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Customer Service


FREE SHIPPING OFFER

For the benefit of our customers, CRISTAL MATERIALS, Inc. offers free shipping on any pre-tax order totaling $75.00 or more, via FedEx Ground. This shipping offer applies to all states within the contiguous United States, excluding Hawaii, Alaska, Puerto Rico, and other international destinations. For all orders less than $75.00, a flat rate of $12.99 is applied. This flat rate only applies to orders within the contiguous United States, excluding Hawaii, Alaska, Puerto Rico, and other international destinations. Unfortunately, we do not offer flat-rate or free shipping through UPS on orders totaling $75.00 or more.

Given the nature of foam materials, orders routinely require multiple boxes to package an entire shipment. CRISTAL MATERIALS understands this and does not place a cap on the number of boxes required to ship a full order. Whether one box is required or 50, if the single order totals more than $75.00, it ships for free. CRISTAL MATERIALS ships to any location across the globe, so for rates outside of the contiguous United States (“the lower 48″), call or e-mail us for a shipping quote.

For any additional questions about our shipping policy please Contact Us.

To Qualify For Free FedEx Ground Shipping:
Place a pre-tax order totaling more than $75.00
Ship to an address within the contiguous US

To Qualify For $12.99 Flat Rate Shipping:
Place a pre-tax order totaling less than $75.00
Ship to an address within the contiguous US

The shipping policy and listed rates apply exclusively to the shipping charge of a transaction. Certain products may carry an additional surcharge called an exemption charge that may be applied. An exemption charge is different than the shipping charge and does not make a product or order ineligible for free shipping. If a pre-tax order is placed that meets or exceeds the $75.00 threshold, the order will receive free shipping, though any exemption charges that may apply are still in effect. 

Individual product pages state whether a product is subject to a potential exemption charge. If an exemption charge applies to your order, CRISTAL MATERIALS will contact you to verify the charge and confirm your order. This charge is in place for competitive reasons. However, even in situations where the charge is applied, CRISTAL MATERIALS still offers the lowest prices on these foam products online.

See the following example of the application of an exemption charge:

Two (2) 15″ x 15″ x 72″ Shredded Memory Foam Bags priced at $44.99 apiece give you a pre-tax order of $89.98. Being greater than $75.00, this order qualifies for free shipping. As an item that carries a potential exemption charge, its product page states “NOTE: Product may be subject to a $15.00 exemption charge per bag shipped to the West Coast. This includes, but is not limited to: AZ, CA, CO, ID, MT, NM, NV, OR, TX, UT, WA, and WY. We will contact you if this surcharge applies to your order.” 

For the sake of the example, assume the charge will be applied. You will be contacted by CRISTAL MATERIALS notifying you of this fee before your order is processed and shipped. In this situation, the exemption charge is $15.00 per bag, which applies $30.00 to your two (2) bag order.

Order Breakdown:
Two (2) Shredded Memory Foam Bags: $89.98
Shipping on an order over $75.00 via FedEx Ground: FREE
Two (2) Bag Exemption Charge: $30.00
TOTAL: $119.98

Please feel free to Contact Us regarding any questions about this policy or affected products.

This shipping policy and listed rates apply exclusively to the website CRISTAL MATERIALS.

 


PRICE MATCH


If you find a competitor offering a product identical to one offered by CRISTAL MATERIALS at a lower price, we will match that price and beat it by an additional 10 percent! 

To qualify for CRISTAL MATERIALS’s Price Match, the pre-tax gross cost of the item must be less than the pre-tax gross cost of the corresponding CRISTAL MATERIALS product. The product price AND its individual shipping cost form its gross cost. Price matching is done on an individual basis for each product, not as the gross total of an entire order that includes multiple products.

If a competitor’s product is listed for $5.00 with $30.00 shipping, and CRISTAL MATERIALS offers the same product at $15.00 with $12.99 shipping, the gross cost of the competitor’s product ($35.00) is greater than the gross cost of CRISTAL MATERIALS product ($27.99). CRISTAL MATERIALS will not match the product price because the item’s true cost is made up for in the elevated shipping charge, resulting in a greater gross cost than CRISTAL MATERIALS, despite the lower product price. Buying from CRISTAL MATERIALS would still be saving you money.

If you find a product listed for $11.00 with $15.00 shipping and CRISTAL MATERIALS offers the same product at $15.00 with $12.99 shipping, the gross cost of the competing product ($26.00) is less than that of CRISTAL MATERIALS’s product ($27.99). CRISTAL MATERIALS WILL match the competitor’s gross cost in this case, as well as beat it by 10 percent for a pre-tax, cost of $23.40!

