Return and Exchange Policy
Adjustable Bed Frames, Foundations, Risers and Electric Bases:
Due to shipping and delivery cost considerations, bed frames, foundations, risers and adjustable (power) bases are non-returnable.
Other specific rules and exemptions can be found here.
Pillows, Sheets, Mattress Protectors or other Bedding Products:
Opened bedding items such as pillows, mattress overlays, bed wedges, pillow covers, mattress covers and any other item related to bedding are non-returnable.
Unopened, unused sheets and pillows may be returned within 30 days of delivery. They will, however, incur a 30% restocking fee and the customer is responsible for the return shipping charges.
Chairs, Ottomans, Pet Beds:
Chairs, memory foam seats, lounge sack or pet beds may be returned for a full refund (less a 30% restocking fee) if they are in unused and undamaged condition. In order to initiate a return, the customer must contact Customer Service at our toll-free number within 30 days of the delivery-date of the item.
Mattress and mattress topper Exchanges:
Mattress toppers in new-unopened, unused condition can be returned for a full refund. Once used, a mattress topper cannot be returned or exchanged (as it is considered bedding by law.) Please call us to learn what exchange options are available to you to return or exchange your mattress.
Please call to discuss what options we can offer you in the event you are dissatisfied with the comfort of your mattress.
Free or Promotional Items:
If your mattress comes with a free mattress protector, pillows or other promotional items, these must be returned unused, in the original packaging. There will be no additional fees charged for the return of any new, unused promotional item that was included free with purchase. If you decide to keep the items, the retail price of the item(s) will be deducted from your refund.
Shipping:
In order to keep our prices low, we can only offer free shipping on the items you keep. Any returns not covered by our 90-night sleep guarantee will be subject to a 10% restocking fee. (This includes all pillows, bedding, toppers, protectors and miscellaneous products.)
If you choose an upgraded shipping option, for example expedited speed or white-glove, the upgrades are non-refundable. In the event you must return your mattress, we will refund the cost of the mattress less the full cost of the upgraded shipping.
Sleep Guarantee:
If the mattress you purchase is comes with free and or promotional bedding items (sheets, pillows, protectors, etc.) and you decide to return the mattress, these items, once used, are not be eligible for refund and the retail price of these products will be deducted from the mattress refund. Likewise, upgraded shipping options including expedited or white-glove delivery are non-refundable,
Custom Products:
Any custom products, including custom sizes or custom order colors are non-refundable and cannot be cancelled once ordered. This includes, but is not limited to, mattresses, sheets, blankets, mattress protectors or any other product that we describe as custom at the time of order.
Defective products:
If after opening your box or boxes you discover a defective or damaged product, please call customer service immediately after delivery. We will then make the arrangements to ship a replacement item.
Shipping
We offer free shipping on all items.
Please bear in mind that many of the mattresses we sell are not warehoused. They are made to order. This means that your mattress is not stitched, assembled or foam covered until you decide to order. Many of our manufacturing partners ship in a matter of days, but some take longer. As such, allowances must be made for the mattress to be created after your order. Some of our mattresses can take 6 weeks or longer to deliver. While we apologize for this length of time, remember that great products take time.
Free shipping only applies to orders that you keep. In order to keep our costs down, any returned item is not eligible for free shipping and the cost of shipping the product to you will be deducted from the refunded price.
Cancellation
Items that have been ordered are processed as quickly as possible to assure their speedy delivery to your home. Purchases can be cancelled within 1 (one) business day of the order date with no charge, provided the products haven't already shipped or custom work hasn't begun. If an item can't be cancelled, it can be exchanged according to the exchange policy below. Cancellations are subject to a cancellation charge of up to 30%. Slumber Pros can cancel orders at any time.
Delivery
Once arrangements have made for delivery, it is important to be available at the appointed delivery time or cancel that appointment far enough in advance to avoid any extra charges. All charges due to a missed delivery appointment will be charged to the customer at the delivery company's rates.
Damage
All shipments are well packaged to prevent damage during shipping. On rare occasions, boxes may arrive with damage. It is very important that you abide by the following guidelines when receiving packages that show damage.
If you receive a mattress or other product and the box is damaged to the extent that the contents are compromised, do not open the box. Please call us immediately. We will determine if you should unpack the item or if it needs to be returned immediately.
If the packaging or furniture has any damage that can be seen, no matter how slight, open the package before the driver leaves and examine the furniture. If you find the packaging damaged, note the nature of the damage on the delivery receipt. If any furniture is damaged, refuse the delivery of the damaged items and write on the delivery receipt "Refused Because Item is Damaged" and detail the damage. Keep a copy of the delivery receipt and contact us within 24 hours. If you find damage after opening an undamaged box, be sure to inform us within 24 hours of delivery. It is important to email any requested documentation to us within 48 hours.
Any damage not documented as noted above or not reported within 15 days of receipt will not be reimbursed. It may be necessary, in some cases, to send us pictures of the damage, so we can assess the best way to resolve the problem.