Have Questions?

For the quickest help, use the below form to find answers to some frequent inquiries. 

Product Information

How do the different Tuftandneedle.com mattress options compare?

Use this compare page to see our current Tuftandneedle.com mattress options, including The Original, Mint, and Mint Hybrid. You'll find additional details on materials, feel, and all the key features that will have you snoozing comfortably soon.

What is the Kin Mattress?
The Kin by Tuft & Needle is an Amazon-exclusive product available for purchase here  and backed by T&N's 100-Night Sleep Trial and 10-year limited warranty.

The Kin mattress features the same T&N Adaptive® foam as our T&N Original Mattress, just without the graphite and cooling gel. It offers pressure relief, support, and breathability—the essentials for quality sleep made available at an unmatched price.

How is the Kin different from the Original or Mint mattresses?
The Original is the next step up from the Kin: it features T&N Adaptive® foam for that ideal balance of pressure relief and support, and cooling materials for temperature regulation. The Mint has everything that makes our original model special plus an extra layer for progressive support, reinforced edges for enhanced side support, and 30% more graphite and cooling gel materials to help hot sleepers stay comfortable throughout the night.

I'm hoping to order an Out of Stock product, what should I do?

We're sorry the item you want is currently out of stock! While our product team will look to replenish stock as soon as possible, the best way to stay informed is to select the "Notify me when available" directly on the product page. This way, if/when the product is restocked, you'll be automatically contacted. Please note, we are unable to backorder or reserve any inventory.

 

Sales & Promotions

Current Sales 

For information on current active sales, click here. 

Military, First Responder and Healthcare Discounts

For more details call (877) 842-2586, or click here for more details. 

Bundle Savings

Bundle & save by adding any mattress, Mattress Protector, and Down Alternative Pillow Set to your cart and use code MATTRESS15 to save an additional 15% at checkout.

More about Sales and Promotions

Do you price match new discounts for previous Tuftandneedle.com orders?

If you purchased directly through Tuft & Needle on our website or over the phone, and you're within your 100-Night Sleep Trial, we're happy to refund the difference between the purchase price and any currently discounted price on applicable products.

As long as the promotion is active and you're within the 100-night trial, select "I need more help" from the dropdown below to email our team directly. Include your order number and the email address associated with your order and we can take a look. You can also call our team at (877) 842-2586 for assistance.

Please note that while we do not combine discounts, we would be happy to ensure you get the best offer available. 

Do you price match competitor/partner offers?

Our competitors are often running sales that vary from ours but we plan our sales carefully and do not match competitor sales.

Our mattresses are sold by various partners like Amazon, Lowe's, Target, Crate & Barrel and Mattress Firm and while their promotions may differ, we do not price match their specific offers.

Want to be notified about any sales or promotions?

Please sign up for our email list at the bottom of our homepage. 

Can I delay my delivery?

The only way for our team to delay orders is by calling and placing your order with us at 877-842-2586. We can only delay 60 days into the future and cannot adjust the delay a second time. There is currently no option for customers to delay their orders on our site. 

Once your order has been placed, our team cannot delay your delivery. There are ways to potentially delay delivery through our shipping partners. In this case, please reach out to FedEx.

FedEx
US Customer Service Phone: 1-800-463-3339 /// FedEx Delivery Manager: https://www.fedex.com/en-us/delivery-manager.html

 

How long will it take for my order to arrive?

We know you’re excited to get your T&N goodies, so our team (and shipping partners) will be working diligently to process and deliver orders as soon as possible.

Most items will ship within 4 business days (with the exception of the baselogic Adjustable Bases). For the most accurate estimate for your specific order, visit the checkout page with all items loaded in your cart. The shipping estimates provided on our website are up-to-date and to the best of our knowledge. We expect most customers to receive their orders within the timeframes listed at checkout; however, we are unable to set or guarantee delivery dates through FedEx Ground. Our baselogic Adjustable Bases will ship via our partners at RXO.

