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Frequently Asked Question

Product

How is Cushie different from traditional sofa beds?

  • Traditional sofa beds are uncomfortable, heavy, and tough to clean — Cushie changes all of that. Our reimagined sleeper sofa design says “goodbye” to uncomfortable metal frames, thin, squeaky mattresses, and impossible-to-clean cushions.

  • Our innovative fold-out design allows Cushie to convert from a compact, modular sofa to a premium queen-size foam mattress in just four seconds. Cushie’s removable performance fabric cover is snag-proof, stain-proof, and machine washable, making it a pet-friendly and kid-friendly sofa that you can enjoy every day.

Is assembly difficult?

  • Not at all! Your Cushie sleeper sofa comes in six modular pieces so it’s easy to transport and set up in your space. Best of all, our special clipper technology means there are no special tools or technical expertise required for assembly — just click each piece into place. 

  • Our goal is to ensure a smooth and efficient assembly process without compromising on quality or durability. You'll be able to set up your new sofa bed effortlessly and start enjoying its comfort and style in no time.

Is Cushie pet-friendly?

  • Absolutely! Cushie is designed to be pet-friendly and stain-resistant. We understand that pets are part of the family, so we've taken special care to ensure our sofa bed is suitable for them. 

  • It is built with durable materials that can withstand the everyday adventures of your furry friends while being resistant to stains caused by spills or accidents. Additionally, our sofa bed is scratch-resistant, helping to protect it from pet-induced wear and tear. The removable and machine-washable cover allows for easy cleaning, ensuring a fresh and clean surface for both you and your pets to enjoy.

Is Cushie comfortable to sit on?

Yes, Cushie is designed with your comfort in mind. We crafted our cushions to offer a plush, sink-in feeling while providing plenty of support. We prioritized both style and comfort, ensuring that you can relax and unwind in utmost comfort on our sofa.

How long does it take to convert the sofa into a bed?

Cushie can be converted into a bed in just 4 seconds thanks to its innovative fold-out design — so you don't need any tools, skills, or herculean strength to set it up.

Can I use Cushie for everyday sleeping?

  • Yes, Cushie is designed for everyday sleeping. It offers exceptional comfort and support with high-density polyurethane foam comparable to premium mattresses. Its durable construction ensures it can withstand daily use. 

  • Whether you need it as a primary bed or for accommodating guests, Cushie provides a restful sleep experience and convenient versatility.

Is Cushie suitable for plus-size bodies?

Cushie is designed to comfortably accommodate a variety of body sizes, including plus-size individuals. The cushions are crafted with high-quality materials to provide resilience and support. We prioritize inclusive comfort and conduct rigorous testing to ensure our sofa meets high standards of weight capacity and durability. You can confidently relax and enjoy the comfort our sofa offers, regardless of your body type. Nevertheless, for optimal sofa maintenance, we suggest limiting frequent usage to a maximum of 450 lbs.

I just opened my Cushie cushion. Why is it out of shape/thin/wrinkled?

Cushie’s mattress arrives compressed for convenient transportation and minimized packaging. Upon unpacking, kindly give the sofa mattress at least 72 hours to fully expand and regain its optimal shape and comfort.

Shipping & Delivery

How much is delivery?

Good news! We offer free delivery on all orders. We believe that getting your furniture should be hassle-free and without any additional charges.

How long does delivery take?

We strive to deliver your Cushie sleeper sofa as quickly as possible. The exact delivery timeframe may vary depending on your location and stock availability. Typically, you can expect delivery within 2-6 business days of shipment.

How can I track my order?

To track your order, log in to your account, go to "Order History," select your order, and click "Track Order." For any assistance, contact our customer support team.

My items haven't arrived yet. What can I do?

If your items haven't arrived yet, please check your order's estimated delivery date. If it has passed, contact our customer support team for assistance.

How do I change my shipping address after my order has been placed?

We kindly ask you to contact our customer service at hello@cushiehome.com

Trial, Warranty, Return & Cancellation

What are your warranty and trial policies?

  • We're proud to offer a comprehensive warranty and trial policy for your peace of mind. Your Cushie sleeper sofa comes with a 5-year warranty, covering any manufacturing defects or issues that may arise. Should you encounter any problems during this period, simply reach out to our customer support team, and we'll be more than happy to assist you.

