Breaking Down the Casper Mattress Return Policy

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If you’ve been browsing mattresses on the Internet, you’ve probably come across Casper’s memory foam mattresses. Casper is one of the most popular bed-in-a-box mattress companies on the market, and the brand’s beds are widely available at stores like Nordstrom, Macy’s and Target. Whether you’ve purchased a Casper Original, Wave Hybrid, Nova Hybrid or Element and want to return it or just want to understand the details of Casper’s return policy, this article is for you. Keep reading to learn everything you need to know about Casper’s sleep trial, return policy and exchange policy. 

100-Night Trial Period

Home trials have become a signature of bed-in-a-box mattresses, and Casper’s beds are no exception to this rule. Every Casper mattress comes with a risk-free 100-night trial, so you’ll have just over three months to test out your new mattress in the comfort of your home. The trial begins the day your bed is delivered.

If you decide to return the mattress, you’ll receive a full refund less any shipping fees, as long as the return is initiated within the trial period. Casper’s other products—such as bedding, furniture, dog beds, and pillows—also come with a sleep trial, but it’s just 30 nights long.

How Do I Return? 

Casper mattresses are sold widely in both brick-and-mortar stores and online at third-party retail websites, so keep in mind that the return procedures outlined below apply to mattresses purchased from Casper.com only. If you didn’t buy your mattress directly from Casper, reach out to the store from which you purchased your mattress to learn about the return process.

Here’s how to return a Casper mattress:

1. Initiate a Return—Contact Casper by calling +1-888-498-0003 or emailing support@casper.com.
2. Coordinate a Date/Time—Once you initiate your return, Casper will coordinate a pickup time with you through a local recycling partner.
3. Pickup—Casper will coordinate a courier to pack up and remove the product at a time that works for you, so there’s no need to attempt to get your Casper back into the box. Most Casper Sleep returned mattresses are donated to a local charity and not sent to landfills.
4. Refund—Once Casper confirms pickup, your original form of payment will be refunded in full, minus any shipping fees. Refunds should be credited to your account within two weeks.

Note: If you want to exchange your mattress for a different model or size, follow the steps above. A Casper Product Consultant will help you place a new order for your replacement mattress using the credit card information you provide.

Casper Exchange Policy

If you decide to exchange your Casper mattress, furniture or bedding, you can coordinate a return of the original product and place a new order for your replacement product.

Here’s how to exchange a Casper mattress:

1. Initiate a Return—Contact Casper by calling +1 888-498-0003 or emailing support@casper.com.
2. Coordinate a Date/Time—Once you initiate your return, Casper will coordinate a pickup time with you through a local recycling partner.
3. Pickup—Casper will coordinate a courier to pack up and remove the product at a time that works for you, so there’s no need to attempt to get your Casper back into the box.
4. Refund—Once Casper confirms pickup, your original form of payment will be refunded in full less any shipping fees. Refunds should be credited to your account within two weeks.
5. Place the New Order—Since Casper’s exchange process is technically a return with a new product order, it’s up to you when and how to place the order for the new product. You can order before your refund is issued or wait until it hits your account, and you can order directly online or through a Casper Product Consultant by calling +1 855-885-2817.

Note: Casper has brick-and-mortar showrooms, or “sleep shops,” in some cities, like Los Angeles, New York and San Francisco. We recommend visiting in person if you plan to exchange your mattress so that you can try Casper’s foam and hybrid mattresses in person before making a decision.

How Does the Return Policy Measure Up? 

Here’s a brief overview of how the Casper return and exchange policies compare to similar mattress brands’ policies in the industry.

Saatva

Saatva allows customers to return or exchange their mattresses, but the process isn’t completely free: You’ll incur a $99 fee that covers transportation and pickup. Saatva does, however, have a longer sleep trial than Casper. At 180 nights long, it gives you nearly six months to decide whether the mattress meets your needs.

Leesa

Leesa’s return policy is nearly identical to Casper’s. Leesa gives customers 100 days to return the mattress from the date of delivery. In the delivery process, the brand does include an additional step that involves speaking to a customer service representative to ensure that they can’t resolve your issues by improving the mattress’ feel, your bed frame or your foundation. You’ll also need to sleep on the Leesa for at least 30 nights before initiating a return, which can prove to be an issue for customers who make their decisions quickly.

Nectar

Nectar offers one of the longest sleep trials in the industry: a full year, or 365 nights, to make a decision. While Nectar does require a 30-night break in period, meaning you’ll need to sleep on the bed one full month before deciding to return it, returns are straightforward. After 30 nights, you can contact Nectar, answer a few questions, schedule pickup and wait for your refund. There’s no fee for returns, but white glove delivery and FedEx delivery fees aren’t refundable.

The Fine Print

Casper’s customer service team is available seven days a week, so you can start your return at any time during the trial period. We recommend having your order number on hand before contacting customer service. Keep in mind that Casper products marked as final sale cannot be returned or exchanged. If you purchased your Casper mattress from a third-party retailer, like Amazon or Target, check the store’s unique return policy. While Casper encourages customers to sleep on the mattress for at least 30 nights to allow their bodies to adjust before making a decision, a break-in period is not required.

What Are Other Customers Saying? 

The return rates for Casper mattresses seem to be fairly low. As for those who do choose to return or exchange, most seem to have a positive experience. In reviews on BBB.org and Reddit, they note that the company doesn’t give “any sort of resistance” and that the process is “easy.” As always, there are a few customers who have and write about poor experiences, with issues ranging from unsuccessful case transfers within the Casper customer service team to no receipt received from the pickup.