How to Return a Casper Mattress: Step-by-Step Guide to a Full Refund

Learning how to return a Casper mattress is something many customers need to do at some point. Casper sells millions of mattresses every year, and while most customers are happy with their purchase, a significant number decide the mattress is not right for them during the 100-night trial period. The return process for a Casper mattress is designed to be simple, but the details matter. If you do not follow the exact steps or if you miss the deadlines, you could end up stuck with a mattress you do not want and thousands of dollars poorer. This guide walks you through every step of how to return a Casper mattress so you can get your refund with minimal hassle.

Understanding the Casper 100-Night Trial

Every Casper mattress comes with a 100-night trial period. This is not a free trial where you get to keep the mattress and then decide. It is a satisfaction guarantee. If you are not happy with the mattress within the first 100 nights, Casper will refund your purchase price and arrange for the mattress to be picked up. The 100-night clock starts on the date the mattress is delivered, not the date you order it or the date you first sleep on it. Casper recommends giving the mattress at least 30 nights for your body to adjust. Mattresses, especially foam and hybrid mattresses, have a break-in period during which they soften and conform to your body. Sleeping on a new mattress for only one or two nights and then deciding to return it means you have not given the mattress a fair chance. Casper customer service representatives will often encourage you to wait at least 30 days before initiating a return and may even ask whether you have given the mattress adequate time to break in.

Step 1: Check Your Return Window

Before you do anything else, check when your mattress was delivered. Your order confirmation email contains the delivery date. Count forward 100 days. If you are within that window, you are eligible to return the mattress. If you are outside the window, you may still be able to return it if you have a good reason and ask politely, but Casper is not obligated to accept the return. Some customers have reported success getting an exception when they had a medical issue, a family emergency, or a delivery delay that shortened their effective trial period. If you are outside the window, call Casper customer service and explain your situation calmly. The worst they can say is no.

Step 2: Contact Casper Customer Service

To initiate a return, go to the Casper website and navigate to the returns section. You can also call Casper customer service at the phone number listed on their website. You will need your order number, which is in your order confirmation email. The customer service representative will ask why you want to return the mattress. You do not need to give a detailed explanation. Simply saying it is not comfortable or it is too firm is sufficient. The representative will then initiate the return process and ask for your preferred pickup date and time. Casper uses third-party logistics companies to handle mattress pickups, so the available pickup windows depend on the logistics partner schedule in your area.

Step 3: Prepare the Mattress for Pickup

Casper will ask you to have the mattress ready for pickup. You do not need to put it back in the original box. In fact, most people cannot get the mattress back into the original box because the box is designed for factory packing and is difficult to reuse. Simply have the mattress accessible and clear a path for the pickup crew. If the mattress is in a bedroom on the second floor, the pickup crew will typically come upstairs to get it. If the mattress is in a basement with narrow stairs, you may want to move it closer to the door before the pickup crew arrives. Casper recommends protecting the mattress with a plastic cover or old sheets during the move to keep it clean. The mattress will be donated or recycled after pickup, so it does not need to be in perfect condition, but it should be clean and free of stains.

Step 4: Confirm the Pickup

On the scheduled pickup day, make sure someone is home during the pickup window. The pickup window is typically 4 to 6 hours long, similar to a furniture delivery window. If you cannot be home, you can authorize a neighbor or family member to hand over the mattress. Make sure they know where the mattress is and that they are expecting the pickup crew. If you miss the pickup, you will need to reschedule, which could delay your refund by another week or more. After the pickup, Casper will send you a confirmation email. Keep this email as proof that the return was completed.

Step 5: Track Your Refund

After the mattress has been picked up, Casper will process your refund. Refunds are typically issued within 5 to 10 business days of the pickup. The refund goes back to the original payment method. If you used a credit card, it goes back to that card. If you used a financing option like Affirm or Klarna, the refund is applied to your loan balance. If you have not received your refund within 14 business days, contact Casper customer service and provide your return confirmation number. Refund delays are usually caused by administrative errors that can be resolved with a phone call.

