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 email@example.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 firstname.lastname@example.org 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 email@example.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.
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 19×75 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.
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.
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.
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 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 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.