We want you to love your new mattress and are confident that you will!
However, if you are not completely comfortable on your mattress or are not satisfied for any reason, we offer two options for eligible rectangular-shaped mattresses through our 100-Night Satisfaction Guarantee program:
- An exchange for a different mattress.
- A refund of the eligible mattress purchase price, less a $99 processing fee per mattress.
This program becomes available after the 30th night of sleeping on the mattress and expires on the 100th night after delivery.
Mattresses with special cuts, irregular shapes, custom modifications, or other non-rectangular dimensions are not eligible for exchanges or refunds under this program.
This program applies only to eligible rectangular-shaped mattresses purchased directly through the Custom Mattress Makers website, including both standard and non-standard sizes. All other products are considered final sale and are not eligible for an exchange or refund.
Why We Ask You to Sleep on Your Mattress for 30 Nights
During the first month, both the mattress and your body will go through a transitional period, which happens with any new mattress.
The materials inside the mattress will begin settling and breaking in, while at the same time your body will be adjusting to the new feel and support level. It is important to allow both your body and the mattress this allotted timeframe to adjust and conform accordingly.
If you've used the mattress for at least 30 nights and are experiencing an issue, simply contact us by email and let us know that you are interested in using the 100-Night Satisfaction Guarantee.
We will do our best to help identify a solution that may resolve the issue. If the issue still exists, or the solution provided is not sufficient in your opinion, you may choose one of the following options.
1. Exchange Under the 100-Night Satisfaction Guarantee
Customers who prefer a different mattress may choose the exchange option available under the 100-Night Satisfaction Guarantee.
To qualify for the exchange option, the replacement mattress must be purchased and paid for directly through Custom Mattress Makers before the required law tags and quilted foam swatch from the original mattress are submitted.
How to Complete an Exchange Under the 100-Night Satisfaction Guarantee:
- Contact Custom Mattress Makers through the Contact Us page during the eligible 100-Night Satisfaction Guarantee period and reference your order number.
- Our staff will discuss your experience with the current mattress and help you select a replacement mattress that may better fit your comfort preferences.
- Select, purchase, and pay for your replacement mattress. The replacement mattress must be purchased before materials from the original mattress are submitted.
- Once the replacement mattress order has been confirmed, Custom Mattress Makers will authorize the original mattress for exchange and provide instructions for submitting the required materials.
- Remove and send both law tags and the required 18" × 18" quilted foam swatch from each mattress being exchanged.
- Once all required materials have been received and verified, Custom Mattress Makers will refund the eligible purchase price of the original mattress to the original payment method.
No processing fees apply when the customer completes an eligible mattress exchange in accordance with this procedure.
The customer is responsible for the cost of shipping the required law tags and quilted foam swatch to Custom Mattress Makers.
The replacement mattress is processed as a separate purchase. Depending on the timing of the original mattress refund, customers may temporarily have charges for both mattresses until the exchange process has been completed.
If a replacement mattress is not purchased and paid for before the original mattress is submitted for refund processing, the transaction will instead be processed under the refund option described below.
2. Refund Under the 100-Night Satisfaction Guarantee
Customers who do not wish to exchange their mattress may request a refund under the 100-Night Satisfaction Guarantee.
Each mattress approved for a refund is subject to a $99 processing fee per mattress. The applicable processing fee will be deducted from the refund amount.
For example:
- One mattress refunded: $99 processing fee
- Two mattresses refunded: $198 total processing fee
- Three mattresses refunded: $297 total processing fee
Once the required law tags and 18" × 18" quilted foam swatch from each mattress have been received and verified, the approved refund, less the applicable processing fee, will be issued to the original payment method.
How to Receive a Refund Under the 100-Night Satisfaction Guarantee
- Contact Custom Mattress Makers through the Contact Us page during the eligible 100-Night Satisfaction Guarantee period. Please mention that you are requesting a mattress refund and reference your order number.
- Our staff will respond promptly and may request photographs, measurements, comfort feedback, or other supporting information to help evaluate the mattress and confirm eligibility under the program.
