Customer Service
CONTACT US
If you have any questions or comments regarding our policies, sales or products, please Contact Us.
POLICIES
PRICE MATCH: If you find a product identical to one offered by Foam Factory at a price lower than ours, we will match that price and beat it by an additional 10 percent!
To qualify for the Foam Factory Price Match, the pre-tax gross cost of the lower-priced item must be less than the pre-tax gross cost of the corresponding Foam Factory product. Gross cost is the sum of the individual product's price and its shipping cost. Price matching is done on a product-to-product basis, not for an entire order that includes multiple products.
For price matching, Foam Factory will use $12.99 Flat Rate FedEx Ground Shipping for items under $100.00, and Free FedEx Ground Shipping for items over $100.00.
If a competitor's good is listed for $5.00 with $30.00 shipping, and Foam Factory offers the same item at $15.00 with $12.99 shipping, the gross cost of the competitor’s product ($35.00) is greater than the gross cost of the Foam Factory product ($27.99). Foam Factory will not match the product price because the item's true cost is hidden in the elevated shipping charge, causing a greater gross cost than Foam Factory, despite the lower product price. Buying from Foam Factory would still be saving you money.
If a competing product is listed for $11.00 with $15.00 shipping and Foam Factory offers the same product at $15.00 with $12.99 shipping, the gross cost of the competing product ($26.00) is less than Foam Factory's product ($27.99). Foam Factory WILL match the competitor's gross cost in this situation and beat it by 10 percent as well, for a pre-tax cost of $23.40!
NOTE: Foam Factory only offers Meet and Beat pricing against other companies. Foam Factory will match the price of products found on other sites they own, but the individual shipping policy of that site must also be used in conjunction with the product's listed cost. A 10 percent discount on a price match is not offered for other sites owned by Foam Factory. Custom covers are exempt from price matching.
PRIVACY POLICY: Our Privacy Policy is designed to assist you, as businesses, consumers, and the general public, in understanding how we collect and use the personal information you provide to us, and to help you make informed decisions when using our web site and all of our related services. To view our entire policy, please visit the Privacy Notice page.
TERMS: To ensure accuracy, all orders are taken by fax, mail, or through our secure online shopping cart system. All orders will be processed once payment has been received.
PAYMENT METHODS: Foam Factory, Inc. accepts the following forms of payment for amounts under $1000.00: VISA, MasterCard, Discover Card, American Express, and PayPal. A signature will be required for transactions that exceed $750.00.
We do not accept payments via credit cards issued outside the U.S. because our fraud department will be unable to verify the billing information.
For all amounts (including those over $1000.00), payment can be arranged via check, wire transfer, or money order. Orders placed using one of these payment methods will not ship until the payment clears. Please Contact Us before placing your order if you wish to arrange payment by one of these methods.
Sorry, no cash on delivery (COD).
CHECKS: You will be assessed a $25.00 charge for any checks returned by your bank because of insufficient funds or account closures.
MINIMUM ORDER: There is no minimum order in terms of price or quantity. However, all orders under $100.00 will be charged a flat shipping rate of $12.99. These shipping terms only apply to customers within the contiguous U.S., excluding Hawaii, Alaska, Puerto Rico, and other international destinations. For international customers, and those outside the contiguous U.S., Contact Us for shipping options.
SHIPMENTS: Typical processing time for standard, in-stock, non-mattress orders is 3 to 5 business days. Typical processing time for mattresses, non-stocked, or custom orders is 5 to 10 business days. All orders are shipped via FedEx Ground unless specified otherwise, and will take an additional 5 to 6 business days depending on your location. A tracking number will be emailed to you once it becomes available. Foam Factory ships to any location across the globe, so for rates outside of the contiguous United States ("the lower 48"), Contact Us for shipping options.
RETURNED MERCHANDISE: Merchandise may not be returned after 21 calendar days AND without our prior authorization. If a return is authorized without Foam Factory being at fault, the product is subject to a 25 percent restocking fee, and the customer is responsible for the actual shipping costs, both to and from Foam Factory. For a return to be authorized, the product being returned must be in factory condition. Custom-cut products are non-returnable. All returned merchandise will be inspected before any credit and/or refund is issued.
ERRORS AND SHORTAGES: If you have received incorrect products in error, please contact us to return the order to Foam Factory so we may correct the mistake. Foam Factory will cover all ground shipping and handling charges. With all orders being unique, and many being customized, please contact us before making your return. It may only be necessary to return a single component rather than the whole order, saving you the hassle of repackaging the entire order, and allowing you to utilize the correct parts of the shipment while the situation is being rectified. The incorrect product must be placed in the mail before Foam Factory will issue an order correction. Products must be returned in factory condition.
