Customer Help: Spindle

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 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 Spindle’s risk-free trial period?

Spindle offers a 365-night risk-free trial on all of their 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 Spindle mattress before initiating a return?

Spindle recommends you spend at least 30 nights to allow your body to completely adjust and get cozy in cloud comfort.

• 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 Spindle?

Spindle will arrange for shipping back the product from your home.

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

Spindle 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 refund for my return?

Once Spindle approves the refund, you'll receive the refund amount in your account.

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

Spindle accepts exchanges for any three-inch latex layer or foundation damaged in transit or if the incorrect item was shipped to you.

Shipping & Delivery (Questions: 7)

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

Spindle mattresses offer free shipping on orders and returns.

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

Yes, Spindle offers to ship to Canada.

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

Spindle doesn't ship to any other country besides US and Canada.

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

Spindle mattress gets delivered by Fedex Ground.

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

Shipping your Spindle mattress can take Two to four weeks, depending on where you are located in the US.

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

If you return your Spindle mattress, you will have to bear the cost of shipping. Once Spindle receives the returned product in its original packaging and has inspected it, they will refund the total amount.

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

Spindle mattress currently doesn't offer white glove delivery or old mattress removal service.

Warranty (Questions: 4)

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

Spindle mattresses are warranted for ten years from the date of purchase.

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

This warranty is extended only to the original consumer who purchased the mattress from an authorized Spindle dealer.

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

Spindle mattress warranty cover:

• Visible indention or sag on the Puffy™ Mattress greater than one and a half (1.5) inches is not a result of improper use, an improper bed, bed base, or foundation.
• 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 Spindle’s warranty?

Spindle mattress warranty doesn't cover:

• Normal wear and tear, body impressions, comfort preference, sheet fit, and mattress height are not covered by this limited warranty.
• Incidental or consequential damages resulting from the use of this product.
• Damage, abuse, misuse, unsanitary condition, stains, or burns to the sleep set.

Payment & Financing (Questions: 2)

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

Spindle accepts Visa, Mastercard, Discover, and American Express.

• Q.2) Does Spindle offer financing?

Spindle doesn't offer direct financing, but many customers choose to use PayPal. They offer six months of interest-free financing.