Common Mistakes to Avoid

The most common mistake people make when trying to return a Casper mattress is waiting too long to initiate the return. The 100-night window seems generous, but it goes faster than you think. Another common mistake is failing to keep the order confirmation email with the delivery date. Without the delivery date, you cannot prove when your trial period started. Some customers also make the mistake of trying to return the mattress through email or social media instead of using the official return process on the website or by phone. Casper requires returns to be initiated through their official channels and will not process returns requested through social media. Finally, some customers expect their refund to appear immediately after the pickup and panic when it takes a few days. Refunds take time to process because the pickup confirmation has to travel from the logistics partner to Casper and then to the payment processor.

What If Something Goes Wrong?

If Casper refuses your return, if the refund does not arrive, or if the pickup never happens despite scheduling, you have options. Start by escalating within Casper. Ask to speak with a supervisor and reference your case number. If that does not work, file a complaint with the Better Business Bureau. Casper maintains an active BBB profile and responds to complaints filed through the BBB. You can also file a complaint with your state attorney general consumer protection division. If the amount is significant, you can consider a chargeback through your credit card company. A chargeback is your right under the Fair Credit Billing Act when a merchant fails to deliver the promised service or product. Document every interaction with Casper, including dates, names of representatives, and what was discussed. This documentation is essential if you need to escalate to a chargeback or legal action.

How LaimRefund Can Help

If you are having trouble returning your Casper mattress or if Casper has refused your refund, LaimRefund can help you craft an effective appeal. The appeal letter will reference the relevant consumer protection laws and present your case in a professional format that gets results. You can analyze your case for free at laimrefund.com to see your refund odds before deciding whether to proceed. The full appeal letter costs only .99.

The Bottom Line

Returning a Casper mattress is not difficult if you follow the process correctly and keep track of the deadlines. The 100-night trial is generous, the pickup process is straightforward, and refunds are typically processed quickly. But if something goes wrong or if you miss a deadline, do not give up. There are escalation paths available, and professional help is affordable. You deserve to sleep well, and you deserve to get your money back if the mattress does not deliver on its promise.

What to Do If You Lost Your Order Number

One of the most common problems people face when trying to return a Casper mattress is that they have lost their order number. Without the order number, Casper customer service cannot easily find your account and process the return. If you have lost your order number, check your email inbox for the order confirmation email from Casper. Search for Casper in your email. If you cannot find the email, check your spam folder. If you have deleted the email, check your Casper account on the website if you created one when you placed the order. Your order history should be visible in your account. If you checked out as a guest, you will need to contact Casper customer service and provide them with your name, shipping address, email address, and the last four digits of the credit card used for the purchase. They can look up your order using this information. This process takes longer than providing the order number, so be patient and have all your information ready before you call.

Can You Return a Casper Mattress That Was a Gift?

If you received a Casper mattress as a gift and you want to return it, the process is slightly different. Casper requires the original purchaser to initiate the return because the refund needs to go back to the original payment method. If you received the mattress as a gift, you will need to ask the person who bought it to contact Casper and start the return process. Casper can then arrange for the pickup and issue the refund to the original purchaser, who can then give you the money. This is an awkward conversation to have, but it is the only way to return a gifted Casper mattress within the 100-night trial period. If the original purchaser is unable or unwilling to help, you can try explaining the situation to Casper customer service. In some cases, they may make an exception, but they are not required to do so.

International Returns and Military Addresses

Casper return policy applies to mattresses delivered within the contiguous United States. If you ordered a Casper mattress for delivery to Alaska, Hawaii, a U.S. territory, or a military APO/FPO address, the return policy may be different. Casper does offer returns for these locations in most cases, but there may be a return shipping fee because the logistics of picking up a mattress in these locations are more complex and expensive. The fee will be deducted from your refund. If you ordered a Casper mattress from the Casper Canada website, the return policy is similar to the U.S. policy, but the return process is handled by Casper Canada, and the refund will be issued in Canadian dollars. If you ordered from the Casper UK or Casper EU website, the return policy and consumer protection laws are governed by local regulations, including the EU Consumer Rights Directive, which provides additional protections beyond the Casper voluntary policy.

Sources: Casper official website return policy, casper.com. Federal Trade Commission Cooling-Off Rule for online purchases, 16 CFR Part 429. Better Business Bureau Casper customer complaint records. Fair Credit Billing Act, 15 U.S.C. 1666.