Here you’ll find all the answers to our most commonly received questions. Couldn’t find what you were looking for? Our Design Team is more than happy to help with everything from order processing, to shipping, and everything Plank+Beam.
Do you offer design or space planning advice?
Yes! Our complimentary design services are available by live online chat or email from Monday-Friday, 9am-5pm EST.
What is the cost of shipping?
Currently, all orders over $100 ship for free.
How long does it take to receive my order once I place it?
Once we receive your order, it will take an estimated 10 to 15 business days* to process, pick & pack your order. After your order is processed, it will ship from either our warehouse in South Carolina or California. An email shipping notification is sent when your order ships. All orders ship FedEx.
*Our holiday and sale promotions can get busy! Due to higher order volume during these times, it may take longer to process and prepare your order. Be the first to know about our sales and latest products by signing up for our newsletter.
How long does it take for customer care to answer my email?
Our customer care team will try to respond to all inquiries within 2 business days. We are a small business, so please be patient with us as we work to respond to everyone accordingly.
What if I need to change or cancel my order once it’s submitted?
We want you to love your new Plank+Beam® furniture as much as we do! If something’s not right with your order, please contact us & we'll work with you to make it right.
To request a change or cancellation, please email us within 24 hours of placing your order.
Orders which have been processed and shipped cannot be changed, canceled, or price-matched. Changes include item size, item color, shipping address, etc.
What is your return policy?
Your satisfaction is our priority; if anything is not right with your order, please contact us and we'll work with you to make it right.
If a return is necessary; returns of new, unused, unassembled, and undamaged items can be accepted within 30 days.
Mattresses are final sale and cannot be returned.
Returned items must be shipped at the expense of the customer in the original packaging is preferred but if that is no longer available, please ensure that the item is packaged properly to prevent damage during return transit.
Please contact us for a return shipment authorization and address/delivery details to our warehouse.
On the return shipping label, please indicate the provided return authorization number.
A refund or store credit will be issued after receipt of returned goods received in undamaged, re-sellable condition. A 20% restocking fee will apply.
I received my order and a piece is damaged or missing.
Please complete a replacement form on our website.
All claims for missing or damaged parts must be submitted within 30 days of order delivery.
All claims for missing orders confirmed delivered by FedEx, must be reported within 14 days of tracked delivery date.
I need assembly assistance.
Plank+Beam® furniture requires assembly and can certainly be self-assembled. Two adults are recommended for self-assembly. Time and effort for assembly varies depending upon which item you order (i.e. a classic bed is quick & easy, while a bunk may take a while longer). Plank+Beam® furniture ships with detailed assembly instructions and all of the hardware needed. A hex wrench is included, but you may prefer to use a screw driver or power drill. Power drills should be set to a low setting to prevent damage to the wood or strip any cross dowels, bolt nuts or metal inserts.
If you need further assistance, please chat with us or email us at firstname.lastname@example.org.
What is in your stains, glues and finishes?
All our finishes and glues are tested and comply with current US standards (incl. ASTM, EN71 and CPSIA standards). Our products also comply with European EN747, EN71 and Reach XVII Safety standards. Our products comply with current regulations for contents of heavy metals (incl. lead), toxins, formaldehyde and volatile organic compounds.
We require our suppliers to test their finishes with accredited 3rd party testing laboratories and furnish certification documents to prove this. In addition we conduct our own yearly testing of the same finishes with our own 3rd party accredited laboratories for double verification. We use water-based glues only.
Are your mattress covers washable or waterproof?
The breathable cotton mattress covers used on our mattresses are easy to remove and are machine washable. The mattress covers are not waterproof.
Do I need a Bunkie board or box spring with a Plank+Beam® mattress?
No, our mattresses are designed to offer the comfort and support you need without requiring a Bunkie board or box spring.
Do your mattresses contain fiberglass?
No, our mattresses include a safe, fire-retardant liner that is made without fiberglass or harmful chemicals.
Are your mattresses fire retardant?
Yes, every Plank+Beam® mattress is made with a fire-retardant sock liner. Damaging the fire sock will void the warranty.
Are your mattresses CertiPUR-US® certified?
Yes, all Plank+Beam® mattresses are CertifPUR-US® certified. This means our foam is made without formaldehyde, mercury, lead and other harmful chemicals or heavy metals. Our mattresses are low VOC, contributing to a clean and healthy sleeping space.
Is there a warranty on your products?
All Plank+Beam® merchandise is warranted by Maxwood Furniture, Inc. The warranty* is limited to defects in materials and workmanship under normal residential household use. Shipping and labor costs are the customers’ responsibility. Items or parts found to be defective will be repaired or replaced without charge. Any decision to repair or replace an item is at the sole discretion of Maxwood Furniture, Inc.
The warranty applies to what is considered to be normal household use and does not apply to purchases for resale, commercial, institutional or rental uses. Any damage that is a result of improper handling and any form of misuse, negligence, or accidents resulting in damage to the product is not covered under the Maxwood Furniture, Inc. warranty. The warranty is available only to the original purchaser who obtained the product from an authorized Maxwood Furniture, Inc. dealer or directly from Maxwood Furniture, Inc. The warranty is not valid for the purchase of floor models or “as is” products that were sold in a distress or going-out-of-business sale. Any modifications made to the product by the purchaser will void the warranty.
In order to utilize this warranty, the consumer is to report any damage or defect to the dealer (if purchased from an authorized dealer). If the product was purchased directly from Maxwood Furniture, Inc., the consumer is to report the claim to email@example.com. The customer is to provide the original sales purchase receipt, description of the reported issue and pictures documenting the said damage or defect to the product. Maxwood Furniture, Inc. will work directly with the authorized dealer to resolve all problems that are reported by the original purchaser unless the purchase was made directly from Maxwood Furniture, Inc. and this matter will be resolved with a Maxwood Furniture, Inc. associate through email correspondence.
Within one (1) year of the original purchase date Maxwood Furniture, Inc. will pay the expenses related to the transporting of merchandise for a warranty claim (this does not include packaging or labor cost). Any time a claim is reported after a year from the purchase date, all expenses related to packaging, labor and shipping of replacement damaged or defective parts will be the responsibility of the original purchaser.
Case goods are covered under a one (1) year warranty. Case goods are defined as being bookcases, dressers, desks, hutches and bedside storage items.
The fabrics sold at Maxwood Furniture, Inc. do not carry warranty coverage.
Mattresses carry a ten (10) year prorated warranty which means that the value of the warranty will decrease by 10% with each year that passes from the original purchase date. After ten years, the mattress warranty expires.
Mattresses must be opened within one (1) month for the warrantee to apply. Ripping or damaging the tag or fire sock will void the warrantee.
Plank+Beam® is a high quality product. We believe that the only way you can credibly offer a system is to build it on quality components. We guarantee that our quality standards will remain high and we will continue to manufacture to the standards of quality you expect from a Plank+Beam branded product.
Every effort is made to maintain current and accurate descriptions, sizes and prices. The information contained on this website is provided as accurately as known, however accuracy is not guaranteed. Measurements are generally within 1/2". If you require exact dimensions of an item, please contact us.