Shipping Policy

We will ship your order using the fastest, safest, and most reliable method possible. Therefore, we have established strong relationships with some of the best delivery agents nationwide. All mattress sets sold through ShopSerta.com will be delivered by our Certified Delivery Agent White Glove Service providing you with an optimal delivery experience.

Certified Delivery Agent White Glove Platinum Service

This product is too heavy/large to ship via the small package delivery services (e.g. UPS, FedEx) so it will be sent to you via white glove freight delivery. White glove freight is different than standard UPS, FedEx or US Mail in that the carrier takes a larger part in making sure the product you are purchasing makes it safely off of their truck.

A Platinum Service delivery will include “white glove” 2 person service that includes; inside placement to room of choice, stair carries (up to 2 flights), unpacking, set-up of basic frame (tool less), removal of debris and removal and disposal of old bedding.

• 1. Standard delivery service is Monday – Friday 8:00 AM – 6:00 PM except for Holidays including New Years Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday After Thanksgiving Day, Christmas Eve Day and Christmas Day.
  
• 2. A customer pre-call contact will be attempted within 24 – 48 hours after the Certified Delivery Agent receives your product from Serta to arrange delivery time.
  
• 3. The Certified Delivery Agent will attempt to deliver within a (4) four hour window and within (10) ten business days of receipt of product from Serta. Serta will deliver product to home delivery provider within (5) five business days of our receipt of the order.

One other important thing to remember about the Certified Delivery Agent and White Glove Platinum Service is that you MUST inspect the package at the time of delivery. If the product has any damage, or if there is any reason for you to be at all concerned about damage, you have 2 options: 1) You can refuse shipment and a replacement product will be ordered directly from our factory; or 2) Please write "PRODUCT DAMAGED" clearly on the sheet that you are asked to sign. This simply insures that if there is any damage, it will be easy to take care of the problem. You can then follow-up with our customer service agents at 1-866-755-9990 to arrange a replacement shipment if necessary.

When will my order arrive?

All orders will be made for you after your order is placed.

Typically you can expect delivery between 10 and 21 business days. This estimate is based on our experience and it could be more or less. You will receive a call from our local delivery partner to make delivery arrangements approximately 1 week after your order has been shipped from our facility. You can check on the status of you order by calling 1-866-755-9990 or by visiting wherezmyorder.com and entering your order number and zip code.

Note also that your bed frame (if you choose one as part of your order) will ship from a different location than your mattress set. The bed frame should arrive well before your mattress set, so please keep it close to the area you plan to have the bed set up. That way the delivery company can complete the bed set-up without delay.

Is Delivery really free?

For all mattress set orders of $899 or above (before taxes), we provide delivery at no additional cost, as part of our service to you. For all mattress set orders less than $899 (before taxes), you will be charged a flat rate of $75 for Certified Delivery Agent White Glove Service.