How will my mattress be shipped to me?

Within 1-4 weeks of purchase, a RXO representative (our delivery partner) will reach out to coordinate white glove delivery. At that point, you will coordinate a date that is available for delivery. Please note that you will have up to 30 days from the first attempt to schedule a delivery to when the mattress delivery needs to be completed. Mattress orders are non-refundable, in the event the mattress is damaged or there is a quality concern, you may contact our Customer Service team at +1 (833)-761-0968 or shop@marriott.com to submit a warranty claim.

 

Does mattress delivery include haul-away service?

Yes, as part of our white glove delivery service for mattresses, our delivery team can haul away your old mattress away at no additional cost.

 

What is your return policy?

We accept returns within 30 days of receipt of your order. Only items that are unopened, unused, and not washed may be returned. Mattresses are made to order and may not be returned. To initiate a return, visit our website on or after July 2, 2025, and navigate here to access our returns portal.

 

Do you offer exchanges?

At this time, we do not process exchanges. If you need to exchange for a different item, please return the original item and place a new order.

 

Do you offer gift returns?

We do not process gift returns. Please contact the individual who gifted you the product to initiate the return.

 

Are returns free?

A return fee of $15 per return label may be deducted from your refund amount to cover return shipping (or 3000 points for returning an item purchased with points).

 

When can I expect my refund?

Refunds are processed after the returned package is received and inspected at our warehouse, which may take 4-7 days. Payment will be issued to your original payment method (credit card or points).

 

Can I cancel an order after I place it?

Since we work hard to get you your products as quickly as possible, we immediately process and ship orders of all items (excluding mattresses). This means that once you place your order, we cannot cancel. If your order contains a mattress, you may cancel the order (in part or in full) by calling Customer Support within 48 hours. ou will need to return the purchased non-mattress items in accordance with the return policy described in these FAQs.

 

Can I track an order I placed?

You can track your order using the link within the Marriott Bonvoy Boutiques website footer, “Track Your Order.”

 

I ordered a product that was lost or stolen upon delivery. What do I do?

Call Customer Support at +1 (833)-761-0968.

 

Do all items in an order ship together?

Items may ship separately, depending on the supplier that is fulfilling the order. If your order is split into multiple shipments, your credit card may be charged separately for each shipment. The total charge to your credit card will add up to the total you were quoted when placing the order.

What taxes and duties do I have to pay?

Taxes and fees are included in your order depending on your location and the products you purchase.

 

Is anything final sale?

Yes, all mattresses are made to order and are final sale. You may not return mattresses. Any non-mattress items that are marked “final sale” in the product listing cannot be canceled, returned, or refunded.