Unless otherwise noted, and with the exception of the products listed below (see below), items are returnable within 30 calendar days of your receipt for refund. Refunds are issued upon inspection of merchandise and are credited via the original payment method less initial shipping charges and restocking fees (if applicable). Some payment methods take longer to process; please allow 2-3 weeks for receipt of refund. Refunds made by credit card take longer to appear. Please allow at least one billing cycle. Lease to own programs are ineligible for product return. Please contact lease to own program provider for specific return policies.
Due to size, weight or adjustment periods, some items have specific return policies (see below). Should you need to return your merchandise, please contact our Customer Care department.
°Customer is solely responsible for all shipping costs on any returned product to The Back Store.
°On small items being shipped back to the Back Store, Customer agrees to use only reputable carriers (such as USPS, UPS or FedEx) capable of providing tracking numbers and proof of delivery.
°The customer should ensure that all returned products are 100% complete, in re-saleable condition, factory sealed and include original packaging material, manuals, and other accessories provided by The Back Store.
°Items must be free of any stains, tears or marks and not display any visible wear.
°Original Sales Receipt and method of payment must be present in order to complete your request.
°Items were not sold at a discount as a “Clearance”, “Closeout”, “Demonstration”, or “Floor Sample”.
°If any component of the return product is missing or damaged, The Back Store’s Return Policy will be breached and The Back Store will reject the entire return or may choose to impose additional charges (i.e. a 20% minimum restocking fee) against the customer for replacement of the missing or damaged component.
°If applicable, any original shipping fees are non-refundable.
MATTRESSES, FOUNDATIONS AND ADJUSTABLE BASES:
Unless otherwise noted, The Back Store fully warranties a one-time Comfort Exchange of mattresses for a period of up to 90 days after date of delivery. (See below for manufacture specific policies.). Due to the natural adjustment period, it is required that you keep your new mattress for a full 30 days prior to requesting a return or one-time Comfort Exchange. For questions about set-up, adjustment periods, or manufacture policies, please contact our Customer Service Department at (636) 393-8432 or email at email@example.com.
Tempur-Pedic offers consumers the return or one-time Comfort Exchange of their mattresses for a full 90 days after date of delivery. This trial is exclusive to Tempur-Pedic mattresses and does not extend to bases, foundations, or any other product. Mattresses require a firm, solid-surface foundation or adjustable base that is structurally capable of supporting it (no box spring). See our 90 Night Trial for complete details.
This does not include Tempur-Pedic pillows, sheets, mattress protectors, toppers, or any other accessories purchased or credited as a “Free Gift with Purchase”. If for any reason, a Tempur-Pedic mattress is exchanged or returned, a processing fee of $99 plus applicable delivery/pick-up fees must be paid in advance of scheduled exchange or return. For out-of-area delivery/pick up charges contact our Customer Care specialist.
View the complete Tempur-Pedic 90 Night Comfort Tryout
Sealy Posturepedic and Stearns & Foster:
The Back Store offers consumers a one-time Comfort Exchange of Sealy Posturepedic and Stearns & Foster mattresses for a full 90 days after date of delivery. Sealy Posturepedic and Stearns & Foster products are not eligible for return for refund. In the event a reselection leaves a credit balance due the customer, we will offer an in-store credit in that amount. No refunds will be given on Sealy Posturepedic or Stearns & Foster reselections.
Nectar and DreamCloud:
Nectar and DreamCloud offers consumers the return or one-time exchange of their mattresses for a full 365 days after an initial ‘break in’ period of 30 days after date of delivery. The Back Store will work directly with Nectar and DreamCloud Customer Care in facilitating the return of their mattresses for refund. This trial is exclusive to Nectar and DreamCloud mattresses and does no extend to bases, foundations, or any other product.
Puffy offers consumers the return or one-time exchange of their Puffy mattresses for a full 101 days after an initial ‘break in’ period of 30 days after date of delivery. The Back Store will work directly with Puffy Customer Care in facilitating the return of their mattresses for refund. This trial is exclusive to Puffy mattresses and does no extend to bases, foundations, or any other product.
The Back Store offers consumers a one-time Comfort Exchange of their GhostBed mattresses for a full 101 days after an initial ‘break in’ period of 30 days after date of delivery. This trial is exclusive to GhostBed mattresses and does no extend to bases, foundations, or any other product.
