Customer Help: Eco Terra Beds

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 you buy a mattress in a store after lying on a few mattresses, listening to sales pitches, and getting some 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 Ecoterra’s risk-free trial period?

Eco Terra offers a 90-night sleep trial period starting from the date of delivery. If, after 90 days, you aren't completely satisfied, Eco Terra will arrange to pick up the mattress from your home and give you a full refund.

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

Eco Terra recommends you take 30 days to sleep on your new Eco Terra mattress to allow your body to adjust to sleeping on natural latex before you request a return. If, after 30 days, you feel that your Eco Terra mattress is not for you, you may return it for a full refund of your purchase price.

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

No, you don't need to keep the packaging or boxes for larger items like mattresses; once you finish setting up the mattress, you can dispose of or recycle the packaging or boxes appropriately.

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

Suppose you need assistance with returning your mattress. In that case, Eco Terra offers a concierge mattress removal service for $99. their trained carriers will remove the mattress from your bedroom and transport it to a local recycling facility, so there's nothing for you to do.

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

Eco Terra recycles the returned or exchanged mattresses at a local recycling facility.

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

Once Eco Terra receives your return after inspection, Eco Terra will issue a full refund of the purchase price back to your original payment method. Please note that any products returned soiled or smoke damage will be sent to you instead of a refund. Additionally, white glove delivery fees or other shipping upgrades are not refundable.

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

Eco Terra allows you to exchange your Eco Terra mattress within 90 days trial period.

Shipping & Delivery (Questions: 8)

• Q.1) Does Ecoterra offer free shipping on orders and returns?

Yes, Eco Terra offers free shipping on orders and returns.

• Q.2) Does Ecoterra offers shipping to Canada?

Currently, Eco Terra only ships to the continental U.S.; they do not ship to Canada.

• Q.3) Does Ecoterra ships to any other country besides US?

No, Eco Terra doesn't ship outside Continental U.S.

• Q.4) How soon Ecoterra delivers products after ordering?

Once ordered, the Eco Terra product can take between 3-7 days to reach you.

• Q.5) Does Ecoterra charge any fees for return shipping?

Eco Terra will not charge anything from you for return shipping; They will pay for round-trip shipping.

• Q.6) Does Ecoterra offer white-glove or In-home delivery and set-up services?

Yes, Eco Terra gives you the option for white glove delivery, which includes setting up your mattress at your desired place. Old mattress removal is not included.

• Q.7) How much Ecoterra charges for whiteglove or In-home delivery and set-up services?

If you want to avail the white glove service from Eco Terra, you will have to pay an additional flat fee of $299.

• Q.8) Where does Ecoterra offer white-glove or In-home delivery and set-up services?

Eco Terra's white glove delivery service is only available within the continental U.S.

Warranty (Questions: 4)

• Q.1) Does Ecoterra offers warranty for mattresses?

The warranty on your new Eco Terra mattress is for 15 years.

• Q.2) What does Ecoterra’s warranty covers in terms of defects?

Eco Terra's warranty covers any manufacturing defect in your Eco Terra mattress.

• Q.3) What defects are not covered under Ecoterra’s warranty?

This warranty does not apply to:

• Normal body impression(s) of 1 ½-inch or less
• Bed height
• Cover (fabric)
• Bent border/grid wires
• Burns, stains, or soil
• Mattress not used with a proper foundation
• Merchandise sold "as-is", "distressed" or "floor model"
• Adjustable foundations
• Claims made outside the 50 United States, Puerto Rico, or U.S. Virgin Islands
• Transportation, inspection, or removal cost of mattress
• Eco Terra product with a manufacturing defect and is stained or soiled.
• Q.4) What is the remedy if a defect is found?

Suppose your Eco Terra mattress fails due to a manufacturing defect. In that case, the exclusive remedy under this warranty will be a repair of the defective product by a production facility approved by Eco Terra within the United States or replacement of a like or similar product by Eco Terra at Eco Terra's sole discretion.

Payment & Financing (Questions: 5)

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

Eco Terra accepts the following forms of payment:

• Shop pay
• PayPal
• Google pay
• Q.2) Does Ecoterra offer financing?

Yes, Eco Terra offers 0% APR Financing with Klarna.

• Q.3) How does Klarna work?

Klarna is an alternative to credit and provides the flexibility to Buy now and pay later. Klarna lets you split your purchase's cost into four interest-free payments, spent every two weeks.

• Q.4) How do you apply for financing from Klarna?

To make your purchase through Klarna financing, select to pay later with Klarna financing at checkout and choose your preferred payment plan.

• Q.5) Does financing from Klarna will affect my credit scores?

Klarna performs a soft credit check. Without affecting your credit score, as klarna doesn't do any hard credit checks.