Customer Help: Puffy

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 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.

• Q.2) 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.

• Q.3) 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.

• Q.4) 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.

• Q.5) 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.

• Q.6) What happens to returned or exchanged products?

Puffy does not keep returned mattresses. Instead, they coordinate with customers to have the returned mattress picked up so it may be donated.

• Q.7) When can I expect a return for my refund?

You must initiate a return by the 101st night of your sleep trial, so make sure your email is postmarked before the 102nd day. You'll be refunded the amount you paid for your Puffy mattress.

• Q.8) Can I exchange a Puffy mattress?

Puffy doesn't offer any direct exchanges, but you can return your mattress and order a new bed during the trial period. You can place your new order at any time throughout the return process.

Shipping & Delivery (Questions: 7)

• Q.1) Does Puffy offer free shipping on orders and returns?

Shipping is accessible to the contiguous USA. Shipping charges will apply for orders to Hawaii or Alaska.

• Q.2) Does Puffy offers shipping to Canada?

Puffy currently doesn't offer to ship to Canada.

• Q.3) Does Puffy ships to any other country besides US?

Puffy currently doesn't ship outside the US.

• Q.4) What shipping partners Puffy currently uses?

Puffy uses FedEx to deliver its mattress to you.

• Q.5) How soon Puffy delivers products after ordering?

Puffy mattresses usually ship in 7-10 days from the date of your order. You may expect your mattress to reach your door in 2-3 weeks.

• Q.6) Does Puffy charge any fees for return shipping?

Yes, You will not incur shipping charges when returning a Puffy mattress or accessories.

• Q.7) Does Puffy offer white-glove or In-home delivery and set-up services?

Puffy currently doesn't offer a white glove delivery service, neither they give the option for mattress removal.

Warranty (Questions: 5)

• Q.1) Does Puffy offers warranty for mattresses?

All Puffy mattresses are covered with a lifetime warranty.

• Q.2) 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.

• Q.3) 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.
• Q.4) 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.
• Q.5) 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.

Payment & Financing (Questions: 6)

• Q.1) What forms of payment Puffy accepts?

Puffy accept the following payment options:

• Debit card
• Credit card
• Paypal
• Q.2) Does Puffy offer financing?

Puffy offers financing through Klarna.

• Q.3) How does Klarna work?

Puffy's mattress financing options with Klarna are paid monthly. Therefore it is simple to manage. All the buyer's information is kept safe, and you can direct debit your payments to save time.

• Q.4) Are there any restrictions on Klarna financing?

Klarna financing is only applicable for purchases across the US.

• Q.5) How do you apply for financing from Klarna?

Select Klarna at checkout. Pre-qualify in minutes, pick the mattress financing you want, and Puffy will ship to you within 2 - 5 business days.

• Q.6) Does financing from Klarna will affect my credit scores?

Klarna may perform a soft credit check only when you choose to pay with financing. This check will not impact your credit score or show up as a hard inquiry on your credit report.