- We custom cut foam and make custom mattresses.
- All sizes are cut from a large block of foam to your size and specifications.
- Once the pieces are cut to size or the mattresses are made with several layers to a specific combination or custom size they cannot be returned.
- However, because we deal directly with the manufacturer, we can modify your mattress or foam order to better suit your needs.
- We can do this by using the existing pieces and possibly adding more to give you a different compression or size.
- Prior to production, based on when an order was specified for delivery, cancellation in writing is possible in some cases.
- Please contact us as soon as possible by email to [email protected].
- Any returns approved by FOAM TORONTO® must be returned in factory condition, and any changes to the factory condition of the product will void the Return.
- This includes, but is not limited to: reshaping, trimming, tears, cracks, punctures, stains, and odors. If a product is shipped to a customer, and the return is shipped back to FOAM TORONTO®, the customer is responsible for actual shipping costs, both to and from FOAM TORONTO®.
- If a product is shipped to a customer, and the return is made in-store at the FOAM TORONTO® Vaughan Factory, the customer is responsible for the initial actual shipping cost.
Returns of Foam Products
Approved returns or exchanges must arrive at the FOAM TORONTO® Vaughan Factory within 21 calendar days of the shipping or pickup date.
Foam products may NOT be returned for any reason other than what is stated below:
Incorrect Order:
If you have received incorrect products in error, please contact us to return the order to FOAM TORONTO® so we may correct the mistake. FOAM TORONTO® will cover all ground shipping and handling charges. With all orders being unique, and many being customized, please contact us before making your return. It may only be necessary to return a single component rather than the whole order, saving you the hassle of repackaging the entire order, and allowing you to utilize the correct parts of the shipment while the situation is being rectified. The incorrect product must be received by FOAM TORONTO® before we can issue an order correction. Products must be returned in factory condition.
Mistake in Size:
If any foam product you order with specific dimensions is outside of the range specified (+/- ¼’ accuracy), you may return the product, in factory condition, for a refund or exchange, and FOAM TORONTO® will cover all ground shipping and handling charges. Please contact us before making your return; it may only be necessary to return a single component rather than the whole order, saving you the hassle of repackaging the entire order, and allowing you to utilize the correct parts of the shipment while the situation is being rectified. The incorrect product must be received by FOAM TORONTO® before we can issue an order correction.
Immediate Defects:
If your order is correct and within the acceptable size tolerance range, but contains an immediate factory defect, it must be returned as originally received, and be in FOAM TORONTO® possession within 21 calendar days of the product’s ship or pickup date to make a return or exchange. The customer is responsible for the actual shipping costs, both to and from FOAM TORONTO®.
Authorized Return:
If a return is authorized without FOAM TORONTO® being at fault, the product is subject to a 25 percent restocking fee, and the customer is responsible for the actual shipping costs, both to and from FOAM TORONTO®. For a return to be authorized, the product being returned must be in factory condition. Custom-cut products are non-returnable.
Authorized Exchange:
If an exchange is authorized, the customer is responsible for the actual shipping costs, both to and from FOAM TORONTO®. For an exchange to be authorized, the product being returned must be in factory condition. Custom-cut products are non-exchangeable but can be re-worked.
Making a Return
- All products must be accompanied by a receipt in order to make warranty claims or returns. Your receipt is the packing slip that comes with your shipment. Approved returns or exchanges must arrive at a FOAMITE® facility within 21 calendar days of the shipping or pickup date, or the time frame specified by the particular guarantee or warranty of the product.
- Please call us with your name, invoice number, date of invoice, and the date you will be returning the product.
- Once your return has arrived at our facility, please allow 10 to 15 business days for your return to be processed.
NOTE: FOAM TORONTO® is not responsible for lost or misdirected returns. For your protection, please insure all returns. FOAM TORONTO® does not offer expedited shipping, at our cost, for any reason.