Return Policy
What items are returnable?
At Knox Foam, any regular stocking item may be returned
within 30 days of receipt for a refund or exchange. It is the customers
responsibility to pay for all shipping and handling charges to return
the item or items back to Knox Foam. All items returned are subject to a 15% restocking with the
exception of products that have a money back guarantee. The only items
that have a money back guarantee are the Body Form, Celina and Tri-Lux
memory foam mattresses. Items must be returned in new condition.
If an item is returned in any condition other than like new such as with
dirt, hair or odors, there will
be no refunds given and the item will be returned to the customer at
the customer's expense. Any custom order where the
product is made or cut specifically for a customer can not be returned
for a refund or exchange. A
return authorization number is required for all returnable items. Please contact
our Customer Service Department at 1-800-967-9523 to obtain a return authorization number.
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Do you charge a restocking fee?
If a regular stocking product is returned for any reason other than arriving damaged
or the product has a money back guarantee, it will be subject to a 15%
restocking fee plus return shipping charges.
What happens if a product is damaged during shipping
If a product arrives damaged, the best thing to do is refuse the
shipment. Give our Customer Service Department a call at
1-800-967-9523 and inform us what has happened. We will contact the shipping company and take care of
the damaged product(s). After the damaged product has been shipped back
to us, we will immediately start processing another order and get it to
you as quick as possible.
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How do I repackage the product to return it?
This can be a very big concern. Most of the products we sell
have to be compressed and wrapped very tightly in order to be small
enough to ship by most shipping companies. We have a special
method to compress the foam products and then we use stretch film to
keep it compressed. In some cases it is all most impossible to
repackage the products without having the equipment to do so.
However, with a little ingenuity it can be done. If you cannot
find any stretch film at a packaging store, you can always use Saran
Wrap or something comparable. In some cases, it may take several people
to roll the product up tightly. Start by unrolling the film out
over a clean floor. Make sure the surface used to roll the foam is clean. The foam will pick up dirt or hair. If the foam arrives at Knox Foam with dirt or hair on it, it will not be accepted. Lay the
foam on the film and begin rolling
the product up in the film until the product is covered entirely by the
film. Once this has happened, keep rolling the product and
continue to compress the product. With each complete turn, the
product will get smaller. After the package is small enough to
ship, apply packaging tape around the package in several areas for
added strength. If you are needing to return a Memory Foam Mattress, click here. Due to the the labor and time involved in
repackaging some or our products, we ask you to please be very sure of
your purchase to prevent returns.
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What if I change my mind and want to cancel
my order?
All orders are processed within 24 hours from the time they are
placed. If you need to change or cancel your order, you will need
to notify us by phone at 1-800-967-9523 within this 24 hour period to
have the best chance at catching the order before it is shipped. If your order is a custom order and we have already prepared it, you
will not be able to cancel it regardless if it has been shipped or not.
Please be sure you are ordering exactly what you need especially if it
is a custom order. If you change your mind and want to cancel your order
after it has already been shipped and it consist of regular stocking
items, you can refuse the deliver, however you will be responsible for
all shipping charges and possible restocking fees (please see shipping refusals).
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What if I want to return a Memory Foam Mattress?
If for any reason the Body Form Mattress should fall
short of your expectations before the end of 90 days or 60 days for the Celina and Tri-Lux
Mattresses from the time they are received, contact our Customer Service Department at
1-800-967-9523 to arrange a return. At that time, it is your
responsibility to have the merchandise packaged properly and ready for
shipment. Body Form Mattresses cannot not be returned if not placed in
plastic and boxed. Tri-Lux Mattresses need to be rolled and wrapped in
plactic. It will take approximately 5-7 days for the
shipping company to provided pick up. After the mattress or mattress set
is returned, you will be refunded your total purchase price less the
current shipping cost back to Knox Foam. (The customer is
responsible for return shipping charges regardless if Knox Foam. is
offering special promotions). Any item that is given away as a promotion must also be returned with the mattress.
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How do I return a product when it is ready for return shipping?
Contact our Customer Service department to obtain a return
authorization number (RA #). You may do this in one of two ways:
Call us at: 1-800-967-9523 and one of our customer
service representatives will be happy to assist you.
E-mail
our service department and a customer service representative
will answer your inquiry within 1-2 business days.
Please include a copy of your invoice with a brief note explaining
the reason for return and make sure it has the Return Authorization Number on
it.
Repack the item(s) in a shipping box or plastic wrapping (click here for details)
so the shipping company will accept it. Please include the RA# on the
address label. Remember to include the invoice with Return
Authorization Number.
You can ship the item(s) back via your preferred method, however,
items such as our Body Form Mattresses need to be shipped by our
designated shippers. We recommend insuring the package for your
protection. Knox Foam cannot be responsible for returns that are lost or
misdirected in shipping. We can only credit you for items received
back in our warehouse.
Send returns to:
Knox Foam
5336 Counsellor Lane
Knoxville, TN 37914
RA #:
Once the item is received and inspected, a credit will be issued
or a new item will be sent, as specified on your return packing
slip. Credits are processed within 2 weeks of receipt of return.
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What if I refuse deliver of my shipment?
If you refuse an item that is delivered by UPS, FedEx or USPS, and there
is nothing wrong with the package, it will be
returned to us and those refused orders will be subject to a restocking fee plus round trip shipping charges. If you refuse a
shipment that has been specially ordered to your specifications, there
will be no refund issued. If you refuse an item that is delivered by a
common carrier such as UPS Freight or R&L for any reason other than damaged
merchandise, the order will be subject to a 25% restocking fee plus shipping costs incurred by Knox Foam.
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