Terms of Service
At The Sleep Shoppe we strive to ensure every customer is completely satisfied with their purchase. In an effort to make your shopping experience with us as smooth as possible, we have outlined in complete detail the terms of sale below. Please read this carefully. When you make a purchase at The Sleep Shoppe, you are agreeing to these terms in their entirety and without exception. If you have any questions, please do not hesitate to contact us.
CLERICAL & FINANCIAL INFORMATION
Payment for all merchandise must be collected at (or before) the time of delivery. The customer acknowledges receipt of a completed copy of the sales receipt, and if applicable, that the purchase of the described merchandise will be in accordance with the revolving charge account agreement between the customer and the finance company. Our office reserves the right to correct clerical errors and collect or refund the corrections upon written notice to the customer. Approved refunds will be issued by the same method of payment used at the time of purchase.
If an item is not available for immediate delivery from our own stock, it will be ordered on the customer’s behalf from the manufacturer and is considered “special order” merchandise. Special order merchandise is not cancelable after more than three days from the date of purchase, and a 25% restocking charge will be applied to all cancellations.
RETURNS AND EXCHANGES
All sales are subject to the return policies outlined in detail here. If you have any questions, please do not hesitate to contact us.
WHAT TO EXPECT FROM YOUR NEW MATTRESS
It is normal for all mattresses to require a break-in period before they will feel like the display models that we have in our showrooms. Usually your mattress will feel firmer until it has broken in and it is able to adapt to your body the way it is intended to. It is also typical for all new mattresses to have a slight odor during this time, which is completely normal and will naturally dissipate on its own. During the first couple of months your mattress will begin to develop body impressions where you sleep as it maps out your pressure points. This is also normal. If you have any questions during this time, please don’t hesitate to contact us.
No mattress will remain perfectly flat throughout its lifespan. All mattresses are designed to conform to your body, and in doing so will develop an impression where you sleep. This is completely normal. The majority of the mattresses that we sell come with a manufacturer’s warranty, which (during the time frame established by the manufacturer) guarantees the product in the event of a defect in materials or workmanship. Because body impressions are normal on all modern mattresses, every manufacturer’s warranty allows for a certain amount of body impression before considering it to be indicative of a structural problem. This impression tolerance varies depending upon how each specific mattress is made, and will be listed in the warranty information for your particular mattress. We keep additional copies of every manufacturer’s full warranty details available for perusal in our stores, and would be happy to provide you with a physical or digital copy of the warranty info for your mattress prior to your purchase. Please ask your sales associate if you have any questions.
If you have an issue with a product you have purchased from our store and need to contact the manufacturer to file a warranty claim, we will be happy to assist you in contacting and communicating with the manufacturer’s warranty department. That being said, please be advised that the terms of the warranty, and all decisions pertaining to it are solely determined by the manufacturer of the product, as they are the ones that hold the warranty, not The Sleep Shoppe.
It is important to read your warranty card or owner’s manual, as it will inform you as to any maintenance that may be required, as well as things that the warranty does not cover. It is solely the responsibility of the customer to ensure that they meet all the warranty requirements.
Manufacturer’s warranties typically do not cover transportation costs, or damage that may occur due to abuse. The tag sewn into your mattress listing the facility it was manufactured in is referred to as the “law label”. This tag is crucial to your warranty, as it contains vital information for the manufacturer, such as the lot number and serial number. If this tag is removed, in most cases it will void your warranty.
Using a new mattress with an insufficient support system (like certain slatted beds, an old box spring, or a bedframe without the required center supports) will void your mattress’s warranty, and may pose a safety risk to you and your family.
A liquid stain is quite possibly the most common cause of premature failure in a mattress. For this reason, we offer several mattress covers that will guarantee your mattress is properly protected if purchased on the same receipt as your mattress. We could not recommend this more highly. In the eyes of almost every mattress manufacturer, a liquid stain is seen as abuse, and will automatically void the warranty of your mattress.
When purchasing a floor model, the item that you are purchasing is being sold ‘as is’, complete with any flaws or visible imperfections that it might have. Floor model merchandise is not subject to cancellation, returns, or exchanges of any kind, and is not covered under the manufacturer’s warranty. Please inspect any floor model merchandise thoroughly before purchasing it, as all sales on floor model merchandise are final.
Upon receiving your merchandise at our warehouse, we will then contact you to schedule a delivery day that is convenient for you. The delivery service will then contact you the evening before your delivery date with a three hour time window during which you can expect your delivery. These time windows are based on the geographical route that they have for that particular day, and cannot be changed by The Sleep Shoppe. Due to the unpredictable nature of road conditions and traffic, keep in mind that all delivery windows are estimates only. If any unexpected delays occur, either The Sleep Shoppe or the delivery service will attempt to notify you as soon as possible.