NOTE: CRISTAL MATERIALS only offers “Meet and Beat” pricing against other companies. CRISTAL MATERIALS will price match products found on other sites they own, but the individual shipping policy of that site must also be used in conjunction with the product’s listed cost. A 10 percent discount on a match is not offered for other sites owned by CRISTAL MATERIALS. Custom covers are exempt from price matching.

 


RETURN POLICY


You must have your receipt in order to make any warranty claims or returns. Your receipt is the packing slip that comes with your shipment. Products must be returned in factory condition and any changes to the factory condition of the product will void any warranty or return eligibility. This includes, but is not limited to: reshaping, trimming, tears, punctures, stains, and odors. The rules concerning returns are as follows: 

Exclusively for Memory Foam Mattresses and Memory Foam Toppers
Return Guarantee:
The Return Guarantee for delivered orders starts from the product’s shipping date, or invoice date for in-store pickups. Products must be returned in factory condition, and any changes to the factory condition of the product will void the Guarantee. This includes, but is not limited to: reshaping, trimming, tears, cracks, punctures, stains, and odors. If a product is shipped to a customer, and the return is shipped back to CRISTAL MATERIALS, the customer is responsible for the actual shipping costs, both to and from CRISTAL MATERIALS. If a product is shipped to a customer, and the return is made in-store at CRISTAL MATERIALS’s facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to CRISTAL MATERIALS, the customer is responsible for the cost of shipping to CRISTAL MATERIALS. If the product is purchased in-store, and the return is made in-store at CRISTAL MATERIALS’s facility, the product is subject to a 25 percent restocking fee. Refer to the specific product page for length of Guarantee.

Warranty:
The Warranty exclusively covers an increase in body impressions of 1-1/2 inches or greater, starting from the product’s shipping date, or invoice date for in-store pickups. After inspection and CRISTAL MATERIALS’s acknowledgement of product failure, defective products may be returned for replacement or repair. If a product is shipped to a customer, and the return is shipped back to CRISTAL MATERIALS, the customer is responsible for the actual shipping costs, both to and from CRISTAL MATERIALS. If a product is shipped to a customer, and the return is made in-store at CRISTAL MATERIALS’s facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to CRISTAL MATERIALS, the customer is responsible for the cost of shipping to CRISTAL MATERIALS. CRISTAL MATERIALS reserves the right to replace or repair the product with similar materials of equal or greater value that may not be an exact match to the original. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting. The Warranty will be void if the product is found to have been physically abused, damaged, soiled, infested, resized, or reshaped in any way. Warranty claims must be made by the product’s original purchaser. Refer to the specific product page for length of Warranty. 

Warranty Impression Evaluation:
CRISTAL MATERIALS’s Memory Foam Mattress/Topper Warranty covers an increase in body impressions of 1-1/2 inches or greater, respective to the duration of the product’s individual warranty length. Due to the nature of foam products, we must allow them to expand to full size before inspection for possible body impressions. 

If a mattress or topper is returned to our facility, we will place it on a flat surface for 24 hours, and then evaluate the presence or absence of a body impression 1-1/2 inches or greater. 

Please contact us with any questions regarding the evaluation of body impression Warranty claims. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting.

Exclusively for Latex Mattresses and Toppers
Return Guarantee:
The Return Guarantee for delivered orders starts from the product’s shipping date, or invoice date for in-store pickups. Products must be returned in factory condition, and any changes to the factory condition of the product will void the Guarantee. This includes, but is not limited to: reshaping, trimming, tears, cracks, punctures, stains, and odors. If a product is shipped to a customer, and the return is shipped back to CRISTAL MATERIALS, the customer is responsible for the actual shipping costs, both to and from CRISTAL MATERIALS. If a product is shipped to a customer, and the return is made in-store at CRISTAL MATERIALS’s facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to CRISTAL MATERIALS, the customer is responsible for the cost of shipping to CRISTAL MATERIALS. If the product is purchased in-store, and the return is made in-store at CRISTAL MATERIALS’s facility, the product is subject to a 25 percent restocking fee. Please note that due to the manufacturing process, minor imperfections are normal and do not affect overall performance of the latex foam. Latex’s pin-core perforations may fully extend through the product, or they may not. This is a normal result of the manufacturing process, and neither variation is to be considered a flaw or defective. Refer to the specific product page for length of Guarantee. 

