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.

Estimated production & delivery lead-times:
The following time frames are estimated production time only. Ground shipping will follow and can vary from 1 to 7 business days depending on location.

• Mattresses without special cuts, up to two pieces:  Around 2 weeks production time
• Mattresses with special cuts (angle, rounded, notch, etc.):  Around 3 weeks production time
• Sheets, Protectors, Pads:  Around 10 business days production time
• Box spring/Foundations, Bed Frames:  Around 2 weeks production time

Multiple quantities of any item may extend lead-time.

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.