FAQs

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Store Information

What is the address or phone number for my local store?
Please visit our Find a Store page or you can contact our Concierge Department at 888-889-0028.
What are your store hours?
See our Find a Store page for most up-to-date store hours.
Can I view mattresses from online in a real location?
Yes, you can view the mattresses online in our retail locations. Availability may vary by store, so please contact the store to verify the mattress is available on your local showroom.
I have a complaint about my local store, who should I speak to?
Please contact customer service at 866-637-3778 or customerservice@sleeponthebest.com.

Types of Mattresses

How do I know what type of mattress is best for me?
Our expert sleep consultants will help guide you through a process that helps you select the mattress that is best suited to your individual needs.
What is the best type of mattress for a child?
Children need a mattress that will support them by keeping their back in a natural position, but also cradles them to allow relief on pressure point areas.
What type of mattress is recommended for larger people?
It is important to invest in a better-quality support system to avoid replacing your mattress too soon. Memory foam is often recommended due to the durability and support of the mattress construction.
What is the best mattress for people who sleep on their stomachs?
Though it is the least healthy position to sleep in, finding the proper mattress can help offset the negative effects that stomach sleeping can have on your body. Because you need the appropriate back support, a firm to medium firm mattress is most recommended for a stomach sleeper. It is very important for your hips to stay up, your spine in alignment, and your muscles relaxed.

A mattress that’s too soft can cause your hips to sink, leading to your back overextending and putting a strain on your spine. Another factor that plays a huge role in the sleep experience for a stomach sleeper is your pillow. A pillow that’s too thick can push your head up too far; your neck needs to be aligned with your spine, so a pillow with a thinner profile is most recommended for stomach sleepers.
What is the best mattress for as side sleeper?
A side sleeper needs a mattress that will contour to their body’s curves, while also providing pressure relief on their hips and shoulders. Generally, a softer – plush – mattress is recommended for side sleepers. If you are a side sleeper, but do not like the feeling of a soft mattress, a firm pillow top can also work (this can also be an option for couples where one person likes a firmer feel than the other). There will be varying levels of softness – from plush to ultra-plush – so it is important to choose a mattress that feels comfortable on your pressure point areas while also keeping your spine in a natural posture. Ultimately, side sleepers want to avoid firm mattresses. A mattress that is too firm cannot provide the necessary pressure relief on hips and shoulders, causing pain and discomfort.
What is the best mattress for a bad back?
The number one goal is to find a mattress that gives your back the individualized support it needs. Because we all have different body types, sleeping styles, and comfort preferences, there is not one mattress that works best for everyone. While there are people who find they get support on a firm mattress and others who find they get support on a soft one, you should consider your sleeping position.

There is the misconception that firmer mattresses provide more support, but that is not the case. You can get the same support in a mattress that is firm, and a mattress that is soft. If you take two mattresses from the same collection, one being a firm and one being soft, they likely have the same coil system. Because the coil system provides the support in the mattress, both models offer the same support to your body.

Back pain is normally caused when your spine is in an unnatural position, therefore a mattress that is too soft or too firm for how you sleep can cause dips or gaps in support. Be sure to find a mattress that provides both the support and contouring your body needs to keep your spine straight and in its natural alignment.
What is the difference between mattress heights?
The support of the mattress, as well as the amount of pressure-relieving foams used, contribute to the thickness of a mattress. Normally, as mattresses have more support, their profile increases. Additionally, the amount of foams used to create the comfort of the mattress, like a pillow top, will cause the mattress to be taller.
What is the difference between a pillow top and euro top?
Though they both offer an additional comfort layer, pillow tops look like they have a mattress topper. On a euro top, the additional layer lines up with the edges of a mattress, having a more uniform appearance.
What is the difference between a regular profile and low-profile foundation?
A regular profile foundation is 9 inches tall, and a low-profile foundation is 5 inches tall. Both will offer the same support and durability; it is just a preference for how high you want your mattress to sit. If you have a headboard and footboard that sit higher off the ground, you might want the low-profile foundation, so the mattress does not sit too high, making it difficult to get into. Additionally, if you do not want the mattress to cover too much of your headboard and footboard, you might also consider the low-profile foundation.
What is the difference between firm, plush, and pillow top?
Firm, plush, and pillow top describe the feel of the mattress. All feels can offer the same support, it is only a comfort preference. Your sleeping position will determine which type is best for you.
Is an innerspring mattress better than memory foam?
Every person will have different mattress preferences, so no mattress is objectively better than the other. Each type of mattress will have its own pros and cons, but ultimately it is decided based upon what each individual likes best.

