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At Mattress Depot USA, our top priority is to make sure you are satisfied with your purchase.
Due to the COVID-19 pandemeic, we have updated our exchange policy. Any purchase made before March 26th will have an extra 45 days added on to their exchange window. All exchanges still must abide by our Exchange policies. Please contact your nearest location or sales associate if you have any questions.
Thank you for your understanding and cooperation.
How Long Do I Have to Return a Product?
If you are not happy with your product, you have 30 days from the purchase date to ship the product to us. Returned merchandise needs to be undamaged, and in new or unused condition with the original packaging and product literature. Customers are responsible for return shipping costs. Up to 50% may be deducted from the total refund if the item is return to us damaged or missing the original packaging. Credit will be given in 3-5 business days from product arrival. If the item is bulky or over-sized, you can contact us to schedule a return pick up. You will be informed of incurred shipping fees via phone or email for approval of return before pick up is scheduled.
Can I return a Custom Size Accessory Item?
Custom size ordered products (California King, Full XL, Twin XL) are subject to a 30% restocking fee plus shipping fees as noted above when returned due to the specific nature of the product.
How Do I Ship the Product Back?
To start the return process please email us at firstname.lastname@example.org with your original order number. All return costs are borne by the buyer and must be in their original packaging and in new condition. Any returned product not in new condition will not receive a full refund. Please be sure to include a copy or the original packing slip in the box when shipping it back.
When Will I Receive My Refund?
Credit will be given in 3-5 business days from product arrival to our warehouse to the original payment method.
What if the product was damaged or defective?
If you are having any issues with your product please email us at email@example.com right away and please include pictures and a description of the product. We will respond back to you as soon as possible.
How do I return a mattress that was shipped to me?
For online mattress returns, all shipping costs are borne by the buyer. You have 30 days to return the mattress if you are not happy with the comfort. Mattress must be in new condition and free of any damage or stains. If the item is large or oversized, you can contact us to schedule a return pick up. You will be informed of incurred shipping fees via phone or email for approval of return before pick up is scheduled.
Accessories must be returned within 30 days of purchase and must be in new condition with tags and packaging.
Returned merchandise needs to be undamaged, and in new or unused condition with the original packaging and product literature. Up to 50% may be deducted from the total refund if the item is return to us damaged or missing the original packaging. We offer in store credit for returns and in special cases a refund of payment.
All mattress purchases are FINAL SALE and cannot be returned for a refund. For customers who purchase a mattress protector at the time of sale, we offer a one time comfort exchange on amount paid towards the same size mattress within 30 days unless an 120 day extended guarantee is purchased on original order. The exchange of the mattress must be of equal or greater value, no monetary refunds will be allowed, in-store credit may be issued. The customer will pay the remaining balance on the exchange and a re-delivery fee for the new mattress if applicable.
Original mattress purchased was $500 and the customer decided to exchange the mattress on day 21. The new mattress price is $750, the customer’s original amount of $500 would be applied and the customer would pay the difference of $250 plus any additional delivery fees.
All adjustable bases and furniture are special order purchases and all sales are FINAL. They cannot be returned for credit or a refund.