*********Terms and Conditions*********
THE ORGANIC MATTRESS STORE ® INC. PRIVATE LABEL and various manufacturers (if applicable) Exchange Policy
All organic mattresses are made to order. No Comfort exchanges will be offered for any mattress or top of the bed products from any manufacturer we carry. We cannot replace any firmness picked by the customer. The science of core making is not perfect. We will however offer a new softer or firmer core purchase for zippered cover type mattresses. You are responsible for the shipping charges and the new core charges. There is no need to return the core. For all manufacturers, they cannot refund the purchase price of your mattress, (or set). According to Federal Regulations of The United States, it is not resalable. This policy will assure that you will always receive a brand new product, and not something that has been contaminated in any way that could infect (bedbugs,perfumes, etc),your home, or our systems facilities. The Organic Mattress Store®, Inc. products and all of our manufacturers’ mattresses and products made with wools and cottons and natural rubbers are individually made to order, and returns cannot be accepted due to any type of allergic reaction or due to non-tolerance of any natural aroma. If there is a cancellation of the mattress (do not want it) after it is shipped, or refused at delivery, unless it is damaged, the customer is responsible for the shipping costs both to & from the manufacturer, or the origin of the shipping address. Products cannot be refused at time of delivery for any reason other than damage. Once a product has been opened it is unreturnable. Our Wood foundations and mattresses that do not fit the customer’s miscalculated inside dimensions of their bed frames, are not the manufacturers or retailers responsibility. Measure the inside dimensions of your bedframes to be sure, and if they are not right, contact the dealer immediately. otherwise there could be restocking fees. Once a credit card is swiped, or taken on the phone for a customer, The East Coast Organic Mattress Store® pays a fee to the credit card company. If a customer cancels the order, the store making the sale will charge the customer the % fee plus the % fee incurred when they cancel the order. All cc fees will be considered a restocking fee. If a customer takes a check back instead of doing a refund on the credit card in the system it could save the credit card cancel % fees to the customer. But the customer will still be responsible for the upfront fee. Damaged merchandise will require photos showing the damage. Send photos via e-mail or snail mail to the seller to be reimbursed. Any cancellations or damage claims must be made within 24 hours of the sale, or they cannot be granted. Please call within 24 hours after the sale if you need to cancel an order. The store where the mattress was purchased may require a deposit to put in escrow until the damaged product is returned to the manufacturer. If a customer takes possession of a product and does not pay the dealer, that dealer has the right to turn this over to a collection agency of their choice, or start court action in the state the products were purchased, to retrieve the monies owed the retailer.
GENERAL GUIDELINES At The East Coast Organic Mattress Store, ® Inc.’s option, the warranted item will be repaired or replaced. The East Coast Organic Mattress Store ® Inc. reserves the right to substitute material of equal quality. Repair or replacement does not extend the original period of limited warranty, nor does it constitute the beginning of a new limited warranty period. As stated above, all products are individually made to order and returns cannot be accepted due to any type of allergic reaction or due to non-tolerance of any natural aroma of the wools, cottons, or natural rubber.
For easy identification, do not remove the white law label (the product label) from the mattress or foundation. Keep all paperwork /documentation.
All sales of top of bed products (pillow-tops, toppers, comforters, pillows, sheets, etc.) are final. Custom made mattresses, and top of the bed products that are not in the catalog or on the website, and are deemed custom, are not returnable. This applies to all manufacturers.
