A Spindle mattress is made with three primary materials: “100%” organic latex, organic cotton fabric, and organic wool batting. We do not use any synthetic latex, polyurethane foam, or chemical flame retardants in our mattress.
Yes! Spindle offers free shipping via FedEx Ground for any mattress or mattress accessory anywhere in the contiguous 48 United States, excluding U.S. Military APO/FPO addresses and PO Boxes.
We ship to Alaska, Hawaii, and Canada, but additional fees apply. Those fees will be seen in your shopping cart.
We ship our mattresses using FedEx. We are unable to ship through USPS or UPS.
Please expect to receive your mattress within two to three weeks of placing an order depending on where you are in the United States.
We will ship your latex mattress within 7 to 14 days of placing the order. You will receive a tracking number when it ships.
Your tracking number may not be recognized until later in the evening -- sometimes as late as 10pm -- and you may get a prompt similar to, "Your shipment does not exist." This is normal. Be patient. If you continue to get the prompt please contact us.
The estimated delivery date by FedEx is not a guarantee of when your shipment will arrive. Delivery "exceptions", while rare, do happen. These may be caused by weather, disruptions within the shipper's system, excessive package volume at certain times of year, etc.
Since your order is comprised of multiple packages they may not all arrive at the same time. So, we'd recommend waiting until you have all the packages in hand before assembling the mattress.
When you order we can provide a more accurate window for delivery based on our production schedule and your destination zip code. After ordering please contact us, our system will not provide lead time until a tracking number has been created.
Once your Spindle ships, you will receive a tracking number via email. Please remember that it may take a few hours from the time that it is picked up until it is entered into our shipper’s system.
Keep in mind that you'll receive one tracking number. This is your "master" tracking # for the entire shipment. If you click on the link in the email, you will be taken to the FedEx website with tracking information for the entire mattress. By scrolling down the page, you will be provided with the tracking numbers for other boxes.
While it may have been picked up from us, your tracking number may not be recognized until later in the evening -- sometimes as late as 10pm -- and you may get a prompt similar to, "Your shipment does not exist." This is normal. Please remember that it may take a few hours from the time that it is picked up until it is entered into FedEx's system.
If the issues persists, give us a call or email. We’ll figure it out for you.
No signature is required. The FedEx driver will attempt to leave the package in a safe place without a signature.
No, we ship our mattress via FedEx so we're unable to expedite the shipping or offer expedited shipping options. Please contact us to receive an estimated transit time to your location.
No, we do not currently have any pickup options available.
No. With regrets, we do not offer white glove service or mattress removal. Our mattress ships broken down making it relatively easy to move from room to room. In fact, it's not even difficult to get a king mattress and foundation up a tight spiral staircase.
The mattress gets delivered by Fedex Ground, usually in three boxes. Most people find the mattress easy to assemble. We recommend two people, though we have a video on our website showing one of our staffers, Sam, putting her queen mattress together herself. Printed instructions are also provided with your mattress and we are always available to help by answering any questions you may have.
If you need assistance assembling your mattress you may be able to find resources through neighborhood networks, TaskRabbit or even Craigslist.
Regarding removal of your old mattress: customers have turned to charitable organizations, e.g.: goodwill; salvation army; wounded warriors; habitat for humanity; etc.; again, Craigslist [for free?]; local DPW; 1-800-got-junk. Household Goods is a regional organization based in Acton, MA. That may be an option depending on your particular location.
The white glove + removal issues are decisions we've made to keep our mattresses in the "affordable luxury" category. These services demand a high degree of attention from a management perspective especially in our case where we would need to maintain and oversee a distributed nationwide outsourced network. Even in the best of circumstances there is a high risk of error: trucks showing up late [or early]; muddied carpets; damage to walls or ceilings; wrong product being delivered; etc. There are retailers -- mostly in the brick + mortar space -- who do provide these services. They are valuable and add to the overall cost of goods.
Sorry, we are unable to ship to these locations.
Our mattress ships broken down making it relatively easy to move from room to room. In fact, it's not even difficult to get a king mattress and foundation up a tight spiral staircase.
The mattress gets delivered by Fedex Ground in multiple boxes. Most people find the mattress relatively easy to assemble. We recommend two people, though we have a video on our website showing one of our staffers, Sam, putting her queen mattress together herself. Printed instructions are also provided with your mattress and we are always available to help by answering any questions you may have.
Acton, MA or Chicago, IL
Since we are small family business based out of Massachusetts, we are only shipping to the US and Canada at this time.
Unfortunately, we are not well versed with the international mattress market so we aren't comfortable giving any recommendations at this time.
Yes, we do ship to Hawaii + Alaska. With regrets, the shipping costs are quite hefty since we located outside of Boston. Plus, the packages are quite large and heavy and there are three boxes. Please note that we are not price gouging on this. We'd encourage people check out pricing on Fedex for three boxes going Fedex Ground - Home Delivery. For example, the weights and dimensions are 36"x16"x16" (58 lbs), 24"x16"x16" (40 lbs), and 24"x16"x16" (50 lbs) for a queen mattress.
