FAQ

EVERYTHING YOU NEED TO KNOW TO SHOP SMART 

Most people aren’t mattress experts. After all, you only buy a new mattress every decade or so! But at Sleep Outfitters Outlet, we want you to make an informed decision about this very important purchase. From providing expert advice and assistance in our stores to answering all your questions online, we’ll help you get smart about sleep. 

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COVID-19

How are you addressing the current situation related to COVID-19?
Click Here for a letter to our community regarding COVID-19

Store Information

What is the address or phone number for my local store?
Please visit our Find a Store page or you can contact our Guest Services Team at 866-637-3778.

What are your store hours?
See our Find a Store page for the most up-to-date store hours.

I have a question about my local store, to whom should I speak?
Please contact Guest Services at 866-637-3778 or guestservices@sleepoutfitters.com.

Types of Mattresses

How do I choose a mattress if I have a bad back, aches and pains, or other issues keeping me from getting a good night’s sleep?
The best thing you can do is visit a sleep shop that can learn about your needs and provide you with the right solution for your specific needs. At Sleep Outfitters Outlet we work with you to develop a customized solution for address your unique needs.

What is the best type of mattress for a child?
Good sleep is so important to our children’s development. From the classroom to sports and other activities, our children need a sleep solution that will help them get the sleep their body needs. Picking the right mattress is unique to each child. Please call, or visit one of our convenient store locations to find the right solution for your child.

What type of mattress is recommended for larger people?
There are several factors that are important in selecting the right mattress, in addition to someone’s size. Are you a side, back, or stomach sleeper? Do you wake up with aches and pains? Please call, or visit one of our convenient store locations to find the right solution for you.
What is the best mattress for people who sleep on their stomachs?
These are the rarest of sleepers and are prone to lower back and neck pain. A firmer feeling mattress may be best to keep your core properly supported.

What is the best mattress for as side sleeper?
Sleeping on one’s side is the most popular position, but it can create pressure points at your hip and shoulder. A side sleeper would probably benefit most from a soft to medium feeling mattress that provides support without being too dense or firm.

What is the difference between mattress heights?
The construction of the mattress, including the amount of pressure-relieving material used, determine the thickness of a mattress. Normally, as mattresses have more pressure-relieving material, their profile increases.
What is the difference between support and feel in a mattress?
Great question. Many people confuse support and feel. Think about support and feel as two different decisions to be made when selecting a mattress. Most mattress models offer multiple feel options with the same support, regardless of the feel you choose. The support layer of the mattress is designed to keep your spine properly aligned while you sleep. The feel, or comfort, layer is how the mattress feels when you lie down and move around in bed.

What is the difference between soft, medium, and firm?
Soft, medium, and firm describe the feel of the mattress. This should not be confused with support. Generally, multiple feels are offered with mattress models delivering the same support. It is primarily a comfort preference that will be heavily influenced by your sleeping position.

Which mattress construction is best – innerspring, hybrid, or memory foam?
Since there are different models of each type of mattress and they are constructed to address different sleeper needs, no single construction is clearly better than another. It is important to understand how you sleep and what benefits will be most beneficial to helping you get your best sleep. Innerspring mattresses provide support with a steel or titanium coil and have a ‘sleep-on-top’ feeling (they hold you). Memory foam mattresses provide support with various layers of polyurethane foam that conform to your unique shape and have a ‘sleep-in-it’ feeling (they hug you). Hybrid mattresses use a combination steel or titanium coils and layers of polyurethane foam to provide support, giving a little more ‘bounce’ than all foam construction, and a little more conformance than traditional innerspring construction (they hug & hold you).

What is a Split King?
A Split King bed is made of two Twin Long mattresses allowing you to customize your bed to each person’s individual sleep preferences. For example, each person selects different feels (soft, medium, or firm) and if adjustable bases are purchased, each person can elevate their upper and/or lower body to what is best for them. Ultimate customization for life-changing sleep!

Mattress Maintenance

Do I have to flip my mattress?
No – most mattresses now will have one sleeping surface. In fact, advancements in bed construction have shown that single-sided mattresses deliver a superior sleeping surface. Compared to two-sided mattresses from years ago that had comfort layers on each side, mattresses now have double the comfort layers to provide you with twice as much pressure relief. No more flipping your mattress! We do recommend rotating your mattress every six (6) months. To learn more, read our blog on rotating your mattress.

Warranty and Return Questions

How do I use the warranty on my mattress?
Our warranty page will have information about the manufacturer’s warranty as well as a link to fill out a warranty claim form.

What is your return policy?
leep Outfitters Outlet offers a 125 Night Comfort Guarantee (customers must purchase and use a mattress protector in order to be eligible for this trial offer). If you are not satisfied with your purchase during the trial period, you may exchange it for any mattress of equal value. We proudly stand by our product and work to make sure you are satisfied!

What are the details of your 125-Night Comfort Promise?
If you are not comfortable within 125 nights of the mattress delivery date, we will do our best to match you to the right mattress. Our 125 Night Comfort Guarantee is valid for one exchange, which must be done within 125 days of the delivery date of your original mattress. You may exchange your mattress once, with a redelivery fee of $57.00 within 10 miles ($1.50 per mile for every mile beyond 10) when applicable. BMC requires purchase of a waterproof mattress protector from BMC mattress at the time of your initial purchase to help keep your new mattress clean. BMC is unable to exchange or refund stained, unsanitary or damaged mattresses under the 125 Night Comfort Guarantee. Return pick up fee will apply at the same rate as delivery. In addition, we recommend keeping all original tags on your mattress. Do not remove the law tag from the mattress as it will void the 125 Night Comfort Guarantee. Please note that our 125 Night Comfort Guarantee is not valid on clearance merchandise, pillows, mattress protectors, adjustable bases, foundations or other accessories. See a store associate for more details.

