Frequently Asked Questions
What's your return policy? What's the meaning of life? Why did the chicken cross the road? So many questions out there, some of which we're better suited for tackling than others. If you have any Medley-related questions that you can't find answers to on our website, feel free to reach out to us directly.
Choosing Medley Furniture
We’re a tiny team on a mission to make living more comfortable with furniture that’s better for our planet and our homes. Our furniture is made with sustainably-sourced, eco materials and without harsh chemicals and fire retardants, and each piece is built by hand at Medley’s workshops in the USA with special expertise and care. We’d say we're pretty different from most furniture companies for all these reasons. We break this down in detail here, and for more about Medley, go here.
Quality is a top priority for us—that’s why we build our pieces by hand with top-notch materials. Our talented production team boasts 170 years of combined experience making furniture, bringing every Medley piece to life with special expertise and care. We’re confident that our furniture will last a lifetime (and then some), and to back this up, we offer a lifetime warranty on our alder hardwood frames. You can read more about our commitment to quality here.
We pair premium materials, thoughtful design, and expert craftsmanship to guarantee exceptional comfort and support for all our pieces. Our durable, solid hardwood frames offer a sturdy base for cushions filled with comfy, CertiPUR-US®️ certified high-resilience poly foam, certified organic Dunlop natural latex, and /or responsibly-sourced down filling for extra softness and squish. We’ve been exploring materials and construction for the last 18 years and care deeply about your Medley piece making you happy.
We are online-only, and we offer an in-home trial for all of our products to make sure you love what you buy.
We're confident your furniture will last as long as you need it to, but just in case, we offer a lifetime warranty on our frames, a 20-year warranty on mattresses, a 10-year warranty on filling, and a 5-year warranty on fabric upholstery. Lifetime guarantees apply to the original owner. Visit our warranty page for more detail.
30-Day Trial and Returns
We have an in-home trial for all of our products to make sure you love what you buy. If you’re not satisfied, let us know within 30 days after you receive your order by emailing firstname.lastname@example.org—we'll then coordinate a pick up, ship the product back and, once it's received by us in good condition, issue you a refund minus the original shipping cost you paid on the order. Easy breezy. If the reason for the return can be addressed via an alternate solution, we may offer a more eco-friendly fix —but if you're not satisfied, we'll gladly process the return for a refund.
Ready to ship items fall under our regular return policy. We’re not able to accept returns on clearance items. Please ask to see any blemishes before purchase (if applicable).
Any furniture ordered with a non-stocked fabric is subject to a 20% restocking fee if cancelled, changed or returned. We are unable to accept returns for orders with customer's own material (C.O.M.) after 7 days from your order date.
We accept returns for any standard customization offered on our site, as well as length changes, cushion number, and leg height. We are unable to accept returns beyond these modifications or for orders with customer's own material (C.O.M.) after 7 days from your order date.
Due to legal limitations, we do not allow returns for bed mattresses. Sofa beds that have mattresses may be returned.
We ship all over the world, but purchases outside the continental United States cannot be returned. Purchases for Hawaii and Alaska can be returned, but customer pays return costs.
Please measure and make sure your item will fit into your space ahead of time. We recommend using tape to mark out your space for length, width, and height before placing your order. It can be a little tricky for large pieces and awkward corners, but it’s always worth it to plan ahead. If you’re unsure about the piece fitting through a doorway or stairwell, you can email us at email@example.com and we’ll help you take measurements. We charge a 20% restocking fee to exchange or return any item that is unable to be delivered due to sizing/fit issues.
Delivery fees are not refundable on any order that has shipped and is then cancelled or returned.
Orders under $10,000 that are cancelled or altered after 7 days of purchase are subject to a $175 fee. Orders over $10,000 (after discount, before shipping and tax added) have a 20% fee for changing, cancelling, or returning after 7 days of purchase. Any furniture ordered with a non-stocked fabric is subject to a 20% restocking fee if cancelled, changed or returned after 7 days of purchase.
Any furniture ordered with a non-stocked fabric is subject to a 20% restocking fee if cancelled, changed or returned. We are unable to accept cancellations for orders with customer's own material (C.O.M.) after 7 days from your order date.
Delivery fees are not refundable on any order that has shipped and is then cancelled or returned.
Shipping and Delivery
At Medley, each piece is made by hand with care and precision and ships directly to you from the US based manufacturing facility. You can view an item's expected delivery date on each product page. Some modifications or a choice of leather will typically add 1-2 weeks in production time. Our mattresses take 2 weeks to manufacture, plus shipping.
