Hi Elise,

I work for Novosbed. Defects are extremely rare, but do happen. When they do, we do the following:

1. Request that the customer send us photos of the defect
2. Send them a brand-new replacement mattress
3. Pick up the defective mattress at our expense

No restocking charges. No shipping fees. Total transparency.

All the best,

Sam

While i represent a manufacture, i do not speak for all manufactures, and i dont work for Novosbed, so i cant speak their their policys specificly, but i can speak in general

with that in mind...

When you bought your bed, they probably offered free shipping. the fact is, you did pay for shipping, it was built into the price, but that was it. Warranty and returns are typically at the customers expense, because as you saw, freight shipping on a mattress is not cheap. the restocking fee, was more than likely the manufacture trying to recoup his shipping costs, + they had to inspect your bed for problems so there is probably a little cost involved there as well. With a few exceptions, these are universal in the bed business unless the store or manufacture has their own trucks. some do, some dont, but they may charge you for a service call.

it all depends on what is built into the price.

best advice, look at their website before you buy. specifically look for shipping policies, return policies or store policies. in our case, we offer "free delivery" on orders over $100 online only, but any and all returns have to be shipped at the customers expense and we charge 10% restocking fee. but we do list this on our website.

If we ship a bed in error however, we do pay the return shipping. just not on regular returns or warranty claims.

Sorry they didnt make you aware of this on the front end, but again, we are talking about large items. $200 is actually on the low end of the shipping spectrum.

it would be different if we were selling DVDs or computer parts because those are relatively inexpensive to ship compared to a mattress. Freight carriers and even delivery companys charge more on the size of the box, then anything else.

hope this helps.

I am looking at reviews because I am trying to purchase one. No offense to you Anton, however, I looked at your beds and they are astronomically priced. How is it that you cannot afford to pay for return shipping? Still, your products do look nice.