  • In addition to our warranty, we also offer a trial period to ensure your complete satisfaction. When you purchase your Cushie sleeper sofa, you'll have 60 days to try it out in the comfort of your home. If, for any reason, you find that it doesn't meet your expectations, you can return it within this trial period for a full refund. Please note that to be eligible for a return, you must have been using our Cushie Sleeper Sofa for a minimum of 30 days to allow your body to adjust to the sofa and the Sleeper Sofa should not have any tear and wear resulting from poor care. Please refer to our 60-day Trial Page for the full trial policy.

Can I cancel an order?

Yes, you can. To cancel your order, please contact our customer support team. Provide your order number and relevant details, and we'll guide you through the process. Keep in mind there's a timeframe for cancellations, and we'll assist you accordingly.

How do I return a product to Cushie?

  • We’re sorry your Cushie sleeper sofa didn’t live up to your expectations! At Cushie, we think returning a product should be straightforward. That's why we've made our return process as transparent as possible. Just contact our customer support team within 60 days of your purchase, and we'll guide you through the return and refund process. 

  • The procedure begins by ensuring that you've complied with our return policy requirements. This involves verifying your purchase confirmation, confirming the 30-day timeframe, and visually inspecting the sofa to ensure it aligns with our policy. Following this, we will coordinate a pickup at your location to complete the process.

How will I receive my refund?

Refunds will be processed using the same payment method used for the initial purchase. For instance, if your original payment was made with a credit card, the refund will be credited back to your credit card.

How long will it take to receive my refund?

Your refund will be initiated within 7 business days upon receipt of the returned product in its original packaging. The refund period encompasses the time needed for Cushie to complete the refund process. However, it does not account for any potential delays caused by banks/card issuers or shipping time in the case of cheque refunds.

Technical & Account

I need personal assistance with my order. Who can I contact?

If you require personal assistance with your order, please reach out to our friendly support team at hello@cushiehome.com. We will be more than happy to assist you with any inquiries, concerns, or specific assistance you may need regarding your order. Your satisfaction is our priority, and we're here to help.

How do I start a new account?

You can create an account by clicking “Log In” on our menu and selecting “Create Account” on this page. Submit your information and you should receive a confirmation email from us.

How do I update my account details?

After logging in, you'll be directed to your profile page, where you can modify your information. To save your changes, simply click 'save' once you're done. Alternatively, you can access the profile page by clicking on the login name link at the top right of the site.

Payment

What payment types do you accept?

We offer a range of convenient payment options to accommodate your preferences, including credit cards, debit cards, PayPal, and express payments such as Shop Pay, Google Pay, and Meta Pay. Additionally, we provide flexible installment plans through our partnerships with Affirm, Afterpay, PayPal, and Shop Pay.

How can I finance my purchase?

  • We offer multiple flexible financing options. You have the option to split your purchase into four interest-free payments, payable over six weeks. 

  • Alternatively, you can choose to pay in monthly installments over either a 6-month or 12-month period. Please note that these options come with interest charges. We aim to provide you with financing choices that suit your preferences and budget, ensuring that you can enjoy our furniture with ease and flexibility.

Others

How can I provide feedback about a product?

  • We love customer feedback! You can share your thoughts with us through two primary channels. 

  • Firstly, consider leaving a review on our website to share your thoughts and experiences, which can be incredibly helpful for other customers. 
  • Additionally, if you have specific feedback, questions, or concerns about a product, don't hesitate to contact our customer support team. They are readily available to assist you and gather your valuable input, ensuring your satisfaction with our products and services.

Is Cushie a safe online shop?

We understand shopping online can be a risk. Cushie is fully committed to ensuring a secure transaction process, safeguarding your privacy, and maintaining the confidentiality of your information. We take extensive measures to guarantee the security of your details and will not share them with any third parties. For a deeper understanding of our data protection practices, please refer to our Privacy Policy.

Will my information be safe with Cushie?

We want to assure you that your information will never be sold or shared with third parties. We place a high value on your privacy. You can find detailed information on how we safeguard your privacy in our "Privacy Policy" section.

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