How to File a Claim
Our claims team works Monday-Friday 8am-5pm CST. Initiate your claim by sending the necessary details to support@nolahmattress.com. Here’s how:
Lost/Late Shipments:
- Transit delays can happen, especially around peak shipping times. However, if your package has not arrived within 5 days from the expected delivery date, please open a claim. We will work with the carrier to locate the missing item(s).
- Items without a tracking status update for more than 7 days will be deemed lost in transit by the carrier and replaced.
Missing Deliveries:
- Most missing shipments can be located by a quick search around the perimeter of your residence or by checking with neighbors. Unfortunately, there are times when a carrier confirms a delivery has taken place but the item can not be located.
- For items over $200, if the carrier confirms delivery but you haven't received your item, we do require a police report. You can often file a police report via phone, online, or in person, depending on your local department's policies.
For Damaged Items:
- We’re sorry to hear that your item may have arrived in less-than-perfect condition. To help us understand what happened and to resolve your issue promptly, please provide photos of the damaged item and its packaging. Your photographs are invaluable for our assessment and ensure we can expedite a resolution.
- Please retain the damaged item and all packaging materials while we review your claim. Once your claim is approved, we will inform you of the next steps regarding the disposal or return of the item, including arranging for a pickup if necessary.
Next Steps
The Nolah team will help you get back to comfortable sleep as swiftly as we can. Within 48 business hours, you’ll hear from us confirming that we’ve started reviewing your claim. At this time, we’ll let you know if we need any additional information to aid in processing your claim.
While we'll work as quickly as possible to resolve your claim, please note that it can take us up to 72 business hours to track down a package with a carrier.
Most claims are resolved within 5-10 business days. For items that require replacement, you will receive a new order confirmation and estimated shipping times for any replacement orders.
We strive to cover a wide range of issues, but there are a few scenarios where our Package Protection Plan does not apply.
What’s Not Covered?
- Timeliness Matters: We cannot process claims for items reported damaged or missing more than 30 days post-delivery.
- Product Defects: Issues not related to shipping, such as minor cosmetic defects, fall outside this plan and are addressed by our warranty team. For warranty claims, please contact support@nolahmattress.com.
- Address Accuracy: Double-check your shipping details upon order confirmation. Our plan cannot cover losses due to incorrect address information provided during checkout.
- Availability of Replacements: Should a direct replacement be unavailable due to stock limitations, a comparable item will be offered or a refund will be issued back to your original form of payment.
- Purchase Price Limitation: We guarantee refunds or replacements up to the original purchase price. We do not cover additional compensation. For complimentary items included with purchases, we offer replacements only.