Buying a new mattress is a big decision, and sometimes it doesn’t work out. That’s why understanding the Mattress Warehouse return policy is so important before you make your purchase. Knowing the rules can save you time, money, and a lot of stress if you need to make a return or exchange.
This guide will walk you through everything you need to know. We’ll cover the key details, step-by-step instructions, and common questions to make the process as smooth as possible.
Mattress Warehouse Return Policy
The core of the Mattress Warehouse return policy is their sleep trial. This gives you a set period to test your new mattress at home. If you’re not completely satisfied, you can return it or exchange it for something else.
It’s a customer-friendly approach designed to give you peace of mind. But, like all policies, there are specific terms and conditions you should be aware of.
Key Details of the Sleep Trial & Returns
First, the sleep trial length can vary. It often depends on the brand of mattress you purchase. Most major brands at Mattress Warehouse offer a minimum of 100 nights. Some premium brands might offer even longer trials, like 120 nights or more.
The clock starts on the day your mattress is delivered to your home. It’s not from the purchase date. This is a crucial detail to remember.
Here are the main points of the policy:
- Trial Period: Typically 100 nights or more, brand-dependent.
- Mandatory Break-in Period: You usually must keep the mattress for a minimum period, often 30 nights, before initiating a return. Your body needs time to adjust to a new sleep surface.
- Return Fees: There is often a return shipping or handling fee. This fee can vary, so ask for the exact amount at the time of purchase.
- Condition: The mattress must be in good, clean condition. It cannot be stained, soiled, or damaged.
- Original Proof of Purchase: You will need your receipt or order confirmation.
- Foundation Requirement: The mattress must have been used on an appropriate foundation or adjustable base as recommended by the manufacturer.
What Items Are Eligible for Return?
Not everything you buy may be covered by the same policy. Here’s a general breakdown:
- Mattresses: Covered by the sleep trial policy.
- Adjustable Bases: Often have a separate return policy, sometimes shorter (e.g., 30 days). Check the specific terms for these items.
- Bedding & Accessories: Items like pillows, sheets, and mattress protectors may be final sale or have a different return window (e.g., 30 days with tags attached).
- Clearance or “As-Is” Items: These are almost always final sale and cannot be returned.
Step-by-Step Guide to Returning Your Mattress
If you’ve decided the mattress isn’t right for you, follow these steps.
Step 1: Review Your Paperwork
Start by finding your original sales receipt and the sleep trial terms you received. Confirm the trial length, the break-in period requirement, and any potential fees. This information is your starting point.
Step 2: Contact Mattress Warehouse
You cannot just show up at the store with a mattress. You must initiate the return process by contacting customer service. You can usually do this by:
- Calling the store where you made the purchase.
- Using a general customer service phone number from their website.
- Starting a return through your online account if you purchased online.
Step 3: Schedule the Pickup
Once your return is authorized, Mattress Warehouse will arrange for a third-party carrier to pick up the mattress from your home. You will need to provide your availability. They will give you a pickup window.
Step 4: Prepare the Mattress for Pickup
On the day of pickup, you need to get the mattress ready. Strip off all bedding. The pickup team is not responsible for removing sheets, protectors, or pillow toppers. They will typically take the mattress only. Have it in an accessible location.
Step 5: Receive Your Refund or Exchange
After the mattress is picked up and inspected, your refund or exchange will be processed. Refunds usually go back to the original form of payment and can take several business days to appear. If you are doing an exchange, the process for delivering the new mattress will begin.
Common Reasons for Returns and How to Avoid Them
Understanding why people return mattresses can help you make a better choice upfront.
- Firmness is Wrong: This is the most common reason. A mattress that felt great in the store for 10 minutes might feel too hard or too soft after a week. Tip: Spend at least 15 minutes lying on a mattress in the store in your usual sleep position. Don’t rush.
- Motion Transfer: You feel your partner moving during the night. Tip: If you share the bed, test the mattress with your partner in the store. Look for models with good motion isolation, like memory foam or hybrid designs.
- Heat Retention: The mattress sleeps too hot. Tip: If you tend to sleep warm, focus on mattresses with cooling technologies, breathable covers, or materials like latex.
- Pain Issues: The mattress isn’t providing the right support, leading to new or worsened back or shoulder pain. Tip: Be honest about any chronic pain with your sales associate. They can guide you to supportive models suited for your needs.
