Use Google Tag Manager FAQs - Mattress Guru

FAQs FAQs

SHIPPING

DO YOU SHIP INTERNATIONALLY?

Yes, we do. Our items are available and ready to be shipped to over 150 countries worldwide.

WHERE IS MY ORDER COMING FROM?

In order to provide the best prices and flexible international shipping options, most of our orders are shipped directly from our warehouses in Europe and Asia, using a range of International couriers. Some items are available in our USA warehouse in order to provide domestic shipping for our USA customers. In most cases, if you order more than one product, we might ship your products in different packages.

CAN I SHIP TO SOMEONE ELSE?

Sure! Just use their address when checking out.

DELIVERY

WHERE CAN I TRACK MY ORDER?

You can track your order on our order tracking page.

WHAT HAPPENS WITH UNCLAIMED ORDERS?

We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of the incorrect/insufficient address provided during checkout or because of refusal to pay import taxes.

Requests for refunds for unclaimed items are subject to a $20 restocking fee. You may also ask for the package to be reshipped out to you for a $20 USD re-delivery fee to cover postage costs for Standard Shipping or equivalent fee to cover the initial Express Shipping Costs if the order is reshipped again to you.

A PART OF MY ORDER IS MISSING. WHY?

An order may be split into different packages for any of the following reasons:

  • - Weight limit per package. In order to provide Free Worldwide Shipping and ensure that you receive your order at earliest, we use time and cost efficient ways of delivery.
  • - An item may be slightly back-ordered, and shipped later than the rest of the items in an order.
  • - Because we are serviced by different warehouses, an order with multiple items may be shipped from the different warehouses due to varying stock inventory between the warehouses.

DO I HAVE TO PAY ANY IMPORT FEES?

For the majority of our orders, import fees are not collected. In rare circumstances, when it does happen, Mattress Guru is not responsible for any customs charges made in the country of destination as we do not have any control over these kinds of factors. These fees are subject to government regulations. They are unique for each country and they can't be influenced by us. Your refusal to pay the customs fees, in case they appear, is not an eligible reason for a refund.

MY ORDER IS DELAYED. WHY?

If you find yourself in this situation don't worry, as your order might got delayed for one of the following reasons:

  • - Billing and shipping addresses are not the same.
  • - Order is pending a credit approval and verification.
  • - A product is currently out of stock.
  • - An order which requires special customization.
  • - An order is shipped to remote country.

I DIDN'T RECEIVE THE ORDER BUT THE TRACKING STATES I DID. WHY?

We are really sorry to hear that! Our goal is to make sure every single order travels safely and arrives on time. Sometimes things happen out of our control and this can delay your order while in-transit. Mattress Guru will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare cases that a parcel is marked as delivered by the courier, but you didn't receive it - we are not able to reship the items or refund the amount . Again, this only applies if the tracking details state that a delivery was made to the recipients address. In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient's address. Recipients should reach out to the courier or local post office and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."

RETURNS/REFUNDS

CAN I CANCEL MY ORDER?

Yes, you may request order cancellation by emailing us with the reason of doing so. If your item has been already shipped, cancellation will not be available.

PLEASE NOTE

We strive to provide the best shipping times, that's why we may ship your order within hours and we can't give you an exact deadline until you can cancel your order. If that's the case, cancellation will not be possible.

CAN I RETURN A PRODUCT?

Yes, you may return it for a full refund or exchange it for the same product within 14 days from the moment it was received in the case the product you received is not as presented on our website. Alternatively, we can issue you a store credit to place another order.

Please keep in mind that in case you received a defective/different item, we're happy to accept your return. For any other reason than that, we're not able to accept your return.

All of our images, videos, and descriptions are perfectly describing Mattress Guru products - and we don't allow any difference to occur. We have a department for quality control that takes a look over the items before they're shipped. When you shop from us, you only receive what you expect. Mattress Guru products are hand-made, which means some of them might present small imperfections, as you may also see in our product photos. That is not a legitimate reason to apply for a refund/return.

