- The Sleep Trial begins on the date the item is delivered.
- Customers are entitled to return their Douglas mattress, in good condition, after their 21st night, and before their 366th night (121st night for select sleep accessories). Douglas will cover all shipping costs and issue a full refund within two business days of pickup confirmation.
- Each household, as defined by name, address, payment method, or other identifying information, is entitled to one Sleep Trial. If multiple products are purchased on one transaction, then each product within that transaction has an independent trial.
- Returning customers will be granted an additional Sleep Trial on a new Douglas mattress or select sleep product purchase provided they have completed their original Sleep Trial without initiating a return. Douglas reserves the right to deny a Sleep Trial to a customer where a mattress from a prior transaction has been returned.
- Mattresses or select sleep products returned under the Sleep Trial must be in good condition. Douglas will not accept a return if: the products are found to have been tampered with or misused by the purchaser beyond reasonable wear; have been physically damaged intentionally or unintentionally by, but not limited to, burns, cuts, tears, water, stains, or bodily fluids; are otherwise abnormally soiled or unsanitary.
- Though using a mattress pad or protector during your Sleep Trial is not required, we do recommend it as it will help prevent damage to your Douglas mattress.
Returning Your Mattress or Select Sleep Accessory
- Once we receive your return request, we will help you gather the necessary information (including images of your product) and provide you with instructions about how to prepare your products for return. You will need the original plastic wrap (or any other protective covering) to prepare it for pick-up.
- While in most cases we strive to have your product picked up within two business days after the required information has been received, it can sometimes take up to ten business days. Additional pickup charges may apply if the product has been moved from the original shipping destination, or if the original shipping destination is in a remote location. Please contact us for more information.
- On pickup day, the product must be ready on the ground floor of your house or apartment/condo building.
General Ordering Policy
- Some customers will be contacted by email to complete additional verification before their order is shipped. If additional verification is required, shipment dates may be delayed until all required information has been received. Please add firstname.lastname@example.org to your contact list and check junk folders after placing your order to ensure that you receive all communication from us.
General Shipping Policy
- In the event of delivery delays caused by adverse weather conditions, we will contact Douglas customers as soon as we can. For the latest updates on delays in your area, please visit fedex.com, or call the Douglas customer care team at (855) 215-9509.
- In the event that labour strikes affect manufacturing or shipping, your Douglas product(s) may be delayed. We will contact Douglas customers who may be affected by labour strikes as soon as we can.
General Return Policy
Douglas Mattresses & Select Accessories: Adjustable Bed (2024), Platform Bed, Mattress Protector, Sheet Sets (Bamboo or Egyptian Cotton), Duvets, Hand Knit Weighted Blanket, Pillows, Comfort Sleep Bundle
- These products 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. Delivery costs may be extra.
- Douglas will not reimburse third-party shipping expenses.
- Solid Wood Foundations are final sale only. However, the product can be returned within 14 days of receipt, as long as it is still in the original, unopened packaging.
Pillow Protector and Classic Weighted Blanket
- Accessories can be returned within 14 days of delivery in their original, unopened packaging.
- Accessories that are opened, used, and/or out of their original packaging cannot be returned.
Adjustable Bed (2023)
- Adjustable beds can be returned within 14 days of delivery in their original, unopened packaging.
- Adjustable beds that are opened, used, and/or out of their original packaging cannot be returned.
- 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
- Metal bed frames cannot be returned or exchanged.
- Refunds are issued within two business days after the returning product has been received. Refunds are applied to the credit card or PayPal account used for the original purchase. Refunds can take up to 14 business days to be reflected on your financial records.
- Promotional offers, including (but not limited to) gifts with purchase, product discounts, and two-for-one events are valid until the date and time indicated within the offer, or while quantities last. Offers will not be extended beyond the end date of the promotion for out-of-stock items.
- Discount codes automatically apply at checkout once all participating products are added to the cart.
- Offers cannot be combined with other discounts or promotions.
- Offers and/or discounts cannot be applied retroactively to any purchases made before the start date of the promotion.
- Unless otherwise indicated, there is no limit to the number of times an offer can be redeemed while the promotion is active.
- In the event of a return, refunds will be issued as described in the General Return Policy.
Contests and Giveaways
- Mattresses awarded through contests and giveaways are eligible for return within the Sleep Trial period; however, no monetary refund will be issued, and no exchanges will be permitted.
- Our Customer Service team will work with contest winners directly to arrange for pickup and donation of returned mattresses.
- In the event of a product defect occurring within the 20-year warranty period, exchanges will be honoured as subject to the terms of our Warranty policy.