You bought a mattress online, slept on it for a week, and it's not right. Or the couch that looked perfect in the listing is way too big for your living room. Now you're staring at a 150-pound item you need to return — and you're realizing nobody told you how to actually get it out of your apartment.
Returning large items like mattresses and furniture isn't like dropping a package at UPS. Most of these things won't fit in your car, can't be shipped via standard carriers, and come with return policies that vary wildly by retailer. Some companies will pick it up for free. Others will tell you to "donate it and send us proof." And some will charge you a restocking fee that makes the whole return feel pointless.
Here's a complete breakdown of how to return a mattress, furniture, and other large items — organized by retailer, with the logistics details nobody else spells out.
How mattress returns actually work
Most online mattress companies advertise "free returns" as part of their trial period. What they don't always make clear is what "free return" actually means.
In most cases, the company won't take the mattress back at all. Instead, they'll ask you to donate it to a local charity, send them a photo or donation receipt, and then process your refund. You're responsible for getting the mattress to the donation center — which, if you don't have a truck, is its own problem.
Some brands do arrange a pickup through a third-party service. But even then, the pickup window can be vague, the scheduling inflexible, and the process slow. If you need the mattress gone on your timeline (say, because the replacement is arriving tomorrow), you may need to handle the logistics yourself.
That's where services like Lugg come in. Lugg movers can pick up your mattress and deliver it to a donation center, recycling facility, or wherever the retailer requires — same-day, on your schedule.
How to return a mattress to Amazon
Amazon is the biggest mattress retailer in the U.S., and their return policy for mattresses depends on the seller and the item's size.
Amazon-sold mattresses: For mattresses sold and fulfilled by Amazon, you can initiate a return through your Orders page. Amazon typically offers free return pickup for large items — a carrier will come to your home and collect it. The return window is usually 30 days, though some mattress brands sold through Amazon offer extended trial periods (check the product listing).
Third-party sellers on Amazon: If a marketplace seller fulfilled the order, the return policy varies. Some offer pickup; others ask you to ship it back (which for a mattress is nearly impossible without professional help). Check the seller's return policy before buying.
Mattress-in-a-box brands on Amazon (Zinus, Lucid, etc.): Many of these brands technically sell through Amazon's marketplace. Returns are handled through Amazon's system, but the mattress can't go back in the box once it's expanded. Amazon may issue a refund and tell you to donate it locally.
The logistics catch: Even when Amazon offers free pickup, the scheduling window can be unpredictable. If you need the mattress gone by a certain date — because you're moving, or a new mattress is arriving — you may need to arrange your own removal. A Lugg mattress removal can get it done same-day.
How to return a mattress to Walmart
Walmart accepts mattress returns within 90 days of purchase — whether bought in-store or online.
In-store purchases: Bring the mattress back to the store. This is straightforward if you have a truck, but difficult if you bought a king-size mattress and drive a sedan. Lugg can pick up your mattress and bring it to your local Walmart for the return.
Online purchases (Walmart.com): Initiate a return through your account. For mattress-in-a-box brands sold through Walmart (like Allswell), Walmart may process a returnless refund and ask you to donate locally. For standard mattresses, they'll arrange a freight pickup.
How to return a mattress to Costco
Costco's return policy is famously generous — no time limit on most items, including mattresses. You can return a mattress you bought three years ago, though Costco may push back on very old returns as a matter of policy.
In-store returns: Bring the mattress to the returns desk. Same truck problem as Walmart — getting a queen or king mattress to Costco requires a vehicle larger than most people own. Lugg handles Costco deliveries regularly and can handle the return trip too.
Online returns: Initiate through Costco.com. They'll schedule a carrier pickup, usually within 1-2 weeks.
Can You Move a MATTRESS By Yourself? Usually not.
How to return a bed-in-a-box mattress
Returning a bed-in-a-box has a unique problem: once the mattress is unboxed and expanded, it can't go back in the box. The original compression requires industrial equipment. So standard shipping is out — you can't slap a return label on an expanded queen-size mattress.
Every bed-in-a-box company handles this differently. Here's what to expect from the major brands:
Nectar
Nectar offers a 365-night trial for mattresses and allows for returns between 30 days and one year after delivery for a full refund. To return, contact their support team. You may need to donate the mattress to a local charity and provide a receipt or photo. Nectar covers the refund once donation is confirmed. The process can take 1-3 weeks from initiation to refund.
Casper
Casper's trial period is 100 nights (with a minimum 30-night break-in period). Returns are initiated through Casper's website or support team. They'll usually ask you to donate locally. Refund is processed after the mattress is picked up or proof of donation is submitted.
