We love it when you love your mattress, and we want to ensure that every customer leaves our website completely satisfied. In the rare event that you need to cancel or exchange your order, please read the following policies carefully:
Cancellations Policy (applies within 24hrs of order being placed.)
After placing an order, you can cancel at no charge for any reason within 24 hours.
Once an order is placed, we get it sent to our warehouse within 24 hours, to be followed by an estimated delivery date. In the event that we do not currently have stock on an ordered item, we will notify you within 24 hours with an update and an estimated stock arrival and delivery date.
Once the warehouse receives your order, we (and thus, the customer) become financially obligated to purchase the merchandise from the warehouse; hence we cannot accept cancellations after the 24 hour window has passed.
When you place an order, you will receive an email confirmation describing the details of your purchase. It is your responsibility to verify the accuracy of the information in the email receipt. You have 24 hours to review your confirmation and reply with any discrepancies or changes.
To cancel an order, send an email to firstname.lastname@example.org with your name, order number, and reason for cancelling. Unfortunately, no phone cancellations can be processed. If your cancellation request is approved, you will receive an email confirming the cancellation.
Special orders, orders that are being held in our warehouse for delayed delivery at the request of the customer, layaway, and financing orders cannot be cancelled.
Any cancellation requests submitted 24 hours after the order is placed are subject to the Returns Policy below.
Exchange/Refund Policy (applies after 24hrs have passed after an order was placed).
You may exchange an item once, free of charge.
Any exchange or refund requests that occur prior to delivery are subject to the Cancellation policy outlined above.
For safety reasons, pillows and accessories cannot be exchanged.
Exchanged items are never resold to customers, as they are no longer new; they are usually donated to charity.
Orders usually get delivered between 11 AM and 8 PM Tuesday, Thursday and Saturday. No Sunday deliveries. Exact delivery dates and times cannot be guaranteed.
To request an exchange, send an email to email@example.com with your name, order number, and reason for exchanging. Unfortunately, no phone exchanges can be processed. If your exchange request is approved, you will receive an email confirming the exchange and next steps.
It's unlikely but what if part of my order arrives damaged?
Upon delivery, you will be asked to sign a delivery slip indicating that the order was received in good condition. Thoroughly inspect the product(s) prior to signing. In the unlikely event that any part of your order arrives damaged, please write “damaged” on the delivery slip next to the damaged piece(s). In addition, please take pictures of items in question and email them to firstname.lastname@example.org within 24 hours of your delivery. Do not accept damaged products.
Provided you note the issue on the delivery slip and photograph the items with issues and send us the photographs, the manufacturer will send replacement parts free of charge and the white glove delivery company will be able to bring the items to perfect condition.
We stand by our products. You will not be charged for the redelivery of any previously damaged products. We reserve the right to fix damaged or defective pieces at our discretion.
Only items marked damaged or defective on the delivery slip at the time of delivery are eligible for free repair or free replacement parts.
What if my order doesn’t fit in my home?
Please carefully review the dimensions of your items prior to ordering. Dimensions for most every item are available on our site for your convenience.
Our delivery team will deliver the products directly into your bedroom, and they will take every precaution while doing so. In the event that a product will not fit through the doorway or in the room, our delivery team will not force it in. The product(s) can then be exchanged or returned, per the policies above.