Product Warranty

Our warranty is "limited" to the time period and failures described below.

These warranties apply to website orders only.

Save Your Receipts

You must have your receipt in order to make any warranty claims. Your receipt is the packing slip that comes with your shipment.

CAUTION! Foam Can Catch Fire

While our mattresses are covered with fire barriers, our raw foam is extremely flammable. It will burn if exposed to sufficient heat.

New Foam Smell

Like a new car, foam has its own "new foam" smell. It will reduce with time, but can take from six to nine weeks to fully dissipate. Sensitive sniffers usually don't like the smell of foam. I recommend you order a sample if you are sensitive.

Accuracy Level

All custom cut foams are accurate to 1/4" (0.64 cm) unless otherwise stated. We do our best to prevent problems by inspecting each piece before shipping. Compressed foam will arrive much smaller than what you have ordered. It takes up to seven days for some of the cheaper foams to completely recover and return to their original size after you have opened your shipment.

Accounts Receivable Debits/Credits

In the event that there is a balance of $40 or less on your account, you have 90 days from the date of a transaction to follow-up and request your credit. This amount will be removed from your account after 90 days. The credit can be the result of administrative errors, and due to the amount of time it takes to research and amend such miscalculations, credits of less than $40 will be erased after this 90 days.

Mattresses and Toppers

Solid Latex and 5.3-lb Memory Foam mattresses or toppers, EverFlex toppers:
Almost all of these are warranted not to soften or form permanent dents for 15 years. The exception to this is our Basic (discount) Memory Foam mattress, which has a 10-year warranty since it uses DuraFlex™ base foam. These mattresses are warranted not to soften more than 10%. If you think yours has, simply press down on a spot of the foam that doesn't get much use (such as near your head) and compare the resistance with a high-use spot (such as in the middle of where your body normally rests). If you can tell a difference of at least 10% in firmness, you probably have a valid claim. We will pay for any freight charges associated with a valid claim to replace your mattresses or cushions to the lower 48 United States. You will receive a credit equal to your original purchase price towards currently advertised merchandise. We do not offer refunds. Our foam toppers are competitively priced and therefore are excluded from the free shipping warranty offer.

Larkspur, EverFlex, DuraFlex foam mattresses:
We describe a failure as softening or a depression forming. If a failure occurs before 50% of the warranty period has expired you will receive 100% credit and after that time period the credit is prorated. Additionally, we will only cover the shipping charges for any depressions that exceed one inch. If your mattress softens or the depression is less than one inch, you may still request a replacement piece, but you'll have to pay the shipping charges. If you do not want to pay shipping to return your failed foam you may have 50% of the available warranty credit amount you are entitled to. You may only use this credit towards a replacement mattress.

Eco Memory and EconoFlex foam mattresses:
If your Eco Memory or EconoFlex foam collapses within five years, you may return it for a 75% store credit of the original amount. Since this is less expensive foam it may collapse before the warranty expires. We recommend that you purchase a better grade of foam, such as EverFlex. Our foam toppers are competitively priced and therefore are excluded from the free shipping warranty offer.

Custom Cut Cushion Foam

Always buy the quality of foam based on how often you will use the cushion. Cushions that are used a few hours a day require the best grades of foam like EverFlex, Latex, 5.3-lb memory foam, or outdoor foams. All foams will gradually soften with use; the better quality foams soften slower. If you feel your cushion has softened prematurely we can offer you a better quality foam at a discount.

Y33/Random quality foam:
Since this foam can shrink during shipping, it is best for uses that don't require exact measurements. This foam may be permanently compressed/deformed from shipping.

Bed Frames, Platform Bed Frames and Metal Frames, Foundations, and All Furniture Items (Lamps, Benches, Dressers, Screens, etc.)

Furniture is warranted to be free from defects for a period of one year. Assembly errors and misuse will void the warranty. Bolts may need to be retightened and should be inspected periodically. Floor supports may shift and fail from use such as sliding and shaking—keep an eye on them.

When signing for receipt of shipment please note any damage to boxes on the paperwork, no matter how slight. (Make the driver wait while you carefully inspect. It doesn't matter how much of a rush the driver is in.) Accept the shipment, and if any parts are damaged we'll replace the damaged parts. This is much faster than replacing an entire bed frame. Keep the damaged items, original boxes, and packing since we may need these to file a claim. (Note: because you must inspect furniture at the time of delivery, you cannot use our UPS Waiver of Signature Form for bed frame or other furniture deliveries shipped by commercial trucking carriers.)

