Frequently Asked Questions

Welcome to the Soft Mattress Shop FAQ page. We have gathered the most common questions from our customers to help you better understand our products, policies, and services. If you cannot find the answer you are looking for here, please do not hesitate to reach out to our support team through the contact options on our website.

Products and Materials

What types of mattresses does Soft Mattress Shop offer?
We offer a wide selection of mattress types to suit different sleep preferences and body types. Our inventory includes memory foam, innerspring, latex, and hybrid designs. Memory foam mattresses are known for excellent pressure relief and body contouring. Innerspring mattresses use steel coils for a firmer feel and better bounce. Latex offers a resilient, floating sensation, while hybrid models combine the support of coils with the comfort of foam . We also carry a variety of mattress sizes, from Twin to California King.

What does a “soft” mattress feel like, and who should choose one?
A soft mattress has a plush, cushiony feel that allows your body to sink in more. It is designed for comfort and pressure relief, especially around the shoulders and hips. Soft mattresses are particularly beneficial for side sleepers, as they help maintain proper spinal alignment. They can also be a great choice for individuals with lighter body weights. People with certain sleep concerns, like shoulder or hip pain, may find significant relief from the gentle cushioning of a soft mattress .

What is the best firmness level for my sleep position?
The ideal firmness depends on your primary sleep position and body type. Side sleepers generally benefit from soft to medium firmness levels to cushion their shoulders and hips. Back sleepers often find medium firmness provides the best balance of comfort and support. Stomach sleepers typically require a firmer mattress to prevent their hips from sinking too far, which can misalign the spine. If you change positions often, a medium firmness can be a versatile option .

How do I know if a soft mattress is right for me?
The best way to determine if a soft mattress suits you is to consider your sleeping habits and preferences. If you prefer a plush, “sinking-in” feeling and want to alleviate pressure on your joints, a soft mattress is likely a good choice. We encourage you to use our innovative diagnostic tools to receive a personalized recommendation based on your body type and sleep needs.

Order and Payment

How do I place an order on your website?
Placing an order is simple. Browse our selection, select the products you wish to purchase, and add them to your cart. When you are ready, proceed to checkout. You will be guided through the process, where you will provide your shipping details and payment information. You will receive an order confirmation email shortly after completing your purchase.

What payment methods do you accept?
We accept a variety of secure payment methods to make your transaction convenient. Options include major credit cards and debit cards. All payment information is processed through encrypted methods to ensure your data is safe and secure.

Can I change or cancel my order after it has been placed?
We understand that changes can happen. If you need to modify or cancel your order, please contact our customer service team as soon as possible. While we try to accommodate requests, once an order has been processed for shipping, we may not be able to make changes. Special or custom orders may have different terms and conditions.

Shipping and Delivery

What are my delivery options?
We offer several delivery methods to fit your needs. Our Premium In-Home Delivery service includes setup of your new mattress and removal of the packaging materials. For items that are shipped directly, we offer standard shipping to your doorstep. We also provide the option to pick up your order at a convenient location.

How can I track my order?
Once your order has been processed and shipped, you will receive a confirmation email with tracking information. You can use this information to monitor the status and estimated arrival of your delivery. You can also track your order through your account on our website.

What should I do to prepare for my delivery?
To ensure a smooth delivery, please make sure there is a clear path for our team to move the new mattress into your home. Please secure any pets and move any fragile items away from the delivery area. If you have old bedding that needs to be removed, please have it ready and clear of any personal items.

Returns, Exchanges, and Warranties

What is your Comfort Exchange policy?
We want you to love your new mattress. We offer a one-time Comfort Exchange on most of our brands. To be eligible, you must use your mattress for a minimum break-in period. If you are not satisfied after this period, you may exchange it for a different model. The credit will be for the full purchase price toward a replacement mattress of equal or greater value. Certain items like adjustable bases and pillows are not eligible for this exchange .

What is your warranty policy?
Your new mattress is covered by an extensive warranty. This warranty protects against manufacturing defects in materials and workmanship for a specified period. The warranty does not cover normal wear and tear, damage from misuse, or issues resulting from improper foundation. We highly recommend using a mattress protector to maintain the condition of your bed, as stained or torn bedding can void the warranty .

What is your policy on returns?
If you receive an item that is damaged, please note the damage on the delivery ticket upon arrival. All bedding, including mattresses and foundations, is generally not eligible for a refund once it has been delivered and accepted. Clearance merchandise sales are final, with no exchanges or returns unless shipping damage is noted at the time of delivery .

What happens to returned mattresses?
We never sell used mattresses. Any mattress that is returned for a warranty issue or a comfort exchange is promptly recycled or disposed of in an environmentally responsible manner. This policy ensures that every customer receives a brand-new, never-before-used product, maintaining the highest standards of health and hygiene .

Customer Service

How do I file a warranty claim?
If you believe your product has a defect covered under the warranty, please contact our customer service team. A member of our support staff will assist you in filing a claim and will work on your behalf with the manufacturer. You may be asked to provide details about the issue, such as photographs, and your original purchase information.

Can you help me choose the right mattress?
Absolutely. We are committed to helping you find your perfect match. We offer advanced diagnostic technology in our stores to scientifically determine the best sleeping solution for you based on your body type, sleep preferences, and needs. Our knowledgeable staff is also always available to offer expert guidance.

How can I contact customer support for more help?
For any questions or concerns that are not addressed here, our friendly customer support team is ready to assist you. You can reach us through the contact methods provided on our website. We are here to ensure your experience with Soft Mattress Shop is a positive one.