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Serta's Online Store Policies

Shipping Policy and Charges

We will ship your order using the fastest, safest, and most reliable method possible. Therefore, we have established strong relationships with some of the best delivery agents nationwide. All mattress sets sold through our website will be delivered free of charge by our Certified Delivery Agent White Glove Gold Service providing you with an optimal delivery experience.

Please note that delivery on mattresses and foundations is only available in the Continental U.S. We cannot deliver mattresses and foundations to Alaska, Hawaii, Puerto Rico, APO or FPO addresses and other US Territories.

All accessory items including bed frames, crib mattresses, sheets, pillows, mattress protectors and pet beds will be shipped via [Carrier] ground service. Serta ships most in-stock orders to the U.S. within 2 business days of receipt. Standard shipping rates are shown at right. Please allow 5-10 days for delivery of merchandise (Monday through Friday, not including holidays). Standard shipping is available for the Continental U.S., P.O. boxes, APO and FPO addresses only. Please note: Delivery to APO and FPO addresses may take 4-6 weeks. Accessory orders shipped to AK and HI must be shipped by second-day air.

Standard shipping is free for accessory orders with a value of $100 or more. A $9.95 shipping charge will be assessed for each accessory product ($25 on bed frames and oversized items) on orders less than $100 in value. You will always have an opportunity to see the full amount of your purchase with shipping charges before you confirm your order. Out-of-stock items usually ship within 10 business days. Accessory orders with items on back order are held until they can be shipped complete.

Certified Delivery Agent White Glove Gold Service

The personally identifiable information that you provide us when using the features of our Web site is subject to our Privacy Policy, which is incorporated by reference into and is a part of this User Agreement. Please take the time to review the important information contained in our Privacy Policy regarding our collection and use of this information.

Your Use Of Our Web Site

Mattresses and Foundations are too heavy/large to ship via the small package delivery services (e.g. UPS, FedEx) so they will be sent to you free of charge via white glove freight delivery. White glove freight is different than standard UPS, FedEx, or US Mail in that the carrier takes a larger part in making sure the product you are purchasing makes it safely off of their truck.

Certified Delivery Agent Gold Service is a “white glove” 2 person service that includes: inside placement to room of choice, stair carries (up to 2 flights), unpacking, set-up of basic frame (tool less), setup of the adjustable base (if included in your order), removal of debris and removal and disposal of old bedding.

      Standard delivery service is Monday – Friday 8:00 AM – 8:00 PM and limited Saturday delivery, except for Holidays including New Year’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday After Thanksgiving Day, Christmas Eve Day, and Christmas Day.
      An automated pre-call contact will be attempted within 24 hours after the confirmation of an order. The Certified delivery agent will call when the product is received to schedule delivery.
      The Certified Delivery Agent will attempt to deliver within a (4) four hour window and within (10) ten business days of receipt of product from Serta. Serta makes every effort to deliver our mattress to the delivery agent within (5) five business days of our receipt of the order.

One other important thing to remember about the Certified Delivery Agent and White Glove Gold Service is that you MUST inspect the package at the time of delivery. If the product has any damage, or if there is any reason for you to be at all concerned about damage, you have 2 options:

      You can refuse shipment and a replacement product will be ordered directly from our factory; or
      Please write “PRODUCT DAMAGED” clearly on the sheet that you are asked to sign. This simple insures that if there is any damage, it will be easy to take care of the problem. You can then follow-up with customer service agent at 1-888-278-2947 to arrange a replacement shipment if necessary.

When will my order arrive?

