FAQ - Frequently Asked Questions
How do I know if it’s time to replace my mattress?
Here are some handy guidelines:
1. You bought your current mattress over eight years ago.
2. You wake up feeling more tired than when you went to sleep.
3. The couch feels more comfortable than your bed. Concentrate on the feel of your mattress.
4. Your mattress looks worn and uneven. Inspect your mattress regularly for sags and imprints.
5. You hear creaks and groans or notice surface sags or indents in certain areas and not in others.
If you do not see answers to your question here, please feel free to e-mail us at firstname.lastname@example.org and we’ll be happy to respond within 24 hours.
We know making a bed purchase is a big decision, so here are some Frequently Asked Questions that may help you fully enjoy your new Sealy bed:
Do these beds have the same warranty as beds sold in stores?
Yes. Every bed comes with the standard manufacturer's warranty. Click here for the Sealy Warranty.
How will I get my bed – what is "White Glove Service"?
We deliver each bed right to your home, set it up for you and remove all packing material.
What about my old bed?
If you wish to dispose of your old bed, our delivery agents may be able to help, though please note this depends on local laws and the individual delivery company's own policies. Please consult with the delivery agent when arranging the bed delivery time.
How long does it take for me to receive my bed?
All beds on the Shop HBD site are made to order. Your newly-built bed should arrive within 4 to 5 weeks of ordering, depending on your location.
Am I buying directly from the manufacturer?
No. You are purchasing your bed from FORT Systems, whose HBI division is a leading distributor of products for the hospitality industry. In partnership with several programs around the county, we are able to bring you this selection of the finest beds from Sealy, Stearns and Foster, Sherwood and others. What’s more, these beds, which were developed specifically for the hospitality industry, are not available in any retail outlet.
How do I know the specific day and time my bed will arrive?
The delivery company will call you when your bed is ready for delivery. If you would like to track your order, you may return to the website at any time and put in the Order Number you received at check-out to find out the status of your order.
Can I order just a mattress or a box spring, rather than a whole bed?
Yes, mattresses can be purchased separately (just select the 'No Box Spring' option during check out). Box springs are not purchasable separately.
What are the dimensions of the sleep sets?
Here is a handy table to use for mattress and box spring sizes:
Are these the same bed models available in stores?
No. These beds are the models produced for the Hospitality industry by the manufacturers. That means they must meet the exacting standards luxury hotels set for their guests and that they can meet their strict performance standards. Customers can have confidence that these beds will last for years.
What is the main difference between the Hospitality industry sleep systems and regular residential ones?
The sleep systems for the Hospitality industry are produced to withstand more rigorous use. They go through special testing to ensure that they will stand up to the demands of commercial applications. There are also stricter fire retardancy code requirements for the Hospitality industry sleep system's internal upholstery and covers.
What is your cancellation policy for bed purchases?
Orders may be cancelled up to twenty four (24) hours after the order is placed. After 24 hours, the order information is transmitted to the manufacturer and the construction process is started. In some cases, we may be able to accept requests for cancellation more than 24 hours after the order is placed, though such requests will incur at least a $250 fee for materials and restocking. Please note that this late cancellation process is generally only possible if the request is received no later than 3 or 4 days after the original order date. We unfortunately cannot accept any cancellation requests made later than one week (7 days) after the original order date. For cancellations of multiple bed orders, please note that the cancellation fee will in no case be less than the processing fee charged to Shop HBD by the credit card company.
What if I decide I’d like to return the bed? What is your return policy?
Returns on beds are not possible unless there is a specific problem covered by the manufacturer's warranty; you can review our return policy here. If you feel the bed you have received is defective in some way, please contact us and we will arrange for a manufacturer's representative to inspect the bed and verify the claim (please note that manufacturers typically charge a delivery fee for replacement beds; this fee will vary depending on how far away your delivery location is from a Distribution Center).
Are there restrictions on returns for any other products?
Because of industry health regulations, returns are unfortunately not possible for any product containing down, such as pillows, comforters, and down blankets. In addition, returns for bedding items such as sheets, pillowcases, blankets and duvets cannot be accepted if the product has been used. Returns for pillows unfortunately cannot be accepted.
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