Policies

Shipping and Returns

At Turmerry, we strive to make your shopping experience as seamless as possible. Here's how shipping and returns work.

  • Freeshipping on all orders within the contiguous USA
  • Same dayshipping on most orders, from Charlotte, NC
  • 120day trial on mattresses and mattress toppers
  • 110%store credit on any return, or 100% back to your payment method

Ready to start a return?

Contact us first. Returns that use our donation or destruction process need our instructions before you begin, or the refund may be denied.

Start your return hereContact us

Questions? Call 984-299-6850.

  1. 1Shipping
  2. 2Return rules
  3. 3Mattresses & toppers
  4. 4Pillows & bedding
  5. 5Donation & destruction
  6. 6FAQ

Shipping

Free shipping on all orders within the contiguous USA

1

Contiguous USA

We offer Free Shipping on all orders within the contiguous USA, and most orders ship the same business day.

2

Shipped from Charlotte, NC

Most orders (except a few drop-ship items) ship from our Distribution Center in Charlotte, NC. If you're on the East Coast, you can expect your order to arrive within 2–3 business days, and if you're on the West Coast, within 5–7 business days.

3

Alaska, Hawaii & US territories

Orders to Alaska, Hawaii and US territories ship for a flat rate based on order weight, shown at checkout. For mattresses, bed bases and frames to these areas, call 984-299-6850 for a shipping quote.

4

Shipping internationally

Tip: To check if our products can be shipped internationally to your country, simply add items to your cart.

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No PO Boxes or parcel lockers. We ship with UPS, FedEx and USPS, and most of our boxes are too large for a PO Box, so please use a street address and include your apartment or suite number. Orders sent to a PO Box may be held until we confirm a street address with you.

Returns and refunds

Up to 110% money back

Every return window at a glance. Full details for each product type follow below.

120-night trial

Mattresses

  • Return within 120 nights of your delivery date
  • Try it for at least 30 nights before initiating a return request
  • One free comfort layer if the firmness isn't right: keep the original, nothing to send back (it doesn't count as your return or exchange)
  • Returned through our donation program
  • 110% store credit, or 100% of the original purchase refunded to the method of payment
  • One mattress return or exchange per household, in total

Mattress return details

120-night trial

Mattress toppers

  • Return within 120 nights of your delivery date
  • Try it for at least 30 nights before initiating a return request
  • Returned through a local donation procedure
  • 110% store credit, or 100% of the original purchase credited back to your method of payment
  • One per household within a 12-month period

Topper return details

120-night returns

Pillows, sheets, bedding, etc.

  • Return within 120 nights of your delivery date
  • Pillows, used or unused: donate locally and send us photos of the donation and the receipt (two pillows in an unopened box get a free prepaid return label)
  • Other bedding: unopened box gets a free prepaid return label; opened but unused, donate it to a local charity for a full refund
  • Other bedding must be unused, unlaundered, and scent- and fragrance-free
  • 110% store credit, or a full refund to your method of payment
  • One per product type per household within a 12-month period (up to two pillows, or one pillow pack)

Bedding return details

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Please Note: Our policy only allows for the return or exchange of one item per product type (e.g., mattress topper, sheet set) per household within a 12-month period, with the exception of pillows, where up to two can be returned within the same 12-month period. Mattresses have a stricter limit: each household can return or exchange one mattress in total, and after that, future mattress orders are not eligible for a return or exchange.

If you have purchased multiple items of the same type (excluding pillows), please be aware that only one of each type can be returned or exchanged within the 12-month timeframe. We count a household as orders that share a customer name, shipping address, billing address or payment method.

We encourage thoughtful purchases, as returns can have a significant impact on our small business.

Return policy for mattresses and mattress toppers

A 120-night trial, with a 30-night minimum

Purchasing a mattress or mattress topper is a significant decision. To ensure you have enough time to truly experience the product, we offer a 120-night trial period for both.

We believe that trying out a mattress or mattress topper for just a few minutes at a local store is not enough. It's essential to truly know how it feels to spend a third of your life on it. Therefore, we insist that you try them out for at least 30 nights before initiating a return request. If you find them unsatisfactory after the 30-night mandatory trial period, you have the option to return the mattress or mattress topper within 120 nights of your delivery date.

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120-night trial

For Mattresses

Every mattress we make with separate latex layers (all except the one-piece Latex Hybrid Mattress) comes with one free comfort layer. If you feel that a different layer will improve its support and comfort, we'll send you one at no additional charge during your trial, and you keep the original layer, with nothing to send back. The free layer doesn't count as your household's mattress return or exchange. However, if you just wish to return the mattress without changing layers, we have a donation program available (contact us for more information and start your return here).

