Shipping, Delivery, and Pick Up Policies
White Glove Delivery and Delivery Tracking
Our delivery team will contact you to provide a 3-hour window of when you can expect your new mattress. If your delivery isn't made within the 3-hour window provided to you, then the cost of your delivery will be made free. (See store for more details.) Your notification will arrive the night before delivery to the email address you provide. White Glove Delivery includes:
- Free in-home set up of your mattress set and adjustable base, if applicable
- Removal of old mattress and/or box spring : $25 per piece. ** Please note that we cannot remove stained mattresses due to the potential bio-hazard risk to our delivery teams.
- Courteous and professionally-trained White Glove Delivery personnel
- Sanitary booties worn to protect your home upon request
- The ability to track your delivery here
How to Prepare for a Mattress Delivery
It's good to know how to prepare for your mattress delivery. Here are a few things to keep in mind before your new mattress arrives:
- Make sure the path to where the mattress is going is clear
- Move things such as picture frames, vases, or anything that might get knocked over or broken to a safe place
- If you have pets, make sure to secure them so they don't accidentally get hurt
- The area surrounding the destination of your new mattress should be cleared of anything that might get stepped on or tripped over
- If you have a mattress that will be removed, be sure to remove anything on it, including sheets and pillows
What to Expect Before and During Your Mattress Delivery
The 3-hour delivery window can only be assigned to you by the delivery services team. If we fail to deliver within the assigned time period, you will be refunded your paid delivery fee. However, if you're not home on the scheduled delivery day, you will be charged for a second delivery attempt. While we will try to provide a shorter, convenient delivery window, you may ultimately be obligated to be home the entire date of delivery.
A responsible person, 18 years of age or older, must be home during the delivery to sign the release/delivery documents.
A few things to keep in mind about White Glove Delivery:
- All requests of the White Glove Delivery personnel must be made during the delivery
- White Glove Delivery personnel are only allowed to remove old mattresses and foundations/box springs; they cannot remove bed frames, headboards, or any other furniture. ** Please note that we cannot remove stained mattresses due to the potential bio-hazard risk to our delivery teams.
- They cannot move furniture to other rooms in your house, nor can they assemble (or disassemble) furniture not purchased at Mattress Warehouse
- White Glove Delivery personnel cannot return to your home after delivery is complete
White Glove Delivery is currently available in Delaware, Maryland, Pennsylvania, New Jersey, North Carolina, Virginia, West Virginia, and Washington, DC. We also operate/deliver in select areas of South Carolina, Georgia, Florida, and New York. We do not ship internationally, to PO Boxes, Alaska, or Puerto Rico. For shipping outside of these areas, please speak to a chat representative or call 1-877-490-7511.
Small parcels, including pillows, sheets, mattress protectors, select furniture and other small accessories, will ship via FedEx or UPS. Signatures are not required. The delivering carrier and available shipping methods may vary depending on the destination.
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Purchase Amount or Item
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Delivery Fee
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|---|---|
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Mattresses/Box Spring & Adjustable Bases/Beds
*Current promotion - FREE delivery and set-up on all orders over $999 within our delivery footprint
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$99
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TEMPUR-Pedic Mattresses
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Free
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Bedding & small accessories (pillows,sheets,mattress protectors)
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Free
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Extended Delivery: Nationwide (Continental U.S. only)*
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Purchase Amount or Item
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Delivery Fee
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|---|---|
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Purchases above $500
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$199
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Purchases below $500
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$299
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TEMPUR-Pedic Mattress sets
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Free
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Bedding & small accessories (pillows,sheets,mattress protectors)
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Free
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Customer Pick Up
For your convenience, all items are available for pick up free of charge from any of our stores. Please be sure to bring your receipt and a valid photo ID when you pick up your order.
In-Store Pick Up/Ship to Store
Mattress Warehouse will send an email confirmation when your order is available for pick up in one of our stores. Due to variations in inventory between stores, some items may not be immediately available at your local store and will require shipping from our warehouse. These items are generally available for pick up from your chosen store within 5-7 days from placing your order.
Drop Ship from the Manufacturer
Select items will ship directly to your doorstep from the manufacturer and are not available for White Glove Delivery. These items generally need 2-3 business days for processing, but in some cases may take up to 10 business days. Parcel shipments will ship via UPS or FedEx.
Delivery Terms and Conditions
If Mattress Warehouse fails to provide you, the buyer, with an actual or estimated delivery date, or fails to deliver the ordered product within two weeks of the estimated delivery date, you may:
- Cancel the contract and receive a full refund or credit equal to your deposit
- Modify the contract by selecting another product
- Negotiate a new delivery date with Mattress Warehouse
However, if Mattress Warehouse cannot cancel the order with the manufacturer or supplier, Mattress Warehouse is not required to allow you to exercise these rights and will not allow you to do so.
The delivery fee includes delivery of merchandise, placement in the room of your choice, and the removal of shipping materials. It does not include assembly or setup of merchandise or removal of old bedding.
Any and all requests of the delivery driver must be made during the delivery. Please understand the driver cannot return to the premises post-delivery if the wrong setup directions (e.g. – wrong bedroom) were initially given to the driver by you or the responsible person you designate.
Cancellation policy
If an order is canceled after the merchandise has been shipped, the customer is responsible for the actual cost of shipping, plus a 20 percent handling fee.
Please note that some products are not available for White Glove Delivery and will be shipped via UPS or FedEx. These orders cannot be cancelled once shipped. Set up and debris removal does not apply to any order shipped through these methods. Other terms and conditions might apply.