Due to new safety protocols, our factories and shipping partners may experience delays. We will do our best to communicate major delays to customers who are impacted, but also recommend you:

• Keep an eye on your email (including the junk/spam folder) for shipping confirmation emails, which will be sent as each package is handed over to FedEx Ground.
• Hold off on getting rid of an old mattress or sleep setup until the new items are received. Fun fact: Our mattresses can stay in the shipping box for up to 4 weeks without issue, so no worries if you have limited space and need to hold off on unboxing until your old mattress is removed. Having said this, your 100-night sleep trial does start the night it's delivered so just keep that in mind. 
• Create a backup plan in case your packages are delayed. We don't want customers to be without a place to sleep or stuck in a pickle if there are unforeseen setbacks. 

 

Where and how will my order be delivered?

All Tuft & Needle products ship separately and a signature is not required for standard FedEx deliveries. You will receive a shipping confirmation email with a tracking link once an item on your order ships. Tracking information can also be located on the Order Receipt Page once a package is in transit. 

FedEx drivers will attempt to deliver packages to the front door(if they have access to it) or wherever packages are typically received at multi-dwelling units(such as mailrooms or leasing offices). 

Shipping dimensions vary by product and can be found on the size charts located below the product images on each product page, under "Dimensions, Materials & Care".

For the baselogic Adjustable Bases, delivery will generally take place within 2-4 weeks with our partners at RXO and will include setup of the base. RXO usually reaches out to schedule a delivery date within 5 business days of the order being placed.

Any other items ordered with your baselogic Base, including mattresses, will be delivered via FedEx and will not include setup.

 

Can I delay my delivery?

The only way for our team to delay orders is by calling and placing your order with us at 877-842-2586. We can only delay 60 days into the future and cannot adjust the delay a second time. There is currently no option for customers to delay their orders on our site.

Once your order has been placed, our team cannot delay your delivery. There are ways to potentially delay delivery through our shipping partners. In this case, please reach out to FedEx for FedEx delivered items. 

FedEx
US Customer Service Phone: 1-800-463-3339 /// FedEx Delivery Manager: https://www.fedex.com/en-us/delivery-manager.html

For baselogic Adjustable Bases, RXO can generally hold bases for up to two weeks at local hubs.

 

The FedEx tracking link for my Tuft & Needle order says 'pending' - what does that mean?
The “pending” status indicates a package has been delayed beyond the originally estimated delivery date.

When this happens, it often means that the FedEx station is sorting shipments at a slower rate than usual due to holidays, staff shortages, or an influx of packages.

The status on your tracking page should update to reflect a new estimated delivery date once it is available, but if the tracking remains "pending" for more than 3 business days, feel free to contact FedEx directly at 1-800-463-3339.

 

Where and how will my order be delivered?

All Tuft & Needle products ship separately and a signature is not required for standard FedEx deliveries. You will receive a shipping confirmation email with a tracking link once an item on your order ships. Tracking information can also be located on the Order Receipt Page once a package is in transit. 

FedEx drivers will attempt to deliver packages to the front door(if they have access to it) or wherever packages are typically received at multi-dwelling units(such as mailrooms or leasing offices). 

Shipping dimensions vary by product and can be found on the size charts located below the product images on each product page, under "Dimensions, Materials & Care".

For the baselogic Adjustable Bases, delivery will generally take place within 2-4 weeks with our partners at RXO and will include setup of the base. RXO usually reaches out to schedule a delivery date within 5 business days of the order being placed.

Any other items ordered with your baselogic Base, including mattresses, will be delivered via FedEx and will not include setup.

 

Can I cancel my order?

Once an order ships, we are typically unable to cancel it due to shipping times. Since our carriers work as quickly as possible to deliver items, a cancellation notice often does not have the time to process through their system before delivery.

If you'd like to cancel your order prior to delivery, please reach out and our team will investigate the case to provide a solution. In some cases, the item will be delivered and we will need to process a return and refund.

I have a shipping exception on my tracking, what does it mean?

