Faq - Express Home Direct

Frequently Asked Questions

Best Way to Shop for a Mattress Online

Shopping online at Express Home Direct for a new mattress is fast, easy & convenient. We've simplified, the often times, confusing mattress shopping experience. Express Home Direct has created a simple-to-use process for anyone to use to help find their perfect mattress, even if they have no idea which mattress they're looking for. Simply follow the steps below on how to use our exclusive Mattress Finder + Express Delivery process, to find your perfect mattress.

First make sure you start on our homepage www.expresshomedirect.com.
Scroll down slightly so that our 'Mattress Finder + Express Delivery" is visible.
Select your Mattress Size, from the drop down: Not sure which size, check out our guide Shopping For a New Mattress.
Select your mattress Firmness, from the drop down: Firm, medium or soft.
Select your mattress Package, from the drop down: Mattress Only or Mattress and Box Spring Set.
Enter your Delivery Zip Code, this way we we can display mattresses in your area for free Same-Day Delivery.
Click, "Find My Mattress"

After you click, "Find My Mattress" you will be redirected to your results. To make it easier for you, we provided additional filter options for you to choose from, to further limit your results and find the perfect mattress for you. Ask us for our recommendation on which mattress is perfect for your unique needs.

Since 1980, our world class Comfort Consultants have helped millions of customers find their perfect mattress, for the best night's sleep, at the lowest prices; guaranteed. Call us now (833) 246-8732 we're friendly and here to help you. You can also chat with us or send us an email help@expresshomedirect.com.

For more information on mattress definitions with simple to understand explanations please read our guide Shopping For a New Mattress.

120-Night Comfort Guarantee

Shop with confidence knowing that your mattress purchase is backed by our Express Home Direct 120 Night Comfort Guarantee. At Express Home Direct our goal is to deliver a mattress that's perfect for you. We want to make sure that you love your new mattress and are having the best night's sleep. We want you to be completely satisfied with the comfort & quality of your brand new-mattress. If you don't love your new mattress and you're not completely satisfied, our Comfort Consultants will help you find another mattress, that's more comfortable, to replace and exchange your mattress -- 100% absolutely free, at no cost to you (That's right $0). Our Comfort Consultants will help you choose another mattress that's firmer, softer and/or has additional premium features, that you're looking for. This service is completely free there are no hidden fees, no re-delivery fees, no service fees, no restocking fees, no fees at all -- none. We believe you should love your new mattress, and if you're not we'll make it right. Some restrictions may apply. See below eligibility information.

120 Night Comfort Guarantee eligibility:

Mattress products only.
Exchange request must occur within 120 days of your mattress delivery.
Not eligible for bedding products (i.e. sheets, pillows, toppers, protectors etc.).
Limit 1 comfort exchange per order.
Not eligible on defective mattresses (defects are only covered under the Manufacturer's Warranty).
Replacement mattress model must be of equal or greater value.
If replacement mattress is less than the original price, we will refund you up to a $100 as store credit only.
Absolutely no exchanges on mattresses that are dirty, soiled or stained. No exceptions.

We cannot stress this enough, but the mattress must be free & clear or any stains, rips or tears, not only will this void your mattresses manufacturer warranty but will also void the 120 Night Comfort Guarantee. We always recommend purchasing a Mattress Protector with your new mattress.

Free Same-Day Delivery

Not only is it our goal that you love your new mattress, but we want to make sure we deliver your mattress to you as fast as possible. You don't have to wait weeks for your mattress delivery. Express Home Direct offers many convenient delivery options. Same-Day mattress delivery isn't available everywhere, yet. But for the areas that we do deliver to you can enjoy your free same-day delivery of your new mattress. After you enter your delivery zip code on the site, mattresses that are available in your area for delivery will be displayed. Keep an eye out for the mattresses that are tagged with the orange "Free Same-Day Delivery" icon. For mattresses that are not currently in stock, it typically takes anywhere from 48-72 hours for our delivery team to deliver your mattress. We do all the heavy lifting for you and there are no walkup restrictions. We strive to offer the very best white glove express service.

Free Express Service Includes:

Sleep on it tonight with guaranteed Same-Day Delivery. *
Delivery when you want it. Choose the day & time you want your mattress delivered at check out.
Delivery available between 8 a.m. and midnight, 7 days a week.
In-Home setup of your brand-new mattress in any room of your choice.
Removal of your old mattress & all packing materials.
Turn-Down Service (We'll make your bed. We put your sheets & protector on your new mattress).
Delivery Upon Approval™ Promise - If you're not 100% delighted with the comfort & quality of your brand-new mattress at the time of delivery, we will pack it up and take it back at no cost to you.