Mattress Maintenance

Do I have to flip my mattress?
No – most mattresses now will have one sleeping surface. In comparison to two-sided mattresses from years ago, that had comfort layers on each side, mattresses now have double the comfort layers to provide you with twice as much pressure relief. We do recommend rotating your mattress every six (6) months. To learn more, read our blog on rotating your mattress.

Warranty and Return Questions

How do I use the warranty on my mattress?
Please submit a claim using the link below. Our warranty site will have information on the manufacturer’s warranty as well as a link to fill out a warranty claim form.
What is your return policy?
For our most up-to-date terms of sale, please visit our Terms & Conditions page.
Who can I contact about an issue with my adjustable bed?
Adjustable beds are warranted directly through the manufacturer. Please use the phone numbers below to reach out for troubleshooting or service.

Sealy: 800-697-3259
Stearns & Foster: 800-499-1965
Tempur-Pedic: 800-821-6621
Where can I get warranty information on merchandise?
Please visit our warranty page or contact customer service at 866-637-3778.
What are the details of your 120-Night Comfort Promise?
We can exchange your mattress and/or box spring once, within 120 days of your original purchase, for a mattress and/or box spring of equal or greater value, provided you have slept on it a minimum of 30 nights, and have kept it in like-new condition by using a mattress protector purchased from Sleep Outfitters at the same time as the sleep set was purchased. An exchange fee of $249 is required for a comfort exchange to cover transportation and exchange costs. Warranty replacements are also eligible for this exchange. We cannot offer a return on products purchased. We cannot exchange on goods purchased as is such as floor models or outlet products. Specialty sizes such as California King/Split California King are not eligible for the 120-night comfort trial. Adjustable foundations are not eligible for a comfort exchange.
What are the details of your 120-Day Price Promise?
We can refund 100 percent of the price difference should you find the same mattress set you purchased from us advertised at a lower price by a local competitor within 120 days of the purchase date. The price comparison must include all value-added services such as free or gift items, free delivery and financing options. Simply bring in the relevant advertisement, and we will credit your account or process a refund check. We cannot offer Price Promise refunds on mattresses and products purchased as clearance items, floor models, special purchases, promotional items, door busters, discontinued merchandise, or products offered by exclusive online sites such as EBay, Overstock and Craig's List, etc.
Do you offer layaway?
Yes we do. The customer must make a 10 percent, nonrefundable deposit and scheduled monthly payments. The layaway term is 6 months from the purchase date. We cannot offer refunds on cancelled layaways. If there is no account activity, layaways will be canceled after 60 days, and the customer will receive a credit to their account good for one year from the date of the last payment. If the layaway item becomes discontinued, we reserve the right to substitute a product of equal or greater value.
I recently cancelled my order, when will I get my refund?
Customer service will contact you within 24 to 48 business hours once the order has been cancelled. Once we verify the refund information, it will take 3-14 business days, depending on form of payment, for you to see your refund.
Are there any exclusions on my warranty?
Yes, please go to our warranty center page to see what is included and excluded under standard manufacturer’s warranties.
I’ve had my mattress for a year and it is starting to dip. What can I do?
Please follow the instructions found here to file a warranty claim.
Are there any fees associated with a warranty claim?
No, our reselection and warranty exchange are free as a service to our customers with a warrantable situation.
What happens after I submit my claim?
Customer service will process your claim and work with the vendor on a pre-approval under warranty. You will receive an email within 48-72 hours of the claim submission; the letter is also available to the store at that time as well, so you may reselect.
I recently filed a warranty claim and have not heard anything yet. What are the next steps?
Please contact customer service at customerservice@sleeponthebest.com or at 866-637-3778. Please include your name, product, and date of submission.

Product Information

What sizes of mattresses do you carry? Do you make custom sizes?
See your local store or contact our Concierge Department at 888-889-0028 for all available mattress sizes.

Marketing and Advertising

What is your current sale?
See our current offers here.

Financing/Payment Options

How do I apply for financing online?
You can apply for financing here.
How do I use my financing approval?
You can visit a local store where our sleep professionals will pull up your finance approval and apply it to your selected products.
I have not yet received my statement for the mattress I purchased. When can I expect it?
You will receive your statement 30-45 days after your merchandise has been delivered.
What forms of payment do you accept?
In-store, we accept cash, check, and all major credit cards. We also have financing options available as well.

