What is the Return Policy? If you are not happy with your product after 31 days email us at CustomerService@mattressbrands.com to start the return process. Returned merchandise are subject to a 20% restocking fee and needs to be undamaged, and in new or unused condition with the original packaging and product literature. Customers are responsible for return shipping costs. Up to 50% may be deducted from the total refund if the item is return to us damaged or missing the original packaging. Credit will be given in 3-5 business days from product arrival. If the item is bulky or over-sized, you can contact us to schedule a return pick up. You will be informed of incurred shipping fees via phone or email for approval of return before pick up is scheduled.
What if the product was damaged or defective? If you are having any issues with your product please email us at CustomerService@mattressbrands.com right away and please include pictures and a description of the product. We will respond back to you as soon as possible.
MATTRESSES
How do I return a mattress that was shipped to me? For online mattress returns, all mattress purchases are FINAL SALE and cannot be returned for a refund. For customers who purchase a mattress protector at the time of sale, we offer a one time comfort exchange on amount paid towards the same size mattress after 31 days. Mattress must be in new condition and free of any damage or stains and law tags in place. Law tags removed or vandalized will automatically disqualify any return or exchange.
The exchange of the mattress must be of equal or greater value, no monetary refunds will be allowed. The customer will pay the remaining balance on the exchange and a re-shipping fee for the new mattress if applicable. If the item is large or oversized, you can contact us to schedule a return pick up. You will be informed of incurred shipping fees via phone or email for approval of return before pick up is scheduled.
NOTE: MATTRESS BRANDS WILL ONLY SELL NEW MATTRESSES. IT IS UNLAWFUL TO RESELL A USED MATTRESS.
Non-Returnable Items*
- Adjustable bases
- Foundations (box-springs)
- Frames
- Clearance model mattresses
- Custom-size mattresses
*They can only be exchanged for warranty issues through the manufacturer. See warranty page for details.
Returned or Refused Non-Damaged Orders
Returns must be requested within 7 calendar days from the date of delivery. You will be subject to round trip shipping fees and a 25% restocking fee. Please note that if your delivery was free, you will be charged the outbound shipping costs paid by Mattress Brands as part of the round trip shipping fees.
Refusal of Delivery (Non-Specified Reason)
If you refuse an order without notifying Mattress Brands of any damage or manufacturer defects, More Mattress Brands will reach out to you over a period of no more than 5 business days requesting a reason for the refusal. If contact cannot be made within 5 business days from the date the order was refused, the order will default to our Non-Damage & Non-Defect Return Policy at which time you will be automatically charged round trip shipping fees and a 25% restocking fee and the order will be returned. If the item you refused falls under the custom made category, no refund will be issued.
Damage Policy
If an order is deemed damaged by the shipping company, manufacturer, and/or by Mattress Brands, we will work diligently to have the issue resolved. Mattress Brands will only accept responsibility for a damaged item where you notated damage on the delivery receipt and you reported the damage to Mattress Brands within 1 day. Failure to note the damage on the delivery receipt and notify Mattress Brands within 1 day will relinquish Mattress Brands, the shipper, and the manufacturer of all liability. Please be advised that there are different procedures for accepting delivery depending on the delivery service level that you have chosen. Refer to your order confirmation to confirm the selected level of service.