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.

1. 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.
2. 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.
3. 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.
4. 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 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.
5. Lost, stolen, or damaged packages: Custom Mattress Makers, to the best of their ability, will work in conjunction with UPS to resolve any issues. In the event the package is stolen after being delivered, it is the responsibility of the customer to provide video and/or photo evidence of the package being stolen, as well as a copy of a police report filing with local authorities.
6. Due to current UPS policy, old mattress and boxspring removals are not available at this time.