I ORDERED MY PRODUCTS FOR AN OCCASION AND THEY DIDN'T ARRIVE IN TIME

The delivery time frame is always listed on our website before placing the order and also on our Shipping and Delivery page. We are not able to process a replacement/refund or accept a return if the order is delivered in time or still in the regular delivery frame, only because the customer wanted it earlier. We can only refund orders that have exceeded our predicted delivery frame.

WHO PAYS FOR THE RETURN?

In case you received a defective item, the return costs to our warehouse will be fully supported by us. If the item(s) is returned for any other reason than that, the buyer supports the return costs.

I RECEIVED A DAMAGED PRODUCT

If you find you find yourself in this situation please e-mail us at hello@mattressguru.co.uk including photos of the box it arrived in, 1-2 pictures of the damaged product or a video within 48 hours after your package arrives. Please make sure to also include your order number in the title of the e-mail. You can apply for a free re-shipment for the broken goods or apply for a refund. Our support team will help you with a solution as soon as possible.

SHIPPING

DO YOU SHIP INTERNATIONALLY?

Yes, we do. Our items are available and ready to be shipped to over 150 countries worldwide.

WHERE IS MY ORDER COMING FROM?

In order to provide the best prices and flexible international shipping options, most of our orders are shipped directly from our warehouses in Europe and Asia, using a range of International couriers. Some items are available in our USA warehouse in order to provide domestic shipping for our USA customers. In most cases, if you order more than one product, we might ship your products in different packages.

CAN I SHIP TO SOMEONE ELSE?

Sure! Just use their address when checking out.

DELIVERY

WHERE CAN I TRACK MY ORDER?

You can track your order on our order tracking page.

WHAT HAPPENS WITH UNCLAIMED ORDERS?

We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of the incorrect/insufficient address provided during checkout or because of refusal to pay import taxes.

Requests for refunds for unclaimed items are subject to a $20 restocking fee. You may also ask for the package to be reshipped out to you for a $20 USD re-delivery fee to cover postage costs for Standard Shipping or equivalent fee to cover the initial Express Shipping Costs if the order is reshipped again to you.

A PART OF MY ORDER IS MISSING. WHY?

An order may be split into different packages for any of the following reasons:

  • - Weight limit per package. In order to provide Free Worldwide Shipping and ensure that you receive your order at earliest, we use time and cost efficient ways of delivery.
  • - An item may be slightly back-ordered, and shipped later than the rest of the items in an order.
  • - Because we are serviced by different warehouses, an order with multiple items may be shipped from the different warehouses due to varying stock inventory between the warehouses.

DO I HAVE TO PAY ANY IMPORT FEES?

For the majority of our orders, import fees are not collected. In rare circumstances, when it does happen, Mattress Guru is not responsible for any customs charges made in the country of destination as we do not have any control over these kinds of factors. These fees are subject to government regulations. They are unique for each country and they can't be influenced by us. Your refusal to pay the customs fees, in case they appear, is not an eligible reason for a refund.

MY ORDER IS DELAYED. WHY?

If you find yourself in this situation don't worry, as your order might got delayed for one of the following reasons:

  • - Billing and shipping addresses are not the same.
  • - Order is pending a credit approval and verification.
  • - A product is currently out of stock.
  • - An order which requires special customization.
  • - An order is shipped to remote country.

I DIDN'T RECEIVE THE ORDER BUT THE TRACKING STATES I DID. WHY?

We are really sorry to hear that! Our goal is to make sure every single order travels safely and arrives on time. Sometimes things happen out of our control and this can delay your order while in-transit. Mattress Guru will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare cases that a parcel is marked as delivered by the courier, but you didn't receive it - we are not able to reship the items or refund the amount . Again, this only applies if the tracking details state that a delivery was made to the recipients address. In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient's address. Recipients should reach out to the courier or local post office and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."

RETURNS/REFUNDS

CAN I CANCEL MY ORDER?

