Shipping and Delivery Information
What does shipping cost?
Shipping is FREE for all box-able online orders. This does not include mattresses/foundations or furniture. Small items are shipped FedEx. Shipping cost for our mattresses and furniture is determined on a case by case basis as we always search your local area for quality delivery companies offering the best pricing for you. If you choose not to utilize the white glove delivery and set up option, large items are delivered by a 3rd party freight carrier “curbside”. This means the driver will unload the shipment at the end of your driveway or the entryway of your apartment building. They will not enter your home, assemble, or set up the product.
How long does it take to get a mattress purchase?
Typical lead times are 4-6 weeks. We work diligently to get your order to you as quickly as possible. The estimated time of arrival is determined by stock availability, shipping destination, and delivery service schedules.
Depending on the manufacturer and product availability, some items can ship within a few days (such as in-stock pillows and bedding items). Other items, such as sleep systems and furniture, may take from 4-16 weeks. Occasionally, stock levels deplete and items become backordered, but each manufacturer’s warehouse stocking program ensures that any delays are kept to a reasonable minimum.
If you choose a made-to-order item (sleep system, furniture) that is not on a manufacturer’s stock list, the item will be built for you at the manufacturer’s factory, and then shipped from their distribution center. Delivery times from the manufacturers’ facilities to the U.S. generally range between 12 and 16 weeks. To determine which items are available in the stocking programs, please contact Sovn European Sleep Systems.
Where do you ship furniture?
We offer curbside shipping for all online orders to destinations within the continental 48 states. For special requests, White Glove delivery quotes, or for more information, please contact us by email (firstname.lastname@example.org) or call 1-877-425-2325. Note: We cannot ship to P.O. boxes.
Orders shipping with Fed Ex will arrive with no signature necessary, unless you request otherwise.
For all other orders, please be present to inspect and accept the shipment, or have an authorized person present to do so on your behalf.
Can orders be shipped to a location other than a billing address?
Orders made through our website cannot ordinarily be shipped to locations other than your billing address. We have established this policy for your security and ours, as a means of preventing credit card fraud.
However, we do understand that in some cases, customers may wish to ship an item to a friend or family member, or to a different home. In the case of your shipping address not matching your billing address, we will contact you after entering your order to explain any additional steps that may be necessary.
Will the shipping company set up the furniture?
Set up is only included in the White Glove delivery service. If Curbside delivery is selected the driver will not set up any items in your home. “Curbside” delivery means the driver will unload the shipment at the end of your driveway or the entryway of your apartment building. Items difficult to move from the truck may require your assistance. Occasionally, drivers will offer to take boxes to your door or garage, but they should not be expected to do so.
The driver is not responsible for bringing a box into your home, unpacking it, assembling or staging your purchased items, or for clearing away boxes, packing or pallets. If you require these services, you will need our White Glove Service, explained below.
What is White Glove Service?
The White Glove level of service includes full delivery & set up inside the home. For White Glove Service, fees can range from $98-$400 under normal conditions, and more if your order involves multiple sleep systems and/or furniture pieces. This helps us cover the difference in cost to us between the cost of conventional curbside delivery (which we pay for) and the additional service.
To request or discuss this service, please complete your order normally, and include a comment requesting a White Glove Service or a quote for service. You are also welcome to contact us by email or phone to discuss or request this service. We will follow up by contacting you and providing a quote you the lowest possible price.
What if the furniture arrives damaged or incorrect?
We urge you to carefully inspect your order before signing for delivery – while the driver is still there. If you open the packages for a more complete inspection, which we recommend, please exercise care so the packing materials can be used to ship things back safely if necessary.
Please complete the following steps before signing for your delivery:
1) Note any damage to packaging (rips, smashed sides, etc) on the delivery slip. Take photos if possible.
2) Open each box and thoroughly inspect each piece for damage. If in doubt, write “pending inspection” on the delivery form. If damage is present, make notes on the delivery slip, and take photos if possible.
3) Verify your order is correct and complete.
4) Only then should you sign the delivery form.
Please note that signing the delivery slip without any written comments is the equivalent of stating that your delivery arrived in perfect condition; the freight carrier can elect to deny any damage claim submitted by you later.
PLEASE NOTE: Orders that are obviously badly damaged should be refused.
5) Call Sovn immediately (1-877-425-2325) if your order arrives damaged, so we may file the necessary claims and get a replacement sent to you. Please keep all packaging, which may be needed to ship the bad piece back, or it may need to be inspected by a claims investigator.
6) If you feel there is a manufacturing defect, or if you order is in any way incorrect, please contact us. Please keep all packaging, which may be needed to ship the piece back.
**Please do NOT ship items back to us without contacting us first for a Return Authorization. Unauthorized returns will not be accepted.**
Are shipments insured against damage?
Yes. Every shipment is insured against damage. We request that you carefully inspect your merchandise upon receipt and contact us immediately if you notice any damage due to transit. To successfully expedite any damage claim, you must keep the original packing material that the item(s) arrived in and print the words, “Damaged Upon Arrival” next to where you sign for the merchandise. Digital or traditional photographs can also be very helpful tools in assisting us to expedite a damage claim.