Purple
Purple offers a 100-night trial. Contact their support team to start a return. They typically arrange a pickup through a third-party logistics partner. To be eligible for a return, the mattress must be clean, undamaged, and have the mattress law tag attached. Photos of the mattress and the law tag will be required.
DreamCloud
DreamCloud has a 365-night trial. Similar to Nectar (same parent company), they'll coordinate a donation pickup or ask you to donate locally and send proof. Full refund, no restocking fee.
Helix
Helix gives you a 120-night sleep trial and asks you keep the mattress for at least 30 days. Up to two returns per household. Contact support to initiate a return. They'll arrange pickup through a partner or ask you to donate. Full refund after confirmation.
Saatva
Saatva offers a 365-night trial but charges a $99 return processing fee — one of the few premium brands that does. They'll pick up the mattress from your home at no additional charge beyond the fee.
Tuft & Needle
Tuft & Needle offers a 100-night trial. Generally if you've used the mattress, they'll ask you to donate and send proof. If unused and unopened, they'll send a shipping labor or help facilitate pickup. Full refund, no restocking fee.
What to do with your mattress after initiating a return
Almost every mattress brand requires you to either coordinate with a third-party pickup service (which operates on their timeline, not yours) or handle the donation logistics yourself. If you don't have a truck or a friend with one, this is where most people get stuck.
If the brand arranges pickup
Schedule it and make sure the mattress is accessible (ideally near your front door or in a ground-floor room). Remove all bedding and have the mattress bare.
If the brand asks you to donate
Find a local charity that accepts mattress donations (not all do — many require mattresses to be stain-free and in good condition). Goodwill, Salvation Army, Habitat for Humanity ReStores, and local shelters are good starting points. Some cities also have mattress recycling programs.
If you need to transport it yourself
A mattress won't fit in most cars, even folded. You'll need a pickup truck or van. Or you can book a Lugg to handle it — Lugg movers move mattresses every single day.
How to return furniture (Amazon, Wayfair & IKEA)
Furniture returns are less common than mattress returns, but the logistics are just as painful — sometimes worse, because furniture is bulkier, heavier, and harder to repackage.
How to return furniture to Amazon
Amazon's return policy for furniture follows the same structure as mattresses: initiate through the Orders page, and Amazon determines whether they'll send a carrier or issue a refund-on-donation.
For large furniture (couches, desks, dressers), Amazon increasingly offers "returnless refunds" — they refund your money and tell you to keep, donate, or dispose of the item. This is common for items where the return shipping cost exceeds the item's value.
When Amazon does request a return, they'll typically schedule a freight carrier pickup. You'll need to have the item disassembled (if applicable) and accessible for the carrier — usually ground floor or curbside. Carriers generally won't navigate stairs or tight hallways.
If you need to get a heavy piece of furniture from a third-floor walkup down to the curb for a carrier pickup, that's a job for Lugg movers. Book a Lugg to carry the item downstairs, load it onto the truck, and either stage it for the carrier or deliver it to a return drop-off point.
How to return furniture to Wayfair
Wayfair's return policy gives you 30 days for most items. Here's what you need to know:
Standard returns: Initiate through your Wayfair account. Wayfair provides a prepaid shipping label, and you're responsible for packaging the item and scheduling a carrier pickup (usually FedEx Freight or a similar service for large items). This means you need to repackage furniture in its original box — which most people have already thrown away.
Damaged or defective items: Wayfair is generally more flexible here. They may offer a replacement, partial refund, or full refund without requiring a return. Photo documentation is usually required.
Large or heavy items: For items delivered by freight carrier, the return pickup is also handled by freight. The item needs to be boxed and on the ground floor.
The real challenge: Repackaging a fully assembled bookshelf or dining table for freight pickup is a project in itself. If you don't have the original packaging, Wayfair's support team can sometimes arrange alternatives — but this varies case by case.
How to return furniture to IKEA
IKEA accepts returns within 365 days of purchase for most items — one of the longest windows in retail.
In-store returns: Bring the item (assembled or disassembled) to the returns desk with your receipt. IKEA prefers items in their original packaging, but it's not required for a refund.
The logistics challenge: IKEA furniture is famously heavy and awkward to transport. A Billy bookcase is manageable; a Hemnes dresser is not. If you assembled it, you may need to disassemble it first, which adds time and effort. For anything that won't fit in your car, services like Lugg can pick up the item and bring it to IKEA same-day.
The "how do I actually move this?" problem
Here's the part that every retailer's return policy glosses over: the physical logistics.
