How do returns works? What is Liquidonate?

All orders made directly through our Tuft & Needle website will be processed by our partners at Liquidonate! Use this link HERE to start the process.

Generally, if your product has been opened, Liquidonate will provide guidance on donating it locally. If the product is unopened and still in its original packaging, Liquidonate will send a pre-paid shipping label or help facilitate a free pickup.

Once Liquidonate receives your request, they will send an email to the email address on file with the next best steps for your return.

Please note: our return policy allows for one return or exchange per 12 months.

What to expect with each process:

Donation (opened mattresses & furniture):

LiquiDonate will send you an email confirmation that the return request has been received. The return will then be submitted for donation to LiquiDonate’s nonprofit network.
Within 5 business days, you will receive an email that a pickup has been scheduled with an organization in Liquidonate's nonprofit network, and that you can expect to receive an email regarding pickup details from a logistics provider shortly.
You can expect 2 pickup reminder emails and one final reminder via SMS from the logistics provider ahead of pickup.
Once the return label has been scanned (in transit) by the carrier, the refund will be processed; a final refund confirmation email will be sent from LiquiDonate.

FedEx Call Tag Pickup (Unopened mattresses & furniture):

LiquiDonate will send you an email confirmation that the return request has been received.
Within 5 business days, a second email will be sent to you stating that the return has been approved. Within the email will be the FedEx confirmation information with a shipping label to be applied to your box.
The return will be fulfilled via Call Tag Pickup (meaning FedEx will pick up the item from your front door).
Once the label has been scanned (in transit) by the carrier, a refund will be processed; a final refund confirmation email will be sent from LiquiDonate.

Return label (soft goods):

LiquiDonate will send you an email confirmation that the return request has been received.
Within 2 business days, you will receive a second email from LiquiDonate with a shipping label for download.
You will drop the item off to be shipped back to either the nonprofit (opened items) or our Tuft & Needle plant (unopened items).
Once the label has been scanned (in transit) by the carrier, a refund will be processed; a final refund confirmation email will be sent from LiquiDonate.

Who do I contact if I have questions about my return:

For things such as not receiving a return label, a scheduled pickup not occurring, or never receiving confirmation of a submitted return request, please reach out to support@liquidonate.com.

If you can't find your Tuft & Needle order number, your order isn't popping up when you search in the Liquidonate link, or your refund hasn't been processed after a completed return, please contact support@tuftandneedle.com.