Allow me to clarify, in order to set up a speedy refund or replacement we ask that you take pictures of the defective mattress at the high and low points using some point of reference --be it ruler, straight-edge, etc. (no cutting necessary). This is the first option presented.
The second option, should pictures not be possible (I understand not everyone has a digital camera at their finger tips) is a bit more extreme, and asks for a cross-section of the mattress for sampling purposes. A 12"x12" cube from the corner would suffice. I promise you, we are taking your word on good faith and will be issuing a return or refund should it come to this scenario, we simply need physical evidence to send back to the factory for testing since we do not accept opened mattresses. We would not ask you to maim your mattress without anything in return.
I hope this helps! In so many words a picture is worth a thousand words, and with visual or physical evidence we can take the next steps confidently.
Again, thanks for your patience as we work our way through any affected mattresses.