FAQ/Glossary
- What can I purchase online?
- How will my merchandise be shipped?
- How can I pay for my online purchase?
- Can I change my order after it’s been placed?
- How do I cancel my order?
- How are backorders handled?
- Can I track my online purchase?
- What information can I get about my home delivery order?
- Do you ship outside the continental United States?
- How will I know when my order has shipped?
- How do I return merchandise?
- What qualifies as “defective” merchandise?
- Can I return merchandise I’ve purchased online at a Sit ‘n Sleep store?
- Can I order online and pick up my order at a Sit ‘n Sleep store?
- How can I get my username or password if I’ve forgotten it?
- How can I update my personal billing or shipping information?
1. What can I purchase online?
We are happy to anounce that you can now purchase mattresses online. You will receive the same great service that you do when you come in to one of our Superstores.
2. How will my merchandise be shipped?
If you have purchased a mattress, headboard, footboard or bedroom furniture and live within our Southern California delivery area, the items purchased online will be delivered by Sit ‘n Sleep. All other items purchased will be shipped via UPS.
3. How can I pay for my online purchase?
We accept VISA, Master Card, American Express and Discover. Financing is only available for purchases of $399 and above made in one of our Superstore locations.
4. Can I change my order after it’s been placed?
Once you have submitted your order online, you must call Customer Service to make any changes to your order. Customer Service is available 8 a.m. to 8 p.m. Monday through Friday and 9 a.m. to 5:30 p.m. Saturday and Sunday (Pacific Standard Time). Customer Service can be reached at 866-888-5953.
5. How do I cancel my order?
An order can be cancelled up until the time it has shipped by calling Customer Service. Customer Service is available 8 a.m. to 8 p.m. Monday through Friday and 9 a.m. to 5:30 p.m. Saturday and Sunday (Pacific Standard Time). Customer Service can be reached at 866-888-5953.
6. How are backorders handled?
We make every effort to offer items that are in stock and ready to be shipped. If, however, there is an item that is temporarily on backorder, we will notify you via e-mail within two business days of the backorder and give you an estimated ship date. If you wish to keep the item on order, you will be notified via e-mail when the item ships. Your credit card will not be charged until the item ships. If you wish to cancel the backordered item, you may cancel the item by responding to the e-mail notification, or call Customer Service at 866-888-5953. Customer Service is available 8 a.m. to 8 p.m. Monday through Friday and 9 a.m. to 5:30 p.m. Saturday and Sunday (Pacific Standard Time).
7. Can I track my purchase online?
Yes. After your order has shipped, you will receive an e-mail. This e-mail will include your tracking number and a link directly to the UPS website, where you will be able to track the status of your shipment.
8. What information can I get about my home delivery?
If you have made a purchase in one of our Superstores, you will be called the evening before your delivery giving you the 4-hour delivery window for the next day’s delivery. If you need to reschedule your delivery, you can call our home delivery department at 800-474-8675. If you have other questions regarding your purchase, you can reach Customer Service at 800-961-1997. Customer Service is available 8 a.m. to 8 p.m. Monday through Friday and 9 a.m. to 5:30 p.m. Saturday and Sunday (Pacific Standard Time).
9. Do you ship outside the continental United States?
No. At this time, we only ship within the continental United States.
10. How will I know when my order has shipped?
You will receive an e-mail notifying you when your order has shipped. This e-mail will include your tracking number and a link directly to the UPS website, where you will be able to track the status of your shipment.
11. How do I return merchandise?
All returns must have a Return Authorization number. To obtain a Return Authorization number, call Customer Service at 866-888-5953 or send an e-mail to onlinepurchase@sitnleep.com. Customer Service is available 8 a.m. to 8 p.m. Monday through Friday and 9 a.m. to 5:30 p.m. Saturday and Sunday (Pacific Standard Time). You may return any item within 30 days for a full refund or exchange without any additional shipping charges, as long as you obtain a Return Authorization number from us. (The only exception is for return of furniture items weighing over 20 lbs and mattresses. Contact Customer Service for details on how to return larger furniture items)
12. What qualifies as “defective” merchandise?
An item that is received with poor tailoring, irregularities in the fabric that are inconsistent with the nature of the fabric, a broken zipper or missing button, an item that doesn’t work or arrives broken would be examples of defective merchandise. (For information regarding defects in mattresses, please see the What is covered by the manufacturer’s warranty? in the Become a Mattress Expert section of this website)
13. Can I return merchandise I’ve purchased online at a Sit ‘n Sleep store?
Yes, but only after obtaining a Return Authorization number by phone. (see “How do I return merchandise?” above)
14. Can I order online and pick up my order at a Sit ‘n Sleep store?
No, not at this time. Please let us know if that is a feature you would like us to offer by sending an e-mail to feedback@sitnsleep.com.
15. How do I get my user name and/or password if I’ve forgotten it?
You can click “Password forgotten. Click here.” and we will send a new password to the e-mail address given when you placed your order. If you’ve forgotten which e-mail address you used or have changed your e-mail address, please contact Customer Service at 866-888-5953. Customer Service is available 8 a.m. to 8 p.m. Monday through Friday and 9 a.m. to 5:30 p.m. Saturday and Sunday (Pacific Standard Time).
16. How can I update my personal billing or shipping address?
When you log-in to your account, you will have the ability to change your personal billing or shipping address. This change will not affect any open orders, however. If you need to change any information on a pending order, you must contact Customer Service at 866-888-5953.
