Shipping and return

Shipping and return

Free shipping!

Enjoy free shipping on all orders!

Tracking Your Order

You will receive a tracking number by email once your order has been shipped. A will be assigned to ship your order. You will be able to track it online on the carrier’s web site using your tracking number.

The mandated carrier might communicate with you to schedule a delivery appointment.

Carriers:

YRC Freight
Robert
Fastfrate
Fedex

Receiving Your Order

Delivery location

The merchandise will be delivered in front of your house/office. Beyond this point, you are responsible of any further transport of the merchandise. The service does not include the unpacking and assembling of the products.

Signature

It is possible that a signature is required upon delivery and will constitute Proof of Delivery. Upon delivery please inspect all items. Please note any damage to the items or packaging on the delivery receipt. If refusing delivery due to damage, please note “Delivery refused due to damage” on the receipt. Additional charges may apply for special delivery requirements or extraordinary delivery conditions. If you receive an order damaged but you accepted the delivery, the product damage policy will apply.

Small Parcel

Signatures are not required for Small Parcel deliveries, but the decision to leave your package will ultimately be at the discretion of the delivery carrier.

Big Boxes

Some big boxes can be relatively heavy. To facilitate the manipulation of the boxes, we suggest that you be assisted by at least 2 people to move the boxes inside your house. You can get the dimensions of all the boxes online.

Away at the Time of Delivery

The delivery carrier is free to decide whether they should leave the package at your door or take it to the nearest delivery center, in which case they’ll leave you a card telling you where to pick up your order.

Cancel or Modify Your Order

If you make a request and your order has already been shipped, no cancellation or modification can be done. In this situation, please refer to the Return Policy.

However, if your order has not been shipped:

  • To cancel or modify your order: Quickly contact our customer service team at 1-888-823-7827 or send an email at service@bestar.com
  • To modify the shipping address: Quickly contact our customer service team at 1-888-823-7827 or send an email at service@bestar.com

Mattresses

All mattresses are final sales once they are shipped. No request for a return or a refund will be accepted, regardless of the condition of the mattress.

Delivery Throughout the U.S. and Canada

Bestar can only deliver products within contiguous United States and Canada.

Bestar cannot ship to Alaska, Hawaii, Puerto Rico, PO Boxes, APO or FPO addresses, islands, remote areas and international.

Product Damage / Wrong Item Policy

  • Your merchandise has been carefully checked and packaged before leaving our warehouse. However, if you find an error or an item missing from your order, contact our customer service experts for information about the procedure to rectify the situation.
  • You can also write at service@bestar.com with the part ID number and we will send a replacement at no charge:
  • Provide damaged, defective or wrong item pictures;
  • Describe the problem (include part numbers that are available in the assembly manual);
  • Provide the order number;
  • Provide the shipping address.
  • If you decide to refuse the replacement parts, refer to the Return Policy.

You have 30 days to report damaged, defective, missing or wrong items from the delivery date.

Return Policy

It is important to us that our customers are fully satisfied with their online purchases. Therefore, we make the return process easy for you.

To qualify for a refund, an item must meet the following criteria:

The order was shipped within the last 30 days (as evidenced by the Shipment Date Confirmation)

  • The product is in the same condition as when you received it: unassembled and it is in its original packaging (boxed and sealed, with all components and the assembly guide).
  • The goods on sale are not exchangeable. Bestar only does refunds. If you wish to exchange a product received, simply follow the Return Policy for a refund and then place a new order.
  • Bestar did a lot to display the colours of its products sold online as accurately as possible. However, since computer screens and settings vary, Bestar cannot guarantee that the colour displayed on your screen will be exactly the color of the product. Therefore, no return will be refunded for this reason.
  • All merchandise returned without a return request duly approved by Bestar will be refused.
  • Mandatory return fees, corresponding to 20% of the value of the merchandise and covering shipping costs, will be withheld from the refund.
  • To ensure the above criteria have been met, all merchandise submitted for a return will be inspected. If a product does not meet the listed criteria, Bestar reserves the right not to process the return and refund of the product.

Refund Process

  • Fill the Product Merchandise Return Form with every evidence required (pictures, shipping confirmation, order number, etc.)
  • A member of Bestar’s customer service team will contact you within 48 hours, on business days, to process your request.

Once the return request is approved, it might take up to 14 business days to process your refund.

Missing or Damaged Parts?

Call our customer service at 1-888-8BESTAR and keep the assembly instructions on hand when calling. Our experts will be pleased to answer all of your questions and quickly ship what you need to complete the assembly.

You can also email us at service@bestar.com or simply fill out the Parts Order Form.