Frequently Asked Questions | Mattress Firm

Frequently Asked Questions


Stay in the know and get all your questions answered.

What is the best brand?

Mattress Firm carries a variety of the top-quality brands. Each brand consists of mattresses with unique features that can accommodate your individual and specific requirements. Some of our best-selling brands include Simmons, Tempur-Pedic, Sealy, Stearns & Foster, Sleepy's, tulo, Nectar, Lull, Tuft & Needle, Purple and Serta. Check out all of our great mattress brands.

What is the best mattress?

With the wide range of mattresses that we carry, the best mattress for you is one that accommodates to your individual and specific requirements. In order to find the best mattress for your comfort needs, we recommend that you start with the MattressMatcher™. Selecting your desired size and how much you are looking to spend will help narrow down the results to mattresses that best suit your needs. Additional information to help your search includes your sleep position, your temperature, and your pain points.

Can I view mattresses from online in a real store?

Yes, you can. Please use our store locator featured on the website to find a local store near you. We recommend calling the store first to verify if the store carries the product you are interested in. If a product on the website indicates ‘Web Only,' that product will NOT be available to view at a store. You can check availability of a specific item by size on the product detail page.

How can I tell if I need a new mattress?

There are several factors to take into consideration when deciding if you need a new mattress. Below are some signs that your mattress has lost its support.

• You tend to sleep better at other places than at home (such as a hotel).
• Your mattress shows visible signs of wear (it's saggy or lumpy).
• Rotating your mattress no longer provides the desired comfort change.
• Your mattress is 5-8 years old (this depends on the type of mattress you have, along with the factors listed above).
• You wake up tired or achy.

What is the best type of mattress for a child?

The type of mattress you choose for a child is extremely important because children grow while they sleep. For safety reasons, crib mattresses are firmer than adult mattresses, and they fit most babies until toddlerhood, though exact timing is different for every child. Like adult mattresses, foam or innerspring crib mattresses both work well depending on preference, and some crib mattresses are lighter for portability or easier to clean in case of spills. Look through our wide selection of crib mattresses to find one that will safely support your baby as they rest. You’ll also find toddler mattresses to help them transition out of the crib and into their first real bed as they grow. Whether you’re looking for a specific model or have just started your search for the right crib or toddler mattress, we have all of the options you’ll need, at a range of price points that will fit your family’s budget.

What type of mattress is recommended for overweight people?

Mattresses are designed for people of all different shapes and sizes. The most important thing to look for is a mattress that will keep your spine properly aligned and supported. This is often a different mattress for each person, depending on your body type and preferred sleeping position. Go here for assistance with selecting the best mattress for your needs. Or chat with a Sleep Expert™ today.

What is the best mattress for couples with different comfort preferences?

Finding the right mattress to meet the needs of two people can be tough! Fortunately, many mattress manufacturers offer split sizes (queen, king and California King), so there is no need to compromise on a great night's sleep. For assistance with locating models available in split sizes and finding the best mattresses for you and your partner, chat with a Sleep Expert™ today.

What is the best mattress for people who sleep on their stomachs?

Most stomach sleepers prefer a firmer comfort level to provide increased support to the midsection and prevent the back from arching unnaturally.

What is the best mattress for a side sleeper?

If you are a side sleeper, we recommend a pillow top that has an added layer of soft padding stitched to the mattress's top. Besides supplying an extra layer of sumptuous, cloud-like luxury, the pillow top mattress is also effective for soothing side sleepers' hip and shoulder pressure points. Check out our wide variety of pillow top mattresses.

What mattress is recommended for a bad back?

There is not one mattress that is best for a bad back. The most important thing to look for is a mattress that will keep your spine properly aligned. This is often a different mattress for each person, depending on your body type and preferred sleeping position. Go here for assistance with selecting the best mattress for your needs. Or chat with a Sleep Expert™ today.

What holiday sales does Mattress Firm have throughout the year?

Presidents' Day Sale
Memorial Day Sale
July 4th Sale
Labor Day Sale
Veterans Day Sale
Black Friday Sale
Cyber Monday Sale

When I purchase a new mattress set, will a frame be included?

A mattress set includes a mattress and foundation. If a new bed frame is needed, it will need to be purchased separately. If you have an existing frame, please keep in mind that most manufacturer's warranties have specific requirements regarding support, and you should ensure that your existing frame provides adequate support for your new sleep set to protect your warranty coverage.

What is the difference between mattress heights?

The height of a mattress is determined by the thickness and quantity of the support and comfort layers used.

What is the difference between pillow top and eurotop?

The main difference between a pillow top and a eurotop is the way the comfort layers are built into the mattress. A pillow top mattress has comfort materials sewn onto the top of the mattress, giving it the appearance of a pillow resting on the surface. A eurotop mattress has comfort layers sewn into the surface of the mattress, giving the sides and surface a more uniform appearance.

Do I have to flip my mattress?

