Below are Custom Mattress Makers' store policies regarding order changes/cancellations, size variance, satisfaction guarantee, and shipping. All customers that do business with us, via our website or over the phone, must read and agree to these prior to submitting an order.

*After reading through these, please enter your full name and email address at the bottom of the screen to complete your order.

1. Order Changes and Cancellations

Need to make a size change?

Custom Mattress Makers allows for changes/alterations up to 24 hours after the order is placed. This applies to mattresses, foundations, sheets and mattress protectors.

In an effort to keep lead-times as short as possible, we start assembling materials as early as one day after the order is placed.
If it is within 24 hours of the order being placed and you need to make a change, please reply to the order confirmation email or reach out to us via the CONTACT US page.
After 24 hours have passed since the order was placed, we are unable to make any changes.

Need to cancel an order?

Similar to the above policy, orders can be cancelled within 24 hours of the order being placed. This applies to mattresses, foundations, sheets and mattress protectors.

If you're interested in cancelling a an order and it is within 24 hours of the order being placed, please reply to the order confirmation email or reach out to us via the CONTACT US page.
Due to the custom nature of our products, we cannot cancel or refund an order after 24 hours have passed.

2. Odd/Custom Size Mattress Variance

Due to preset coil diameters and other elements outside of our control, all custom mattresses are subject to up to a 1" variance in each direction.
Find additional information about custom size variances HERE.

3. 100-Night Satisfaction Guarantee

All rectangular mattresses purchased from the Custom Mattress Makers website are eligible for the 100-Night Satisfaction Guarantee. This includes custom sizes. For more information about how this program works, visit our webpage HERE.
This program is available after 30 days of sleeping on the mattress, and up to 100 days after the product's delivery date. After 100 days, this program has expired and no refunds or exchanges will be given.
The following items do not qualify for this program: mattresses with special cuts, foundations, sheets, and protectors.
This refund program is offered one time per household. Custom Mattress Makers reserves the right to refuse multiple refund requests made by the same household.

4. Shipping Information

All mattresses from Custom Mattress Makers are packaged via the "roll-packing" process. This process compresses and rolls the mattress into a carton that allows it to be shipped any physical street address in the continental USA. Feel free to read more about that process on our Shipping page HERE.
Custom Mattress Makers pays a one time delivery cost for UPS Ground shipping to the address marked "shipping address" on the original order. There is no additional charge to the customer for this initial shipment.
It is very important to monitor the tracking page provided in the shipping confirmation email. *In the event the package is not deliverable or is refused, a second delivery charge will apply and must be paid by the customer.
If the original shipment is changed or altered by the customer, whether it's rerouted to a different address or a pick up is requested at a UPS facility, that is done at the customer's sole discretion. If a change or alteration is made by the customer and a redelivery of the mattress is required, that must be paid by the customer and not Custom Mattress Makers.
Due to current UPS policy, old mattress and boxspring removals are not available at this time.

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