What is your return policy?

If you don’t love it, you don’t pay for it. Pretty simple. We suggest trying your Sillow mattress for 60 days before you decide. If it’s not delivering everything we promised, we promise to take care of you. Just call us before your 100 day trial ends and we’ll arrange to take it back. No restocking fees. No fooling around. We’ll make sure you don’t lose any sleep over the return. Guaranteed.

Do I need a foundation or can I use my existing box springs?

You can use your existing box spring as long as it’s flat. Memory foam mattresses perform best on flat surfaces so as long as your box spring is flat and not sagging, game on. It should be just fine. If there are some gaps or some give, placing a sheet of 3/8” plywood on top of the box spring should do the trick. You can also buy a foundation made for foam mattresses almost anywhere and yes, the floor is fine.

How long will it take to get my mattress?

We ship within 48 hours and most deliveries are made within 2 days of shipping.  Add it all up and you should have your mattress within a week. We’ll give you an estimated delivery date when we send your purchase confirmation email. We’ll also let you know when your mattress ships and provide the tracking information. We’ll even follow up after it’s delivered to make sure everything is perfect.

How do I clean the mattress cover?

That’s one of the best things about a Sillow mattress. Our mattress cover can be removed and machine washed just like the rest of your sheets. Just follow the care instructions and you’re all set. So if a spill happens – and they always do – cleaning up is almost as simple as changing your sheets.

What kind of sheets do I need for my Sillow mattress?

Almost any sheets will do. No need to buy new ones. No need to sweat crazy dimensions or sizes or requirements or basically anything. Your Sillow mattress is designed to make your life easier.

Do I need to be home to sign for my mattress?

Nope. We can leave it right at the door or you can make delivery arrangements through FedEx Ground. If you want to require a signature we can make it happen. Just let us know.

Note: If you live in an apartment building or walk-up or have any special instructions for the driver, you’re more than welcome to contact FedEx personally at 1-800-463-3339 once your tracking number goes live, or you can reach out to us and we’d be happy to pass along any notes.

What does the warranty cover?

Basically everything. Any manufacturing defect – from sagging to stitching to everything in between – is covered for 10 years. And our warranty isn’t one of those crazy “prorated” warranties that don’t really cover anything. If our mattress doesn’t do what’s it’s supposed to do for a full 10 years, we’ll replace it.

Feel free to read the terms of our warranty here. (We should have a link to the details from HSM located here…)

We don’t cover changes to your mattress that are caused by or the result of normal wear and tear. Also, of course, we don’t cover changes caused by or resulting from circumstances or uses that go beyond the intended use of a mattress—namely, reclining and sleeping.

How do I return my mattress?

Don’t worry, you don’t have to stuff it back in the box. We’ll work with you to donate the mattress to a local charity or non-profit. It’s that easy. Once your mattress is donated, send us a scanned or photographed copy of your donation receipt via email and we’ll process your refund in full. Please note that if you return a product under our 100 Night Trial Policy that we originally shipped to an address, we will be unable to refund the shipping fees that you paid for the original delivery.

We’re experts at finding donation locations. If you’re unsure of where to donate or need help, just let us know by phone or email support@sillowbed.com; we’d be happy to help find places! If we can’t find a donation location, then we’ll coordinate with a 3rd party pickup service free of charge.

NOTE: If you recently received your mattress, we recommend allowing 1-2 weeks of use before initiating your return. It can take a little bit of time for your mattress to break in, and for you to become acclimated to it.

Do I have to ship it back in its original box if I decide to return?

Nope. It would be almost impossible to get a Sillow mattress back in the box so you don’t need to keep the packaging. Instead of shipping it back to us, we work with you to donate the mattress to a nearby charity. Send us a scanned or photographed copy of your receipt to support@sillowbed.com and we’ll process your refund. If no charity is available nearby for donation, we’ll arrange a 3rd party pickup service free of charge.

Once I send in my donation receipt, how long does it take to get my refund?

Once we receive your proof of donation, our system processes the refund within 3-5 business days. If you do not see it back in your account within 5-7 business days, contact your bank or financial institution for further information.

Click here to return your mattress.

What do I do with my old mattress?

As soon as your Sillow mattress arrives, we suggest our customers schedule a Salvation Army pickup or work with your local charity of choice. Local churches and homeless shelters are also good options.

Keep in mind that in order to donate used mattresses; they need to be rip, tear, and stain free. Usually, there are recycling services in your area that will remove your old mattress for a small fee if a charity won’t accept the donation.

Call or email us if you need some donation or recycling location suggestions and we’d be happy to help find some options in your area.

What forms of payment are accepted?

We accept payment via Visa, MasterCard, Discover, American Express or Pay Pal.

