At Shop Mattress Now, customer satisfaction is our priority. We want you to shop with confidence knowing that we stand behind the quality of our products. This Refund & Returns Policy explains the conditions under which products may be returned, exchanged, or refunded.
Please read this policy carefully before making a purchase.
Return Eligibility
We accept returns on eligible items within 30 days of the delivery date.
To qualify for a return, products must:
-
Be unused and in their original condition.
-
Include all original packaging, accessories, manuals, and tags.
-
Be free from stains, odors, damage, or signs of misuse.
-
Include proof of purchase or order confirmation.
Items returned without prior authorization may not be accepted.
Non-Returnable Items
For hygiene and health reasons, certain products cannot be returned once opened or used unless they arrive defective or damaged.
These include:
-
Opened mattresses
-
Opened pillows
-
Opened mattress toppers
-
Opened mattress protectors
-
Opened duvets
-
Bedding that has been used or washed
-
Clearance or final sale items
-
Customized or made-to-order products
-
Gift cards
If a product arrives damaged or defective, please contact us immediately so we can assist you.
Mattress Comfort Guarantee
Because choosing the right mattress is important, certain eligible mattresses may qualify for a comfort trial if specifically stated on the product page.
Where applicable:
-
The trial period begins on the delivery date.
-
Trial eligibility applies only to participating mattresses.
-
The mattress must be used with a proper foundation or bed frame.
-
The mattress must remain clean and free from damage.
Products without an advertised comfort trial are covered only under the standard return policy.
Damaged or Incorrect Orders
Please inspect your order immediately upon delivery.
If your order arrives:
-
Damaged
-
Defective
-
Missing parts
-
Incorrect
-
Incomplete
Please notify us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
-
Your order number
-
A description of the issue
-
Clear photographs of the product
-
Photos of the packaging and shipping label
We will review your claim and arrange a replacement, exchange, or refund where appropriate.
How to Start a Return
To request a return:
-
Contact our customer support team.
-
Provide your order number.
-
Explain the reason for the return.
-
Wait for return authorization instructions.
-
Securely package the product.
-
Ship the item using the approved return instructions.
Returns sent without authorization may be refused.
Return Shipping Costs
If the return is due to:
-
A damaged product
-
A manufacturing defect
-
An incorrect item shipped by us
Shop Mattress Now will cover the return shipping costs where applicable.
If the return is due to:
-
Change of mind
-
Incorrect size selected
-
Personal preference
-
Ordering the wrong product
The customer is responsible for return shipping expenses.
Original shipping charges are generally non-refundable unless the return is the result of our error.
Refund Process
Once your returned item has been received and inspected, we will notify you regarding the status of your refund.
If approved:
-
Refunds are issued to the original payment method.
-
Processing typically takes 5–10 business days, depending on your financial institution.
-
Shipping charges are refunded only when the return is due to our mistake or a defective product.
Exchanges
We gladly exchange eligible items for:
-
Manufacturing defects
-
Shipping damage
-
Incorrect products
-
Wrong size or color (subject to availability)
Exchange requests should be submitted within 30 days of delivery.
Order Cancellations
Orders may be canceled before they have been processed for shipment.
Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible. In such cases, the order will fall under this Returns Policy.
International Returns
We proudly ship worldwide.
International customers are welcome to request returns on eligible products; however:
-
Return shipping costs are generally the customer’s responsibility unless the item is defective or incorrect.
-
Customs duties, import taxes, brokerage fees, and similar charges are non-refundable.
-
Refunds are issued only for eligible returned merchandise.
Refused Deliveries
If a shipment is refused or returned because of:
-
Incorrect shipping information
-
Failure to pay customs fees
-
Multiple failed delivery attempts
-
Refusal to accept delivery
The customer may be responsible for:
-
Return shipping charges
-
Storage fees
-
Any carrier or customs-related costs
These amounts may be deducted from any eligible refund.
Warranty Claims
Many of our beds, mattresses, and sleep products are covered by manufacturer warranties.
Warranty coverage varies by product and generally covers manufacturing defects rather than normal wear, accidental damage, misuse, stains, or improper handling.
Please refer to the individual product page or contact our customer support team for warranty information.
Exceptions
Refunds or replacements may be refused if products:
-
Show signs of misuse or abuse.
-
Have been altered or repaired by unauthorized parties.
-
Are returned without original packaging when required.
-
Are returned outside the applicable return period without prior approval.
Contact Us
If you have any questions about returns, exchanges, refunds, or warranty claims, please contact our customer support team.
Shop Mattress Now
Houston, Texas, United States
Email: sales@shopmattressnow.com
Shop With Confidence
At Shop Mattress Now, we are committed to providing premium beds, mattresses, pillows, duvets, mattress toppers, mattress protectors, and luxury bedding backed by responsive customer service and a fair, transparent return process. Whether you’re shopping from the United States or anywhere else in the world, we’re here to ensure your experience is smooth from checkout to delivery.