Frequently Asked Questions
- MANUFACTURING & MATERIALS
- SHIPPING AND DELIVERY
- RETURNS AND WARRANTY
- ORDER MODIFICATIONS & CANCELLATIONS
- TRADE PROFESSIONALS
- SOFA BEDS
- KIDS AND PETS
- CARE AND MAINTENANCE
MANUFACTURING & MATERIALS
How long will it take to make my sofa?
Our production time fluctuates based on how busy our factory team is that specific day, week, and/or month. Generally speaking our production time ranges between 10 and 21 days. Please note that premium fabrics and leather orders will experience longer production times.
I heard you make sofas in 7 days?
Yes you did! BenchMade Modern set out to make truly custom sofas in just seven days. Since our feature in The New York Times, our order volume has skyrocketed and our factory team has had a tough time keeping up with our seven day promise. We’re in the process of growing our factory to decrease our production time more and more each week. We hope to return to a guaranteed seven day production time by mid 2017.
What are your sofas made of?
We custom build solid hardwood frames with wood responsibly harvested in the Pacific Northwest. We use polyurethane foam combined with layers of fiber for the utmost comfort. BenchMade’s cushions contain no flame retardants or harmful chemicals. We use water-based, low-VOC glues and stains whenever possible, and we consciously work to reduce waste and recycle materials. All of our upholstery meets, or exceeds, product safety standards.
Where are the sofas made?
Each sofa is made by hand in Los Angeles, CA.
What elements of my sofa can I customize?
You can customize the length of any sofa with by-the-inch sizing. You can also choose from 200 plus fabric, leather and leg options. On some collections, you can also customize your seat depth.
I love your styles, but I want something EVEN MORE CUSTOM than is available on your site. Can you make additional customizations?
Maybe! We’re happy to accommodate additional customizations when possible! Depending on the level of difficulty and/or deviation from our standard styles, additional customization fees usually range between $150 and $500. Custom fees are non-refundable. Custom orders and modifed styles are considered non-returnable.
To discuss and quote additional customizations, please email us at firstname.lastname@example.org or call us at 415.930.4400.
SHIPPING AND DELIVERY
How are the sofas shipped?
Shipping a sofa is a little more complicated that shipping a book or a pair of jeans. Our sofas are plastic wrapped and palletized and shipped via freight truck. A sofa may change hands between two to three different carriers before it reaches its final destination. When your sofa arrives at the local terminal closest to your home, the final delivery agent will call you to schedule a delivery appointment.
Will you carry my sofa into my house?
No, not with free standard curbside delivery. The delivery agents will leave your wrapped sofa on the curb of your home.
Yes, with white glove delivery. If you need the sofa carried into your home, for $250 you can upgrade to white glove delivery. With white glove delivery, the delivery agents will carry your new sofa into your home, unwrap it, assemble it, and remove any packaging waste.
How much does shipping cost?
Standard curbside delivery is always free. If you need your sofa carried into your home, please select the white glove option for an additional $250. With white glove delivery, the delivery agents will carry your new sofa into your home, unwrap it, assemble it, and remove any residual packaging waste.
Do I need to schedule a delivery appointment?
Yes. Once the sofa reaches the final local shipping hub, the final delivery agent will give you a call to schedule a delivery appointment. Delivery appointments are generally scheduled Monday through Friday 8am to 5pm. (Unfortunately, most delivery companies do not delivery on Saturday or Sunday.)
How long will it take for my sofa to arrive?
All of our sofas ship from our Los Angeles factory, meaning that orders to the West Coast tend to arrive quicker than orders to the East Coast. West Coast orders usually take approximately 4 to 8 days and East Coast orders take approximately 10 to 18 days. Please note that if you live in a highly remote area, your delivery may take 1 to 2 days longer.
Can I expedite shipping?
Sorry, but unfortunately we cannot expedite shipping.
Will you dispose of my old sofa?
No, unfortunately we can’t dispose of your old sofa for you.
Do you ship outside of the contiguous United States?
Yes! We offer complimentary curbside to the contiguous United States. We can also ship to Hawaii and Alaska. Unfortunately, we cannot offer a White Glove delivery option outside of the contiguous US.
Delivery fees for locations outside of the contiguous US are as follows:
Alaska: Plus 15%
Hawaii: Plus 20%
Canada: Please email email@example.com for a custom quote.
Please note that any order shipping to Hawaii, Alaska, or Canada is non-returnable.
What do I do if my furniture is damaged during shipping?
Sofas may be unintentionally damaged during shipping. All sofas must be inspected for damage at the time of the delivery. Any damage must be noted with the driver. Please take pictures if possible and do not accept damaged items. BenchMade Modern cannot be responsible for any damaged items accepted by the customer reported after the time of delivery. The only way we can file a claim with the shipping company is if you refuse it at the door. Please politely ask the drivers to wait while you unpack the furniture. It will be worth the wait and will save us all trouble later on.
RETURNS AND WARRANTY
What is your return policy?
BenchMade Modern offers a 100-day return policy. Full details on our return policy can be found here.
Do you offer a warranty?
We offer a lifetime warranty on our sofa frames. We also have a one year guarantee against manufacturer's defects. Full details on our warranty can be found here.
ORDER MODIFICATIONS & CANCELLATIONS
Can I modify my order once it has been placed?
Modifications requested within 48 hours of order
- No Fee
Modifications requested after 48 hours of order
- Subject to a 10% order-modification fee
*** Please finalize all order modifications within 48 hours of purchase. We begin manufacturing your piece immediately upon receiving the order and any changes during the manufacturing process result in lost time and materials.
This does not apply to orders on hold with a DFL status.
What is BenchMade Modern’s Cancellation Policy?
Orders are sent into production 48 hours after being placed.
If you would like to cancel your order for a full refund, you must do so within 48 hours of the order being placed or a 10% production fee will be applied.
Do you offer financing?
We certainly do! BenchMade Modern has partnered with Affirm to power our financing program. You can read more about financing with Affirm here.
Can I apply a discount when selecting Affirm financing as my payment method?
Yes! When Affirm is applied as your payment method, you can apply discounts up to 10% off. Unfortunately, due to the highly competitive loan terms, orders with discounts greater than 10% cannot be financed.
Do you offer a trade discount?
Yes, we do!
To learn more about our trade program and/or to fill out a trade program application please go to benchmademodern.com/tradeprogram.
Do you take COM orders?
Certainly! Just contact us and we’ll guide you on how much fabric to provide and where to send it. Please note your order will not start production until we receive the fabric. Production turnaround time will begin once we receive the fabric.
Can you make a sofa bed with a Twin Mattress?
Yes we can! If you’d like any of our sofa beds made with a Twin Mattress (instead of the standard Queen), shoot us an email at firstname.lastname@example.org and we can provide you with a quote.
Do you make sleeper bed sectionals?
Yes, we can turn most of our sectionals into a sleeper sectional. If you’re interested in turning one of our sectionals into a sleeper sectional, please send an email at email@example.com Please include the collection and dimensions that you are interested in.
KIDS AND PETS
Are your fabrics kid and pet friendly?
Yes! No matter which fabric you choose, if you have pets and/or kids, we recommend a medium to dark fabric. Lighter fabrics are naturally more susceptible small imperfections and stains. To minimize the appearance of shedding fur, we also recommend that you select a fabric that closely matches your pet's coat. For pet owners and parents concerned about durability, we specifically recommend our multi tonal fabrics which include Graham, Vince, Alina, and Zelda. All of our leather offerings are great for pets and kids as well!
For full cleaning instructions please head over to our Fabric Care page.