Mattress Firm warranty (return guarantee)

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Do you have an issue with your Mattress Firm mattress? Or are you just researching their warranty terms before buying a mattress from them? Either way, we’ve put together all the information you’ll need on the warranty process. In this article, we tell you about their warranty length, coverage, and we also included a step-by-step guide on how to make a Mattress Firm warranty claim.

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Warranty length

The average warranty length for Mattress Firm mattresses is 10 years.

I said average because Mattress Firm sells products from different manufacturers who have varying warranty policies. That said, most of these brands do have a 10-year manufacturer’s warranty at the very least.

Although Mattress Firm supports their customers’ warranty claims in most cases, some of the brands they offer handle their own warranties. These are the brands that handle their own warranty claims:

• Classic
• Legget & Platt
• Malouf
• Mantua
• Pacific Coast Feather Company
• Hollander
• PureCare
• Tempur-Pedic®
• Serta Adjustable Base
• Purple Adjustable Base

If you purchased a mattress or an adjustable base from any of these brands, you should contact them directly to file a warranty claim. You’ll also need your original invoice to file a mattress warranty claim with any of the brands I listed. Without the invoice or receipt, your claim may not be approved.

However, Mattress Firm will handle your warranty for you if the mattress you purchased isn’t from one of these brands. But I should mention that the company will be limited in the help it can offer depending on the manufacturer’s warranty terms and conditions. More on this later.

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What does the Mattress Firm warranty cover?

Again, there’s no simple answer to this because Mattress Firm sells mattresses from third-party manufacturers that each have their own warranty policies. That being said, there are some core exclusions and general replacement terms that you should know about before filing a warranty claim.

Exclusions

Check if the following exclusions apply to you before submitting a warranty claim.

• Product delivered with 120 days – In this case, you’re still within the 120-night sleep trial period and you can request for your mattress to be exchanged immediately. There’s a 21-night break-in period though, so you can only initiate a return after this duration.
• Law tag missing from product – The law tag usually contains valuable information that’s needed for Mattress Firm to validate your warranty claim. Without the law tag in your possession, the company cannot honor your warranty submission regardless of your mattress’s condition.
• Product purchased at an outlet store or clearance – Some mattresses such as Clearance/Outlet/Display/Floor/Preowned models are not backed by mattress warranties through Mattress Firm or the manufacturer. But if you purchased an extended warranty through Firm Care, you’ll also be needing your original invoice as your proof of purchase.
• Product purchased from Amazon – If you purchased a mattress from Amazon, you should contact them directly through their website for order inquiries and customer service requests.
• Purchased an extended warranty for Outlet or Adjustable Bases (Firm Care) – If you purchased an extended warranty, you’ll have to contact your warranty provider to submit a warranty claim. Prepare a copy of your invoice as the warranty provider usually requires a proof of purchase of both the item and the extended warranty.

Replacement terms

Warranty replacement terms will vary depending on the brand of your mattress. Check the brand’s warranty policy first to find out what it includes. Most mattress warranties cover the following:

• Sagging and body impressions more than 1.5 inches
• Split or cracked foam
• Protruding or broken springs

Moreover, you should make sure that your mattress is spotless. Your mattress warranty claim will not be honored if your mattress has spills or stains on it. This is why we recommend using a waterproof mattress protector to keep your mattress clean all year long.

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How to make a Mattress Firm warranty claim

You have two options for filing your warranty claim: Warranty eClaim, and Third-Party Inspection.

The Warranty eClaim is free and it’s what we recommend that you do. But if for some reason you can’t do it, you can also choose the Third-Party Inspection option.

Warranty eClaim steps

Before anything else, prepare the following items:

• High-resolution digital camera or smartphone
• Broom or yard stick
• Tape measure

1. Sign in to the customer portal at the Mattress Firm website. You’ll be asked to answer a few questions first before proceeding to the next step.
2. Next, remove all bedding from the mattress. This includes pillows, sheets, comforters, and mattress protectors. Make sure there is nothing on your mattress before taking a picture.
3. Once you’ve removed all bedding, take a picture of the entire mattress on its base. Be sure not to crop out any parts of your mattress.
4. Lay a broom handle or yard stick across the mattress. Then with the broom handle across the mattress, gently measure the indentation with the tape measure.
5. Have a family member or friend take a photo at mattress level. After that, remove the mattress from its base and take a picture of the base or support on its own. Foundations like box springs should also be included in the picture.
6. The final step is to upload the photos of the mattress on the base, the measurement of the indentation, and the base of the mattress. Additionally, you also have to submit a copy of your receipt to officially file a warranty claim.

That’s it. The process should take no more than 15 minutes and you should receive a replacement mattress with 5-10 business days.

Third-party inspection

If you have limited time, you can also schedule an appointment with a third-party mattress inspector. However, this will cost you $79.99 as opposed to the Warranty eClaim which is free of charge. This process also takes much longer since appointment calls are usually received within 7-10 business days, and your mattress will be replaced in 3-4 weeks.

If your claim is successful, whether through Warranty eClaim or Third-party inspection, Mattress Firm charges a $79.99 delivery fee for your mattress replacement.

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Mattress Firm return process

Any new mattress that you buy from Mattress Firm comes with a 120-night sleep trial that allows you to return it if it doesn’t meet your needs or preferences. Because of this, you don’t have to submit a warranty claim if you discover a defect within this period.

Remember though, there’s a 21-day mandatory break-in period. You’re required to sleep on the mattress for 21 nights before returning it for whatever reason.

Should you want to return your mattress, Mattress Firm will exchange it for a different model. You’ll be asked to pay a $99.99 delivery fee and a restocking fee of 10% of the mattress purchase price. Personally, I’m not a big fan of these additional fees and there are other online mattress brands like Saatva that offer real hassle-free returns.

Mattress Firm will not honor sleep trial returns if the mattress is stained or damaged by improper usage and poor base support. We suggest using a mattress protector and placing your mattress on a supportive and durable bed frame that preferably has a center support.

Also, never remove the law tag as this will void the sleep trial according to Mattress Firm’s terms and conditions. And although most mattresses come with a sleep trial, it isn’t available with special order mattresses such as split firmness beds and California King beds.

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FAQs

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Conclusion

To give you a quick recap, Mattress Firm offers a 10-year manufacturer’s warranty and a 120-night sleep trial for their mattresses. As I mentioned earlier, some brands handle their own warranties while Mattress Firm facilitates the rest of the brands’ warranty claims. You have two options for filing a warranty claim: Warranty eClaim, and Third-party inspection.

We recommend doing the Warranty eClaim process. It’s easier, faster, and you won’t have to wait for third-party mattress inspectors. Just follow our step-by-step guide above and you’ll be good to go.

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Next step: Read our Sleepy’s mattress review. Sleepy’s is one of the most popular brands that Mattress Firm offers. We tested out their products and came up with a list of pros and cons so you can decide for yourself if Sleepy’s is right for you.

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Psst… the sleep review industry is full of liars, sharks, and thieves. It’s a modern-day version of getting ripped off at your local mattress store. So, why should you trust us?