FAQ Customer Service

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service
1. What should I expect from my new mattress?

Like a new baseball glove or bright red high heels, your new mattress takes a minute to break in—or up to 30 days to be exact. Learn more about what you can expect from your new mattress, how to break it in and what you can do to prolong its life by reading more here.

2. What if I don't like my new mattress? What is your cancellation and return policy?

We have a 120 Night Sleep Trial that allows you to exchange or return your mattress. To begin this process, please contact your showroom at the phone number listed on your invoice.

3. How do I setup a return?

Our 120 Night Sleep Trial allows you to return or exchange your mattress any time between 30 and 120 days of the date of purchase. To begin this process, please contact your showroom at the phone number listed on your invoice.

  • To locate your store, click here.
  • For additional details regarding our 120 Night Sleep Trial, click here.

5. What are the details of your Low Price Guarantee?

We guarantee the best brands at the best prices. Subject to the following terms, we will beat any advertised price by 10% or your purchase is free. If you find the same, or a comparable, mattress set advertised for less than your invoiced price within 120 days of purchase, simply bring in the advertisement and we will credit your account or mail a refund check for the price difference plus 10% of the total price within three weeks. Our 120 Night 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 (e.g., Ebay, Craig’s List, etc.) is excluded.

To begin this process, please contact your showroom at the phone number listed on your invoice.

  • To locate your store, click here.
  • For additional details regarding our 120 Night Low Price Guarantee, click here.

6. How do I place an order?

You are able to place an order via phone, chat or through our website.

7. Does Mattress Firm offer financing?

Mattress Firm offers convenient financing options. Please click here for more information.

8. What forms of payment do you accept?

We accept MasterCard, VISA, American Express, Discover and PayPal.

9. What is the policy regarding International Credit Cards?

We do not currently accept International Credit Cards.

10. How can I cancel my order?

You can cancel your order up to 48 hours prior to delivery by contacting your salesperson at the phone number listed on your invoice.

11. Can I change my order?

Yes, if your order hasn't been shipped and you have placed it online please contact customer service at 1-866-942-3551. If you have purchased in-store, please contact your local sales person to make any changes.

12. Can I return items that I have purchased online to a store?

No, in order to return items purchased online contact customer service at 1-866-942-3551.

13. I recently canceled/returned my order, when will I get my refund?

If the method of payment used for your purchase was a check, cash, debit or credit card, please allow 7-10 business days for your refund to be processed.

If you financed your purchase, it may take up to 2 billing cycles for your refund to appear on your account.

If you recently requested a refund, but have not heard back, please visit our Looking for My Refund page for further assistance.

14. I have not yet received my statement for the mattress I purchased. When can I expect it?

Your first statement will be mailed to the delivery address on file 3 weeks after you received delivery of your purchase. If you do not receive your statement, please contact the Finance company listed on your invoice.

15. I have a complaint, who should I speak to?

We apologize for any inconvenience, please contact customer service at 1-866-942-3551.