What About Exchanges?
An exchange is often simpler than a full return. If you like Mattress Warehouse but just chose the wrong model, you can exchange it for another one.
The process is similar to a return. You’ll contact them, schedule a pickup for the old mattress, and choose your new one. There may still be a handling fee, and you will be responsible for any price difference if the new mattress costs more. If it costs less, you may receive a partial refund.
Important Exceptions and Fine Print
Always read the fine print. Here are some critical exceptions that could void your return eligibility:
- Stains or Soiling: Any stain, water damage, or bodily fluid stain on the mattress will likely make it non-returnable. Always use a waterproof mattress protector from day one. This is the single most important tip to protect your investment and your return option.
- Physical Damage: Rips, tears, or burns are not covered.
- Missing Tags: Do not remove the law tag from the mattress.
- Wrong Foundation: Using an improper bed frame or box spring that sags or doesn’t provide support can void the warranty and return policy.
- Changing Your Mind After the Trial: If you contact them after the sleep trial period has ended, you will not be eligible for a return.
Mattress Warehouse Warranty vs. Return Policy
Don’t confuse the return policy with the manufacturer’s warranty. They are two completely different things.
- Return Policy (Sleep Trial): A short-term policy (100+ nights) for dissatisfaction. It’s about comfort and fit.
- Manufacturer’s Warranty: A long-term guarantee (often 10 years) against defects in materials or workmanship. It covers issues like sagging beyond a certain depth (e.g., 1.5 inches) or broken coils. It does not cover comfort changes or normal wear and tear.
Tips for a Smooth Mattress Buying Experience
To minimize the chance you’ll need to use the return policy, follow these tips:
- Do Your Research: Read reviews online and narrow down your options before going to the store.
- Ask Detailed Questions: In the store, ask about trial lengths, return fees, and foundation requirements for the specific mattress you like.
- Get Everything in Writing: Ensure the sleep trial details and any promises are noted on your receipt.
- Use a Mattress Protector Immediately: We can’t stress this enough. It protects your return option and keeps your mattress clean.
- Give it a Real Chance: Once home, try to stick it out for the full mandatory break-in period (usually 30 nights). Your body needs time to adjust.
Frequently Asked Questions (FAQ)
How long is the Mattress Warehouse return period?
The return period is based on their sleep trial, which is typically 100 nights or more. It starts the day the mattress is delivered to your home, not the day you buy it.
Is there a fee to return a mattress to Mattress Warehouse?
Yes, there is usually a return shipping or handling fee. The amount can vary, so its important to confirm the fee at the time of your purchase. This fee is often deducted from your refund.
Can I return a mattress if I removed the tags?
You should never remove the law tag from the mattress. Doing so could void your return eligibility and the manufacturer’s warranty. The tags are required by law and are a key part of identifying the product.
What if my mattress has a small stain?
Even a small stain can make your mattress non-returnable. The pickup crew will inspect it, and stained mattresses are often refused. This is why using a protector is absolutely essential from the very first night.
Can I exchange my mattress for a different one?
Yes, exchanges are generally allowed within the sleep trial period. The process is similar to a return. You will need to pay any price difference and there may still be a handling fee involved.
Do I need the original box spring or foundation?
You need to have used an appropriate foundation, but you do not return it with the mattress. The return is for the mattress only. However, using an improper foundation can be grounds for denying the return.
How long does a refund take after a mattress return?
After the mattress is picked up and received by their warehouse, refunds usually take 5 to 10 business days to process back to your original payment method. It may take another few days for your bank to post it.
Does Mattress Warehouse offer free returns?
Typically, no. The return policy usually includes a fee to cover the cost of pickup, transportation, and processing of the used mattress. Always ask about the specific fee before you buy.
What if I bought the mattress online?
The policy is generally the same for online purchases. You will initiate the return through your online account or by calling customer service. The pickup will be scheduled from your home, and the same condition rules apply.
Final thoughts: The Mattress Warehouse return policy is designed to reduce the risk of your mattress purchase. By understanding the details—the trial length, the break-in period, the importance of a mattress protector, and the potential fees—you can shop with confidence. Take your time choosing, ask plenty of questions, and protect your investment from the start. That way, you can focus on getting the good night’s sleep you deserve.