Privacy Policy
This Privacy Policy describes how dreamsmattresses.shop (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.
Contact
After reviewing this policy, if you have additional questions, want more information about our privacy practices, or would like to make a complaint, please contact us by e-mail at dr.mattressfactory@gmail.com or by mail using the details provided below:
Natural Dreams LLC, 27 Harbor View Avenue, Stamford CT 06902, United States
Collecting Personal Information
When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information about an identifiable individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.
- Device information
- Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
- Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels.
- Disclosure for a business purpose: shared with our processor Shopify.
- Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
- Order information
- Purpose of collection: to provide products or services to you to fulfill our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
- Source of collection: collected from you.
- Disclosure for a business purpose: shared with our processor Shopify, Facebook, Carro, Google.
- Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number.
- Customer support information
- Purpose of collection:
- Source of collection:
- Disclosure for a business purpose:
- Personal Information collected:
- Purpose of collection: to provide customer support.
- Source of collection: collected from you.
- Disclosure for a business purpose:
- Personal Information collected:
Minors
The Site is not intended for individuals under the age of 21. We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address above to request deletion.
Sharing Personal Information
We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:
- We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
- We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
Behavioural Advertising
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:
- We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
- We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).
- For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at https://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by:
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: https://optout.aboutads.info/.
Using Personal Information
We use your personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.
Lawful basis
Pursuant to the General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“EEA”), we process your personal information under the following lawful bases:
- Your consent;
- The performance of the contract between you and the Site;
- Compliance with our legal obligations;
- To protect your vital interests;
- To perform a task carried out in the public interest;
- For our legitimate interests, which do not override your fundamental rights and freedoms.
Retention
When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.
Automatic decision-making
If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.
We [DO/DO NOT] engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.
Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.
Services that include elements of automated decision-making include:
- Temporary blacklist of IP addresses associated with repeated failed transactions. This blacklist persists for a small number of hours.
- Temporary blacklist of credit cards associated with blacklisted IP addresses. This blacklist persists for a small number of days.
Selling Personal Information
[INCLUDE THIS SECTION IF YOUR BUSINESS IS SUBJECT TO THE CALIFORNIA CONSUMER PRIVACY ACT AND SELLS PERSONAL INFORMATION AS DEFINED BY THE CALIFORNIA CONSUMER PRIVACY ACT]
Our Site sells Personal Information, as defined by the California Consumer Privacy Act of 2018 (“CCPA”).
[Insert:
- categories of information sold;
- IF USING SHOPIFY AUDIENCES: information about your use of the Site, your purchases, and the email address associated with your purchase
- instructions on how to opt-out of sale;
- whether your business sells information of minors (under 16) and whether you obtain affirmative authorization;
- if you provide a financial incentive to sell information, provide information about what that incentive is.]
Your rights
GDPR
If you are a resident of the EEA, you have the right to access the Personal Information we hold about you, to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information above.
Your Personal Information will be initially processed in Ireland and then will be transferred outside of Europe for storage and further processing, including to Canada and the United States. For more information on how data transfers comply with the GDPR, see Shopify’s GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR.
CCPA
If you are a resident of California, you have the right to access the Personal Information we hold about you (also known as the ‘Right to Know’), to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information above. [OR INSERT ALTERNATIVE INSTRUCTIONS FOR SENDING ACCESS, ERASURE, CORRECTION, AND PORTABILITY REQUESTS]
If you would like to designate an authorized agent to submit these requests on your behalf, please contact us at the address above.
Cookies
A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.
We use the following cookies to optimize your experience on our Site and to provide our services.
[Be sure to check this list against Shopify’s current list of cookies on the merchant storefront: https://www.shopify.com/legal/cookies ]
Cookies Necessary for the Functioning of the Store
| Name | Function | Duration |
|---|---|---|
| _ab | Used in connection with access to admin. | 2y |
| _secure_session_id | Used in connection with navigation through a storefront. | 24h |
| _shopify_country | Used in connection with checkout. | session |
| _shopify_m | Used for managing customer privacy settings. | 1y |
| _shopify_tm | Used for managing customer privacy settings. | 30min |
| _shopify_tw | Used for managing customer privacy settings. | 2w |
| _storefront_u | Used to facilitate updating customer account information. | 1min |
| _tracking_consent | Tracking preferences. | 1y |
| c | Used in connection with checkout. | 1y |
| cart | Used in connection with shopping cart. | 2w |
| cart_currency | Used in connection with shopping cart. | 2w |
| cart_sig | Used in connection with checkout. | 2w |
| cart_ts | Used in connection with checkout. | 2w |
| cart_ver | Used in connection with shopping cart. | 2w |
| checkout | Used in connection with checkout. | 4w |
| checkout_token | Used in connection with checkout. | 1y |
| dynamic_checkout_shown_on_cart | Used in connection with checkout. | 30min |
| hide_shopify_pay_for_checkout | Used in connection with checkout. | session |
| keep_alive | Used in connection with buyer localization. | 2w |
| master_device_id | Used in connection with merchant login. | 2y |
| previous_step | Used in connection with checkout. | 1y |
| remember_me | Used in connection with checkout. | 1y |
| secure_customer_sig | Used in connection with customer login. | 20y |
| shopify_pay | Used in connection with checkout. | 1y |
| shopify_pay_redirect | Used in connection with checkout. | 30 minutes, 3w or 1y depending on value |
| storefront_digest | Used in connection with customer login. | 2y |
| tracked_start_checkout | Used in connection with checkout. | 1y |
| checkout_one_experiment | Used in connection with checkout. | session |
Reporting and Analytics
| Name | Function | Duration |
|---|---|---|
| _landing_page | Track landing pages. | 2w |
| _orig_referrer | Track landing pages. | 2w |
| _s | Shopify analytics. | 30min |
| _shopify_d | Shopify analytics. | session |
| _shopify_s | Shopify analytics. | 30min |
| _shopify_sa_p | Shopify analytics relating to marketing & referrals. | 30min |
| _shopify_sa_t | Shopify analytics relating to marketing & referrals. | 30min |
| _shopify_y | Shopify analytics. | 1y |
| _y | Shopify analytics. | 1y |
| _shopify_evids | Shopify analytics. | session |
| _shopify_ga | Shopify and Google Analytics. | session |
[INSERT OTHER COOKIES OR TRACKING TECHNOLOGIES THAT YOU USE]
The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.
You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.
Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as: www.allaboutcookies.org.
Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.
Do Not Track
Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.
Changes
We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.
Complaints
As noted above, if you would like to make a complaint, please contact us by e-mail or by mail using the details provided under “Contact” above.
If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. You can contact your local data protection authority, or our supervisory authority here: [Add contact information or website for the data protection authority in your jurisdiction. For example: https://ico.org.uk/make-a-complaint/]
Last updated: 06/09/2022
At Dreams Mattresses, we believe in honesty, craftsmanship, and transparency.
We’re a local, family-owned manufacturer, not a large chain — which means every mattress is made by hand, inspected with care, and delivered with pride so we treat every order as personal.
Our policies are designed to be fair for you and sustainable for us — so you can rest easy knowing exactly what to expect at every step.
Below you’ll find our policies regarding Shipping, Returns & Refunds, and Warranty.
If you ever have any questions, we’re always just a call or message away.
That’s why every mattress we ship, every stitch we sew, and every policy we stand by is rooted in one promise:
Quality you can feel, honesty you can count on.
Collapsible content
Processing & Delivery Time
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 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.
Warranty Policy
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
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.