- Once the required information has been received and eligibility has been confirmed, Custom Mattress Makers will provide authorization and instructions for completing the refund process.
- Remove and send both law tags and the required 18" × 18" quilted foam swatch from each mattress being refunded according to the instructions provided.
- Once all required materials have been received and verified, the eligible mattress purchase price, less the applicable $99 processing fee for each mattress being refunded, will be issued to the original payment method.
- Approved refunds will be processed within 10 business days after all required materials have been received and verified by Custom Mattress Makers.
One-Time Use of the 100-Night Satisfaction Guarantee
The 100-Night Satisfaction Guarantee is a one-time benefit.
Under the 100-Night Satisfaction Guarantee, an eligible customer may choose either an exchange for a replacement mattress or a refund.
Once either option has been completed, the Satisfaction Guarantee has been fulfilled and may not be used again for the original or replacement mattress.
Replacement mattresses purchased through the exchange option do not begin a new 100-night satisfaction period.
The replacement mattress is considered the customer's final comfort selection and is not eligible for an additional comfort exchange or refund under the 100-Night Satisfaction Guarantee.
The Satisfaction Guarantee may not be restarted, extended, renewed, or used repeatedly through subsequent replacement purchases.
Program Limitations and Requirements
- This program is valid from 30 days after the delivery date through 100 days after the delivery date. No exchanges or refunds can be processed outside of this timeframe. The initial 30-day period allows your body time to adjust to the mattress and allows the mattress materials to fully break in.
- This program is offered one time per household, address, customer, or order group, at the sole discretion of Custom Mattress Makers. It is only available for eligible mattresses purchased directly from Custom Mattress Makers through the company website.
- The replacement mattress must be purchased and paid for before the required materials from the original mattress are submitted in order for the transaction to qualify as an exchange.
- There are no additional processing fees when the customer completes an eligible mattress exchange in accordance with the exchange procedure described above.
- Each mattress approved for a refund is subject to a $99 processing fee. If multiple mattresses are refunded, a separate $99 processing fee will apply to each mattress.
- Replacement mattresses purchased through the exchange option do not begin a new 100-night satisfaction period and are not eligible for an additional exchange or refund.
- Customers must reasonably cooperate with all requests related to the evaluation, exchange, or refund process. This may include providing photographs, measurements, comfort feedback, law tags, quilted foam samples, proof of disposal, or other information reasonably requested by Custom Mattress Makers. Failure to provide requested information or materials may result in denial of participation in the program.
- Custom Mattress Makers reserves the right to request photographs of the mattress, foundation, frame, law tags, or other supporting documentation prior to approving an exchange or refund.
- An exchange or refund will be processed only after both removed law tags and the required 18" × 18" quilted foam swatch are received for each applicable mattress. These materials must be received by Custom Mattress Makers within 14 days of approval.
- The customer is responsible for all costs associated with participating in this program, including shipping the required mattress materials and mattress disposal costs. If you would like assistance with mattress disposal, Custom Mattress Makers may be able to arrange this for an additional fee. Please contact us via email or phone for more information.
- Approved refunds will be processed within 10 business days after all required materials have been received and verified by Custom Mattress Makers.
- Products that are not eligible for exchanges or refunds under this program include foundations, box springs, bed frames, sheets, mattress protectors, quilted mattress pads, special-cut mattresses, irregularly shaped mattresses, products with other custom modifications, and products purchased through third-party retailers or resellers.
- As outlined in the Shipping Policy, mattresses must be removed from all compression packaging and protective plastic within 14 days of delivery. Mattresses left in their packaging beyond this period may experience damage to internal components, altered dimensions, or diminished performance and are not eligible for exchanges or refunds under this program.
- In the event a wrongful and unsubstantiated chargeback is submitted before completion of the 100-Night Satisfaction Guarantee process, Custom Mattress Makers reserves the right to suspend processing of the exchange or refund while the chargeback dispute is being resolved and to recover any actual costs incurred, where permitted by law.