Sleep With Confidence – Our Return & Exchange Policy

At The Big Mattress Outlet, our mission is simple: help you sleep better for less. We’re proud to offer one of the most generous comfort guarantees in the industry—because we’re confident in our ability to match you with the right sleep system the first time. But in the rare case it’s not quite right? We’re here to help.
 

🛌 Comfort Guarantee: We’ve Got Your Back (and Side, and Stomach)

We don’t just sell mattresses—we provide sleep solutions. That’s why most mattresses include our Comfort Guarantee, designed to give you total peace of mind.

• Try it for 14 nights – it takes time to adjust to a new mattress.

• Exchange it anytime between nights 15 and 101 if you’re not loving it.

• Up to 2 reselections allowed—we’re committed to getting it right.

• Exchanges may incur a modest restock fee depending on the mattress brand.

• No refunds on comfort exchanges, but you’ll always receive full credit toward a new selection.

• Appropriate mattress protector must be purchased to protect Comfort Guarantee.

• Mattress must be undamaged and free from all stains and odors, with all original tags attached.

​

   🔍 Fun fact: Less than 1% of our customers request an exchange—and of those, almost no one ever needs a second one.
 

📦 General Returns: Final Sale & Exceptions

In order to keep our prices low and pass the savings on to you, some items are final sale:

• All closeout mattresses, foundations, adjustable bases, and pillows are final sale.

• Special orders may not be canceled or returned.

• Unopened boxed bedding (like protectors or sheets) may be exchanged within 7 days.

We’ll always do our best to help when an issue arises, even on items that are final sale—reach out and let’s talk!
 

🛠 Warranty Support

Products covered under a manufacturer warranty will include warranty details in or on the packaging. If you have a warranty concern, we want to hear about it. Reach out to the store where you first made your purchase. We will quickly assist and may ask for the following:

• Your original purchase information, such as the name and/or phone number on the transaction.

• If we cannot locate your transaction, you may be asked to provide your original sales receipt.

• A description of the defect.

• Pictures or video showing the defect (remove all bedding before taking pictures).

• Additional information that may be required by individual manufacturers for warranty claims.

​

⚠️ Important Warranty Considerations

Most warranty denials are due to preventable issues—often things we try to educate customers about upfront to help avoid disappointment later. Some of the most common causes of denial include:

• Improper foundation use, such as pairing a new mattress with an old or incompatible box spring.

• Insufficient bed frame support, especially for queen and king sizes which require strong center support.

• Body impressions that are considered normal wear, including normal break-in areas that can be felt but don’t exceed the warranty threshold (typically ¾" for foam and hybrid mattresses, and 1.5" for innerspring).

• Visible stains or spills, which void most mattress warranties regardless of the issue being claimed.

This is why we strongly recommend investing in proper support systems and a high-quality mattress protector at the time of purchase. Not only do they extend the life of your mattress—they also protect your warranty eligibility. Our team is always happy to walk you through what's covered and how to avoid issues down the road.

 

For eligible warranty claims, we’ll help you navigate the process with the manufacturer to ensure things are handled properly. If a warranty claim is approved, each manufacturer reserves the right to issue repair, replacement, or reselection of equivalent value. 

 

Please note that closeout mattresses and foundations are sold as-is and do not carry a warranty.

​​

Questions? We're Here!

If you’re ever unsure about a return, exchange, or warranty question, don’t hesitate to call, message, or stop by. We’re in the business of solving sleep problems—and we’re on your team.