Our exclusive, 100-Night Satisfaction Guarantee
100 Night Satisfaction Guarantee
However, in the event that you are not completely comfortable on the mattress or are not satisfied in any way, Custom Mattress Makers offers a refund option equal to the full amount you paid for the mattress. This program is available after the 14th night of sleeping on the mattress and expires on the 100th night after receiving delivery. *We are proud to be the only manufacturer or retailer in the country that offers a full, money back guarantee on custom size mattresses.
This program applies to all mattress models that were purchased via this website, both standard or custom sized, within 100 nights.
*Please note: No products can be refunded after this 100 night period ends.
As mentioned above, the program is available after the 14th night of sleeping on the new mattress. During the first two weeks, the mattress and your body will go through a transitional period. It's very important to allow both your body and the mattress this allotted timeframe to adjust and conform accordingly.
If these two weeks have passed and you're having an issue with the mattress, simply send us an email explaining your interest in the program. We will reply quickly and do our best to offer a quick solution, which may take care of the issue right away. If the issue still exists, or the solution provided is simply not sufficient in your opinion, the final step would be for us to confirm the refund and provide instructions to begin the process.
Since your mattress will not fit back into the box in which it was shipped in, we ask that you mail us a few pieces of information to receive your refund. The instructions below outline the steps needed to take advantage of this program. An easy to follow video will also be provided to you via email.
1. Using scissors and/or a utility razor knife, cut an 18” x 18” piece of the quilted cover from anywhere on the top of the mattress.
• A fabric swatch is required from each mattress being refunded
2. Using scissors, fully remove both white law tags from the mattress.
• Two law tags are required from each mattress being refunded.
3. Take your quilted fabric and law tags to your local post office, UPS or FedEx store. Feel free to use any shipping box that you’d like. We find that the Medium Flat Rate box works best, but any size can be used as long as all the materials fit safely inside.
4. Insert all laws tags and 18” x 18” swatch(es) of quilting into shipping box and send to our factory address, which we will provide after contacting us.
5. When your package is received with all law tags and 18" x 18" quilt swatch(es), a refund will be issued for the mattress amount listed on the original order. The refund will be processed via the payment method that was used to place the order.
*Under this program, the return shipping cost of the mattress materials and disposal of the refunded mattress are the responsibility of the customer. In the event you’d like assistance with disposal of the mattress, Custom Mattress Makers may be able to organize this for an additional fee. Please reach out via email or phone for more information.
*This refund program is offered one time per household. It is only available for mattresses that were purchased from Custom Mattress Makers via the company website. Products that are not eligible for this program are: foundations, boxsprings, sheets, mattress protectors, and products that were purchased elsewhere or by another retailer. As outlined above, a mattress refund will be issued only after both the removed law tags and the 18” x 18” fabric are received for each mattress. The materials must be received by us within 14 days of refund approval.
Effective 9/2021, Updated 8/13/2022