Shipping, Exchange, and Return Policy

Exchanges

Exchange Process: Once you have called and initiated an exchange, the Customer Service team can provide you with a case number. In the event of an exchange, you are responsible to pay any upgrade fee, as well as the shipping of your new mattress. Intellibed will cover the cost of shipping to get your current mattress back to us. Balances due for upgrades or shipping charges are due at the time the exchange is requested. You will also receive an email to confirm the exchange, and you must reply agreeing to the policy and terms. Exchanges are deemed final sale, and there will not be a second 60 night trial.

Exchange Shipping: Shipping times for exchanges are consistent with shipping times for your initial purchase. The local company will bring your new mattress and remove the old one. The packaging materials from the new mattress will be used to ship your previous mattress back to us at Intellibed. Once we receive the mattress back, we will inspect it for any stains, rips, tears or odors. If the mattress is found to be in like new condition, we will process the exchange. In the event a refund is due, please allow 10-15 days from the time the mattress arrives at our location for the credit to show on your account.

Returns

Acclimation Period: We ask that you take at least 30 days to allow your body to adjust to the proper sleep posture that only an Intellibed provides. If you decide to return your Intellibed at any point before the required 30-day acclimation period, you will be responsible for the return shipping.

Return Process: Once you have called and initiated a return, the Customer Service team can provide you with a case number. Intellibed will send out packaging materials if needed, as well as a request to have a local company in your area contact you to set up pickup. They will package the items for you. This generally occurs about seven business days after the initial return request. From there, your mattress is shipped back to Intellibed. This process generally takes around 14 business days. Once we receive the mattress back, we will inspect it for any stains, rips, tears or odors. If the mattress is found to be in like new condition, we will then start the refund process. Please allow 10-15 business days from that time to see a credit on your account. The entire process of a return takes about four to six weeks. Please feel free to call our Customer Service Team at 801-716-2888 for updates on your refund.

*Please see below for additional details and a list of non-returnable products.*

Mattresses: You must purchase a mattress protector and use it on your Intellibed during the trial period in order for the mattress to be eligible to be returned. Government regulations require that personal products such as mattresses must be protected if the product is to be returned. A returned Intellibed cannot be resold as “new” and must be inspected. Your Intellibed must be returned in the original packing materials and must be free from stains and odor, including cigarette smoke.

Toppers: The return shipping for all toppers is the customer’s responsibility.

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Non-Returnable, Non-Refundable, and Non-Exchangeable Items: Adjustable bases, box springs, bed frames, mattress protectors, pillows, sheets, other accessories, shipping and delivery charges, and any other service charges are not returnable, refundable, or exchangeable. Custom made orders are also not returnable, refundable, or exchangeable. Demo or floor model mattresses sold at a discount are also non returnable, refundable, or exchangeable. In the event you received promotional items or discounts, such as accessories or shipping, the cost of those items are removed from the refund as well. Please see the original sales order sent to you for the invoiced price of your mattress. This will give you an estimated refund amount.

*Please note: if you placed your order with a retail store, your purchase is subject to the return and exchange policy of that retailer.