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Product Warranty


beautifulbedWe guarantee that any item that we sell is free of material or craft defect.
If a product is found to be defective within 30 days from the day the items are shipped to the customer, Shepherd’s Dream LLC will reimburse the customer for the entire cost of the goods as well as the cost of shipping. Validity of claims will be at the sole discretion of Shepherd’s Dream LLC. A copy of the original sales receipt must accompany the item and Shepherd’s Dream LLC must be notified prior to returning the goods. An example of valid warranty claim would include weak/damaged seams or flaws in the fabric that could reduce the longevity of the item. Improper use or care can invalidate this warranty. Click here for care instructions.

Returns

We can accept returns within 30 days from receipt date on un-used pillows, toppers, comforters, sheets and latex. There is 15% restocking charge on the return of any un-used item unless previous arrangements are made with our office. The Customer is also responsible for the cost of shipping back to us. If we determine you are due a refund, please allow 5 business days for processing.  We never incorporate used materials in our bedding, thus we cannot accept returns on used merchandise. Federal law also prohibits the resale of used bedding. Our Mattresses, custom products, including custom bed frames and special discount items are not returnable. If you are concerned that the wool mattress may not work for you, we recommend that you order a Sample Bedding Kit in order to test out our products in advance. Click here for more information on Sample Bedding Kit.


Premium All Wool MattressOur Assurance of Quality
Congratulations on your new Shepherd’s Dream LLC All Wool Mattress. Our goal is to provide the highest quality product, assuring you of the most comfortable and healthful night’s sleep possible. We have made every effort to guarantee that you will enjoy your purchase for as long as you own it. We take great pride in our work and value our customers as well as our mutual commitment to supporting sustainable, healthy products and industry

Shepherd’s Dream LLC ® Limited Warranty

If you observe a defect, contact the authorized dealer from which you purchased the mattress. If the dealer cannot be reached or if you purchased directly from Shepherd’s Dream LLC, please email at [email protected] and we will contact you within 7 business days. You can also write a letter to Shepherd’s Dream LLC Customer Service Department, 140 S. 11th Street, Montague, CA 96064 or call our toll free customer service number at 1-800-966-5540. You must, within the duration of the warranty, provide proof of purchase (a copy of your invoice/sales receipt), date of purchase, description of damage, provide at least 3 pictures of the damage, and be the original purchasing consumer.

Please refer to the Care Guidelines section for proper mattress care to avoid invalidating your warranty.

Warranty Coverage, Limitations, and Care Guidelines

Limited Warranty Coverage

  • Body impressions, compression, ridges, nesting, or sagging in the mattress that measures greater than 2”-3”
  • Weak/damaged seams or flaws in the fabric that could reduce the longevity of the item

The Limited Warranty does NOT cover items not expressly listed in the “Limited Warranty Coverage” section, such as, but not limited to:

  • Transportation and inspection costs
  • Bedding used in hotels, motels, or institutional facilities
  • Bedding sold “as is”, used bedding, floor samples, or bedding purchased from second hand parties, non-retail establishments or received as a promotional item
  • Unused mattress height variations
  • Comfort preference
  • Body impressions, compression, ridges, nesting, or sagging in the mattress that measures less than 2”-3”
  • Damage due to misuse or abuse, improper care, inappropriate or incorrect bed frame use
  • Fabric stains, soiling, fluid penetration, tears or burns
  • Alterations to original structure or design

Important Information

Care guidelines to assist you in maintaining your mattress quality in order to avoid invalidating your warranty:

  • Immediately remove your mattress from its packaging, unroll it, and lay it flat.
  • Air circulation is important for the wool to breathe; do not place your All Wool Mattress on the floor.
  • Use proper support of your mattress in the form of a platform bed frame that offers center support and slats that measure 2” wide with spacing no more than 1” for proper air circulation.
  • During the first 6 months of use, rotate and flip your mattress every week, head to toe, front to back and vary your sleep area and positions. If you have an Eastern King mattress, the mattress can be rotated in all four directions creating ideal, even compression. After the first 6 months, regularly and consistently (at least once each season) rotate and flip your mattress. This will promote even wear and extend the life and quality of the mattress.
  • Use a natural, breathable mattress protector while sleeping on your All Wool Mattress. The mattress protector will help keep body moisture from being absorbed into your mattress and will protect your mattress from stains and spills. A natural washable mattress protector will help to extend the life of your mattress.
  • Keep your bedding clean by changing your sheets often, vacuuming your mattress occasionally, cleaning other bedding products as recommended by the manufacturer, and maintaining a healthy environment.
  • Once a year, gently roll and/or tie the mattress to easily move it. Use two people to carry and place your mattress in the sun and air to sanitize and refresh it. Unroll it on a natural, clean surface and let it sanitize for 6-10 hrs. You may place a natural, breathable cover to protect it against environmental soiling.
  • If you don’t have a way to air it outside, you may place it in a sunny window with exposure to fresh air or keep it dry by placing it near a heat source or dehumidifier.
  • If you need to store your mattress for an extended period of time, please store it flat, out of direct sunlight or heat source, and fully sealed in plastic for ultimate protection.
  • For light soiling or stains, spot clean with natural soap (ideally a natural wool wash) and water. Refer to the product care sheet for complete care instructions. Do not use conventional cleaning fluids on your mattress. The chemicals may damage some of the materials. For heavy soiling please contact our Customer Service Hotline for suggested cleaning methods.
  • Do not bend excessively or jump on your mattress under any circumstances. Such treatment may damage the mattress and void your warranty.
  • If you remove the law tag at the end of your mattress, save the information as this tag has the identification needed to establish your warranty rights.

