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Returns

Please remember that we highly value you, our customers, and that we have created our policies in our effort to serve you fairly and also to stay as a competitive business for many, many years providing high quality products at great prices with outstanding customer service. If you may have any questions about any of our stated policies herein, please don't hesitate to contact us. Thank you!!

All returns require a Return Authorization (RMA).

All domestic orders that are shipped directly from our warehouse will arrive to you with a printed receipt. This printed receipt includes our official logo, watermarks, if any, and any relevant instructions or product offers. Any authorized changes or adjustments made to your order will also be reflected in this printed receipt. The printed receipt is your official receipt. If you received a product without a printed receipt or with an incorrect printed receipt, please contact us within 10 days of receiving the product and we will mail out the printed receipt within 5 business days to the mailing address that we have for you in our file. For all returns, we require the following:  

  • Request a Return Merchandise Authorization (RMA) via our Contact Us page at least a day before the date that your trial expires.This form will be e-mailed to you within 24 hours after request. Allow more time If you wish to have the form mailed out to you;
  • Return the product in sanitary condition and close to, if not exactly the same condition that we sent it. We will not accept it otherwise;
  • Return the product in its original manufacturer's packaging, if it came with any. Mattress toppers must be placed inside a plastic bag. If you wish to have instructions on how to vacuum pack the foam, you may contact us;
  • Using a sealing tape, cover the top and bottom and all the edges of the box for shipping to prevent any bugs from riding.
All returns must be shipped to the return address that we will provide. We currently cannot accept drop-offs. All returns are received and properly documented in our system if delivered by a common courier only.

Very Important: Upon Receiving the Item:

We highly suggest that you examine the product thoroughly when it arrives to you. We do inspect our products carefully but in the event that you received a wrong product or a product that you believe is damaged, please contact us within 48 hours. (Particularly, before reporting a that the latex toper product is damaged, please read our disclosure that there would be cosmetic flaws, which are normal for these natural products.) If you may have any questions about the product or if you may have any other concerns that you believe we should know, please contact us within 48 hours so that we can make a note of it in our system. Not reporting to us any concerns you may have will confirm that the product was received in a condition that you expected and it was perfectly fine.

If you are unable to talk to us, please leave us a message. We do monitor our phone and e-mail messages very closely and will respond to you promptly.


Wrong Product

This rarely happens since we process all orders with extra care. However, in the event that you have received a wrong product, you must let us know within 48 hours. To facilitate the process, you must e-mail us pictures so that we can initially examine the product without seeing it. Once we have received and approved your claim, we will issue a call tag or a prepaid shipping label for the product. You neeed to return the product unused and in the same condition that we sent it. We require that the product be shipped back within 5 days after we approved your claim. We will replace the wrong product as soon as possible. If a similar product of equal or lesser value is not available as replacement at the time, such as in the case of seasonal or clearance products or scraps and occasional products, we will refund the complete amount of your purchase. 

 

Damaged Product

In the event that you have received a damaged product upon receipt, you must let us know within 48 hours. To facilitate the process, you must e-mail us pictures so that we can initially examine the product without seeing it. Once we have received and approved your claim, we will issue a call tag or a prepaid shipping label for the product. Please make a note if the packaging was damaged during transit as that would help us file a claim with the courier You neeed to return the product unused and in the same condition that we sent it. We require that the product be shipped back within 5 days after we approved your claim. We will replace the wrong product as soon as possible. If a similar product of equal or lesser value is not available as replacement at the time, such as in the case of seasonal or clearance products or scraps and occasional products, we will refund the complete amount of your purchase.

Note that it is possible that you will receive the replacement before we receive your return. In case we didn't receive the damaged/incorrect product within a reasonable time, we will bill you for the replacement that you received. In case we received the product but it was not damaged or was correct as ordered, we will bill you for the replacement that you received plus the shipping cost of the product that will be returned to you. Note that we have the responsibility as well as the right to replace the product with another product that was as ordered. If you would rather that we replace it with a product that is different from what was originally ordered, then we will treat this type of return as a Hassle-Free Money-Back Satisfaction/Comfort Guarantee and applicable fees will be enforced. The same applies if you decided that you don't want a replacement at all.

