FAQ

Shipping & Delivery

Q: Where do you ship?
A: We currently ship within the United States only.

Q: How long does shipping take?
A: Total delivery time = processing time + transit time.
- Processing time: 1–3 business days after payment is confirmed.
- Transit time: typically 6–11 business days after shipment.
Delivery times may vary due to carrier delays, weather, and holidays.

Q: Do you ship oversized items via freight?
A: Some oversized items may ship in multiple packages and/or via freight delivery depending on size and weight. If freight delivery is required, the carrier may contact you to schedule a delivery appointment.

Q: How can I track my order?
A: After your order ships, we email you tracking information. You can also use our “Order Tracking” page with your order number and the email/phone used at checkout.

Orders, Changes & Cancellations

Q: Can I cancel my order?
A: You can request cancellation as soon as possible after ordering. If your order has not been processed or shipped, we can cancel it and issue a refund. Once shipped, cancellation is typically not possible.

Q: Can I change my shipping address after ordering?
A: Address changes may be possible only before the order is processed or shipped. After shipment, carriers may charge fees for rerouting, and changes may not be possible.

Payments & Taxes

Q: What payment methods do you accept?
A: We accept major credit/debit cards (including Visa and Mastercard). Available options at checkout may vary.

Q: Will I be charged tax?
A: Sales tax may apply depending on your shipping address and will be calculated and shown at checkout where required.

Returns & Refunds

Q: What is your return window?
A: You may request a return or exchange within 30 days of the delivery date, subject to eligibility requirements.

Q: How do I start a return?
A: Contact us with your order number and reason for return. For damaged/defective/wrong items, include photos/videos. If approved, we will provide an RMA number and return instructions.

Q: When will I receive my refund?
A: Refunds are issued after the returned item is received and inspected. If approved, we process refunds within 1–5 business days. Banks/payment providers may take 5–10 additional business days to post the refund.

Q: Which country for return shipping?
A: We cover return shipping (or provide a prepaid label when appropriate) for damaged/defective items or wrong items received. For change-of-mind returns, the customer is responsible for return shipping, and original shipping fees (if any) are non-refundable.

Damaged, Missing, or Incorrect Items

Q: What if my item arrives damaged?
A: Contact us immediately and provide photos/videos of the damage and packaging. We will assist with a replacement or refund as applicable.

Q: What if I received the wrong item or parts are missing?
A: Contact us with your order number and photos of what you received. We will help resolve the issue.

Warranty

Q: Do your products come with a warranty?
A: We provide a limited warranty for manufacturing defects under normal residential use. Please see our Warranty Policy for details.

Still need help?
Tel: +1 248-534-0575
Email: info@couchnook.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Central Standard Time, CST)