Your Satisfaction is our Number One Goal
At Soft Mattress we want you to be satisfied with your purchase. When shopping with us, our goal is to provide the best shopping experience that encourages you to shop with us for years to come. On the occasion that you receive a product that you just don’t like or that doesn’t match your decor, our experienced customer service staff will guide you through our easy return policy.
No Hassle Returns
If you would like to return an item that is in like-new condition, and packaging that has not been installed, used, worn, or modified, you may return the product at your expense within 14 days of receipt. Please Note: there are fees associated with a return.
Orders shipped via LTL Freight, if returned have to be palletized. Customers who place orders online are responsible for the accuracy of their product selection and the information entered. Customers who place orders by phone or e-mail must review their receipt for accuracy within 24 hours.
Fees Associated With Return
You may return your new and unused item within 14 days of receipt for an exchange or a refund of your purchase price minus the shipping and handling costs as well as restocking fees. If our product was offered with free shipping, please be aware that if you return one of these items, our outbound and inbound shipping cost will be deducted from your refund. Assembly fees are not refundable.
All returned items must be in their original condition and packaging. We are not able to take returns of products that have been assembled or modified.
If you choose to return your item, please contact our customer service center and we will be glad to assist you. Please pack your items to be returned securely in the original packaging.
NB: Failure to accept delivery may result in Freight Carrier / Delivery Company sending it back to our distribution center. Returned Shipment will be treated as a cancellation.
Cancelling an Item or Order
Due to our commitment to process orders quickly, there is a limited period of time in which your order can be canceled. Orders may be canceled for any reason within 24 hours of placement without incurring any restocking fees or delivery costs. Soft Mattress is only able to accept cancellation requests via e-mail or a phone call, followed by an e-mail. Please follow the directions below to submit a cancellation request. Once an order is in our Distribution Center being prepared for shipping or is already in transit via our suppliers, it cannot be canceled without the customer paying round trip shipping fees and a 20% restocking fee.
Contact us to submit your cancellation request to one of our Customer Service Agents, please include your order number.
1. Your cancellation request will be sent to our warehouse/distribution center directly to confirm the order can be canceled and has not been prepared for shipping.
2. All merchandise with shipping estimates from 3-6 weeks are considered “Custom-builds”, and cannot be canceled after the production process begins.
3. You will receive an email from us confirming if your cancellation request has been approved or denied.
All cancellations must be confirmed in writing: if we did not receive an email request to cancel the order, your order will not be canceled.
Soft Mattress is unable to cancel an order once it has shipped or been prepared for shipping.
If we are unable to cancel your order as requested, you may return the product under our Return Policy. If your order has successfully been canceled, Soft Mattress will process the refund back within 2-3 business days.
Cancelling Backordered Items / Discontinued Products
If you are canceling an order due to backorder or discontinuation, please contact our customer service department to confirm the backorder date before making your final decision. A back-order or discontinuation of a product does not mean that your particular item/order is affected.
We rely strictly on our manufacturers to provide us with correct stock updates and backorder dates; and if an item is put on backorder or is discontinued, this may mean the manufacturer is low in stock or is not producing the item anymore once stock is depleted.
Non Returnable & Custom Made Product
Soft Mattress sells products from some manufacturers that are custom-made or built-to-order. These items are non-returnable and non-cancellable once the order has been placed.
Step 1 – Request RMA, Return Merchandise Authorization and instructions
To begin the return process, please contact us via email info@Soft Mattress.com to speak with one of our fully trained customer service representatives. This process may take 3-5 business days. Once received, we will email you a Return Merchandise Authorization (RMA) number with a label and return instructions.
Step 2 – Shipping product back
Ship the item to the warehouse. Below are the keys to a successful return:
Good Packaging: Re-pack products for return in the original box with original packaging material and additional tags attached to the merchandise. Use the return label provided or your own label and write the RMA# exactly as instructed by us. Do not write on the box to maintain its like-new condition. Improper labeling may result in the denial of return.
Ship & Insure: Next, ship the product to the warehouse address provided using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered, please do not ship USPS because they cannot provide these guarantees. If we are unable to confirm the delivery of your item, this may result in the denial of a refund.
Tracking Number: We require that returns be shipped via a carrier that will provide you with a return tracking number. If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued. Providing a tracking number will also accelerate your return process. Retain your tracking number and contact us with tracking information so that we can check on the progress of your return. If you have not received the credit within 14 days from the date of delivery to the warehouse, please contact customer service and provide them with the tracking number so that we can expedite the credit process for you.
You will have 14 days in which to return the product from the date that we send you RMA. After 14 days, the Return Authorization will expire and no replacements or refunds will be given.
In the event that a return becomes damaged on its way back to the return destination, Soft Mattress will inform the customer via email that the item was received damaged and hold the product for up to 30 days. It is the customer’s responsibility to file a claim with the shipping carrier and instruct Furniture Cart concerning what to do with the damaged product. If Soft Mattress has not received notification or response from the customer within 30 days, the item will be donated or destroyed.
Step 3 – Refunds
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, modification, or been worn, the refund credit process will begin.
Customers will be refunded via the same method in which the item was purchased or via check from Furniture Cart. Refunds via check are typically issued within 5 to 10 business days of final approval.
Items returned without the proper RMA are subject to an automatic 20% restocking fee, plus shipping both ways fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Please do not request a chargeback from your credit card company during the return process. Due to the time, it takes to resolve chargeback disputes, it is usually better to be patient and wait for the return process to run its course. If a chargeback has been submitted, we will not be able to credit you for your return until the chargeback mediation process has been completed. This process can take up to 180 days.
Damaged & Defective Goods Policy
Soft Mattress will repair or replace the damaged or defective item for no additional charge. If a return is desired instead of replacement, the “Return Policy” above applies and there may be a restocking fee and our initial shipping and handling costs will be deducted from the credit.
The customer agrees to allow Soft Mattress, the manufacturer, and/or our shipping agents the opportunity to remedy the damage or defect issue. Customer agrees to accept the remedy selected by Soft Mattress, the manufacturer, or the Soft Mattress shipping agent.
Failure to follow the return procedure for the damaged item may result in a charge for the free replacement item. If we request information in order to assist us in fulfilling your order, such as pictures, serial numbers, or repair quotes, and do not receive a response from you for 14 consecutive calendar days, it is assumed that you are keeping the order in its current condition and no further remedies will be offered.
Returned items that are found by Manufacturers Representative to be in good condition or shipped as ordered may not be eligible for a refund. In such a case Furniture Cart will email you for your decision on whether to ship the item back to you at your expense or issue a refund with up to 30% restocking fee, plus shipping both ways fee.
NB! Warranty is null and void if furniture has been moved from the original point of delivery by the consumer. Soft Mattress will not assume responsibility for any damages or missing items / parts that could have occurred during your move.
Small Package Deliveries
For smaller UPS or FedEx deliveries that are damaged in transit, please contact our customer service representative immediately instead of refusing the package. If damages are reported within 7 Days for UPS or Fed-Ex deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify Soft Mattress of defective or damaged merchandise within two business days of receipt.
Large Package Deliveries
Upon receiving delivery immediate inspection is required. It is especially important when receiving large items shipped by LTL, White Glove, and common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged. All damages should be reported to Soft Mattress within 48 hours of delivery.
Please Note: Customers who sign for delivery and do not notate “damage” assume responsibility if merchandise is damaged.