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We want you to love your Zenbivy sleep system, so we make returns and exchanges as simple as possible.


Return Policy

You may return items for up to 14 days after delivery for a full refund, less the original shipping fee. 

Returned items must be unused, with tags attached, and in the same new condition in which you received them. Please return all included accessories (such as a repair kit or mesh storage sack) and all original packaging elements with the item.

Customers are responsible for return shipping. We strongly urge opting for tracking as Zenbivy is not responsible for any lost or damaged packages.

Any returned item that is not received in its original condition or is damaged, dirty, or missing parts for reasons not due to our error will not be accepted for full refund. At this point, we will be in touch with your options for partial refund or return.

Items outside of our return policy may only be accepted for exchange and the item must be new/unused. Please contact us prior to returning your item if you are outside our return window.

Sale items are eligible for return/exchange unless marked as FINAL SALE.

If an item arrives to you damaged or defective, please notify us within 14 days after delivery.

Making an Exchange

When making an exchange, there are two options:

  1. Purchase the new item now on a separate order and return the existing item for refund. This gets you your new gear faster, but your card is charged for both orders during the transition.
  2. Return for exchange. *Please note on your return request the item(s) you would like to exchange for. Once we receive and process your return, we will email the exchange order to you with an invoice/refund for any price difference. You then verify and complete the replacement order.

To ensure you get your preferred style for the exchange, we recommend the first option as we do not hold stock to fulfill exchanges and cannot guarantee your preferred style will be in stock at the time we receive & process your return. 

Submit a Return Request

Follow the instructions below to initiate a return/exchange. Please review our full return policy before submitting your return request.

1. Log in to your customer account. Enter the email address associated with your order and click continue. A 6-digit verification code will be sent to you via email. 

2. Once in your customer account, click on the order containing the item(s) you want to return. 

3. Click "Request Return" and select the items you will be returning. You must choose a return reason from the drop down selection for each item. If needing to exchange, please leave a note on the item: "Exchange for (size/color/style)"

4. Once complete, submit the return request. You will receive a follow-up email once your return request has been reviewed. 


Processing Time

Most returns are processed within 3-6 business days from date of arrival at our facility but please note that it can take up to 2 weeks.

Once your return has been processed and approved, you will receive an email with confirmation that your refund has been issued. The credit will be applied to your original method of payment within 7 business days.

If you have not received your refund within 7 business days of us issuing it, please check with your bank. There is often some processing time before a refund is posted. Otherwise, email us at


Refusing Packages Upon Delivery

If a package is voluntarily refused upon delivery it will be returned to us and processed as a return. The customer is responsible for any associated return shipping costs involved. We will not know the total fee until the package has arrived back at our facility. Once the order has been received and processed by our Returns Team, we will issue the full refund less the original shipping fee and any associated return costs.