Frequently Asked Questions

No, under the terms of the program beds cannot be returned nor exchanged.

No, due to liability reasons, pick-up at the factory is not permitted.

No, products are made to order only after payment is received. Delivery windows vary depending on the contracted carrier. There is no way to expedite or rush an order.

Unless you have a solid platform bed, please order a foundation to properly support the mattress. All three foundation heights offer the same support, order the height that works best for your desired bed height.

Yes, you will receive an email confirmation. You may also log on to your account to view order details.

No, bed frames are not included

Delivery of your bed is handled by a third-party delivery service based upon geographic location. The delivery agent responsibility is to receive your bed from our plant and deliver it to your residence. Old mattress and box spring removal is also included as part of the delivery service if needed. When scheduling delivery, alert the agent if you require your old mattress and/or box spring removed. Terms and conditions apply, refer to your delivery agent’s communication.

Once your order is placed, the delivery agent will reach out to you to establish contact. When you are notified of a delivery date, the service generally gives you a four-hour window of time on the specific date that they will be at your home. Delivery is typically Monday-Friday. You must respond to the agent’s texts, emails and/or phone calls for delivery confirmation.

Deliveries may be as soon as 3 weeks from order placement or as long as 8 weeks depending on current plant capacity.

No, as this will void any warranty on the mattress.

If you have not found the answer to your question, please email MarriottEBP@sertasimmons.com and include your order number, name and delivery address.