Yes, you may request order cancellation by emailing us with the reason of doing so. If your item has been already shipped, cancellation will not be available.

PLEASE NOTE

We strive to provide the best shipping times, that's why we may ship your order within hours and we can't give you an exact deadline until you can cancel your order. If that's the case, cancellation will not be possible.

CAN I RETURN A PRODUCT?

Yes, you may return it for a full refund or exchange it for the same product within 14 days from the moment it was received in the case the product you received is not as presented on our website. Alternatively, we can issue you a store credit to place another order.

Please keep in mind that in case you received a defective/different item, we're happy to accept your return. For any other reason than that, we're not able to accept your return.

All of our images, videos, and descriptions are perfectly describing Mattress Guru products - and we don't allow any difference to occur. We have a department for quality control that takes a look over the items before they're shipped. When you shop from us, you only receive what you expect. Mattress Guru products are hand-made, which means some of them might present small imperfections, as you may also see in our product photos. That is not a legitimate reason to apply for a refund/return.

I ORDERED MY PRODUCTS FOR AN OCCASION AND THEY DIDN'T ARRIVE IN TIME

The delivery time frame is always listed on our website before placing the order and also on our Shipping and Delivery page. We are not able to process a replacement/refund or accept a return if the order is delivered in time or still in the regular delivery frame, only because the customer wanted it earlier. We can only refund orders that have exceeded our predicted delivery frame.

WHO PAYS FOR THE RETURN?

In case you received a defective item, the return costs to our warehouse will be fully supported by us. If the item(s) is returned for any other reason than that, the buyer supports the return costs.

I RECEIVED A DAMAGED PRODUCT

If you find you find yourself in this situation please e-mail us at hello@mattressguru.co.uk including photos of the box it arrived in, 1-2 pictures of the damaged product or a video within 48 hours after your package arrives. Please make sure to also include your order number in the title of the e-mail. You can apply for a free re-shipment for the broken goods or apply for a refund. Our support team will help you with a solution as soon as possible.

SHIPPING

DO YOU SHIP INTERNATIONALLY?

Yes, we do. Our items are available and ready to be shipped to over 150 countries worldwide.

WHERE IS MY ORDER COMING FROM?

In order to provide the best prices and flexible international shipping options, most of our orders are shipped directly from our warehouses in Europe and Asia, using a range of International couriers. Some items are available in our USA warehouse in order to provide domestic shipping for our USA customers. In most cases, if you order more than one product, we might ship your products in different packages.

CAN I SHIP TO SOMEONE ELSE?

Sure! Just use their address when checking out.

DELIVERY

WHERE CAN I TRACK MY ORDER?

You can track your order on our order tracking page.

WHAT HAPPENS WITH UNCLAIMED ORDERS?

We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of the incorrect/insufficient address provided during checkout or because of refusal to pay import taxes.

Requests for refunds for unclaimed items are subject to a $20 restocking fee. You may also ask for the package to be reshipped out to you for a $20 USD re-delivery fee to cover postage costs for Standard Shipping or equivalent fee to cover the initial Express Shipping Costs if the order is reshipped again to you.

A PART OF MY ORDER IS MISSING. WHY?

An order may be split into different packages for any of the following reasons:

  • - Weight limit per package. In order to provide Free Worldwide Shipping and ensure that you receive your order at earliest, we use time and cost efficient ways of delivery.
  • - An item may be slightly back-ordered, and shipped later than the rest of the items in an order.
  • - Because we are serviced by different warehouses, an order with multiple items may be shipped from the different warehouses due to varying stock inventory between the warehouses.

DO I HAVE TO PAY ANY IMPORT FEES?

For the majority of our orders, import fees are not collected. In rare circumstances, when it does happen, Mattress Guru is not responsible for any customs charges made in the country of destination as we do not have any control over these kinds of factors. These fees are subject to government regulations. They are unique for each country and they can't be influenced by us. Your refusal to pay the customs fees, in case they appear, is not an eligible reason for a refund.

MY ORDER IS DELAYED. WHY?

If you find yourself in this situation don't worry, as your order might got delayed for one of the following reasons:

  • - Billing and shipping addresses are not the same.
  • - Order is pending a credit approval and verification.
  • - A product is currently out of stock.
  • - An order which requires special customization.
  • - An order is shipped to remote country.

I DIDN'T RECEIVE THE ORDER BUT THE TRACKING STATES I DID. WHY?

We are really sorry to hear that! Our goal is to make sure every single order travels safely and arrives on time. Sometimes things happen out of our control and this can delay your order while in-transit. Mattress Guru will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare cases that a parcel is marked as delivered by the courier, but you didn't receive it - we are not able to reship the items or refund the amount . Again, this only applies if the tracking details state that a delivery was made to the recipients address. In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient's address. Recipients should reach out to the courier or local post office and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."

RETURNS/REFUNDS

CAN I CANCEL MY ORDER?

Yes, you may request order cancellation by emailing us with the reason of doing so. If your item has been already shipped, cancellation will not be available.

PLEASE NOTE

We strive to provide the best shipping times, that's why we may ship your order within hours and we can't give you an exact deadline until you can cancel your order. If that's the case, cancellation will not be possible.

CAN I RETURN A PRODUCT?

Yes, you may return it for a full refund or exchange it for the same product within 14 days from the moment it was received in the case the product you received is not as presented on our website. Alternatively, we can issue you a store credit to place another order.

Please keep in mind that in case you received a defective/different item, we're happy to accept your return. For any other reason than that, we're not able to accept your return.

All of our images, videos, and descriptions are perfectly describing Mattress Guru products - and we don't allow any difference to occur. We have a department for quality control that takes a look over the items before they're shipped. When you shop from us, you only receive what you expect. Mattress Guru products are hand-made, which means some of them might present small imperfections, as you may also see in our product photos. That is not a legitimate reason to apply for a refund/return.

I ORDERED MY PRODUCTS FOR AN OCCASION AND THEY DIDN'T ARRIVE IN TIME

The delivery time frame is always listed on our website before placing the order and also on our Shipping and Delivery page. We are not able to process a replacement/refund or accept a return if the order is delivered in time or still in the regular delivery frame, only because the customer wanted it earlier. We can only refund orders that have exceeded our predicted delivery frame.

WHO PAYS FOR THE RETURN?

In case you received a defective item, the return costs to our warehouse will be fully supported by us. If the item(s) is returned for any other reason than that, the buyer supports the return costs.

I RECEIVED A DAMAGED PRODUCT

If you find you find yourself in this situation please e-mail us at hello@mattressguru.co.uk including photos of the box it arrived in, 1-2 pictures of the damaged product or a video within 48 hours after your package arrives. Please make sure to also include your order number in the title of the e-mail. You can apply for a free re-shipment for the broken goods or apply for a refund. Our support team will help you with a solution as soon as possible.

SHIPPING

DO YOU SHIP INTERNATIONALLY?

Yes, we do. Our items are available and ready to be shipped to over 150 countries worldwide.

WHERE IS MY ORDER COMING FROM?

In order to provide the best prices and flexible international shipping options, most of our orders are shipped directly from our warehouses in Europe and Asia, using a range of International couriers. Some items are available in our USA warehouse in order to provide domestic shipping for our USA customers. In most cases, if you order more than one product, we might ship your products in different packages.

CAN I SHIP TO SOMEONE ELSE?

Sure! Just use their address when checking out.

DELIVERY

WHERE CAN I TRACK MY ORDER?

You can track your order on our order tracking page.

WHAT HAPPENS WITH UNCLAIMED ORDERS?

We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of the incorrect/insufficient address provided during checkout or because of refusal to pay import taxes.

