Customer Service
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If you have any questions or comments regarding our policies, sales or products, please contact us.
POLICIES
PRICE MATCH: If you find a product that is identical to one offered by Foam Factory at a price lower than ours, we will match that price and beat it by an additional 10 percent!
To qualify for the Foam Factory Price Match, the pre-tax gross cost of the lower-priced item must be less than the pre-tax gross cost of the corresponding Foam Factory product. Gross cost is the sum of the individual product’s price and its shipping cost. Price matching is done on a product-to-product basis, not for an entire order that includes multiple products.
If a competitor’s good is listed for $5.00 with $30.00 shipping, and Foam Factory offers the same item at $15.00 with $12.99 shipping, the gross cost of the competitor’s product ($35.00) is greater than the gross cost of the Foam Factory product ($27.99). Foam Factory will not match the product price because the item’s true cost is hidden in the elevated shipping charge, causing a greater gross cost than Foam Factory, despite the lower product price. Buying from Foam Factory would still be saving you money.
If a competing product is listed for $11.00 with $15.00 shipping and Foam Factory offers the same product at $15.00 with $12.99 shipping, the gross cost of the competing product ($26.00) is less than Foam Factory’s product ($27.99). Foam Factory WILL match the competitor’s gross cost in this situation and beat it by 10 percent as well, for a pre-tax cost of $23.40!
NOTE: Foam Factory only offers their “Meet and Beat” pricing against other companies. Foam Factory will match the price of products found on other sites they own, but the individual shipping policy of that site must also be used in conjunction with the product’s listed cost. A 10 percent discount on a price match is not offered for other sites owned by Foam Factory.
PRIVACY POLICY: Our Privacy Policy is designed to assist you, as businesses, consumers and the general public, in understanding how we collect and use the personal information you provide to us, and to help you make informed decisions when using our web site and all of our related services. To view our entire privacy policy, please visit the privacy page.
TERMS: To ensure accuracy, all orders are taken by fax, mail, or through our secure online shopping cart system. All orders will be processed once payment has been received.
CHECKS: You will be assessed a $25.00 charge for any checks returned by your bank because of insufficient funds or account closures.
MINIMUM ORDER: There is no minimum order in terms of price or quantity. However, all orders under $100.00 will be charged a flat shipping rate of $12.99. These shipping terms only apply to customers within the contiguous U.S. All other customers must hire their own carrier to pick up their order from our facility.
SHIPMENTS: Once payment is received, it will take 2-5 business days to process your order. All orders are shipped via UPS, unless specified otherwise, and will take an additional 1-6 business days, depending on your location.
RETURNED MERCHANDISE: Merchandise may not be returned after 30 days AND without our prior permission. When permission is given and the error in shipping was through no fault of Foam Factory, Inc., there will be restocking fee of 25%. The customer is responsible for all return shipping charges and the merchandise must be returned in factory condition. All returned merchandise will be inspected before any credit and/or refund is made.
SHORTAGES AND DAMAGE: All claims for shortages must be made immediately upon receipt of the merchandise. Claims for merchandise received in damaged condition must be filed at once.
MISTAKE IN SIZE: All foam dimensions are only accurate to within 1/2 of an inch for seats and cushions and 1 inch for mattresses. Soundproofing foam has an accuracy range of 2 inches. If any foam you order with specific dimensions is outside of this range, you will receive store credit after you return the foam in factory condition.
PRICES: Prices, shipping and availability are subject to change without prior notice. We reserve the right to make changes to our site for our products without notice. This may be due to market conditions, discontinuation of products, typographical, photographic or technical errors on our website. If you have ordered a product that is subject to a price or shipping increase, we will hold your order and inform you of the increase.
LOST PACKAGES?: Very rarely, shipments through UPS will become separated. If this is the case, Contact Us and we will give you the status of your remaining package(s). In most cases, you will receive the remaining package(s) the following business day.
IMPORTANT!!! Upon receipt of goods, we recommend that you unpack them immediately. Contents are packaged tightly, and will damage or warp if they stay within the compacted packaging for more than 14 days.
Exclusively for Memory Foam Mattresses and Toppers:
Guarantee: The Guarantee for delivered orders starts from the product's shipping date. If a return is made, there will be a 100% product refund, less any shipping and handling charges. The product must be returned in like-new condition, and any changes to the factory condition of the product will void the guarantee. This includes, but is not limited to reshaping, trimming, tears and stains. For in-store pickup purchases, the guarantee starts from the invoice date and products must be returned in factory condition. A refund of the product will be issued, and is subject to a 25% restocking fee. This fee is also in effect for delivered orders that are returned to the store in person. Please refer to the specific product page for length of Guarantee.
Warranty: The warranty covers defects due to faulty workmanship or materials and starts from the shipping date or invoice date for pickups. After inspection and Foam Factory's acknowledgement of product failure, defective products may be returned for replacement or repair. The customer is responsible for all shipping costs to return and receive the new product. Foam Factory, Inc. reserves the right to replace or repair the products with similar materials or equal or higher value that may not be an exact match to the original. The warranty does not include a normal increase in softness or body impression of 1-1/2 inches or less. The warranty will be void if the product is found to have been physically abused, damaged, soiled, infested or reshaped in any way. Warranty claims must be made by the product's original purchaser. Please refer to the specific product page for length of Warranty.
TERMS / DISCLAIMER
Price, Shipping & Availability changes: Prices, shipping and availability are subject to change without prior notice. We reserve the right to make changes to our site for our products without notice. This may be due to market conditions, discontinuation of products, typographical, photographic or technical errors on our website. If you have ordered a product that is subject to a price or shipping increase, we will hold your order and inform you of the increase.
Address Match: With regards to credit card orders, please be sure your bill to and ship to address matches what is on file with your credit card company. Invalid address information may delay your order.
Delayed/Late Shipments: Customer takes on full liability for safety and validity of delivery address given to us at the time of purchase. Foam Factory will not pay any forwarding costs on shipments.
Typographic, Photographic & Technical Errors: Although we will try our best to create our website to be 100% accurate, on occasion errors and inaccuracies do occur. If you encounter an error or inaccuracy, please call or email us about the mistake so that it can be corrected.
Warranty Disclaimer and Limitation of Liability: Foam Factory Inc will NOT have any liability to anyone for incidental or consequential damages, or any other liability, loss or damage arising out of or related to our products, even if Foam Factory or an authorized representative of Foam Factory has been advised of the possibility of such damages. Unless otherwise specified, all products are sold AS IS, and no warranty will be made as to the performance of our products. Foam Factory does not warrant that this website or the server that makes this website available are free of viruses or other harmful components. This disclaimer by Foam Factory does not in any way affect the terms of a manufacturers' warranty, if any. In no event shall Foam Factory Inc. total liability to you for any and all damages, losses and causes of action (whether in contract, tort [including, but not limited to, negligence] or otherwise) exceed the amount paid by you, if any, to Foam Factory for the specific merchandise at issue.