Customer Care

Ordering Information

How to order
Online (24 hours a day, 7 days a week): Ordering online is safe, easy and convenient. Once you have decided upon a product or products, simply click on the "buy now" button. When you are through shopping, fill out all billing and shipping information and then submit your form.

Phone toll-free 877.268.1026 or 510.559.8440 (Weekdays 9 a.m.- 5 p.m. MTS): Our customer service agents are available to answer any of your order or product questions. If you need assistance outside of the hours listed above, please leave a detailed message and we will return your call within 24 hours.

Fax 510.848.5051 (24 hours a day, 7 days a week): Please include phone number, fax number and e-mail address on all faxes so that we can confirm receipt of your order. Please remember to add the appropriate shipping and handling and sales tax charges.

Mail
Earthsake
2332 Fourth Street Suite D 
Berkeley, CA 94710
To place your order by mail, include your completed order form with product numbers, styles and quantities. Also include a credit card number, personal check or money order payable to: Earthsake for the total amount of charges including shipping and handling, gift wrapping fees, oversize charges and sales tax if applicable.

Email
Online Customer Service: info@earthsake.com

Phone
1-877-268-1026

Sales Tax
Orders placed online that are to ship within California will be charged the appropriate sales tax. Phone, fax and mail orders shipped within California must also apply appropriate state sales tax.

Cancellations:  earthsake will gladly cancel your special order within 3 days from date of purchase.  Any item requiring special ordering including furniture, bedding or mattresses is not returnable.  Wood is a natural material and can vary in color and grain. Organic Cotton, wool, and latex are natural materials that can vary in color as well.  ETA's are approximate and are subject to change.

Free Local Pick-up
We offer free local pick-up of our regularly stocked products at the Earthsake store on 4th street or at our warehouse at 2332 4th Street, Suite D in Berkeley. Customers who want local pick-up will be contacted by phone or email once the product arrives in our warehouse or store. The product must picked up at the Earthsake warehouse or store within 10 days of contact to avoid additional storage fees. After the 10th day, for mattresses and furniture items we charge a daily storage fee of $20 per day until the mattress or furniture piece is picked up from our warehouse either by the customer or delivery service.

Shipping and Handling
Shipping is calculated online using a direct link to the service chosen. Our preferred service is USPS or UPS Ground. For Standard or Ground shipping please allow 7-10 business days (excludes weekends and holidays) for delivery. 15-30 days for items out-of-stock, made-to-order or non-standard sizes.  Rush shipments are picked up Monday - Friday (excluding holidays) in accordance with our shipping partners daily pick-up schedules for small business. Our shipping partners will not let us alter this schedule. As such, in-stock Rush Shipment orders received after 3pm PST,  weekends, or holidays will go out on the very next business day.   Products damaged during shipping are covered & handled by the shipping carrier.  

Large and oversize items such as mattresses, boxsprings and bedroom furniture require special shipping rates. Please email or call the Earthsake customer service department for rate quote. All services are provided by a third party shipper/delivery team or freight carrier.  Choose the service that best fits your needs.  Delivery rates are based on mattress size and service level and may incur additional fees. These are not earthSake fees.  Any flat rates quoted on our website cover the level of service rendered upon delivery but do not account for additional fees or freight carrier charges related to hard to reach geographic locations or those that require special tolls, surcharges or rates that are only provided by the shipping carriers after all order information on the shipment size/weight is collected and properly quoted by zip code and physical street address.  We will order the maximum level of delivery services available for your area through our delivery broker based on your choice and refund you for any service not available - if delivery provider charges earthsake more than what you paid earthsake - we will pass along the additional charges to you as required.   Please Note that SILVER (Threshold) and Local Delivery Services (within 50 miles of Berkeley, CA) do not include removal of boxes/packaging unless specified and paid for at the GOLD or White Glove Delivery Rates published on our website.  Rush Deliveries are also not White Glove (GOLD) delivery unless specified and paid for at the (GOLD) White Glove Delivery Rate.    If you place an order for large and oversized items, or additional fees are discovered/assessed by the broker you will be contacted with a special rate quote.   If the quote is requested and provided ahead of production the orders will not be processed without customer approval of special shipping costs.   Rates, ETA's are approximate and subject to change.   As with any delivery service - storage of your products is not included and your mattress/furniture may be returned at your expense if you do not accept delivery within 10 days of being contacted for delivery. 

Threshold deliveries are done to the door as UPS/FedEX/USPS deliver to you now without an appointment or inside delivery service.  Tracking will be provided.   White Glove / Inside deliveries with home delivery appointment must be completed within 10 days of being contacted for delivery appointment to avoid storage fees of at least $10 per day and up to $20 per day (actual fee depends on delivery carrier storing the product until delivery is made).                 

UPS & USPS Services:
UPS ground service is our primary service. 2nd day and Overnight service is available at additional cost and shipped out Monday - Friday (excluding holidays).  Cost for rush shipments will vary based on dimensional weight and type of service. Shipping charges are directly linked + provided by UPS &  USPS and can be accessed on the Earthsake "your shopping cart" page. Zip code must be entered. If no charges appear, please email or call for special rate.