Folding Beds, Folding Mats, Bi- and Tri-fold Futons

We warranty the craftsmanship of the sewn outer cases for three years to be free from defects or breakage. We vacuum compression pack these items for shipping to save you on shipping expenses. Custom size tri-fold and bi-fold cases are not returnable.

Mattress and Topper Cases

Mattress cases are warranted to function properly through the warranty period of the mattress. Topper cases are warranted for one year to be free from defect. There are no refunds or free replacements for shrunken covers from washing if prewash service wasn't ordered. Follow the care instructions on the law label.

Custom Sewn Covers

All custom sewing is warranted for one year to be free from defect. Follow the care instructions on the law label. There are no refunds for shrunken covers.

Mattress Protectors, Mattress Pads, Bedding, Wool Pads, and Wool Toppers

We warranty the craftsmanship of our house-made organic items for three years. Non-organic products are warranted by the manufacturer, and those specifics are stated in the literature contained in their packaging.

Bed Pillows

All of our pillows are warranted for one year to be free from defect.

Pillow Stuffers

Pillows stuffers are warranted for one year to be free from defect. Measurements are accurate to 1/2" (1.3 cm). There may be a 25% restocking fee for pillow stuffers. For example: a volume order of 100 pillows would be subject to this fee while a few pillows would get a 15% restocking fee. Custom pillows are only accepted for return due to a manufacturing defect or incorrect dimensions. Pillows are measured seam to seam while flat. Their measurements will be less once the stuffing is added.

Custom Down Cushions

Down cushions are warranted to be free from defect for one year. Feather leakage is not considered a defect as the higher quality fill used will result in fewer feathers poking out. Customized down cushions and down envelopes are custom sewn products and are not returnable. If there is too much down or not enough down, we will add or remove whatever percentage you specify. Adding more down will cost proportionately more. Shipping charges are extra.

Packing Foam and Acoustic Foam

The Y37ch, Y33, and CD30 packing foams may shrink up to 20% from being compressed for shipping. If we don't compress (vacuum pack) these items, customers outside of California may pay excessive shipping charges due to the larger dimensions. Contact us to discuss your options and our recommendations.

If Sonitec™ Acoustic Foam is shipped, it needs to be opened immediately and laid out flat in order to retain its original shape.

We offer six colors of acoustic foam: white, charcoal, gray, pink, blue, and dark gray, depending on the type of foam selected. Some colors may fade over time and become brownish. This is not something we warranty. Only the charcoal (3002ch foam) and dark gray Sonitec™ colors are warranted not to fade.

There are no returns allowed for these foams, with the following exception: sound insulation may be returned within 30 days. There is a 25% restocking fee. The 2-lb/ft3 ester sound insulation is accurate to 1/2" (1.3 cm). The 1.2-lb/ft3 sound insulation is accurate to 2" (5 cm).

Cancellation and Return Policy

Policies for in-store purchases may vary, as posted on your in-store receipt.

You must have your receipt to make a return.

Our system matches the items in your shopping cart to the specific policies below so you can easily read only the points relevant to your order during the checkout process. Alternatively, you could also just wander through this boring page for a while and then read what really matters again during checkout where you will be required to agree.

Canceling Your Order

Use the link in your email confirmation to check if your order has already entered production. If it hasn't, you may cancel it using that link.

After an order has entered production, to properly handle order cancellations, all requests must be submitted via email to order.status@foamorder.com. To guarantee that your order has been canceled, you will need to receive a confirmation email from us. Cancellations over the phone will not be accepted. Once an order has been started or shipped, it may not be canceled.

Making a Return

Start by locating your order number. Many items we make are not returnable. Read the purchase contract associated with your order to determine if the item you wish to return is returnable. If you wish to ask for an exception, your request must be submitted via email to product.support@foamorder.com and include an explanation.

All returned merchandise must be in "brand new" condition by our assessment (except warranty claims). Merchandise must be returned in original boxes (if any) and packaging. Hairs, dirt, odors, or stains on any item are not acceptable returns. To make a return, you must email to product-info@foamorder.com or call (415) 503-1188 and obtain a Return Authorization Number. Attach this Return Authorization Number to the outside of the return package. No returns will be accepted that do not have a Return Authorization Number attached to the outside packaging. We can arrange reduced shipping back. We will need the exact dimensions of your package and weight.

Mattress Returns

The return period for most mattresses is 90 days after the date of delivery (except EverFlex™ V90, clearance, or as noted during order checkout.) If your mattress has several layers, it's easiest and least expensive to package each layer separately.

To save on freight charges when returning a mattress, see our video on how to use a vacuum kit. There is a $20 charge for a vacuum packing kit. For customers returning a large item, this kit will save you money on shipping by enabling you to vacuum pack your item and thereby avoid oversized shipping charges through carriers like UPS. (Twin size items 4" or thinner can simply be folded in half to 19x75 and tightly rolled, then inserted into a box.) We can arrange reduced shipping back. We will need the exact dimensions of your package and weight.

