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.
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. The rules concerning returns are as follows:
Exclusively for Memory Foam Mattresses and Memory Foam Toppers
Guarantee:The Guarantee for delivered orders starts from the product's shipping date. If a return is made, there will be a 100 percent product refund, less any shipping and handling charges. The product must be returned in like-new 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 and stains. Customer is responsible for all shipping costs to return and receive the product. For in-store pickup purchases, the guarantee starts from the invoice date, and products must be returned in factory condition. A refund of the product will be issued, and is subject to a 25 percent restocking fee. This fee is also in effect for delivered orders that are returned to the store in person. Refer to the specific product page for length of Guarantee.
Warranty:
The Warranty covers defects due to faulty workmanship or materials and starts from the shipping date or invoice date for pickups. After inspection and Foam Factory's acknowledgement of product failure, defective products may be returned for replacement or repair. Customer is responsible for all shipping costs to return and receive the product. Foam Factory reserves the right to replace or repair the product with similar materials of equal or higher value that may not be an exact match to the original. The Warranty does not include a normal increase in softness or body impressions of 1-1/2 inches or less. 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.
Exclusively for Latex Mattresses and Toppers
Guarantee: The Guarantee for delivered orders starts from the product's shipping date. If a return is made, there will be a 100 percent product refund, less any shipping and handling charges. The product must be returned in like-new 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 and stains. Customer is responsible for all shipping costs to return and receive the product. For in-store pickup purchases, the guarantee starts from the invoice date, and products must be returned in factory condition. A refund of the product will be issued, and is subject to a 25 percent restocking fee. This fee is also in effect for delivered orders that are returned to the store in person. Please note that due to the manufacturing process, minor imperfections are normal and do not affect overall performance of the latex foam. Refer to the specific product page for length of Guarantee.
Warranty:
The Warranty covers defects due to faulty workmanship or materials and starts from the shipping date, or invoice date for pickups. After inspection and Foam Factory's acknowledgement of product failure, defective products may be returned for replacement or repair. Customer is responsible for all shipping costs to return and receive the product. Foam Factory reserves the right to replace or repair the product with similar materials of equal or higher value that may not be an exact match to the original. The Warranty does not include a normal increase in softness or body impressions of 1-1/2 inches or less. 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. Refer to the specific product page for length of Warranty.
For All Other Foam Products
All other foam products may not be returned for any reason other than what is stated below: Incorrect Order:
If there is a mistake in your order, please return the order to Foam Factory so that we may correct the error. All ground shipping and handling charges will be reimbursed. 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.
Mistake in Size:
Foam dimensions are accurate only to within 1/2 of an inch for seats and cushions and 1 inch for mattresses. Soundproofing foam has an accuracy range of 2 inches. If any foam you order with specific dimensions is outside of this range, you will be issued store credit after returning the foam in factory condition, and we will cover ground shipping and handling charges.
Authorized Return:
If a return is authorized without Foam Factory being at fault, there will be a 25 percent restocking fee, and the customer is responsible for all shipping and handling charges.
Authorized Exchange:
If an exchange is authorized, the customer is responsible for all shipping and handling charges. For the exchange to occur, the product being returned must be in factory condition.
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 must be made within 30 days of the shipping date or the time frame specified by the guarantee or warranty of the product.
1A. If a mistake is found with the order, contact us and we will instruct you which parts of the order to ship back. We will reimburse you for ground shipping and handling charges.
1B. If you return defective foam, you are responsible for shipping and handling charges.
2. Please call us to give your name, invoice number, date of invoice and the date you will be returning the foam.
3. Once your return has arrived at our warehouse, please allow 10 to 15 business days for your return to be processed.
Customer Is Responsible for Shipping in the Following Case:
Returning defective foam before its warranty ends. Please also note that some items may cost more than $100 to return.NOTE: Foam Factory Inc. is not responsible for lost or misdirected returns. For your protection, please insure all returns.
FAQ's
The following are questions most commonly asked by our customers. If you do not find the answer to what you are looking for, please Contact Us.
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 mroe 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 and shipping 5 to 6 business days (UPS Ground). For quicker shipping, please call us for quotes. 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.
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. Please Contact Us for shipping to locations outside the US.TERMS / DISCLAIMER
