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

We want you to be comfortable with your new mattress. If you are not completely satisfied with an eligible mattress, you may request a one-time exchange or refund through our 100-Night Satisfaction Guarantee.

The program becomes available after 30 nights of use and expires 100 nights after delivery.

The initial 30-night adjustment period allows your body to become accustomed to your new mattress and gives the mattress materials time to settle and break in.

After the first 30 nights, eligible customers may choose one of the following options.

Option 1: Exchange for a Different Mattress

If you would prefer a different mattress, you may exchange your original mattress through our 100-Night Satisfaction Guarantee.

To complete an exchange:

1. Contact Custom Mattress Makers within the eligible guarantee period and provide your original order number.
   
2. Our staff will discuss your experience and help you select a replacement mattress.
   
3. Purchase and pay for your replacement mattress before submitting the required materials from your original mattress.
   
4. Once your replacement order is confirmed, we will authorize the exchange and provide instructions for submitting the required materials.
   
5. Send both original mattress law tags and an 18" × 18" quilted foam swatch from the original mattress, following our instructions.
   
6. Once the required materials are received and verified, we will refund the eligible purchase price of your original mattress to your original payment method.
   

No processing fee applies to an approved exchange completed according to this procedure.

The replacement mattress is treated as a separate purchase. Customers may temporarily have charges for both mattresses until the original mattress refund has been processed.

If a replacement mattress is not purchased and paid for before the original mattress is submitted for refund processing, the transaction will be handled as a standard refund, subject to the $99 processing fee.

Replacement mattresses are considered final comfort selections and do not qualify for an additional 100-Night Satisfaction Guarantee.

Option 2: Mattress Refund

If you do not wish to exchange your mattress, you may request a refund under the 100-Night Satisfaction Guarantee.

Approved refunds are subject to a $99 processing fee per mattress, deducted from the eligible mattress purchase price.

For example:

• One mattress refunded: $99 processing fee
  
• Two mattresses refunded: $198 total processing fee
  

To request a refund:

1. Contact Custom Mattress Makers within the eligible guarantee period and provide your order number.
   
2. Our staff will review your request and may ask for photographs, measurements, comfort feedback, or other supporting documentation.
   
3. Once eligibility has been confirmed, we will provide authorization and instructions for completing the refund process.
   
4. Remove and submit both mattress law tags and the required 18" × 18" quilted foam swatch from each mattress being refunded.
   
5. Once all required materials have been received and verified, your approved refund, less the applicable processing fee, will be issued to your original payment method.
   

Approved refunds are processed within 10 business days after all required materials have been received and verified. Additional time may be required for your bank or payment provider to post the refund.

Return Materials and Mattress Disposal

Customers are not required to physically ship the entire mattress back to Custom Mattress Makers as part of the standard satisfaction guarantee process.

However, each mattress being exchanged or refunded requires submission of:

• Both original mattress law tags
  
• One 18" × 18" quilted foam swatch removed from the mattress
  
• Any additional documentation reasonably requested during the evaluation process
  

Required materials must be received by Custom Mattress Makers within 14 days of exchange or refund approval.

Customers are responsible for all associated costs, including shipping the required materials and disposing of the original mattress.

If assistance with mattress disposal is needed, Custom Mattress Makers may be able to arrange removal services for an additional fee. Please contact us for availability and pricing.

Do not remove law tags, cut mattress materials, or dispose of your mattress until you have received authorization and instructions from our staff.

Important Program Requirements

The following conditions apply to our 100-Night Satisfaction Guarantee:

• Eligibility period: Requests must be initiated after the required 30-night adjustment period and no later than 100 nights after delivery.
  
• One-time benefit: The guarantee is available one time per household, address, customer, or order group, at the discretion of Custom Mattress Makers.
  
• No additional trials: Replacement mattresses do not begin a new satisfaction period and are not eligible for additional comfort exchanges or refunds.
  
• Direct purchases only: The program applies exclusively to eligible mattresses purchased directly through the Custom Mattress Makers website.
  
• Customer cooperation: Customers must provide reasonably requested information or materials necessary to evaluate and complete an exchange or refund. Failure to cooperate may result in denial of participation.
  
• Mattress unpacking: Mattresses must be removed from compression packaging and protective plastic within 14 days of delivery. Mattresses left packaged beyond this period are not eligible for exchanges or refunds under the program.
  
• Unauthorized returns: Exchanges and refunds must be authorized by Custom Mattress Makers before required materials are submitted.
  
• Payment disputes: If a wrongful and unsubstantiated chargeback is initiated before the guarantee process is completed, Custom Mattress Makers reserves the right to suspend processing while the dispute is resolved and recover actual costs incurred, where permitted by law.
  

Damaged, Defective, or Incorrect Products

If you believe your order has arrived damaged, defective, or incorrect, please contact Custom Mattress Makers promptly with your order number, a description of the issue, and supporting photographs when available.

We will review the situation and determine an appropriate resolution in accordance with our applicable shipping policies, product warranty, and consumer protection requirements.

Issues involving manufacturing defects or shipping errors are evaluated separately from comfort-related requests under the 100-Night Satisfaction Guarantee.

Additional Information

For complete details about our satisfaction guarantee, production procedures, shipping requirements, and other store terms, please review:

• 100-Night Satisfaction Guarantee
  
• Store Policies
  
• Contact Us
  

All exchanges, refunds, and cancellations are subject to applicable law. Nothing in this policy limits any rights or remedies that cannot legally be excluded.

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.