Refund policy

At DreamSenseâ„¢, your comfort comes first. We want you to feel confident choosing the right sleep products for your home. Because our products fall into different categories with unique hygiene and usage considerations, our return policy varies by item. Please review the details below before placing your order.

Sleep Easy — Here’s How It Works

  • Try your mattress at home with a 100-night comfort trial
  • If it’s not the right fit, we’ll help you exchange it
  • Unopened items may be returned for a refund (minus $75)
  • Opened mattresses are not eligible for return or refund

Mattresses — 100-Night Comfort Trial

We offer a 100-Night Comfort Trial so you can experience your mattress in the comfort of your own home.

How the trial works:

  • Your trial begins on the delivery date (based on carrier confirmation).
  • We recommend sleeping on your mattress for at least 30 nights before requesting an exchange, as your body may need time to adjust.
  • You may request a one-time exchange between nights 31–100.
  • To remain eligible for an exchange, the mattress must be maintained in clean, sanitary, and donatable condition throughout the trial period.
  • Limit one trial per household/address (except Twin XLs used to create a King).

Mattress Exchanges During the Comfort Trial

If your DreamSense™ mattress isn’t the right fit during your sleep trial, you may request a one-time exchange between nights 31 and 100, subject to the conditions below.

Exchange Eligibility Requirements: 

Before a replacement mattress can be shipped:

  • The original mattress must be picked up by an approved service provider or donated locally and verified by DreamSenseâ„¢.
  • DreamSenseâ„¢ will arrange for mattress removal through an approved third-party pickup, recycling, or donation partner where service is available.
  • In areas where pickup service is unavailable, customers may be asked to coordinate a local donation and provide acceptable proof of donation.
  • The mattress must be clean, sanitary, and suitable for donation, handling,
    transportation, recycling, or disposal. Mattresses with stains, odors, contamination, insect infestation (including bed bugs), excessive soiling, pet damage, mold, bodily fluids, or similar conditions are not eligible.

Mattress Inspection and Removal:

DreamSenseâ„¢ works with independent third-party service providers to facilitate
mattress pickup, recycling, and donation services. These providers may assess whether
a mattress is suitable for donation, recycling, or disposal based on its condition.

Important Note:

  • A replacement mattress will not be shipped until the original mattress has been picked up or acceptable proof of donation has been received and approved by DreamSenseâ„¢.
  • Our pickup and donation partners may assess the condition of the mattress before, during, or after pickup.
  • If the mattress is found not to be in donatable condition the exchange request may be denied.
  • In some cases, a mattress may be picked up before a complete condition assessment can be performed. If our service partner later determines that the mattress does not meet the requirements for donation, recycling, or exchange eligibility, the exchange request may be declined.
  • Pickup providers may decline to remove a mattress that presents health, safety, sanitation, or transportation concerns.
  • DreamSenseâ„¢ reserves the right to request photographs or additional information to verify the condition of the mattress before approving an exchange.
  • Exchange eligibility is determined by DreamSenseâ„¢ and its authorized service providers.

Additional Exchange Terms: 

  • Exchanges are offered in place of refunds for opened or used mattresses.
  • Replacement mattresses do not qualify for a new 100-night trial.
  • Price differences, shipping charges, taxes, or other applicable fees may apply
    depending on the replacement model selected.
  • Limit one exchange per original mattress purchase.

Returns & Refunds (Unopened Mattresses Only)

We accept returns for a refund only if the mattress is unopened and in its original packaging.

  • Opened mattresses are not eligible for return or refund. 
  • A $75 processing fee will be deducted from the refund.
  • The mattress must be unused, unopened, and in its original packaging.
  • Refunds are issued to the original payment method only.

How to Request an Exchange or Return

Step 1 — Contact Us

Email our support team at support@customaticbeds.zendesk.com to request an exchange or return. We’ll confirm your eligibility and guide you through the next steps.

Step 2 — Follow Instructions

Our team will guide you through the process based on your situation.

Bundles, Accessories & Promotional Items

The sleep trial applies only to the mattress, unless stated otherwise. Accessories and promotional items may be subject to separate terms.

  • Free promotional items are not refundable.
  • If a mattress order is refunded, the retail value of any free promotional item included with the order may be deducted from the refund amount.

Pillows & Adjustable Bases

Unused and unopened pillows and adjustable bases may be returned within 30 days of delivery.

  • Items must be returned in original packaging and in like-new condition.
  • Refunds will be issued after the returned item is received and inspected.

Return Freight / Handling Fees (Deducted From Refund):

  • $50 per Pillow
  • $125 per Twin XL Adjustable Base
  • $225 per Queen or Split Head Queen Adjustable Base

For sanitary reasons:

  • Opened pillows are not eligible for return.
  • Opened, installed, or assembled adjustable bases are not eligible for return.

Damaged or Defective Items

If your order arrives damaged, you must report the damage within 30 days of delivery.

To submit a claim, contact us at support@customaticbeds.zendesk.com and include:

  • Order number
  • Shipment tracking number
  • Clear photos of the damage

Failure to report within the stated timeframe or provide required documentation may result in denial.

All approved returns require a Return Authorization before any product is sent back. Unauthorized returns will not be accepted.

Contact Us

Email: support@customaticbeds.zendesk.com
Phone: 1 (844) 815-9023

Final Notes

This policy is designed to be clear, fair, and transparent — so there are no surprises. By placing an order with DreamSense™, you acknowledge and agree to the terms outlined above.

Sleep confidently — we’re here to support you every step of the way.