Frequently Asked Questions
SIZING & PRODUCT QUESTIONS
How do I know what size cushion to order?
Please measure your seating surface that you plan to use a cushion on.- Vehicle seat: If measuring your vehicle seat, measure the flat surface of your seat that you actually sit upon.
- If your vehicle seat has "wings" on the side of the flat seating surface, do not include that area in your measurements.
- Measure side to side for width
- Measure from back of seat to front of seat for the depth or length.
Why are Tush-Cush cushions shorter than the actual measurement from the back of my seat to the front of my seat?
The cushion is not designed to extend to the front edge of your vehicle seat. The wedge-shaped cushion tapers from a 3" high back placed against your seat back and the cushion then tapers down to a smooth rolled 1" front. The 1" taper in the front offers you clearance under your steering wheel.
Chair: You will measure side to side for width and from the back of your seat to the front edge of your seat, for the depth or length. The cushion is not designed to extend to the front edge of chair but is designed to be placed against the back of your seat so that you can sit correctly over the wedge cut-out. The wedge-shaped cushion tapers from a 3" high back, which helps to gently tilt your lumbar spine back into its natural curve, down to a 1" taper in the front.
Have a wide office chair or seating surface?
Executive office chairs can have a very wide seating platform and the Extended Tush Cush® is designed for that style seating.
Travel, concerts, plays, sporting events?
We recommend a Compact Car Cush® or the Car Cush as the versatile travel companion with the handy carry handle as it fits airline seats, and more narrow seating areas such as in concert halls, bleachers, golf carts. Compact Car Cush is one of the narrowest orthopedic seat cushions available which means it can be readily included with your carry-on luggage, and more!
WHAT ARE THE MEASUREMENTS OF THE CUSHIONS?
The Compact Car Cush® measures 13" width X 14" length (most narrow cushion) *
The Car-Cush® measures 16” width X 13" length *
The Tush-Cush® is 18” width X 14" length *
The Extended Tush Cush® measures 20" width X 15" length *
The Tush Cush Wedge® orthopedic design measures 14"x18" (same as Tush Cush) and does not have the coccyx cutout *. The Wedge is often used in Yoga, during pregnancy, and is helpful in floor exercises too as it helps to restore the natural tilt of the lower lumbar spine.
*Please note that all covers are made by our USA craftsmen in the production facility to the measurements specified. There can be a slight difference in the final measurement of each cushion when the polyurethane foam is inserted and zipped.
Wedge
What materials are the cushion covers made out of?
We use two types of upholstery grade cover materials: a fabric microsuede/velour or a faux leather.
What is the foam inside the cushion?
We only use the highest quality polyurethane foam in all of our original cushions. In the Extra Firm cushions, the extra firm polyurethane foam is of the highest density available.
Polyurethane foam is non-allergenic, nontoxic, non-latex, and does not degrade.
We do not use latex foams in our products. We do not use gel in our cushions. We do not use Memory Foam in our products.
What is the IDL rating? Original foam is HR41; Extra Firm foam is HR60.
How long can I expect my cushion to last?
We have customers who prefer to replace their cushion every year and some customers who share that they have been using their cushion for over 15 years. Replacing your cushion will be your personal choice based on how often you use it and your comfort.
Can I buy a new cover or new piece of foam?
No, production schedules do not allow for “parting out” the cushions. If you wish to speak to a customer service representative about this, please call 1(619) 933-8044.
RETURN POLICY & EXCHANGES
You can return your purchase within 30 days for a refund to your original form of payment, minus the original shipping cost and a 15% restocking fee.
If you received FREE SHIPPING at purchase, we will deduct the actual shipping amount we paid on your behalf from your refund.
All cushions must be returned in original unused condition** and in original product display bag.
**We reserve the right to refuse returns that show excessive wear, odor, or are not in original condition.
We do not provide return shipping labels.
Please contact us for a Return Authorization Number (RTA) prior to returning your purchase. Please include the RTA, the reason for return, and your original packing slip (a copy will do) with your return item.
Send your return to:
KDI
PO Box 2147
Lakeside, CA 92040
EXCHANGES
Q: I ordered the wrong product just now; can I exchange it before you ship it? What do I do if it arrives, and it is not the size I actually need?
Email us or call us at 1(619) 933-8044 and request an exchange. If your product has not shipped, we can update the order system for you and alert you to any refund or additional charge.
If you have ordered the wrong size, received it, have not used it, and wish to exchange it, please email kdi.tushcush@gmail.com and our USA based customer service will assist you in the exchange. You will be billed for additional shipping cost.
SHIPPING
How much is shipping?
Your order shipping is calculated by weight of the item(s) you order and the address of delivery. Orders within in the United States will ship USPS and at checkout, additional shipping choices such as UPS may be offered for your selection. You will see the shippers and their rates to choose from in your checkout.
Large Orders - For discounted shipping on large orders, or for any shipping questions, please contact us at (619) 933-8044.
International Orders** - All orders outside the United States ship USPS First Class International.
IMPORT FEES/TAXES: Please be advised that countries outside of the United States may be subject to import duties and custom taxes as per the laws of your country of residence when you receive your order.
