Terms and Conditions of Sale
Due to the custom nature of our business we have found it necessary to implement some terms and conditions for your review. Please look over our terms carefully, as they most likely will apply to your order with us.
Order Cancellation
There can be no cancellations of custom foam or cover orders once they have been placed with our company. Due to our streamlined production schedules, once orders have been placed with us, the fabric and/or foam will almost immediately be cut and prepared for sewing and production. Non-custom products may still be cancelled, if within our 24-hour cancellation period.
Returns
There are no returns or exchanges on custom foam or custom cover orders. Please, triple check your measurements and fabric choices for accuracy before submitting an order. However, if your order arrives with a defect please notify us within 10 days and we will issue a call tag to have the item picked up and we will repair or replace the item at no cost. Non-custom product orders can still be returned, if within our 30-day return period. A 15% restocking fee will apply for returns of standard items and the customer is responsible for return shipping charges.
Custom Foam Orders
We have a ±1/4" tolerance when cutting our foam. Due to the flexibility of foam, it makes it difficult to cut within a lower tolerance. The flexibility of the foam does have an advantage when it comes to cutting because if you cut it a little larger, it will compress and in most cases will fit where it needs to go. So, with foam it is always better to have it slightly larger than having it to small. Our foam buns only come in certain sizes and if the requested size is larger than our foam bun, we will have to glue the foam together to achieve to desired size. Also, odd shapes and thicknesses may have to be glued. Glue seams do not have any bad effects on the foam and if done properly will be stronger than the foam itself. There are no returns or exchanges on custom foam orders. When placing your order please triple check your dimensions and foam type before submitting your order.
Custom Cover Orders
All of the covers we make are made by people and plain sewing machines. There is no computer operated equipment in any process of making our covers. Each cover has its fabric laid out and cut by hand and carefully sewn. Due to the nature of fabrics, each fabric type sews differently. Some fabrics stretch more than others and some only stretch in one direction. Some fabrics shrink after washing and some do not. This creates a difficult situation when sewing fabrics. Since we have so many types of fabrics to choose from, there is simply no way we can know how every fabric type will react in every situation. Ideally a cover needs to fit snug around the foam so the cover does not have any wrinkles and looks tight. However, a cover that fits snug when it is made may be to small after it has been washed. Another problem is what people consider tight or loose. Some people may look at a cover and say that looks nice and tight and another person may look at the same cover and say that it fits loose. So, this is the problem we face when we make custom covers. Our years of sewing experience help us with most of these situations and we are able to make covers that exceed most people's expectations. We take pride in our workmanship and do everything possible to please our customers but our customers need to understand that there are limitations on what we can and cannot achieve with our custom covers. There are no returns or exchanges on custom cover orders.
When placing your order please triple check your dimensions, fabric type, and fabric pattern before submitting your order.
Custom Pillow and Pillow Insert Orders
Although there is no exact method of stuffing a custom size pillow, we try to offer the customer a choice of how much stuffing they would like in their pillow. The amount of stuffing will change the finished size of the pillow. When the stuffing goes in it begins to make the outer dimensions of the pillow smaller because the fabric is being pulled up as the pillow gets thicker. This creates a problem when determining what size the pillow needs to be cut to end up with the size pillow that is desired. For example, if a customer orders a pillow that is 20" x 20", we cut the fabric 20" x 20" and sew it together. Depending on the amount of stuffing, the pillow size could end up anywhere between 17" x 17" to 19" x 19". We offer three different stuffing amounts, please keep in mind that there is no exact method for stuffing and we simply hand stuff the pillows to end up with the desired look. Under Stuffed: When we under stuff a pillow we are trying to archive a look that is somewhat flat and may have some wrinkles in the pillow. A general rule of thumb is to add 5% to your dimensions to end up with the size pillow you need. Regular Stuffed: When we regular stuff a pillow we are trying to archive a look that the pillow has just the right amount of stuffing. The pillow needs to look like it is full of stuffing but not too full. A general rule of thumb is to add 10% to your dimensions to end up with the size pillow you need. Over Stuffed: When we over stuff a pillow we are trying to archive a look that the pillow is very tight and the fabric has almost a stretched look. A general rule of thumb is to add 15% to your dimensions to end up with the size pillow you need. People often ask us why we do our pillows this way and the reason is that when people measure a pillow sham to get a pillow insert, they measure what the pillow sham measures out when it is flat and nothing in it. There are no returns or exchanges on custom pillow or custom pillow insert orders.
When placing your order please triple check your dimensions, fabric type, and fabric pattern before submitting your order.
Flammability
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. There 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.
Price And/Or Description Changes
All prices, descriptions, and pictures on Knox Foam's web site and any of our other publications are subject to change. Knox Foam maintains no responsibility for errors done inadvertently. In the event of any typographical errors on our web site or publications, Knox Foam reserves the right to cancel or refuse orders at its sole discretion.
These terms and conditions are a brief summary of the information on our Help Desk pages. To have a full understanding of our company please read over all of our information on our Help Desk.
By submitting your order with us, you are confirming that you have read and agree to our terms and conditions set forth on this page.
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