We totally understand the sticker shock however once the shipping was added in. Keep in mind that some of policies like our warranty, comfort adjustment, etc. may incur shipping fees when used outside of the contiguous 48 states. Therefore, the owner will be responsible for costs relating to shipping/duties/etc even if the defect or mistake is our fault.
We do have some competitors in Hawaii and Alaska offering similar product and may be able to offer better rates because of their proximity to you. While we haven't had first hand experience with them, they use quality materials and from what we hear they stand behind their product and have good service. If you haven't already done so, we recommend checking out The Mattress Underground. It's a great resource for all things mattress and chances are you'll find helpful pointers there, too.
Yes, we do ship to Canada.
Please note there are additional costs. The cost will depend on the mattress size and if you need a foundation.
The fees for shipping will include all shipping costs, brokerage fees, duties and taxes (GST, QST, + HST).
Admittedly, there is some sticker shock. Please note that GST, HST, and/or PST ranges from 5% to 15.5% depending on the province. With the SIMA duties, there alone were at 15 to 25.5% additional cost and we still have additional duties, brokerage fees, and shipping charges related to moving product from the USA to Canada. All of these additional costs are included in the line item at checkout referred to as shipping.
Unfortunately, you won't see until the final amount until you've entered the shipping information so that the shopping cart can calculate the expense.
All charges to your credit card will be in US Dollars. Some banks assess additional fees for foreign currency transactions and you may want to check with yours to understand their policies.
Keep in mind that the 365 day comfort adjustment and return policy is same for US customers as it is for Canadian only when purchased directly through the Spindle website. Our Comfort Guarantee, Refund, and Comfort Life/Parts policies do not apply to purchases through 3rd party marketplaces such as Wayfair, Amazon, Etsy and others.
In terms of the warranty and the 25 year comfort life, additional shipping charges and custom/brokerage fees fee may apply when shipped to Canada.
Your mattress’ packaging is designed to protect your mattress in transit. In spite of some nasty looking cardboard, everyone’s latex has arrived unscathed. Prior to boxing, we insert the latex into a heavy plastic bag, roll pack it and wrap it in plastic sheeting. This protects the latex and cover even if the enclosing boxes get destroyed.
If you notice any damage before or after opening the boxes please contact us by email or phone: 978-263-3807 and we’ll address your situation promptly. Emailing us some photos will help us in assessing the damage and determining what action is needed.
In most cases, the packages are not lost, but separated during the shipment. The boxes will usually the arrive the following business day. Therefore, packages arrive before a weekend or holiday will not arrive until the next business which can be two to three days later.
To double check that the remaining box(es) are on their way, please check the tracking number that you received from us -- this is your "master" tracking # for the entire shipment. If you click on the link in the email, you will be taken to the FedEx website with tracking information for the entire mattress. By scrolling down the page, you will be provided with the tracking numbers for other boxes.
Keep in mind that the master tracking number is the tracking number for one of the boxes so FedEx may state that the shipment is delivered, but it is only for the one package and not the entire shipment.
If all of the tracking numbers show as delivered, please do some further investigating if you don't mind.
For deliveries to condo, apartment, etc., please check around the complex or with the property manager to see if it was delivered to the wrong unit or left at the main office.
Sometimes, the Fedex driver will tuck them away somewhere unusual to prevent them from being stolen so please check around the entire house.
Also, we'd recommend checking with a neighbor in case they brought it inside worried that it might get stolen.
If it is lost, we recommend contacting Fedex and then us. They will have specific questions about your residence and neighbor and will confirm your address that we won't be able to answer without contacting you. We appreciate your help with this.
Once we hear from you, we'll reached out to Fedex too and hope to find an answer for you quickly. Please hang with us as we try to find the packages.
Unfortunately, Fedex makes us wait 8 days or more to find the packages. But, we will not make you wait for them to figure things out. Usually, we find a resolution with one business day and not make you wait on Fedex, but it may take up to five to seven days to get a replacement depending on your location because we will need to ship out another one.
We accept Visa, Mastercard, Discover, American Express, and PayPal.
You can finance through Affirm. You'll see the option at checkout. The agreement is with a third party so you'll need to check with them regarding the terms and conditions.
Yes.We offer financing through Affirm.
When you reach our checkout page select Affirm as your payment option. This will redirect you to Affirm where you'll need to fill out the application. Once approved, you'll then be directed back to Spindle's checkout to complete the purchase
We encourage you to read Affirm's fine print to understand terms and commitment.
Yes, you may, we’re happy to help. Call us at (978) 263-3807.
If you want to order by phone and our normal business hours are not convenient, send us an email or leave us a voicemail with a time that’s good for you. We’ll get back to you in a timely manner.
For security and privacy, your credit card company will not provide Spindle with information as to why. Therefore, you need to speak with them.
Possible reasons why orders are declined may include, but are not limited to these:
Unexpected transaction. Your bank may flag an unexpected transaction especially when it is the first time ordering or it is a high purchase amount regardless of the amount of funds available. These are security protections that your credit card company has in place to help reduce fraud and protect you.
