Shipping Policy

At Dreams Mattresses, every product is made with care — and that same care continues all the way to your door. Because we never roll-pack our mattresses, each order is handled and delivered flat to preserve its structure, comfort, and longevity.

Processing & Delivery Time

Each mattress is handcrafted to order. Production usually takes 7–10 business days, followed by delivery scheduling. Depending on your location, deliveries typically occur within 2–4 weeks after your order is confirmed.
We’ll always keep you informed and provide an estimated delivery window as soon as your mattress is ready.

Delivery Options

• Local Deliveries: We personally handle most local deliveries within our service area.
• Regional & Out-of-State Deliveries: For longer distances, we partner with professional freight and white-glove carriers experienced in handling premium mattresses.
• Setup & Removal: White-glove delivery includes in-room setup and optional removal of your old mattress (available upon request).

Shipping Costs

We believe in fair and transparent shipping. Because our mattresses are delivered flat and never roll-packed, each shipment requires professional handling and specialized transportation to ensure your mattress arrives in perfect condition.

We cover a significant portion of the delivery cost to make this service accessible and fair for our customers:

• For larger orders (typically $1,300 or more), we contribute up to $300 toward the delivery fee.
• For smaller orders (under $1,299), our contribution is adjusted accordingly.

On average, a long-distance or out-of-state white-glove delivery through our partner carrier costs around $450, regardless of destination within the continental U.S. (for example, shipping to Texas or California usually varies by only a few tens of dollars).

Our goal is simple — to make it possible for you to receive a high-quality, U.S.-made mattress without compromising on its craftsmanship, while keeping the cost fair for both sides.

All delivery charges will be clearly shown and confirmed before your order ships. We never add hidden or surprise fees.

Shipping Transparency Example

Example 1:
A customer in Florida orders a $1,699 mattress.
• Standard delivery cost: $450
• Dreams Mattresses covers: $300
• Customer pays: $150

Example 2:
A customer in Texas orders a $899 mattress.
• Standard delivery cost: $450
• Dreams Mattresses covers: $200
• Customer pays: $250

Delivery Acceptance & Inspection

Please inspect your mattress upon delivery. If there’s visible damage to the packaging or product, note it immediately with the delivery team and contact us within 24 hours so we can assist promptly.
Once the mattress is accepted and in your home, we consider the delivery complete.

Building Access & COI

If your building requires a Certificate of Insurance (COI) or has limited access hours, please let us know in advance so we can coordinate with the carrier. Additional handling fees may apply for specialized deliveries.

Missed or Rescheduled Deliveries

If you need to reschedule a confirmed delivery, please notify us at least 48 hours in advance. Missed or last-minute rescheduled deliveries may incur an additional re-delivery fee.

Returns & Refunds Policy

At Dreams Mattresses, we take great pride in the craftsmanship of every product we make. Each mattress is handcrafted to order, specifically for you, which means it isn’t mass-produced or sitting in a warehouse waiting to be shipped.
Because of this, we handle returns and refunds with great care and fairness — always balancing customer satisfaction with the reality of a made-to-order manufacturing process.

Eligibility for Returns

We understand that comfort is personal, and sometimes a mattress may feel different than expected.
If you experience any issues, please contact us within 7 days of delivery so we can work together toward a solution.
Depending on the situation, options may include a comfort adjustment, exchange, or partial refund.

To qualify for review:

• The mattress must be in like-new condition (no stains, odors, or damage).
• It must be used on a proper foundation or base that supports its structure.
• The original law tag must remain attached.

Comfort Adjustments & Exchanges

Since we manufacture each mattress in-house, we can often adjust or modify your mattress to improve comfort rather than replacing it entirely.
If an adjustment or exchange is approved, you would be responsible for transportation costs, which will be discussed upfront and kept as reasonable as possible.

Refunds

If a refund is authorized, it will be issued after inspection of the returned mattress. Delivery and return transportation fees are non-refundable.

Additionally, Dreams Mattresses does not cover any portion of the original delivery cost in the event of a refund.
If we initially covered part of the delivery expense (for example, up to $200 of a $350 shipping cost), that amount will be deducted from your refund to fairly offset the actual cost of shipping and handling.

