Introduction

I once spent 27 minutes trying to re-pack a memory foam mattress into a box that definitely wasn’t the same size it was shipped in (yes, I’ve tried sitting on it to compress it—don’t judge me). And because the brand didn’t offer a pickup, I ended up calling FedEx Office asking how much it would cost to ship something that weighed 68 pounds. Spoiler: too much.

Compare that with Costco: last year alone I made nine Costco returns—including one mattress—and the experience was shockingly smooth. No arguing, no restocking fees, no weird rules about original packaging. Still, the mattress return part was confusing because Costco uses a mix of in-warehouse returns, courier pickups, and third-party vendor labels. One of my labels even said “Return Service Requested”, and at the time I had no idea what that meant or whether it affected my refund.

So if you’ve ever bought a mattress from Costco—or are considering returning one—this guide breaks down everything: pickup scheduling, how returns really work, timelines, shipping label details (including what does return service requested mean), and how to avoid the hassles entirely.

---

What Costco’s Mattress Return Policy Really Allows

Quick overview: costco mattress return policy
Costco lets members return mattresses at any time—with no restocking fees, no original packaging required, and no questions asked. For large items, Costco arranges free pickup or exchange, which can save $50–$120 compared to coordinating your own courier for a mattress return.

---

Costco is famous for its generous return policy, officially called their Risk-Free 100% Satisfaction Guarantee. Mattresses fall under the “major appliances and large items” category, which Costco handles with special logistics support.

What you can return

• Memory foam mattresses

• Hybrid mattresses

• Spring mattresses

• Mattress-in-a-box

• Adjustable base bundles

• Mattress toppers

What Costco DOESN’T require

• Original plastic wrap

• Original box

• Keeping the mattress compressed

• A specific number of days of use

What Costco DOES require

• You must be the purchasing member

• Mattress must be in reasonable condition (not destroyed)

• You must bring it to the warehouse OR arrange pickup

Here’s where it gets interesting…
Costco doesn’t rely on UPS or USPS for mattress returns. They use specialty carriers or third-party vendors, which is why some return labels include “Return Service Requested”—it directs the courier to send the item back immediately if delivery fails.

---

How to Return a Costco Mattress 

This is the required “before Closo” section.

Step 1 — Go to Costco Returns Online

Visit: costco.com/returns

Select your mattress order, choose:

• refund

• exchange

• or replacement

Step 2 — Choose Return Method

Your options depend on the vendor:

• Warehouse return (bring it back yourself—hard but possible)

• Free pickup (most common)

• Third-party courier return (for brands sold through Costco.com)

Step 3 — Prepare the mattress

Costco does NOT expect you to compress it again. You only need to:

• remove bedding

• make sure it's accessible

• ensure the area is clear for pickup

Step 4 — Print or receive the return label

If it’s vendor-shipped, the label might include:

• UPS Freight

• FedEx Freight

• XPO Logistics

• CEVA

• Pilot Last Mile

• or other large-item carriers

This is where I saw “Return Service Requested” printed.

Step 5 — Schedule Pickup

Carriers typically give:

• 4–6 hour window

• confirmation email

• possible call-ahead

Step 6 — Pickup Happens

The driver may:

• wrap the mattress

• lift it out

• scan the label

• load it

• leave a pickup slip

Step 7 — Refund Processing

Refunds usually take:

• 3–7 days after pickup

• faster if processed in-warehouse

---

My First “Return Service Requested” Mattress Label

Back in March 2024, when I returned a Novaform mattress, the label said “Return Service Requested.” At first I thought it meant I requested the return (yes, really). I later learned the return service requested meaning is that the carrier will immediately send the item back to the merchant if delivery fails—no forwarding, no delays, no holding.

This actually sped up my refund by four days, because the carrier attempted pickup once, couldn’t reach my apartment gate, and instead of waiting, immediately routed the mattress back to the warehouse.

---

Common Issues Shoppers Face With Costco Mattress Returns

Now the tricky part…
Even with Costco’s generous policy, returning a giant mattress isn’t always smooth.

1. Pickup delays

Some carriers reschedule at the last minute (happened to me twice—once in 2023, once in 2024).

2. Communication gaps

You may get:

• a tracking number

• no tracking

• or multiple conflicting emails

3. Large return windows

Some vendors take 7–10 days to coordinate pickup.

4. Packaging optional—but confusing

Costco says you don’t need packaging, but some carriers still ask you to wrap the mattress (I had to use a cheap Amazon mattress bag).

5. Label confusion

Labels may include:

• “Return Service Requested”

• “Do Not Forward”

• “Freight Only”

6. Carrier mismatch

Costco uses XPO, CEVA, Pilot, FedEx Freight, not standard UPS/USPS/Happy Returns.

7. Multi-step verification

Some third-party brands require:

• photo

• reason for return

• proof of defect

Here’s what most shoppers don’t realize…
You don’t always need to ship returns at all.

---

Modern Return Alternatives Are Changing Everything

Over the past year, new return options popped up that avoid most of these headaches — especially ones that skip shipping entirely.

---

A Modern Alternative — Local, Box-Free Returns

Closo offers a local drop-off option for brands that support it, letting you return items without:

• labels

• boxes

• scheduling a pickup

• coordinating with freight carriers

• worrying about “Return Service Requested” wording

How Closo Works (Objective Description)

• 30-second drop-off

• no packaging

• instant confirmation

• returns handled by vetted local sellers

• faster refund initiation

• significantly greener than freight shipping

Compared to arranging a mattress pickup, local drop-off is easier for smaller bedding items (toppers, pillows, protectors, mattress pads).

---

Why Many Shoppers Prefer Using Closo

• No printer

• No packaging

• No waiting for freight carriers

• No pickup windows

• No label confusion

• Refunds are often 2–3× faster

• No fees

• No “return service requested” complications

My Experience

I used Closo in August for a bedding return and the refund hit in 48 hours. Honestly, I don’t know why some retailers still force us through freight shipping when better tools exist.

---

Costco Mattress Pickup vs Local Drop-Off

---

People Always Ask Me: “How long does it take to return a mattress to Costco?”

Usually:

• 1–2 days to schedule

• 1–7 days for pickup

• 3–7 days for refund

But I’ve had one take 11 days (carrier backlog).

---

One Question I Get Constantly: “Do I need the original box?”

No.
Costco does NOT require original packaging for mattresses.

---

A Common Thing Shoppers Wonder: “What does return service requested mean on my Costco label?”

It means:

• the carrier will immediately return the item if undeliverable

• no forwarding

• fewer delays

• faster refund

This is the official return service requested meaning.

Not all brands support Closo yet. If the retailer you’re returning to doesn’t offer it, you’ll need to use the standard return process — though many shoppers now ask brands to add Closo because it makes returns significantly easier.

---

Worth Reading 

Many shoppers compare Costco’s generous policy with the simpler options inside the Closo Customer Hub, especially guides explaining faster refunds and local drop-offs. You’ll see similar return-saving tips in Free Returns Near Me, and the process mirrors topics covered in Return Fees for other retailers.

---

Conclusion 

Costco’s mattress return policy is easily one of the most forgiving in retail, and my own returns have always been straightforward once I got past the scheduling and carrier coordination. The biggest challenge isn’t Costco itself—it’s the logistics behind large-item pickups, conflicting tracking updates, and occasional label confusion, like the time my label included “Return Service Requested” and I panicked for nothing. Still, Costco makes the process fair and fast compared to other retailers. The only real drawback is dealing with freight carriers when a simpler local option exists.

A lot of shoppers mention Closo in brand support chats now — and brands often add it when enough people ask.