Mattress Warranty Frequently Asked Questions
What does my mattress warranty cover?
Any manufacturer defects found in your sleep set.
What are the requirements of the warranty?
It must also meet the guidelines set by each manufacturer as is described in their warranty card.
Your mattress must be free of any stains, rips, tears, or damage.
If my bed is found to be defective what happens next?
The manufacturer will then replace your defective mattress. You simply make an appointment to re-visit the store to re-select a new mattress, which will replace your defective product. Sleep Country will deliver the new product and pick up the defective product at no charge.
How do I start the warranty process?
First and most important: Read through the manufacturer warranty card for details about what is considered a defect making sure that the defective piece is free of rips, stains, tears, or damage. Then contact our Customer Service department at (866) 683-1923 so we can begin the warranty process.
Who do I contact If I find something wrong with my bed?
Contact customer service or call (866) 683-1923 to contact our Customer Service Department. Sleep Country offers assistance to their customers in initiating warranty claims.
Who handles the warranty, if I purchased my mattress at Sleep Country?
Warranties are set up to protect consumers against manufacturing defects. Therefore, the company that made the product provides the warranty, not the company that sells them. Sleep Country does provide our customers with a 100-day trial period, even though we do not provide warranties on the products we sell. During the first 100 days of ownership, the customer has the opportunity to exchange or receive a full refund for the price of the bed if they are not satisfied with their original purchase.
Keep your paperwork! Proof of purchase is required by the various manufacturers before they can process a customer's warranty claim and/or make any other adjustments to their account. For this reason, we strongly recommend that you keep your warranty paperwork, receipts, and manufacturer's law labels (the white tags sewn onto the end of each mattress or foundation). While many people remove these tags, we recommend that you leave them in place. Law labels provide information such as manufacture date and model number, which are extremely helpful in processing warranty claims, especially if you were to lose your paperwork.
What items are not covered by the warranty*?
- Damage caused by misuse or mishandling
- Replacement of non-defective units to ensure a matched set
- Mattress handles
- Fabric (due to wear)
- Stains or soiling (note: see additional information about fabric protection)
- Inadequate support from a weak or failing bed base/frame (see important things to know for bed base/frame information)
- Damage caused by insufficient turning/rotation of the mattress
- Damage caused by incorrect/insufficient support
- Comfort * We recommend reviewing your warranty card for more details
My adjustable bed is not moving up or down, like it should. What should I do?
First, do not try to force the bed into an upright or prone position – this can cause permanent damage that is not covered by your warranty. You should contact the manufacturer´s warranty department immediately. They have technicians who can either provide you with some trouble-shooting tips or a repair technician to fix the problem. Depending on the year that you bought your adjustable bed, you will also need to know which manufacturer to contact:
|Adjustable Base Manufacturer||Date of Purchase||Phone Number|
|Simmons||If purchased prior to June 2001||800-888-3071|
|Simmons||If purchased after June 2001||800-888-3078|
|Tempur-Pedic Ergo & Advanced Ergo||Any Year||800-979-1457|
|Leggett & Platt||Any Year||800-888-3078|
Important Warranty Information
Our guarantee and the Manufacturer´s Warranty: Sleep Country offers a 100-day trial period. This begins on the day of delivery and lasts for the next consecutive 100-days, allowing the customer to exchange the bed for any other bed that we sell if they decide they are dissatisfied with the comfort of their original selection, or to receive a full refund. Beyond this initial 100-day trial period, the products we sell are covered by national manufacturer´s warranties, which range in length up to 20 years, depending on the product purchased. Terms and conditions of the national manufacturer´s warranty are contained within the warranty card and are delivered with each mattress for the consumer’s convenience. If you need to open a warranty claim, simply contact your salesperson for assistance.
Fabric Protection products are available with specially treated mattress pads. In the event that stains or soiling occur (with a treated mattress within the warranty period) and cannot be removed, the fabric protection supplier will replace the mattress. Mattress protection products are available and can be purchased with the mattress. See the terms and conditions of the limited warranty for details.
Mattress Pads: At a minimum, a standard pad is recommended for all new mattresses to preserve and further protect the surface fabric from damage, spills and/or stains.
Rotation Schedule: Some mattress manufacturers require that a mattress be rotated on a regular basis. With the newer “no-flip” models available, end-over-end rotation has been eliminated, however, older models may still require it. Regular rotation allows the upholstery fabrics and foam layers to ´reconstitute´ and breathe, regaining their original form and loft. Failure to maintain a regular rotation schedule may result in permanent damage to your mattress and can also void your warranty coverage. Check your warranty card to determine if your mattress is a newer no-flip model or an older model that still requires end-over-end flipping. Your warranty card also outlines how to rotate your mattress correctly as well as the recommended frequency of rotation.
Adequate Foundations: WARNING! An improper foundation could void your warranty. When a new mattress is purchased, it is vital to the life of your warranty that your foundation carries the proper support. Both mattress and foundation wear out together - every time the mattress is used, the foundation is also being used. Not only does the foundation provide the support needed for the mattress, it also provides the support for the bed´s occupant(s), acting as a shock absorber for the entire set. As spring coils age, they may also become fatigued and will stop providing the support required for the mattress. See Warranty Information for further details.
Following are pictures of the correct type of frame to use for your bed