Returns

We will accept a return and provide a full refund on any bedding item or standard merchandise, provided that the following criteria are met

  • The item must be unopened and unused in any way

Return Shipping Fees
You are responsible for return shipping fees, unless the reason for the return is at a result of an error made by us.

A Note on Free Shipping
If your order qualified for free shipping and you've requested a refund, we will subtract the original cost of shipping the order from your refund total. Should you choose to receive in-store credit we do not bill back this cost.



Custom & Special Orders

We do not accept returns or cancellations on any custom or special orders. The exception is any return due to a manufacturer’s defect that has been approved by the warranty process.



Customizable Mattresses

Replacement components are available for Sleeptek models. This programme is in place to allow for changes to be made to the comfort and support of your mattress at any time during ownership.

Replacement layers ordered up to 365 days from the original purchase date are available at a heavily subsidized rate. Please contact us for pricing.

Replacement layers ordered after this trial period are available at market rates.

This is not an exchange process. You will keep all components of the mattress including the original layers and any replacement layers. This program is how we're able to assure our customers that the mattress we're delivering to you is indeed brand new.



How Refunds are Processed

If your return qualifies for a refund, the credit is applied to your original purchasing debit, credit or gift card. If this is not possible a cheque will be issued. We do not refund Cash.

Refunds are credited on a best effort basis and will be processed as quickly as possible.



Deposits

Deposits are fully refundable so long as your order has not been put into production by the manufacturer. If already in production your order may be subject to cancellation fees, which vary depending on the brand of product purchased.



Return Process






Step 1: Package your return(s) in a suitable carton (preferably the same carton you received them in). Be sure to write the RA number on the outside of the carton. Take your package to your preferred shipper (Canada Post or UPS for example) and ship the item to:


The Sleep Factory Orillia

333 Forest Ave. S.

Orillia,Ontario

L3V 3Y9

Step 2: Upon receipt of your package we will inspect it carefully. Should the item(s) be returned in satisfactory condition your refund or credit (whichever is applicable) will be applied as soon as possible. You will receive an email containing the results of the return process.

Please, do not return any packages without obtaining an RA#. This is for your protection as the Return Authorization process creates a digital paper trail formally recognizing your desire to make a return.