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.
Regular Stock Merchandise
We will accept a return and provide a full refund provided that the following criteria are met:
- The item must be regularly stocked
- The item must be unopened, unused, unwashed and all packaging must be 100% original and complete
- The tamper-proof seal on the package must be intact
To determine if a product 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. If you are still unsure, please talk to a team member for clarity on the return eligibility of any specific product.
As many of our items are considered intimate in their use, we feel we have a moral and ethical responsibility to not re-sell used towels, pillows, bedding or mattresses and as such we cannot accept returns of mattresses or textile goods that have been opened, used, tampered with or laundered.
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 cancellations or returns on any custom or special orders. Cancellations on custom or special orders must be made within 24 hours of the original order to avoid cancellation fees and to receive a refund in full.
Examples of custom or special orders include (but are not limited to): items which are not regularly stocked, all Abyss & Habidecor, all Brink & Campman, most Brun de Vian-Tiran, most St Genève, all TEAM 7, all Vispring and all Wesley Allen.
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.
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
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.
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 as our stores do not keep any cash on hand.
Refunds are credited on a best effort basis and will be processed as quickly as possible.