FAQ’s

Commonly Asked Questions about Delivery, Exchange and Warranty

Q. What to do If your bed arrives damaged.
A. If you notice any damage (rips, tears, stains, and manufacturer defects) while the delivery team is in your home you can either accept or refuse the order.  They will not allow you to accept partial delivery so if you refuse, the entire order will be sent back. Whether you choose to accept or refuse we will get you a replacement if there is damage but it is very important to make sure the delivery team notes the damage on their paperwork.  Do not sign anything until they show you they have noted it. Please notify us (call: 877-246-7533 / email: support@sleepcity.com)   right away if there is damage and let us know if you refused or accepted and we will work on getting a replacement ordered. If you accept damaged product please email us a picture of the damage along with a clear image of the law tag on the piece that was damaged and we will take further actions to get you a replacement.

Q. What to do If you bed is damaged during delivery.
A. Pay attention to the delivery team as they are setting up your mattress. If you notice that the delivery team caused damage (generally rips or tears) to any of the pieces, say something to the delivery team and have them note it on their delivery form. This will insure that the damage was done by the delivery team and not by you or the plant. At this point you can accept or refuse the order. Please notify us (call: 877-246-7533 / email: support@sleepcity.com)  right away if there is damage and let us know if you refused or accepted and we will work on getting a replacement ordered. If you accept damaged product please email us a picture of the damage along with a clear image of the law tag on the piece that was damaged and we will take further actions to get you a replacement.

Q. What to do If you notice damage after the delivery guys have left.
A. Please notify us right away (call: 877-246-7533 / email: support@sleepcity.com) if you notice damage to product after the delivery team has left.  This is more difficult for us to fix but it is extremely important for you to notify us as soon as possible.  Please let us know within 24 hrs of delivery.  If you discover damage past this time period it becomes more difficult for us to address.

Q. What kind of damage will be considered for a damage replacement at the point of delivery?
A. Rips, tears, incomplete stitching and stains (stains generally only occur if the plastic bag it comes in gets ripped or torn) are considered for damage replacement. Note: It is normal for there to be loose thread ends.  Please take scissors and snip them. Do not pull them.  The handles on the side are only intended to help position the mattress once it is on the foundation to get it centered correctly.  Do not use the handles to lift the mattress. Only use the handles to slide mattress side to side once on the foundation.  They can tear or rip if you lift the mattress. Depending on the situation, cosmetic issues can be considered eligible for further discount or replacement.

Q. What to do If something in your home is damaged during delivery.
A. Make sure to make note on the delivery receipt of the damage.  Be as specific as you can.  Take pictures of the damage.  You will need to send an email with pictures and a written description of how it happened to us at support@sleepcity.com and propertydamage@mxdgroup.com.  If you notice damage after the delivery team has left please call us at 877-246-7533 as soon as possible to notify us then follow the same email instructions.  It’s harder to prove the delivery team is responsible for property damage after they leave so please do thorough inspection before signing off with the delivery team. 

Q. what to do If you have complaints about the delivery service.
A. If you are not satisfied with how the delivery service went contact MXD customer care at 1-866-711-3129. They will note your complaint and advise the delivery agent.

Q. What to expect the first night through the first month of sleeping on your mattress.
A. It is common for your new mattress to feel firmer than expected or compared to the model you tried in the showroom, especially the first few nights. Because Floor models have had hundreds of people lay on them, they are already broken in.

There is a break in period for all mattresses. You need to give your mattress some time to get used to your body and for your body to get used to the mattress. The average break in period for a mattress is 2-4 weeks and can be longer for some. If after 30 days and under 100 you aren’t in love with your mattress you may want to consider getting a comfort exchange.

Also you may experience a new mattress smell. This smell will dissipate within the first 2-4 weeks.