• Shipping exceptions occur when a package is temporarily delayed while in transit. Every effort is made to deliver packages as soon as possible, but here are some examples of common delivery exceptions and what they may mean for you:
• Barcode label unreadable and replaced: The label on the package was damaged so FedEx printed a new label and replaced the old one. Your package will continue its transit and deliver like normal.
• Local Weather Delay - Delivery not attempted: Occasionally local weather (or weather along a specific delivery route) can delay delivery. By default, delivery is reattempted once the weather permits.
• Customer not available or business closed: FedEx’s standard delivery hours are Monday-Friday between 8a-8p. A signature is not required for T&N packages and drivers are encouraged to use their discretion when making these deliveries. This alert may be generated by various scenarios, but most often relates to one of the below situations.
  • A driver may not feel comfortable leaving a package unattended at a residence so they will reattempt delivery the next business day. Your tracking will update to reflect the new delivery date. If you would like to provide delivery instructions for your driver, please reach out to our Customer Experience team at 877-842-2586 or contact FedEx directly at 1-800-463-3339.
  • If your shipping address points to a business that is closed or inaccessible when delivery is attempted, the driver will re-attempt delivery the next business day. If you need to change the delivery address on your order, please reach out to our Customer Experience team at 877-842-2586.

Please note: FedEx makes 3 consecutive attempts (excluding weekends and major holidays) to deliver a package before returning it to us.

Where and how will my order be delivered?

Orders placed through retail partners will need to be monitored through those partner's direct channels. Due to different systems, we're unable to provide details on those retail partner orders. 

To ensure the quickest response, we recommend reaching out to your retailer directly for assistance.

What is the 100-Night Sleep Trial

If your mattress or any of our other products end up not being the right fit for you within the first 100 nights, we'll help you with a return and full refund.

How do I get started?

For purchases made through Tuftandneedle.com directly, please fill out this form to start your return.

Our return policy does only allow for one return per household per year, so we can only return and refund one mattress purchased within the same year.

Amazon Returns

Orders placed through Amazon will also have a 100-Night Trial but must be returned through Amazon as the original point of purchase. Please keep in mind that orders placed through Amazon for the Original Foam Pillow as well as orders from Amazon Canada will only have a 30-Night Sleep Trial.

Crate & Barrel Returns

If you ordered through Crate & Barrel, please email our team at crateandbarrel@tuftandneedle.com to start your return. 

Other Retailers

If you did not purchase through Tuftandneedle.com directly, but through any other third party not listed above, please reach out to that retailer for return information.

How do I return my mattress?

Since you indicated you purchased directly from T&N, please fill out this form to start your return. After we receive your return request, we'll share some return options with you via a scheduled pickup or donation.

If donating, please be mindful that only organizations approved directly by Tuft & Needle will be accepted. Should you donate to an organization that was not yet approved by our team, your refund will not be issued.

If we're unable to help you find a charity to donate to in your area, we'll always find an alternate way to help you return the mattress; you'll never be stuck with something you don't love!

How do I receive my refund?

After your mattress is picked up or donated, we can process your refund. It takes 5-10 business days for your refund to return to your original form of payment. If you choose to donate, you will be asked to upload a scanned or photographed copy of your donation receipt using a link we provide. We'll process your refund after receiving the donation receipt.

Hawaii & Alaska shipping, and in-home setup plus old mattress haul-away fees are non-refundable. 

Please note: If you purchased from Amazon, Lowe's, or another third party, their return process will be different. Returns on items purchased through these third-party companies will need to go directly to them by their preferred return methods. You can learn more about Amazon and Lowe's returns, see the related questions below. 

Terms & Conditions

Our return policy allows for one return per household, per year. This means we can only return and refund one mattress purchased within the same year.
 

How do I return/exchange if I purchased through Amazon?

Any T&N products purchased on Amazon will be returned directly through Amazon. To start a return within the 100-Night Sleep Trial for your mattress, call 866-423-5353 to reach Amazon's Special Handling Department. They will be best able to help with your mattress return.

Returns through Special Handling do not require you to recompress the mattress for a return shipment. If you are being advised to recompress the mattress or pay for a return shipment, request to be transferred to Amazon's Special Handling Department.

You may initiate the return of all other T&N products (excluding mattresses) through your online Amazon account.

Please keep in mind that pillow orders placed through Amazon.com will only have a 30-night Sleep Trial. All mattress and pillow orders from Amazon.ca will also only have a 30-night Sleep Trial.

If you have any questions about your Tuft & Needle Amazon purchase, please feel free to reach out to our Customer Experience team at amazon@tuftandneedle.com

How do I return/exchange if I purchased through a different authorized retailer?

For returns/exchanges, please contact the retailer you purchased from. They will walk you through a return within your Sleep Trial. Below you'll find information for some of our retail partners:

Mattress Firm Returns/Exchanges

If you purchased a T&N from Mattress Firm and would like to return, exchange, or submit a warranty claim, please contact them directly at https://www.mattressfirm.com/customer-service-form.html. You should receive a response within 2-5 business days.

