Policies - Page 2

Nationwide Home Delivery. We will contact you to confirm your order within 48 hours of purchase. Once confirmed, your merchandise will be dispatched for delivery. Upon receipt of merchandise at the local hub, you will be contacted by the third party delivery company to schedule a delivery date and 4 hour window. This call will occur within 5 business days of your confirmation call. You may reach us at estore@mattressfirm.com or call us at 1-877-384-2903 M-F 7:30am-6pm Sat-Sun 7am-4pm CST.

We want to make sure you have a great delivery experience. Please make sure to clear the area including bedding, removing bed linens and any unused bed frames from the room prior to delivery. If area is not clear, the independent delivery crew will not setup the merchandise. They are not responsible for moving/dismantling/setting up customer’s existing furniture, bedding, or bed frames. They will remove packaging to the curb; bedding (mattress/box spring) removal is available upon confirmation call from the Mattress Firm eStore for an additional $50 per set. Upon delivery, you must inspect merchandise prior to the independent delivery crew leaving the residence; you may refuse delivery of defective, damaged, or wrong merchandise.

Our Low Price Guarantee. We guarantee the best brands at the best prices. We will beat any competitor advertised price by 10% or your purchase is free. If you find the same or comparable mattress set advertised by a competitor for less than your invoiced price within 100 days of purchase, simply bring in the advertisement and we will credit your account or mail a refund check for the price difference within three weeks. Our Low Price Guarantee does not apply to clearance, floor models, vendor roll backs/rebates, special purchases, promotional items, door busters or discontinued merchandise. Merchandise offered for sale on auction sites (i.e. Ebay, Craig's List, etc.) are excluded. 

Warranty Guarantee. All warranty requirements are determined by the manufacturer, as set forth in the warranty card attached to your new sleep set. Please read the card for full warranty guidelines and instructions. A proper bed frame is recommended to support your new mattress set and protect the manufacturer’s warranty.

To file a claim, warranty paperwork must be accompanied by the receipt and proof of law tags. The warranty does not cover processing/inspection/transportation costs. Please contact customer service if you do not receive a warranty card. To the extent allowed by federal flammability regulations, only the defective piece will be replaced. If you choose not to accept the substitute piece (equivalent model), store credit can be applied towards the purchase of a matched set compliant with federal flammability laws. If you select a product(s) of greater value you can simply pay the difference. If you select a model of lesser value a refund is not available. Refunds are not available on warranty claims. Floor models, clearance, “as-is” products, accessories, promotional items, furniture, contaminated and unsanitary/stained beds do not qualify for warranty coverage.

Why Get the Set. Mattresses, foundations and proper frames are designed to work together to offer correct support and comfort. A matching set will also protect the product warranty. Mattresses offered by Mattress Firm manufactured after July 1, 2007 meet federal flammability regulations as "mattress only" or as part of an approved matched set. To ensure the highest level of safety, the Sleep Products Safety Council recommends replacing the mattress and foundation at the same time.

Clearance Items. Clearance items are defined as discontinued models, exchanges, damaged pieces, overstock and floor samples.

Furniture. Due to the use of natural materials in your furniture, minor variations may occur from piece to piece. Furniture items carry no warranty, exchange or refund. 


Download PDF Online Purchases cannot be picked up at a store or warehouse.