Shipping Charges

Visit our Shipping Info page for information about shipping charges.

Custom Cut Cushion Foam

Custom cut foam usually ships in 5 business days or less. Some V90 foams, packing foams, most wedge, back bolster shapes, and long cylinders take 14 days to ship.

Custom sewing usually ships in 12–14 days. We usually ship the foam when the sewing is complete so it ships together. If you are in a rush we recommend requesting the foam to ship immediately and the cover to ship express when it's done.

Neoprene

Full sheets of Neoprene purchased from our stocked inventory are returnable with a 20% restocking fee for store credit, or 30% restocking fee for a cash refund, as long as they are returned within 30 days from the time of shipment and have not been cut or trimmed. Sheets must be returned on a roll. Folded sheets in a box will not be accepted as it wrinkles the Neoprene. Half sheets, by-the-foot strips, and sheets that are not in stock that we purchase specifically for customers from our alternate vendors are not returnable/cancellable after they have been shipped to us. To clarify this return policy, please contact us to check stock on the items you are interested in.

Foundations, Bed Frames, Platform Bed Frames and Metal Frames, Adjustable Beds, and All Furniture Items (Lamps, Benches, Dressers, Screens, etc.)

Furniture may be returned within 30 days. There will be a 15% restocking/order cancellation if we have already picked up your order from our suppliers or construction has already begun. Furniture packaged in boxes must be returned in original packaging. Foundations and adjustable bed frames may not be returned. Foundations are not cancellable after we have made them. These may be used with any other mattress you decide to purchase.

Folding Beds, Folding Mats, Bi- and Tri-fold Futons

These are not returnable. (Custom sized folding mat foam is returnable for exchange only, and you will not be charged a restocking fee.)

Custom Sewn Covers

There are no refunds or returns for custom sewn covers.

Mattress Protectors, Mattress Pads, Bedding, Wool Pads, and Wool Toppers

There are no returns for any reason. Our customers expect our products to be brand new, and not to have spent time in any other customer's house.

Mattress and Topper Cases

Standard size cases (Twin, Twin XL, Full, Full XL, Queen, King, California King) can be returned in new condition within the specified time period found on the product page. Exceptions can be found in the purchase contract during checkout.

Bed Pillows

All pillows are warranted for one year to be free from defect. Due to their intimate and personal nature, bed pillows are not returnable once they have been used. Bed pillows include latex pillows, memory foam, travel pillows, down bed pillows, wool, kapok, and polyester bed pillows. If you haven't used a pillow, you may return it for a refund less 15% restocking fee. Pillows must be free from the following conditions: odor/perfume, hair, and dirt. Pillows must be returned in the original, undamaged packaging. We reserve the right to reject any return we feel fails to meet these conditions. At your request and expense we can return the used pillows back to you.

Pillow Stuffers

Pillow stuffers are warranted for one year to be free from defect. Measurements are accurate to 1/2" (1.3 cm). There may be a 25% restocking fee for pillow stuffers. For example: a volume order of 100 pillows would be subject to this fee while a few pillows would get a 15% restock fee. Any custom pillows may only be returned due to a manufacturing defect or incorrect dimensions. Pillows are measured seam to seam while flat. Their measurements will be less once the stuffing is added.

Custom Down Cushions

All custom down cushions and down envelopes are custom sewn products and are not returnable. If there is too much down or not enough then we can offer you a partial credit towards fuller cushions. Shipping charges are additional.

Fire Retardant Foam, Closed Cell Foam, Packaging Foam, Outdoor Foam

Orders for these foams may be cancelled only if production has not begun. These foams may not be returned. You may order samples.

Sound Insulation(Sonitec ™ Acoustic Foam)

The sound insulation may be returned within 30 days. There is a 25% restocking fee. The 2-lb/ft3 ester sound insulation is accurate to 1/2" (1.3 cm). The 1.2-lb/ft3 sound insulation is accurate to 2" (5 cm).

Pro-Tack Foam Adhesive, Aquaseal®, Cotol-240™, Seal Cement™, and NSeal™ Tape

These products are not returnable. All sales of these accessories are final.

Velcro, Pillow Stuffing, Scrap Foam, Shredded Foam, All Types of Batting, Foam Pit

These items are not returnable. Batting cannot be cancelled after it has been cut.

Thread

Thread can be exchanged without any restocking fee for a different color if it hasn't been opened or unwound. There is a $15 fee for a refund.


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