Our Latex Hybrid Mattress, Egg Crate Mattress, RV Mattress, Flippable Mattress, DIY Hybrid Mattress, Bigg+ Mattress, and Kids Mattress can also be returned through the donation program. Once the mattress is donated, we can process a full refund back to your original payment method. Keep in mind that when returning an item, you have the option to receive 110% store credit. Or 100% of the original purchase will be refunded to the method of payment.

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Important: Before donating, please ensure that you email us photos of the mattress cover (top, bottom, and all four sides). We'll then send a prepaid label to ship the cover to our warehouse for inspection. Once the cover passes inspection, we'll confirm in writing, and you can donate the latex layers. If the mattress cover has stains, damage, or signs of misuse, the mattress does not qualify for a refund, and we may return the cover to you.

This applies to all our mattresses with a zippered cover. The Latex Hybrid Mattress is one piece without separate layers, so please contact us for its donation steps.

How a mattress donation return works

  1. 1Contact us and start your returnContact us for more information and start your return here.
  2. 2Email photos of the coverSend us photos of the mattress cover: top, bottom, and all four sides.
  3. 3Ship the cover for inspectionWe'll send a prepaid label to ship the cover to our warehouse for inspection.
  4. 4Get our written confirmationOnce the cover passes inspection, we'll confirm in writing, and you can donate the latex layers.
  5. 5Donate and send proofProvide photos of the mattress at the time of donation, clearly visible and identifiable, along with the donation receipt showing your name and the item details.
  6. 6Receive your refundOnce the mattress is donated, we can process a full refund back to your original payment method, or you can choose 110% store credit.
  1. Note 1: If you try a new comfort layer and still find the mattress unsatisfactory afterward, you can still return the mattress.
  2. Note 2: If you decide to return or donate your mattress before the 30-night mandatory trial period, we will issue a store credit instead of a refund.
  3. Note 3: When donating a mattress, please provide photos of the item at the time of donation. The mattress should be clearly visible and identifiable, along with the donation receipt showing your name and the item details.
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120-night trial

For Mattress Toppers

If you find our Latex Mattress Topper, Egg Crate Mattress Topper, Cooling Mattress Topper, or RV Mattress Topper to be uncomfortable after the 30-night mandatory trial period, we will ask you to follow a local donation procedure to reduce greenhouse gas emissions associated with shipping. There is an easy set of procedures to be followed for this, so please contact us for instructions, and you can begin your return here.

You can return our mattress topper within 120 nights of your delivery date. Keep in mind that when returning an item, you have the option to receive 110% store credit. Or 100% of the original purchase credited back to your method of payment.

  1. Note 1: If you decide to return or donate your mattress topper before the 30-night mandatory trial period, we will issue a store credit instead of a refund.
  2. Note 2: When donating a topper, please provide photos of the item at the time of donation. The topper should be clearly visible and identifiable, along with the donation receipt showing your name and the item details.

Return policy for pillows, sheets, bedding, etc.

120 nights to return pillows and bedding

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120-night returns

For Pillows

You can return our pillows within 120 nights of your delivery date, used or unused. Instead of shipping a pillow back, we'll ask you to donate it locally: contact us first, donate the pillow, then send us a photo of the pillow at the time of donation and the donation receipt, and we'll give you a full refund. As with all our returns, you can choose 110% store credit instead.

Returning two pillows (or a pillow pack) and the box is still unopened? We'll send you a free prepaid return label instead.

  1. Note: Up to two pillows, or one pillow pack (2 or 4 pillows bought together in one order), can be returned per household within a 12-month period.
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120-night returns

Sheets, bedding, etc.

We stand behind the quality of our merchandise, and if for any reason you're not fully satisfied with your purchase, you may return your unused merchandise in its original condition within 120 nights of your delivery date. If the box is unopened, we'll send you a free prepaid return label. If it has been opened but the item is unused, we'll ask you to donate it to a local charity and we'll give you a full refund. As with all our returns, you can choose 110% store credit instead.

This applies to:

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To be eligible for a refund, these items must be unused, unlaundered, and scent- and fragrance-free.

Note: Our USA-made wool comforters have their own rule: they can only be returned if they are new, unused, unlaundered, and in their original condition.

Items not returnable or with return restrictions

  • Adjustable bed bases cannot be returned or exchanged, and we do not offer trials for them.
  • USA-made wool comforters are returnable only if they are new, unused, unlaundered, and in their original condition.

Relevant information

  • Returns for online purchases are typically processed within 10 business days of receipt at our distribution center.
  • If any item arrives damaged or is not what you ordered, let us know within 10 days of delivery, with a photo, and we will replace it at no cost to you.
  • For warranty coverage on mattresses, toppers, pillows and bases, please see our Warranty page.

Donation process and destruction policy

Contact us before you donate or dispose

To ensure a smooth process and guarantee your refund, please note the following important points:

1

Donation Process

If you are contemplating a return and intend to donate the item, it is crucial to follow our specified donation policy process. Failure to contact us and adhere to the outlined procedure may result in the denial of a refund. We are committed to transparency and fairness, and your cooperation in this process ensures a hassle-free experience.

