Frequently Asked Questions

Orders & Shipping

What payment methods do you accept?

We accept all major credits cards including visa, mastercard, discover, & american express.

Do we offer free shipping with all orders?

Standard shipping is free for mattresses & bedding. In the case you order just a bed frame, there will be an additional shipping cost of $299.

Can I use financing?

Yes, we have partnered with affirm to offer a range of financing options.

How does standard delivery work?

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

How do I return my mattress?

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.  

When will my credit card be reimbursed?

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.

What if I receive the wrong order?

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.

Delivery Day

How to prepare for delivery day?

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.

What to expect the day before delivery?

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.

What to expect on delivery day?

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.

What if I'm not home on delivery day?

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.

How do I setup my mattress?

Instructions will be sent with your mattress for proper setup.

What happens if my mattress is damaged?

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.

Product Care

How do you clean the cover?

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.

Should my sheets be a certain thread count?

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.

How do I operate the firmness dials?

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.”

What if I need to replace parts in the mattress?

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.

Have more questions?

Our sleep specialists will be happy to help!