Standard Return Policy
- Cancellation Request Policy
- Return Exchange & Cancellation Policy
- Return Process Instruction
- Mattress Comfort Level Exchange
Cancellation Request Policy
To cancel an order, please call us - it must be authorized before cancellation. Orders can be canceled or changed without any fee within 24 hours as long as the order has not been placed with our vendor or it is not in transit. Otherwise, orders that can be stopped from shipping will only be charged a 2% processing fee. Any orders canceled that are not able to be stopped with the vendor could be subject to an additional 15% -25% restocking fee, and any actual incurred shipping costs. You will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 72 hours for confirmation of cancellation.
Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the "Standard Return Policy." Do not refuse the delivery of non-damaged goods as this will result in up to a 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for roundtrip shipping costs.
Some items that are custom made or built-to-order cannot be cancelled. All custom mattresses can not be canceled.
Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a customer service representative directly.
Some exclusions apply as some items are custom made and non-returnable and non-cancelable. See individual product pages for details.
Standard Return/Exchange & Cancellation Order Policy
We want you to be 100% satisfied with your purchase. Our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come. On the occasion that you receive a product that you just don't like or that doesn't match your decor, our experienced customer service staff is just a phone call away and will guide you through our easy return/exchange policy. We can not except returns on products that were assembled, used, modified or made to order.
Standard 30 Day Return/Exchange Policy
If you would like to return or exchange an item that is in new condition with original product tags, sanitary protection, and packaging that has not been installed, used, worn, or modified, you may return/exchange the product at your expense within 30 days of receipt. Any additional fees for shipping internationally, shipping to HI or AK, or any minimum order fees are all non-refundable. Customers who place orders online are responsible for the accuracy of their product selection and information entered. Customers who place orders by phone must review their receipt for accuracy within 24 hours.
Returned merchandise needs to be undamaged, in new and unused condition, and include original packaging materials and product literature (packaged boxes need to be in the condition that it was received). Customers are responsible for incurred round trip shipping fees + 15-25% restocking fee, and must be received within 30 days. Credit will be given in 3-7 business days from product return arrival. Please note additional fees may apply if not received in the original condition as specified above. If the item is large or over sized; you can contact us to schedule return pick-up. You will be informed of incurred shipping fees via phone or email for approval of return before pickup is scheduled.
Some of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound and inbound shipping costs will be deducted from customer's return refund. Please keep in mind that once an order has shipped, it cannot be canceled. If you refuse delivery after shipping, please keep in mind that your purchase will then be subject to this "Returned/Exchange & Refused Orders" policy.
If your new furniture is damaged in shipment, we will replace the damaged item or send out a certified repair technician right away for you at no charge. Just make note of the damage on the shipper's receipt and give us a call within 72 hours so we can assist.
You may refuse delivery of damaged product and a replacement will be shipped to you. All mattress items are non-refundable and a replacement will be shipped to you. Please be assured that all bedding comes with the original manufacturer warranty unless otherwise noted. We will be glad to assist you with any warranty concerns.
If a return is desired instead of replacement, the "Standard Return Policy" above applies and there may be a restocking fee that will be deducted from the credit. Failure to follow return procedure for the damaged item may result in a charge for the free replacement item.
Note: Refusal of merchandise does not qualify for authorized refund and will be subject to this "Return/Exchange & Refused Order" policy.
Please Note: unless the return or exchange is due to an error on our part, we cannot refund shipping and handling or gift wrap charges. We will issue a credit to the credit card used for the original purchase. If the item was part of our free shipping promotion, our initial shipping and handling costs will be deducted from the refund as well.
Items Not Eligible For Return and/or Exchange
- Due to certain strict regulations mattress sales are non-refundable. We have large selection of mattresses in our showrooms. Please visit our stores in order to ensure that the mattress you are choosing is the right one for you and your partner.
- All pillows, sheets, mattress protector, pillow protectors.
- Custom orders (i.e. products that are built-to-order or any item labeled as such).