Our Assurance of Quality

Congratulations on your new Shepherd’s Dream LLC wool mattress topper. Our goal is to provide the highest quality product, assuring you of the most comfortable and healthful night’s sleep. We have made every effort to guarantee that you will enjoy your purchase for as long as you own it. We take great pride in our work and value our customers as well as our mutual commitment to supporting sustainable, healthy products and industry.

Shepherd’s Dream LLC Limited Warranty

If you observe a defect, contact the authorized dealer from which you purchased the topper. If the dealer cannot be reached or if you purchased directly from Shepherd’s Dream LLC, please email at [email protected] and we will contact you within 7 business days. You can also write a letter to Shepherd’s Dream LLC Customer Service Department, 140 S. 11th Street, Montague, CA 96064 or call our toll free customer service number at 1-800-966-5540. You must, within the duration of the warranty, provide proof of purchase (a copy of your invoice/sales receipt), date of purchase, description of damage, provide at least 3 pictures of the damage, and be the original purchasing consumer.

Please refer to the Care Guidelines section for proper mattress care to avoid invalidating your warranty.

Warranty Coverage, Limitations, and Care Guidelines
Limited Warranty Coverage

  • Body impressions, compression, ridges, nesting, or sagging in the topper that measures greater than 2”
  • Weak/damaged seams or flaws in the fabric that could reduce the longevity of the item.

The Limited Warranty does NOT cover items not expressly listed in the “Limited Warranty Coverage” section, such as, but not limited to:

  • Transportation and inspection costs
  • Bedding used in hotels, motels, or institutional facilities
  • Bedding sold “as is”, used bedding, floor samples, or bedding purchased from second hand parties, non-retail establishments or received as a promotional item
  • Unused topper height variations
  • Comfort preference
  • Body impressions, compression, ridges, nesting, or sagging in the topper that measures less than 2”
  • Damage due to misuse or abuse, improper care, inappropriate or incorrect bed frame use
  • Fabric stains, soiling, fluid penetration, tears or burns
  • Alterations to original structure or design

Important Information

Allowing the topper to be in an unsanitary condition may damage the product and invalidate the warranty. For the health and safety of anyone who would be required to dispose of, or otherwise handle the topper, Shepherd’s Dream LLC may refuse to inspect such products to assess whether covered by the warranty, in which case, Shepherd’s Dream LLC reserves the right to deny warranty coverage.

The use of cleaning fluids may damage the fabric and materials in your topper. Allowing water or other liquids to penetrate your topper may damage the layers of wool causing materials to excessively compress, felt and mold. Any of these situations may result in damage that will invalidate your warranty.

This warranty is given by the Shepherd’s Dream LLC whose name and address appear on the law tag attached to your topper. We recommend that you examine the law tag attached to your topper and record the date manufactured, size, and weight on this warranty. Retain the law tag and proof of purchase to validate warranty coverage.

Care guidelines to assist you in maintaining your topper quality for many years and avoid invalidating your warranty:

  • Immediately remove your topper from its packaging, unroll it, and lay it flat.
  • Air circulation is important for the wool to breathe, do not place your topper on an unnatural or un-breathable surface for extended periods of time. Once per month, pull your topper down over the foot of your bed. This allows the very middle of your topper to air out and release moisture.
  • During the first 6 months of use, rotate and flip your topper every week, head to toe, front to back and vary your sleep area and positions. After the first 6 months, regularly and consistently (at least once each month) rotate and flip your topper. This will promote even wear and extend the life and quality of the topper.
  • Use a natural, breathable mattress protector while sleeping on your topper. The mattress protector will help keep body moisture from being absorbed into your topper and will protect your topper from stains and spills. A natural washable mattress protector will help to extend the life of your topper.
  • Keep your bedding clean by changing your sheets often, vacuuming your topper occasionally, cleaning other bedding products as recommended by the manufactures, and maintaining a healthy environment.
  • Once each season, gently roll and/or tie the topper to easily move it. Carry and place your topper in the sun and air to sanitize and refresh it. Unroll it on a natural, clean surface and let it sanitize for 6-10 hrs. You may place a natural, breathable cover to protect it against environmental soiling.
  • If you don’t have a way to air it outside, you may place it in a sunny window with exposure to fresh air. Keep it dry by placing it near a heat source or dehumidifier.
  • If you need to store your topper for an extended period of time, we recommend you store it flat (or roll it head to foot), out of direct sunlight or heat source, and fully sealed in plastic for ultimate protection.
  • For light soiling or stains, spot clean with natural soap (ideally a natural wool wash) and water. Refer to the product care sheet for complete care instructions. Do not use conventional cleaning fluids on your topper. The chemicals may damage some of the materials. For heavy soiling please contact our Customer Service Hotline for suggested cleaning methods.
    Do not bend excessively or jump on your bedding under any circumstances. Such treatment may damage the bedding and void your warranty.
  • If you remove the law tag at the end of your topper, save the information as this tag has the identification needed to establish your warranty rights.

our Shepherd’s Dream LLC wool topper does exceed the Federal Fire Retardancy Standards. However, the topper’s flame resistance may be seriously impaired if any of the follow occurs: if it is used in conjunction with an unnatural or un-breathable mattress, topper or foundation; if it is damaged, torn, punctured or generally misused or abused ; if it is treatment with a stain repellent or similar post purchase application.

 

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