Our Guarantee To You
Your Happiness is very important to us. Haiku Designs takes every effort to insure our customers’ complete satisfaction on each and every order.
Haiku Designs goes to extraordinary effort to insure that each and every shipment reaches our customers in the best possible time, for the best possible price and in excellent condition. All shipments are carefully packaged and shipped fully-insured against damage. We use only the best carriers for our Truck Line Shipments. Fed Ex or UPS are used for all Ground Shipments. Please let us know how we can best serve you and make your shopping experience with us a good one.
Returns, Damaged and Cancelled Orders Policy
Most Orders can be cancelled up until the time of shipment for a full refund, with the exception of Copeland, West Bros and Saloom made-to-order Products and any custom designs. All Copeland, West Bros and Saloom sets are custom made to customer's exact requirements and may only be cancelled up to 72 hours after the order is placed. Orders for items created by these brands will be subject to cancellation fees totaling all hard costs incurred by Haiku Designs and restocking fees up to 20% as the items are only created for the order on hand. Any specially ordered sofas from Innovation Living may not be cancelled after the order is processed. The orders are made to the exact specifications of the customer and therefore will be charged in full when processed and may not be cancelled. Please contact us at 1-800-736-7614 for further information.
Any order cancelled after it has left the shipping warehouse will be refunded in full, less all shipping fees incurred as a result of the order. This includes the original shipping cost as well as any additional cost to get the item back to the warehouse. All orders cancelled after they have shipped are also subject to a 20% restocking fee.
"Rest Easy" Returns
If you are unhappy with your purchase you can send it back to us. Any non-custom order can be returned within 15 days of delivery for a refund of the purchase price less the original freight shipping costs. Return shipping and return shipping charges are the responsibility of the customer. Any item being returned must be in new condition and in its original packaging. The customer assumes responsibility for the return of the product in new condition. If a product is not returned in new condition, a refund cannot be issued.
A restocking fee may be charged for all returned products, whether shipped Freight or Ground. Returned products must include all parts. Mattresses, gifts and accessories shipped truck freight or UPS will incur a 20% restocking fee. Furniture may also incur a 20% restocking fee. In addition, customer is responsible for any storage fees, restocking fees, and added shipping costs accumulated as a result of customer choosing to refuse delivery or otherwise being unavailable to accept delivery. Refunds, after any accumulated fees, will be issued to the original credit card, within 7 days after return of goods and completion of transaction. For check and money orders, a refund check will be sent to you.
Custom made orders are not be eligible for returns. Please contact [email protected] for more information, or if you are planning to return an item. Haiku Designs must be notified before any items are returned.
All products are shipped fully-insured against loss or damage. In the unlikely event a product is damaged in shipment, you must accept the delivery, make note of the visible damages on the Proof of Delivery (POD) and contact Haiku Designs immediately. It is critical that you make note of any and all damages to the boxes, or the items inside them, when you accept the shipment. Haiku Designs will file and coordinate all damage claims with the shipping company. Shipments not noted as damaged on the delivery receipt are not eligible for damage insurance replacement. All damaged claims must be made within 48 hours of receipt of goods, so we are able to submit the claim with the carrier. Damaged goods cannot be returned for credit.
Damaged Shipments noted as Damaged on the Delivery Receipt will be replaced all, in part, or repaired to New condition, as needed, by Haiku Designs at no cost to the customer.
All shipping times are approximate. Acceptance of a freight or small package delivery is considered as an agreement to abide by the above stated return policy. On rare occasions, rural route, or out-of-area deliveries may be eligible only for curb side delivery.
Please contact our Customer Service Department at [email protected] with any questions regarding our return policy or any product return issues.
Shipping Address for all Returns:
Haiku Designs Warehouse
25977 SW Canyon Creek Rd, Suite G
Wilsonville, OR 97070
Furniture, Gifts and Accessories
1 Year Warranty
All furniture, gifts, accessories and framed art prints carry a warranty of one year against any manufacturer defects in workmanship or material. This warranty is in effect, beginning with the delivery of the product to the customer's address.
Mattresses and Futons
All mattresses and futons carry a manufacturers warranty against defects in workmanship and materials. All warranties cover the item or parts to be replaced and not any associated transportation costs, if needed. Warranties start at time of purchase and are non-transferable. Any Law tag must not be removed from the mattress as this label identifies the product regarding warranty.
Haiku Designs will determine if an issue is the result of defects in the workmanship or materials. All warranty issues must be presented with a digital photograph clearly depicting any defect and the original invoice.
As with all premium sleep products, certain body conformity adaptations will take place over time, this does not indicate any type of structural failure and is considered normal use. It is important to flip futons and hybrid futons on a monthly basis for the first few months to insure evenly distributed compression. We do not warranty our products as a cure for any specific medical condition.
Warranties do NOT cover the following:
* Damage caused by inappropriate foundations.
* Damage caused by excess moisture
* Damage caused by excessive weight
* Fabric or other material stains or burns
* Normal Body signatures of 1.25” or less
* Future firmness preferences
Haiku Designs reserves the right to refuse warranty service when a product is found to be in an unsanitary condition, when the product has been physically altered or when the product failure is due to causes other than defective workmanship or materials. All product warranties are valid only to the original purchaser of the product as indicated on the original sales invoice.
The terms and service described here and regarding all warranties shall be the consumer’s sole and exclusive remedy.