Approved refunds are typically processed within 7–10 business days after inspection.

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

• Mattresses that have been used, stained, or soiled
• Custom-sized or specially made products
• Foundations, toppers, pillows, or accessories
• Mattresses without the original law tag attached

Order Cancellations

Orders can be canceled within 24 hours of placement with no penalty.
After 24 hours, if materials have already been allocated or production has begun, a cancellation fee of up to 35% may apply to cover costs.
This policy helps us maintain fair pricing and avoid unnecessary material loss or production disruption.

Fairness and Transparency

We’re a family-owned company, not a large online chain — so we approach every situation personally and with common sense.
If you’re unhappy, we’ll listen and do our best to find a fair outcome, whether that means a comfort modification, partial refund, or another reasonable solution.

Example Scenarios

• A mattress arrives with damage from transit → we’ll coordinate with the carrier and repair or replace it.
• A mattress feels too firm → we may offer an in-factory comfort adjustment (customer covers transport).
• A mattress was custom-made to a special size → final sale, no returns.
• A refunded order → delivery fees and any absorbed shipping contribution (up to $300) will be deducted from the refund.

How to Initiate a Return or Claim

To start a return, exchange, or comfort adjustment, please contact our team at info@naturaldreamsllc.com or 203-276-9660 with your order number and photos (if applicable).
We’ll guide you step-by-step through the process and confirm eligibility before any pickup is arranged.

Warranty Policy

Every Dreams Mattresses product is built with care, precision, and pride.
We stand behind the quality of our materials and workmanship, and we’re committed to ensuring your mattress performs as intended for years of restful sleep.

Warranty Coverage

Dreams Mattresses provides two levels of warranty coverage depending on the collection:

• Dreams Collection: 5-Year Limited Warranty
• Newport Collection: 10-Year Limited Warranty

Both warranties are valid from the original date of purchase and cover defects in workmanship and materials under normal residential use.

Coverage includes:

• Visible sagging or indentation greater than 1.5 inches, not resulting from improper support.
• Defects in foam, latex, or spring structure that cause the mattress to lose its shape or support.
• Manufacturing flaws in the outer cover, stitching, or quilting.

What’s Not Covered

Our warranty does not apply to:

• Normal wear and tear, comfort preference, or gradual softening of foams.
• Mattresses that have been stained, soiled, or used without a proper foundation or base.
• Damage caused by abuse, misuse, or unsanitary conditions.
• Mattresses used for commercial or hospitality purposes, unless otherwise agreed in writing.
• Transportation, inspection, or removal costs related to warranty service.

Conditions for Validity

To remain eligible under this warranty:

• The mattress must be used on a solid foundation or approved base that provides consistent support.
• The original law tag must remain attached.
• The mattress must not have been altered, repaired, or cleaned with chemical agents.
• Proof of purchase from Dreams Mattresses or an authorized retailer must be provided.

How to File a Warranty Claim

If you believe your mattress has a defect covered by this warranty, please contact us at info@naturaldreamsllc.com or 203-276-9660 with:

• Your name and order number
• A brief description of the issue
• Clear photos of the mattress and its foundation

We’ll review your claim and, if necessary, schedule an inspection to confirm the issue.
If a defect is verified, Dreams Mattresses will repair or replace the mattress at our discretion.

Fairness and Transparency

This warranty applies to the original purchaser only and is non-transferable.
Our goal is to handle every claim with fairness and integrity. We take pride in our craftsmanship, and if a genuine issue arises, we’ll make it right.

Mattress Care & Usage Recommendations

To maintain the quality and longevity of your mattress—and to ensure eligibility for any return, exchange, or modification—we highly recommend the use of a waterproof mattress protector from the first day of use. This simple step helps protect your mattress from spills, stains, and other damage that could void your policy coverage.

Additionally, for optimal comfort and even wear, we suggest rotating your mattress (head to foot) once a month during the first three months of use. After this initial period, rotate it once per season (approximately every three months). This practice promotes even settling of the comfort layers and helps prevent body impressions over time.