Return Policy

Return Policy

You may return eligible purchases, that are not "custom orders" within 30 days of receipt for a refund of the purchase price excluding our shipping and handling costs and 25% return fee. Products must be new in and in the original box to qualify for a return authorization.  Click Here to submit a return request.

Most of our products offer free shipping, but please be aware that if you return one of these products, our actual outbound shipping costs will be deducted from your return refund. In addition, our items carry a 25% return fee, which will be deducted from your refund should you wish to make a return.

When sending an item back, you will be responsible for the return shipping costs. If you refuse an order, it will then fall under our standard return policy, where round-trip shipping and a 25% return fee will be deducted from your refund. Custom orders** can not be canceled or returned.

Mattresses not standard size (36" x 80") can not be returned. Certain products such as 42" x 48" width or 84" Length mattresses and Hospital beds, cannot be returned because they are considered custom orders**

We and our suppliers cannot take them back due to laws regarding used medical products. We understand that there can be special circumstances and we will be happy to discuss on a case by case basis.

If your item is problematic due to a manufacturer’s defect, we can either replace the defective part, have the item repaired, or if necessary, replace the entire unit.

All returned products must be in original condition and packaging. Unfortunately, we cannot take returns of products that have been used, assembled or modified.

 Policy for Packages Not Delivered on Time Due to Carrier Delays

At WoundCareMattress.com, we are committed to ensuring timely delivery of all orders. However, once a package is handed over to the shipping carrier (e.g., FedEx, UPS, USPS), delivery timelines are beyond our direct control. While we strive to partner with reliable carriers, occasional delays may occur due to unforeseen circumstances such as weather conditions, high shipment volumes, or other carrier-related issues.

To address these situations, our policy is as follows:

  1. Tracking Information:

    • Customers will be provided with a tracking number once their order has shipped.
    • It is the customer's responsibility to monitor the tracking details and report any anomalies to us for further assistance.

  2. Delayed Packages:

    • If a package is delayed beyond the carrier's estimated delivery time, customers are encouraged to contact us. We will work with the carrier to investigate and resolve the issue.
    • Please note that carrier delays are not grounds for immediate refunds or cancellations unless the carrier officially declares the package as lost.

  3. Lost Packages:

    • If the carrier declares the package lost, we will either issue a full refund or ship a replacement item at no additional cost.
    • Claims for lost packages must be made within 7 business days of the estimated delivery date.

  4. Delivery Guarantees:

    • Expedited shipping options may come with delivery guarantees. If the carrier fails to meet these guarantees, we will assist in filing a claim for reimbursement based on the carrier's policies.

  5. Customer Support:

    • Our customer support team is available to help resolve any shipping-related issues. While we cannot guarantee compensation for carrier delays, we will work diligently to find the best solution.