If you have any problems getting in touch with their team, please email us at mattressfirm@tuftandneedle.com and we'll be happy to see if we can facilitate a response from them. 

Crate & Barrel Return/Exchange

If you'd like to return or exchange your Mint mattress purchased through Crate & Barrel, please email crateandbarrel@tuftandneedle.com and we'll be happy to assist with that process.

For returns, we'll help you donate your mattress to a local charity; we find organizations who are able to come to your home to pick up your mattress free of charge.

Once they pick up the mattress, you just take a picture of the donation receipt and email it to us. Once we see that receipt come through, we process a full refund back to the original purchasing card!

If you believe you have an issue that would fall under your 10 Year Limited Warranty, please contact us at the email above and we'll provide you with instructions on how to file a warranty claim. 

Sam's Club Returns/Exchanges

If you purchased a T&N mattress through Sam's Club and would like to return it, that will be handled directly by Sam's Club. At this time, their policy is to have the customer bring the mattress back to the store.

It's best to contact the Sam’s Club Customer Service line at 1 (888) 746-7726 first to initiate the return before contacting the store you purchased from/picked up from. 

If you're interested in an exchange, it's typically best to return and then repurchase, in which case you'll want to contact Sam's Club at the number above. 

If you experience any issues with your return, please feel free to contact us here at partnercx@tuftandneedle.com and we'll be happy to see if there's anything we can do to help!

How do I exchange my Tuft & Needle item?

If you're still within your 100-Night Sleep Trial and purchased directly through Tuft & Needle, you do have the ability to exchange for a new product.

Give us a call at 877-842-2586 so we can walk you through the process. We'll place your new order over the phone, charge the difference in cost between the two items (or refund the difference accordingly), and walk you through the steps for the return of the original product. 

Please keep in mind that an exchange will void the sleep trial for the new product. You can learn more about our 100-Night Trial here.

How does the Tuft & Needle Warranty work? 

Each Tuft & Needle mattress comes with a 10-year limited warranty. No paperwork is needed upfront in order to claim the warranty, as that's linked to the mattress directly in our system based on the order information.

This warranty covers workmanship and/or material defects including (but not limited to) stitching issues, issues with the mattress cover, and indentations greater than 3/4".

In order to start the warranty claim process and to help us verify the issue, please fill out our warranty form.

If we do identify a warranty issue, we will then begin processing your replacement under warranty. Once we send out the new replacement mattress, we'll assist you with ideas for the removal of the defective mattress.

How do I make a warranty claim?

Our mattresses are crafted to live a long life helping you wake up better, which is why we offer limited warranties on our products. For example, our mattresses have a 10-year limited warranty. This covers a number of things such as compressions deeper than 3/4", sagging, flaws in the foam causing it to split or crack, as well as cover defects, such as unraveled stitching.

If you're experiencing one of these issues, we're here to help! Use the following tips and instructions to process a warranty claim on your mattress.

First, here are some things to check.

-Check your foundation. If you're having a mattress issue, we've found that unevenness or sagging can occur when the frame or foundation you're using isn't supporting the mattress properly.

-Rotate your mattress. It's completely normal for the mattress to break in and soften with use over time. We recommend rotating the mattress at least every 6 months to ensure the mattress breaks in appropriately on both sides of the bed. Softening of the mattress from regular use over time is not covered by the warranty.

Okay, checked those things. Now what?

To request a warranty claim on a mattress, please fill out this mattress warranty form. It should take 5-10 minutes and will walk you through the process step-by-step.

For non-mattress products, claim processes can differ, so please continue to the bottom of this article for quick info on how to request a warranty claim on any non-mattress item.

 

For non-mattress products

 

For baselogic Adjustable Bases all warranty claims will go directly through our partners at ErgoMotion. If you lose a part of your frame, the frame is missing parts upon arrival, or believe you're experiencing an issue with your frame generally, please reach out to Ergomotion directly at 1-888-550-3746 or by email at info@ergomotion.com.

​​For other accessory & furniture issues - using the “More help needed” feature on this form, email us a quick description of what you're experiencing along with pictures and your current address, and we'll get back to you once we review your message. 

