We stand behind the quality of our products. If you’re not satisfied, most items may be returned within 30 days of your ship or fulfillment date. Please review the details below.
- Items must be unused, unwashed, and in original packaging to qualify for a refund.
- Used items are eligible for store credit only.
- Vendor items (e.g., Coyuchi, Sachi Organics) can only be returned unused and in original packaging.
- We provide a prepaid return label (must be used within 5 days).
- Approved returns are processed within 7-14 days of receipt.
- ALL returns undergo inspection and if any odors or foreign fibers are found, store credit will be issued.
Ineligible Items (Final Sale)
- Mattresses (including Shikibutons, Futons)
- Coco Mats and Bed Frames
- Clearance/“As-Is” Products
- Custom Products
- Samples & Raw Materials
How to Return
- Submit a Return Request (see form below) within 30 days of your ship date.
- We’ll send you a prepaid shipping label (use within 5 days).
- Repack item neatly in the original box with your name & order number.
- Seal all seams securely before shipping.
Inspections & Refunds
- All bedding is carefully inspected before refunds are authorized.
- Refunds are not issued if items show signs of:
- Laundering
- Odors (perfume, smoke, soaps, home scents, etc.)
- Fibers (hair, dirt, lint)
- Such items are eligible for store credit only. This expires one year after issuance.
- Once your inspection is complete, we will issue your refund or store credit. Refunds are credited to your original payment method.
Cancellations
- Orders may be canceled before shipment, except Custom Orders (final sale).
- All-Wool Mattress cancellations incur a 30% restocking fee and cannot be cancelled once shipped.
- Other mattresses incur a 20% restocking fee if canceled after shipment.
Mattresses
- All mattress sales are final.
-
30-Day Comfort Exchange available if mattress is:
- Properly protected and supported
- Free of stains and damage
- Holy Lamb Organics or Soaring Heart Natural Beds brand only
Custom Products
- All custom orders are final sale (no returns, cancellations, or refunds).
Damaged or Defective Items
If your item arrives damaged or defective:
- Submit the form below and email hello@soaringheart.com with photos & explanation.
- Do not throw away packaging (may be needed for carrier claim).
- Verified defects qualify for free return shipping & replacement or repair.
Not considered defects:
- Normal body impressions of ≤1.5"
- Variance of <10% weight or <2” per side
- Natural wool scent of lanolin
- Anything that occurs after receipt of the item, such as stains, burns, or tears.
- Floor models or models sold “as is.”
Missing Packages
- If lost in transit, claims can be filed after 20 days (per carrier rules).
- If marked “delivered” but missing:
- Check neighbors, alternate doors, or building office
- Wait 24 hours before contacting us (often packages show up nearby)
Please submit the form below to initiate a return.
