FAQ’s

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

Online orders can only be shipped within the 48 contiguous United States. However, Hawaii-based guests interested in ordering should reach out to us directly at ebp@sertasimmons.com. Unfortunately Alaska is not currently included in the program.

We are required by state law to collect a Recycle Fee for all orders shipped to California, Connecticut and Rhode Island. The fee is mandated for all new mattresses and foundations, regardless of whether you plan to dispose of an old mattress upon delivery. For more details, visit the Mattress Recycling Council website.

As these products are made to order, deliveries may be as soon as 3 weeks from order placement or as long as 8 weeks depending on current plant capacity.

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.

The single sided technology from Simmons offer a NO FLIP product. This means you can save your time, energy and quite possibly your lower back from strain. You can rotate the mattress as a preference, but it is not required.

Shipping is included in the cost of your new mattress, and will be handled by a local delivery company that we work with in your area. Their responsibility is to pick up your bed from the factory and deliver it to your residence. When you are notified of a delivery date, the service generally gives you a four-hour window of time on specific date that they will be at your home. Here's a helpful hint: Give them your cell phone number to call you from their last shipping drop, so you can be ready.

Once the bed has been manufactured at our factory (keep in mind each of our beds are custom made to order), you will recieve an email notification from us. This is your sign that the delivery company will be contacting you in the next several days to set up a delivery date/time that works for you. It is very important that you note a contact telephone on the order form where you can be reached. The delivery service does not play phone tag!

This is a difficult question to answer because we really don't know what you have on your bed at the moment. Keep in mind that with a taller mattress and box spring, you must consider the extra height when it comes to sheets, traditional bedspreads / duvets and bed skirts. In particular, fitted sheets purchased for smaller mattresses will be problematic, duvet side-drops and skirt length will shorten up on taller beds. To be safe, you should anticipate and prepare to make the necessary adjustments to your soft goods with these taller beds. The mattress height of the Four Season bed is 15.5" at the crown. The height of the standard box spring is 9" and the low profile box spring is 5.5".

Yes, the beds in this offer are covered under the industry standard ten-year warranty. The warranty protects you against manufacturing and structural defects under normal usage and conditions. All claims are subject to manufacturer inspection and review. This coverage does not include damage resulting from self-moving and purposely bending the mattress in order to squeeze it though tight stairwells! Nor does it include shipping/delivery costs, etc.

Once your bed has been manufactured at our plant and sent to the home delivery company, no, under normal circumstances, unless it has been determined that you have a warranty claim. All beds are otherwise non-refundable, non-returnable.

This is a very important note. With these new single sided beds, the mattresses do not bend as they did in the old days. You will need to properly consider your situations to order the right bed, especially if you have difficult access to your bedroom floor. The delivery service staff are nice people, but they know bending a mattress will void its warranty, so please do not ask them!

Split box springs (foundations) come with all king size beds as standard. They are also available on request for queen size mattresses at an additional cost. If you are in an older home/apartment or have small and/or curved staircase, a split box spring will work best for your needs.

The beds are typically sold as complete units and their warranty is based upon its performance using specifically matched equipment. Use of different box springs can cause mattress failure and will void your warranty! However, if you have a platform style bed frame which constitutes a firm, continuous level and rigid surface you can order a mattress only from Simmons. This will allow you to uphold the requirement of proper bed support in the manufacturer’s limited warranty.

Sorry, this is not possible. There are no storage facilities built into this affordable pricing. Simmons is a made to order facility, once your bed is ready, Simmons will drop off to the delivery agent same day. Retail stores, however, will process deliveries differently because they do have warehousing, but keep in mind the price you pay at retail.

Check to see if there are any damages, stains or rips. If an additional topper was ordered, zip it on fully to ensure fit and zipper alignment. Also make sure all items ordered are accounted for.

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

If you have not found the question and answer you need, feel free to call Simmons directly @ 770.821.0455 or email: ebp@sertasimmons.com