Q. What is a comfort exchange?
A. At Sleep City, we want you to love your new mattress. Sleep on your new bed for 100 nights, and if you do not love the improvement in your sleep we will offer a one-time comfort exchange for a mattress of equal or greater value.  If a mattress of lesser value is selected, a store credit will be issued.  In-store credits must be used within one year of comfort exchange date. All we ask is that you sleep on your new mattress for at least 30 days before making a decision. Your new mattress will require a break-in period to allow your body to adjust to the support system and pressure-relieving foams. All factory tags and labels must be kept intact for exchanges. Mattress must remain free of bodily fluids, stains, rips, tears and noxious odors such as cigarette smoke. To protect your bed and your 100 Night Love Your Bed Guarantee, we recommend purchasing our mattress protector that is guaranteed to protect against staining for 10 years.

Q. How do comfort exchanges work for online orders?
A. With online comfort exchanges the mattress needs to be sent back to Montana because the plants will not take the mattresses back. You are responsible for the shipping fee of sending the mattress back and the delivery charge for the new mattress. The delivery charge for the new mattress is $150. Shipping costs back to Montana depend on your location and can range anywhere from $200-$900.

Because of this it is important that you are sure of your mattress choice.

Q. How to setup my Smartmotion base?
A. The delivery team will set up your Smart Motion base. If you would like to do it yourself or would like to see the correct way to set up it up watch this tutorial on You Tube: https://www.youtube.com/watch?v=dIOwW9XxpFA

Q. Is there a way to expedite delivery?
A. Unfortunately there are limitations with ordering factory direct especially for single bed orders (this includes damage replacements and warranty replacements). Each plant produces a lot of mattresses for a lot of companies and single mattress orders usually cannot be pushed to the front of the line.

Q. How do I know I have a warranty issue?
A. Each mattress comes with a manufacturer’s warranty.  The warranty is there to protect you from manufacturing or material defects such as deep body impressions or incomplete stitching. It’s important to understand a warranty is not an estimated life expectancy and there is a difference between normal wear and tear and a manufacture defect. For example if a body impression does not exceed 1.5” on an innerspring mattress or ¾” on memory foam mattress it is deemed normal wear and tear by the manufacturer. Your mattress must be stain free and in sanitary condition to honor manufacturer’s warranty.  If you feel the mattress isn’t comfortable please see the 100 Day Comfort Exchange Policy

Q. What to do when you think you have a warranty issue with your adjustable base?
A. If you think you have a warranty issue with your adjustable base contact Ergomotion at 1-888-550-3746 or email info@ergomotion.com . You may also visit their website at http://www.ergomotion.us/ .

Q. What to do if you think you have a warranty issue with your mattress?
A. Contact us and we will send you a warranty claim form with instructions. Fill out and follow the instructions on the warranty claim form. A copy of original bill of sale is needed to determine original date of purchase. Model name label and law label must be attached to identify the bedding and validate the warranty.

Q. Do I need a box spring/foundation?
A. Using the box spring/foundation and a frame that provides rigid center support will protect your warranty. If you have a frame with an open slatted mattress support system (e.g. a platform bed frame in which your mattress rests directly on the slats with open spaces between the slats) where the openings between the slats are 2 inches or less you do not need a box spring to protect your warranty. If the openings between the slats are more than 2 inches, the support system may be modified by applying a solid platform on top of the slat system to protect your warranty.  It’s important to use the same brand of boxspring/foundation as the mattress to protect your warranty.

Q. Do I need a mattress protector?
A. We suggest you use a mattress protector to protect your mattress from water damage, dust mites, allergens, all sweats, oils, bodily fluids and spills. Also the use of a mattress protector will protect your warranty. A warranty cannot be approved if there are burns or stains.

Q. What are the free mattress protectors like?
A. The mattress protector that we offer for free with some models, is elastic fitted all the way around, waterproof, breathable, dust mite & allergen barrier and washable. It will protect against all sweats, oils, bodily fluids, and spills.

Q. What are the free pillows like?
A. The pillows that we offer for free with some models are a gelled micro fiber pillow that retails around $69 for queen and $89 for king. These pillows are a great high quality, all purpose pillows.

Q. What are the free bed frames like?
A. The bed frame we offer for free with some models is a high quality premium frame made by a company called Leggett and Platt.  It is the highest quality frame that Simmons stocks in their plants and fits all mattress sizes twin through cal king.  They feature large locking casters/wheels and center support that runs head to toe rather than side to side for maximum support.

