General Shipping
At Sheepstone Mattress Toppers, all shipments within the contiguous USA are FREE SHIPPING. Generally, orders placed with us will leave our warehouse within 1-2 weeks and arrive within 5-7 days after that. Occasionally, due to unforeseen circumstances, an order will take longer to ship. If this happens we will be sure to contact you and let you know when your item will ship. Although your item may ship out immediately it may take longer than that to receive your tracking number. Tracking numbers will be sent you via email as soon as that information becomes available to us. Generally we will ship all orders to the contiguous USA via UPS Ground Delivery; this is usually the quickest and most cost-effective method. We reserve the right to use any carrier.
Shipments To Alaska, Hawaii, and US Territories
We are happy to ship to these areas but unfortunately additional shipping will be charged. To see the cost to ship to one of these areas, add a product to your cart and go through the checkout process. Costs are determined by your exact location. All shipments to one of these areas should arrive within 5-7 business days after leaving the warehouse. In most cases, your order will leave our warehouse within 1-2 weeks. Shipments to Alaska, Hawaii, Puerto Rico and Guam are typically sent via the United States Postal Service; this is usually the best method for delivering orders outside the UPS Ground Delivery zones.We reserve the right to use any carrier.
International Shipping
Unfortunately, we do not offer international shipping at this time.
Damages & Exchanges
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of. If we make a mistake on your order, we will be responsible for the shipping and replacement costs. For all other orders, you are responsible for any restocking fees and shipping charges, unless otherwise noted. Most of our products are backed by a manufacturer's warranty. If your item has a defect, please contact the manufacturer as instructed in the paperwork that came with the product. If you need help contacting the manufacturer, feel free to contact us. If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.
Like a new car, foam has a "new foam" fragrance. This fragrance can take from six to nine weeks to dissipate. Various types of foams have different fragrances and their intensity varies also.
100% Cotton Quilted mattress pads, MattressGuard mattress protectors
100% Cotton Quilted mattress pads and MattressGuard mattress protectors may not be returned for any reason.
Organic Wool Mattress Toppers, Puddle Pads and Mattress Pads
Due to their intimate and personal nature, these items are not returnable once they have been used. If you haven't used a mattress pad, you may return it for a refund less 15% restocking fee. Mattress pads and toppers must be free from the following conditions: odor/perfume, hair, or dirt. They must be returned in their original undamaged packaging. We reserve the right to reject any return we feel fails to meet these conditions in any way. At your request and expense we can return the used item back to you.
Bed Pillows
Due to their intimate and personal nature, bed pillows are not returnable once they have been used. Bed pillows include all latex pillows, all memory foam bed and travel pillows, 25/75 down bed pillows, and 20" x 26" polyester bed pillows. If you haven't used a pillow, you may return it for a refund less 15% restocking fee. Pillows must be free from the following conditions: odor/perfume, hair, or dirt. Pillows must be returned in their original undamaged packaging. We reserve the right to reject any return we feel fails to meet these conditions in any way. At your request and expense we can return the used pillows back to you.
Shipping Charges
You are responsible for all shipping charges both ways. If a free-shipping order is returned, you are responsible for shipping both ways. In other words, the free shipping is lost and you will have to pay both the original and the return shipping costs. This would also apply to any partially discounted shipping charges.
If we make a mistake on your order, we will be responsible for the shipping and replacement costs "not to exceed the outbound charges you originally paid" (for lower 48 states only). For all other orders, you are responsible for any restocking fees and shipping charges, unless otherwise noted.
Returns
If your product is eligible for a refund you should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item.
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
1. You decided to cancel your order
If the order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below.
2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed
If the item isn't working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)
3. You received an item that appears to have been damaged during shipping
If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
4. You've received the product but you've decided you want to return it
If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
1) The item must be unused, and still in the original packaging.
2) Hairs, dirt, odors, or stains on any item are not acceptable returns.
3) You must contact us to notify us that you'd like to return the item within 30 calendar days of receiving the item.
4) You MUST contact us to get an RA Number and return instructions PRIOR to returning the item.
If you return an item without all four of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all four of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):
1) You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit, OR
2) You can get a cash refund for the amount you originally paid LESS a 15% restocking fee and our actual cost for shipping and handling.
In either case, you are responsible for return shipping charges to return the product to us.
5. You refuse the delivery of your order, and it comes back to us
If you refuse an item and it comes back to us, you will be issued a refund LESS a 15% restocking fee and our actual cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.
