Frequently Asked Questions:
How do I shop at Knox Foam?
There are several ways for you to shop at Knox Foam. You can browse our online store by clicking on the
tabs
at the top of every page or go straight to the category on the left side of the page. From there, you can browse
through the categories to find the type of product you are
looking for, or you may use our Product Search bar to quickly
find a specific product. You can always return to our main page
by clicking Home on the left end of
the tab bar. If you do not see what you need or you feel
more comfortable talking to a person, you can call us at
1-800-967-9523 during business hours and we can take your order
over the phone.
Do I have to log in and create an account before I order?
No, you do not have to create an account to place an order. However, we recommend for you to create one so you can get the full benefits of using our site. Once you create an account you do not have to reenter your information the next time you place an order. Also, you can keep track of past orders.
Is it safe to use my credit card online?
Yes, it is absolutely safe. Our site utilizes Secure Socket
Layer (SSL) technology. When you place your order online,
your credit card information is encrypted before it is
transmitted over the Internet. It cannot be read as it travels
over the internet. You will know when you are in secure mode
when you see the lock at bottom of your browser window. Rest
assured, when you do business with us, we do everything possible
to ensure the greatest possible protection for our customers
information.
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Do you have a money back guarantee?
Knox Foam offers a 30 day
money back guarantee on most of its products except custom
orders. There are no refunds or exchanges on any custom made product. If you do choose to send back an item that is returnable, you are responsible for shipping charges and
in some cases, a restocking fee will be applied. On some
products like our Memory Foam Mattresses we offer a 60 or 90 day money
back guarantee. For more information please see Return
Policy.
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Do you charge sales tax?
We are required to collect sales tax on orders that are placed by Tennessee
residents only. Currently this tax amount is 9.25%.
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How long does it take to receive my order ?
If your order is a non-custom item, expect your order to arrive in 7-10 business days. If your order contains custom made items, generally expect it to arrive in 2-3 weeks. However, due to the nature of our products, time of season, and size of order it can take 2-6 weeks for custom made items.
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What are the dimension tolerances on the custom made products ?
Due to the nature of the materials we use and size of some of our custom made products, we allow ±1/4"-1/2" tolerances Small products such as seat cushions and pillows, will generally have less than ±1/4". However, when we start dealing with a very long or very wide product, the tolerance can increase up to ±1/2". Also, the type of fabric will effect the tolerance Some fabrics stretch very easy and are very difficult to sew. Generally, custom cut foam will have a tolerance of ±1/4". We do our very best to give you a finished product that is the exact size you need but we simply deal with to many fabric types, foam types, product size and product shapes to have any less tolerances.
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What are your shipping
policies?
We offer Free shipping on all or our online
products. We feel this makes it much easier to make the
purchase because many companies offer attractive prices to get a
customer to purchase then add inflated shipping and handling
charges to the end of the sale. For more information please
see our Shipping Policies
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How do I change or
cancel my order?
All orders are processed within 24 hours from the
time they are placed. If you need to change or cancel your
order, you will need to notify us by phone at 1-800-967-9523
within this 24 hour period to have the best chance at catching the
order before it is shipped. We do not accept emails for canceling orders. We receive so many emails that there is a chance that a canceled order could get lost. If you are trying to cancel a custom made item and we have already started making it, it can not be canceled. For more information please see
our Changing/Canceling an order.
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How can I track
the status of my order?
Orders shipped by UPS can be
tracked here. However, for orders that are not shipped by
UPS, you will need to call our customer service department at
1-800-967-9523 to obtain tracking information.
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What if I want
to return an item?
Most non-custom items may be returned within 30 days of
receipt for a refund or exchange. You will be responsible
for shipping and handling charges. The item has to be returned in
as new condition. A return authorization number is required for
all returns. Please contact our Customer Service Department via email or at 1-800-967-9523 to receive a return authorization number.
Returns will not be accepted without proper return authorization
from our Customer Service Department. For more information please
see Return Policy.
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Is your foam and fabrics flame retardant?
There is a big misunderstanding in our industry with the words "Flame Retardant". Many people think that it means "Fire Proof". This could not be further from the truth. Fire Proof basically means something will not burn. If a product is "Flame Retardant" it simply means the product has been treated so that it will burn slower than if the product had not been treated. The product will still burn. The product may be labeled that it meets a certain code or bulletin like CA-117. This means that the product was burn tested and has passed the test by meeting the test standards in the code or bulletin. They are many codes and bulletins all of which have different standards. Bulletin CA-117 is the most popular with furniture foam and fabrics. All the foam and fabrics that we sell are flammable. Some are treated with flame retardant chemicals to pass Bulletin CA-117 and some are not. If they meet Bulletin CA-117 it will be stated on our web site. However, please do not get a false sense of security because a product is flame retardant. The safest measure you can do is Keep all foams and fabrics away from open flames, sparks, and heat sources. Failure to do so can result in serious injury and/or death.
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Do you have a
finance plan?
We do not currently offer any
finance plans. Sorry for the inconvenience.
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What if I have
trouble with your web site?
If you experience trouble with our
web site or have suggestions for improvement please call us at
1-800-967-9523 or contact us by e-mail.
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What are your
business hours?
Our online store is open 24 hours a
day 7 days a week. However, our main store business hours
are from 9:00am - 5:00pm Monday-Friday EST. and we are closed on major holidays.
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