Q. What are the handles for on the mattress?
A. The handles on the side of the mattress are for adjusting placement, not rotating or lifting the mattress. Using the handles to lift or rotate the mattress will most likely result in tearing the handles. A warranty replacement will not be issued for ripped handles as they do not affect the performance of the mattress.

Commonly Asked Questions about Sleep and Sleep Products

Q. Is it true that napping can be bad for you?
A. There’s nothing wrong with taking a short nap. But if you’re napping all the time, it could be a sign that you aren’t getting the deep, restful sleep you need.

Q. Does the mattress affect how a person sleeps?
A. Mattresses either encourage sleep or rob you of sleep, and can determine how refreshed you feel in the morning. Your body needs a comfortable, supportive mattress – and it will let you know if you don’t have one.

Q. What are some ways to get a better night’s sleep?
A. A few key things should help. Try going to bed and getting up at the same time every day – even on the weekends. This will help keep your biological clock in sync. Develop a sleep ritual by doing the same things each night just before bed. Parents often establish a routine for their kids, but it can help adults, too. A routine cues the body to settle down for the night. Another hint: Unwind early in the evening so that worries and distractions don’t keep you from getting a good night’s sleep. Finally, create a restful sleep environment – sleep in a cool, quiet, dark room on a comfortable, supportive mattress and foundation – to get your best night’s rest. If you’re sleeping as much as you need, but still find that you’re sleepy during the day, you should consult your doctor to see if you might have a medical condition interfering with your sleep.

Q. What’s the right amount of sleep?
A. It differs for every person. Some people may need as much as 10 hours a night and others need much less. The average person needs 7-8 hours a night. If you find yourself sleepy during the day, you probably need more sleep at night. Or if you sleep longer on the weekends than during the week, you probably need more sleep during the week.

Q. What can people who work at night do to sleep better?
A. Anyone who sleeps during the day needs to make sure their room is dark – use heavy window coverings to block out the light. This is important for everyone, but particularly for people who sleep when it’s bright outside. Also, make sure your room is cool, between 60 to 65 degrees Fahrenheit (16 to 18 degrees Celsius). Sleep on a comfortable, supportive mattress and foundation that offers you enough space to move around comfortably. And sleep in a room that’s quiet. The sleep environment is a very controllable part of good sleep – whether you’re sleeping during the day or at night. You can adjust the temperature, replace an uncomfortable or worn-out mattress, block out noise with earplugs or a white noise machine and keep light from your bedroom with dark blinds or eye shades.

Q. Is there a problem with falling asleep on the sofa watching television?
A. If you regularly fall asleep on your sofa, you may not be getting as much sleep as you need at night in your bed. Or maybe your sofa is more comfortable than your bed! In either case, you should make sure to practice good sleep habits – from sleeping on a comfortable, supportive mattress to not drinking alcohol too close to bedtime.

Q. What if there’s no time for sleep? What can people do to sleep better?
A. Exercise regularly – people who exercise a few times a week sleep better than people who don’t. Also, avoid caffeine, alcohol and tobacco products late in the day. All can interfere with sleep. Sleep in a dark room, on a comfortable, supportive mattress. Keep the room cool and quiet. And if you find yourself too stressed to sleep, make a list of all the things you need to do. Once you’ve made your to-do list, give yourself permission to relax and sleep.

Q. Can people make up for lost sleep during the week by sleeping in on weekends?
A. No. If you sleep more on the weekends than during the week – and many of us do – this indicates that you have a “sleep debt.” A sleep debt accumulates when you don’t get enough sleep. The only way to reduce the debt is to sleep as much as your body needs every night.

Q. How can someone tell if they have a sleep disorder?
A. See your doctor. You may have a medical condition that interferes with getting a good night’s sleep.

Q. What’s the best mattress?
A. The answer is a matter of individual taste. There is no one-size-fits-all. To determine the mattress that’s best for you, use the process of elimination with a “rest test.” As you lie down on store mattresses, pay attention to three of the mattress’s most important features: comfort, support and space. The mattress that best fulfills the combination of these needs is the “best” mattress for you.

