At Crafted & Springs, a larger part of our time and effort is spent focused on creating a simple and straightforward ordering process for our customers. To achieve this, we aim to be completely transparent and upfront about any policies regarding our store and products. Since all products are made to order, there are some limitations on what we can and cannot do. Please see our store policies listed below and feel free to contact us if you have any questions:
1. Order Changes and Cancellations
Need to make a change?
Crafted & Springs allows for changes/alterations up to 24 hours after the order is placed. This applies to mattresses, adjustables, pillows and mattress protectors.
- In an effort to keep lead-times as short as possible, we start assembling materials as early as one day after the order is placed.
- If it is within 24 hours of the order being placed and you need to make a change, please reply to the order confirmation email or reach out to us via the CONTACT US page.
- After 24 hours have passed since the order was placed, we are unable to make any changes.
Need to cancel an order?
Similar to the above policy, orders can be cancelled within 24 hours of the order being placed. This applies to mattresses, foundations, sheets and mattress protectors.
- If you're interested in cancelling an order and it is within 24 hours of the order being placed, please reply to the order confirmation email or reach out to us via the CONTACT US page.
- Due to the custom nature of our products, we cannot cancel or refund an order after 24 hours have passed.
3. Returns
- Due to the shipping method of our mattresses and not being able to be returned to our factory for any warranty issues we require the customer to cut a 18" x 18" square piece in the middle of the mattress quilt along with a submitting a photo after the cutting has been completed to insure the mattresses is not to be used. visit our warranty page for more information on what is covered and more about our process.
- All other products, including , protectors, pillows, and adjustables, cannot be returned or refunded.
4. Mattress Shipping Information
- All mattresses from Crafted & Springs are packaged via the "roll-packing" process. This process compresses and rolls the mattress into a carton that allows it to be shipped any physical street address in the continental USA. Feel free to read more about that process on our Shipping page HERE.
- Crafted & Springs pays a one time delivery cost for UPS Ground shipping to the address marked "shipping address" on the original order. There is no additional charge to the customer for this initial shipment.
- It is very important to monitor the tracking page provided in the shipping confirmation email. *In the event the package is not deliverable or is refused, a second delivery charge will apply and must be paid by the customer.
- If the original shipment is changed or altered by the customer, whether it's rerouted to a different address or a pick up is requested at a UPS facility, that is done at the customer's own risk. We highly recommend contacting us before altering any delivery addresses or dates. If a change or alteration is made by the customer and a redelivery of the mattress is required, that must be paid by the customer and not Crafted & Springs
- Lost, stolen, or damaged packages: Crafted & Springs, to the best of their ability, will work in conjunction with UPS to resolve any issues. In the event the package is stolen, it is the responsibility of the customer to provide video and/or photo evidence of the package being stolen, as well as a copy of a police report filing with local authorities.
- Due to current UPS policy, old mattress and boxspring removals are not available at this time.
