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Return Policy

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Rest Assured with the Douglas Sleep Trial

We want you to absolutely love your Douglas sleep products. That’s why we offer a 365-night sleep trial on all mattresses. And a 120-night sleep trial on most accessories. 

But if you’re having second thoughts about your purchase, we make it as easy as possible to return them for a full refund.

See our Return Policy FAQs below to learn more.

FAQs – Returns, Exchanges & Cancellations

365-Night Sleep Trial:

  • Any Douglas Mattress

120-Night Sleep Trial:

  • Adjustable Bed
  • Platform Bed
  • Comfort Sleep Bundle
  • Douglas Bamboo Sheets
  • Douglas Egyptian Cotton Sheets
  • Douglas Down Alternative Duvet
  • Douglas Canadian Down Duvet
  • Douglas Down Alternative Pillows
  • Douglas Adjustable Memory Foam Pillow
  • Douglas Cooling Gel Pillow
  • Douglas Mattress Protector
  • Douglas Duvet Value Pack

No Sleep Trial:

  • Solid Wood Foundation
  • Metal Bed Frame
  • Classic Weighted Blanket
  • Douglas Hand Knit Weighted Blanket
  • Sateen Cotton Sheets

Overview of Return Eligibility

  • Mattresses: You can try a Douglas mattress for 365 nights. If not satisfied, you can initiate a return anytime between the 21st and 365th nights after delivery.
    • Mattresses bought before February 23, 2023, are subject to a 120-Night Sleep Trial.
  • Select Sleep Accessories: These have a 120-night trial. Returns can be initiated between the 21st and 120th nights after delivery.
  • Expiration of Trial: Returns are not accepted once the trial period ends.
  • Initiating Returns: Start your return process via My Account.

Detailed Policies

  • Start of Trial: The trial begins on the delivery date.
  • Return Conditions: Mattresses and sleep accessories should be in good condition for return. Full refunds are issued within two business days after pickup confirmation, with Douglas covering all shipping costs.
  • One Trial Per Household: Each household is entitled to one trial, determined by name, address, and payment method. Multiple products in a single transaction each have their own independent trial.
  • Returning Customers: You're eligible for a new Sleep Trial on a subsequent purchase if you didn’t return a product from a previous trial. Douglas reserves the right to refuse a new trial if a previous product was returned.
  • Condition for Return: Products must not be damaged or soiled. Returns are declined if there's evidence of misuse or intentional damage.
  • Mattress Protector Recommendation: Using a mattress protector is advised, though not mandatory, to prevent damage during the trial.

Process for Returning Your Product

  • Return Request: Upon receiving your request, Douglas assists with gathering necessary information and instructions for product preparation.
  • Pickup Timeline: Pickup is usually within two business days after providing required information, but it can take up to ten days in some cases. Additional charges may apply for pickups from remote locations or if the product has been moved from the original delivery address.
  • Pickup Preparation: The product should be ready on the ground floor for pickup.

Eligibility for Return

  • Within Sleep Trial: You can return the mattress between the 21st and 365th nights of your sleep trial.
  • Unopened Items: Any unopened items, including mattresses, can be returned within the first 14 days after delivery.

How to Return Your Mattress

Step 1: Inspect the Mattress

Check for burns, cuts, tears, spots, or stains. Clean the cover if needed, following the instructions on the manufacturing tag. This ensures the mattress is in a condition suitable for donation.

Step 2: Initiate the Return Process

Here are the options to start your return:

  • Via My Account: Log in to upload photos of your mattress and state your reason for return.
  • Email: Send a return request email to support@douglas.ca. Include your Order Number in the subject line, and follow the instructions you'll receive in reply.
  • Phone or Chat: Contact our customer care team, and they will guide you through the process and email instructions.

Step 3: Schedule Pickup

Once your photos are received and approved, and your address and availability are confirmed, we will arrange for mattress pickup.

Step 4: Prepare for Pickup

  • Wrap the Mattress: Use plastic for wrapping. You can reuse the original plastic, buy a plastic mattress bag, or use plastic sheeting for painting.
  • Pickup Location: Place the wrapped mattress on the ground level, either inside near the door or on your front step. For apartments with elevators, please reserve the service elevator if needed.
  • Refund Process: After the mattress is picked up and removed from your home, you will receive a full refund.