All transportation charges and re-packaging of any products returning to us are the responsibility of the consumer, unless otherwise noted. When a mattress is ordered from The East Coast Organic Mattress Store, Inc. ® we use a shipping company of our choice to bring the product to your door. It is out of our hands what day your mattress will be delivered. Once the mattress gets into your area, the delivery company may contact you directly to arrange a time and day to deliver the product. Fed Ex usually does not, but most do. Contact the store you purchased from to have them track your shipment. It is not the responsibility of The East Coast Organic Mattress Store®, Inc. to set a specific time and day for the customer to have the product delivered, but the business of the shipper. If problems arise in the shipping process, the participating East Coast Organic Mattress Store Inc. ® store will intervene to help get the situation resolved. The East Coast Organic Mattress Store, Inc.® is not responsible for any fees incurred from the shipper to the customer due to miscommunication of shipping days, customer not being home, etc. which can relate to storage fees or for second trips out to customers’ homes to deliver the product. You must let the seller know at least a week ahead of time if you decide to add mattress removal after the initial sale; otherwise we may not be able to arrange this additional service. The delivery men cannot re-pack-up a mattress or a bed frame once it has been brought into your home, unless it’s a damaged product. After that, it is the customer’s responsibility to get the products back to the manufacturer, in its original condition. If possible, keep all shipping boxes flattened out just in case something has to go back. Before the shipper leaves ask to keep the boxes. Later recycle them as you wish. *Please note that if you do cancel an order after it has shipped, there will be an additional restocking fee of 15 % of the total retail value of products as well as the return shipping fees. Credit card fees are approximately 2-3% for the sale and 2-3% for the cancellation. These fees will be charged if the product has not been shipped, but the order has been placed and the customer changes their minds and now does not want to purchase the products. Products that are custom made cannot be cancelled once they go into production. If a product gets to you, and the outside of the packaging is dirty, that does not mean the product inside the box that is double wrapped in plastic is dirty. Delivery trucks can be dirty. Instead, open up the packaging to inspect them before the delivery men leave. If damaged, or dirty send them back with the delivery man. Do not send back clean product or you could incur shipping charges. Remember to always write “SUBJECT TO FURTHER INSPECTION” on all paperwork to be on the safe side, at the time of delivery. Also make a note on all pages of all paperwork just what was damaged. IMPORTANT: Shipping companies will not reimburse us unless you make a note of all damages on the paperwork.
FREIGHT DAMAGE FOR ALL MANUFACTURERS If the freight arrives, and the contents are visibly damaged, contact the store you purchased from immediately to get advice on keeping some of the items vs. refusing all of them. But do write “SUBJECT TO FURTHER INSPECTION” on all papers signed. This applies to all products being signed for, and for all products not opened and inspected as well. The participating East Coast Organic Mattress Store®, Inc. must know immediately, so they may get a replacement mattress, or products, made and sent out as soon as possible. If you accept the freight and sign off on the freight bill presented by the delivery person, you have accepted the product and cannot request a replacement mattress or product if you see damage later. Any damage claims after acceptance of the shipment will not be honored because the freight companies will not take responsibility for the product in a customer’s home after it has been delivered, inspected, installed, and signed off by the customer. This releases the freight company from any further liability. So remember to write SUBJECT TO FURTHER INSPECTION on all of the receipts you sign, so if you do notice damage to the product after the delivery people have left, you can contact us and we will work with you, the shipper and manufacturer to get the products replacement. You must be very specific about the damage to the packaging if you do notice any at the time of delivery, i.e.( hole in box, but plastic looked ok, location top corner, etc.). After a delivery company has left and no damage was noted the delivery is considered complete. If damage is found later like a damaged core or cover etc., the damaged product will be replaced and a new product will be sent via the sellers/manufacturers shipper of choice. It will be the responsibility of the customer to re-install the new damaged cover, or core. As stated above, The store where the mattress was purchased may require a deposit to put in escrow until the damaged product is returned to the manufacturer. When the manufacturer gets the damaged product back the monies owed the customer will be returned to that customer. It is at that time the manufacturer reimburses the store selling the product as well. All claims must be made within 24 hours of delivery or they will not be honored.
Each manufacturer has a different warranty. Check with the store you are doing business with to explain what each is. With prorated warranties of 25 yrs., the first 10 yrs. there is full coverage. The second 15 yrs. starts out 50% of the original price of the mattress, and will decline/decrease 5% per additional year to reach 0 by the end of the 25 year warranty. The prorated charges will be calculated depending on when the product was replaced. Products that customers feel are not holding up will require pictures sent to the retailer and they will pass them on to the manufacturer for review. For any warranty issues, the customer is responsible for the delivery of the new mattress. The old mattress is still your property and is your responsibility to be disposed of. All pictures of the defective mattress should be saved, and sent to us via e mail for review. Those pictures will be forwarded over to the manufacturer for their review. Using wood foundations or box springs other that the ones we sell will void a mattress warranty. Snail mail copies are always acceptable.
CUSTOMER FOR LIFE PROGRAM The East Coast Organic Mattress Store® system places great emphasis on returning customers. So to reward customers who have purchased mattresses in the past, the purchaser just needs to show a sales receipt of the mattress purchased to any store in the East Coast Organic Mattress System, and that person will be eligible for 10% off all top of the bed products sold by any East Coast Organic Mattress Store® Inc. This promotion cannot be used with any other promotions. This promotion only applies to approved products that are from approved vendors in The East Coast Organic Mattress store® system. Thanks for your business and we hope to see you in the future.