Frequently Asked Questions
Orders & Shipping
We accept all major credits cards including visa, mastercard, discover, & american express.
Standard shipping is free. Currently we do not offer white glove delivery.
Yes, we have partnered with affirm to offer a range of financing options.
Standard Delivery brings your mattress to your front door. From there, it is up to you to bring the mattress to your desired room.
Returns & Exchanges
If you’re looking to return your mattress, please contact customer service at (802) 362-8053. From there, we will arrange a return number for pickup.
Once proof of return is completed, we will place a refund on the payment method used, which takes 2 – 3 business days before you see it on your statement.
In the rare instance you receive the incorrect size or model, contact us so we can correct the mix-up immediately. If you are in need of a bed that evening, simply accept the bed and use it as your own until the exchange is made. We make an effort to recycle or donate all gently used returns.
Be sure to double check that the product will fit through all the pathways necessary to complete the delivery. If your delivery cannot fit into the room it was intended for, it will be taken back to our facility and a different size can be sent. You may be subject to additional charges for this should it occur.
Our delivery partner will contact you to schedule your delivery date. The day before delivery, our delivery partner will reach out to confirm your four-hour delivery window.
Please know that our four-hour time windows are accurately hit 95% of the time. If necessary, you have the option to cancel the delivery for another day at no cost to you.
If you are not home or are running late, please contact the delivery service so another time can be arranged for delivery. If possible, the delivery can be slightly delayed to better accommodate your schedule.
Instructions will be sent with your mattress for proper setup.
Don’t panic! If you notice your mattress is damaged during delivery, you have the option to refuse the merchandise and we will create a new order to be processed and exchanged within 5-7 business days. If the damage isn’t noticed upon delivery, please contact our customer service for further instructions.
When washing the cover, use a non-enzyme detergent. Dry on low or no heat, making sure there is ample room to tumble, this prevents any scorching or shrinking to the cover (scorches or shrinkage is not covered under the warranty). You may also hang dry.
We recommend using no higher than 400 thread count sheets. This allows the wool to breath better. All of these features help reduce sweating, tossing and turning, providing you with quality sleep.
To make the mattress feel softer, lie on the mattress and turn the dial to the “Soft” position. It may take several minutes for the mattress to become softer. To make the mattress feel firmer, you will need to get off the mattress and turn the dial to the “Firm” position.
Adjust in half number increments every few days to find your “Personalized Setting.”
Over time you may want to replace your cover or foam topper. Your Big Mattress Co.® Mattress will sleep just like new without ever having to discard the entire mattress. Please contact customer service to replace any needed parts.