Customer Service


CONTACT US

Please see our Contact Us page for different ways you can get ahold of us for help with any questions you may have.




PRICE MATCH

If you find a competing product identical to one offered by Foam Factory at a price less than ours, we will match its price and beat it by an additional 10 percent!

To qualify for the Foam Factory Price Match, a competing product’s pre-tax gross cost must be less than the pre-tax gross cost of the same product Foam Factory offers. The product price AND its individual shipping cost are combined to find the gross cost. Price matching is done on a product-to-product basis and not the gross total of an entire order that includes multiple products.

If a competing product is offered for $5.00 with $30.00 shipping, and Foam Factory offers the same product for $15.00 with $12.99 shipping, the gross cost of the competing product ($35.00) is greater than the gross cost of the Foam Factory product ($27.99). Foam Factory will not match that price because while the competitor’s actual product is less than Foam Factory, they have buried the true cost in the elevated shipping charge, making their gross cost greater than Foam Factory’s. If you order the same item from Foam Factory, you will save money.

If you find a competitor offering a product for $11.00 with $15.00 shipping and Foam Factory offers the same product for $15.00 with $12.99 shipping, the gross cost of the competitor ($26.00) is less than the gross cost of Foam Factory ($27.99). Foam Factory WILL match the competitor’s gross cost in this situation AND beat it by 10 percent for a pre-tax price of $23.40!

NOTE: Foam Factory will only “Meet and Beat” prices against competing companies. Foam Factory will price match products found on other sites owned by Foam Factory, but that site’s corresponding shipping policy must also be used in combination with the product’s cost. The 10 percent discount is not offered for prices on other sites owned by Foam Factory. Custom covers are exempt from price matching.


RETURN POLICY

You must have your receipt in order to make any warranty claims or returns. Your receipt is the packing slip that comes with your shipment. Products must be returned in factory condition and any changes to the factory condition of the product will void any warranty or return eligibility. This includes, but is not limited to: reshaping, trimming, tears, punctures, stains, and odors. The rules concerning returns are as follows:


Exclusively for Memory Foam Mattresses and Memory Foam Toppers

Return Guarantee:
The Return Guarantee for delivered orders starts from the product's shipping date, or invoice date for in-store pickups. Products must be returned in factory condition, and any changes to the factory condition of the product will void the Guarantee. This includes, but is not limited to: reshaping, trimming, tears, cracks, punctures, stains, and odors. If a product is shipped to a customer, and the return is shipped back to Foam Factory, the customer is responsible for the actual shipping costs, both to and from Foam Factory. If a product is shipped to a customer, and the return is made in-store at Foam Factory's facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to Foam Factory, the customer is responsible for the cost of shipping to Foam Factory. If the product is purchased in-store, and the return is made in-store at Foam Factory's facility, the product is subject to a 25 percent restocking fee. Refer to the specific product page for length of Guarantee.

Warranty:
The Warranty exclusively covers an increase in body impressions of 1-1/2 inches or greater, starting from the product's shipping date, or invoice date for in-store pickups. After inspection and Foam Factory's acknowledgement of product failure, defective products may be returned for replacement or repair. If a product is shipped to a customer, and the return is shipped back to Foam Factory, the customer is responsible for the actual shipping costs, both to and from Foam Factory. If a product is shipped to a customer, and the return is made in-store at Foam Factory's facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to Foam Factory, the customer is responsible for the cost of shipping to Foam Factory. Foam Factory reserves the right to replace or repair the product with similar materials of equal or greater value that may not be an exact match to the original. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting. The Warranty will be void if the product is found to have been physically abused, damaged, soiled, infested, resized, or reshaped in any way. Warranty claims must be made by the product's original purchaser. Refer to the specific product page for length of Warranty.

Warranty Impression Evaluation:
Foam Factory's Memory Foam Mattress/Topper Warranty covers an increase in body impressions of 1-1/2 inches or greater, respective to the duration of the product's individual warranty length. Due to the nature of foam products, we must allow them to expand to full size before inspection for possible body impressions.

If a mattress or topper is returned to our facility, we will place it on a flat surface for 24 hours, and then evaluate the presence or absence of a body impression 1-1/2 inches or greater.

Please contact us with any questions regarding the evaluation of body impression Warranty claims. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting.



Exclusively for Latex Mattresses and Toppers

Return Guarantee:
The Return Guarantee for delivered orders starts from the product's shipping date, or invoice date for in-store pickups. Products must be returned in factory condition, and any changes to the factory condition of the product will void the Guarantee. This includes, but is not limited to: reshaping, trimming, tears, cracks, punctures, stains, and odors. If a product is shipped to a customer, and the return is shipped back to Foam Factory, the customer is responsible for the actual shipping costs, both to and from Foam Factory. If a product is shipped to a customer, and the return is made in-store at Foam Factory's facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to Foam Factory, the customer is responsible for the cost of shipping to Foam Factory. If the product is purchased in-store, and the return is made in-store at Foam Factory's facility, the product is subject to a 25 percent restocking fee. Please note that due to the manufacturing process, minor imperfections are normal and do not affect overall performance of the latex foam. Latex's pin-core perforations may fully extend through the product, or they may not. This is a normal result of the manufacturing process, and neither variation is to be considered a flaw or defective. Refer to the specific product page for length of Guarantee.

