The following return policy applies to online orders only.
Please contact your purchase location for in-store policies.
We want you to love what you purchase so we offer a great Return Policy to ensure that you sleep easy. You may return an item for a refund of the merchandise total (Please see note below on shipping costs) within 30 days of delivery; all you need to do is ship the item back to us. Return credits are issued within 5 Business Days once the item is received and inspected.
Please note, if you return an item (unless damaged or defective) the return shipping costs will be deducted from your total refund amount. This includes items that were sent to you with free shipping.
- For some products, we offer a modified version of our return policy. If you are ordering one of these items, please read below for product specific return policies.
- Adjustable Bases
If your item arrived damaged or defective, we are happy to arrange for a prompt replacement. Click here for more information.
- Items must be in new condition and in the original packaging to qualify for a refund (please do not assemble or modify the product in any way). The few exceptions that cannot be returned include:
- Clearance Items
- Gift Certificates
- Items Marked "Non-Returnable" (clearly indicated on the sale page before placing your order)
Extended Holiday Return Policy!
You have until January 31 to return orders placed between November 1 and December 24 Please note, you will be responsible for return shipping costs. If you receive an item that has a problem, please report the issue through the ‘Contact Us’ page.
What if My Order Arrives Damaged?
- We strive to ensure every package arrives to our customers safe and undamaged. We double-box many items, and we refuse to sell products that are easily damaged during shipping. If an item does arrive damaged or with parts missing, please notify us within 30 days. We're happy to send you replacement parts as soon as possible.
- For instructions on how to order replacement parts, please use "Contact Us" form to start process.
- If your item was shipped via Truck Freight and not via FedEx or UPS, please read the instructions below.
Our Truck Freight return policy.
- When you sign for delivery, even if the package appears only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment. Once the package returns to us we will send you a new one right away.
- If you have already accepted the package and notice missing or damaged parts, please contact us right away and we will ship you replacement parts free of charge. We usually only have a 48-hour window to file freight claims. If we cannot replace the parts, our carrier will pick up the original package and we will send you a full replacement.
- Please provide pictures of any damage as this will make the replacement process more efficient.
- If you received a damaged product or the wrong product and we cannot solve the issue with either a full replacement or replacement parts, we will pay to return the item to us, on top of the refund.
- If your product has a manufacturer's defect, we can either replace the defective part, or, if necessary, the entire unit.
- We select only the most reliable, highest quality products and the most reputable manufacturers to work with. If you have any issues or questions, don't hesitate to contact us.
Ordering Replacement Parts
- Click on the 'Contact Us' Page.
- If you have more than one order please provide the order number that contains the item for which replacement parts are needed.
- Tell us which item(s) need replacement parts.
- Provide a brief description of the problem and part numbers (if possible).
- Provide preferred contact information.
- Click the "Submit" button at the bottom of the page.
Our 30 Night "Sleep Guarantee" Mattress Guarantee assures you will receive the best mattress for you. The change from your old worn out mattress to a new, supportive mattress can feel very different at first. Please allow 21 days (3 weeks) after delivery for you to adjust to your new mattress, and for your mattress to conform to your body after coming off the production line. If you aren't satisfied with its feel by then, call our mattress experts within the first 30 days after delivery and we can exchange it for a brand new mattress. All it takes to get that new mattress is a $99 processing and pick-up fee. If your new mattress is more expensive than the original, we just ask that you cover the difference in price too. Some additional details:
- We can only exchange a mattress one time.
- Because your mattress will be custom-built for you when you submit your order, mattress orders cannot be cancelled, returned, or refunded, only exchanged.
- You must purchase a Malouf Mattress Protector with your mattress to qualify for the 30 Night "Sleep Guarantee".
- • Mattress must be returned in 'like new' condition. (No stains, scuffs, rips, or tears) If, upon inspection, the mattress is damaged or soiled you will be responsible for full cost of replacement mattress.
- Due to the size and weight of adjustable bases they are not returnable.
- Please make sure that you check the packaging and product for any signs of damage before the shipping company leaves your residence.
- If your adjustable base appears to be damaged at the time of delivery please refuse the shipment and notify us immediately.
- If you discover the adjustable base is damaged or defective after the shipping company has left please notify us immediately.
- If your adjustable base needs a replacement part please contact us to start the replacement process.
- Due to the nature of adjustable bases it may be necessary for you to hire a local repair person to install any replacement parts that might be sent to you.
- Labor charges are not generally covered under manufacturer warranties.
- We do offer an extended warranty for our adjustable bases that includes parts and labor coverage which you may purchase with your adjustable base.
Things you should know about clearance items
As stated at the time of your purchase, clearance items cannot be returned. However, if you received this item and find there is substantial damage or some other issue, please get in touch with us. Of course we want to be fair.
If you have ANY questions about these policies, please Contact Us before placing your order.