Warranty:
The Warranty exclusively covers an increase in body impressions of 1-1/2 inches or greater, starting from the product’s shipping date, or invoice date for in-store pickups. After inspection and CRISTAL MATERIALS’s acknowledgement of product failure, defective products may be returned for replacement or repair. If a product is shipped to a customer, and the return is shipped back to CRISTAL MATERIALS, the customer is responsible for the actual shipping costs, both to and from CRISTAL MATERIALS. If a product is shipped to a customer, and the return is made in-store at CRISTAL MATERIALS’s facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to CRISTAL MATERIALS, the customer is responsible for the cost of shipping to CRISTAL MATERIALS. CRISTAL MATERIALS reserves the right to replace or repair the product with similar materials of equal or greater value that may not be an exact match to the original. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting. The Warranty will be void if the product is found to have been physically abused, damaged, soiled, infested, resized, or reshaped in any way. Warranty claims must be made by the product’s original purchaser. Please note that due to the manufacturing process, minor imperfections are normal and do not affect overall performance of the latex foam. Latex’s pin-core perforations may fully extend through the product, or they may not. This is a normal result of the manufacturing process, and neither variation is to be considered a flaw or defective. Refer to the specific product page for length of Warranty.

Warranty Impression Evaluation:
CRISTAL MATERIALS’s Latex Mattress/Topper Warranty covers an increase in body impressions of 1-1/2 inches or greater, respective to the duration of the product’s individual warranty length. Due to the nature of foam products, we must allow them to expand to full size before inspection for possible body impressions. 

If a mattress or topper is returned to our facility, we will place it on a flat surface for 24 hours, and then evaluate the presence or absence of a body impression 1-1/2 inches or greater. 

Please contact us with any questions regarding the evaluation of body impression Warranty claims. The Warranty only covers body impressions of 1-1/2 inches or greater. Issues the Warranty does not cover include, but are not limited to: normal softening, body impressions less than 1-1/2 inches, cracking, and/or splitting. 

For All Other Foam Products
Approved returns or exchanges must arrive at CRISTAL MATERIALS’s facility within 21 calendar days of the shipping or pickup date, or the time frame specified by the particular guarantee or warranty of the product.

All other foam products may not be returned for any reason other than what is stated below:

Incorrect Order: 
If you have received incorrect products in error, please contact us to return the order to CRISTAL MATERIALS so we may correct the mistake. CRISTAL MATERIALS will cover all ground shipping and handling charges. With all orders being unique, and many being customized, please contact us before making your return. It may only be necessary to return a single component rather than the whole order, saving you the hassle of repackaging the entire order, and allowing you to utilize the correct parts of the shipment while the situation is being rectified. The incorrect product must be placed in the mail before CRISTAL MATERIALS will issue an order correction. Products must be returned in factory condition. 
Mistake in Size: 
Please refer to our dimensional tolerance table listed below. If any product you order with specific dimensions is outside of the range specified, you may return the product, in factory condition, for a refund or exchange, and CRISTAL MATERIALS will cover all ground shipping and handling charges. Note that each tolerance is respective to an individual dimension of the product, not a total sum of all dimensions. Please contact us before making your return; it may only be necessary to return a single component rather than the whole order, saving you the hassle of repackaging the entire order, and allowing you to utilize the correct parts of the shipment while the situation is being rectified. The incorrect product must be placed in the mail before CRISTAL MATERIALS will issue an order correction. 

NOTE: If an order correction is issued, CRISTAL MATERIALS will use standard FedEx Ground shipping.

width tolerance of ± 1″.
**NOTE: Draft and Door Stoppers can be considered Comfort & Support Items.
***NOTE: Custom projects involving labor without a design fee are typically hand-cut.
****NOTE: Custom projects involving labor with a design fee are typically machine-cut. 

Immediate Defects: 
If your order is correct and within the acceptable size tolerance range, but contains an immediate factory defect, it must be returned as originally received, and be in CRISTAL MATERIALS’s possession within 21 calendar days of the product’s ship or pickup date to make a return or exchange. The customer is responsible for the actual shipping costs, both to and from CRISTAL MATERIALS.

Authorized Return: 
If a return is authorized without CRISTAL MATERIALS being at fault, the product is subject to a 25 percent restocking fee, and the customer is responsible for the actual shipping costs, both to and from CRISTAL MATERIALS. For a return to be authorized, the product being returned must be in factory condition. Custom-cut products are non-returnable. 
Authorized Exchange:
If an exchange is authorized, the customer is responsible for the actual shipping costs, both to and from CRISTAL MATERIALS. For an exchange to be authorized, the product being returned must be in factory condition. Custom-cut products are non-exchangeable. 

