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    • Chat available 7 days a week. 9:00am – 8:00pm ET
      Phone available 5 days a week. 9:00am – 5:00pm ET
    • Call or Text: (888) 986-4047
    • Email is sometimes the best way to contact us if you cannot get through, our phone and email support agents are all able to look up existing orders and provide the information you are looking for.
    • Email: [email protected]

    Idle Shipping and Delivery Policy

    Idle mattresses ship directly via UPS Ground or FedEx depending on the mattress, so you should receive your mattress within 4-10 business days, depending on where in the USA you are located. These timelines are subject to change due to product and size stock and availability. Please note that mattresses and accessories ship separately and will arrive at different times.

    Latex models will have a 4-6 week expected lead time due to a more detailed manufacturing process, and they can take longer during the shipping process, as they will arrive at UPS Freight first. We will send you an email with your tracking details as soon as your order ships.

    Returns and Order Cancellation Policy

    For cancellations where you wish to keep a portion of the initial order, the value of said product will be deducted from your refunded amount (e.g. you request a refund on an Idle Hybrid mattress, originally purchased with an adjustable base - the value of the base is deducted from the refunded amount.)

    Furthermore, if you wish to keep a product that was originally in a bundle or promotion, there will be a 20% reduction in the refund to account for said product.

    Please note, once shipped accessories (e.g. sheets, pillows, and mattress protectors) are non-refundable - no exceptions will be made unless they are damaged during shipping.

    For returns due to damages:
    For all cases, pictures are to be requested to assess damages and get an explanation as to what the issue is to see if we can send different parts as in many cases we can. For instances in which replacement parts are not an applicable solution, our Customer Support team at [email protected] will work with you to resolve these issues on a case by case basis.

    ***this is only for appearance based damages. For any issues with adjustable bases operating properly, customers are encouraged to call 1-855-430-8943 to have their adjustable base serviced.

    Stolen Packages

    Idle is not responsible for stolen packages that may be taken from a porch, front steps or other areas at the customer's home or apartment.

    A refund will not be provided for packages marked as delivered by the carrier. Please reach out to the carrier directly if you believe a signed-for package has been stolen.

    Sleep Trial Returns Policy

    Idle Offers an Industry Leading 18 Month Sleep trial. We are so sure Idle’s quality and comfort stand for themselves that we want you to be able to experience Idle risk free for 18 full months. If for any reason during your 18 month trial, after 30 days, Idle is not right for you, we will manage your return at no cost to you and refund your full price paid for Idle immediately on your return being completed.

    We ask a consumer to give the mattress at least 30 days before returning if we cannot find a solution for wanting to return the mattress. This is an important request because a person’s body can take time to get used to a new mattress.

    Idle Mattress Exchanges

    We offer a 18-Month Home Trail, so you can thoroughly use your mattress to make sure it’s the one for you. We ask you to try it for a minimum of 30 nights, as it can take time for your body to get used to a new mattress. If after 30 nights you still wish to exchange it, let our team know via our LiveChat box or email at [email protected].

    We will coordinate the pick-up of your mattress, for free, so it can be donated or recycled.

    Idle offers these exchanges for free but only provides mattresses of the same model and size of the original order - you can however change the firmness if more than one option is offered on that model. This 2nd mattress will not have a trial period, however it will be covered under our comprehensive everlasting warranty.

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