Methods of Payment
Earthsake accepts only MasterCard, Visa, American Express, and Discover credit cards. Sorry, no checks for web orders.

Gift Certificates
Gift certificates are available for purchase online. Order a Gift Certificate to be sent via email or regular mail. Gift Certificates can be redeemed anytime online or at our store with no expiration date!

Guarantee
We want you to be completely satisfied with every purchase you make with us. Most items on our website are unconditionally guaranteed for 30 days*.   After 30 days, all product gurantees and return decisions are made by our manufacturers/suppliers and it is best to directly contact the manufacturer found on the product's manufacturing label.  

RETURN POLICY on ALL BEDDING:  Earthsake can not accept ANY returns or exchanges on bedding items, due to state health code laws, standards, & safety precautions.  We will still accept returns on normal items other than bedding, within 30 days from purchase.  As always, mattresses & furniture are non-returnable/non-refundable.

To unconditionally return any other item to us within 30 days of receipt, ship it back to us via insured mail or UPS*.  We will gladly refund the cost of the item. Returns may incur a restock fee of up to 25%.  Please fill out the return information on the packing slip and include it in your package. Postage and handling charges are not refundable for returns. Customer is responsible for all shipping charges.

*Please note: bedding, mattresses, boxsprings & foundations are non-refundable, inquire into our one-time comfort layer exchange program (90 day Comfort Guarantee). Furniture is not returnable or refundable.  All Furniture Warranties should be handled directly with the manufacturer of the product.  Wood is a natural material and can vary in color and grain. Organic Cotton, wool, and latex are natural materials that can vary in color as well.  All product guarantees, warranty and return decisions for furniture, bedding, mattresses, boxsprings & foundations are made by our manufacturers/suppliers and in some cases it is best to directly contact the manufacturer found on the product's manufacturing label.

90 Day Comfort Layer Guarantee (For Zippered Latex Layer Mattresses Only)
A one-time comfort exchange for a different mattress layer firmness of the same size by the manufacturer.  This is done via the internal layer of the same size depending on manufacturer.  Valid receipt required for exchange. Customer pays the price difference and all shipping charges related to the layer exchange.  "one of a kind", custom sizes, floor models, samples, non-latex layer mattresses, and warehouse sale items are excluded.  

20 Year Mattress Warranty
All mattresses come with a standard 20-year mattress manufacturer's warranty covering any manufacturing defects. They are also insured to cover any damages caused during a home delivery. Once signed by the receiving party, the responsibility of proper care is yours.  Warranty coverage is provided by the manufacturer indicated by the Registry number on the mattress law label. earthSake is the white label brand & retailer – not the manufacturer.  Specific details are provided on each mattress page,  at the time of purchase, and again upon delivery of your mattress.   You can view some of the most up-to-date details here:   20 year Mattress Warranty Details and Care Instructions.

For All Returns and Exchanges
Please note that bedding, mattresses, boxsprings & foundations are non-refundable and Furniture is also not returnable or refundable.  Contact us regarding mattress layer exchanges and we will coordinate with the manufacturer responsible.  Returns for all other items will be accepted within 30 days of the invoice date (items are invoiced as of the shipping date). Return merchandise must be in new, saleable condition and include the original packaging. Returns may incur a restock fee of up to 25% depending on the condition of the returned product.  Postage and handling charges are not refundable for any returns. Customer is responsible for all shipping charges.

Please send returns and exchanges using an insured and/or traceable service to:

Returns Department
Earthsake
2332 4th Street Unit D
Berkeley, CA 94710

Pricing Disclaimer
All pricing is subject to change without notice. For all prices, products and offers, we reserve the right to make adjustments due to changing market conditions, product discontinuation, manufacturer price changes, errors, closeouts, specials and other extenuating circumstances. Pricing changes often occur daily. We make every effort to ensure the accuracy of the pricing on this web site. However, as humans we may error. All pricing is for the actual time of your purchase, we unfortunately can not honor lower price request if the price was lowered at a different time.

Swatches/Samples:  Although fabric swatch samples for linens are available for a 3-day loan from the retail shop (not online), the fee is refunded upon your linen purchase.  If the swatch is not returned to the store within 3 days you are charged the full price of the swatch which varies based on the fabric you have taken out of the store.   You are refunded the cost of the swatch upon purchase (it is applied toward your purchase).  Fabrics are not free (even to retail stores that have them) - we are charged by the manufacturer of the fabric and it is important to have them in the store for all customers to touch feel/compare and contrast while at the store.  We encourage you to take pictures of swatches/samples at the store or bring in to the store whatever you are trying to match up.  That way everyone has an opportunity to see and feel the swatches when they come in and it doesn't hurt our small family business to be without them.  If you are not local or able to get to our store - simply purchase a small pillowcase or washcloth if you'd like to make a comparison at home.  You can return the item for a full refund if it doesn't work as per our 30 day return policy.

Privacy Policy
Click here for our complete privacy policy.

Security
Providing a secure site is essential for your peace of mind and trust in Earthsake. We have installed the latest encryption software conforming to the Secure Socket Layers (SSL) protocol to safeguard all of the information you send to us.

Contacting Customer Service
email: info@earthsake.com or call 1-877-268-1026