Claims for incorrect product quantities must be reported 14 days from the shipping date. Foam Factory will correct the mistake by covering shipping for additional products to meet the amount stated in the original order. (Example: If 20 items are ordered, and 15 are received, Foam Factory will cover shipping for the 5 items not included in the initial shipment.)
MISTAKE IN SIZE: Please refer to our dimensional tolerance chart listed below. If any product you order with specific dimensions is outside of the range specified, you may return the product, in factory condition, for a refund or exchange, and Foam Factory will cover all ground shipping and handling charges. Note that each tolerance is respective to an individual dimension of the product, not a total sum of all dimensions. Please contact us before making your return; it may only be necessary to return a single component rather than the whole order, saving you the hassle of repackaging the entire order, and allowing you to utilize the correct parts of the shipment while the situation is being rectified. The incorrect product must be placed in the mail before Foam Factory will issue an order correction.
NOTE: If an order correction is issued, Foam Factory will use standard FedEx Ground shipping.
| Dimensional Tolerances | ||||
| Polyurethane Foam | ||||
| Item | Length | Width | Thickness | Weight |
| Standard Polyurethane Foam Sheets | ± 2" | ± 2" | ± 1/4" | x |
| Mattresses | ||||
| Item | Length | Width | Thickness | Weight |
| Standard Mattresses | ± 1-1/2" | ± 1-1/2" | ± 1/2" | x |
| Standard Mattress Toppers | ± 1-1/2" | ± 1-1/2" | ± 1/2" | x |
| Standard/Custom-Cut Mattress Covers | ± 1-1/2" | ± 1-1/2" | ± 1/2" | x |
| Packaging Foam | ||||
| Item | Length | Width | Thickness | Weight |
| Standard Packaging Foam Sheets | ± 2" | ± 2" | ± 1/4" | x |
| Acoustical Foam | ||||
| Item | Length | Width | Thickness | Weight |
| All Acoustical Foam items | ± 1" | ± 1" | ± 1/2" | x |
| Specialty Foam | ||||
| Item | Length | Width | Thickness | Weight |
| Standard Specialty Foam Sheets | ± 2" | ± 2" | ± 1/4" | x |
| Accessories | ||||
| Item | Length | Width | Thickness | Weight |
| Shredded Memory Foam Bag (15LB) | x | x | x | 9LB-25LB |
| Shredded Conventional Foam Bag (8LB) | x | x | x | 5LB-12LB |
| Shredded Conventional Foam Bag (30LB) | x | x | x | 22LB-38LB |
| Foam Back Bolsters | ± 1" | ± 1" | ± 1" | x |
| Foam Round Bolsters | ± 2" | ± 1" | ± 1" | x |
| Remay/Fiberfill | 3" Over | 3" Over | ± 1/4" | x |
IMMEDIATE DEFECTS: If your order is correct and within the acceptable size tolerance range, but contains an immediate factory defect, it must be returned as originally received, and be in Foam Factory’s possession within 21 calendar days of the product’s ship or pickup date to make a return or exchange. The customer is responsible for the actual shipping costs, both to and from Foam Factory.
FOAM SCENT: Occasionally, brand-new foam products will carry a "factory-fresh" scent; a result of the close proximity with which bulk foam materials are stored and shipped before arriving at our facility. This is typically only present in new foam materials that have recently been manufactured into the product you ordered. In a sense, a foam scent when you first receive your order is a confirmation that you've received a brand-new, top-quality foam product, made to your specifications.
That factory-fresh scent dissipates in products over time, when given the opportunity to air out. Most people find the scent disappears somewhere within a two-week period, sometimes only after a day or two, while others never notice a scent at all. It is important to note that a foam product with a factory-fresh scent is not defective, damaged, or of inferior quality in any way. For this reason, a foam scent is not grounds for or eligible for an authorized exchange. As a factory-fresh scent is a result of normal manufacturing processes and not a defect or flaw, a standard product may be returned without Foam Factory being at fault as an authorized return. The product is subject to a 25 percent restocking fee, and the customer is responsible for the actual shipping costs, both to and from Foam Factory. For a return to be authorized, the product being returned must be in factory condition. Custom-cut products are not returnable or exchangeable.
