What happens if a box is badly damaged and it was left on your porch? Just call UPS or FEDEX and give them the tracking number and tell the rep that you would like to report that there was box damage. This will release you from any liability in case you discover that there were hidden damages inside.

Remember it's better to accept the product and inspect what's inside then to just base your decision on the condition of the box. We have been doing this for many years and 99% of time there is nothing wrong with the products inside.

We will never hold you liable for anything that isn't delivered 100% perfect.

If the product is damaged inside the box, just contact us and we can issue a replacement.

Return Policy for qualified products:

• If you decide to keep your purchase then the shipping is free.
• If for some reason you wish to return any returnable merchandise that is not on the Non Returnable list within the specified time, we will credit back the purchase amount, minus 15%. (Note: FastPass and Express Shipping Charges are non-refundable in the event of a return)
• Most companies will charge shipping costs and restocking fees, and never tell you the final amount until it's time to refund your money. These fees are often padded so they're actually making profit on the shipping costs! We like to keep things simple...a simple 15% Return Fee means that if you pay $100 and had to return an item, you would get $85 back. No questions asked, no hidden charges...THAT'S IT! So you know before you place any order exactly what your risk would be in the case of a return.
• We do not pick up any products in the event of a return. You will be responsible to ship all merchandise to the correct warehouse within the time-frame allowed.
  
  Additional costs may apply if these procedures are not followed.

What if I don't return everything?

Just be sure to check to see if the product is not a promotional item. You can view the product description to see if the product is a promotional item. Pillows for a penny are a promotional item. Foundations are promotional items. This means that you cannot keep the promotional item while returning back the main item. Promotional pricing is given because you purchased a qualifying item.

If you return the qualifying item then you have to return the promotional item. If you do not return the promotional items then we reserve the right to deduct the full value of the promotional item from your refund.

How do I notify you that I want to return my purchase.

• Contact WaterbedOutlet.com to receive your Return Authorization Number (RMA NUMBER)
• Once your RMA number is created, an email with detailed instructions will be sent to you.
• Basically, this number will let us know to expect your return. It will give you a list of items that is to be returned.
• Once your return is received a separate email called a credit memo will be created. This way you will know that your merchandise was received and inspected. The dollar amount on the credit memo will be the amount that will be refunded or applied to any open orders with a balance.
• Refunds are usually processed within 5 working days after we receive your returned merchandise.

You can receive this RMA number by several ways.

• By Phone - Call 1-800-247-2337, Option 2 for Customer Service, then Option 1 for RMA.
• By Email - [email protected]

The RMA number must be visible on the box - Any package that is sent to Waterbed Outlet.com without an authorized RMA number on the box will be refused.

Please be sure to purchase tracking when you send your product back. You will be responsible in the event of a lost package. For this reason we ask that you send your package back to us by UPS or FEDEX - If you elect to use the post office, you must PURCHASE delivery confirmation. Purchase enough insurance to cover the value of your return.

Placing an order with our company will be your acceptance to this return policy.

How are Warranty Issues Handled?

Warranty issues are returns caused by manufacturer defect (i.e. an initial seam leak in a waterbed mattress).

• As per the policies stated above, you will need an RMA number to authorize your return.
• If you need a warranty replacement within the product's trial period, we will waive the 15% Return Fee as well as the Return Shipping costs.
• If you are outside the trial period and need warranty replacement, your return would fall under the normal return policy guidelines and you would be charged for second shipping charges.
• Outside of the trial period, box charges and shipping costs are not covered under warranty, and are the responsibility of the consumer.

Important: Waterbed Outlet.com is not responsible for warranties held by other manufacturers. Even if you purchased a product through Waterbed Outlet.com, a specified manufacturer's warranty supersedes and nullifies all other stated policies on this website.

Order Cancellations:

Once you place an order with Waterbed Outlet.com, there is no guarantee that your order can be cancelled. You must contact our Customer Service department and receive email or fax confirmation that your order has been canceled.

Once an order has been shipped, it is the customer's responsibility to return any products according to the above Return Policy guidelines. If you refuse a shipment without our authorization, you may be responsible for a 15% Return Fee as well as the return shipping costs.

Freight Shipments:

• Larger items such as Soft Sides are shipped freight.
• Typically, the freight company will contact you to setup a delivery time when you will be there, so it is critical that you provide accurate and reliable contact information.
• Free Freight Shipping implies delivery to direct ship locations. If you live on an island or a rural point that requires special handling, our free shipping will only apply to the city that is closest to you for pickup. Any arrangements you make after that point will be at your expense.
• Freight deliveries are curbside only. Drivers will not take the package inside of your home. Freight shipments are typically large, so please have enough help to take your package into the house. Customers who ask for lift gate service or inside delivery will subsequently be charged for these services. Requesting these services from the delivery company gives My Rest authority to charge you for inside and lift gate services.