Your Serta mattresses purchased via our online store will be made just for you at one of our Serta factories upon receipt of a confirmed order, so you can expect delivery between 10 and 21 business days from the date of your order confirmation. This estimate is based on our experience and it could be more or less. You will receive a call from our local delivery partner to make delivery arrangements approximately 1 week after your order has been shipped from our facility. You can easily check on the status of your order by visiting wherezmyorder.com and entering your order number and zip code. If you have any further questions on your order status, can also call us at 1-888-278-2947. Note also that your bed frame (if you chose one as part of your order) will ship from a different location than your mattress set. The bed frame should arrive well before your mattress set, so please keep it close to the area you plan to have the bed set up. This allows the delivery company to complete the bed set-up without delay. Cancellation Policy – Serta Mattress and Mattress Set Orders Your Serta mattresses purchased via our online store will be made just for you at one of our Serta factories upon receipt of a confirmed order after receipt of a confirmed order. Orders for a Serta mattress or mattress set may be cancelled at no charge from the time of the order through 48 hours after order confirmation. After 48 hours, Serta reserves the right to charge a 15% cancellation fee. Excludes Serta crib mattresses and other accessories. (See cancellation policy for Serta Accessories) To cancel a Serta mattress or mattress set order, please call us at 1-888-278-2947. Cancellation Policy – Serta Accessories Orders Applies to all Serta Accessories including bed frames, crib mattresses, sheets, pillows, mattress protectors and pet beds. Orders for Serta accessories are processed immediately upon order confirmation to ship via UPS. Therefore, there are no cancellations on Serta Accessories orders. If you would like to return an accessory order once it has been delivered, you may ship it back to us in the original, unopened packaging. You are responsible for the cost of shipping. Once the returned items are received, you will be refunded the original purchase amount minus the shipping costs and a 15% restocking fee. If you have any questions about returning an accessories order, or if you find that your accessories order arrived with damage or defect after opening, please call us at 1-888-278-2947. Damaged Items Serta mattress and mattress set orders are delivered using our Certified Delivery Agent and White Glove Gold Service. You MUST inspect the package at the time of delivery. If you find any damage to the product, or if there is any reason for you to be concerned about damage, you have two options: 1. You may refuse shipment and a replacement product will be ordered directly from Serta, or 2. You can write “PRODUCT DAMAGED” clearly on the sheet that you are asked to sign by the delivery agent. This simply insures that if there is any damage, it will be resolved efficiently. You can then follow up directly with us at 1-888-278-2947 to arrange a replacement item, if necessary. Serta Accessories orders are shipped via UPS. If you find that your accessories order arrived with damage or defect after opening the packaging, please call us at 1-888-278-2947. The Serta Safe Shopping Guarantee protects you while you shop, so you never need to worry about credit-card safety. We guarantee every transaction you make will be 100% secure. This means you pay nothing if unauthorized charges are made to your card as a result of shopping with us. The iComfort®/iSeries® 120 Day In-Home Trial Policy* Applies to iComfort and iSeries mattresses and standard foundations only; see the Serta Comfort Assurance Policy for information on all other Serta mattresses. Does not apply to bed frames or adjustable foundations (such as the Serta® Motion Perfect®, Motion Custom™ or Motion Essentials™ adjustable foundations). We want you to make your iComfort or iSeries Sleep System by Serta purchase with complete confidence. We know that that even after making a careful selection, sometimes people may need a different level of comfort. That is why your iComfort or iSeries mattress and standard foundation purchase is backed by our 120 Day In-Home Trial Policy. Outlined below is how the 120 Day In-Home Trial works: 1. Buy an iComfort or iSeries mattress or mattress/standard foundation set from us either by website or phone. 2. Sleep on the mattress for a minimum of 30 nights get used to your new mattress, as it takes several weeks for your body to adjust to a new (or any different) mattress. Once your body has adjusted to the comfort and support of your new mattress, you will know for sure whether or not you have made the right selection. 3. If you are not happy for any reason within the first 120 days (and after the first 30 nights sleeping on the mattress) call our Customer Service staff 1-888-278-2947 and we will answer any questions you might have. 4. If you are still not satisfied with your iComfort you may either select another iComfort mattress (shipping charges will apply) or return your mattress. 5. If you wish to return your mattress or mattress set after 30 days, we will authorize the return for up to 120 days after delivery. All you have to pay is a 15% return and disposal fee plus $200 for shipping and handling, which will be deducted from the amount credited back to the credit card used to make the purchase. We will cover all other expenses. 6. There is a limit of one trial offer per each consumer. 7. This program excludes all Serta adjustable foundations, iComfort® pillows or any other iComfort® or Serta® accessories. Adjustable foundation sales are final. 8. Serta will not accept or credit returns of any product that is stained or otherwise damaged in a way that would violate the terms of our warranty. Please refer to your Serta mattress warranty card for further details. You can also download a copy of the warranty here [insert link]. The Serta 45-Day Comfort Assurance Policy* Does not apply to iComfort® or iSeries® mattress or standard foundations – please see the separate iComfort/iSeries 120 Day In-Home Trial Policy for details. Does not apply to bed frames or adjustable foundations (such as the Serta® Motion Perfect®, Motion Custom™ or Motion Essentials™ adjustable foundations). Also excludes any other Serta® or iComfort® accessories. We want you to make your Serta mattress or mattress/standard foundation set purchase with complete confidence. We know that that even after making a careful selection, sometimes people may need a different level of comfort. That is why your Serta mattress purchase is backed by our 45-day Comfort Assurance Program. We ask that you spend at least 30 days getting used to your new mattress, as it takes several weeks for your body to adjust to a new (or any different) mattress. Once your body has adjusted to the comfort and support of your new mattress, you will know for sure whether or not you have made the right selection. If you wish to return or exchange your mattress after 30 days, we will authorize the return for up to 45 days after delivery. All you have to pay is a 15% return and disposal fee plus $200 for shipping and handling, which will be deducted from the amount credited back to the credit card used to make the purchase. We will cover all other expenses. Please call us at 1-888-278-2947 if you have any questions or want to initiate a return or exchange. Please note that there is a limit of one trial per customer and Serta will not accept or credit returns of any product that is stained or otherwise damaged in a way that would violate the terms of our warranty. Please refer to your Serta mattress warranty card for further details. You can also download a copy of the warranty here.