Understanding the Shipping and Return Policy
As an essential part of customer service, understanding our Shipping and Return Policy is crucial. Here at Sterling Sleep Systems, we strive to make each transaction as smooth and convenient as possible for our customers. We understand that in certain circumstances, the products may not meet your expectations and returning them becomes unavoidable.
Our Shipping Policy ensures that every product purchased from us reaches you in the best condition and within a reasonable time frame. We have partnered with reliable courier partners to ensure timely and safe deliveries. However, there can be certain situations like natural disasters, warehouse conditions or courier issues that lead to delivery delays. We deeply value our customers and assure that we are constantly working to reduce such incidents and make the shipping process even smoother.
Our Return Policy is designed keeping in mind the comfort and ease of our customers. We offer a ‘No Questions Asked’ return policy for most of our products. However, the product must be unused and undamaged, and returned within a specific time frame. Certain products that are sensitive or custom-made may not be eligible for returns, unless there is a clear quality issue. We request our customers to read the return and exchange policy clearly before making any purchase in order to avoid any confusion in the future.
Shipping
We offer free shipping for mattresses, foundations and most products in the continental US, excluding Alaska & Hawaii. A few items do not have free shipping, and they are noted on the product pages.
Waterbed conditioner, Water Tablets, patch kits and other small items may ship US Postal Service Priority Mail if they are not combined with a larger item as part of an order.
FedEx, such as complete waterbed systems, an innerspring mattress, or latex beds will ship via Freight Carrier of our choosing based on your address. These services are provided at no additional charge to you.
IMPORTANT!!!
If a freight carrier is used for your order (Does not apply to regular FedEx or Postal Service orders) Does apply to FedEx Freight orders:
Someone will need to be home to inspect and sign for the shipment. NO EXCEPTIONS!!!
If your order arrived damaged, or if items are missing from your order, you need to make a note on the Bill of Lading (BOL), then call or contact Sterling right away. Making these notes on the BOL allows us to contact the shipping company and have them find your shipment if it is lost, or get credit for damaged articles which allows us to send you replacement parts. If you simply sign the bill and do not report the damage or missing articles to the shipping company and Sterling as well, the freight company will determine that they delivered your order without incident, and we will not be able to help you with replacement parts for anything lost or damaged.
We are not able to provide expedited shipping services on these larger items if purchased online. If you would like us to ship your bed system through a faster service, please contact us at 888-281-2817, and we will try to assist you, however, faster shipping on items this large can be very expensive. Any shipping method beyond what we offer is at the customer's expense.
Availability of products on our site:
Our website does not show our current stock levels, only what we offer. In general, we do keep stock of our most popular items, so it is possible that if your order is received early enough in the day, we can usually ship it out the same day and post tracking information.
Waterbed parts that are not in stock may take up to 2 weeks to build and ship.
Larger items, such as our Imperials, Hospitality, and Silver Lining series mattresses may take up to 2 weeks if we do not have the materials in stock to build your order, plus delivery time by the freight carriers we use. Due to the pandemic, some of these lead times may be longer, as we have had a few issues receiving raw materials. If your order will be impacted by these delays, we will let you know.
If you have ordered one of our bed systems, we will post your tracking information when it becomes available to our website administrators. Since some of these carriers do not have tracking services online, we will usually send you a separate e-mail with the contact information for the carrier so you may contact them directly.
As always, if you have a question about our products or services, please feel free to contact us at 888-281-2817 Monday-Friday from 8:00am-4:30pm Pacific Time, excluding most Holidays or you may always send us an e-mail on our contact us page.
For International Orders:
We do not have an automated system to handle international orders. We can take them on a case by case basis. Please email your needs to Sale@sterlingsleep.com, and we can send you a customized quote with applicable shipping costs.
Please contact Sterling Sleep Systems if you have questions at 714-891-3191.
Returns
Sterling Sleep Return Policy
At Sterling Sleep, we take pride in manufacturing luxury mattresses of the highest quality in the United States for over 35 years. We want to ensure your complete satisfaction with our products, which is why we offer a 100-day return policy for your peace of mind. This 100 day return policy applies to any of our innerspring and latex/memory foam mattresses only.
All other items purchased on our website have a 30 day return window, with the exception of gift cards which are non-returnable/refundable.
*Due to the weight and complexity of the product, Waterbed Systems are excluded from this policy, and normal warranty applies.
Eligibility:
To be eligible for a return, your mattress must meet the following criteria:
- The mattress must be in its original condition, free from any damages, blemishes, stains, or signs of excessive wear and tear. This includes damage resulting from environmental factors or improper use, such as mold, water, or urine, which would void return eligibility.
- Your mattress must have been in use for at least 30 days but no more than 100 days from the date of purchase to be eligible for return.
Return Process:
To initiate a return, please follow these steps:
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Initiate the return request between day 30 and day 100 from the date of purchase.
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Contact Sterling Sleep via phone at (888) 281-2817 or by email at sales@sterlingsleep.com.
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Sterling Sleep will provide you with a return authorization number and, at your option, issue you a return shipping label. Please note that return shipping fees are deducted from your original purchase unless you choose to use your own shipping method. Sterling Sleep does not refund shipping charges.
- unless it is part of our 100 day sleep trial mentioned above, a 10% restocking fee applies. This fee covers most of the original shipping costs of your order, since we do not get that back from the shipping carriers.
Inspection and Refund Process:
Upon receiving the returned mattress at our facility, we will conduct an inspection to ensure it meets the return policy criteria. If the mattress is in acceptable condition, we will proceed with the refund, deducting the return shipping fee. Refunds will be processed to your original payment method.
Questions and Assistance:
If you have any questions or concerns regarding our return policy, please do not hesitate to contact us directly. We are here to assist you and ensure your complete satisfaction with SterlingSleep.com.