Customer Help: Serta

Trial, Return & Exchange (Questions: 9)

• Q.1) Why do mattress manufacturers offer a free trial period for online purchases of mattresses?

Whether you purchase a mattress online or in a store, you make a long-term decision that could impact your sleep health. When buying a bed in a store after lying on a few mattresses, you often end up ignoring how you and your partner's body will react to the bed. Any new mattress has a break-in period (adjustment period), and your body needs time to adjust to a better feel. Lying on a mattress for a few minutes in a store does not provide insight. Buying a mattress online further compounds the fact that you never got to touch or feel the mattress before you purchase. That's why mattress manufacturers offer an extended trial period to try the mattress in a comfortable home without any pressure and then make the call on whether to retain or return it.

• Q.2) What is the duration of Serta's risk-free trial period?

Serta offers 120 days in-home trial for all its mattresses.

• Q.3) What is the minimum period you need to try a Serta mattress before initiating a return?

Serta recommends sleeping on the mattress for a few weeks to give your body the chance to adjust. If unsatisfied with the mattress, you can exchange it or return it for a refund within the trial period.

• Q.4) How do I initiate the mattress return process?

To return a product bought directly from Serta.com within the first 120-days, Serta will work with you to have the product picked up and removed from your home. Reach out to Serta directly at support@Serta.com to schedule a removal. For products purchased through a different retailer, please reach out directly to them to enquire about their return policy.

• Q.5) Do I need to keep any of the packaging or boxes?

You do not need to keep the original packaging material. In the event of a return, Serta will work with you to have the product picked up and removed from your home. Reach out to them directly at support@Serta.com to schedule a removal.

• Q.6) Do I need to make my own arrangements for shipping the product back to Serta?

Serta will make all the arrangements for shipping products from your home.

• Q.7) What happens to returned or exchanged products?

Serta doesn't resell returned or exchanged products. They pick up the mattress to recycle or donate it to the local charity.

• Q.8) When can I expect a refund for my return?

Once the returned product reaches Serta and they verify it, refunds typically appear in your account within 7-10 business days.

• Q.9) Can I exchange a Serta mattress?

If you've purchased your mattress directly from Serta.com and are within your 120-day in-home trial, you can exchange your mattress for another mattress by Serta. Call Serta at 1-888-708-1466, so they can walk you through the exchange process. They will place your new order over the phone, charge the difference in cost or return the difference (if any) and walk you through the process of removing the original product. Please keep in mind that an exchange will void the 120-day in-home trial for the new product.

Shipping & Delivery (Questions: 9)

• Q.1) Does Serta offer free shipping on orders and returns?

Serta offers free shipping on all your orders.

• Q.2) Does Serta offer shipping to Canada?

Serta currently does not ship to Canada.

• Q.3) Does Serta ship to any other country besides the US?

Serta only ships within the United States to the lower 48 states. At this time, they do not offer shipping to Alaska or Hawaii.

• Q.4) What shipping partners Serta currently uses?

Serta ships its products to you via FedEx ground shipping.

• Q.5) How soon Serta delivers products after ordering?

When ordered directly through Serta.com, it will take around 2-4 weeks for your items to be ready for delivery. The delivery company will usually reach out to schedule a delivery time shortly after your order has been placed.

• Q.6) Does Serta charge any fees for return shipping?

Serta doesn't charge any fee for returns. You can return your Serta products for free.

• Q.7) Does Serta offer white-glove or in-home delivery and set-up services?

White glove service will not automatically be included with a purchase made through Serta.com. When you purchase most products through the website, it will allow you to upgrade to a white glove delivery service through their delivery partner.

• Q.8) How much do Serta charges for white-glove or in-home delivery and set-up services?

White glove delivery service costs a non-refundable $150 fee and includes set up, the removal of packaging, your old mattress, and the box spring (if applicable). All beds removed using white glove delivery must be in sanitary condition.

• Q.9) Where do Serta offer white-glove or in-home delivery and set-up services?

White glove delivery is only available at the selected location. Please check the availability of white glove delivery for your location at the checkout page.

Warranty (Questions: 5)

• Q.1) Does Serta offer a warranty for mattresses?

Serta offers a 10-year limited warranty on its mattresses, protecting against manufacturing defects in materials and workmanship.

• Q.2) Who this mattress warranty extends?

Serta mattress warranty only extends to the original purchaser of the Serta mattress from Serta's official website or an authorized dealer.

• Q.3) What does Serta's warranty cover in terms of defects?

For purchases made on Serta.com, Their 10-year limited warranty covers manufacturing defects, such as compressions deeper than 3/4", sagging, flaws in the foam causing it to split or crack, and cover defects, such as unraveling stitching.

• Q.4) What defects are not covered under Serta's warranty?

Serta mattress warranty doesn't cover the following:

• Changes to your mattress that are caused by normal wear and tear or that result from circumstances or uses that go beyond the intended use of a mattress—namely, reclining and sleeping.
• Q.5) What is the remedy if a defect is found?

If any manufacturing or material defects are found, Serta, at its option, replaces the purchaser's Serta mattress sold in the United States.

Payment & Financing (Questions: 6)

• Q.1) What forms of payment does Serta accept?

Serta accepts payment via credit card (visa, Mastercard, American Express, or Discover). Serta also has payment options through PayPal, and financing is available through affirm.

• Q.2) Does Serta offer financing?

Yes, financing is available directly through Serta.com

• Q.3) How does Affirm work?

Affirm is a financing alternative to credit cards and other credit payment Products. Affirm offers real-time financing for purchases online. With Affirm, you can buy and receive your purchase now and pay for it over fixed monthly installments.

• Q.4) Are there any restrictions on Affirm financing?

Financing through affirm is not available in West Virginia and Iowa.

• Q.5) How do you apply for financing from Affirm financing?

Serta has partnered with Affirm to offer financing or pay-over-time options for their customers. At checkout, you will be given the option to pay through affirm. You will be given loan options for 3, 6, or 12 months if approved. All interest is provided upfront, there are no hidden fees, and only a soft credit check is done through Affirm's system for approval. After you've confirmed your choice, you will be redirected back to Serta's website to complete checkout.

• Q.6) Will financing from affirm financing affect my credit scores?