2

Destruction Policy

In the event that you are unable to find a suitable place for a donation, we offer a destruction policy as an alternative. However, it is imperative to communicate with us to understand the correct procedure for item destruction. Failure to contact us and comply with the guidelines outlined in our destruction policy may lead to the non-issuance of a refund.

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Please be aware that adhering to our donation and destruction policies is essential to facilitating a prompt, efficient return process. Contacting us before initiating the donation/destruction policy is a must! Failure to contact us can result in the refund being denied. Please make sure to reach out to us.

We appreciate your cooperation in following these guidelines for a satisfactory resolution. If you have any further questions or need assistance, please don't hesitate to reach out to us. We're here to help!

Contact usStart your return

Questions

Shipping and returns FAQ

Is shipping free?

Yes. We offer free shipping on all orders within the contiguous USA. Orders to Alaska, Hawaii and US territories ship for a flat rate based on order weight, shown at checkout; for mattresses, bed bases and frames to these areas, call 984-299-6850 for a shipping quote.

How long will my order take to arrive?

Most orders ship the same business day, and most (except a few drop-ship items) ship from our distribution center in Charlotte, NC. If you're on the East Coast, you can expect your order to arrive within 2-3 business days, and if you're on the West Coast, within 5-7 business days.

Do you ship internationally?

To check if our products can be shipped internationally to your country, simply add items to your cart.

Can you ship to a PO Box?

No. We ship with UPS, FedEx and USPS, and most of our boxes are too large for a PO Box or parcel locker, so please use a street address and include your apartment or suite number. If an order arrives with a PO Box address, we will hold it and contact you for a street address.

How long is the trial on mattresses and mattress toppers?

We offer a 120-night trial period for both. We insist that you try them out for at least 30 nights before initiating a return request. After the 30-night mandatory trial period, you can return the mattress or mattress topper within 120 nights of your delivery date.

What if I return my mattress or topper before 30 nights?

If you decide to return or donate your mattress or mattress topper before the 30-night mandatory trial period, we will issue a store credit instead of a refund.

Do I get store credit or a refund?

Your choice, on any return: 110% store credit, or 100% of the original purchase refunded to your method of payment.

How many items can my household return?

Our policy allows the return or exchange of one item per product type (e.g., mattress topper, sheet set) per household within a 12-month period, with the exception of pillows, where up to two can be returned within the same 12-month period. Each household can return or exchange one mattress in total, and after that, future mattress orders are not eligible for a return or exchange. We count a household as orders that share a customer name, shipping address, billing address or payment method.

Can I get a different layer instead of returning my mattress?

Yes. Every mattress we make with separate latex layers (all except the one-piece Latex Hybrid Mattress) comes with one free comfort layer during your trial. If you feel that a different layer will improve its support and comfort, we'll send you one at no additional charge, and you keep the original layer, with nothing to send back. The free layer doesn't count as your household's mattress return or exchange, and if you still find the mattress unsatisfactory afterward, you can still return it.

How do I return a mattress?

Mattresses are returned through our donation program. Contact us and start your return. Before donating, email us photos of the mattress cover (top, bottom, and all four sides). We'll send a prepaid label to ship the cover to our warehouse for inspection. Once the cover passes inspection, we'll confirm in writing, and you can donate the latex layers. If the mattress cover has stains, damage, or signs of misuse, the mattress does not qualify for a refund. This applies to all our mattresses with a zippered cover; the Latex Hybrid Mattress is one piece, so contact us for its donation steps.

How do I return pillows, sheets or other bedding?

Pillows can be returned within 120 nights of your delivery date, used or unused. Contact us first, donate the pillow locally, then send us a photo of the donation and the donation receipt for a full refund. If you're returning two pillows (or a pillow pack) in an unopened box, we'll send you a free prepaid return label instead. For sheets and other bedding, you may return unused merchandise in its original condition within 120 nights of your delivery date. If the box is unopened, we'll send you a free prepaid return label. If it has been opened but the item is unused, we'll ask you to donate it to a local charity and we'll give you a full refund. To be eligible for a refund, these items must be unused, unlaundered, and scent- and fragrance-free. On any return, you can choose 110% store credit instead.

Can I return an adjustable bed base?

No. Adjustable bed bases cannot be returned or exchanged, and we do not offer trials for them.

How long does it take to process a return?

Returns for online purchases are typically processed within 10 business days of receipt at our distribution center.

What if I can't find a place to donate my item?

We offer a destruction policy as an alternative. Contact us first to understand the correct procedure for item destruction. Failure to contact us and comply with the guidelines outlined in our destruction policy may lead to the non-issuance of a refund.

Still have questions? Call 984-299-6850 or contact us. We're here to help!