After you place your order, you’ll receive an email with an estimated ship date. Shipping delays are subject to carrier lead times outside our control. If for some reason an issue arises that will cause a longer lead time, we will be sure to alert you right away. Deliveries to zones that are outside of metropolitan areas may result in additional shipping time.
If you have a specific timeline in mind, please email firstname.lastname@example.org to make sure we can meet your target date.
You can track your order on this page for the most current timing, or you can email us at email@example.com and we'll be in touch within 48 hours to provide an update. Keep in mind, the estimated shipping date assigned to your order is the expected week manufacturing will be completed and shipped from our warehouse. If paying by ACH or check, items will be prepared to ship once full payment is received.
You can track your order on this page. Once your order is placed, your order will be placed into our queue. Updates will be provided via email and by checking this link.
We ship to every state in the US and Canada frequently, and can arrange to ship to almost anywhere else in the world. For Canada, Hawaii, Alaska or other countries, note that the standard is not White Glove service and the furniture will be dropped off fully packaged inside your front door. If you live in a building, this means it will be left in the lobby. If you require more of a full service, please contact us to see if it's possible in your location.
To see shipping costs, you can add product to your cart and enter your zip code. If your location isn't available, please email us at firstname.lastname@example.org. If you have any questions about timing, service, or destinations, we can look into these options for you.
We continue to monitor and respond to Covid’s challenges and prioritize employee safety. This includes following recommended precautions and best practices per CDC guidelines. We’re still making furniture by hand with care and precision like the before times, but the pandemic continues to have constraints on the entire furniture industry and the supply chain is slower than normal. While we offer white glove delivery service as a default, you can request the delivery carrier to leave your furniture outside your place or just inside the front door—whatever you’re most comfortable with.
Larger Medley furniture ships assembled through long-haul and local delivery teams and cannot be delivered by common carriers such as USPS, UPS, or FedEx. We offer white glove delivery through freight carriers to make sure you have the best experience possible. The carrier will place your product into any room and remove the packaging. This does not include assembly. If you are more comfortable with the delivery crew leaving the furniture outside your place or just inside the front door, you can specify this with them.
White glove delivery means the carrier company will place your delivery into any room and remove the packaging. It does not include assembly. If you are more comfortable with the delivery crew leaving the furniture outside your place or just inside the front door, you can specify this with them.
Medley uses specialized freight carriers because items ship mostly assembled. You’ll be called ahead of time to schedule the day and time of your delivery. The carrier will reach out directly to find a time that works best for you.
If you have more than one item in the same order, we will ship them all at the latest lead time by default. If you would like us to ship the items separately based on their individual lead times, please let us know at the time of purchase. We can arrange to split ship your order for a charge of $150 (per shipment) for any additional White Glove delivery.
As soon as your order is scheduled for shipment, our Medley team will send you the shipping carrier's tracking details for your reference. Once your shipment arrives in your local region, the last-mile carrier will contact you to schedule the day and time of delivery. You can reach out to the delivery company directly, or you can email Medley at email@example.com. Please allow 48 hours for our team to reply.
Please measure and make sure your item will fit into your space ahead of time. We recommend using tape to mark out your space for length, width, and height before placing your order. It can be a little tricky for large pieces and awkward corners, but it’s always worth it to plan ahead. If you’re unsure about the piece fitting through a doorway or stairwell, you can email us at firstname.lastname@example.org and we’ll help you take measurements. If an item doesn’t fit into your space, we charge a 20% restocking fee to exchange or return any item that is unable to be delivered due to sizing/fit issues.
If you discover damage upon delivery, make a note with the delivery company and take pictures, then accept the delivery. If you discover damage after the truck has left, email us at email@example.com within 24 hours along with photos and any other information you can provide. Since each situation is unique, we will assess the damage and suggest the most helpful and timely way to resolve the issue for you.
Beds and dining tables can require simple assembly. Our sofas do not require assembly unless the legs are 7" or longer. These may be shipped separately, and are easily screwed into the bottom of the sofa or sectional. We can also provide assembly instructions ahead of time for additional preparation if requested.
Materials and Construction
Our furniture is built in Portland, OR and Los Angeles, CA, and our mattresses are made in Chicago.
The materials we make our furniture from are not made with fire retardants or other harmful chemicals. We use FSC-certified solid wood for our frames, natural jute webbing, zero-VOC glues. and organic lining and pillow casings. We also offer many organic fabric choices for upholstered products. Learn more about our materials here.
