Warranty and Return Policy

This warranty applies to web site orders only.

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Returns
All returned merchandise must be in "brand new" condition by our assessment (except warranty claims). Merchandise must be returned in original boxes and packaging. Hairs, dirt, odors, or stains on any item are not acceptable returns. To make a return, you must 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.

Foam (Mattress) Returns
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.

Canceling Your Order
In order 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 shipped, it may not be canceled. All custom cut foam and sewing may be canceled within 24 hours and you must receive email confirmation from us.

Shipping Charges
You are responsible for all shipping charges both ways. If a free-shipping order is returned, you are responsible for shipping both ways. In other words, the free shipping is lost and you will have to pay both the original and the return shipping costs. This would also apply to any partially discounted shipping charges.

When we offer free shipping this includes one delivery attempt. Deliveries are to the outside door of your apartment or house and not inside. You will be charged for any additional delivery attempts.

If we make a mistake on your order, we will be responsible for the shipping and replacement costs "not to exceed the outbound charges you originally paid" (for lower 48 states only). For all other orders, you are responsible for any restocking fees and shipping charges, unless otherwise noted.

See our Shipping Information section for complete details.

Receipts
You must have your receipt in order to make any warranty claims. Your receipt is the packing slip that comes with your shipment. You must make any claims within 30 days after your order has shipped, or 90 days after your mattress has shipped.

Foam returned for reasons other than warranty reasons must be in new condition for refund or exchange.

CAUTION!
Flexible polyurethane foam is extremely flammable. It will burn if exposed to sufficient heat.

Like a new car, foam has a "new foam" fragrance. This fragrance can take from six to nine weeks to dissipate. Various types of foams have different fragrances and their intensity varies also.

Custom Cut Foam, Sewing, and Down Cushions
Custom orders may take from 1-14 days to manufacture before shipping. All foam cuts are accurate to 1/4" (0.64 cm) unless otherwise stated. We do our best to prevent problems by inspecting each piece before shipping. It takes up to 48 hours for some foams to completely recover after you have opened your shipment.

Accounts Receivable Debits/Credits
After your transaction, in the event that there is a debit or credit of $40 or less, this amount will be erased after 90 days. This means you have 90 days from the date of a transaction to follow-up and request a credit that is $40 or less. The debit or credit can be the result of administrative miscalculations, and since the time it takes to research and amend such miscalculations is too much, when they are less than $40, we erase them after this time period.


Bed Frames, Platform Bed Frames and metal frames, All Furniture items (lamps, benches, dressers, screens, etc.), Foundations
When signing for receipt of shipment please note any damage to boxes on paper work, no matter how slight. (Make the driver wait while you carefully inspect. It doesn't matter how much of a rush he 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. New bed frames must be returned within 30 days. There may be a 15% restocking/order cancellation fee depending on whether or not we have already picked up your order from our suppliers. Foundations and adjustable bed frames may not be returned. Organic Foundations are not cancellable/returnable after we have made them. These may be used with any other mattress you decide to purchase. (Note that because you must inspect furniture at the time of delivery, you cannot use our UPS Waiver of Signature Form for any bed frame or other furniture deliveries.)

Folding Beds, Folding Mats, Bi- and Tri-fold Futons
Folding mats are not returnable (custom folding mat foam is returnable for no restocking fee and exchange only). We warranty the craftsmanship of the sewn outer cases for 3 years to be free from defects or breakage. Please note that we vacuum pack these items for shipping to save you on shipping expenses. If the foam does not expand to its original size 72 hours after the package is opened, we will replace the foam filler at no extra charge.

Cotton Covers, Custom Sewn Covers, Diamond Quilted Pillow Top Cases, Sunbrella Fabric
There are no refunds or returns for custom sewn covers, except for standard mattress sizes. This no-return includes tri-fold folding mat covers. There are no returns on non-standard mattress size quilted cases. Also, there are no refunds for shrunken covers. Sunbrella fabric orders may be canceled only within 24 hours after the order is submitted.

100% Cotton Quilted mattress pads, MattressGuard mattress protectors
100% Cotton Quilted mattress pads and MattressGuard mattress protectors may not be returned for any reason.

Bed Pillows
Due to their intimate and personal nature, bed pillows are not returnable once they have been used. Bed pillows include all latex pillows, all memory foam bed and travel pillows, 25/75 down bed pillows, and 20" x 26" 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, or dirt. Pillows must be returned in their original undamaged packaging. We reserve the right to reject any return we feel fails to meet these conditions in any way. At your request and expense we can return the used pillows back to you.

Pillow Stuffers
We are accurate to 1/2". There may be a 25% restocking fee for pillow stuffers. For example: a volume order of 100 pillows would be subject to this fee. Any custom pillows may only be returned due to a manufacturing defect or incorrect dimensions.

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 will add or remove whatever percentage you specify. Adding more down will cost proportionately more. Shipping charges are extra.

Conventional Foam, Latex Foam, Memory Foam

The return period for all mattresses is 90 days after the date of shipping (except EverFlex™ V90).

Orders for all EverFlex™ V90, custom cut latex, custom Natural Sense, and custom memory foam may not be returned.

Any foam cut into a cylinder shape may not be returned. Any foam cut into a wedge shape may not be returned. We cannot re-use custom wedges due to their different thicknesses. This would also apply to back rest bolsters, but not seat bolsters in which the thickness is uniform.

Custom cut EverFlex™ V34, EverFlex™ V44, EverFlex™ V54, EconoFlex™, and DuraFlex™ foams may be returned, within 30 days of shipping, for store credit only.

Random quality foam may not be returned for any reason. 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.

All 5.3-lb Memory Mattresses, all Latex, and EverFlex™ foam products should not collapse or form permanent dents for 15 years, with the exception of our Basic (Discount) Memory Foam mattress, which has a 10-year warranty. DuraFlex™ is warranted for 10 years. These foams 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 part costs, only—no refunds. All of our competitively priced mattress pads are excluded from this free shipping.

If your EconoFlex™ foam collapses within 5 years, you may return it for store credit less a 25% restocking fee. Since this is a less expensive foam it may collapse before the warranty or even during shipping. We would rather see you purchase the better grades of foam, such as EverFlex™.

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. Please contact us to check stock on the items you are interested in, to clarify this return policy.

Fire Retardant Foam, Sound Insulation, Closed Cell Foam, Packaging Foam, Outdoor 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, distant 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.

You may order samples. Custom orders for these foams may be canceled only within 24 hours after the order is submitted. Custom cut outdoor foam may not be returned.

There are no returns allowed for these foams except...

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).

Accessories
Pro-Tack foam adhesive, Aquaseal®, Cotol-240™, Seal Cement™, and NSeal™ products are not returnable. All sales of these accessories are final.

 

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