Frequently Asked Questions
What is the address or phone number for my local store?
Please visit our Find a Store page or 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?
You can see a large selection 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 at 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 GuestSupport@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.
How do I choose a mattress if I have 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 the right solution for your specific needs. At Sleep Outfitters, we work with you to create your Personal Sleep Profile and develop a customized solution for your unique needs.
What is the best type of mattress for a child?
Good sleep is so essential to a child’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 to find the right solution for your child.
What type of mattress is recommended for larger people?
Several factors are essential in selecting the right mattress. 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 to find the right solution.
What is the best mattress for people who sleep on their stomachs?
These are the rarest sleepers and are prone to lower back and neck pain. A firm mattress may be best to keep your core adequately supported.
What is the best mattress for a side sleeper?
Side sleeping 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 plush to medium-feel mattress that provides support without being too dense or firm.
What is the difference between mattress heights?
The construction of a mattress, including the amount of pressure-relieving material used, determines the thickness. Typically, as mattresses have more pressure-relieving material, their profile increases.
What is the difference between support and feel in a mattress?
Many people confuse support and feel. 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 comfort layer is how the mattress feels as you move around in bed.
What is the difference between plush, medium, and firm?
Plush, 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 your sleeping position will heavily influence.
Which mattress construction is best – innerspring, hybrid, or memory foam?
Each type of mattress offers different constructions to address various sleep needs. No single construction is better than another. It is important to understand how you sleep and what benefits will be essential 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.
Mattress Maintenance
Do I have to flip my mattress?
No – most mattresses now will have one sleeping surface. Advancements in bed construction have shown that single-sided mattresses deliver a superior sleeping surface. Compared to two-sided mattresses from years ago with comfort layers on each side, mattresses now have double the comfort layers to provide twice as much pressure relief. No more flipping your mattress! We do recommend rotating your mattress every six (6) months.
Warranties & Returns
How do I use the warranty on my mattress?
Our warranty page will have information about the manufacturer’s warranty and a link to fill out a warranty claim form.
What is your return policy?
Your comfort is our #1 priority. We know that a new bed is an investment — one you'll be living with for years to come. To learn more about our 120-Night Comfort Promise Program, visit our Comfort Promise 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.
Beautyrest: 1-877-399-9397
Sealy: 1-800-697-3259
SomosBeds: 1-888-550-3746
Tempur-Pedic: 1-800-821-6621
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 Trial Period?
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 is 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 4-Month Price Promise?
We can refund 100% 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, doorbusters, discontinued merchandise, or products offered by exclusive online sites such as eBay, Overstock, 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, the guest must make a 10 percent, nonrefundable deposit and schedule monthly payments. The layaway term is six months from the purchase date. We cannot offer refunds on canceled 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 canceled my order; when will I get my refund?
Guest Services will contact you within 24 to 48 business hours once the order has been canceled. Once we verify the refund information, it will take 3-14 business days, depending on the form of payment, for you to receive your refund.
Are there any exclusions on my warranty?
The product manufacturer determines what is and is not included under their warranty. Please visit our warranty center 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 here to file a warranty claim and see if your mattress qualifies.
Are there any fees associated with a warranty claim?
No, our re-selection and warranty exchange is 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 can visit 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 GuestSupport@SleepOutfitters.com or 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 mattress assortment or contact our Guest Services Team at 866-637-3778.
Marketing & Advertising
What is your current sale?
See our current offers here.
Financing & Payments
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 apply your finance approval to your selected products.
I am still waiting to receive 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?
Our foundation and adjustable base options can be found here.
What is the difference between a regular profile and a 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, making it difficult to get into bed. Consider the low-profile foundation if you do not want the mattress to cover too much of your headboard and footboard.
Is a foundation required for all mattresses?
A proper foundation is essential to preserve the life of your mattress. Specific bed frames come with built-in foundations, which provide the necessary support. Your Outfitter will advise you of the best option for you.
Deliveries
Does Sleep Outfitters charge for shipping or delivery?
Learn more about our delivery fees and policies here.
Where do you deliver?
We can deliver anywhere within the continental United States. Learn more about our delivery policies here.
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. Learn more about our Delivery Policies here.
Can I pick up my merchandise?
Absolutely! The stores have select inventory available in our showrooms for pickup. If we do not have the product available that day, we will happily have it brought from our warehouse to the store for you to pick up.
What happens if an item is damaged at the time of delivery?
At that time, please contact the store or Guest Services. We will process an exchange of the damaged product. Please contact us within the first 48 hours after delivery is received.
How do I check my order/delivery status?
You can track your delivery here. You will need your sales order number at the top of your receipt to find your delivery. You can begin tracking your delivery at 7pm EST the evening before your scheduled delivery date. On the delivery day, you can use this site to follow our truck and track estimated time-of-arrival updates throughout the day until your product arrives.
When will my driver 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 your delivery day.
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. If you feel that you would benefit from sleep tips to aid in the break-in period of the mattress, please contact GuestSupport@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 delivery?
Please take pictures of the damage. They can be emailed to GuestSupport@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.
Order Cancellation
How can I cancel my order?
If you wish to cancel your order, please contact the store before the scheduled delivery date. If you purchased online, please contact GuestSupport@SleepOutfitters.com.
Can I change my order?
Yes, you can change your order at any time before 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?
Learn more about a career with Sleep Outfitters and apply for jobs here.