How long can I leave the mattress in the box?

It’s best to open the box pretty soon after delivery; within the first 2-3 weeks is ideal. If you need to leave the mattress in the box for longer than that, please reach out to us!

What is a Recycling Fee?

We are obligated by law to collect a Mattress Recycling Fee for all mattresses shipped to locations in California, Connecticut, and Rhode Island.

The Mattress Recycling Fee is something that we’re required to collect by the state and we pass the funds along directly to the state government. Your contribution helps subsidize the state’s mattress recycling program.

Even if you aren’t parting with your mattress right now, a mattress doesn’t last forever, and will eventually be discarded. The program uses a network of participating cities, towns, retailers, recyclers and other organizations to collect, transport and properly recycle your old mattress.

To learn more about the government initiative, go to byebyemattress.com.

Is sales tax charged for my state?

Sales tax laws require us to pay sales tax on purchases made within states where we have physical operations. Right now, those charges are included in your price and we will be responsible for the sales tax.

Can you ship internationally?

We are currently shipping to the contiguous USA.  We currently do not ship into Canada or Internationally.  (But we’re looking to expand soon!).

Drop us a note via email or follow us on social media and we’d be happy to let you know when we expand to your area.

Do you have expedited shipping options?

We ship our Sillow mattress via FedEx Ground so we’re unable to expedite the shipping or offer expedited shipping options. On average, it takes about 3-5 business days to receive your mattress, depending on where you’re located.

Where is my package? FedEx Tracking page says it is delivered but I have not received it.

Send us an email right away and we will work with FedEx to track down your package. In the case that the carrier misplaced or delivered your package to the wrong address, it can take up to 2 business days for them to complete their investigation with the driver. We will continue to work with FedEx to get you your mattress as soon as possible.

Can I request custom instructions for delivery?

While we’re unable to schedule specific dates or times for delivery, we’d love to help with custom delivery instructions as best as we can. Just let us know after you place your order and we will work with FedEx to try to arrange this once your mattress has shipped.  You can contact us at info@sillowbed.com

Why is my order status not being updated?

We do not update the order status until your mattress has shipped. Once your mattress has shipped, you will receive an email with the shipping details. If more than a week has passed, please send us an email at info@sillowbed.com or let us know by phone at so we can further assist.

What is the shipping weight of a Sillow Mattress?

The shipping weights of our mattresses are:

Twin = 50 lbs
Twin XL = 52 lbs
Full = 63 lbs
Queen = 72 lbs
King = 94 lbs
Cal King = 94 lbs

Shipping weights are approximate.

How big is the shipping box for the Sillow mattress?

All sizes of our mattresses ship inside of a customized box that is 42” x 18 ½” x 18 ½”.

Can you ship to Alaska or Hawaii?

We don’t currently ship to Alaska or Hawaii!  However we are looking to expand into these markets very soon!

How much does shipping cost?

Shipping is free within the contiguous United States.

Do you offer financing?

As a small company, we’re unable to provide any type of financing or split payment options at this time. We currently accept payment via Visa, MasterCard, Discover, American Express or Pay Pal.

I need to make changes. How can I update my order?

Simply reach out to us and let us know what changes are needed. A Sillow representative will be available via phone, email, or chat to assist with this change.

Can I get a replacement cover for my Sillow mattress.

Sillow warrants any damages in the cover due to defects in materials and workmanship when used normally for a period of 1 year from the date of original purchase. Send us an email at info@sillowbed.com if you’ve had a warranty issue and we’d be happy to help.

If you’d like to purchase an additional cover, not covered under warranty, contact us at info@sillowbed.com.

What if your Sillow mattress foam forms irregular indentations and is getting body impressions?

This is unlikely to happen for at least 7-10 years. We consider increased softness such as body impressions or permanent indentations to fall under our 10 year warranty. If you observe a visible indentation greater than one inch (about the length of your thumb, from tip to knuckle) please let our team know so that we can help you replace the mattress.

Feel free to read the terms of our warranty here. (We should have a link to the details from HSM located here…)

We don’t cover changes to your mattress that are caused by or the result of normal wear and tear. Also, of course, we don’t cover changes caused by or resulting from circumstances or uses that go beyond the intended use of a mattress—namely, reclining and sleeping.

How do I make use of the warranty if I think my Sillow mattress might be defective?

Your Sillow mattress is covered by warranty for 10 years against defects.  This is a manufacturer’s warranty and not a comfort warranty.

If you discover a defect in your Sillow mattress, email us info@sillowbed.com or give us a call to let us know what’s going on, and we’ll go from there. A couple pictures will help illustrate your concern, so please include those when possible.

 

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