Customer Help: Stearns and Foster

Trial, Return & Exchange (Questions: 9)

• Q.1) Why do mattress manufacture's offer a free trial period for the online purchase of mattresses?
Whether you purchase a mattress in a store or online, you make a long-term decision that could impact your sleep health. While purchasing a mattress in a store after lying on a few mattresses, listening to sales pitches, and getting some great deals, you ignore how you and your partner's body will react to the mattress. 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 short time in a store setting 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 setting without any pressure and then make the call whether to retain or return.
• Q.2) What is the duration of Stearns and Foster’s risk-free trial period?

Stearns and Foster offer a 90 days trial for its mattresses. The trial period will begin on the day of delivery.

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

If you decide to return it, you must wait 30-45 days before initiating a return. This break-in period allows your body time to adjust to a new bed and the mattress time to break in fully.

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

To return a product bought directly on Stearns and Foster.com within the first 90-days, Stearns and Foster will work with you to have the product picked up and removed from your home.

• 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, Stearns and Foster will work with you to have the product picked up and removed from your home.

• Q.6) Do I need to make my arrangements for shipping the product back to Stearns and Foster?

No, you don’t have to arrange for shipping the product back to Stearns and Foster. Stearns and Foster will work with you to have the product picked up and removed from your home.

• Q.7) What happens to return or exchange products?

Stearns and Foster recycle the returned mattress. Stearns and Foster will cover the charges of picking up and recycling your mattress.

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

Once Stearns and Foster receive returned product and the refund has been processed, refunds typically appear in your account within 7-10 business days.

• Q.9) Can I exchange a Stearns and Foster mattress?
If you're still within your 90 days Sleep Trial and purchased directly through Stearns and Foster.com, you do have the ability to exchange for a new product.

Shipping & Delivery (Questions: 7)

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

All items purchased through Stearns and Foster.com are available with free shipping. For remote locations and Alaska/Hawaii, there is a $600 surcharge per order; charges will be applied to your order based on your shipping address. 

• Q.2) Does Stearns and Foster offer shipping to Canada?

Currently, Stearns and Foster don’t ship to Canada.

• Q.3) Does Stearns and Foster ship to any other country besides the US?

At this time, shipping is only available to the contiguous United States.

• Q.4) What shipping partners are Stearns and Foster currently using?

Stearns and Foster uses UPS to deliver its product to you.

• Q.5) How soon does Stearns and Foster deliver products after ordering?
It typically takes 3 weeks for delivery once the order has been processed.
• Q.6) Does Stearns and Foster charge any fees for return shipping?

The Stearns and Foster doesn't charge any fees for return shipping. All returns are free.

• Q.7) Do Stearns and Foster offer white-glove or In-home delivery and set-up services?
Stearns and Foster provide free In-Home Delivery. However, for remote locations and Alaska/Hawaii, there is a $600 surcharge per order; charges will be applied to your order based on your shipping address.

Warranty (Questions: 5)

• Q.1) Does Stearns and Foster offer a warranty for mattresses?

Stearns and Foster offer a 10-year limited warranty on its mattresses. The warranty covers defects in manufacturing and materials.

• Q.2) Who this Mattress Warranty extends to?

Stearns and Foster's Limited Warranty applies only to the original purchasers of the Stearns and Foster Mattress from Stearns and Foster stores, online, or from an authorized retailer. The Limited Warranty is not transferable to any subsequent owners of the Stearns and Foster Mattress.

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

Stearns and Foster 10-year limited warranty covers

• Structural damage or broken components.
• Squeaks or rattles.
• Sagging that is not associated with use of an improper bed frame and does not result from physical abuse or damage to the foundation, or other misuse of the foundation.
• Q.4) What defects are not covered under Stearns and Foster’s warranty?

Stearns and Foster limited warranty doesn’t cover:

• Comfort preference
• Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains. However, if there is a warranty defect not caused by the abuse or damage, then the mattress would be covered under the limited warranty.
• Damage associated with an improper bed frame, foundation, or adjustable base. See above description of a proper bed frame.
• Replacement of another piece in the Stearns & Foster sleep system (e.g., mattress, adjustable base, pillows, etc.) unless the other piece is also defective.
• Floor models or demonstration samples (“demos”).
• Product sold by unauthorized resellers.
• Product sold “as-is,” “preconditioned,” “reconditioned,” “used,” “comfort return,” “returned,” “previously owned,” or any other similar wording indicating that the product is not “new” or of “first quality,” or has previously been purchased or used by another consumer.
• Normal indentations or sagging of less than 1 ½″ for quilted or tufted top mattresses, or less than ¾” for flat top panel mattresses without any quilting or tufting. If it is determined that an indentation is caused by misuse, abuse or factors other than a product defect, this warranty will not cover that condition.
• Odors
• Mildew or mold occurring after use of the mattress.
• Damage caused by other actions or events beyond Sealy’s reasonable control.
• Q.5) What is the remedy if a defect is found?

If Stearns and Foster determine that your claimed defect is covered under this Limited Warranty, Sealy warrants that it will, at Sealy’s option, replace Purchaser’s Stearns & Foster mattress sold in the U.S. by an authorized retailer if that product is defective due to faulty workmanship or materials, subject to the limitations described in this Limited Warranty.

Payment & Financing (Questions: 5)

• Q.1) What forms of payment does Stearns and Foster accept?

Stearns and Foster accept major credit cards including Visa, MasterCard, Discover and American Express.

• Q.2) Does Stearns and Foster offer to financing?

Financing is available through Stearns & Foster's Credit Card issued by Wells Fargo.

• Q.3) How does Stearns and Foster credit card work?

If approved, you will be given payment option at 0% APR for 36 months. The first payment is due at checkout.

• Q.4) How do you apply for financing from Stearns and Foster credit card?

You can apply for Stearns & Foster Financing by visiting: stearnsandfoster.com/finance-your-purchase.  The application can also be accessed at the bottom of every web page by clicking on "Finance Your Purchase" or during checkout by selecting the "Apply For Financing" button. 

• Q.5) Will financing from Stearns and Foster credit card affect my credit scores?

For a pre-qualification, Wells Fargo will conduct a soft pull on your credit using limited information provided by you to see if you have a pre-qualified offer available and how much you may qualify for, without impacting your credit score