Most modern mattresses should not be flipped. While older mattress models required periodic flipping, newer mattress models are designed in a way that rotating the mattress head to foot every 6 months will allow for even wear and minimize body impressions.

How do I decide what mattress will feel best to me?

To get mattress recommendations to meet your needs, please use our MattressMatcher™.

Is a box spring required for all mattresses?

While not all mattresses require the use of a box spring, it is important to note that mattress manufacturers have guidelines in place to ensure your mattress is receiving the proper support to prevent damage. We do recommend purchasing a new box spring and bed frame to ensure your mattress has the proper support and to uphold the manufacturer’s warranty on the product.

What is the difference between a regular-profile and low-profile box spring?

A regular-profile box spring is approximately 9” high. A low-profile box spring is approximately 5” high. Both offer the same support; the only difference is the height they contribute to your sleep set.

How do I tell what the comfort level of a mattress is when shopping online?

We have developed a system using colors and symbols to easily identify the comfort level on each product page. Please visit our Mattress Comfort Guide to learn more.

What is the difference between firm, plush and pillow top?

The main difference between firm, plush and pillow top is the comfort level.
• A firm mattress would be considered harder compared to the surfaces of other mattresses. If you like a harder feel rather than soft, firm may be your preferred choice.
• A plush mattress provides a softer surface comfort; this is the happy medium between firm and pillow top.
• A pillow top mattress provides a combination of comfort and firmness, cradling and supporting your every move with pillow-like softness while you sleep.

Is an innerspring mattress better than memory foam?

A coil mattress tends to have more 'give,’ depending on the type of comfort layers used. Memory foam is very dense and tends to feel more solid. Memory foam is designed to conform to your body type and respond and provide weightless support.

What are the dimensions of a twin, full, queen, king and california king?

You can find detailed information regarding the mattress size specifications.

How do I check my order/delivery status?

If you have a scheduled Red Carpet delivery, you will receive an automated call the evening prior to your delivery confirming your delivery window. On the day of delivery, you can track your order on our delivery tracker. For items shipped via FedEx or UPS, you will receive an email with your tracking number when the items are on the way. You can also find your tracking information on here once the items have shipped.

I was given a delivery time frame of 2:00PM-5:00PM. Can I change the delivery window?

Our delivery routes are finalized based on your address in relation to other guests on this route, so we cannot make changes to the delivery window. If you would like to reschedule for a different date, please contact your showroom at the phone number listed on your invoice or chat with a representative. *We can reschedule your delivery up to 24 hours in advance.

Does Mattress Firm charge for shipping and delivery? What are my delivery options?

Mattress Firm has delivery options for any budget. Please see our delivery options. Please be sure to check the "Delivery & Shipping" tab under the Details & Specs for the specific item you are interested in to see which delivery option your order will qualify for.

Will Mattress Firm help set up my mattress and/or furniture?

Mattress Firm does offer setup services on select items for an additional fee. Please see our delivery options. Please be sure to check the "Delivery & Shipping" tab under the Details & Specs for the specific item you are interested in to see which delivery option your order will qualify for. Please note for items shipped via FedEx or UPS, we offer Silver Service that does not include setup or haul away.

Will Mattress Firm pick up my old merchandise?

Mattress Firm does offer haul off services on select items for an additional fee (excluding the State of California where haul off is included at no additional cost). Please see our delivery options. Please be sure to check the "Delivery & Shipping" tab under the Details & Specs for the specific item you are interested in to see which delivery option your order will qualify for. Please note for items shipped via FedEX or UPS, we offer Silver Service that does not include haul off.

What happens if an item is damaged at time of delivery?

If your item arrives damaged, you have the option to refuse delivery and contact us to schedule a replacement. If you purchased in a showroom, contact your store immediately at the phone number listed on your invoice. For orders purchased by phone, chat or online, please chat with a representative.

Where do you deliver?

Most items are available for delivery anywhere in the continental USA. You can verify delivery availability for the item you are interested in by entering your zip code when viewing the product details on MattressFirm.com.

Can you ship to my PO Box/APO address?

No, we are only able to ship to a physical address.

Can I pick up my merchandise?

For orders placed in store, pickup is available on select items. Please contact your showroom at the phone number listed on your invoice. Go here to locate your store. For orders purchased by phone, chat or online, chat with a representative.

How do I check the status of my order?

Thank you for shopping with us! To track your delivery, please use our delivery tracker page. If your items are shipping via ground delivery, the tracking number will be included as a link you may click on to track once the item has shipped. You will also be notified with the tracking information and estimated delivery date via email once your item ships.

How can I cancel my order?

You can cancel your order prior to delivery by contacting your salesperson at the phone number listed on your invoice. If purchased online, please chat for assistance. Go here to locate your store.

What should I expect from my new mattress?

Like a new baseball glove or a brand-new pair of shoes, your new mattress can take some time to break in—a minimum of 21 nights. Go here for additional details on what to expect from your new mattress.

Can I change my order?