Online, we accept Master Card, Visa, American Express, and Discover credit cards.

Mattress Foundations

What is a foundation?
A foundation, commonly known as a box spring, provides the necessary support for a mattress. A foundation can now come in different forms including adjustable bases. Contact our Concierge Department at 888-889-0028 for more details on foundation options.
What are the foundation options for my mattress?
There are multiple options available including foundation, low profile foundation, and adjustable foundation.
What is the difference between a regular profile and low-profile foundation?
A regular profile foundation is 9 inches tall, and a low-profile foundation is 5 inches tall. Both will offer the same support and durability; it is just a preference for how high you want your mattress to sit. If you have a headboard and footboard that sit higher off the ground, you might want the low-profile foundation, so the mattress does not sit too high, making it difficult to get into. Additionally, if you do not want the mattress to cover too much of your headboard and footboard, you might also consider the low-profile foundation.
Is a foundation required for all mattresses?
Proper support for your mattress is important to preserve the comfort and durability. Certain bed frames come with built- in foundations, which provide adequate support. Your sleep consultant will advise you of the best option for you.

Delivery Questions

Does Sleep Outfitters charge for shipping or delivery?
Online purchases are shipped free of charge via UPS or USPS anywhere in the Continental US.  Expedited shipping options may be available for a small fee. If you require white glove delivery or setup please contact our Concierge team 888-889-0028.
What are my shipping options?
For online purchases, orders will be delivered at no charge by United Parcel Service (UPS), United States Postal Service (USPS) or in some cases by our dedicated delivery drivers.
Where do you deliver?
We can deliver anywhere within the lower 48 states. We offer in-house delivery setup within our delivery footprint and partner with our vendors to utilize their network for any delivery out of our normal delivery reach.
Will the delivery team help set up my mattress and/or furniture?
Yes, our delivery team will help you set up your new products and will haul away and recycle an old mattress set, if needed.
Can I pick up my merchandise?
Absolutely! The stores have select inventory available in our showrooms for pick up. If we do not have the product available that day, we will be happy to have it brought from our warehouse to the store for you to pick up.
What happens if an item is damaged at time of delivery?
At that time, please contact the store of original purchase. The store of original purchase will process an exchange for the damaged product. All stores must be contacted within the first 48 hours after delivery is received.
How do I check my order/delivery status?
Please follow the track delivery link at the top of the home page. You will use your sales order number located at the top of the receipt to find your individual delivery. You can begin tracking your delivery at 7 pm Eastern time the evening before your scheduled delivery date. On the day of delivery, you can utilize this site to follow our truck and track estimated-time-of-arrival (ETA) updates throughout the day until your product arrives.
Can you tell me when my driver will be here during my delivery window?
The driver will attempt to contact you 30 minutes to 1 hour before he arrives. You can get ETA updates using the delivery tracker on the day of your delivery.
My mattress was delivered last week and it’s not comfortable. I want to exchange it for something else.
We require that you sleep on the mattress for 30 nights to break the mattress in. Mattresses have a break-in period much like a new pair of shoes. The foams will break in and adjust to your body over this 30-day period. If you feel that you would benefit from sleep tips to aid in the break-in period of the mattress, please contact conciergegroup@sleeponthebest.com. Our Concierge Group is designed to assist customers on a personalized basis to enable you to have your best night’s sleep possible.
What do I need to do if my residence was damaged at time of delivery?
Please take pictures of the damage. They can be emailed to customerservice@sleeponthebest.com. Please include your name, delivery address, sales order number and a brief description of the damage that occurred. A member of our management team will contact you as soon as they review the information received. All damage claims must be submitted within 72 hours of delivery of product.
Do you ship internationally?
We do not ship internationally at present.

Online Ordering

How do I place an order online?
Select the “shop” menu at the top of our website, select the type of product you want to shop for, and then browse our current collection. Add the desired products to your cart and follow the steps at checkout.

Order Cancellation

How can I cancel my order?
If you wish to cancel your order, please contact the original store of purchase prior to the scheduled delivery date. If you purchased online, please contact customerservice@sleeponthebest.com and one of our representatives will be in touch within 24-48 business hours to assist.
Can I change my order?
Yes, you can make changes to your order at any time prior to the delivery date. Please understand that changes to your order may cause a delay in the scheduled delivery date depending on availability.

Careers

I am interested in working for your company, where can I apply?
See a list of our current job openings here.