How will my mattress be shipped to me?

Within 1-4 weeks of your mattress purchase, a representative of RXO (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 mattress delivery must be completed within 30 days after the first scheduled delivery attempt/RXO contacts you to coordinate a delivery.

 

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.

 

What is white glove delivery?

White glove delivery is a service we offer in partnership with RXO to ensure the mattress is conveniently delivered and set up in your bedroom and all packaging is removed. RXO will transport the mattress up to three flights of stairs or use an elevator if available.

 

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 at no additional cost. Please note, old mattresses that smell or are soiled cannot be hauled away as they may contaminate new mattresses in the delivery truck. In the event the mattress cannot be hauled away, the RXO delivery team will help move it outside or to a garage. Additionally, if the mattress is heavier than 200 pounds, the RXO delivery team cannot support the haul away.

 

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 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 3,000 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 or in the Order Details in My Orders.

You will need to return any non-mattress items you purchased in accordance with the return policy described in these FAQs.

 

Can you support an address change after I place my order?

No. Once your order is placed, the shipping address cannot be changed as it is sent immediately to our fulfillment partners. For mattress orders, if the requested address change is in the same zip code, please contact our customer service team at shop@marriott.com or +1 (833)-761-0968 to see if this change can be accommodated.

 

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.