Answers for Those Who Seek Them
Orders
What if I need to modify my order?
If you would like to add items to an order you already placed, please place a new order. We do not store your credit card information and cannot process changes once an order is made. If you would like to remove items from an existing order, please return any unwanted items once you receive your order.
How do I cancel my order?
Contact us at hello@ostermoor.com as soon as possible and we will do our best to process a cancellation if the order has not yet been fulfilled. If the order is already being fulfilled, you can initiate a return once you receive your order. Order cancelations are not guaranteed. Ostermoor reserves the right to deny order cancellation requests to customers that exhibit excessive cancellation activity.
Shipping
How much is shipping?
All Ostermoor mattresses ship free to your doorstep.
How do you ship your products?
All Ostermoor mattresses arrive in a neatly air sealed box. We recommend a helping hand for ease of unboxing. Once removed from the packaging, our mattresses will quickly recover and can be used immediately, but may take up to 48 hours to expand fully. Packages are shipped using UPS’s Standard Shipping service, which usually arrive 3-8 days after the order is placed.
Where do you ship?
We currently ship within the contiguous United States. Curious about when you can get an Ostermoor product if you live elsewhere? Sign up for our newsletter to be notified when we expand our shipping offerings.
Returns
What is your return policy for mattresses?
We know sleep is personal and understand that it can take some time to adjust to a new mattress. Every mattress has a 100-night trial from when your items are delivered. Within this timeframe, if you’re not completely satisfied with your Ostermoor mattress, reach out to us at hello@ostermoor.com, and we will do our best to find a solution based on your sleep preferences. Otherwise if you’d rather move on, returns are free and easy. We’ll send a courier to remove your mattress and do our best to donate your mattress to a charity or recycle it and you will be fully refunded.
What is your return policy for non-mattress items?
All other products other than mattresses qualify for a 30-night trial from when your items are delivered. Within this timeframe, if you’re not completely satisfied with your Ostermoor product, reach out to us at hello@ostermoor.com, and you will be fully refunded.
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