Puffy Mattress
Customer Help Q & A

Customer Help: Puffy

Trial, Return & Exchange

  • 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 the mattress for a few minutes in a store setting does not provide insight. Buying a mattress online further compounds that you never got to touch or feel the bed before you purchase. 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.

  • What is the duration of Puffy’s risk-free trial period?

    • Puffy offers a 101-night sleep trial for all of its mattresses. It takes time to adjust and align your body to a new mattress. The trial period will begin on the day of delivery.

  • What is the minimum period you need to try Puffy mattress before initiating a return?

    • You must put Puffy to the test for a minimum of 14 nights before Puffy can process a refund. Puffy recommends you spend at least 30 nights to allow your body to adjust and get cozy in cloud comfort completely.

  • Do I need to keep any of the packaging or boxes?

    • You don't need to keep the packaging and boxes. You can dispose of or recycle it once you finish setting up the mattress.

  • Do I need to make my own arrangements for shipping product back to Puffy?

    • Puffy will pick up the mattress from your home and take care of the process. You shall not have to make any arrangements for shipping the bed back to Puffy.

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Shipping & Delivery

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Warranty

  • Does Puffy offers warranty for mattresses?

    • All Puffy mattresses are covered with a lifetime warranty.

  • Who this Mattress Warranty extends to?

    • Puffy lifetime mattress warranty only extends to the original purchaser of the Puffy mattress from Puffy's official website or an authorized dealer.

  • What does Puffy’s warranty covers in terms of defects?

    • The Puffy lifetime warranty cover:

    • Any visible indention or sag on the Puffy Mattress greater than one and a half (1.5) inches results from the improper mattress, mattress base, or foundation use.
    • A manufacturing flaw in the cover zipper does not include zipper breakage resulting from improper or overuse of the zipper.
    • A physical flaw in the cover's construction, such as fabric tearing or stitch unraveling, does not result from improper use.
  • What defects are not covered under Puffy’s warranty?

    • The Puffy lifetime warranty doesn't cover:

    • Normal wear and tear.
    • Any improper use of the Puffy™ Mattress.
    • Minor imperfections such as slight cosmetic flaws.
    • Stains, tears, burns, and discoloration occur over time and/or are caused by you.
    • Sagging or body indentations less than 1.5-inches deep.
    • Personal opinions or preferences regarding a mattress's softness, firmness, or attributes.
    • Any Puffy Mattress purchased or acquired, used, resold, gifted, or not in possession of the original owner.
    • Any Puffy Mattress that is purchased from a non-authorized Puffy mattress distributor.
    • Any physical damage to the Puffy Mattress that you cause.
    • Allergies or sensitivities to fabrics or materials.
    • Any damage caused by animals, rodents, or children.
    • Naturally occurring aromas from foam, cotton, or other materials.
  • What is the remedy if a defect is found?

    • If any legitimate defect is found, for the entire lifespan of your Puffy Mattress, Puffy will replace your Puffy Mattress with a brand new Puffy Mattress free of charge.

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Payment & Financing

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