"I ordered a 4# memory foam mattress topper from this company with FREE SHIPPING and I have to say, I have few issues with the product, except that it was too soft for me. I contacted the Foam Factory alerting them that I wanted to return the 4# density topper and exchange it for the more expensive 5# density topper, knowing that I would have to eat the cost of shipping for returning the topper. I assumed I'd eat $30-$35 and have the rest applied to the new topper. After all, I'm trying to give them MORE of my money for the upgraded topper! Well.... no. An email from someone named Eddy informed me that not only would I have to pay my shipping costs - but I'd have to pay THEIRS as well! I promptly picked up the phone and spoke with Eddy. He informed me that this was company policy. Essentially, I would have lost 57% of my purchase cost to exchange. Bad business! "