Shipping & Refunds
Mattresses, Frames and Adjustable Bases: Your mattress will be shipped through Pilot and they will contract to a local company in your area. They will perform a full service set up which includes setting up your mattress and adjustable base or frame. All packaging materials will then be removed and we can also remove your old mattress for a small recycling fee of $99. Generally, the local delivery company’s hours are Monday through Friday from 9am-5pm, however most companies can accommodate Saturday or after hour deliveries for a fee. When you place your order, please let your Sleep Wellness Consultant know if you need a delivery outside of normal hours or on a Saturday and they can get you a quote.
When will you receive your order?
Our goal is to have your new Gelee delivered to you quickly, but the delivery time will vary depending on the destination. You will receive an email from Gelee as soon as your mattress ships. Average delivery time is 14 business days from that date. If you have any questions about your order or shipping times, please call our Customer Service Team at 844-907-5337 You can also call the shipping company Pilot at 1-800-HI-PILOT (1-800-447-4568) for tracking updates.
Need it faster? When you call our Customer Service Team at 844-907-5337 and place your order, please let us know how quickly you need your Gelee. We can quote pricing for expedited delivery.
Special Delivery Requests:
In the event you need any additional delivery services, such as hauling off an existing mattress, after hours or Saturday delivery, please let your Sleep Wellness Consultant when you place your order and they can get you a quote.
We offer competitive shipping which is calculated at checkout depending on your order and your address. If you reside in Alaska or Hawaii, please call one of our Customer Service Team at 844-907-5337 for shipping to your area.
Return & Refund Information:
Acclimation Period: We ask that you take at least 30 days to allow your body to adjust to the proper sleep posture of Gelee mattresses. If you decide to return your Gelee at any point before the required 30-day acclimation period, you will be responsible for the return shipping.
Return Process: Once you have called and initiated a return, the Customer Service team can provide you with a case number. Gelee will send out packaging materials if needed, as well as a request to have a local company in your area contact you to set up pickup. They will package the items for you. This generally occurs about seven business days after the initial return request. From there, your mattress is shipped back to us. This process generally takes around 14 business days. Once we receive the mattress return, we will inspect it for any stains, rips, tears or odors. If the mattress is found to be in like new condition, we will then start the refund process. Please allow 10-15 business days from that time to see a credit on your account. The entire process of a return takes about four to six weeks.
Please feel free to call our Customer Service Team at 844-907-5337 for updates on your refund.
Please see below for additional details and a list of non-returnable products:
Mattresses: You must purchase a mattress protector and use it on your Gelee during the trial period in order for the mattress to be eligible to be returned. Government regulations require that personal products such as mattresses must be protected if the product is to be returned. A returned Gelee cannot be resold as “new” and must be inspected. Your Gelee must be returned in the original packing materials and must be free from stains and odor, including cigarette smoke.
Toppers: The return shipping for all toppers is the customer’s responsibility.
Non-Returnable, Non-Refundable, and Non-Exchangeable Items:
Adjustable bases, box springs, bed frames, mattress protectors, pillows, sheets, other accessories, shipping and delivery charges, and any other service charges are not returnable, refundable, or exchangeable. Custom made orders are also not returnable, refundable, or exchangeable. Demo or floor model mattresses sold at a discount are also non returnable, refundable, or exchangeable.
In the event you received promotional items, discounts or compensation, such as accessories or shipping, the cost of those items are removed from the refund as well. Please see the original sales order sent to you for the invoiced price of your mattress. This will give you an estimated refund amount.
*Please note: if you placed your order with a retail store, your purchase is subject to the return and exchange policy of that retailer.
For help with returns please call our Customer Service Team: 844-907-5337