GENERAL GUIDELINES At The East Coast Organic Mattress Store
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.