Ace Hotel Mattress

We offer a 30-day free return policy, which means you have 30 days from the date of purchase to request a return or refund.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition as when you received it — unworn, unused, with tags, and in the original packaging . You will also need to provide a receipt or proof of purchase.

How to Start a Return

To initiate a return, please visit our Returns & Refunds Center. You'll need your order number and the email address used during purchase. Once your return is accepted, you'll receive detailed instructions on how and where to send your package.

For any return-related questions, feel free to contact us at info@familyshopolf.com .

Damaged, Defective, or Incorrect Items

Check your order upon arrival. If your item is damaged, defective, or incorrect, contact us immediately so we can resolve the issue promptly.

Non-Returnable Items

We do not accept returns on the following products:

• Hats and hair accessories
• Corsets, bras, underwear, baby and toddler underwear
• Children's shoes
• Toiletries and personal care products (e.g. cosmetics)
• Custom-made or personalized items
• Out-of-season tailored items
• Products shipped from international warehouses

Please contact us if you are unsure whether your item qualifies for return.

Exchanges

The fastest way to get the product you want is to return the current item and place a new order after your return is accepted.

Return Shipping

Return shipping is 100% free. Once we receive and inspect your returned item, we will notify you of the approval status. If approved, the refund will be processed automatically to your original payment method.

Please allow your bank or credit card provider 7–10 business days to complete the refund process.

By placing an order with Family Shopolf, you acknowledge and agree to all our shipping, return, and refund policies, as well as our terms and conditions.

Parcel Processing Time

We ship orders to all US states and territories, as well as 100 other countries. All orders are processed within 1-3 business days from the date of order (Monday-Friday). Once your order is shipped, you will receive a shipping confirmation email that will notify you of the carrier and the shipment tracking number.

If we have a large volume of orders, delivery may be delayed for several days. Please allow additional days in transit for delivery. Some items (such as cashmere coats) are handmade (this is indicated on the product page), and the shipping time can be extended from 7 to 10 days. If the delivery of your order is significant, we will contact you by email or phone.

Delivery Methods

Delivery is carried out in two ways:

1. By regular mail.
2. By courier to the specified address (to the door).

Estimated Delivery

Estimated delivery time for the USA and Canada from a warehouse in the USA is 3-5 business days*.

The actual duration of delivery depends on the availability of stock in the local warehouse, and if necessary, the product will be dispatched from the nearest international warehouse.

The estimated international delivery time ranges from 3 to 12 business days*. However, to account for potential delays and issues during transit, customs, and COVID-19 restrictions, we guarantee delivery within 60 business days.

During peak sales season, it may take a little longer for your parcels to arrive, we thank you for your patience. Please go to your account to track your order.

Shipment Confirmation & Tracking

Once your order has been shipped, you will receive a delivery confirmation email containing your tracking number(s). Tracking number will be active within 48 hours.

Customs, Duties and Taxes

Family Shopolf is not responsible for any customs duties or taxes that apply to your order. All fees charged during or after delivery are the responsibility of the customer (tariffs, taxes, etc.).

Shipping and Warranties

Invalid Shipping Address: We are unable to ship domestically and/or internationally to P.O./APO/FPO boxes.

Risk of Loss: All products purchased from the website are transported and delivered to you by an independent carrier not affiliated with, or controlled by, Family Shopolf. Title to the products purchased on the website, as well as the risk of loss for such products, passes to you when Family Shopolf delivers these items to the carrier.