Customer Service

2024 Holiday Return Policy:

We’re offering extended returns this holiday season. Any order placed after October 15, 2024 may be returned until January 31, 2025. If you are interested in making an exchange, initiate a return for the item(s) and purchase your preferred item(s).

Shipping:

Boll & Branch is pleased to offer complimentary domestic US ground shipping on all orders of $100+.

We offer complimentary white glove delivery to any room of your choice with a mattress or furniture purchase. Due to the nature of this delivery, we cannot offer expedited shipping on your mattress orders. We estimate an average of 10-15 business days from order date to receive appointment outreach from our logistics provider.

For all other products, US customers may elect to upgrade their order to 1 or 2-day shipping for an additional fee. Please refer to our shipping options at checkout for details regarding your delivery. We are working hard to get your order to you as quickly as possible! All orders will be delivered Monday-Friday, as we do not offer weekend delivery.

Please note that 1 and 2-day shipments will not deliver on Saturdays, Sundays or holidays.

Pre-orders

If an item you ordered is on pre-order, it will be noted on your email receipt. Posted shipping dates are estimates and pre-orders may be shipped up to 2 weeks before or after the posted date. Pre-orders are charged when placed but may be canceled at any time prior to shipping for a full refund. Please note we are unable to make any changes orders containing pre-order items.

Should you have any questions, please click here to contact our Customer Experience team. You can also reach us by phone Monday–Friday from 9AM–5PM Eastern at +1-800-678-3234.

Returns & Exchanges:

General
Except as provided herein and subject to the limitations below, you can return or exchange products purchased from us within the timeframe below and receive a refund of your purchase price in your original form of payment, excluding any shipping and handling that may have been charged to you.

Timing of Returns
Mattresses: Given that mattresses require a period of time to adjust, we will not accept returns of mattresses within 30 days of the delivery. If at the end of 30 days of delivery you are not satisfied with the mattress, you may return your mattress up to 100 days from delivery. You may only return 1 mattress during any five year period.

All Other Products: For all products other than mattresses, you can return these products to us within 30 days of delivery.

For purposes of this Policy, “delivery” is defined as the date the shipment was marked delivered by the carrier's tracking number or, if the product was purchased from one of our retail locations, the date on which the product was purchased (either by you or by another person as a gift for you).

Condition of Returned Products
Mattresses: In order to be returned under this Policy, your mattress must have its original labels, been used on a foundation or supportive slab, and be in donation condition.

All Other Products: Except for mattresses, returned items must be in original, saleable condition with original tags and packaging.

Manner of Refund
If a discount was applied at purchase, that discount will be proportionally applied to your refund or merchandise credit, as applicable.

Refunds will be issued in your original form of payment.

If you paid using a gift card along with another form of payment, we will first apply the refund to the gift card and then apply the remaining amount, if any, to the secondary form of payment.

If you paid for the returned product using cash and are returning the product via a UPS return label, your refund will be issued in the form of a check.

If you received the product you wish to return as a gift, simply visit our Returns Portal and click the Start Gift Return Here button.

One-Time Adjustments
During the 14 days after the original purchase date, you can obtain a one-time, partial refund of the purchase price if we reduce the base price of the product you purchased. However, promotional discounts may not be applied to previous purchases.

Final Sales
Sales on “last call”, sale, reduced price, clearance, or other similarly marked items are final and cannot be returned or exchanged.

Gift Cards and International Sales
We do not accept returns on gift cards or international purchases. Gift Cards cannot be replaced if lost or stolen. We apologize for any inconvenience this may cause.

Purchase Locations
We only accept returns for items purchased directly from us, either through our website or from our company owned retail stores. At this time, we are offering UPS return labels exclusively for all returns.

Processing
Once your return is delivered to our warehouse, please allow 5-10 business days for us to process your return and refund the purchase price to you.

Exchanges
If you’d like to make a return or exchange, simply visit our Returns Portal. You’ll need your order number and the shipping zip code, which can be found in your order confirmation email. After you initiate your return or exchange, you will receive a prepaid shipping label. If you need more labels, send us a note at help@bollandbranch.com with your order number and items you are returning.

Changes to this Policy
We reserve the right, in our sole and exclusive discretion, to amend, modify, or terminate this Policy, for any or no reason, with or without notice to you. The foregoing will become effective as of the date of posting. In addition, we, in our sole and exclusive discretion, reserve the right to refuse any returns or exchanges for any or no reason, including, without limitation, those returns that would otherwise violate our Terms of Service.

More Information
You may visit our Returns Center for more information or to make a return.