 

Satisfaction/Comfort Guarantee (Restocking Fee May Apply)

With our normal 30-day Hassle-Free Money-Back Satisfaction/Comfort Guarantee, you can buy from our store with more confidence. We understand how important it is to spend your hard earned money wisely. We choose only the highest quality products and your satisfaction is our number one priority but you may return our product for any reason and there is no exchange required. Our fees remain the same whether you will be returning the product for money back or exchange.

We must receive your return not later than the 10th day after we sent the RMA. Cut-off time for RMA is 11 AM PST. If we e-mailed it after 11 AM, then that day does not count. 10 days is what we allow for transit, your return must be post stamped not later than the end of your trial period. If the end of the trial period happens to be a weekend or a shipping holiday, please plan to return the product earlier. The RMA is deleted from our system if these timelines are exceeded. If your return arrives and the RMA is invalid, we will not be able to process your request and we will return the product to you if you would pay for shipping.

Prior to placing an order, you must refer to the individual product page for any specific return policies and/or stated return/restocking fees. Click here for Mattresses. Click here for adjustable mattress foundations. For all other products, please visit the specific product page.

If no special fees or special policies are specified for the product, our 30-day Hassle-Free Money-Back Satisfaction/Comfort Guarantee and default restocking fee will apply. Effective on 8/28/11, unless otherwise specified, our default restocking fee is 25%. Any restocking fees are calculated based on the advertised regular price (price before any sale or discounts). If S&H is paid separately, that amount is not refundable. Return shipping is paid for by our customer. International customer pays for any duties and brokerage fees associated with the return.

Our goal is to simplify and facilitate your buying decision and to help make the return process much more understandable and easier for everyone. Most customers would like to know upfront what the exact return cost would be for them. Restocking fees encourage many to buy cautiously, which helps reduce the cost for everyone.

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We do NOT sell used pillows, toppers, and beddings unless they are marked/being offered as scrap. We do share a big loss with you if our product gets returned. Restocking fees help us recover a very small portion of our loss, mostly shipping and handling costs. In general, any money paid separately for delivery usually does not get returned.
Because most of our prices include S&H, the restocking fee pays partly, if not for all, our delivery costs.

While many stores do not accept comfort or change-of-mind type of returns for personal items and very few do but  under a not-very-straightforward policy, SleepLikeaBear.com accepts returns for any reason and without questions asked and any restocking fees are disclosed prior to sale. Most retailers of latex foams and pillows do not carry an inventory and have no facility to accept and dispose returns but we do.

Our website is equipped with complete information about our products and most customers make a conscientious purchase by educating themselves prior to purchase. The real test, however, is to use the product in complete privacy at home within enough time that your body can completely adjust to it. By allowing our customers to use the product and by offering to take it back, large costs are incurred. Our restocking fee helps us protect our business while we continue to offer the privelege to our customers and at the same time keep our high business integrity.


Please contact us if there is anything we haven't covered-we will be happy to answer your questions.

Manufacturer's Warranty Claims

Our products are manufactured from the best materials available using the highest standards of workmanship in the construction. In the unlikely event that the product you purchased was defective and your claim was received outside the Satisfaction Guarantee period specified for the product, please refer to the Warranty Information specific to the product that you purchased. Without seeing the product physically, we will initially determine whether the issue is warranty related or not, based on what the pictures that you can provide and based on your answers to our questions. If you believe that the product was defective and should be covered by the Manufacturer's Warranty, please to follow up with us to file a claim.

The returned product will be inspected carefully upon receipt and sent back to the manufacturer for their evaluation. If the product is covered under the specific Product Manufacturer's Warranty, all the terms in the specific Product Manufacturer's Warranty will be properly enforced. If the product is not covered, we will return the product back to the customer and the actual cost of shipping and our normal processing/handling fees plus 15% of the original advertised price, before any discounts, to cover a portion of the inspection cost, will be billed to the customer.

Note that the customer pays for shipping of the product to us and also shipping of the replacement or repaired product to the customer.

For details, check information on the specific product. If you need help, you must contact us prior to purchasing.