Example: Canada places a GST tax of 5% of the item's price as an import tax on any item you order, which increases your overall purchase price to include the item, shipping, plus GST and brokerage fee imposed by shipper.
Kinetic Diversified Industries, Inc. is not responsible for these charges and will not intervene with customs procedures, per the import laws of your country of residence. If you decline delivery of your order due to import tax and brokerage fee, we will refund only the price of the item you purchased. We will not refund any shipping fee paid on your behalf to the shipper.
I want to use FREESHIP, but my code will not work...
FREE SHIP codes when available provide:
- Free shipping on all products
- For United States ONLY
- Applies to shipping rates $12.50 and under
- Requires a minimum purchase
If your FREESHIP code is displayed as available and will not work, please select another method of shipping that falls under $12.50. In the event that you cannot get FREESHIP to work at all, please call 1(619) 933-8044 for assistance.
Can I combine discounts?
Yes, if you are purchasing during our special automatic sales offer when you add an item to Cart to see the sale price, you can then enter a shipping discount code at Checkout.
No, if you are purchasing during a non-sale period.... DISCOUNT CODE only accepts one (1) coupon code. If you have applied a special coupon code for an item discount on a non-sale item, you will not be able to also enter FREESHIP. Please decide which discount has more value for your order.
When do you ship?
Shipping of all product orders occurs Monday through Friday on the day of the week that the order is received in our system. We do not ship on weekends or holidays. Deadline for shipping daily is 1:00 PM Pacific Standard Time.
Do you offer fast shipping?
Call (619) 933-8044, Monday through Friday, 9 AM to 1 PM PST to discuss expedited shipping availability with our customer service team.
I have not received my order when expected. What should I do?
Once a shipment leaves our facility, we do not have any control over the progress of delivery. Please use your tracking number you received in your email from Tushcush.com to attempt to locate your package online. Please visit the shipper online to see if they have posted any transit delays due to weather or transportation.
Contact the shipment service listed below to request their customer service.
For missing packages through USPS: www.usps.com/help/missing-mail.htm
For missing packages through UPS: www.UPS.com
CLEANING YOUR CUSHION
The faux leather covers can be wiped off with warm water and a mild soap, with no need to remove the cover.
The velour/microsuede covers can be removed by unzipping the cover and removing the high-density foam. We recommend hand washing in cold or using the gentle cycle on cold, with mild soap, then line dry.
To put the cover back on, squeeze together a top corner of foam and place it back in around a cutout side of the cover; repeat the squeeze and placement of foam into the other top corner of the cover. Roll the cover material back down the body of the foam toward the 1" tapered bottom. Run your hand along the inside of the cover to ensure that the foam is sitting flat and smooth inside the cover. To close the cushion, as you pull the zipper back towards the end, place your finger inside the edge of the foam and gently push inward while pulling the zipper towards you. Don’t zip it up until the fabric has had a chance to relax a bit. Experience has shown this is the best way
WARRANTY
Our limited warranty is for one year from date of purchase against materials and workmanship. If there is a problem, please call us or email us for a Return Authorization number (RA). Through email, we will send you the Return Form to complete and to include with your product. Send the cushion back, with your original receipt (a copy will do), and a $10 handling/return postage fee. If the returned item is found defective in workmanship or materials, the cushion will be repaired or replaced at no additional charge.
If the item is reviewed and is found to not have any issues with materials or workmanship, your item will be returned to you.
Please do not send back the cushion without prior authorization.
ORDERING BY TELEPHONE
If you prefer to order direct, please call us at (619) 933-8044, Monday through Friday, 9 AM to 1 PM PST.
RETAIL LOCATIONS
At this time, we are working to add a retail locator onto our website. Our products are located in:
Leo's Pharmacy, Lakeside, CA
The Healthy Back Stores, Poway, CA
Drs Liz and Lindsey Family Chiropractic, 217 Palm Ave, Imperial Beach, CA (San Diego)
Sonoma Surgical Supply, Santa Rosa, CA
Johnston String Instrument, Waltham, MA
Blue Ridge Violin, Hickory NC
USAA Retail locations (select)
WHOLESALE
I would like to be a Distributor; do you offer dealer pricing?
We are pleased to offer wholesale pricing to qualified retailers, distributors, and health care professionals.
Please call (619) 933-8044 or email us at info@tushcush.com for further information.
Discounts
Do you offer discounts to Active-duty Military, Veterans, First Responders, or Law enforcement?
Yes, we do offer a 15% discount on select non sale products.
Please email us at kdi.tushcush@gmail.com or call 1(619)933-8044 to place your discounted order.
Do you offer Custom Orders?
At this time, we do not offer a Custom Order service.
Customer Service
Customer Service is available to help you via our website message (see contact us below) Monday through Friday, 9 AM to 1 PM PDT. In the event that you need to speak to a Customer Service representative direct, please call 1(619) 933-8044 between 9 AM and 1 PM (Pacific time) and leave a call back message. We do monitor email throughout the day, seven days a week, and will respond at the earliest opportunity.
Don't see your question answered here? Feel free to contact us directly, we'd be happy to help!