If at the end of the adjustment period, you wish to exchange or return (where available) your mattress, we will arrange for an exchange delivery or pick-up after all necessary documentation has been completed, by you, and provided to our Customer Care Department. Please note that it can take a minimum of 10 business days following your submission or required documentation before we receive authorization to pick up your mattress. Some manufactures allow for donation to reputable charitable organizations in lieu of pick up. Documented proof of donation may be required in order to receive full refund.
Upon pick up (or donation where applicable) of the mattress, your purchase price will be fully refunded with the exclusion of a processing fee of $99 plus applicable delivery/pick-up fee, and any ‘Free Gift with Purchase’ allowances applicable on your original sales receipt. If your method of payment was one of our in-house financing plans it is required that you pay any and all return processing fees including manufacture retrieval charges and delivery/pick-up fees via cash, check or credit card prior to the arrangement of pick up.
To issue an exchange or return, please fill out the following Comfort Questionnaire.
PILLOWS, BEDDING, LINENS, TOPPERS, CUSHIONS:
Given the personal nature and health code limiting the resale of certain bedding items; pillows, linens, weighted blankets, mattress overlays/toppers, bed wedges, lounges, pillow covers, mattress protectors, cushions, slippers and any other related items are non-returnable. These sales are final.
FRAMES & BASE ACCESSORIES:
Steel supporting bedframes and adjustable base accessories (remotes, legs, headboard brackets, etc) are non-returnable. These sales are final.
MASSAGE CHAIRS & PERSONAL MASSAGERS:
Given the personal nature of personal massagers, these items are not returnable. Massage chairs are a special-order item and sold with a manufacturer warranty and are not eligible for return.
CLEARANCE, SALE & SEASONAL ITEMS:
Clearance, Sale and Seasonal items are final sale and may not be returned or exchanged. “Clearance”, “Special Pricing” and “Sale” offers are limited to stock on hand. When we offer these items, as you might expect, we often experience a high volume of orders. When that happens, our real-time inventory system sometimes is not able to keep up with demand, and we may have to cancel certain orders after they are accepted. We apologize for any inconvenience should this occur with your order.
If any of the items you purchase from The Back Store are damaged, defective or incomplete at the time you receive it, The Back Store will correct it. In the unlikely event that damage occurs to your product or property during delivery, it must be noted on the delivery manifest before the delivery drivers have left the property and reported to the store of your original purchase within 24 hours. We are unable to process any claims after this time frame.
You can also email The Back Store Customer Service at: firstname.lastname@example.org
We guarantee that our mattress prices are the lowest you can find anywhere – on or off the web. If you can find a comparable* advertised mattress set for a better price somewhere else, simply call or email us with the store information or the website where you found it within 30 days of your purchase. We won’t just match their price, we’ll refund 110% of the difference, or your mattress is free! Price comparison includes all applicable order charges including, but not limited to: product price, comparable service delivery charges, membership fees, other fees and taxes.
We will also price match 100% of the difference on our site within 30 days of purchase. Qualifying decisions on Guaranteed Best Price claims rest solely with The Back Store. Guaranteed Best Price does not apply to damaged, returned, open box and display merchandise, vendor rollbacks and rebates, special purchases, promotional/doorbuster items, financing offers, clearance/discontinued, closeout prices, third-party ‘marketplace’ sellers, and pricing from bid/auction websites.
*Item must be the same or comparable item. Price match includes all ‘in-store’ offers and ‘Free Gift With Purchase’ deals. Special financing offers do not apply.
All special orders require a 50% non-refundable deposit. There are no cancellations or refunds on any special orders. Special orders include airbeds, headboards, footboards, bunk beds, daybeds, futon covers, futon beds, massage chairs, custom sized mattresses included: Full XL, Split Queen, California King and any invoice marked special order.
No refunds of deposits after 14 days.
All refunds require an original receipt returned to the store. Refunds are issued upon inspection of merchandise. All cash refunds are sent from our corporate office. Please allow 2-3 weeks for processing. We will issue a credit to your original method of payment, less the initial shipping charges and restocking fees (if applicable). For credit card orders, please allow at least one full billing statement for your credit to appear
Your new purchase comes with a manufacturer’s limited warranty; any defects must fall within the time frame and guidelines of the manufacturer’s warranty. The Back Store will assist, when necessary, all customers in exercising the manufacture’s limited warranty. A copy of the sales receipt is required for all warranties. Inspection and delivery cost are not provided by the manufacturers. All other express or implied warranties, including the implied warranties of merchantability and fitness for a particular use, are excluded.
To submit a warranty claim, please fill out the following Warranty Claim Form.
The Back Store : Customer Care:
11am – 5pm CST