Questions, comments or special instructions about our Free Express White Glove Delivery Service? Speak with our friendly delivery team members, by calling us at 1 (844) 659-5029 or chat with one of our chat agents. We'll help answer all your questions and deliver your mattress around your special instructions.

Free Same Day Mattress Delivery

*Same-Day Delivery is available when you select today on the delivery calendar, during check-out, on orders placed before 4 p.m. EST and on in-stock mattresses. If it's after 4 p.m. EST and you need your new mattress delivered this evening please call us right away (844) 659-5029 and we will do our best to accomodate your request. Orders placed for Next-Day or 2-Day Delivery is available on in-stock products. Orders that may require further confirmation by the credit card processor, may delay your order (wrong credit card #, wrong expiration date etc). After your order is placed, you will receive an e-mail confirming your delivery window. Our friendly delivery agents will call you 20 minutes prior to your delivery. All deliveries require an adult present to sign & accept delivery.

Refund Policy

Mattresses, Adjustable Bases & Box Springs Orders

Mattresses, adjustable bases & box springs ordered on www.expresshomedirect.com are covered by the 45-Day Money Back Guarantee & 120-Night Comfort Guarantee. Customers that purchased a mattress and decide within 45 days from delivery, that they no longer are satisfied with their mattress are eligible for a complete refund of the purchase price, if requested. Customers who purchase a matterss also have the option of replacing or exchanging thier mattress for another mattress. After the 45 day period, customers that purchased a mattress are only eligible for the 120-Night Comfort Guarantee, for an exchange only. Some restrictions may apply. In order to be eligible for the 100% refund of your mattress purchase:

Contact us within 45 days of receiving your order
Your original form of payment will be refunded in full.
If original form of payment is no longer available, a 100% refund in the form of a store credit will be issued instead.
Not eligible on defects. Defects are covered under the manufacturer warranty only.
After 45 days, your purchase is guaranteed under the 120 Night Comfort Guarantee for an exchange only. Read more about the 120-Night Comfort Guarantee.
Past the 120 days there are no free returns & refunds on mattresses, adjustable bases & box springs.
Refunds and returns after 120 days may be subject to a 45% handling charge on the original purchase price.
Absolutely no returns or refunds on mattresses that are dirty, soiled or stained. No exceptions.

Mattresses must be free & clear or any stains, rips or tears, not only will this void your mattresses manufacturer warranty but will also void the 45-Day Money Back Guarantee and the 120-Night Comfort Guarantee . We always recommend purchasing a Mattress Protector with your new mattress order to stay protected.

Bedding & Non-Mattress Product Orders (sheets, pillows, toppers, protectors etc.)

Bedding & non-mattress products ordered on www.expresshomedirect.com are covered by the 45-Day Money Back Guarantee. Customer's who purchase bedding & non-mattress products and decide within 45 days from receiving their order, that they no longer are satisfied with their bedding & non-mattress products purchase are eligible for a complete refund of the purchase price. Some restrictions may apply. In order to be eligible for the 100% refund of your bedding & non-mattress purchase:

Contact us within 45 days of receiving your order
Your original form of payment will be refunded in full.
If original form of payment is no longer available, a 100% refund in the form of a store credit will be issued instead.
Not eligible on defects. Defects are covered under the manufacturer warranty only.
Refunds and returns after 45 days may be subject to an 12% handling charge on the original purchase price.
Absolutely no returns or refunds on bedding products that are dirty, soiled or stained. No exceptions.

Returns Policy

Mattresses, Adjustable Bases & Box Springs Orders

Mattresses, adjustable bases & box springs ordered on www.expresshomedirect.com are eligible for free returns and are also covered by the 45-Day Money Back Guarantee & 120-Night Comfort Guarantee. Customers that purchased a mattress and decide within 45 days from delivery, that they no longer are satisfied with their mattress and want to return their mattress are eligible for a complete refund of the purchase price, if requested. Customers who purchase a matterss also have the option of replacing or exchanging thier mattress for another mattress. After the 45 day period, customers that purchased a mattress are only eligible for the 120-Night Comfort Guarantee, for an exchange only. Some restrictions may apply. In order to be eligible return your mattress purchase:

Contact us within 45 days of receiving your order
We will arrange a convenient date & time for a free pick up of your mattress
Please note If we removed your old mattress at the time of your initial delivery, it will be disposed of and cannot be returned to you.
Your original form of payment will be refunded in full.
If the original form of payment is no longer available, a 100% refund in the form of a store credit will be issued instead.
Not eligible on defects. Defects are covered under the manufacturer warranty only.
After 45 days, your purchase is guaranteed under the 120 Night Comfort Guarantee for an exchange only and is not eligible to be returned. Read more about the 120-Night Comfort Guarantee.
Past the 120 days there are no free returns & refunds on mattresses, adjustable bases & box springs.
Refunds and returns after 120 days may be subject to a 45% handling charge of the original purchase price.
Absolutely no returns or refunds on mattresses that are dirty, soiled or stained. No exceptions.

