Customer Service

What are the shipping rates and options?

We ship all over the United States. Shipping is calculated based on location at checkout. Basic shipping includes prior scheduling and curbside delivery. You will be responsible to unpack and bring your merchandise inside. Your shipping can be upgraded to Silver Level ($140), which includes inside, first threshold delivery; or Gold Level ($160), which includes inside delivery, up to two flights of stairs, and unpacking/debris removal. Email your request for upgrade and your order number to info@coolsofa.com.

How long will shipping take?

Once your item has been manufactured, shipping will also usually take 7 to 14 days (depending on what state the shipment is going to). A local carrier will contact you when your item is ready to be delivered and schedule a convenient time for your delivery. For local deliveries (Los Angeles, Orange, and Riverside counties), we strive to deliver as soon as 1 to 2 weeks. Shipping times may vary depending on your geographical location. CoolSofa does not guarantee exact delivery dates. Final delivery time will be arranged with the CoolSofa delivery agent once your furniture arrives in your area.

How can I track my order?

You can contact us 24 hours a day, and we will provide you with the most up-to-date progress. You can get a status report by contacting us via info@coolsofa.com. Tell us your order number, and we track your order and respond within 24 hours.

What is the warranty on CoolSofa products?

Our furniture comes with a full manufacturer’s warranty. Frames have a lifetime warranty against defects in material and workmanship.

The foam has a 5-year warranty against defects in workmanship, such as tearing or collapsing. However, this will not apply if the defect is caused by normal usage.

Suspension system has a full lifetime warranty against tearing or separating from the frame under normal household use.

Upholstery and fabrics are designed and engineered for sitting or lying down. It is not intended for standing, jumping, or bouncing. These uses may result in damages, which will not be covered under warranty. Improper cleaning of upholstery is not covered by this warranty; we recommend testing in a conspicuous area first when applying any cleaning products.

CoolSofa warranty only applies to the original purchaser from the date of purchase against defects in material or workmanship. (Defects mean imperfections that impair the utility of the product.) If the furniture component is defective within the warranty period, CoolSofa will replace it at no charge. Labor charge is not included and will be assessed at the time of claim. Any shipping fees will be at original purchaser’s own expense. CoolSofa warranty applies under normal-use conditions. It will not apply to defects that result from negligence, intentional damage, unreasonable exposure, or use.

What is your changes and return policy?

If you have ordered a custom-made piece of furniture, any changes to your order must be made within 48 hours. Returns must be made in 30 days of original order date and a 30% restocking fee is applicable to any and all returns or cancellations.

CoolSofa is not responsible for return shipping charges.

All returns or exchanges are subject to a 30% restocking fee.

What do I do if my furniture arrives damaged?

Please inspect your order upon delivery. If for some reason it is damaged, please note it on the bill of lading and refuse delivery of shipment. Please contact us immediately at (800)-557-9424 or email info@coolsofa.com if your merchandise arrives damaged. In the event of receiving damaged goods, we will process a replacement order at no charge. CoolSofa is not responsible for any order issues not immediately recorded on the bill of landing.

CoolSofa is not responsible for merchandise that its damaged after the delivery of shipment has been accepted. Take caution when you are un-packaging and setting up your merchandise. Coolsofa is not responsible for any merchandise that has been damaged by recipient.

What forms of payment do you accept?

We accept Visa, MasterCard, Discover, and American Express, as well as personal checks and money orders. Please send check payments: c/o CoolSofa.com 2870 S Harbor Blvd Santa Ana, CA 92704

How do I change or cancel my order?

You can change or cancel your order by calling (800) 557-9424 or emailing info@coolsofa.com.

Due to our rapid manufacturing time, order changes must be made within a 24-hour time frame from when the order was placed. Cancellations will only be accepted up until 48 hours after you placed your order. Because our sofas are custom built to meet your specific order, we cannot offer refunds. In special cases where manager may be able to authorize a refund, a 30% restocking fee will be applied, plus shipping charges including the actual return shipping charge. CoolSofa is not responsible for any delivery charges.

What forms of payment do you accept?

We accept Visa, MasterCard, Discover, and American Express, as well as personal checks and money orders. Please send check payments: c/o CoolSofa.com 2870 S Harbor Blvd Santa Ana, CA 92704

How can I get more product information?

You can visit our Factory Showroom in Santa Ana or peruse our selection online. A Customer Care Representative is available by calling (714) 556-9898 during business hours or by emailing info@coolsofa.com anytime to answer any questions you may have.

How can I get a sample of upholstery fabric?

Please visit our Fabrics Swatches page to request free swatches to be mailed to your home or office. Please allow 7 to 14 days for your swatches to arrive. Overnight swatch service is available for $30. Please contact us at (714) 556-9898 for any additional questions.

You have products that feature fabrics that are not under the "Fabric Swatches." Can I get my sofa in any fabric?

Yes, we have some products featuring fabrics that may or may not be in stock. Our factory has hundreds of fabrics to choose from, however, fabrics become unavailable for many reasons. The fabrics featured under our Fabric Swatches are ones that are readily available to us. If you see a product with a fabric not featured under our swatches and you wish to use that fabric, you are more than welcome to contact us and see if we are able to accommodate you. Additional costs may apply.