Refund policy
The Sleep Loft
Exchange Return and Cancellation Policy
A free exchange. No lost sleep. Our 365-day mattress trial includes one free comfort exchange, with pickup of your original mattress and delivery of your replacement included at no charge. Mattress refunds are limited to the unopened original mattress exceptions below.
365 Day Mattress Trial With One Free Exchange
Sleep on your mattress for at least 30 days to allow it to break in and give your body time to adjust. If it still does not feel right, contact us to request your free exchange within 365 days of your original mattress delivery.
Reselect a mattress in our showrooms or online from the 15 top-rated online mattress brands we carry. We will pick up the mattress you do not like and bring you the replacement you select. There are no exchange, pickup, or replacement delivery fees for this comfort exchange.
An exchanged mattress becomes final sale, with no further return or exchange.
Limited Refunds for Unopened Original Mattresses
These refund options apply only to an original mattress purchase that remains unopened, unused, and in its original packaging. Exchanged mattresses do not qualify.
Before White Glove home delivery. Once your mattress arrives at our warehouse for White Glove delivery, you may request cancellation before it leaves for home delivery. A $99 refund fee will be deducted from your refund. Special orders do not qualify for this cancellation option.
After home delivery. If your mattress remains unopened and unused in its original packaging, contact us to arrange pickup. A $149 pickup fee will be deducted from your refund to cover our team returning to collect the mattress.
The $99 and $149 fees apply only to qualifying refund requests, never to the free comfort exchange. Other than the two unopened-mattress exceptions above, we do not offer mattress refunds.
Order Cancellations and Special Orders
Orders cannot be cancelled once placed, except for the qualifying warehouse mattress cancellation described above. Orders cannot be cancelled while in transit, and delivery cannot be stopped. Special orders cannot be cancelled or stopped once placed.
Furniture Adjustable Beds and Accessories Are Final Sale
Furniture, decorative goods, adjustable beds and adjustable bases, bed frames, bed boards, posters, duvets, pillows, mattress protectors, and all other accessories are final sale once the order is placed. These items cannot be cancelled, returned, or exchanged, even if unopened. This includes special orders. Delivery cannot be stopped.
Damaged Defective or Incorrect Merchandise
The final-sale restrictions apply to merchandise supplied correctly and in good condition. If an item arrives damaged, defective, or incorrect, contact us promptly so we can review the issue and arrange an appropriate resolution.
How to Contact Us
Email cs@thesleeploft.com to request an eligible mattress exchange, warehouse cancellation, unopened mattress pickup, or help with damaged, defective, or incorrect merchandise.