We Care About You After Your Purchase
Can I cancel My Order?
You may cancel your order without any charge the same day. After the close of business on the day you purchase, the process of building your custom mattress will have begun, and your order cannot be canceled.
For drop-ship items only, a $35 cancellation fee applies.
May I return my mattress for a refund?
May I exchange my mattress?
Your new inner-spring mattress from Create-A-Mattress has been personalized with your name, which is your guarantee that your mattress came straight from the factory to your home, without ever being used in a showroom or another customer’s home. Therefore it cannot simply be exchanged for another.
Please be aware that stores offering exchanges commonly re-sell exchanged mattresses to other customers as new, as evidenced by "restocking" fees, indicating the goods are being restocked in inventory for re-sale – which means if you buy from a store like that, your mattress might not really be new at all. Most states allow mattresses that are exchanged to be resold as new without any restrictions. We refuse to follow this practice.
What if there is a defect or problem with the mattress?
Please inspect your mattress carefully at the time of delivery. If there is a defect or problem related to workmanship or production quality, or if the wrong item is delivered, you must identify it before the delivery team leaves your premises, and a replacement mattress will be made and delivered at no charge.
If you discover a defect or problem with your mattress after the time of delivery, please consult your warranty card.
Mattresses eligible for a warranty claim due to a defect covered by the warranty during the warranty period ( warranty terms) will be replaced with the same or comparable item at no charge, and the customer will be responsible for only for the cost of delivery/removal.
Uh-oh, I ordered the wrong size.
Please double check your sizes as we cannnot replace purchases that were placed in the wrong size. For custom size orders and antique frames, make sure to double-check your measurements and the structural integrity of your antique frame as we cannot be responsible for errors in dimensions or issues related to frame construction.
What about accessories?
If you ordered an accessory item and changed your mind after it arrived, we are glad to accept returns within 21 days if the item is in its original condition and packaging, suitable for resale. Customers are responsible for paying return freight, plus any supplier restocking fees that may apply, and the balance will be refunded.
We are so sure that you will love your new Create-A-Mattress that we offer one FREE replacement.
Just as with many new purchases (shoes, for example), your body needs a period of "getting comfy." So we ask that you spend at least three weeks getting adjusted to your new Create-A-Mattress. If after three weeks (21 calendar days) you are still unhappy, and you report it in the next three weeks, we will provide you with one FREE replacement mattress, and only charge for the white glove delivery of the replacement with removal of the original ($300). The FREE replacement offer expires six weeks (42 calendar days) following the original date of delivery.
The FREE replacement must be for a different model or softness level. You may "upgrade" and pay the difference, however there will be no credits issued if your replacement is a less expensive model.
To be eligible for a FREE replacement, the original mattress must be free of stains, tears, punctures, burns, or other signs of unusual use.
- These policies are subject to change at any time, at the sole discretion of Create-A-Mattress. The policies in effect on the date of your purchase will remain in effect for that purchase.
- The FREE replacement offer applies to standard size mattresses and sets with "white glove" delivery. All memory foam mattresses, gel foam mattresses, talalay latex mattresses, futon mattresses, folding/hinged box springs, and accessories (frames, mattress protectors, pillows, sheets, etc) shipped via ground delivery are final sales. All custom size items including European/international sizes are also final sales.
- You may be asked to supply photographs and other proof of eligibility for the FREE replacement offer.