Claims and Warranty
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.
What do I do when my order has visible damages?
- Make sure you note all the damages on the delivery receipt.
- Open up the boxes within 72 hours of delivery and make sure the item is intact, and in new condition. If there are damages, you need to email us pictures within 72 hours of delivery showing the damages.
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.
How do I file a claim with Rest Therapy?
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.
What information is needed for a claim?
We will request the following information:
- Original order number
- Photographs of the boxes, showing the condition they were received in.
- Photographs showing the product code on the boxes.
- Photographs showing the entire item, plus close ups, that clearly show the damage or defect.
- Please include descriptions of what is damaged or defective, using part numbers or letters from the assembly instructions.
- If the boxes were visibly damaged, was this noted on the delivery receipt before receiving the order?
This information will allow us to properly evaluate your claim.
How long will it take to resolve a 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.
What will Rest Therapy do to resolve the claim?
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.
What to do with the damaged or defective items?
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.
What is a warranty claim?
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.
How do I file a warranty claim?
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.
What information is needed for a warranty claim?
We will request the following information:
- Original order number
- Photographs of the defects.
- Please include descriptions of what is defective.
- Please advise if your delivery address has changed.
Once we have this information, we will forward it to the factory for review.
Did you purchase a CPS Furniture Extended Warranty Plan and need to file a warranty claim?
The CPS Furniture Extended Warranty Plan covers any mattress; wood or hard surface furniture; and fabric, leather, and vinyl upholstery. This plan covers any accidental stains, and manufacturer flaws and defects, as well as accidental punctures, rips, burns, breakage of frames, springs, sleeper mechanisms, and internal mechanisms and hardware.
Your CPS Accidental Furniture Warranty Plan coverage begins on the date of purchase. For example, if you purchase a piece of furniture with a 5 year CPS plan, you will receive 5 total years from date of purchase. There is a 30 days claims hold to prevent DOAs or manufacturer defects, and CPS coverage will begin on day 31. Contact CPS directly if you need to file a claim after the first 30 days of purchase.
You can file a claim with CPS by signing into your account on cpscentral.com and by clicking file claim, or alternatively by giving CPS a call at 1-800-905-0443.
Find more information on the CPS Furniture Extended Warranty Protection FAQ.
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.