Puffy Return Policy Break Down

By Rachael Harris

Even the highest rated mattresses aren’t right for everyone. Make the pain of a possible return a little lighter by reading our comprehensive breakdown of Puffy’s mattress return policy. We cover their trial period, return process, exchange process, and the fine print. 

Rest assured that Puffy is committed to keeping their return process as simple and easy as possible. Their return policy and trial period applies to all of their models, including the Puffy Lux mattress and the Puffy Royal mattress.

101-Night Sleep Trial Period

Puffy Lux mattress in a bedroom setting

Puffy offers a 101 night sleep trial for their memory foam mattresses. This trial period is on par with those offered by other mattress brands. Typical trial periods are capped at 90 days, so Puffy gives you an extra 1.5 weeks to make up your mind. 

Three months is definitely enough time to test whether or not Puffy is the best mattress for you. Sleep experts recommend sleeping on a new mattress for at least 30 days to let your body adjust. Puffy suggests the same amount of time, but asks that you spend at least 14 nights on their bed before making up your mind. 

If you decide Puffy’s mattress isn’t right for you, they’ll issue you a full refund, no questions asked. That means you won’t be required to give a reason for your return or submit proof of a defect. Simply request a return, schedule your mattress pick-up, and receive your refund!

Puffy doesn’t restock any of their used mattresses. They also aim to keep their lightly used mattresses out of landfills. Instead, they work with you to identify a local charity that receives mattress donations and then schedule a time for your used mattresses to be picked up. In order to receive your refund, you need to email Puffy a photo of your pick-up receipt.

Customers who happen to be in New York City can test out Saatva’s products in person before buying. They recently opened their viewing room at 969 Third Ave, New York City, NY, 10022.

How to Return a Puffy Mattress

Here is an easy step-by-step guide for initiating a return from Puffy.

  1. Contact Puffy by calling 1-800-430-8380 or emailing their support team at support@puffy.com. Let them know that you’d like to begin the return process.
  2. Puffy’s returns department will respond via email. Make sure to have your availability accessible so you can schedule a time for free mattress pick-up
  3. Be prepared to store your used mattress for 1-2 weeks after requesting a return. It can take that long for the charity or recycling organization to pick it up, depending on your and their availability.
  4. Puffy will determine which charity or recycling center (such as Salvation Army or Load Up) can receive your used mattress. They will coordinate your mattress pick up
  5. Keep the receipt that you receive when your mattress is picked up. Take a photo of the receipt and email it to support@puffy.com

Once your pick-up receipt is received by Puffy’s support team via email, they will process your full refund within 1 business day (or 24 business hours). Depending on your bank or credit union, you will see the refund in your account within 2-4 business days.

The Exchange Process

Puffy doesn’t offer any direct exchanges, but you are able to return your mattress during the trial period and order a new mattress. You can place your new order at any time throughout the return process. Just follow the steps to return your old mattress, and your new one will ship within 2-5 business days.

The Fine Print

Puffy keeps their return policy simple, so you don’t need to worry about any fine print; however, here are a few reminders to keep in mind:

  • You must initiate return by the 101st night of your sleep trial, so make sure your email is postmarked before the 102nd day.
  • You’ll be refunded the amount you paid for your Puffy mattress. For example, if you get $300 off your mattress, your refund will reflect the amount including the discount, not the original price.
  • With any mattress purchase, hold onto your original receipt of purchase with the original date of purchase. Also, never remove the white law label on your mattresses.
  • The return policy is available to the original owner only. 

Original shipping to Alaska, Hawaii, and Canada via FedEx will not be included in the full refund.

About the Puffy Mattress

The Puffy mattress is one of Mattress Advisor’s top-rated bed-in-a-box mattresses. They are manufactured in the USA with high-quality eco-conscious materials. You’ll notice little off-gassing from their memory foam products, since they are free of toxic chemicals.

The original Puffy mattress is constructed to support all sleeping positions, including back sleepers, stomach sleepers, and side sleepers. A comfort layer of Cooling Cloud foam improves breathability, making it one of the more comfortable mattresses for memory foam shoppers. 

A total of 3 Certipur-US certified foam layers combine for top tier contouring and pressure relief. The plush top layer improves motion isolation, while the support layer reduces stress on pressure points. A dense base layer of foam minimizes motion transfer and enhances your posture, which is vital for reducing back pain.

Puffy gives you a lifetime warranty on all of their mattress models, which covers indentations greater than 1.5”, as well as manufacturing defects in the zipper and seams. Just make sure you use the proper bed frame and follow all care and cleaning instructions for your foam bed

You can read our full Puffy Mattress review.


Comments (8)

  1. Beware of the Puffy Return process. I am at 2 weeks trying to return my mattress and get a refund and have yet to be contact by anyone to pick it up?! I am really regretting purchasing a Puffy. Products are probably great from some people, for us it was too soft and slept too hot. But the customer service so far has been terrible.
  2. My Puffy mattress experience has not been good. I have had trouble getting in touch with Puffy from the beginning. I now need to return the Puffy mattress and am having trouble with the return. The form they require be filled out will not allow me to fill it out. Puffy is not for me. I have had back pain and leg pain. It was purchased on my credit card, in my name.
  3. My Puffy mattress experience has not been good. I have had trouble getting in touch with Puffy from the beginning. I now need to return the Puffy mattress and am having trouble with the return. The form they require be filled out will not allow me to fill it out. Puffy is not for me. I have had back pain and leg pain. It is the worst pain I have ever had in any bed.
  4. The people were suppose to pick up my puffy lift mattress today and they never showed up.Im beyond pissed.They called yesterday said they would pickup between 12 and 4 and never showed Our plans got cancelled because of it.Thanks a lot.
  5. I need to return my puffy mattress It is causing me back pain. Their was no paper work with my mattress.
  6. It’s been almost 2 weeks since I requested to return the puffy mattress and no word from puffy regarding pick up & refund. I can’t reach a live person & it takes 48-72 hours to get a response by email. I sent an email 5 days ago to follow up but I have not received a response. I desperately need my refund back.
  7. It’s been almost 2 weeks and no word from puffy regarding pick up. I can’t reach a live person & it takes 48-72 hours to get a response by email. My decent email I sent 5 days ago, I have received a response. I desperately need my refund back.
  8. Need to initiate a return on our Puffy Lux mattress, purchased 6/16/20 (Order # 4227460829). The mattress is too soft and causing severe back problems. It was purchased on my husband’s card in his name (George Tobey). I will be taking care of the return. Thank you for your assistance.

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