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.
We offer a generous return policy for our valued customers. To help us serve everyone fairly and to prevent misuse of our return policy, we ask that you limit your returns to no more than three within a rolling 12-month period. After three returns, we reserve the right to refuse your return request.
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.
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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)
