Under normal circumstances, we are always available to help you select the perfect configuration for your customizable mattress. That’s what our sleep consultations are all about! Your mattress is a long-term investment in your comfort and health, so we want you to be comfortable and happy with that investment.
You have 90 days from the date you receive your customizable mattress to be sure you’re happy with its firmness or softness. If you decide within that period that you’d prefer a layer softer or firmer than your original choice, we will replace the latex. There is no charge to you for the latex unless you ordered a Savvy Rest and change a layer from Dunlop to Talalay latex, in which case an upgrade fee* applies. You are charged for shipping to receive a new layer and return the old. Shipping costs vary based on size; we will help you calculate the cost when you order your exchange for a hassle free experience.
The latex exchange policy is not a return policy. We do not accept returned mattresses or pillows. The latex exchange policy does not apply to custom-sized mattresses.
*Note: If Talalay is exchanged for Dunlop, no credit is issued despite the difference in price.
How to order a latex exchange
Contact us and let us know “I’d like to order a latex exchange,” and provide your original order number. Indicate the size layer and type of latex you need. And confirm which layer/s you will return.
If you are unsure which new latex to order, ask us to advise you on recommendations to adjust the comfort.
The replacement layer/s will be shipped to you from the manufacturer. Return Shipping Instructions and a shipping label will be in the new box.
Follow the Return Shipping Instructions to pack the latex and schedule a parcel pickup.