Frequently Asked Questions (FAQ) – Mattress Stores LLC

 

General Questions

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Are your mattresses new?

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Yes. All mattresses sold by Mattress Stores LLC are brand‑new, never used, never refurbished, and never returned.

 

Do you sell factory seconds or damaged items?

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No. We do not sell used, damaged, or factory‑second mattresses.

 

Comfort & Size Questions

What if I don’t like the comfort of my mattress?

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Comfort is subjective. Once a mattress has been opened or used, it cannot be returned for comfort reasons.

 

Why does my mattress feel different at home than in the store?​​​​​

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Mattresses may feel different depending on your foundation, room temperature, and how your body adjusts over time. This is normal and not considered a defect.

 

Are mattress sizes exact?

 

Manufacturers allow slight variations in height, width, and length. Minor size differences are normal and not considered defects.

 

Warranty Questions

 

Who handles warranty claims?

 

All warranty claims are handled directly by the manufacturer, not Mattress Stores LLC.

 

Can Mattress Stores LLC approve or deny a warranty claim?

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No. We cannot approve, deny, or authorize replacements. Only the manufacturer can make warranty decisions.

 

What if the manufacturer tells me to contact the store?

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Some brands — including DreamCloud and Nectar — may incorrectly direct customers back to the retailer. We can assist, but we cannot make warranty decisions. All final decisions come from the manufacturer.

 

Who pays for shipping during a warranty claim?

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Shipping, inspection, and transportation fees are determined by the manufacturer. Customers may be responsible for these costs. Mattress Stores LLC does not cover warranty‑related shipping fees.

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What is NOT covered by warranty?

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• Comfort dissatisfaction

• Normal body impressions

• Stains or soiling

• Damage from misuse or improper support

• Missing law tags

• Damage occurring after delivery

• Normal wear and tear​

 

Returns & Exchanges

 

Can I return a mattress after opening it?

 

No. Opened mattresses cannot be returned.

 

Can I exchange my mattress for a different one?

 

Exchanges are not allowed unless the manufacturer approves a warranty replacement.

 

Delivery Questions

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How Do you deliver?

 

Yes. We ship mattresses via FedEx directly to your door.

 

Are delivery times guaranteed?

 

Delivery times are estimates. Delays caused by carriers or manufacturers are outside our control.

 

How will I know my delivery date?

 

Once your order ships, FedEx will provide:

• A tracking number

• An estimated delivery date

• An approximate delivery time window

FedEx updates tracking in real time, so you can follow your shipment’s progress from our warehouse to your doorstep.

 

Are delivery times guaranteed?

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Delivery times are based on FedEx’s tracking system and may vary. Weather, routing, and carrier delays are outside our control.

 

Will you move or remove my old mattress?

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No. Mattress Stores LLC does not remove or dispose of old mattresses.​​

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Financing & Payment Questions

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Do you offer financing?

 

Yes. We offer financing through third‑party providers such as Affirm, and Klarna (availability may vary).

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Does Mattress Stores LLC make financing decisions?

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No. All approvals, denials, and payment schedules are determined by the financing provider.

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What payment methods do you accept?

 

We accept major credit/debit cards and approved financing options.

 

Store Policies & Guarantees

Do you offer a low‑price guarantee?

 

Yes. Ask a representative for details.

 

Are your mattresses covered by a manufacturer warranty?

 

Yes. Every new mattress includes a manufacturer warranty.

 

Contact Us

 

For questions, assistance, or guidance with warranty claims:

Mattress Stores LLC 810‑744‑9920