Frequently Asked Questions (FAQ) – Mattress Stores LLC

​​

General Questions

​

Are your mattresses new?

​

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?

​

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?

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?

​

Your foundation, room temperature, and personal adjustment period can affect how a mattress feels. 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.

​

Mattress Setup & Opening

 

Why is my mattress rolled or compressed?

 

Most modern mattresses are shipped in a sealed box for easier delivery. This is normal.

​

How long does it take to expand?

 

Mattresses typically expand within a few hours, but full expansion may take up to 48–72 hours.

​

Why does my mattress have a new‑mattress smell?

 

A temporary “new mattress” scent is normal and will fade. Allowing the mattress to air out helps it dissipate faster.

 

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?

​

No. Only the manufacturer can make warranty decisions.

​

What if the manufacturer tells me to contact the store?

​

Some brands — including DreamCloud and Nectar — may incorrectly direct customers back to the retailer. We can assist, but all final decisions come from the manufacturer.

​

Who pays for shipping during a warranty claim?

​

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.

What is NOT covered by warranty?

• 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.

 

Layaway Questions

Do you offer layaway?

 

Yes. Layaway is available on most mattresses.

​

How does layaway work?

​

• A down payment is required to start layaway.

• You may make payments at your own pace.

• The mattress ships once the balance is paid in full.

• Layaway payments are non‑refundable.

 

Is layaway interest‑free?

​

Yes. Layaway has no interest and no credit check.

​

Delivery Questions

 

How do you deliver?

 

We ship mattresses via FedEx directly to your door.

​

Will FedEx call before delivery?

 

No. FedEx does not call or schedule appointments.

​

Where will FedEx leave my mattress?

 

FedEx typically leaves the box at your front door or a secure location.

​

Are delivery times guaranteed?

 

Delivery times are estimates based on FedEx’s tracking system. Weather, routing, and carrier delays 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

• Real‑time updates

 

Do you move or remove old mattresses?

​

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

​

Do you offer in‑home setup or carrying inside?

 

No. FedEx delivers to your door only.

 

Financing & Payment Questions

 

Do you offer financing?

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

​

Does Mattress Stores LLC make financing decisions?

 

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

​

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