Exceeding daily amount. Banks sometimes place restrictions on how much you can charge in one day. Even though you have funds available. Again, this is a security measure to protect you.
Verify the information that you entered is correct. Sometimes your billing address may be different than your shipping address. Or you may have simply made a typing mistake. (Don’t worry. We won’t judge you. We have made worse mistakes than entering the wrong credit number or expiration date).
After you place your order, you will receive an email confirmation.
Your credit card will be charged at the time of purchase.
Your mattress will ship within 7 to 14 days once you place your order. If there are any delays, we will notify you. With a delay, you may cancel the order but we will have to charge you a processing fee.
Once the order is ready to ship, you'll receive a tracking number. If you try to immediately track your order, it may show as not being picked up. This is normal. It often takes time — sometimes until 10pm — for FedEx to process the package at their facility and have your order show up in their system.
Yes, we understand that plans sometimes change and that you may need to cancel your order. You can do this at anytime prior to shipping at no charge. Contact us and we'll promptly process your refund.
If the order has shipped, please contact us and we’ll send you return shipping labels and help coordinate pick-up from you by FedEx. We will inspect the goods once they’ve arrived back to Spindle and promptly process your full refund.
If any of the materials are removed from the original packaging, you are still eligible for a full refund as part of our 365 Night Trial.
Once the package has been opened, we consider it used and do not allow it back into our facility and must be donated -- it doesn't come back into our facility.
We believe that you have to spend more than a few minutes on a mattress to know if it's right for you. That's why we offer the 365 night sleep trial. We encourage you to sleep on the mattress for 60 days to become one with your Spindle. It takes time to get used to anything new and after 2 months you'll be better able to articulate your experience and determine if a comfort adjustment is really needed. Tell us what's missing and let us know what you’re looking to achieve. We’ll discuss your options and help you reach your Goldilocks’ zone. Getting the comfort right can be an iterative process. We may ask you to reorganize the existing layers in some fashion. And, while someone may ask for something softer, we may ask to make the mattress firmer to gain more data about the experience of sleeping on latex.
We also suggest customers be prepared for the possibility of needing to settle for a mattress that's not quite perfect. "Good enough" makes some customers very happy. Others see it as a deficit and get bummed-out at having to settle for something that's shy of their mark. It's also important that you understand your Spindle is just a mattress. It is not positioned as a remedy or solace for back pain or other ailments or discomfort. We may be able to get you 90% of the way to where you'd like to be...you may need to reach that final mile on your own, sometimes with the addition of a 3rd party after-sale topper.
If our preliminary attempts don't resolve the issue we'll reassess the situation and decide what to do.
You will be responsible for donating the mattress to a local charity, cutting the tags off the mattress and sending them to us with a letter with proof of contribution. We'll then refund your money. Every single cent.
Please note that the 365 night sleep trial applies only to orders purchased directly Spindle's website.
Yes, you can do this at anytime with 60 days of receipt of the mattress as long as the materials have not been unwrapped and in their original packaging. Contact us and we’ll send you return shipping labels and help coordinate pick-up from you by FedEx. We will inspect the goods once they’ve arrived back to Spindle and promptly process your refund.
No if any of the materials are removed from the original packaging. You are still eligible for a full refund as part of our 365 Night Trial.
Once the package has been opened, we consider it used and do not allow it back into our facility and must be donated -- it doesn't come back into our facility.
Our refund policy asks that you donate your Spindle to a charitable community service organization such as Goodwill, Wounded Warriors or the Salvation Army; safe-house shelters; refugee resettlement organizations; houses of worship; Habitat for Humanity; artists colonies; spiritual retreats; etc. The intent behind the policy is to provide a mattress to someone in need.
Keep in mind that we work with people on a case by case basis and our solutions vary. There is no one size fits all especially in times like these. We're flexible and not some big soulless corporation. We're here and always willing to work with people to figure out a solution.
Please contact us if mattress isn't working out.
If our preliminary attempts don't resolve the issue, you will be responsible for donating the mattress to a local charity, cutting the tags off the mattress and sending them to us with a letter with proof of contribution. We'll then refund your money. Every single cent.
Once Spindle approves the refund, you'll receive an email that the money have been refunded to your credit card account.Due to the complexities of the banking system the moneys may not resolve to your account for 5–10 business days. Be assured we are not holding onto your funds. The funds are immediately removed from our account by the credit-card processor and submitted to your bank once you receive the email notification of the refund.
Refunds may appear in the form of a reversal, in which case the original payment will drop off of your bank statement and a separate credit is not issued. Please contact us immediately If your refund has not resolved within 10 days. We will do whatever we can to help resolve the issue.
Yes. We can only accept one mattress refunded under the 365 Night Trial per customer per 24 month period.
We use wool only and do not add other materials or chemicals
The wool acts as a natural flame barrier allowing us to pass CPSC regulations without having to use flame retardant chemicals.
With regrets, we cannot build our mattress without the wool and continue to deliver a natural product.