Q. How can I best shop for mattresses?
A. Understand your needs before you start. Think about your lifestyle. And what about your body? Has it changed and how has this affected your needs for support or your comfort preferences? Finally, think about space needs and if you have a partner, take your partner with you to shop for a new mattress. It’s important to find something to meet both your support needs and comfort preferences. Armed with this information, go to a mattress retailer you trust, someone who will answer your questions with information. Then, take a “rest test” to compare the feel of different mattresses by lying down on them. You will quickly find some mattresses you like and others that do not meet your personal comfort preferences and support needs. Through this process of elimination, you can determine which mattresses you like best.

Q. How can you tell when a mattress is “used up?”
A. Your body should tell you when it’s time for a new one – but are you paying attention? If you regularly wake up feeling stiff and sore or if you aren’t sleeping as well as you did a year ago, it may be time to replace what you’re sleeping on. At least twice a year, check for visible signs of wear and tear and ask yourself if you’re sleeping better or worse than you did a year ago and if a new mattress might improve your sleep.

Q. What should people look for in a new mattress?
A. Four keys to keep in mind are support, comfort, space and matching sets. The mattress that’s right for you will keep your spine in proper alignment – how your spine is when it’s in good standing posture – supporting your body and cradling it along its curves. The right mattress will also be comfortable for your body. Keep in mind that your comfort preferences are likely to change as you age. Make sure the mattress provides enough space for easy, free movement. Couples should sleep on a queen or king-size mattress. And keep in mind that a mattress and foundation are designed to work together. Buy them as a set and get the most out of your investment.

Q. What is the best way to try a mattress?
A. The best way to try a mattress is to take the “SLEEP Test”:
Select a mattress. Lie down in your sleep position. Evaluate the level of comfort and support. Educate yourself about each selection. Partners should try each mattress together. Don’t be embarrassed! You don’t think twice about test driving a car, and you shouldn’t think twice about “SLEEP Testing” a mattress. Lie down on the mattress for several minutes and assess how well it provides support and how comfortable it is for you. The only way to tell if a mattress is right for you is to lie down on it.

Q. How much should I spend on a mattress?
A. In short, spend enough on a mattress to ensure that your individual comfort and support needs are being met. Be sure not to shortchange yourself out of a good, quality night’s sleep and buy the best mattress you can afford.

Q. What size mattress does a couple need?
A. Couples should sleep in a queen or king-size mattress for free, easy movement. Couples who sleep on a full mattress are only allowing themselves the same room to move around as a baby has in a crib.

Q. What can new parents do to sleep better?
A. It’s a universal fact – new parents just sleep less. So get the best sleep you can, even if it’s for shorter periods of time. And learn to sleep when your baby does. It may be tempting to tackle chores while your baby sleeps, but a quick nap will help boost your energy.

Q. Should a parent pass down an old mattress to a child?
A. If a mattress is no longer comfortable for you, it’s not good enough for someone else – especially your child. As kids grow, they need supportive and comfortable bedding as well.

What to expect from your new mattress
All mattresses manufactured in the United States are hand-assembled, which means that no two mattresses will ever be identical. Each mattress will have unique characteristics which include, but are not limited to, skipped threads, crooked seams, and fabric scuffs. These slight imperfections do not affect the manufacturers warranty or the physical performance of the mattress.

Tall, thicker mattresses
Today’s mattress options are often thicker and higher off the ground than older mattresses, resulting in a less than perfect fit for your sheets. Deep pocket sheets or high contour sheets are available for these types of mattresses.

Mattress impressions
New padding layers will begin to form to your body immediately, and as a result you can expect the formation of body impressions – an indication that the mattress is working for you. Padding settling is a normal occurrence and can be reduced, but not eliminated, by following a monthly rotation schedule.

Mattress comfort
Give it some time. Your new mattress may not feel exactly like the one on the showroom floor. It often takes four to five weeks for your body to adjust to the stronger support of a new mattress, especially because your old mattress has been breaking down over the years. Patience is important.

Mattress foundations
A new mattress needs a strong foundation beneath it for support. If you did not purchase a new box spring along with your new mattress, please be advised that improper support of a mattress will eventually cause it to sag, and may invalidate your warranty.

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