Customer Care & Policies

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.