Foam Scent:
Occasionally, brand-new foam products will carry a “factory-fresh” scent; a result of the close proximity with which bulk foam materials are stored and shipped before arriving at our facility. This is typically only present in new foam materials that have recently been manufactured into the product you ordered. In a sense, a foam scent when you first receive your order is a confirmation that you’ve received a brand-new, top-quality foam product, made to your specifications.

That factory-fresh scent dissipates in products over time, when given the opportunity to air out. Most people find the scent disappears somewhere within a two-week period, sometimes only after a day or two, while others never notice a scent at all. It is important to note that a foam product with a factory-fresh scent is not defective, damaged, or of inferior quality in any way. For this reason, a foam scent is not grounds for or eligible for an authorized exchange. As a factory-fresh scent is a result of normal manufacturing processes and not a defect or flaw, a standard product may be returned without CRISTAL MATERIALS being at fault as an authorized return. The product is subject to a 25 percent restocking fee, and the customer is responsible for the actual shipping costs, both to and from CRISTAL MATERIALS. For a return to be authorized, the product being returned must be in factory condition. Custom-cut products are not returnable or exchangeable.

 


MAKING A RETURN


1. All products must be accompanied by a receipt in order to make warranty claims or returns. Your receipt is the packing slip that comes with your shipment. Approved returns or exchanges must arrive at CRISTAL MATERIALS’s facility within 21 calendar days of the shipping or pickup date, or the time frame specified by the particular guarantee or warranty of the product.

2. Please call us with your name, invoice number, date of invoice, and the date you will be returning the product.

3. Once your return has arrived at our facility, please allow 10 to 15 business days for your return to be processed. 

Customer is responsible for shipping to and from CRISTAL MATERIALS in the following case:
Returning defective foam before its warranty ends. Please also note that some items may cost more than $100.00 to return. 

CRISTAL MATERIALS does not offer expedited shipping, at our cost, for any reason.

NOTE: CRISTAL MATERIALS, Inc. is not responsible for lost or misdirected returns. For your protection, please insure all returns.

 


 

TERMS / DISCLAIMER



IMPORTANT: Upon receipt of your package(s), it is vital to open them as soon as possible. Contents are tightly packaged for shipping purposes, and may experience deformation or damage if left unopened for more than 14 days.

Price, Shipping, & Availability changes: Prices, shipping, and availability are subject to change without prior notice. We reserve the right to make changes to our site, services, and/or products without notice. This may be due to market conditions, discontinuation of products, typographical, photographic, or technical errors on our website. If you have ordered a product that is subject to a price or shipping increase, we will hold your order and inform you of the increase before it ships.

Address Match: With regards to credit card orders, please be sure your bill to and ship to address matches what is on file with your credit card company. Invalid address information may delay your order.

Delayed/Late Shipments: Customer takes on full liability for safety and validity of delivery address given to us at the time of purchase. CRISTAL MATERIALS will not pay any forwarding costs on shipments.

Product Suggestions: Any suggestions made by CRISTAL MATERIALS and its employees regarding product suitability should be taken as such – a suggestion. CRISTAL MATERIALS and its employees will make a full effort to suggest the most appropriate product or products for a described application, but these suggestions should not be considered a guarantee of complete performance in a given application. Suggestions must be taken with the understanding that every space and application contains a unique set of variables that may impact the end-performance of products.

Typographic, Photographic & Technical Errors: Although we try our best to make our website 100 percent accurate, on occasion errors and inaccuracies occur. If you encounter an error or inaccuracy, please Contact Us about the mistake so that it can be corrected.

Warranty Disclaimer and Limitation of Liability: CRISTAL MATERIALS, Inc. will not have any liability to anyone for incidental or consequential damages or any other liability, loss or damage arising out of or related to our products, even if CRISTAL MATERIALS or an authorized representative of CRISTAL MATERIALS has been advised of the possibility of such damages. Unless otherwise specified, all products are sold as is, and no warranty will be made concerning the performance of our products. CRISTAL MATERIALS does not warrant that this website or the server that makes this website available is free of viruses or other harmful components. This disclaimer by CRISTAL MATERIALS does not in any way affect the terms of a manufacturer’s warranty should there be one. In no event shall CRISTAL MATERIALS, Inc.’s total liability to you for any and all damages, losses and causes of action (whether in contract, tort [including, but not limited to, negligence] or otherwise) exceed the amount paid by you, if any, to CRISTAL MATERIALS for the specific merchandise at issue.