Mattress Delivery, Shipping, & Pick-up Policies · Soft Mattress Shop

Fast Delivery Options Available

With Soft Mattress Shop, better quality sleep is right around the corner. Choose the pick-up or delivery method that works best for you.

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Premium In-Home Delivery & Setup on Select Orders

In-home setup of your mattress set and adjustable base, if applicable
Guaranteed delivery window provided the day before delivery (signature required by an adult)
Courteous and professionally trained delivery personnel
Sanitary booties worn to protect your home upon request
Removal Service available for old items (excludes stained items due to potential biohazard risk)
Removal of all packing materials for items you purchased

Direct Shipping Options

Select items that can be shipped via standard carriers will ship directly to your doorstep. These items are not available for Premium In-Home Delivery. Complimentary shipping is available on small bedding items, mattress-in-a-box styles, and select orders.

What You’ll Get:

Small parcel items not ordered with a mattress or foundation, and items that ship directly from the manufacturer, will be delivered to your doorstep. This includes bedding, select furniture, and select mattresses.
Orders are generally processed within a few business days. Note that some mattresses may need extra processing time. Delivery date will vary based on delivery location.
No signature required for these shipments

In-Store Pick Up

Skip delivery and pick up your order at a store near you. While some items may be available for immediate pick up, it may take several business days to ship items to your selected store.

How it Works:

Place your order online or in a store and select In-Store Pick Up.
When your items are ready to be picked up, we will send you an email confirmation.
Stop by during business hours at your convenience to pick up your order. Please note, a large vehicle may be needed for some items.

Extended Delivery Area

Need delivery outside of our standard delivery footprint? Contact customer service for additional delivery options available within the continental United States. Fees for extended delivery may apply.

MORE DELIVERY INFORMATION

Removal & Recycling Services

No longer need your old mattress or box spring? As a part of our Green & Clean Initiative, Soft Mattress Shop partners with recycling companies to deconstruct your old items and recycle the materials.

How it Works:

Select the number of items to be recycled at checkout. A service fee applies per piece (available for mattresses and box springs only; bedding is not included with this service).
Our delivery team will remove the old items from your home and send these to our recycling partners. Please note that stained mattresses cannot be removed due to the potential biohazard risk to our delivery team.
Materials such as metal from box springs and innerspring coils, and cotton from mattress padding, are stripped and sterilized, then provided to up-cycling companies to be used to make goods such as pet beds and carpet pads.

Prepare for Your Mattress Delivery

Better quality sleep is right around the corner! Here are a few things to keep in mind before your new mattress arrives.

Make sure there is a clear path for us to easily move your new mattress to the desired room during delivery.
Move any picture frames, vases, or items 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 your new mattress location should be cleared of anything that might get stepped on or tripped over.
If you have a mattress or box spring that will be hauled away, be sure to remove all bedding including sheets, pillows, etc.
For the safety of our delivery team, we are unable to make deliveries through windows, over railings, or in any other manner we deem to be hazardous.

Delivery Frequently Asked Questions

What if no one is home when delivery is attempted within the guaranteed delivery window?

Our drivers will wait a reasonable amount of time from the start of the delivery window. If you’re not home on the scheduled delivery day, you will need to reschedule delivery and may be charged for a second delivery attempt. If we fail to deliver within the assigned delivery window, you will be refunded your paid delivery fee.

Can my old items be removed during delivery?

Soft Mattress Shop can remove and recycle your old mattress and/or box spring. There is a charge for each item removed during delivery. Removal must be added before your delivery date. The following items cannot be removed during delivery: adjustable bases, bed frames, headboards, or any other furniture. Please note that stained mattresses cannot be removed due to the potential bio-hazard risk to our delivery team.

Can my furniture be moved for me during my delivery?

Our delivery team is not able to move furniture to other rooms in your house, nor can they assemble (or disassemble) furniture not purchased at Soft Mattress Shop.

Can the delivery team come back if I have an issue after delivery?

Our delivery team cannot return to your home after delivery is complete. If you have questions or issues, please reach out to customer service for assistance.

Can I get Premium In-Home Delivery in my area?

Premium In-Home Delivery is available within our delivery footprint for items that are not shipped directly from the manufacturer. Please see our product detail pages for specific delivery availability by style. We do not ship internationally, to P.O. Boxes, or to all areas. For shipping outside of these areas, please reach out to customer service for assistance.

What is your 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 handling fee.

Please note that some products are not available for Premium In-Home Delivery and will be shipped via standard carriers. These orders cannot be canceled once shipped. Setup and debris removal do not apply to any order shipped through these methods. Other terms and conditions might apply.

What are your delivery policies?

If Soft Mattress Shop fails to provide you, the buyer, with an actual or estimated delivery date, or fails to deliver the ordered product within a reasonable timeframe 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 Soft Mattress Shop. However, if Soft Mattress Shop cannot cancel the order with the manufacturer or supplier, Soft Mattress Shop 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 were initially given to the driver by you or the responsible person you designate.