While We’re Away: Self-Service Help
Our Customer Care office is temporarily closed
Our team is away from Friday, September 25 through Monday, October 5 and reopens Tuesday, October 6. Responses may be delayed beginning Thursday, September 24.
If you have already contacted us, your message is safely in our queue—there is no need to resend it. We will work through messages as quickly as possible when we return.
Orders and delivery
How can I track my order?
Use the tracking link in your shipping-confirmation email for the latest delivery updates.
How do I request an order cancellation?
Open your order-confirmation email and select View your order. Sign in with the six-digit code Shopify emails you, then select Cancel items on an eligible order. You may request cancellation until an item is fulfilled. Requests require approval and do not cancel the order automatically.
How do I request an address change?
Reply to your order-confirmation email with the correct address and “URGENT ADDRESS CHANGE” in the subject line. Address changes are not guaranteed once an order has entered fulfillment.
How do I submit a Shipping Protection claim?
All claims for lost, damaged, or stolen packages must be submitted through our Shipping Protection Claims Portal. If your claim is covered by Shipping Protection, return shipping is free.
Returns and warranty
Product help and shopping resources
- Customer support and product resources
- General FAQs
- Trend Duo FAQs
- Slim Twin FAQs
- Replacement parts
- Find a retailer
What happens after we reopen?
We reopen Tuesday, October 6 and will respond in the order messages were received, with urgent order-change and safety messages flagged for priority review.