Warranty:
The Warranty exclusively covers an increase in body impressions of 1-1/2 inches or greater, starting from the product's shipping date, or invoice date for in-store pickups. After inspection and Foam Factory's acknowledgement of product failure, defective products may be returned for replacement or repair. If a product is shipped to a customer, and the return is shipped back to Foam Factory, the customer is responsible for the actual shipping costs, both to and from Foam Factory. If a product is shipped to a customer, and the return is made in-store at Foam Factory's facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to Foam Factory, the customer is responsible for the cost of shipping to Foam Factory. Foam Factory reserves the right to replace or repair the product with similar materials of equal or greater value that may not be an exact match to the original. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting. The Warranty will be void if the product is found to have been physically abused, damaged, soiled, infested, resized, or reshaped in any way. Warranty claims must be made by the product's original purchaser. Please note that due to the manufacturing process, minor imperfections are normal and do not affect overall performance of the latex foam. Latex's pin-core perforations may fully extend through the product, or they may not. This is a normal result of the manufacturing process, and neither variation is to be considered a flaw or defective. Refer to the specific product page for length of Warranty.

Warranty Impression Evaluation:
Foam Factory's Latex Mattress/Topper Warranty covers an increase in body impressions of 1-1/2 inches or greater, respective to the duration of the product's individual warranty length. Due to the nature of foam products, we must allow them to expand to full size before inspection for possible body impressions.

If a mattress or topper is returned to our facility, we will place it on a flat surface for 24 hours, and then evaluate the presence or absence of a body impression 1-1/2 inches or greater.

Please contact us with any questions regarding the evaluation of body impression Warranty claims. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting.



For All Other Foam Products

Approved returns or exchanges must arrive at Foam Factory's facility within 21 calendar days of the shipping or pickup date, or the time frame specified by the particular guarantee or warranty of the product.

All other foam products may not be returned for any reason other than what is stated below:

Incorrect Order:
If you have received incorrect products in error, please contact us to return the order to Foam Factory so we may correct the mistake. Foam Factory will cover all ground shipping and handling charges. With all orders being unique, and many being customized, please contact us before making your return. It may only be necessary to return a single component rather than the whole order, saving you the hassle of repackaging the entire order, and allowing you to utilize the correct parts of the shipment while the situation is being rectified. The incorrect product must be placed in the mail before Foam Factory will issue an order correction. Products must be returned in factory condition.
Mistake in Size:
Please refer to our dimensional tolerance table listed below. If any product you order with specific dimensions is outside of the range specified, you may return the product, in factory condition, for a refund or exchange, and Foam Factory will cover all ground shipping and handling charges. Note that each tolerance is respective to an individual dimension of the product, not a total sum of all dimensions. Please contact us before making your return; it may only be necessary to return a single component rather than the whole order, saving you the hassle of repackaging the entire order, and allowing you to utilize the correct parts of the shipment while the situation is being rectified. The incorrect product must be placed in the mail before Foam Factory will issue an order correction.

NOTE: If an order correction is issued, Foam Factory will use standard FedEx Ground shipping.

Dimensional Tolerances
Foam Type Length Width Thickness Weight
Standard Open-Cell Sheets ± 2" ± 2" ± 1/4" x
Standard Closed-Cell Sheets 3" Over 3" Over ± 1/4" x
Standard Closed-Cell Rolls 6" Over 2" Over ± 1/8" x
Standard Closed-Cell Cylinders, Tubes, Profles 6" Over ± 1/4" ± 1/4" x
Acoustical Foam ±1" ±1" ± 1/2" x
Mattresses ± 1-1/2" ± 1-1/2" ± 1/2" x
Mattress Toppers ± 1" ± 1" ± 1/2" x
Standard/Custom-Cut Mattress Covers ± 1-1/2" ± 1-1/2" ± 1/2" x
Camping Pads ± 1" ± 1" ± 1" x
Comfort & Support Items* ± 1" ± 1" ± 1" x
Custom-Cut Cushions ± 1" ± 1" ± 1/2" x
Custom-Cut Mattresses ± 1-1/2" ± 1-1/2" ± 1/2" x
Pet Beds ± 2" ± 2" ± 2" x
Fiberfill 3" Over 3" Over ± 1/4" x
Hand-Cut Custom Packaging & Parts
(Less Than 5 sq. ft. Surface Area)**
± 1/2" ± 1/2" ± 1/4" x
Hand-Cut Custom Packaging & Parts
(Greater Than or Equal To 5 sq. ft. Surface Area)**
± 1" ± 1" ± 1/4" x
Machine-Cut Custom Packaging & Parts*** ± 1/4" ± 1/4" ± 1/4" x
Shredded Memory Foam Bag (15LB) x x x 9LB-25LB
Shredded Conventional Foam Bag (8LB) x x x 5LB-12LB
Shredded Conventional Foam Bag (30LB) x x x 22LB-38LB
Foam Sacks The bulge at the center of the product will be ±10% of the product's listed dimensions. The seam to seam measurement on the top of the Foam Sack will be up to 6" less than the listed size.

