.