Customer Help: Purple

Trial, Return & Exchange (Questions: 7)

• 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 bed in a store after lying on a few mattresses, listening to sales pitches, and getting some great deals, you ignore 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 few minutes in a store setting does not provide insight. Buying a mattress online further compounds the fact that you never got to touch or feel the mattress 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 Purple’s risk-free trial period?

Purple offers 100 calendar days from the delivery date to try the mattress because your body takes some to adjust to better support.

• Q.3) What is the minimum period you need to try Purple mattress before initiating a return?

Purple requires a minimum of 21 days before starting an exchange or return.

• Q.4) Do I need to keep any of the packaging or boxes?

You don't need to keep the any of the packaging or 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 toPurple?

If you are within your 100-night trial and are willing to return your Purple Mattress, Purple will have the mattress picked up for you at no cost.

• Q.6) When can I expect a return for my refund?

The funds are usually returned within 2-7 business days, all depending on your banking institution.

• Q.7) Can I exchange a Purple mattress?

In order to be eligible for an exchange, you must be within your 100-night trial period and have to keep it for at least 21 days. The mattress should be clean and undamaged. To initiate an exchange, you may call Customer Care at 1-888-848-2305. Once the eligibility is confirmed, a specialist shall help facilitate the exchange process.

Shipping & Delivery (Questions: 7)

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

Purple ships to the contiguous 48 United States for free. You will have to pay an extra shipping fee for shipping to Alaska, Hawaii, and Canada.

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

Purple offers mattress shipping to Canada.

• Q.3) Does Purple ships to any other country besides US and Canada?

Purple doesn't ship anywhere besides US and Canada.

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

Purple uses FedEx to deliver its product to you.

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

Purple will deliver its mattress within 4-6 days from the date of your order.

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

Purple doesn't charge any restocking fees.

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

Purple mattress currently doesn't offer a white glove delivery service.

Warranty (Questions: 5)

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

The Purple mattress comes with a 10-year warranty period.

• Q.2) Who this Mattress Warranty extends to?

The Purple mattress warranty extends only to the original purchase or Purple mattress from the Purple official website or an authorized dealer.

• Q.3) What does Purple’s warranty covers in terms of defects?

Purple mattress cover:

• The construction materials develop a visible indentation in the mattress, greater than one (1.00) inch, compared to the surrounding mattress areas after a full recovery from the load.
• If the materials of the mattress crack, split, or otherwise fail during regular use and normal handling, which is following Purple's care and use instructions for the mattress
• Q.4) What defects are not covered under Purple’s warranty?

Purple mattress cover:

• Tears, stains, odors, unsanitary conditions, folds, footprints, burns, cuts, or signs of jumping on the bed, rodents, insect damage or other infestation, damage from liquids or gels or blood or bodily fluids or other fluids, damage from weather or sun exposure.
• Q.5) What is the remedy if a defect is found?

If your mattress develops any defects, Purple will either repair or replace your original mattress. There shall be no fees or prorated charges. However, you will be responsible for the cost of shipping and handling related to repairs or replacements.

Payment & Financing (Questions: 6)

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

Purple accepts the following payment option:

• Debit card
• Credit card
• Paypal
• Amazon pay
• Q.2) Does Purple offer financing?

Yes, Purple offers financing with Affirm for as low as 0% APR.

• Q.3) How does Affirm work?

Affirm is a financing alternative to credit cards and other credit payment products. Affirm offers real-time financing for purchases online. With Affirm, you can now buy and receive your purchase and pay for it in fixed monthly installments.

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

A down payment may be required.

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

To qualify for financing, click on the Affirm link on any product pages or select Affirm Monthly Payments at checkout. After clicking the link or proceeding to Affirm at checkout.

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

Affirm has a soft credit check. So your credit won't be affected. Late or missed payments may, however, affect your credit score.