Can I return and receive a refund for my item?
We understand that sometimes a product may not meet your expectations, and we're here to help explain your options.
Refund Policy
Returns for a full refund are not accepted after delivery/pickup. All sales are considered final once items are delivered or picked up.
Alternative Option: Preference Reselection
If you are not satisfied with the look or feel of your item, you may be eligible for a Preference Reselection, which allows you to choose a different item.
Eligibility:
- Concerns must be reported as soon as possible
- Requests made more than 7 days after delivery will not be eligible
Fees & Important Details
- A restocking fee of up to 40% may apply
- A new delivery fee will also apply for the replacement item
- Reselection must be for an item of equal or greater value
How to Get Started
To review your options or begin a reselection, please contact our Guest Experience Team at (732) 548-1200.
Can I exchange my item for something else?
If you're not fully satisfied with your item, you may be eligible for a Preference Reselection, which allows you to choose a different product.
What Is a Preference Reselection?
A Preference Reselection allows you to exchange your item for another item of equal or greater value.
Eligibility:
- Preference concerns must be reported within 30 days of delivery
- This policy applies to non-mattress items only (mattresses follow a separate comfort policy)
Are There Any Fees?
- If the concern is reported within 72 hours (3 days) of delivery, restocking fees may be avoided
- If reported after 72 hours, a restocking fee will apply
Additional Details:
- Restocking fees are based on the timing of your request relative to the delivery date
- Fees apply only to the item(s) being returned — not the full order
- The restocking fee will be deducted from your store credit
Delivery Fees
- A new delivery fee will apply for your replacement item(s)
- Delivery fees are determined at the store level based on your new selection
If you'd like to begin a reselection or confirm your eligibility, please contact our Guest Experience Team. We'll be happy to guide you through the process and help you find something you love.
What is the time frame for me to be able to exchange my item for something else?
- If the concern is reported within 72 hours (3 days) of delivery, restocking fees may be avoided
- If reported after 72 hours, a restocking fee will apply
All requests to exchange items should be made as soon as possible to avoid/lower restocking fees.
What does the reselection process look like?
If you're not satisfied with your item, a Preference Reselection allows you to choose a replacement item. Here's what to expect during the process:
Step 1: Report Your Concern
- If reported within 72 hours (3 days) of delivery, photos are not required
- If reported after 72 hours, photos will be required to verify the condition of the item(s)
Step 2: Review Fees (If Applicable)
A restocking fee may apply if your concern is reported after 72 hours.
Restocking fees:
- Are based on when the concern is reported
- Apply only to the item(s) being returned (not the full order)
- Are deducted from your store credit
A new delivery fee will also apply for your replacement item(s). This fee is determined at the store level based on your new selection.
Step 3: Select Your New Item(s)
- You must choose replacement item(s) within 7 days of receiving your reselection credit
- Items must be in stock
- Items must be of equal or greater value than the original item(s)
Please note: Refunds are not offered as part of the reselection process.
Step 4: Schedule Delivery
Your new delivery must be scheduled within the first 3 available delivery dates in your area.
What is considered preference vs. defect?
Preference Exchange (Reselection)
A preference exchange is when:
- You would like a different item due to personal preference
- Or the original order needs to be corrected
In this case:
- You will choose a different product than what was originally purchased
- This is known as a reselection
Defect Exchange (Even Exchange)
A defect exchange is when:
- The item is damaged, defective, or not functioning properly
In this case:
- We replace the item with the same exact product (same SKU)
- This is called an even exchange
If the item cannot be repaired or serviced, an even exchange may be approved.
Key Difference
- Preference = You want something different (reselection)
- Defect = The item is damaged or not working properly (same item replacement)
If you're unsure which category your situation falls under, our Guest Experience Team will be happy to review your case and guide you to the best solution.