Return Timeline

The return timeline can vary based on your location and the availability of local services. We work with a network of charity partners and services to facilitate returns, and the process typically depends on how quickly we receive your response and information.

Yes, returns are FREE for all Douglas mattresses and sleep products that are covered by the Sleep Trial. There is no restocking fee.

Some products may be returned free of charge within 14 days of delivery only, as long as they're in the original, unopened packaging.

Other products are final sale and cannot be returned or exchanged. Refer to the FAQ below for more information.

Eligible for Returns:

  • Any Douglas Mattress
  • Adjustable Bed
  • Platform Bed
  • Comfort Sleep Bundle
  • Douglas Bamboo Sheets
  • Douglas Egyptian Cotton Sheets
  • Douglas Down Alternative Duvet
  • Douglas Canadian Down Duvet
  • Douglas Down Alternative Pillows
  • Douglas Adjustable Memory Foam Pillow
  • Douglas Cooling Gel Pillow
  • Douglas Mattress Protector
  • Douglas Duvet Value Pack

Eligible within 14 Days of Delivery, in Unopened Packaging:

  • Solid Wood Foundation

Not Eligible for Returns:

  • Metal Bed Frame
  • Douglas Hand Knit Weighted Blanket
  • Sateen Cotton Sheets
  • Classic Weighted Blanket

Yes, you can return your Douglas mattress for a full refund anytime between nights 21 and 365 of your sleep trial. Unopened items, including mattresses, can be returned at any point within the first 14 days after delivery.

Before you purchase another mattress, our customer service team can help you decide which Douglas model, or mattress from another GoodMorning.com brand, will be the best fit for you.

Many sleepers need extra time to adjust to a new mattress. That's why we require you take at least 21 days to try your mattress before returning it.

Unopened items can be returned at any point within the first 14 days after delivery.

Douglas Mattresses, Adjustable Bed, Platform Bed, Mattress Protector, Sheet Sets, Duvets, Pillows, Duvet Value Pack, Comfort Sleep Bundle:

  • Can be returned for a full refund within 14 days of receipt, as long as the product is in its original, unopened packaging, and Douglas has organized the return transportation. After 14 days, all returns must be through our Sleep Trial (see above).
  • If you have ordered an incorrect size, Douglas will arrange a return, refund, and repurchase IF YOUR PRODUCT IS UNOPENED. Shipping costs may be extra.
  • Douglas will not reimburse third-party shipping expenses.

Solid Wood Foundation:

  • Can be returned for a full refund within 14 days of delivery, as long as it is still in the original, unopened packaging.
  • Returns must be coordinated with the Douglas customer service team before initiating the return process and a confirmation by our customer service team must be obtained before returning your product.

Metal Bed Frame, Sateen Cotton Sheets, Classic Weighted Blanket, Hand Knit Weighted Blanket:

  • These items are final sale and cannot be returned or exchanged.

We'll arrange for someone within our network of local movers, charities, and community organizations across Canada to pick up and remove your mattress.

You'll need to wrap your mattress in plastic at the time of pickup for health and safety reasons and to ensure that it's not damaged in transport. Usually our pickup partner will require the mattress to be on the ground level, either inside by the door or on your front step on the day of pickup. If you live in an apartment with an elevator, please book the service elevator (if required by your building).

If you need help moving your mattress, we'll do our best to accommodate your request, but we can't guarantee that service will be available.

No, there is no need to stuff the mattress back into its box. (That took an industrial compressing machine to do in the first place.) We’ll pick it up in its fully expanded state.

Please keep the plastic packaging the mattress arrived in. We use that to keep the mattress in good shape on its way to its new home.

At Douglas, we donate returned mattresses to a local charitable organization whenever possible. If your municipal or provincial regulations prevent us from doing so, we will seek to have a trusted recycling partner come and pick up the returned mattress. (Yes, our mattresses are fully recyclable.)

We never restock or resell returned mattresses.

After the mattress has been removed from your home, we'll process your refund within 2 business days. Once processed, it can take an additional 2–5 business days for the refund to appear on your banking records (depending on your financial institution).

We can only issue your refund to the original payment method.

To cancel your order, send us an email at support@douglas.ca. Be sure to include your Order Number in the email; you can find this near the top of your order confirmation.

Your order number will look something like this: #215236.

Still have questions about returns?

Our Canadian-based customer service team is here to help: