90 day policy on swapping layers

Talk To The Experts The Clean Bedroom
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Hi,

I’m taking a look at the Naturepedic EOS Classic.

I’m hoping to get a bit more detail on your policy regarding swapping out layers during the first 90 days. I noticed the customer is responsible for shipping. Given the layers likely arrive compressed and vacuum-sealed, how would the customer approach preparing the return for shipment? Chances are the original boxes wouldn’t work.

Mostly I’m wondering if the cost and effort of doing a layer return would be comparable to buying a new one? Hopefully that’s a fair question.

Since I’d likely be buying the mattress without trying it in the store, would it be possible to share the return rate (layer/mattress) for this particular model? Knowing that would help me feel more confident.

Thanks!

Steve

@TheCleanBedroom

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Hi Steve,

I’m working on the accurate info for you, and will be back in touch soon. Thanks for the question, as others may be wondering as well.
I will get back to you with info soon.

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Thanks very m much. I edited my original post a bit, it sounded too cranky in retrospect. I’ll appreciate whatever information you can provide.

Steve

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I didn’t think you sounded cranky at all. It is a reasonable question to ask.

It seems to me that some of our vendors do not have people send the layers back, due to hygiene issues. We would not, and many of our vendors would not sell a unit that had been in someone’s home.

However, our store staff could give you a more definitive answer, as I have not worked with anyone with that particular issue. I suggest you call 212-764-3232 and briefly talk to one of our staff, who can give you a more definite answer about how those layer swaps are handled. It is a quick question that should not take long to answer.

Thanks for your interest!

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Thanks for the helpful reply.

I can appreciate how there can be content on the site that seems to be in opposition, particularly since you’re offering products from a variety of sources.

Seeing layers can be swapped/replaced w/in a reasonable timeframe sounds reassuring, but “All return shipping costs are the customer’s responsibility” prompts questions about how that would play out.

But I agree, it would be better to redirect the question. It’s possible we’ll be able to the Portsmouth, NH location. We can ask the question there if the Naturepedic EOS Classic works for us.

Steve

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You are correct in assuming that the policies are going to vary a bit by manufacturer. A quick phone call will help you get the info you need. If you are within driving distance of Portsmouth, its a nice little showroom and a low pressure way to try things out.

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I actually went through this with my EOS Classic, so I can share my experience. When I swapped a layer, Naturepedic sent the replacement compressed and boxed. For the return, I didn’t have to get it back into the original packaging. I just folded the old layer, secured it with tape, and boxed it up in something close in size. Shipping was on me, but the cost wasn’t anywhere near buying a new one. For me, it was worth it since the swap made the mattress much more comfortable. I can’t speak to their exact return rates, but I felt reassured knowing they clearly designed the system to allow adjustments without needing to replace the whole mattress.

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