Additionally, we'll need a photo of the product tag(if present on the product). Typically, this is enough for us to help, but if we have any further questions, we will reach out to you!

How does the limited warranty work if I purchased through an authorized retailer?

Amazon
T&N products purchased through Amazon are covered by our limited warranty. If you believe you’re experiencing a defect in your T&N Mattress, please fill out this form.

If you believe you’re experiencing a defect in another T&N product, please email us at support@tuftandneedle.com with the following items:

- Name and email address on the Amazon order and account
- Billing address used for the Amazon order
- Amazon order number
- Screenshot of the Amazon order invoice
- Pictures of the issue
- Pictures of the tag(s) on the product
- Current shipping address

Once we have that, we’ll walk you through how to photograph the issue so we can take a closer look.

Mattress Firm

Mattress Firm is one of our retail partners who opts to handle all claims directly. You can reach out to them via phone at 877-384-2903 or start a claim at their website here.

Here are some of our most commonly asked questions! 

Is shipping free?

Yes! All of our products are available with a free standard shipping option except in Alaska and Hawaii.

How long do I need to wait before sleeping on my new Tuft & Needle mattress?

Though we do recommend letting your mattress air out and expand for 2-3 hours after unboxing for the best feel, you're welcome to sleep on it right away! Please note- tt can take up to 3 days to expand to its full dimensions.

The break-in period is usually about 2-3 weeks. During this time, the foam expands fully and becomes both softer and more supportive with use, providing the best pressure relief for your sleep. If for any reason you're uncomfortable after breaking in the mattress, please reach out! We'd be happy to troubleshoot.

How long can my mattress stay in the box?

Generally speaking, we recommend setting up the mattress within 3-4 weeks of receiving it. Unrolling it as soon as you can helps relieve the pressure that compression puts on the foam, and leaving it compressed for longer than 4 weeks could potentially damage the mattress.

If you choose to leave the mattress in the box for longer, keep in mind it may take a little longer to expand to the proper shape/size since it's been compressed for longer than usual (you can still start using it within 2-3 hours of unboxing!) Also note: The 100-Night Sleep Trial starts on the date of delivery.

If you are unable to unbox the mattress within the recommended timeframe, please reach out to our support team as soon as possible to discuss alternative shipping options, including delaying delivery.

Can I remove the mattress cover for cleaning?

The T&N Original, Legacy Original, and Legacy Mint mattress covers are not meant to be removed. A zipper is present to help our manufacturers put on the cover, and the zipper is then clipped to prevent removal.

Because the cover cannot be removed, we recommend spot-cleaning it when needed. We suggest using a small amount of mild detergent and water and gently dabbing the cover, rather than rubbing it. Make sure the cleaned area is completely dry before placing sheets and blankets back on the mattress. 

The top portion of the mattress cover on the Mint Mattress can be removed and machine washed in cold water on a gentle cycle and machine dried on low or no heat. The bottom portion of the Mint Mattress is not designed to be removed and can be spot-cleaned.

For more information about how to clean your cover, this blog post has some helpful tips and tricks for caring for your mattress.

Do I need to flip or rotate my mattress?

We recommend rotating your T&N mattress every 6 months, but there's no need to flip the mattress as the foam core has been designed to have a specific top and bottom. Always keep the zippered side down for optimal comfort.

Want to learn more? Check out our blog article When Should You Flip Your Mattress?

Does my mattress require a box spring?

No, a box spring is not required if your current setup provides enough even support. You do not need to replace your current box spring if it is still in good shape.

The mattress needs to be supported at all times, so platform frames, slatted frames, bunky boards, and even adjustable frames will support our mattress without requiring a box spring. The space between individual slats should be fewer than 5” for the right support. 
You will need to purchase a box spring or our Box Foundation if your frame does not already provide that support — e.g., if you’re using a metal frame like our Metal Base, or if the slats on your platform bed are further than 5” apart.
Learn more about the difference between a box spring and a foundation on our blog, HERE.

Can Tuft & Needle donate a product to me for a giveaway, fundraiser, or my own personal use?

Thanks so much of thinking of us for this donation opportunity!

As a part of Serta Simmons Bedding, we have a team that handles all donation requests. Please reach out to them directly at ssbcommunications@sertasimmonsbedding.com with details of your request.