LOST PACKAGES: Very rarely, shipments through FedEx will become separated. If this is the case, Contact Us and we will give you the status of your remaining package(s). In most cases, you will receive the remaining package(s) the following business day.
SALES TAX: Applicable sales tax will be applied to participating US states. The sales tax collected will be at the current rate of the state the order is being shipped to, and paid to the taxation authority in that state.
If your organization has been approved for tax exempt status in a state, please Contact Us to request a tax exemption form to be filled out and returned to us. These forms are required to be awarded a tax exemption on orders from our company. No other documentation is required. Once your tax exemption has been processed, orders placed through your customer account on this website will not be charged sales tax.
Exclusively for Memory Foam Mattresses and Toppers:
Return Guarantee: The Return Guarantee for delivered orders starts from the product's shipping date, or invoice date for in-store pickups. Products must be returned in factory condition, and any changes to the factory condition of the product will void the Guarantee. This includes, but is not limited to: custom size, custom shape, custom configuration that is not standard to the website or book, trimming, tears, punctures, stains, and odors. If a product is shipped to a customer, and the return is shipped back to Foam Factory, the customer is responsible for the actual shipping costs, both to and from Foam Factory. If a product is shipped to a customer, and the return is made in-store at Foam Factory's facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to Foam Factory, the customer is responsible for the cost of shipping to Foam Factory. If the product is purchased in-store, and the return is made in-store at Foam Factory's facility, the product is subject to a 25 percent restocking fee. Refer to the specific product page for length of Guarantee.
Warranty: The Warranty exclusively covers an increase in body impressions of 1-1/2 inches or greater, starting from the product's shipping date, or invoice date for in-store pickups. After inspection and Foam Factory's acknowledgement of product failure, defective products may be returned for replacement or repair. If a product is shipped to a customer, and the return is shipped back to Foam Factory, the customer is responsible for the actual shipping costs, both to and from Foam Factory. If a product is shipped to a customer, and the return is made in-store at Foam Factory's facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to Foam Factory, the customer is responsible for the cost of shipping to Foam Factory. Foam Factory reserves the right to replace or repair the product with similar materials of equal or greater value that may not be an exact match to the original. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting. The Warranty does not cover products that are custom sized, custom shaped, or custom configured in a way that is not standard to the website or book. The Warranty will be void if the product is found to have been physically abused, damaged, soiled, infested, resized, or reshaped in any way. Warranty claims must be made by the product's original purchaser. Refer to the specific product page for length of Warranty.
Warranty Impression Evaluation: Foam Factory's Memory Foam Mattress/Topper Warranty covers an increase in body impressions of 1-1/2 inches or greater, respective to the duration of the product's individual warranty length. Due to the nature of foam products, we must allow them to expand to full size before inspection for possible body impressions.
If a mattress or topper is returned to our facility, we will place it on a flat surface for 24 hours, and then evaluate the presence or absence of a body impression 1-1/2 inches or greater.
Please contact us with any questions regarding the evaluation of body impression Warranty claims. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting.
Exclusively for Latex Mattresses and Toppers
Return Guarantee: The Return Guarantee for delivered orders starts from the product's shipping date, or invoice date for in-store pickups. Products must be returned in factory condition, and any changes to the factory condition of the product will void the Guarantee. This includes, but is not limited to: custom size, custom shape, custom configuration that is not standard to the website or book, trimming, tears, punctures, stains, and odors. If a product is shipped to a customer, and the return is shipped back to Foam Factory, the customer is responsible for the actual shipping costs, both to and from Foam Factory. If a product is shipped to a customer, and the return is made in-store at Foam Factory's facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to Foam Factory, the customer is responsible for the cost of shipping to Foam Factory. If the product is purchased in-store, and the return is made in-store at Foam Factory's facility, the product is subject to a 25 percent restocking fee. Please note that due to the manufacturing process, minor imperfections are normal and do not affect overall performance of the latex foam. Latex's pin-core perforations may fully extend through the product, or they may not. This is a normal result of the manufacturing process, and neither variation is to be considered a flaw or defective. Refer to the specific product page for length of Guarantee.
