Frequently Asked Questions
Ordering & Shipping Information
How do I change or cancel an order once it has been placed?
If for any reason you need to cancel or change your order please contact us immediately via email at email@example.com so we can best accommodate you. We make all attempts to ship orders as quickly as possible and the sooner you let us know, the sooner we can catch your order from shipping. If for any reason we are unable to catch your order from shipping, we advise that you reject your order upon arrival. This way, it will come right back to us.
Do you ship internationally?
We do not ship internationally at this time.
What if the product arrives and the package looks damaged?
Take pictures of the package before unpacking. After unpacking, photograph any components that appear damaged. Then please contact HiperLUX immediately at firstname.lastname@example.org
Exchanges, Returns, & Warranty
Can I exchange my mattress for a different one?
If you would like to exchange your mattress model for a different one, we would be happy to assist you in the process. Also, please be aware that there is a limit of one mattress exchange per customer.
What is the return policy for your mattresses?
Our goal is to make the process of a return as easy as possible; however, reducing returns begins with providing each consumer better information at the time the order is placed and ensuring each customer is paired with their perfect mattress.
We believe you will love your HiPerLUX mattress. We want you to be confident you are making a wise investment, so we offer a 100 Night Sleep Trial. We recommend sleeping on your HiPerLUX for at least 30 nights to allow your body to properly adjust to the support and pressure relief benefits of a HiPerLUX mattress. If (during the first 100 nights) you don’t love your new mattress, email us at email@example.com or call us at (717)-406-3242 for assistance.
We will work to address your concerns and help improve your sleep experience. If we can’t find a way to make you happy, we will take the mattress back, and refund your money, less shipping charges & Service Fee of no greater than $199. “Gift with Purchase – Free* with Purchase” items may be returned if unopened otherwise customer will be charged 60% of the regular retail price.
To be eligible for return/exchange, your mattress must be clean and undamaged. Mattresses used for commercial purposes are not eligible for 100 Night Sleep Trial. Factory Outlet, Demo, Display, Clearance, and Closeout Merchandise are Excluded from the 100 Night Sleep Trial. All sales of Factory Outlet, Demo, Display, Clearance, and Closeout Merchandise are Final.
What is the return policy for your I-adjust Adjustable Bases, Foundations?
Due to their unique handling and delivery requirements, all foundations, I-Adjust Invigorate Bases, and the I-Adjust Ultimate Lumbar Bases cannot be returned or exchanged, and are excluded from the 100 Night Sleep Trial. All sales of I-Adjust adjustable bases are final. We stand by the quality of these products and their strong warranties. The I-Adjust Invigorate and I-Adjust Ultimate Lumbar Adjustable base has a 3 years full parts and labor coverage with a 20 year limited warranty. If you experience problems with your adjustable base, call our nationwide help center at 888-236-3044. They can help, whether it’s a simple question or a warranty-related issue. You can also email questions or schedule a return phone call at firstname.lastname@example.org or call (717)-406-3242.
What is the return policy for sheets, mattress protectors, and pillows?
If you are dissatisfied in any way, we will work to address your concerns and try to find a what to make sure you are happy with your purchase.
For unopened products, we gladly provide 100% refund upon return receipt of the item at our DC after you have been issued a Return Authorization (RA) number. Given the personal nature of these products, we DO NOT accept returns of opened or used products unless the item was damaged at delivery or if there is a product defect. Each of our products carries a lengthy warranty to protect your investment. If you have specific questions or concerns, please contact us at email@example.com
Any permissible return must be authorized first. No unauthorized returns are allowed. Contact firstname.lastname@example.org to obtain a Return Authorization (RA) number before returning any product to us.
What kind of warranty do you offer?
We offer a 10-year warranty that covers workmanship, which includes all materials and construction on our end. However, we do not cover accidents, spills or other cosmetic issues not caused by our assembly and/or shipping process. Please reference our full warranty listed on our warranty page.