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Frequently Asked Questions
What is the 100-Night Sleep Trial and which mattresses does it cover?
Pre-built mattresses, including the Luxerion Latex Mattress, Luxerion Hybrid Mattress, and Organic Latex Essential Mattress, come with a 100-night trial, replacing the idea of judging a mattress from a quick showroom test. This gives your body real time to adjust to a new sleep surface before deciding whether to keep it.
How much does it cost to return a pre-built mattress under the trial?
A flat $99 return fee applies to eligible returns within the trial period, with no additional shipping costs, restocking fees, or other charges beyond that. The mattress needs to be picked up by an approved vendor within 30 days of the trial period ending, and missing that pickup window voids return eligibility.
Can I return just one layer of a DIY mattress instead of the whole thing?
Yes, DIY mattresses carry their own 30-day return and exchange policy, but only one component, not the entire mattress, can be returned or exchanged. You can exchange one latex layer, or return one layer, per customer or household within a 12-month period, for a flat $45 fee either way.
Are mattress covers, coils, or adjustable bases returnable?
No, mattress covers, coils, latex pillows, adjustable bases, and wood mattress foundations are all excluded from returns. Bed bases, including platform beds, frames, foundations, and adjustable bases, are final sale and can't be exchanged either.
Does DIY mattress warranty coverage exist like the pre-built mattresses have?
No, DIY mattresses aren't covered by any warranty, unlike the pre-built line, which comes with a 10-year limited warranty covering defects in materials and workmanship. This is worth weighing when deciding between a DIY build and a pre-built model.
What voids the mattress warranty?
Using a spring foundation or one with slats spaced more than 3 inches apart voids the manufacturer warranty, since inadequate support can damage the latex over time. Damage from spills, burns, mold, or leaving mattress components boxed up for more than 30 days also isn't covered.
Does Latex Mattress Factory offer free shipping?
Yes, free shipping applies within the contiguous US, with additional fees for Alaska, Hawaii, or international orders. Most mattresses ship via FedEx and arrive within 48 hours of the order being placed.
What happens if I receive the wrong item?
If you receive an incorrect order, Latex Mattress Factory will ship the correct item at no cost to you. This is treated separately from a standard return and doesn't carry the standard $99 or $45 fee.
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