Returns & Exchanges
We give our customers 30 days to return unopened mattress protectors and sheets. We do not offer refunded returns on mattresses, pillows or mattress toppers. While we work diligently to ensure you find the right mattress in-store, we understand that sometimes a mattress may not be what you expect. Because we want you to be thrilled with your purchase, we offer store credit so you may exchange an undamaged mattress for another one. (The mattress must be unsoiled and free from tears, stains, hair, animal hair, or any other damage that might occur while it is in your home. We recommend buying a mattress protector to minimize the possibility that this may happen.) You may exchange your mattress within 30 days from the time of delivery. SOME BRANDS MAINTAIN THEIR OWN EXCHANGE POLICIES THAT SUPERCEDE OUR STANDARD POLICY. For more information on Tempur-pedic, PranaSleep and Vispring policies, please visit:
– Vi-Spring (a fee of $500 will apply to all Vi-Spring Comfort Promise exchanges)
– Urban Mattress
Several of our suppliers can accommodate custom designs to personalize your mattress. Contact one of our stores to find out more. It’s a great way to get the perfect bed for you! In these instances, we require a 50% non-refundable deposit. Shipping times vary by manufacturer, but we will do our best to provide you with an estimate. Prior to delivery, we will contact you to collect the remaining 50% due and will not deliver until the second half is paid. Heads-up: If you cancel your special order for any reason, you don’t get your 50% deposit back.
How to Return an Item
For mattress accessories, please return the unopened items to the store within 30 days of purchase and we will refund you fully via the same method in which payment was tendered. It usually takes 5-7 business days for credit to show up on a statement.
How to Exchange a Mattress
It can take the body several weeks to adjust to a new mattress. You can also expect the mattress to be slightly firmer in the first few weeks. If you notice a faint odor, do not be alarmed as it should dissipate over time. If, after four weeks, you are not satisfied that the product performs as it did in the showroom, please contact the store where you purchased your mattress. The first step is to make sure another variable is not impacting your sleep quality. Pillows, sheets, and other coverings can all affect temperature and comfort. We can help to troubleshoot the situation. However, if we are unable to successfully address the issue, please visit the store to see if you are eligible for an exchange. If so, you will receive store credit for the amount of the returned item. WE DO NOT OFFER REFUNDS ON RETURNED MATTRESSES. We offer free delivery on one exchange.
Model Closeouts and Floor Model Sales
All sales of model closeouts and floor models are final. We do not offer exchanges or refunds on these items.
Delivery & Restocking Fees
We offer free delivery within a 25-mile radius of each location. Additional charges may apply for in-home setup. If you should need to exchange your mattress, we will deliver your first exchange for free. There are no restocking fees on the first exchange. See store for details if you should require a second exchange. Some fees may apply.
Available in select markets, Urban Mattress will haul away your old mattress for free! We’re glad to help as we know getting rid of an old mattress can be a pain, however, please note it is at the discretion of our delivery teams. If they feel removing the mattress presents a risk to them or their equipment, they are permitted to refuse.
Please see in-store for details as individual store policies may supercede the standard return policy.