How do I return or exchange a SoftFrame product?

We accept returns (except on custom or personalized orders) within 14 days of delivery with proof of purchase. If your order was delivered within the last 14 days, please email customerservice@thesoftframe.com to arrange a return or exchange on your order.

What is your return policy?

Non-custom items in new condition may be returned for a full refund (minus return shipping cost*) or exchanged within 14 days of the delivery date. Buyers are responsible for return shipping cost. Custom orders, including the Ultra SoftFrame, may not be cancelled, exchanged or returned.

To receive a refund, the item MUST be in new condition and returned without:

  • Hair or fur
  • Signs of wear, washing, or improper care
  • Damage or stains

Please contact customerservice@thesoftframe.com for assistance.

All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded.

If approved, a refund will be processed and a credit will be applied to the original method of payment. Kindly note that refunds take approximately 2-5 business days to post.

Note: Returned item(s) must be shipped back in the original packaging or similar packaging that will prevent item(s) from damage while in transport.

*Customers are responsible for return or exchange shipping cost unless the order arrives damaged or defective.

Does Softframe offer exchanges?

Yes, you may exchange your item within 14 days of the delivery date except for custom orders. Custom orders, including the Ultra SoftFrame, may not be cancelled, exchanged or returned. Customers are responsible for return shipping cost.

In order to be eligible for an exchange, the original item MUST be in new condition and returned without:

  • Hair or pet dander
  • Signs of wear, washing, or improper care
  • Damage or stains

If you have received your order and would like to exchange it, please email Customer Service at customerservice@thesoftframe.com.

Please remember to check your spam / junk mail folders when waiting for a response from us. Sometimes our emails get delivered there instead of your inbox. We also recommend that you add customerservice@thesoftframe.com to your Email Contacts or Safe Sender list so you don't miss a response from us.

Non Refundable Items

Custom or personalized order items including Ultra SoftFrames ​are made to your individual specifications; therefore, we cannot accept returns, exchanges or cancellations unless they arrive damaged or defective.


Stolen Packages

Please be sure that your delivery address is secure. Once delivery has been verified from the shipping carrier, we are no longer responsible for the safekeeping of the package(s). All packages are shipped with tracking.

If you would like to request a signature required upon delivery, please let us know at the time of purchase. Kindly note that if an item is not able to be delivered due to the signature requirement and thus returned to us, additional shipping charges will be the buyer’s responsibility. Our standard shipping does not require signature unless you request this service at the time of purchase.


Where do you ship to?

Where does free shipping apply to?

Do you offer expedited shipping?

No. All SoftFrame products are made to order, which means we make them right after we receive your order. You can expect to receive your order within 3 to 4 weeks.

Which carrier is used for shipping?

We use FedEx ground and USPS priority mail for shipping our packages.

How do I change my shipping address?

If your order has not been shipped: Please email us at customerservice@thesoftframe.com with your order number and the updated shipping address.

If your order has been shipped: The quickest way to change your shipping address is by signing up for FedEx Delivery Manager and searching your order tracking number on FedEx.com. From there, select “Deliver to Another Address” under “Manage Delivery.”

How big are the packages?

Packaging varies by the size of the product and the number of items ordered. We ship the following pieces in the following box and weight dimensions:

Box Dimensions

Product Box Dimensions (in) Weight (max)

The Ultra

41" x 23" 20"

35 pounds

The Luna

42" x 22" x 10"

25 pounds

The Classic

42" x 22" x 10"

25 pounds


41" x 23" 20"

25 pounds

Bolster Pillows

29" x 17" x 9" or 35" x 19" x 9"

15 pounds


USPS priority box or 18" x 12" x 8"

10 pounds