What are the details of your 125-Day Price Promise?
We can refund 100 percent of the price difference should you find the same mattress set you purchased from us advertised at a lower price by a local competitor within 125 days of the purchase date. The price comparison must include all value-added services such as free or gift items, free delivery and financing options. Simply bring in the relevant advertisement, and we will credit your account or process a refund check. We cannot offer Price Promise refunds on mattresses and products purchased as clearance items, floor models, special purchases, promotional items, door busters, discontinued merchandise, or products offered by exclusive online sites such as EBay, Overstock and Craig's List, etc. Additionally, refunds cannot be given if a competitor advertises a price that does not comply with applicable manufacturer pricing guidelines.

I recently cancelled my order, when will I get my refund?
Your store or Guest Services will contact you within 24 to 48 business hours once the order has been cancelled. Once we verify the refund information, it will take 3-14 business days, depending on form of payment, for you to receive your refund.

I recently filed a warranty claim and have not heard anything yet. What are the next steps?
Please contact Guest Services at guestservices@sleepoutfitters.com or at 866-637-3778. Please include your name, product, and date of submission.

What happens after I submit my claim?
Guest Services will process your claim and work with the vendor to see if your claim qualifies. You will receive an email within 48-72 hours of the claim submission. If approved, you will be able to go the store to select a new mattress.

Product Information

What sizes of mattresses do you carry? Do you make custom sizes?
We offer mattresses in standard sizes: Twin, Twin Extra Long, Full, Queen, King, and California King. Sizes available vary by mattress model. For model specific details, contact our Guest Services Team at 866-637-3778.

Financing/Payment Options

How do I apply for financing online?
You can apply for financing here.

How do I use my financing approval?
You can call, or visit a local store where our sleep professionals will pull up your finance approval and apply it to your selected products.

I have not yet received my statement for the mattress I purchased. When can I expect it?
Typically, you will receive your statement 30-45 days after your merchandise has been delivered.

What forms of payment do you accept?
In-store, we accept cash, check, and all major credit cards. We also have financing options available.

Online, we accept Master Card, Visa, American Express, and Discover credit cards.

Mattress Foundations

What is the difference between a regular profile and low-profile foundation?
A regular profile foundation is 9 inches tall, and a low-profile foundation is 5 inches tall. Both will offer the same support and durability; it is just a preference for how high you want your mattress to sit. If you have a headboard and footboard that sit higher off the ground, you might want a low-profile foundation so the mattress does not sit too high and make it difficult to get into bed. Additionally, if you do not want the mattress to cover too much of your headboard and footboard you might also consider the low-profile foundation.
Is a foundation required for all mattresses?
Proper support for your mattress is important to preserve the support, comfort and durability. Certain bed frames come with built-in foundations, which provide the necessary support. Your Outfitter will advise you of the best option for you.

Delivery Questions

Does Sleep Outfitters Outlet charge for shipping or delivery?
Yes, certain online purchases require a shipping fee. If you are interested in white glove delivery or setup please contact our Guest Services Team at 866-637-3778.

What are my shipping options?
For online purchases, orders can be delivered in the markets we serve through our stores you can pick-up product at the store. We offer white glove delivery by our dedicated delivery drivers. Delivery charges are as follows - $57 for the first 10 miles and $1.50 per mile up to 40 miles. Above 40 miles additional charges apply. Please ask your Sales Associate for further details. $15.00 per piece for haul away.

Will the delivery team help setup my mattress and/or furniture?
Yes, our delivery team will help you setup your new products and will haul away and recycle an old mattress set, if requested.

Can I pick up my merchandise?
Absolutely! The stores have select inventory available in our showrooms for pick up. If we do not have the product available that day, we will be happy to have it brought from our warehouse or another store nearby (if available) to the store for you to pick up.

What happens if an item is damaged at time of delivery?
At that time, please contact the store or Guest Services. We will process an exchange of the damaged product. It is important to be sure you contact us within the first 48 hours after delivery is received.

How do I check my order/delivery status?
Please contact our Guest Services Team by email guestservices@sleepoutfitters.com or by phone at 866-637-3778.

Can you tell me when my driver will be here during my delivery window?
The driver will attempt to contact you 30 minutes to 1 hour before he arrives. You can get estimated-time-of-arrival updates using the delivery tracker on the day of your delivery.

My mattress was delivered last week and it’s not comfortable. I want to exchange it for something else.
We require that you sleep on the mattress for 30 nights to break-in the mattress. Mattresses have a break-in period much like a new pair of shoes. The materials will break-in and adjust to your body the more you sleep on it. If you feel that you would benefit from sleep tips to aid in the break-in period of the mattress, please contact guestservices@sleepoutfitters.com. Our Guest Services Team stands ready to assist guests on a personalized basis to help you to have your best night’s sleep.

What do I need to do if my residence was damaged at time of delivery?
Please take pictures of the damage. They can be emailed to guestservices@sleepoutfitters.com. Please include your name, delivery address, sales order number and a brief description of the damage that occurred. A member of our Guest Services team will contact you as soon as they review the information received. All damage claims must be submitted within 72 hours of delivery.

Do you ship internationally or out of store range?
We do not ship outside of the Sleep Outfitters Outlet store footprint currently.

Order Cancellation

How can I cancel my order?
If you wish to cancel your order, please contact the store prior to the scheduled delivery date. If you purchased online, please contact guestservices@sleepoutfitters.com.

Can I change my order?
Yes, you can make changes to your order at any time prior to the delivery date. Please understand that changes to your order may cause a delay in the scheduled delivery date, depending on product availability.

Careers

I am interested in working for your company, where can I apply?
See a list of our current job openings.

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