FAQs
Product & Materials
Are your products environmentally friendly?
We aim to create products that are made for long-term living, not fast furniture cycles. From durable materials to replaceable covers and modular designs, the Anchor is built to stay with you longer and reduce unnecessary waste.
Is the fabric safe for new-borns?
Yes — we carefully choose materials that are safe for everyday family living, including homes with babies and pets. Our fabrics are free from harsh everyday-use chemicals and designed for comfort and peace of mind.
Unlike many traditional sofas that use manufactured wood frames, the Anchor is built with a durable metal frame, helping avoid concerns around formaldehyde and other commonly associated harmful substances found in some engineered wood furniture.
Where is your product manufactured?
The Anchor is thoughtfully manufactured in China by experienced production partners trusted by established furniture brands like Lulu and Georgia, Schoolhouse, etc..
Every detail is tested, refined, and quality-checked with real everyday living in mind — never rushed for fast production. We focus on creating furniture that feels dependable, comfortable, and made to last.
Is it more of a soft “sink-in” couch or a supportive couch?
It’s designed to feel cloud-soft without losing support. You get that cozy, sink-in comfort while still feeling supported enough for everyday sitting, reading, or working from the couch.
Do the modules slide apart when you sit or lounge on it?
Nope — the Anchor modules are designed with secure slip connectors to help keep everything in place, even during everyday lounging, movie nights, or kids jumping around.
What are the cushions filled with?
Seat cushions combine memory foam and high-resilience foam for a supportive yet soft feel. Back cushions and arm pillows are filled with down-like fibers for a plush, relaxed comfort.
Can I machine wash the covers?
Yes — the covers are machine washable. We recommend cold water, gentle cycle, and air drying in the shade for best results.
How do I clean everyday dust or dirt?
We recommend vacuuming weekly using low suction to keep the fabric fresh and free of dust buildup.
What should I do if I spill something on the couch?
Blot immediately with a clean cloth or paper towel. Avoid rubbing the stain, as this can spread it deeper into the fabric.
Orders & Changes
How can I change my address after placing an order?
Please contact our support team as soon as possible. We’ll do our best to update your shipping address before the order ships.
How do I cancel my order?
Orders can usually be canceled before shipment. Once an order has shipped, cancellation may no longer be possible and return policies may apply instead.
Shipping & Delivery
Do you offer free shipping?
Yes. We offer fast, free shipping on eligible Paddwell orders within the contiguous United States.
Are the delivery boxes heavy?
Yes. Some boxes can be heavy and may require two people for safe lifting. We recommend arranging assistance during delivery.
Do you deliver to PO Boxes?
No — oversized furniture orders cannot be delivered to PO Boxes.
How long does delivery take?
Delivery times vary depending on location and order volume, but most orders arrive within 14 business days after shipping.
How long will it be before my order ships?
Most orders are processed within 2 business days. During launches, holidays, or high-demand periods, processing times may be slightly longer.
How will I know when my order ships?
Once your order ships, you’ll receive tracking updates via email so you can follow its progress.
Do I need to be home to receive delivery?
In most cases, delivery is made to your doorstep. A signature is typically not required, but this may vary depending on the carrier.
If you require signature delivery, please contact our customer service team in advance so we can help arrange it where possible.
Do you deliver to apartments or high-rise buildings?
Yes. Deliveries are made to residential addresses including apartments. However, final placement inside the home is not included.
Who should I contact if I have a delivery issue?
If you have any issues with delivery, please contact us at service@paddwell.com and our team will assist you directly.
What do I do if my product arrives damaged?
If your order arrives damaged, please contact us within 7 days of delivery with photos of the packaging and product. We’ll work quickly to make it right.
What if my order arrived with missing parts?
Reach out to our support team with your order number and details of the missing item, and we’ll help send replacement parts as quickly as possible.
Assembly
How hard is the setup process really?
Very easy. All tools are included, and for an average 5-module setup, most customers can finish assembly in under two hours — no complicated installation or professional setup required.
How long does it take for the cushions to fully expand after unboxing?
Most cushions noticeably expand within the first 24 hours, but we recommend allowing up to 48–72 hours for the best shape and comfort.
Home Trial
What is the Paddwell 60-Day Home Trial?
Our 60-Day Home Trial allows eligible customers to try their Paddwell furniture at home for up to 60 days after delivery.
When does the 60-day trial begin?
The trial period begins on the date your order is delivered.
Can I return my sofa during the trial period?
Yes. Eligible products may be returned within the 60-day window.
Return Process
Is there a return fee?
A small handling fee may apply to help cover return logistics and carrier coordination for large furniture items.
Can I return the sofa after using it?
Yes. We encourage customers to experience the product in their home before making a decision.
Do I need to keep the original packaging?
We recommend keeping the original packaging whenever possible, especially during the trial period.
What if I no longer have the original boxes?
Please contact our support team. Because our products use compressed and modular packaging, additional packaging coordination may be required for returns.
Can I return only part of a modular order?
Depending on the order configuration, partial returns may be eligible. Please contact our support team for assistance.
How do I start a return?
Please contact us at service@paddwell.com with your order number and return request.
What happens if my sofa has already been assembled?
Please contact our support team before disassembling or repacking the product. We’ll guide you through the return process.
Will I need to compress the sofa again for return shipping?
No. Our team will coordinate the appropriate return packaging and pickup process when necessary.
Will all return packages be picked up at the same time?
Not always. Modular products may be returned in multiple packages and carrier schedules may vary.
What information do I need for a return request?
We may request:
- your order number
- photos of the product
- photos of the packaging
- pickup address confirmation
Can I refuse delivery instead of requesting a return later?
Yes, but refusal handling fees or return shipping charges may still apply depending on the shipment status.
Can I exchange my sofa instead of returning it?
Please contact our support team to discuss available exchange options.
Can I cancel my order before it ships?
If your order has not entered shipment processing, cancellation may be possible. Please contact us as soon as possible.
Refunds
When will I receive my refund?
Refunds are initiated once the returned product has been picked up and confirmed by the carrier.
How will my refund be issued?
Refunds are issued to the original payment method used during checkout.
How long does refund processing take?
Processing times vary depending on your payment provider and financial institution.
Can a return be denied?
Yes. Returns showing excessive wear, misuse, intentional damage, or abnormal conditions may not qualify for refund approval.
Warranty
What does the 8-Year Limited Frame Warranty cover?
The warranty covers manufacturing defects affecting the internal structural frame under normal residential use.
What is not covered under warranty?
The warranty does not cover:
- normal wear and tear
- stains or spills
- pet damage
- accidental damage
- misuse
- commercial use
- comfort preference changes
Does the warranty cover fabric wear or cushion softening?
Normal fabric softening, wrinkles, cushion compression, and natural wear from everyday use are not considered manufacturing defects.
What happens if my frame is damaged under warranty?
If a covered defect is confirmed, Paddwell may repair the product, replace components, or provide an equivalent replacement solution at our discretion.
How do I submit a warranty claim?
Please contact service@paddwell.com with:
- your order number
- photos/videos of the issue
- a brief description of the problem
Our team will review the claim and provide next steps.