Store Policies

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 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. 

Mattresses that align with our 100-Night Satisfaction Guarantee program, which is outlined below and on our website.

Mattresses with special cuts, irregular shapes, custom modifications, or other non-rectangular dimensions are NOT eligible for exchanges or refunds under this program.

The following items are final sales and are not eligible for exchange, return, or refund:

• Mattresses with special cuts, irregular shapes, custom modifications, or other non-rectangular dimensions are not eligible for exchanges or refunds under this program.
• Box springs and foundations
• Bed frames
• Sheets
• Mattress protectors
• Quilted mattress pads
• Any other bedding accessories

If you are not completely comfortable on your mattress or are not satisfied for any reason, the 100-Night Satisfaction Guarantee becomes available after the mattress has been used for a minimum of 30 days following delivery.

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:

1. Contact Custom Mattress Makers through the Contact Us page during the eligible 100-Night Satisfaction Guarantee period and reference your order number.
2. Our staff will discuss your experience with the current mattress and help you select a replacement mattress that may better fit your comfort preferences.
3. Select, purchase, and pay for your replacement mattress. The replacement mattress must be purchased before materials from the original mattress are submitted.
4. 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.
5. Remove and send both law tags and the required 18" × 18" quilted foam swatch from each mattress being exchanged.
6. 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

1. 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.
2. 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.
3. 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.
4. Remove and send both law tags and the required 18" × 18" quilted foam swatch from each mattress being refunded according to the instructions provided.
5. 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.
6. 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.

Up to three rectangle shaped mattresses:

• Production time: Approximately 2 weeks from the order date.
• Once shipped, standard ground transit time is typically 1–7 business days depending on destination.
• Four or more quantity will extend lead-time. Contact us for more information.

Mattress with special cuts, such as angles, rounded corners, notches, etc.:

• Production time: Approximately 2 weeks from the order date.
• Once shipped, standard ground transit time is typically 1–7 business days depending on destination.
• More than one mattress may extend lead-time. Contaact us for more information.

Sheets, protectors, pads:

• Expected to ship within 2-3 weeks of order date.

Box spring/foundation, platform bed frame:

• Expected to ship within 2-3 weeks of order date.

Mattresses must be unpacked and removed from their plastic within 2 weeks of delivery. Longer than that could damage internal components, alter sizing, and will void any product warranty.

How mattresses are packaged:
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.

How products are shipped:
Custom Mattress Makers pays the one-time shipping cost for UPS Ground or FedEx Ground delivery to the shipping address provided on the original order. There is no additional charge to the customer for this initial shipment.

All products are shipped via standard residential delivery service. UPS or FedEx will deliver the package to the shipping address and typically leave it at the front door, porch, reception area, or another safe location at the carrier's discretion.

In-home delivery, setup, installation, assembly, and removal services are NOT included. UPS and FedEx drivers are not authorized to move products into the home, set up products, or remove existing mattresses, box springs, foundations, or other household items.

If you need assistance with in-home setup or removal services, please contact us for recommendations in your area.

Monitoring the tracking page:
It is the customer's responsibility 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.

Refused shipments are not considered returns. Any costs incurred due to a refused shipment, including return shipping, storage fees, rerouting charges, or redelivery charges, will be the responsibility of the customer.

Changing the delivery:
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 or FedEx facility, that is done at the customer's own risk. We highly recommend contacting us before altering any delivery addresses or dates.  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.

Lost, stolen, or damaged packages:
Once a package is marked as delivered by the carrier, the customer must notify Custom Mattress Makers promptly if the package cannot be located. Custom Mattress Makers will assist in filing a carrier investigation when appropriate. For theft claims, the customer may be required to provide supporting documentation, including but not limited to photographs, security camera footage, witness statements, or a police report.

Once the carrier marks a shipment as delivered to the shipping address provided on the order, responsibility for the package transfers to the customer.

Due to preset coil diameters and other elements outside of our control, all mattresses are subject to up to a 1" variance in each direction.

• When looking at the exact sizing of a finished mattress, several factors come into play. These include: material components, barometric pressure, humidity and packaging process. Whether it's a mattress with coils or all foam, these are factors that come into play which we have no control over. There is always the potential for the finished dimensions on the table at the factory to change slightly after it's been packaged, shipped and placed onto a bed frame. Inside mattresses with individually-wrapped (steel) coils, each coil has a predetermined diameter which is set in stone. Unfortunately, we cannot cut the coils in half or into thirds with a knife or saw to marginally reduce the size of individual units. Regardless of the skill level of the craftsman, which is very high here, it is impossible to construct a spring mattress to exact desired dimensions for every available size combination.  Therefore, we confidently build the mattress to within a 1 inch variance of requested dimensions. In most cases our mattresses are very close to perfect, as there are other ways to slightly manipulate the size. However, these restrictions do exist and it is completely normal for your mattress to finish slightly smaller or larger than ordered.
• On the Cart page, there is a box where you can request the mattress to be made "slightly undersize" or "slightly oversize". 
• Find additional information about mattress size variances HERE.