Frequently Asked Questions

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COVID-19

How are you addressing the current situation related to COVID-19?
Click Here for a letter to our community regarding COVID-19

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 Guest Services Team at 866-637-3778.
What are your store hours?
See our Find a Store page for the most up-to-date store hours.
Can I see the mattresses I view online in a store location?
Yes, you can see most of the mattresses we offer 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 question about my local store, to whom should I speak?
Please contact Guest Services at 866-637-3778 or guestservices@sleepoutfitters.com.

Types of Mattresses

How do I know what type of mattress is best for me?
Our expert Outfitters will work with you to develop your Personal Sleep Profile to select the right solution for your individual needs. Learn about Outfitting.
How do I choose a mattress if I have a bad back, aches and pains, or other issues keeping me from getting a good night’s sleep?
The best thing you can do is visit a sleep shop that can learn about your needs and provide you with the right solution for your specific needs. At Sleep Outfitters we work with you to create your Personal Sleep Profile to develop a customized solution for address your unique needs. Learn about Outfitting.
What is the best type of mattress for a child?
Good sleep is so important to our children’s development. From the classroom to sports and other activities, our children need a sleep solution that will help them get the sleep their body needs. Picking the right mattress is unique to each child. Please call, chat, or visit one of our convenient store locations [add code] to find the right solution for your child.
What type of mattress is recommended for larger people?
There are several factors that are important in selecting the right mattress, in addition to someone’s size. Are you a side, back, or stomach sleeper? Do you wake up with aches and pains? Please call, chat, or visit one of our convenient store locations [add code] to find the right solution for you.
What is the best mattress for people who sleep on their stomachs?
These are the rarest of sleepers and are prone to lower back and neck pain. A firmer feeling mattress may be best to keep your core properly supported.
What is the best mattress for as side sleeper?
Sleeping on one’s side is the most popular position, but it can create pressure points at your hip and shoulder. A side sleeper would probably benefit most from a soft to medium feeling mattress that provides support without being too dense or firm.
What is the difference between mattress heights?
The construction of the mattress, including the amount of pressure-relieving material used, determine the thickness of a mattress. Normally, as mattresses have more pressure-relieving material, their profile increases.
What is the difference between support and feel in a mattress?
Great question. Many people confuse support and feel. Think about support and feel as two different decisions to be made when selecting a mattress. Most mattress models offer multiple feel options with the same support, regardless of the feel you choose. The support layer of the mattress is designed to keep your spine properly aligned while you sleep. The feel, or comfort, layer is how the mattress feels when you lie down and move around in bed.
What is the difference between soft, medium, and firm?
Soft, medium, and firm describe the feel of the mattress. This should not be confused with support. Generally, multiple feels are offered with mattress models delivering the same support. It is primarily a comfort preference that will be heavily influenced by your sleeping position.
Which mattress construction is best – innerspring, hybrid, or memory foam?
Since there are different models of each type of mattress and they are constructed to address different sleeper needs, no single construction is clearly better than another. It is important to understand how you sleep and what benefits will be most beneficial to helping you get your best sleep.
What is a Split King?
A Split King bed is made of two Twin Long mattresses allowing you to customize your bed to each person’s individual sleep preferences. For example, each person select different feels (soft, medium, or firm) and if adjustable bases are purchased, each person can elevate their upper and/or lower body to what is best for them.

