Avocado Mattress
Customer Help Q & A

Customer Help: Avocado Mattress

Trial, Return & Exchange (Questions: 8)

  • Q.1) Why do mattress manufacture’s offer free trial period for online purchase of mattresses?

    • Whether you purchase a mattress in a store or online, you make a long-term decision that could impact your sleep health. When buying a mattress in a store after lying on a few mattresses, listening to sales pitches, and getting great deals, you ignore how you and your partner's body will react to the mattress. Any new mattress has a break-in period (adjustment period), and your body needs time to adjust to a better feel. Lying on a mattress for a short time in a store setting does not provide insight. Buying a mattress online further compounds the fact that you never got to touch or feel the mattress before you purchase. That's why mattress manufacturers offer an extended trial period to try the mattress in a comfortable home setting without any pressure and then make the call whether to retain or return.

  • Q.2) What is the duration of Avocado’s risk-free trial period?

    • For Avocado Green Mattress, Latex Mattress, Vegan Mattress, Vegan Latex Mattress, Luxury Plush Mattress for up to a year before deciding if it's right for you. The Eco Organic Mattress and Eco Organic Kids Mattress have a 100-night sleep trial.

  • Q.3) What is the minimum period you need to try Avocado mattress before initiating a return?

    • For Avocado Green Mattress, Latex Mattress, Vegan Mattress, Vegan Latex Mattress, Luxury Plush Mattress for up to a year before deciding if it's right for you. The Eco Organic Mattress and Eco Organic Kids Mattress have a 100-night sleep trial.

  • Q.4) Do I need to keep any of the packaging or boxes?

    • There is no need to keep the box or packaging material; once you finish setting up the mattress, you can recycle the packaging and boxes.

  • Q.5) Do I need to make my own arrangements for shipping product back to Avocado?

    • You do not have to repackage your mattress and ship it back yourself. The avocado Team will reach out and help coordinate with return and full refund.

  • Q.6) What happens to returned or exchanged products?

    • Returned mattresses are never resold; about 90% of Avocado’s returned mattresses are donated to verified charities, nonprofits, and people at risk or in need.

  • Q.7) When can I expect a refund for my return?

    • After reviewing and receiving your return, you’ll receive a full refund within a few days. Funds can only be returned to the original form of payment. 

  • Q.8) Can I exchange a Avocado mattress?

    • After you've tried your mattress for at least 30 days, you are eligible for the exchange of your mattress, topper, or bedding for a different product. Still, once your deal has been made, your new mattress, topper, and/or bedding will not be eligible for Avocado’s 1-year trial (100 nights for unique toppers and bedding) and cannot be returned. This policy is to help uphold their sustainability mission and minimize the impact on the environment. Avocado is not responsible for any costs incurred from repackaging and will not reimburse customers for a replacement box or packaging services.

Shipping & Delivery (Questions: 9)

Warranty (Questions: 4)

  • Q.1) Does Avocado offer warranty for mattresses?

    • Avocado offers a 25-year limited mattress warranty for its Green, vegan, latex, vegan latex, luxury plush & organic crib mattresses.

  • Q.2) What does Avocado’s warranty cover in terms of defects?

    • Any VISIBLE indentation equal or more significant than1.5 inches that are not associated with or resulting from a faulty, improper or unsupportive foundation, box spring, or platform that is not designed or constructed so that it is capable of handling the combined weight of the foundation and its intended users. 

    Any physical drawback in the natural latex foam causes it to split or crack under everyday use and proper handling conditions.

    Any production deficit in the Mattress cover, such as the fabric tearing or stitching unraveling.

    Any cosmetic damages to the mattress not caused by normal wear and tear or that affect the mattress's performance.

    Size variations are more significant than 2 inches in any dimension after 30 days of regular usage.
  • Q.3) What defects are not covered under Avocado’s warranty?

    • Normal wear and tear or any condition resulting from misuse or abuse of the mattress or failure to keep the mattress clean and free of stains and potentially unsanitary essentials.

    An average increase in softness due to normal usage.

    tionAny comfort level description of any Mattress is solely provided as a guideline. Avocado Mattress does not guarantee the firmness or softness quality of any Mattress, nor does it warrant that a particular comfort preference will be as per your preference.

    Mold, odors, and/or discoloration caused by abnormal care including, but not limited to liquid spills, improper ventilation including, but not limited to humid climates and/or areas where the mattress is exposed to excessive water or humidity.

    Damage connected with an improper bed frame, foundation, box spring, or base as determined by Avocado Mattress.

    Imperfections that do not prevent normal use and enjoyment of the mattress by a reasonable person are not considered defects.

    Mattress Warranty does not cover conditions resulting from abusive handling, misuse, or negligence.

  • Q.4) What is the remedy if a defect is found?

    • Suppose your mattress has a defect covered under the Mattress Warranty. In that case, Avocado Mattress’ sole and exclusive liability (and your sole remedy under this Mattress Warranty) will be, at Avocado Mattress' option, to provide a replacement Mattress, subject to the fulfillment of your responsibilities as set forth herein. If the brand chooses to replace the mattress, the replacement will be of the same model and size as the original mattress purchased. In no event will a substitution model be used as a replacement except in the case of a discontinued mattress; in this event, a Mattress of like build and design, at Avocado Mattress' discretion, will be used as a replacement for the defective mattress.

Payment & Financing (Questions: 7)

  • Q.1) What forms of payment Avocado accepts?

    • Avocado accepts the following payment options:

    • Credit card
    • Debit card
    • PayPal
    • Shop
    • Amazon Pay
  • Q.2) Does Avocado offer financing?

    • Avocado offers easy financing through Affirm Financing with rates as low as 0% APR for qualifying customers.

  • Q.3) How does Affirm work?

    • Qualified shoppers can pay over 3, 6, or 12 months with rates of 0% APR. 0% APR is only for 3-month, 6-month, and 12-month terms. If you don't qualify, Affirm offers 10-30% financing. They also provide loans over 18, 24 (for $1300+), and 36 months (for $1600+) at 10-30%.

  • Q.4) Are there any restrictions on Affirm financing?

    • Currently, Affirm is not available to West Virginia residents.

  • Q.5) How do you apply for financing from Affirm?

    • Choose Affirm Financing at checkout. Enter some basic information and get a real-time credit decision. Affirm will even confirm your purchase via text message to ensure your account stays secure. Once approved, simply pick the loan as per your budget. You'll make real progress each month, and at the end of your loan, you're free and clear.

  • Q.6) Does financing from Affirm will affect my credit scores?

    • No. Affirm will perform a soft credit check. It won't affect your credit score or show up on your credit report.

  • Q.7) How does shop pay work?

    • When you select the Shop Pay option at checkout, you'll be prompted to create a Shop Pay account and add your credit or debit card to the account. After you set up your account, you will see the option to pay in installments with Shop Pay. The Affirm software will then determine whether your first payment is due at checkout or two weeks after your purchase. The next three remaining installments are automatically charged to your card saved on Shop Pay every two weeks.