Returns & Exchanges

We stand behind the quality of everything we sell. If you’re unhappy with your purchase for any reason, you may return most items* for any reason within 30 days of your ship date. For local purchases or showroom pickups, the 30-day period starts on the fulfillment date.

We will provide a return shipping label at no charge, which must be used within 5 days. Returns must be shipped back in the original box and packaging.

Items must be unused, unwashed and in the original packaging to qualify for a full refund. If your item has been used, you are still eligible to receive store credit as long as it is within the 30-day window. Store credit expires a year from the date of issuance.

Items Ineligible for Return or Exchange

*Some items are not eligible for return or exchange. Please check the following list of all items that are final sale (except in the case of manufacturing defects):

Mattresses
Bed Frames
Clearance products (sold ‘as-is’)
Custom Products
Samples & Raw Materials

Vendor items such as Sachi Organics or Coyuchi are only eligible for return in unused condition and original packaging. Please read this entire policy and check product pages for guidance.

How To Return An Item:

1) Simply submit your Return Request through our Return Form within 30 days of the ship date.

2) We will send you a prepaid shipping label. It must be used within 5 days.

3) Fold the item neatly and place it in the same box. Include your name and Order Number. Be sure to tape all box seams shut to avoid any damage during shipment.

Mattress Returns, Exchanges, & Cancellations:

We NEVER accept returns for used mattresses, foundations or bed frames, unless defective.
All Mattresses are ALL SALES FINAL. Please note that our 30 Day Mattress Comfort Guarantee allows for a Comfort Exchange of your Soaring Heart mattress within 30 days of delivery, provided it has had proper protection, support, and is not stained or damaged. See above for more details.

In the case of a one-time cancellation exception, there will be a 30% restocking fee for the All Wool Mattress and a 20% restocking fee for Soaring Heart mattresses. For Soaring Heart mattresses, if the order is canceled before it is shipped or out for delivery, there will not be a restocking fee.

Clearance Items:

All sales from the Clearance list online or in a showroom are final.
All items are sold “As Is”- no refunds will be issued on Clearance List items.

Custom Items:

Due to the nature of their production, Custom orders are all sales final, with no cancellations or returns. We triple check our measurements and dimensions against your requests and/or template you provide, so these items are nonrefundable.

Qualifying for a Refund

All returns must be made within 30 days from the date of shipment, local delivery, or in-store pick up. To qualify for a refund or exchange, returns must not show signs of use (including foreign odors or fibers) and should be in original packaging.

Vendor items such as Sachi Organics or Coyuchi are only eligible for return in unused condition and original packaging. Returns will not be accepted on used vendor items.

All bedding will go through an inspection before a refund is authorized. If it has been determined that the item has been used or laundered, a refund will not be issued, and store credit will be offered in lieu of a refund. Store credit expires a year from the date of issuance.

Bedding is a personal item, and thus it must not be used or laundered to qualify for a refund. "Used" is defined as any length of time you, or anyone else, have personally used the product, which can be determined by evidence of laundering, personal odors, or fibers such as hair or dirt.

We strongly recommend keeping the item you intend to return in its box and far away from any strong smelling scents, including: perfume/cologne, plug-in air fresheners, strongly scented hand creams or soaps, and other perfumed body care products. Any product returned with a 'personal or home odor' will be considered 'used' and not be eligible for a refund. Thank you for remembering that we are a small company and are not able to resell bedding that has been used.

We are prohibited, by law, from reselling used bedding: therefore, it is imperative that you comply with this law by not using the product in question that you wish to return for a refund. Thank you.

Cancellations

Orders canceled prior to shipment will be refunded, excluding Bed Frames. Bed Frame orders cannot be canceled once placed.

Please note that the All-Wool Mattress incurs a 30% restocking fee upon cancellation, which will be deducted from your refund amount. Any refunds due will be processed back to the payment method for original purchase.

Damaged Packages and Manufacturing Defects

If a product defect is found or the item is damaged in shipping, please submit the form below to begin the return process. Please note that the following do not qualify as manufacturing defects:

Normal body impressions of 1½" deep or less.*
Variance of less than 2” on each side or less than 20% of fill weight
Anything that occurs after receipt of the item, such as stains, burns, or tears.
Floor models or models sold “as is.”

*Normal body impressions are not a suggestion of structural failure. Natural materials such as wool have the potential to compress 20-30% over time.

If you received an incorrect, damaged, or defective item, we’ll need photos and an explanation of the problem to determine that it is eligible for a refund or replacement. Please note, wool carries the mild natural scent of lanolin; this is not considered a defect.

If we deem the product to have been received damaged, incorrect, or defective, we will provide a return shipping label at no charge.

The Inspection Process & Return of Funds:

Approved returns are processed within 7-14 days of receipt at our facility.

All bedding will go through an inspection before a refund is authorized. If it has been determined that the item has been used or laundered, a refund will not be issued, and instead, store credit will be offered. "Used" is defined as any length of time you have personally used the product.

Additionally, if the bedding has picked up strong smells from your home, then the refund will be VOID. This list includes: perfume/cologne, plug-in air fresheners, hand-creams, hand soaps, smoke, and any other strongly smelling household odor. This is due to our policy in determining used products, but also because we are very cautious to not interfere with any of our customers' sensitive allergies, and we thank you for understanding.

If your return has been voided, you will have the option of receiving store credit. If you decline to receive store credit, you may have your item shipped back to you within 30 days at your own expense.

Any refunds due will be processed back to the payment method for original purchase. If any balance is due after an exchange, our customer service team will reach out with an invoice. Invoices for remaining balances must be paid before shipment of the new product(s).