It is our primary goal to ensure your product arrives safely and promptly. If your order arrives damaged, or has defects, please be rest assured that Rest Therapy will do everything possible to resolve your claim quickly and efficiently. Our goal is to provide you with comfort and relaxation, not stress and distaste.
The most import thing to remember is to inspect your order for visible damages while it is being delivered.
If you see damages to the boxes or product, it MUST be noted on the delivery receipt or handheld device.
Failure to inform us of freight damages to your order within 72 hours will result in your claim being denied. If a claim is denied, any costs for repairs or a replacement will be handled on a best efforts basis. Filing a claim with the 72 hour window greatly increases the chances of a positive outcome.
Email us and let us know you want to file a claim and we will send you an email, which requires your response with the requested information.
We will request the following information:
This information will allow us to properly evaluate your claim.
The length of time it takes to resolve a claim depends on how quickly we receive the information we require, and how willing our customers are to work with us. We understand the frustration experienced when an item arrives damaged, and we will work with you to have the damaged pieces replaced, or discounted depending on the extent of the damages.
If we need to send out a replacement item, we will do so as quickly as possible as long as the item is in stock. If we are waiting for a new shipment to arrive into our warehouses we will keep you informed with regular updates as to the status of your claim and your replacement shipment.
We will review the pictures and, based on our experience, determine if the best course of action is to replace or discount any product on a case by case basis. Due to the required drop ship packaging of our products most instances of damages are very minor in nature, which can be easily taken care of with a mattress protector or discount on the product. If the damage or defect is too extensive a replacement product or refund will be issued as necessary.
Sometimes damages or defects are severe enough that a replacement is necessary. The freight company or manufacturer may require the defective or damaged piece for salvage so we request that nothing is disposed of without Rest Therapy's written permission. Please note that when replacements are sent out, the freight company may require salvage of damaged goods before your replacements have been delivered. If salvage is not required, Rest Therapy is not responsible for the disposal or donation of the damaged or defective items. In some cases, factories will require our customers to donate or destroy the defective piece prior to a replacement being sent. It is the customer’s responsibility to complete these steps when needed.
All items, unless otherwise noted, are brand new and in original packaging. This means that every new item is covered under the factory's warranty. Products very in warranty coverage from one (1) to twenty (20) years depending on the mattress. See individual listings for warranty term. All other products come with a factory one (1) year warranty, All warranty issues are subject to the factory's terms and conditions as detailed in their warranty policies; therefore, all replacements must be approved by the factory. Please note that if your warranty claim is approved, replacement items are free of charge, however it is the customer's responsibility to pay for the freight costs associated to have them sent to their home.
Email us and let us know you want to file a warranty claim and we will send you an email, which requires your response with the requested information.
We will request the following information:
Once we have this information, we will forward it to the factory for review.
Due to variations in photography, monitors, and lighting, Rest Therapy cannot guarantee that the finish of the product will be exactly as pictured. Imperfections or variations in the colour, or sheen may occur naturally in the dyeing process of fabrics. As a result, these naturally occurring characteristics are not viewed as damages or defects and therefore a claim in these instances will be denied.