Frequently Asked Questions (FAQ)

Fabric & Materials

Can I use my own fabric?
Yes. Cushio can create custom products using fabric you already own! Simply choose "Send Us Your Own Fabric (COM)" as your Fabric Selection. There is a one-time (per order) non-refundable $25.00 charge for the handling of your material. Please read our COM Procedures for more information.

How do I know how much fabric to send?
Add your cushion with COM fabric to the cart. Select the cushion in the cart and click the "View Options" tab. You will be shown the amount of fabric to send for the cushion, cording and/or trim. This information will also be on your invoice.

How can I order fabric samples or fabric by the yard?
To order fabric samples, click the "Order Sample" button while viewing the fabric of your choice in our Fabric Selection Tool. From there you will be able to cart your sample. You may also purchase fabrics by the yard for your own applications by clicking the "Order Fabric" tab. Because of variations from one computer screen to another, it's difficult to precisely match fabric color on our website. We suggest that you purchase fabric samples if color matching is important to your individual buying decision.

How do I find matching or coordinating fabrics?
Select a fabric in the Fabric Selection Tool and click "Fabric Details." Coordinating fabrics will be listed below the fabric you have selected.

Is Sunbrella fabric waterproof?
Sunbrella fabric is not waterproof, but it is water repellent. This means that during the finishing process, a water-repellent finish is applied to the fabric. Normal wear and usage will reduce the effectiveness of this finish, as will cleaning the fabric.

Do Sunbrella fabrics dry quickly?
Because Sunbrella fabrics are woven, they are also highly breathable, which is why they dry quickly with only air exposure. It's also important to know that Sunbrella fabrics are treated with a fluorocarbon finish, which enhances water repellency. This finish requires replenishment after vigorous cleaning.

Can I put wet Sunbrella fabrics in the dryer?
Sunbrella fabrics do not absorb water and are designed to air-dry very quickly - usually within a matter of minutes. A clothes dryer is not necessary and will often overheat and shrink the fabric.

Design & Construction

Which cushion thickness is best for me?
While we get a lot of questions on what thickness is typical for different furniture styles, this is a very subjective topic mostly driven by personal taste and preference. For dining and folding chairs, most people typically order a 2" thickness.
Depending on how often you will use the cushions, and your particular comfort choices, you may want to consider 3" or thicker cushions. For larger chairs or benches, thicknesses of 2" and 3" are very common. However, many customers prefer a more plush feel and higher comfort, and they often choose 4" to as much as 8" thicknesses. Thickness is really a personal preference, and we hope these general trends are helpful to you.

Are all cushions made with zippers?
Unless you specify otherwise, our cushions include zippers, which are tactfully located on the back of your custom cushions. You may specify an alternate location for your zipper in the Order Notes section of your order. Zippers come in white, black or beige and will be used appropriately with fabrics similar in color.
We highly recommend that you avoid removing the cushion covers simply due to the difficulty involved in replacing the filling, especially in larger cushions. Part of the difficulty in this process involves restoring the evenness of the filling, which may result in lumps and other irregularities. Please Note: Our tufted style cushions, which are tufted with either a dart tack or button, DO NOT include zippers.

How do I make a template for my uniquely shaped cushion?
Please see our Creating a Cushion Template page.

How can I keep the cost of my custom cushions within my budget?
The price of your custom cushions is determined by 2 factors, the cost of the materials and the labor required to sew the cushion. The following tips will give you some ideas on how to optimize these factors. We strongly recommend that you carefully consider making changes to your custom cushion to avoid purchasing cushions that you are not entirely pleased with.

• Select a less expensive fabric. The fabric selection tool allows you to select a price range. We also offer some discounted fabrics. Beware that if your cushion is to be used outdoors you should use a fabric that is rated for outdoor use.
• Order your cushion without cording or trim
• Do not add fabric ties.
• Do not order cushions thicker than necessary.

Ordering Process

Is there a place to add special notes to my order?
Yes. This is done during checkout. At Step 3 ("Review Your Order"), there will be an "Order Notes" text box near the bottom of the page for comments and requests. Use the Order Notes to specify alternate locations for zippers and ties, or to include special delivery instructions.

How can I get a quote?
Add the items you desire to your cart. Proceed to checkout and select "Save as Quote". Enter your zip code to also receive a shipping quote. Use your browser's print function if you want to save a copy of the quote.

How do I order multiple items that are exactly the same?
Add your item to the cart. Select it from the cart page and change the number in the 'Qty' box. Be sure to click 'Update Shopping Cart' to finalize your quantity change.

What happens after I place my order?
After completing the checkout process, you will receive a confirmation email at the address you provided. This confirmation will serve as your invoice. This is also to confirm that your order information is correct. If you do not receive the confirmation email after checkout, contact us as soon as possible to confirm your order. If you have any questions or problems, email our customer service desk or call us. We will be glad to assist you!

HELP! I just placed my order, and I need to make a change or cancel.
Relax. If you just placed your order and notice an error on your part, or ours, please let us know IMMEDIATELY by using our contact form or calling us, and we can easily correct it for you. If you let us know about an error within one business day of your order placement, we can correct virtually all problems. Beyond that, we cannot guarantee your changes will not incur extra costs if materials have already been cut for your order.

Shipping & Payments

What payment methods do you accept?
At Cushio, we provide a secured checkout with Secure Socket Layering (SSL up to 256 bits) for processing your payments online. Add items to your cart and click Secure Checkout to make your payment using a Visa, MasterCard, Discover or American Express. You can also use this method to pay using your PayPal account, a personal check or PO (purchase order). Payments using a personal check or purchase order are placed on hold until we receive your check or PO and credit information. Payments will be billed as "OCG LLC" - our parent company name.

When will my credit card be charged?
Due to all orders being custom orders and made to your unique specifications, your credit card will be charged within 24 hours of placing your order. Online orders are immediately charged to your credit card or PayPal account.

What is your return policy?
Please see our Shipping and Returns page.

How will my order be shipped?
Your purchase will arrive in carrier-approved high density commercial clear plastic. This packaging protects your purchase from moisture, abrasion, and conforms to the wide variety of cushion and pillow shapes during transport. We normally ship via FedEx or UPS Ground. All shipping costs and times are calculated using normal ground delivery. Most orders can be delivered within 5 business days from the shipping date. Normally, our shipments do not require a signature and are left on your doorstep if you are not available at the time of delivery. Larger orders and products may have to be shipped via LTL truck carrier. Expedited shipping is available and appropriate rates apply.

Will my cushion be folded for shipment?
Your cushion will be FOLDED for shipment if:
Cushion thickness is less than 4" and the length exceeds 118"
Cushion thickness is less than 4" and if the length added to the girth [2 x (L x W)] exceeds 129"

Still have questions? Give our customer service team a call at 800-510-8325 or send us an email.