Bedding & Non-Mattress Product Orders (sheets, pillows, toppers, protectors etc.)

Bedding & non-mattress products ordered on www.expresshomedirect.com are eligible for free returns and are also covered by the 45-Day Money Back Guarantee. Customer's who purchase bedding & non-mattress products and decide within 45 days from receiving their order, that they no longer are satisfied with their bedding & non-mattress products purchase are eligible for a complete refund of the purchase price. Some restrictions may apply. In order to be eligible for the 100% refund of your bedding & non-mattress purchase:

Contact us within 45 days of receiving your order.
We will e-mail you a pre-paid shipping label.
Once the items are received by our returns department we will issue you a full refund.
Your original form of payment will be refunded in full.
If the original form of payment is no longer available, a 100% refund in the form of a store credit will be issued instead.
Not eligible on defects. Defects are covered under the manufacturer warranty only.
Refunds and returns after 45 days may be subject to an 18% handling service of the original purchase price.
Absolutely no returns or refunds on bedding products that are dirty, soiled or stained. No exceptions.

Exchange Policy

Mattresses, Adjustable Bases & Box Springs Orders

Mattresses, adjustable bases & box springs ordered on www.expresshomedirect.com are covered by the 120-Night Comfort Guarantee. Customers that purchased a mattress and decide within 120 days from delivery, that they not completely satisfied, our Comfort Consultants will help you find another mattress, that's more comfortable, and exchange your mattress -- 100% absolutely free, at no cost to you (That's right $0). Our Comfort Consultants will help you choose another mattress that's firmer, softer and/or has additional premium features, that you're looking for. This service is completely free there are no hidden fees, no re-delivery fees, no service fees, no restocking fees, no fees at all -- none. We believe you should love your new mattress, and if you're not we'll make it right. Read more about the 120-Night Comfort Guarantee. Some restrictions may apply. See below eligibility information.

Contact us within 120 days of receiving your order
Exchange request must occur within 120 days of your mattress delivery.
Limit 1 comfort exchange per order.
Replacement mattress model must be of equal or greater value.
If the new replacement mattress selected is less than the original price, we will refund you up to a maximum $100 as store credit only.
Not eligible on defects. Defects are covered under the manufacturer warranty only.
Past the 120 days there are no free returns & refunds on mattresses, adjustable bases & box springs.
Refunds and returns after 120 days may be subject to a 45% handling charge on the original purchase price.
Absolutely no returns or refunds on mattresses that are dirty, soiled or stained. No exceptions.

Bedding & Non-Mattress Product Orders (sheets, pillows, toppers, protectors etc.)

Bedding & non-mattress products ordered on www.expresshomedirect.com are eligible for free returns and exchanges and are also covered by the 45-Day Money Back Guarantee. Customer's who purchase bedding & non-mattress products and decide within 45 days from receiving their order, that they no longer are satisfied with their bedding & non-mattress products purchase are eligible for a free exchange. Some restrictions may apply. In order to be eligible for the 100% free exchange of your bedding & non-mattress purchase:

Contact us within 45 days of receiving your order.
Place a new order for the item you want to exchange.
We will e-mail you a pre-paid shipping label for the item you want to exchange.
Once the items are received by our returns department we will issue you a full refund on the original order.
Your original form of payment will be refunded in full.
If the original form of payment is no longer available, a 100% refund in the form of a store credit will be issued instead.
Not eligible on defects. Defects are covered under the manufacturer warranty only.
No exchanges after 45 days.
Absolutely no exchanges on bedding products that are dirty, soiled or stained. No exceptions.

For more information please read our Returns & Exchange Policy and Terms of Service. If you need further help, or have any questions please call us at (833) 246-8732, e-mail us at support@expresshomedirect.com or chat with us. We'll help answer any questions you may have. To save you time please have your order number ready.

Frequently Asked Questions

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