Mattress Maintenance

Do I have to flip my mattress?
No – most mattresses now will have one sleeping surface. In fact, advancements in bed construction have shown that single-sided mattresses deliver a superior sleeping surface. Compared 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. No more flipping your mattress! 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?
Our warranty page will have information about 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 Guest Services at 866-637-3778.
What are the details of your 120-Night Comfort Promise?
We can exchange your mattress once within 120 days of your original purchase date for a mattress 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 time the sleep set was purchased. An exchange fee of $99 is required for a comfort exchange to cover transportation and exchange costs. Warranty replacements are also eligible for this exchange. The following goods are not eligible for exchange under the 120-Night Comfort Promise - goods obtained as a warranty replacement or purchased “as is”, such as floor models or outlet products, specialty sizes such as Split King, California King, and Split California King, adjustable bases, pillows, mattress protectors, and sheets.
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. Additionally, refunds cannot be given if a competitor advertises a price that does not comply with applicable manufacturer pricing guidelines.
Do you offer layaway?
Yes we do. The guest 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 guest 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 will work with you to identify an appropriate substitute item.
I recently cancelled my order, when will I get my refund?
Guest Services 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 receive your refund.
Are there any exclusions on my warranty?
The manufacturer of the product determines what is and is not included under their warranty. Please go to our warranty center page to see what is included and excluded under the manufacturer’s warranty.
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 and see if your mattress qualifies.
Are there any fees associated with a warranty claim?
No, our reselection and warranty exchange are free as a service to our guests with an eligible warranty claim.
What happens after I submit my claim?
Guest Services will process your claim and work with the vendor to see if your claim qualifies. You will receive an email within 48-72 hours of the claim submission. If approved, you will be able to go the store to select a new mattress.
I recently filed a warranty claim and have not heard anything yet. What are the next steps?
Please contact Guest Services at guestservices@sleepoutfitters.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?
We offer mattresses in standard sizes: Twin, Twin Extra Long, Full, Queen, King, and California King. Sizes available vary by mattress model. For model specific details, view our product catalog or contact our Guest Services Team at 866-637-3778.

Marketing and Advertising

What is your current sale?
See our current offers here.
Do you take Donation Requests?
Yes, Find our Donation Instructions 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 call, chat, or 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?
Typically, 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.

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 Guest Services Team at 866-637-3778 for more details on foundation options.
What are the foundation options for my mattress?
There are multiple foundation and adjustable base options available..
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 a low-profile foundation so the mattress does not sit too high and make it difficult to get into bed. 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 support, comfort and durability. Certain bed frames come with built-in foundations, which provide the necessary support. Your Outfitter will advise you of the best option for you.

Delivery Questions

Does Sleep Outfitters charge for shipping or delivery?
Yes, certain online purchases require a shipping fee. If you are interested in white glove delivery or setup please contact our Guest Services Team at 866-637-3778.
What are my shipping options?
For online purchases, orders can be delivered by United Parcel Service (UPS), United States Postal Service (USPS), or in the markets we serve through our stores you can pick-up product at the store or setup white glove delivery by our dedicated delivery drivers.
Where do you deliver?
We can deliver anywhere within the continental United States, except California. We offer white glove delivery and setup in the markets we serve through our stores.
Will the delivery team help setup my mattress and/or furniture?
Yes, our delivery team will help you setup your new products and will haul away and recycle an old mattress set, if requested.
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 or Guest Services. We will process an exchange of the damaged product. It is important to be sure you contact us within the first 48 hours after delivery is received.
How do I check my order/delivery status?
Please follow the Track Delivery link located at the top of the home page or in the website footer. You will use your sales order number located at the top of your receipt to find your 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 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 estimated-time-of-arrival 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-in the mattress. Mattresses have a break-in period much like a new pair of shoes. The materials will break-in and adjust to your body the more you sleep on it. If you feel that you would benefit from sleep tips to aid in the break-in period of the mattress, please contact guestservices@sleepoutfitters.com. Our Guest Services Team stands ready to assist guests on a personalized basis to help you to have your best night’s sleep.
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 guestservices@sleepoutfitters.com. Please include your name, delivery address, sales order number and a brief description of the damage that occurred. A member of our Guest Services team will contact you as soon as they review the information received. All damage claims must be submitted within 72 hours of delivery.
Do you ship internationally?
We do not ship internationally.

Online Ordering

How do I place an order online?
We have multiple options. You can call or chat with our Guest Services team to help you select the right solution for you, or you can select the ”shop” menu at the top of our website and browse our current collection of products. 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 store prior to the scheduled delivery date. If you purchased online, please contact guestservices@sleepoutfitters.com.
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 product availability.

Careers

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