Customer Service
Need help with an order? Start here. Choose the option that matches how your mattress is being delivered.
Track My Order
Tracking is emailed when your order ships. Start with the option that matches how you checked out:
Freight delivery: you’ll typically receive a scheduling call/text and an adult signature is usually required. If you don’t have the carrier PRO/BOL number, use Track as Guest or email [email protected].
Fastest Help Links
These solve most issues in under a minute:
Prefer the full library? Visit our FAQs.
Freight Delivery Flat-Shipped Mattresses
Freight delivery is scheduled and requires someone to be available. Most freight deliveries are curbside and require an adult signature.
Freight timeline & scheduling (what happens step-by-step)
- Order ships: You’ll receive shipping confirmation when the mattress leaves the manufacturer/warehouse.
- Carrier contact: The freight carrier typically calls/texts to schedule a delivery window.
- Appointment day: Someone must be present to receive and sign (adult signature).
- Delivery type: Standard service is curbside. Threadhold delivery is available for an added fee.
- Typical timing: Many freight orders arrive in about 1–3 weeks (location and scheduling can affect this).
More detail: Shipping & Delivery
Missed appointment / limited access (walk-ups, gates, tight driveways)
If a freight appointment is missed, carriers may charge redelivery or storage fees. If access is limited (stairs, gated entry, narrow roads/driveways), tell us early so we can note it or discuss options.
If you need help quickly, email [email protected] with your order # and delivery ZIP.
Parcel Delivery Boxed Mattresses (UPS/FedEx)
Parcel delivery is the “standard” UPS/FedEx experience—no appointment needed. Boxes may arrive on different days if shipped separately.
Unboxing, expansion, and “new mattress smell”
Boxed mattresses should be unboxed soon after delivery. It’s normal for a boxed mattress to take 24–72 hours to fully expand, and you may notice a mild “new foam” scent that fades with ventilation.
Related: After Delivery FAQs
Damage, Missing, or Wrong Item
What to do at delivery (this protects you and speeds resolution)
- Inspect packaging/product immediately. Take clear photos (wide + close-up).
- Freight If there’s visible damage, DO NOT ACCEPT the delivery.
- Parcel Photograph the box, shipping label, and product as soon as it arrives.
- Concealed damage: Email photos within 24 hours to [email protected].
Full shipping guidance is also in Shipping & Delivery FAQs.
Order & Billing Help
Change, cancel, or address update
Contact us immediately at [email protected]. Changes/cancellations are only possible if the order has not entered production or shipped. Once in transit, reroute or redelivery fees may apply.
Detailed language: Checkout & Payments FAQs.
Payments, financing, and verification holds
We accept major cards and offer Affirm financing on eligible orders. Some orders may require quick verification to protect customers.
More: Financing Options and Checkout & Payments FAQs.
Comfort Exchange
Some mattresses we sell are eligible for a one-time Comfort Exchange if the feel isn’t right. Eligibility is based on the mattress type and delivery method:
- Flat-shipped (freight) Mattresses may be eligible for a one-time Comfort Exchange (see full policy).
- Boxed (UPS/FedEx) Mattresses are final sale to keep pricing low.
If eligible, exchange requests are typically allowed after 30 nights and within 60 nights of delivery (one time per order).
To start faster, include your order # and delivery ZIP. If donation proof is required, we’ll guide you step-by-step.
Warranty Help
How warranty coverage works
All mattresses include a manufacturer warranty (terms vary by model). Warranties generally cover manufacturing defects and qualifying sag beyond the brand’s threshold. They do not cover comfort preference, misuse, stains, or improper support.
More: Warranty & Support FAQs.
Start a Warranty Claim
Email [email protected] with your order number, a brief description, and clear photos (including the foundation/support and the law tag if available).
Still Need Help?
Email us anytime at [email protected]. We aim to reply within 1 business day.
Phone Hours: Mon–Thurs, 9am–4pm; Fri 9am–12pm (ET)
Phone: (678) 999-2216
For fastest help, include your order number and shipping ZIP code.