*NOTE: Draft Stoppers, Door Stoppers, and Poly Round Bolsters can be considered Comfort & Support Items.
**NOTE: Custom projects involving labor without a design fee are typically hand-cut.
***NOTE: Custom projects involving labor with a design fee are typically machine-cut.

Immediate Defects:
If your order is correct and within the acceptable size tolerance range, but contains an immediate factory defect, it must be returned as originally received, and be in Foam Factory's possession within 21 calendar days of the product's ship or pickup date to make a return or exchange. The customer is responsible for the actual shipping costs, both to and from Foam Factory.

Authorized Return:
If a return is authorized without Foam Factory being at fault, the product is subject to a 25 percent restocking fee, and the customer is responsible for the actual shipping costs, both to and from Foam Factory. For a return to be authorized, the product being returned must be in factory condition. Custom-cut products are non-returnable. Custom-cut products include, but are not limited to, custom-cut parts, custom-cut cushions, custom-cut mattresses, custom-cut covers, polyethylene roll by the foot, and polyethylene tubing by the foot.
Authorized Exchange:
If an exchange is authorized, the customer is responsible for the actual shipping costs, both to and from Foam Factory. For an exchange to be authorized, the product being returned must be in factory condition. Custom-cut products are non-exchangeable. Custom-cut products include, but are not limited to, custom-cut parts, custom-cut cushions, custom-cut mattresses, custom-cut covers, polyethylene roll by the foot, and polyethylene tubing by the foot.

Foam Scent:
Occasionally, brand-new foam products will carry a "factory-fresh" scent; a result of the close proximity with which bulk foam materials are stored and shipped before arriving at our facility. This is typically only present in new foam materials that have recently been manufactured into the product you ordered. In a sense, a foam scent when you first receive your order is a confirmation that you've received a brand-new, top-quality foam product, made to your specifications.

That factory-fresh scent dissipates in products over time, when given the opportunity to air out. Most people find the scent disappears somewhere within a two-week period, sometimes only after a day or two, while others never notice a scent at all. It is important to note that a foam product with a factory-fresh scent is not defective, damaged, or of inferior quality in any way. For this reason, a foam scent is not grounds for or eligible for an authorized exchange. As a factory-fresh scent is a result of normal manufacturing processes and not a defect or flaw, a standard product may be returned without Foam Factory being at fault as an authorized return. The product is subject to a 25 percent restocking fee, and the customer is responsible for the actual shipping costs, both to and from Foam Factory. For a return to be authorized, the product being returned must be in factory condition. Custom-cut products are not returnable or exchangeable.



Making a Return

1. All products must be accompanied by a receipt in order to make warranty claims or returns. Your receipt is the packing slip that comes with your shipment. Approved returns or exchanges must arrive at Foam Factory's facility within 21 calendar days of the shipping or pickup date, or the time frame specified by the particular guarantee or warranty of the product.
2. Please call us with your name, invoice number, date of invoice, and the date you will be returning the product.
3. Once your return has arrived at our facility, please allow 10 to 15 business days for your return to be processed.


Customer is responsible for shipping to and from Foam Factory in the following case:

Returning defective foam before its warranty ends. Please note that some items may cost more than $100.00 to return.

Foam Factory does not offer expedited shipping, at our cost, for any reason.

NOTE: Foam Factory is not responsible for lost or misdirected returns. For your protection, please insure all returns.



FAQs

The following are the questions most commonly asked by our customers. If you do not find the answer to what you are looking for, please Contact Us.

Can I return a custom-cut foam order?

Due to the one-of-a-kind nature of custom-cut orders, they may not be returned or exchanged. See our Return Policy for issues involving incorrect orders, mistakes in size, or defects.



What is your privacy policy?

We will store all information except for payment information, such as credit card numbers. Any and all information stored by us will not be shared with other organizations for commercial purposes. Please visit our Privacy Notice page for more detailed information.



Is it safe to use my credit card on the website?

Our online credit card system allows you to enter your information directly into our bank. Your information is used only once. We never see your credit card number, and it is never stored in our computers.