- Special purchases, Red Tag, clearance items, inventory sale items, floor models, special discounts, etc. All sales are final (no returns or exchange except in the case of shipping related damage).
- Any item that has been modified or used (including all shoes and apparel) in any way, assembled, installed (including cut or clipped wires)
- Any item that is not in resalable condition.
- Any personal use products (for reasons surrounding Health & Sanitation).
- Any item not accompanied by a Return Merchandise Authorization Number (RMA#) issued by our stores.
- Any item that has been altered, tailored, or used.
- Any item that is not in the original box with sufficient packaging materials.
- Large Quantities, Special Orders or Project Quotations: When ordering large quantities or special orders for large projects, we suggest ordering a sample for evaluation, some manufacturers will not allow returns on large quantities.
- Expedited shipping and charges for shipping to Alaska, Hawaii, and International destinations.
- Any item not purchased from our stores.
Return Process Instruction
Step 1 - Acquire authorization and instructions
To begin the return process, please call one of our fully trained customer service representatives.
Step 2 - Shipping product back
Ship the item to the warehouse. Below are the keys to a successful return:
Good Packaging: Re-pack products for return in the original box with original packaging material and additional tags attached to merchandise. Do not write on the box to maintain its like-new condition. Improper labeling may result in the denial of return.
Ship & Insure: Next, ship the product to the warehouse address provided using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered, please do not ship USPS because they cannot provide these guarantees. If we are unable to confirm delivery of your item, this may result in the denial of a refund.
Tracking Number: We require that returns are shipped via a carrier that will provide you with a return tracking number. If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued. Providing a tracking number will also accelerate your return process. Retain your tracking number and email it to so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service and provide them with the tracking number so that we can expedite the credit process for you.
You will have 30 days in which to return the product from the date that we receive approval from the manufacturer. After 30 days, the Return Authorization will expire and no replacements or refunds will be given.
In the event that a return becomes damaged on its way back to the return destination, we will inform the customer via email or phone that the item was received damaged and hold the product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct us concerning what to do with the damaged product. If we do hot receive notification or response from the customer within 30 days, the item will be donated or destroyed.
Step 3 - Refunds
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, modification, or been worn, the refund credit process will begin.
Customers will be refunded via the same method in which the item was purchased or via check. Refunds via check are typically issued within 14 business days of final approval.
Items returned without the proper RGA# or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.
Mattress Comfort Level Exchange
60 -120 Day Comfort Guarantee
We will exchange your mattress set for one of equal value or as a credit against a mattress set of greater value only (not all lines or manufacturer qualify). This Comfort Level guarantee is valid for 60 days and requires a 30 day minimum trial. Some mattress products qualify up to 120 days. The change from your old worn out mattress to a new, supportive mattress can feel very different at first. Please allow 30 days after delivery for you to adjust to your new mattress, and for your mattress to conform to your body after coming off the production line. If you aren't satisfied with its feel then, call us and we can exchange it. All it takes to exchange is a 15% (certain lines DO NOT HAVE re-stocking fee charges - call the store for more information) re-stocking fee and shipping/delivery charges to and from. If your new mattress is more expensive than the original, we just ask that you cover the difference in price too. Some additional details:
- We can only exchange a mattress one time
- Please be aware your mattress purchase is non-refundable.
- This guarantee applies to bed mattresses for the following brands: Sealy, Serta, Stearns & Fosters (not all lines qualify)
- It does not apply to crib or futon mattresses.
- A copy of the sales receipt must be provided with any comfort guarantee exchange.
- A mattress protector has to be on the same order/invoice to qualify for Comfort Exchange.
- Because your mattress will be custom-built for you when you submit your order, mattress orders cannot be canceled, returned, or refunded, only exchanged.
- There are no exchanges or returns on Sheet, Pillows, Mattress and Pillow Protectors.
Clearance, Promotional Specials, Red Tag, Floor Models DO NOT QUALIFY for Comfort Level Exchange.