Returns, Refunds & Deposits

The Mattress & Sleep Company understands that sometimes returning a product is necessary. As we offer a wide variety of product types please take a moment to review the applicable sections below.

Bedding & Regular Stock Merchandise | Custom Orders | Mattresses | How Refunds Are Processed | Deposits | Return Process



Bedding & Regular Stock Merchandise

We will accept a return and provide a full refund on any bedding item or standard merchandise, provided that the following criteria are met:

  • The item must be regularly stocked
  • The item must be unopened and unused in any way

To determine if an item is regularly stocked please read the "Estimated Delivery, Shipping Costs & Availability" section on any product page on this website. This section will make mention of which sizes or configurations of a particular product are regularly stocked.

As many of our items are considered personal use products, we feel we have a moral and ethical responsibility to not re-sell used pillows, bedding or mattresses and as such we cannot accept returns in the event these types of items are returned in anything other than an unopened, brand new condition. With this policy in place we are able to guarantee the item we're delivering to you is brand new.

Please see The Sleep Sound Guarantee® for more details.

Return Shipping Fees
You are responsible for return shipping fees, unless the reason for the return is at a result of an error made by us.



Custom & Special Orders

We do not accept returns or cancellations on any custom or special orders. The exception is any return due to a manufacturer’s defect that has been approved by the warranty process.

Examples of custom or special orders include (but are not limited to): items which are not regularly stocked, all Abyss & Habidecor, some Natura, most St Genève, all TEAM 7 and all Wesley Allen.



Mattresses

The Mattress & Sleep Company is proud to say that we do not sell used mattresses. For this reason, we are unable to accept returns on any used mattress unless of course the reason for return falls under the manufacturer's warranty.

Please see The Sleep Sound Guarantee® for more details.




How Refunds are Processed

If your return qualifies for a refund, the credit is applied to your original purchasing debit, credit or gift card. If this is not possible a cheque will be issued. We do not refund Cash.

Refunds are credited on a best effort basis and will be processed as quickly as possible.



Deposits

Deposits are fully refundable so long as your order has not been put into production by the manufacturer. If already in production your order may be subject to cancellation fees, which vary depending on the brand of product purchased.



Return Process

If you've purchased from us in-store feel free to skip the steps below and simply pop in the store. One of our team members will be glad to help.

Step 1: Obtain an RA number. Please fill out This Form, and ensure you include the following information:

  • Invoice number or customer name
  • Item(s) you need to return
  • Reason(s) for return

Step 2: Package your return(s) in a suitable carton (preferably the same carton you received them in). Be sure to write the RA number on the outside of the carton. Take your package to your preferred shipper (Canada Post or UPS for example) and ship the item to:

The Mattress & Sleep Company
Attention: Returns
10340 34 Ave NW
Edmonton, AB     T6J 7A2

Consider purchasing insurance. We are not responsible if your package is lost or damaged during transit.

Step 3: Upon receipt of your package we will inspect it carefully. Should the item(s) be returned in satisfactory condition your refund or credit (whichever is applicable) will be applied as soon as possible. You will receive an email containing the results of the return process.

Please, do not return any packages without obtaining an RA#. This is for your protection as the Return Authorization process creates a digital paper trail formally recognizing your desire to make a return.



Bedding | Custom Orders | Mattresses | How Refunds Are Processed | Deposits | Return Process