Whether a brand asks you to donate a mattress, bring furniture back to the store, or have it ready curbside for a carrier — you still need to get a large, heavy item from wherever it currently sits to wherever it needs to go. And for most people, that means one of three options:
Option 1: Rent a truck. A U-Haul pickup starts around $20 plus mileage, but you're doing all the lifting, loading, strapping, and transporting yourself. For a 150-pound mattress or a dresser, that means finding a friend to help and hoping neither of you throws out your back.
Option 2: Ask a friend. The classic "I'll buy you pizza" move. Works once. Maybe twice. But asking someone to help you wrestle a king-size mattress down three flights of stairs tests even the best friendships.
Option 3: Book a Lugg. Lugg connects you with movers and a truck on-demand. Tell them what you need moved and where it's going — donation center, retailer, curbside for carrier pickup, recycling facility — and they handle the heavy lifting. Literally. Lugg can handle anything from a single mattress to a full living room set, with professional movers who know how to navigate tight stairwells and narrow doorways.
The cost of a Lugg for a single-item pickup is often less than a truck rental once you factor in your time, gas, mileage fees, and the friend you owe dinner.
Tips for a smooth large item return
A few things that'll save you headaches:
Save the packaging
This sounds obvious, but most people immediately break down boxes and toss packing materials. If there's any chance you might return an item, keep the original packaging for at least 30 days. It makes carrier pickups dramatically easier and avoids restocking fees some retailers charge for unpackaged returns.
Document everything
Take photos of the item before and during disassembly, especially if it arrived damaged. Keep all receipts, order confirmations, and chat logs with customer support. Some retailers require photo evidence before processing a return.
Check the return window before you buy
Return policies for large items vary from 30 days (Wayfair) to 365 days (IKEA, Nectar, DreamCloud) to unlimited (Costco). If you're on the fence about a purchase, the return window should factor into your decision.
Know who's responsible for shipping
"Free returns" doesn't always mean free logistics. Some retailers cover the return shipping cost but expect you to handle repackaging and staging the item for pickup. Others ask you to donate locally and eat the transportation cost yourself. Read the fine print before you assume everything is covered.
Plan for donation logistics
If a retailer asks you to donate, call ahead to the charity to confirm they'll accept the item. Some donation centers are appointment-only, some won't take mattresses, and some won't accept furniture that needs to be carried upstairs. Having a plan before you initiate the return saves a lot of back-and-forth.
Frequently asked questions
How do I return a mattress to Amazon?
Go to Your Orders, select the mattress, and click "Return or Replace Items." Amazon will either schedule a free carrier pickup or issue a returnless refund and ask you to donate locally. For mattress-in-a-box brands sold through Amazon's marketplace, the process varies by seller — check the return policy on the product page before purchasing.
Can you return a mattress in a box after opening it?
Yes, but you can't re-compress it into the original box. Most bed-in-a-box brands offer trial periods (usually 100-365 nights) and will either arrange a pickup or ask you to donate the expanded mattress locally. You'll need a truck or a moving service like Lugg to transport it.
How much does it cost to return furniture?
It depends on the retailer. Amazon and Wayfair generally cover return shipping for most furniture. IKEA and Costco accept in-store returns for free but you need to transport the item yourself. Some brands charge restocking fees ($99 for Saatva mattresses, for example). Transportation costs — getting the item from your home to the return point — are almost always your responsibility.
How do I return a Nectar mattress?
Contact Nectar's support team to initiate the return within your 365-night trial. They'll arrange a third-party donation pickup or ask you to donate locally and send a photo or receipt. Your refund is processed after donation is confirmed. The whole process typically takes 1-3 weeks.
What's the easiest way to return large furniture without a truck?
Book an on-demand moving service like Lugg. Tell them what you need moved and where it's going — the store, a donation center, or curbside for a carrier pickup — and they'll handle the heavy lifting and transportation. It's faster and often cheaper than renting a truck yourself.
Does Wayfair pick up furniture returns?
Wayfair arranges freight carrier pickup for large item returns, but you need to repackage the item and have it ready on the ground floor. For damaged or defective items, Wayfair may offer a refund without requiring a return. Contact their support team for specifics on your order.
Can I return a mattress I've slept on?
Yes. Most mattress brands with trial periods expect you to sleep on the mattress for a minimum break-in period (usually 30 nights) before initiating a return. Light use, body impressions, and normal wear are all acceptable. Major stains or damage may void the return — check the brand's specific policy.
How do I donate a mattress for a return?
Contact local charities (Goodwill, Salvation Army, Habitat for Humanity ReStore) to confirm they accept mattresses. The mattress typically needs to be clean, stain-free, and in usable condition. Schedule a drop-off or pickup with the charity, get a receipt or take a photo, and send it to the retailer to complete your refund.
