Policies Warranty and Care and Maintenance
Exchange.We have a 60-night exchange policy from your delivery date.. One exchange is free; components such as springs and latex can be easily exchanged at home. We only charge a delivery fee for this service. We do not force you to sleep on the mattress for an extended period, but we recommend, in most cases, a week to adjust to your new mattress. Please reach out to us for advice if you have any concerns about comfort after delivery.
On the rare occasion that someone does not adjust to the feel of an All-Latex model or an Innerspring Hybrid, you can return the mattress one time toward the purchase of a different model of equal or greater value. This is a rare occurrence for us, as normally, most comfort issues are solved with a simple top-layer exchange. A redelivery fee will be added to any full exchange.Custom-size mattresses are excluded from this policy.
Returns/Cancellations As long as the mattress is not a custom size, it can be canceled before delivery. Once delivered, it is not returnable for a refund. There is no return of a used mattress for money back. That said, all comfort issues are usually easy for us to solve, since every mattress has a zipper with easy access. We deliver a luxury-quality mattress that people don’t want to return, so rest assured, you’re going to love your new mattress from The Natural Mattress Store.
Warranty Your TNMS mattress comes with a non-pro-rated ten-year warranty. The warranty covers any mattress that impresses more than 1.5 inches from high to low. The expectation is that, if properly supported, all mattresses we sell will exceed their warranty, with an expected maximum impression of ¼ to ¾ inch over the product’s lifetime. Placing your mattress on an improper support structure voids the warranty. No used box springs or frames with improper support will be accepted. :
Proper support. We recommend either a slatted foundation or a platform bed with hardwood slats with no more than a 2-3 inch gap between slats. We do not recommend any frame with metal slats or bowed slats.
Care and Maintenance. Never wash your TNMS mattress zipper cover. There is no way to clean the outer cover. You can unzip the top portion of the outer cover and leave it out in the sun for a few hours as a natural way to clean it. We recommend rotating your top latex layer once a year. This is not required, but you will see a slightly longer lifespan from your latex if you unzip the cover, flip the top piece of latex over, and then rotate the layer 180 degrees.
Call us with any customer service needs or replacement parts at 415-459-2221 or sales@thenaturalmattressstore.com.