Cocoa Firm, custom mattress

Custom Mattress Makers allows for size changes up to 24 hours after the order is placed.

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. After the build process has started, we cannot make any changes to the order.

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 email us via the CONTACT US page.

Similar to the above policy, orders can be cancelled within 24 hours of the order being placed. The purchase amount will be refunded.

Due to the custom nature of our products, we cannot cancel an order after 24 hours have passed and the build process has already started.

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 email us via the CONTACT US page.

All rectangular shaped mattresses purchased from the Custom Mattress Makers' website are eligible for the 100-Night Satisfaction Guarantee. This includes custom sizes.  For more information about how this program works, visit our webpage HERE.

Special cuts (angles, notches, radius) are not eligible for refund or return under this program.

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

As skilled as our craftsmen are, it is impossible to construct a spring mattress to the exact dimensions of all size combinations. Each coil spring has a predetermined diameter, therefore we are somewhat limited when it comes to the width and length of the mattress.  Since we cannot split a coil in half or thirds, we build the mattress to within a 1" variance of requested dimensions.

In most cases our mattresses are very close to perfect. However, these restrictions do exist and it is completely normal to see your mattress 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". 

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.

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.

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.

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.

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 own risk. We highly recommend contacting CMM 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: 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, 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.