Customer Help: Tempur-Pedic

Trial, Return & Exchange (Questions: 8)

• Q.1) Why do mattress manufacture’s offer free trial period for 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. When you buy a mattress in a store after lying on a few mattresses, listening to sales pitches, and getting some great deals, you are ignoring 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 few minutes 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 Tempur-Pedic’s risk-free trial period?

Tempur-Pedic offers 90 nights sleep trial for all its mattresses.

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

Tempur-Pedic recommends you try the mattress for at least 30 days before initiating a return.

• Q.4) Do I need to keep any of the packaging or boxes?

You don't need to keep the packaging and boxes. You can dispose of or recycle it once you finish setting up the mattress.

• Q.5) Do I need to make my own arrangements for shipping product back to Tempur-Pedic?

Tempur-Pedic will make all the arrangements for shipping products from your home.

• Q.6) What happens to returned or exchanged products?

All returned mattresses are sent to charity partners of Tempur-Pedic. The charities support includes The Salvation Army, Vinnies, Lifeline Australia, Anonymous X," Ecosa director Ringo Chan confirmed to The Feed. "In rural areas, Tempur-Pedic work with the customer to coordinate a collection from a charity.

• Q.7) When can I expect a refund for my return?

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

• Q.8) Can I exchange a Tempur-Pedic mattress?

You can exchange your Tempur-Pedic mattress. If you exchange for a different feel within the same mattress model, it would be an even exchange plus the added shipping fee. If you choose to upgrade to a more advanced model, you will pay the return shipping fee plus the price difference. Should you decide to swap for a lower-priced model, you would be refunded the difference in cost minus the return shipping fee.

Shipping & Delivery (Questions: 8)

• Q.1) Does Tempur-Pedic offer free shipping on orders and returns?

Tempur-Pedic offer free shipping in the US. However, Alaska, Hawaii, Puerto Rico, and other US territories may have additional fees.

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. 

When you return your mattress or exchange it during the 90-night trial period, they require a return shipping fee of $175.

• Q.2) Does Tempur-Pedic offers shipping to Canada?

Tempur-Pedic currently does not ship to Canada.

• Q.3) Does Tempur-Pedic ships to any other country besides US?

Tempur-Pedic doesn't ship internationally. If you want to get Tempur Pedic orders delivered to any International Location, you'll need to register with a US-based shipping forwarding service.

• Q.4) What shipping partners Tempur-Pedic currently uses?

Tempur-Pedic ships its products to you via UPS ground shipping.

• Q.5) How soon Tempur-Pedic delivers products after ordering?

Tempur-Pedic mattress takes between 1-2 weeks to reach your door. Shipping time may vary depending on your location.

• Q.6) Does Tempur-Pedic charge any fees for return shipping?

When you return your mattress or exchange it during the 90-night trial period, Tempur-Pedic requires a return shipping fee of $175.

• Q.7) Does Tempur-Pedic offer white-glove or In-home delivery and set-up services?

Tempur-Pedic offers a white-glove delivery service for free. This service includes shipping, delivery, setting up your new bed, and removing your old bed. Removal is on a one-to-one basis, meaning for every mattress you purchase, the delivery partners will remove one mattress.

• Q.8) How much Tempur-Pedic charges for whiteglove or In-home delivery and set-up services?

Tempur-Pedic offers a white-glove delivery service at no additional cost to you.

Warranty (Questions: 5)

• Q.1) Does Tempur-Pedic offers warranty for mattresses?

A 10-Year Full Replacement Limited Warranty covers your new Tempur-Pedic mattress and flat foundation.

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

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

• Q.3) What does Tempur-Pedic’s warranty covers in terms of defects?

Tempur-Pedic mattress warranty cover:

• Any visible indentation greater than three-fourths (0.75) of an inch results from using an improper or unsupportive foundation or adjustable bed base.
• Any physical flaw in the mattress causes the TEMPUR material to split or crack, despite normal usage and proper handling.
• Any manufacturing defect in the zipper assembly of the mattress cover. Tempur-Pedic may, at its option, repair or replace the cover provided on the mattress.
• Q.4) What defects are not covered under Tempur-Pedic’s warranty?

Tempur-Pedic mattress warranty doesn't cover:

• An expected increase in softness of the TEMPUR pressure-relieving material.
•  Comfort preference.
• Physical abuse or damage caused to the structure and/or cover material. This includes cuts, burns, liquid damage, tears, or stains.
• Damage due to an improper bed frame, foundation, or adjustable base.
• Replace the accompanying piece in the Tempur-Pedic sleep system where only one piece is defective unless that accompanying piece is also defective.
• Q.5) What is the remedy if a defect is found?

Tempur-Pedic will replace or repair your Tempur-Pedic product sold in the US by an authorized retailer if that product is defective due to faulty workmanship or materials.

Payment & Financing (Questions: 5)

• Q.1) What forms of payment Tempur-Pedic accepts?

Tempur-Pedic accept payment through major credit cards (Visa, MasterCard, Discover, and American Express)

• Q.2) Does Tempur-Pedic offer financing?

Yes, Tempur-Pedic offers financing at 0% APR for 36 months.

• Q.3) How does tempur-pedic financing work?

Wells Fargo Bank issues the Tempur-Pedic credit card. Once you submit a complete credit application, Wells Fargo will use the additional financial information provided in your application and pull your credit report to make a credit decision. If approved, you shall be given your credit limit, which can be used immediately to place an order.

• Q.4) How do you apply for financing from tempur-pedic financing?

To apply for financing, add your mattress and qualifying power base to your cart and apply for financing. A selected number of the month at 0% APR financing will automatically display as an option at checkout.

• Q.5) Does financing from tempur-pedic financing will affect my credit scores?

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