Please email us at service@greenfeet.com or call us at 1-888-562-8873 before returning or exchanging a product so that we may issue you what's called a RMA (Return Merchandise Authorization). This insures that your return is processed accurately and that your refund or exchanged item is processed quickly. All items must be returned in saleable condition and in the original packaging for a full refund. We recommend that if you choose to ship your items back via US Post Office that you opt for delivery confirmation. That way you can be sure that your package arrived as scheduled. Please note that return shipping for exchanges or replacements of Ecospheres is the responsibility of the customer. If the item was damaged upon arrival or is dead, please contact us immediately at 1-888-562-8873 so that we can speak to the mfg about picking up the cost of replacement. This must be done within 24 hours of receipt of your ecosphere. Mattresses are covered by Vivetique/Crown City's 30 day comfort exchange policy. If you are not happy with your mattress, you can exchange it for another - you simply pay any difference and you cover shipping of the old mattress back and the new mattress to you. It's that easy!