Shipping Procedures & Policies
We want you to have the greatest experience you can have when working with us and we want to inform you on what to expect regarding the shipment and delivery of your order. It is important for you to read and understand our shipping procedures and policies.
FREE SHIPPING is included on most orders and white-glove delivery is available on all of our large mattress sets. We will confirm what type of delivery that your order will be shipped by when we confirm the order with you. Order sent to Alaska, Hawaii, any urban and remote addresses or deliveries with any special requirements will incur additional costs that will be the customer’s responsibility. When your order has been shipped and we receive the tracking information, it will be forwarded to you. For large shipments arriving by common carrier, a representative of the common carrier will contact you to make arrangements for delivery.
If an order is refused once it is shipped from the factory, the customer is responsible for all shipping charges, including outbound and return shipping and will be charged a additional 10% restocking fee.
THIS IS THE MOST IMPORTANT PROCESS YOU NEED TO KNOW:
When your order left the factory, it was in perfect condition and, in a perfect world, should arrive in the same condition. There is always the possibility of damage and you should be prepared for this occurrence.
Please have a digital camera with you at delivery, if possible. Please open all boxes and inspect the products BEFORE the delivery carrier leaves. If the merchandise arrived visibly damaged, refuse the order and take pictures of the damaged product and the container it arrived in, if possible.
If your order includes White Glove Delivery, please thoroughly inspect your order BEFORE you sign the Bill of Lading or Waybill provided by the driver and the carrier personnel leaves your residence.
IMPORTANT! Concealed damage MAY NOT be claimed with any carrier so it is the responsibility of the customer to inspect all contents before signing any documents. The carrier personnel must provide you the opportunity to inspect the contents before they leave. If they refuse to do so, make a note of this on the Bill of Lading or Waybill before they leave.
If there is any damage, note it on the freight bill and take digital pictures, if possible.
Once the customer has signed the freight bill from the carrier, they have accepted the product in good condition. Any shipping damage claims after the signed acceptance from the customer cannot be replaced as the customer has now released the freight company from any liability.