Yes, if your order hasn't been shipped and was placed online please go here to be connected with a Customer Care professional. If you have purchased in store, please contact your local salesperson to make any changes.

My mattress was delivered last week and it’s not comfortable. How can I exchange it?

Our 120 Night Sleep Trial allows you to return or exchange your mattress any time between 21 and 120 days of the date of purchase. To begin this process, please contact your showroom at the phone number listed on your invoice. Go here to locate your store.

If purchased online, please chat for assistance or submit a customer service request form.

Go here for additional details regarding out 120 Night Sleep Trial.

I recently canceled/returned my order. When will I get my refund?

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

If you paid in store with a check or cash, a check will be mailed to the address on file and will arrive in 2-4 weeks.

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

If you were exoecting a refund and it was not received within the expected timeframe, please submit a customer service request form for my refund for further assistance.

What are the details of your Low Price Guarantee?

We guarantee the best brands at the best prices. Go here for additional details regarding our 120 Night Sleep Trial To begin this process, please contact your showroom at the phone number listed on your invoice. If purchased online, please chat for assistance or submit a customer service request form.

I don’t like the pillows that I purchased. Can I return them?

Pillows and other accessories (including but not limited to sheets, mattress protectors, frames and other furniture) are considered final-sale items and do not qualify for return or exchange.

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 or Leasing company listed on your invoice.

Synchrony
• Call: (800) 333-1082
• Manage Your Finance Account: https://www.mysynchrony.com/cmp-index.html

Progressive
• Call: (877) 898-1970
• Manage Your Leasing Account: https://www.progressivelp.com/rtocp/Login.aspx

Genesis
• Call: (866) 502-6439

Tidewater
• Call: (888) 413-1083

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

Stores are not able to process returns or exchanges for orders placed online. For any assistance with online orders please go here to be connected with a Customer Care professional.

I have a complaint. Who should I speak to?

We apologize for any inconvenience and would love to address your concerns. Please go here to be connected with a Customer Care professional.

I just filed my claim, what happens next?

Now that you have filed a warranty claim be on the lookout for an email with the results, please be sure to check your spam or junk folder. We respond to submissions within 5 business days. If your product is found to be defective, you will receive a warranty approval letter with instructions for setting up your warranty exchange. If additional details are needed, we will reach out to you at the email address provided.

What is covered by the manufacturer's warranty?

Your warranty coverage is offered through the manufacturer and will differ across brands. Please review your warranty card for coverage details. The law tags on your mattress will provide a code that you should reference against the warranty card for the length of your warranty period.

Why do I need to pay an inspection fee?

The manufacturer’s warranty does not cover the third-party inspection fee of $79.99. Please be aware that transportation costs are also not covered under the manufacturer’s warranty. However, in the event your product is deemed defective, we will take what you paid for the inspection and apply it towards the delivery charge for the exchange.

What mattresses are excluded from the manufacturer's warranty?

Outlet, floor model and clearance merchandise and any free promotional items on your receipt do not come with a warranty.

What will void a manufacturer's warranty?

Blemishes, rips, tears and burns on the item will void your manufacturer's warranty. Improper support will void your manufacturer's warranty, for details on what is considered proper support for your mattress please refer the warranty card received with the delivery of your mattress.

How long is my warranty?

The warranty card received with the delivery of your mattress will provide details confirming the length of your warranty coverage.

Why do you need photos of my frame and box springs for a warranty claim on my mattress?

If the product is not properly supported, then damage may occur therefore voiding the warranty. We encourage you to review the terms and conditions of the limited warranty which provides the required support needed for your product. We are unable to provide warranty assistance for a mattress that is damaged as a result of improper support.

Do I need my receipt to file a warranty claim?

In most cases we will be able to locate your receipt in our records however, it is the consumer's responsibility to retain proof of purchase to ensure warranty coverage should we be unable to locate it for you.

I purchased an extended warranty, how do I file a claim?

Warranty claims for those who have purchased an extended warranty will have to contact the warranty provider. In order to file your warranty claim, please be sure to have a copy of your invoice as the warranty provider will require a proof of purchase of both the item and the extended warranty purchase.

If you need to obtain a copy of your invoice, please go to our Customer Portal page.

My claim was just approved, what's next?

All warranty exchanges are processed in store. Please take your warranty approval with you to your local Mattress Firm showroom. Go here to locate your store.

I believe my mattress is defective but I received it within 120 days, do I need to file a warranty claim?

If you received your mattress within 120 days you do not have to submit a warranty claim. Please reach out to the showroom where you made your purchase. If your purchase was made online please submit a customer service request form.

I purchased a bedframe/pillow/protector or other accessory and need file a claim, who do I contact?

All sleep accessory warranties are processed by the manufacturer with the exception of the Tulo pillow. In order to file your warranty claim, please be sure to have a copy of your invoice as the warranty provider will require a proof of purchase of both the item and the extended warranty purchase.

If you need to obtain a copy of your invoice, please go to our Customer Portal page.