How long does it take my foam to ship out?

After we receive your order, processing typically takes about 3 to 5 business days. Shipping via FedEx Ground typically takes about 5 to 6 business days. Custom orders take about 5 to 10 business days for processing.



What forms of payment do you accept?

Foam Factory, Inc. accepts the following payment methods: VISA, MasterCard, Discover Card, American Express and money orders. Checks are also accepted and wire transfers can be arranged but orders will not ship until those two payment forms clear. Sorry, no cash on delivery.



Why do you or don't you charge sales tax?

Most states require that taxes must be collected on sales transactions between residents and merchants both physically located in that state. We are located in Michigan. When we ship orders to residents in the state of Michigan, we are required by law to collect the applicable state sales taxes and pay them to the taxation authority in Michigan. For example, if your billing address is in Michigan, but you are shipping to a location out of state, sales tax is not applied. However, if your billing address is out of state but you are shipping to a location within Michigan, there will be applicable sales tax. If you or your organization has been approved for tax-exempt status in your state, please Contact Us.



What is the difference between open-cell and closed-cell foam?

The structural difference between open-cell foam and closed-cell foam is that open-cell foam has the foam's cells open to each other. Closed-cell foam's cells are completely closed off from one another, like tiny bubbles.



Can I wash my product?

Foam products are not machine washable; doing so will damage or destroy the material. It may be possible to spot clean small stains with gentle cleaning agents, as long as the product is given ample time to dry. Foam Factory is not responsible for any damage that occurs while attempting to clean a foam product. Use of a cover is encouraged for any foam product, as it will extend its life and keep it cleaner.

Products in non-removable covers are spot clean only, as the foam inside cannot be laundered. Removable gray and white striped covers are dry clean only. Removable cotton or suede covers can be spot cleaned as needed, but are also machine washable on the gentle cycle in cold water, and should be hung to dry. Terrycloth and Poly-Cotton Knit Covers can be laundered in the same way as the removable twill cotton or suede covers: launder them on the gentle cycle in cold water, hanging them to dry.



I notice that you have free shipping and handling. What areas does this benefit cover?

The free shipping and handling offer is valid only to customers within the contiguous U.S. on purchases more than $75.00. This excludes Hawaii, Alaska, Puerto Rico, and other international destinations. Please Contact Us for shipping to locations outside the US.

See our Free Shipping page for more information.



TERMS / DISCLAIMER


IMPORTANT: Upon receipt of your package(s), it is vital to open them as soon as possible. Contents are tightly packaged for shipping purposes, and may experience deformation or damage if left unopened for more than 14 days.


Price, Shipping, and Availability Changes:

Prices, shipping, and availability are subject to change without prior notice. We reserve the right to make changes to our site, services, and/or products without notice. This may be due to market conditions, discontinuation of products, typographical, photographic, or technical errors on our website. If you have ordered a product that is subject to a price or shipping increase, we will hold your order and inform you of the increase before it ships.



Address Match:

With regards to credit card orders, please be sure your bill to and ship to address matches what is on file with your credit card company. Invalid address information may delay your order.



Delayed/Late Shipments:

Customer takes on full liability for safety and validity of the delivery address given to us at the time of purchase. Foam Factory will not pay any forwarding costs on shipments.



Product Suggestions:

Any product suggestion made by Foam Factory and its employees should be taken as just that - a suggestion. Foam Factory and its employees will attempt to make every effort to suggest the best product(s) for an application as described, but these suggestions should not be viewed as a guarantee of performance. All suggestions must be taken into consideration while understanding there are variables unique to every space and situation that may affect results.



Typographic, Photographic and Technical Errors:

Although we try our best to make our website 100 percent accurate, on occasion errors and inaccuracies occur. If you encounter an error or inaccuracy, please Contact Us about the mistake so that it can be corrected.



Warranty Disclaimer and Limitation of Liability:

Foam Factory, Inc. will not have any liability to anyone for incidental or consequential damages or any other liability, loss or damage arising out of or related to our products, even if Foam Factory or an authorized representative of Foam Factory has been advised of the possibility of such damages. Unless otherwise specified, all products are sold as is, and no warranty will be made concerning the performance of our products. Foam Factory does not warrant that this website or the server that makes this website available is free of viruses or other harmful components. This disclaimer by Foam Factory does not in any way affect the terms of a manufacturer's warranty should there be one. In no event shall Foam Factory, Inc.'s total liability to you for any and all damages, losses and causes of action (whether in contract, tort [including, but not limited to, negligence] or otherwise) exceed the amount paid by you, if any, to Foam Factory for the specific merchandise at issue.

17500 23 Mile Road, Macomb, MI 48044 | PHONE: (586) 627-3626 FAX: (586) 627-5830 Contact Us | Open Monday through Friday, 10a.m. to 5p.m. EST

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