Inspect a sofa delivery in this order: cartons, labels, count, product, then recovery. The sequence preserves evidence and prevents a normal compression wrinkle from being confused with a puncture, wrong color, missing carton, or tear. Photograph wide context first and details second.
Couch Possum’s current policy gives customers 30 days from delivery to request a return, but waiting is not useful when the problem is visible at arrival. Document promptly and contact support with a clear record.
Before the cartons move
- Photograph the full delivery where it was left.
- Capture every side of each carton.
- Take a readable photo of every shipping label.
- Count cartons against the product listing and shipping notice.
- Record punctures, crushed corners, tears, wet areas, or retaping.
A damaged carton does not prove the sofa is damaged. It does establish the condition of the package before handling, which is why the first photograph matters.
Know the expected carton count
| Product | Expected cartons | Published package detail |
|---|---|---|
| Cloud Sofa | 2 | Two cartons approximately 43 inches long |
| Fold Lounge | 1 | 46" × 16.25" × 16.25" |
| Lounge Chair | 2 | Separate bed and ottoman cartons are listed |
Multiple-item orders may also ship separately under the shipping policy. Do not assume a missing carton is permanently lost, and do not open a partial compressed set until the shipment status is understood.
Move unopened cartons to the final room
Verify the route and expanded footprint before opening. A compressed package is the easiest form to move, and Couch Possum says an opened sofa cannot be restored to its original vacuum-compressed condition. If the room or route is wrong, pause while the decision is still reversible.
Open with an evidence plan
Follow the product instructions and avoid cutting toward upholstery. Keep the label visible and the packaging nearby while you identify the contents. Take:
- one photo of the complete just-opened product;
- one photo showing all received components together;
- one photo of the color in neutral light;
- wide and close views of any tear, cut, stain, or incorrect part;
- video only when movement, sound, or an unfolding issue cannot be shown in a still image.
Do not crop every image tightly. Support needs to locate the problem on the full item.
Immediate issue or expansion issue?
| Report promptly | Observe through the stated recovery window |
|---|---|
| Wrong product or color | Temporary wrinkles from compression |
| Missing component or carton | Areas that are initially flatter |
| Tear, cut, obvious stain, or visible shipping damage | Temporary unevenness while sections recover |
| Material mismatch with the listing | Final shape concerns that cannot be judged immediately |
Couch Possum states that its compressed sofas may take up to 48 hours to expand. The policy explicitly says that the wait does not apply to obvious shipping damage, tears, wrong products, wrong colors, or missing components.
Build a 48-hour record when needed
Use the same camera position and lighting at opening, later in the recovery period, and at 48 hours. Include a full-product view and close-ups. Record the unboxing time. The goal is not to create a dramatic time-lapse; it is to show whether a specific area changed.
Do not apply heat, steam, chemicals, or improvised manipulation unless product-specific instructions authorize it. An unapproved intervention can make the evidence harder to interpret and may damage the item.
Send a complete first message
Couch Possum asks for:
- order number;
- email address used at checkout;
- reason for the request;
- clear photos or videos where relevant.
Add the delivery date, carton count, and time since unboxing. For an expanded sofa, include photos showing the overall condition. Use info@couchpossum.com, and do not arrange return shipping before receiving written instructions.
The five-photo minimum
- All cartons at delivery
- Relevant shipping label
- Full product after opening
- Issue in context
- Issue close-up
Add timed recovery photos only when shape or expansion is the concern. A clean evidence set helps support distinguish carrier damage, fulfillment error, product damage, and normal recovery without asking you to recreate the day.
Sources and scope
This checklist translates the live Return & Refund Policy, Shipping Policy, FAQ, and current carton data, verified August 31, 2026. It does not guarantee a claim outcome.