Requests for refunds for unclaimed items are subject to a $20 restocking fee. You may also ask for the package to be reshipped out to you for a $20 USD re-delivery fee to cover postage costs for Standard Shipping or equivalent fee to cover the initial Express Shipping Costs if the order is reshipped again to you.

A PART OF MY ORDER IS MISSING. WHY?

An order may be split into different packages for any of the following reasons:

  • - Weight limit per package. In order to provide Free Worldwide Shipping and ensure that you receive your order at earliest, we use time and cost efficient ways of delivery.
  • - An item may be slightly back-ordered, and shipped later than the rest of the items in an order.
  • - Because we are serviced by different warehouses, an order with multiple items may be shipped from the different warehouses due to varying stock inventory between the warehouses.

DO I HAVE TO PAY ANY IMPORT FEES?

For the majority of our orders, import fees are not collected. In rare circumstances, when it does happen, Mattress Guru is not responsible for any customs charges made in the country of destination as we do not have any control over these kinds of factors. These fees are subject to government regulations. They are unique for each country and they can't be influenced by us. Your refusal to pay the customs fees, in case they appear, is not an eligible reason for a refund.

MY ORDER IS DELAYED. WHY?

If you find yourself in this situation don't worry, as your order might got delayed for one of the following reasons:

  • - Billing and shipping addresses are not the same.
  • - Order is pending a credit approval and verification.
  • - A product is currently out of stock.
  • - An order which requires special customization.
  • - An order is shipped to remote country.

I DIDN'T RECEIVE THE ORDER BUT THE TRACKING STATES I DID. WHY?

We are really sorry to hear that! Our goal is to make sure every single order travels safely and arrives on time. Sometimes things happen out of our control and this can delay your order while in-transit. Mattress Guru will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare cases that a parcel is marked as delivered by the courier, but you didn't receive it - we are not able to reship the items or refund the amount . Again, this only applies if the tracking details state that a delivery was made to the recipients address. In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient's address. Recipients should reach out to the courier or local post office and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."

RETURNS/REFUNDS

CAN I CANCEL MY ORDER?

Yes, you may request order cancellation by emailing us with the reason of doing so. If your item has been already shipped, cancellation will not be available.

PLEASE NOTE

We strive to provide the best shipping times, that's why we may ship your order within hours and we can't give you an exact deadline until you can cancel your order. If that's the case, cancellation will not be possible.

CAN I RETURN A PRODUCT?

Yes, you may return it for a full refund or exchange it for the same product within 14 days from the moment it was received in the case the product you received is not as presented on our website. Alternatively, we can issue you a store credit to place another order.

Please keep in mind that in case you received a defective/different item, we're happy to accept your return. For any other reason than that, we're not able to accept your return.

All of our images, videos, and descriptions are perfectly describing Mattress Guru products - and we don't allow any difference to occur. We have a department for quality control that takes a look over the items before they're shipped. When you shop from us, you only receive what you expect. Mattress Guru products are hand-made, which means some of them might present small imperfections, as you may also see in our product photos. That is not a legitimate reason to apply for a refund/return.

I ORDERED MY PRODUCTS FOR AN OCCASION AND THEY DIDN'T ARRIVE IN TIME

The delivery time frame is always listed on our website before placing the order and also on our Shipping and Delivery page. We are not able to process a replacement/refund or accept a return if the order is delivered in time or still in the regular delivery frame, only because the customer wanted it earlier. We can only refund orders that have exceeded our predicted delivery frame.

WHO PAYS FOR THE RETURN?

In case you received a defective item, the return costs to our warehouse will be fully supported by us. If the item(s) is returned for any other reason than that, the buyer supports the return costs.

I RECEIVED A DAMAGED PRODUCT

If you find you find yourself in this situation please e-mail us at hello@mattressguru.co.uk including photos of the box it arrived in, 1-2 pictures of the damaged product or a video within 48 hours after your package arrives. Please make sure to also include your order number in the title of the e-mail. You can apply for a free re-shipment for the broken goods or apply for a refund. Our support team will help you with a solution as soon as possible.

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