Our materials are certified by OEKO-TEX® 100, CertiPUR-US®, Global Organic Latex Standard, Global Organic Textiles Standard, GreenGuard Gold, and Forest Stewardship Council. Many of our fabrics are certified organic. You can learn more about the materials we use on our materials page and fabrics page or email us with any specific questions. We consider transparency important and want to let you know exactly what is going into your home.
Off-gassing is the airborne release of a chemical into vapor form. Off-gassing occurs when new, manufactured items release volatile organic compounds (VOCs) and other chemicals into the air we breathe. Many companies will tell you that everything off-gasses, but some fumes are more harmful than others. Our natural latex and wool are considered to be non-off-gassing, but depending on several factors can have a distinct smell for sensitive people that dissipates over a short amount of time. While our standard poly foam is made from polyurethane, it is made without chemicals like fire retardants and formaldehydes. So while it's not a 100% natural material like the natural latex we offer, it's the healthiest version of poly foam available on the market. This is considered low-VOC (less than .5 parts per million), and technically it does have off-gassing. Importantly, almost all of the off-gassing occurs between right after the materials are produced and a couple of months afterwards, well before they are in your home. Because wood is a natural product, our woods do not off-gas. The finishes used are all non and low- VOC waxes and stains.
All synthetic foams are not created equal. Optimally we would only carry natural latex, but because the material is expensive and more labor-intensive to build, we offer a CertiPUR-US®-certified polyurethane foam. It is the cleanest synthetic choice on the market and better than other available polyurethane foams because the material consistently meets updated emissions and durability standards. CertiPUR-US® is made without unwanted chemicals like flame retardants and formaldehyde. This material provides a medium-sit and holds it shape for years and years to come, providing comfort and durability.
A latex allergy is most often caused by the sap proteins in rubber trees. The most common latex allergy is from skin contact with gloves or other latex products. Since our natural latex is wrapped in wool, cotton, and then fabric, there won't be any direct skin contact. Some people have an allergic reaction to natural latex by breathing in latex particles, but this is very rare. If you are allergic to latex through a skin allergy, you should be safe to order this product, but you may order a latex sample to test. If you have a respiratory latex allergy, we recommend you opt for the CertiPUR-US® certified poly foam option.
We hired an eco materials specialist to do a comprehensive review and analysis of all the materials used in our furniture. They confirmed that our procedures and materials do not qualify for the necessity of a prop 65 label. According to the California Office of Environmental Health Hazard Assessment, the lead agency for implementation of Prop 65, a business is only required to provide warnings for knowing and intentional exposures.
Customization and Samples
We do, and for free! Click here to get in touch with one of our furniture stylists.
Once orders are placed, they go into our queue to be made. If you'd like to get your order started but need a little more time to confirm your fabric, you can select our ‘Decide Later’ option and check out. We will then start coordinating the materials for your order and prepping the frame. If you select your fabric within 6 weeks of placing your order, we'll be able to ship within the lead time stated in your cart (pending no delays). If you select your fabric after 6 weeks of placing your order, please contact us to receive an updated lead time.
You can provide your own fabric for any of our upholstered furniture pieces. We’ve provided a tool for you to price out this option on our product pages by selecting the "C.O.M." fabric option when customizing your furniture. This will also provide you with information on how many yards of fabric you’ll need to provide for our team.
We do not offer a reupholstery service, but do encourage you to find a local upholsterer if you would like to extend the life of your furniture piece (we think that’s really cool!) We don't offer slipcovers for our upholstered goods, but most of our cushions have a zipper and are removable. Some can be washed according to fabric guidelines and laid flat to dry. We can also typically accommodate requests for things like arm covers.
On each product page there are standard options to choose from such as: fabric, legs, filling, layout, etc. We then offer modifications for features like length and seat depth. Finally, we can make additions such as tufting, varied seam changes, or other easier modifications. We don't typically offer full custom pieces, but if you have an idea in mind, please send it our way and we'll see if it's something we can do for you.
Payment and Trade Discounts
We sure do! Our partnership with Affirm offers monthly payment plans available from 6 to 18 months, and 0% interest for those that qualify. You can click here to learn more.
Yes! You can select this option at the Checkout. Please reach out regarding any needed details for either type of payment type.
We love working with designers, architects, project managers, and anyone else in the trade. We offer exclusive savings on all Medley orders, and if the order is larger in volume we can extend an additional discount. Please contact us to specify the project and we can get things going from there. To set up a Trade account, you can visit this link. We look forward to working with you!