When you get the mattress at the door and the mattress is not what you wanted, it is refuse able or exchangeable at no cost to you. No shipping fee, nothing. So buy with confidence you have nothing to lose! We also have a 7 day return policy for which you will get a full refund, excluding the shipping fee for both ways. (Delivery to you, our customers, costs us money even if we deliver it for free!) It is also exchangeable for a different mattress of your choice, and you will not be responsible for the shipping fees. We are very confident that you will be very satisfied with your mattress, though!
All mattress returns will only be accepted and refunded if it is in brand new condition and wrapped in the plastic.
The boxed memory foam mattress is only returnable for 14 days and has to be packed in the original box. You will get refunded in full excluding the shipping fees of both ways.
We offer a 7 day Return Policy starting on the day when the merchandise is received by a customer, so buy with confidence! You may return an item, excluding any shipping and Handling charges, within a period of 7 days according to the following guidelines:
1. All returns must be doubled boxed (manufacturers box inside a shipping box) and authorized by www.Nymattress.com . Please contact our customer service department for return authorization number and instructions prior to shipping merchandise back. Enclose the original receipt or a copy of it with your return. Also enclose a brief letter of explanation of return and state your request for either a refund or an exchange. Please include the authorization number on this letter and not on the outside of the box. Never write anything on the manufacturers box.
2. Refunds, exchanges and returns may only be made within 7 days of receiving. the merchandise if return is in original mint (brand new).
3. Returns of non-defective opened merchandise are subject to a minimum 15%restocking fee.
4. All returns will not have a restocking fee if provided merchandise is returned in unopened condition (brand new) within 7 days! If the package is opened there is a minimum 15% restocking fee.
5. Any product, which appears to have an initial defect within 7 days of delivery, may be returned for a replacement (for the identical model only) without being subject to any restocking fees.
6. RMA numbers are valid 30 days and the product must reach our warehouse before then. A delay will result in complete forfeiture of your credit. Products sent back without valid RMA numbers will not be accepted.
7. Any merchandise returned to us unauthorized will be REFUSED.
8. Make sure to insure the package. We cannot be responsible for lost or damaged packages.
9. NOTE: Customer is responsible for shipping charges on returns.
10. Shipping and handling expenses are non-refundable (including all refused and unaccepted packages).
11. All merchandise must be returned in original manufacture packaging.
12. All supplied manufacture accessories must be included in original factory packaging when returning the item. Failure to return all or any supplied accessories will result in complete forfeiture of your credit
13. Original manufacturers warranty cards and paperwork must be blank.
14. Claims must be made within 5 days of receipt of merchandise. Customer is responsible for inspecting merchandise contents and condition within those 5 DAYS.
15. No partial returns when buying with Packaged deals: Everything must be returned. WE ARE WILLING TO EXCHANGE ANY DEFECTIVE products. All returns are subject to inspection.
16. In the event any of these conditions are not adhered to, we reserve the right to either refuse the return, or to charge a nominal restock fee of no less than 15% depending on the condition of the returned merchandise.
17. Returns typically take 5-7 business days to process, and credits should be posted within 14 days of receipt. Please note that we are not responsible for returns lost by the shipping company.
Any item with a defect is exchangeable or refundable at no cost to you. We have a 14 day return policy and you will be refunded in full excluding the shipping fees of both ways. Item must be returned in original manufacturers packaging in perfect condition. Not used or damaged. Please call or e-mail us for a RMA # before returning.
Please e-mail or call us for the return address and RMA#.
By Phone: 718-395-7280
Hours of Operation for Customer Service
Sunday through Thursday: 9:00 am to 7:00 PM.
Friday (winter): 9:00 am to 1:00 p.m.
Friday (Summer DST): 9:00 am to 2:00 p.m.
Our Time Zone (GMT -05:00) Eastern Time.