Return and 365 Night Guarantee Policy
At MattressInsider.com, we stand by the quality and uniqueness of our mattresses, including hard-to-find sizes, with a comprehensive 365 Night Guarantee.
Trial and Return Eligibility
- Only one trial and exchange is allowed per customer household. The sleep trial is intended for new customers only, even if subsequent orders involve different mattresses.
- Due to the custom nature of our products, return policies may vary. Specific details are provided in the product descriptions, so please review them carefully before purchasing. Note: There are no returns on Aireflow Hypervent, mattress encasements/protectors, or pillows. Sheets can be returned within 30 days as long as the packaging has not been opened. Customer is responsible for return shipping and a 25% restocking fee.
- Custom, special order, one-of-a-kind, and clearance items are generally excluded from returns unless specified otherwise in the product description.
Cancellation and Charges
- We initiate production immediately upon order confirmation. Cancellations made after 24 hours are subject to a $59 cancellation fee. If the product has already shipped, you are responsible for round-trip shipping fees.
- Mattress Insider reserves the right to refuse returns or refund requests in cases of suspected fraud or buyers remorse where the product has already been shipped.
Two-Part Guarantee
- If you’re not 100% satisfied after at least 30 days of use, contact us to initiate a return through donation. You will need to donate the mattress to a registered non-profit of your choice and obtain a Donation Authorization (DA) from us beforehand. A refund is processed once we confirm the donation with the charity and receive a donation receipt. Note: This part of the guarantee does not apply to custom orders and is limited to one per customer.
- After 60 days, if you decide to return the mattress, please contact us for a Return Merchandise Authorization (RMA) number and the return address. Returns must be postmarked by day 365. A $59 restocking fee will apply, and you are responsible for return shipping costs. The mattress must be returned clean and undamaged. We reserve the right to deny the comfort trial if our policies are not followed or if the trial is used as a substitute for a refund on issues that are otherwise ineligible.
Please note that shipping fees to Hawaii, Alaska, and Canada are non-refundable. Customers in these locations will receive a full product refund minus the original shipping cost.
Trials and exchanges are limited to 1 use per customer/household. Sleep trial is for new customers only, even if you order a different mattress on any future orders.
Product Condition on Return
- The returned product must be free of dirt, stains, rips, tears, holes, and burns. We donate returned items, so please keep them in a suitable condition.
Measurement and Order Accuracy
- Please ensure all dimensions, colors, styles, and shapes are verified before ordering as we cannot offer returns, exchanges, or refunds for incorrectly ordered specifications due to the cost of labor, materials, and freight.
For any questions or assistance with measuring, feel free to call us at (888-488-1468). Our mattress experts are here to help, but the final decision on dimensions is the customer’s responsibility.
We appreciate your understanding and are here to support you every step of the way!
