Casper Mattress
Customer Help Q & A

Customer Help: Casper

Trial, Return & Exchange (Questions: 8)

  • Q.1) Why do mattress manufacture’s offer free trial period for online purchase of mattresses?
  • Whether you purchase a mattress in a store or online, you make a long-term decision that could impact your sleep health. When you buy a mattress in a store after lying on a few mattresses, listening to sales pitches, and getting some great deals, you are ignoring how you and your partner's body will react to the Mattress. Any new mattress has a break-in period (adjustment period), and your body needs time to adjust to a better feel. Lying on a mattress for a short time in a store setting does not provide insight. Buying a mattress online further compounds that you never got to touch or feel the Mattress before you made the purchase decision. That's why mattress manufacturers offer an extended trial period to try the Mattress in a comfortable home setting without any pressure and then make the call whether to retain or return.

  • Q.2) What is the duration of Casper’s risk-free trial period?
  • Casper offers a 100-night risk-free trial period starting from the date of delivery.

  • Q.3) What is the minimum period you need to try Casper mattress before initiating a return?
  • Since you've likely been sleeping on another mattress every night for the past few years, your body will need time to adjust to your new Casper mattress. Generally, Casper recommends a 30-days adjustment period for trying out a new mattress. If unsatisfied, you can return the Mattress after the 30 days expire but before 100 days is from the delivery date for a full refund.

  • Q.4) Do I need to keep any of the packaging or boxes?
  • There is no need to keep the box or packaging material for mattresses or larger items like furniture.

  • Q.5) Do I need to make my own arrangements for shipping product back to Casper?
  • No, Casper will handle the shipping arrangement at no cost to you. Casper will work with a local charity or partner to pick up Mattress from home at a date and time that's convenient for you.

  • Q.6) What happens to returned or exchanged products?
  • Returned Casper mattresses or other large items are donated to local charities or recycled. Casper never sells any returned or exchanged products.

  • Q.7) When can I expect a return for my refund?
  • Casper provides a full refund for larger items like mattresses or furniture within a week of your pickup. Funds can only be returned to the original form of payment. If you've financed your order, Casper recommends continuing to make payment while Casper processes the return. Once the return has been processed, Casper will refund any costs made and cancel the remaining balance.

  • Q.8) Can I exchange a Casper mattress?
  • Suppose you decide to exchange your Casper mattress or furniture product. In that case, you can reach out to Casper's Customer Experience team by calling +1 888-498-0003 or emailing within the trial period to facilitate a return. Casper will arrange for your existing product to be picked up right from your home at a date and time that’s convenient for you — and help place a new order for your replacement product. Once the pickup of your original product has been confirmed, your account will be refunded in full for your initial purchase.

Shipping & Delivery (Questions: 7)

Warranty (Questions: 4)

  • Q.1) Does Casper offers warranty for mattresses?
  • Yes, Casper offers a 10-year limited warranty on mattresses purchased directly from Casper or Casper's authorized retailers, located in the United States (not including US territories) or Canada.

  • Q.2) What does Casper’s warranty covers in terms of defects?
  • Following defects are covered under terms of warranty:

    Visible indention or sag on the Mattress greater than one (1) inches is not a result of improper use, an improper bed, bed base, or foundation.

    Any physical flaw in the Mattress causes the foam material to split or crack, despite normal usage and proper handling.

    Any manufacturing defect in the zipper assembly of the Mattress Cover.

  • Q.3) What defects are not covered under Casper’s warranty?
  • Exclusions from the lifetime warranty include but are not limited to:

    • Normal wear and tear.
    • Any improper use of the Mattress.
    • Minor imperfections such as slight cosmetic flaws.
    • Stains, tears, burns, and discoloration occur over time and/or are caused by you.
    • Personal opinions or preferences regarding a mattress's softness, firmness, or attributes.
    • Any Mattress purchased or acquired used, resold, gifted, or not in possession of the original owner.
    • Physical damage to the Mattress caused by you.
    • Allergies or sensitivities to fabrics or materials.
    • Damage caused by animals, rodents, or children.
    • Naturally occurring aromas from foam, cotton, or other materials.
  • Q.4) What is the remedy if a defect is found?
  • In the event of a Defect, Casper will repair or replace (as applicable) and ship your Mattress or Upgrade Mattress back to you.

Payment & Financing (Questions: 6)