Warranty: The Warranty exclusively covers an increase in body impressions of 1-1/2 inches or greater, starting from the product's shipping date, or invoice date for in-store pickups. After inspection and Foam Factory's acknowledgement of product failure, defective products may be returned for replacement or repair. If a product is shipped to a customer, and the return is shipped back to Foam Factory, the customer is responsible for the actual shipping costs, both to and from Foam Factory. If a product is shipped to a customer, and the return is made in-store at Foam Factory's facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to Foam Factory, the customer is responsible for the cost of shipping to Foam Factory. Foam Factory reserves the right to replace or repair the product with similar materials of equal or greater value that may not be an exact match to the original. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting. The Warranty does not cover products that are custom sized, custom shaped, or custom configured in a way that is not standard to the website or book. The Warranty will be void if the product is found to have been physically abused, damaged, soiled, infested, resized, or reshaped in any way. Warranty claims must be made by the product's original purchaser. Please note that due to the manufacturing process, minor imperfections are normal and do not affect overall performance of the latex foam. Latex's pin-core perforations may fully extend through the product, or they may not. This is a normal result of the manufacturing process, and neither variation is to be considered a flaw or defective. Refer to the specific product page for length of Warranty.
Warranty Impression Evaluation: Foam Factory's Latex Mattress/Topper Warranty covers an increase in body impressions of 1-1/2 inches or greater, respective to the duration of the product's individual warranty length. Due to the nature of foam products, we must allow them to expand to full size before inspection for possible body impressions.
If a mattress or topper is returned to our facility, we will place it on a flat surface for 24 hours, and then evaluate the presence or absence of a body impression 1-1/2 inches or greater.
Please contact us with any questions regarding the evaluation of body impression Warranty claims. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting.
MAKING A RETURN
IMPORTANT: All products must be accompanied by a receipt in order to make warranty claims or returns. Your receipt is the packing slip that comes with your shipment. Approved returns or exchanges must arrive at Foam Factory's facility within 21 calendar days of the shipping or pickup date, or the time frame specified by the particular guarantee or warranty of the product.
To make a return:
- Please Contact Us with your name, invoice number, date of invoice, and reason for return. Our customer service team will correspond with you to determine if your return is approved.
- Once approved, package the product(s) and ship them to our facility.
- Once your return has arrived at our facility, please allow 10 to 15 business days for your return to be processed.
Customer is responsible for shipping to and from Foam Factory in the following case:
Returning defective foam before its warranty ends. Please note that some items may cost more than $100.00 to return.
Foam Factory does not offer expedited shipping, at our cost, for any reason.
NOTE: Foam Factory is not responsible for lost or misdirected returns. For your protection, please insure all returns.
TERMS / DISCLAIMER
IMPORTANT: Upon receipt of your package(s), it is vital to open them as soon as possible. Contents are tightly packaged for shipping purposes, and may experience deformation or damage if left unopened for more than 14 days.
Price, Shipping, & Availability changes: Prices, shipping, and availability are subject to change without prior notice. We reserve the right to make changes to our site, services, and/or products without notice. This may be due to market conditions, discontinuation of products, typographical, photographic, or technical errors on our website. If you have ordered a product that is subject to a price or shipping increase, we will hold your order and inform you of the increase before it ships.Address Match: With regards to credit card orders, please be sure your bill to and ship to address matches what is on file with your credit card company. Invalid address information may delay your order.
Delayed/Late Shipments: Customer takes on full liability for safety and validity of delivery address given to us at the time of purchase. Foam Factory will not pay any forwarding costs on shipments.
Product Suggestions: Any suggestions made by Foam Factory and its employees regarding product suitability should be taken as such - a suggestion. Foam Factory and its employees will make a full effort to suggest the most appropriate product or products for a described application, but these suggestions should not be considered a guarantee of complete performance in a given application. Suggestions must be taken with the understanding that every space and application contains a unique set of variables that may impact the end-performance of products.
Typographic, Photographic & Technical Errors: Although we try our best to make our website 100 percent accurate, on occasion errors and inaccuracies occur. If you encounter an error or inaccuracy, please Contact Us about the mistake so that it can be corrected.
Warranty Disclaimer and Limitation of Liability: Foam Factory, Inc. will not have any liability to anyone for incidental or consequential damages or any other liability, loss or damage arising out of or related to our products, even if Foam Factory or an authorized representative of Foam Factory has been advised of the possibility of such damages. Unless otherwise specified, all products are sold as is, and no warranty will be made concerning the performance of our products. Foam Factory does not warrant that this website or the server that makes this website available is free of viruses or other harmful components. This disclaimer by Foam Factory does not in any way affect the terms of a manufacturer's warranty should there be one. In no event shall Foam Factory, Inc.'s total liability to you for any and all damages, losses and causes of action (whether in contract, tort [including, but not limited to, negligence] or otherwise) exceed the amount paid by you, if any, to Foam Factory for the specific merchandise at issue.