Frequently Asked Questions


1. Can I change my order?

If you live outside of our normal delivery area, you may cancel your order within 48 hours of placing it without any additional charge or obligation. After 48 hours, you will be charged a 2% cancellation fee if your product has not been shipped. If the product is already in transit but not delivered, there will be a 15% cancellation fee and you will be charged for all shipping charges.Once the order has been placed, it cannot be changed online. If you want to change your order, please call us at (800) 378-2337. If it has not yet been processed, we will change or re-issue a new amended order. Read our Cancellation Policy.

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2. Can I return items to a store?

No, our stores do not accept returns. Please contact the store where you made the purchase to schedule a return. Online customers can call 800-378-2337. A delivery team will be scheduled to meet you at your home to pick it up. You must provide proof of purchase such as a delivery invoice or your email order confirmation. Your goods will be taken and your exchange or refund will be processed on the card you used to place your order.

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3. When do I get my refund once I have returned an item?

Approved refunds will be processed only after all products are returned to Sleep Train.
Debit Card Refunds: All debit transactions will be refunded by check within 10 business days.
Credit Card Refunds: All credit card refunds will be processed on the day that your purchase is picked up or returned. Check refunds cannot be issued for credit card sales. Credit to your account may take 10 business days.
Finance Refunds: Finance accounts will be refunded within 10 business days.
Check Refunds: All approved refunds will be mailed directly to you within 10 business days after your check has cleared the bank.
Cash Refunds: Due to the limited amount of cash our stores keep on the premises, we regret we are unable to issue any refunds in cash. Sales paid by cash will be refunded by check within 10 business days of refund approval.

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4. What should I do if my credit/debit card has been refused when placing an order?

Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card.

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5. Where do you deliver?

We offer delivery to anywhere in the continental U.S. If you live in one of our qualifying* local delivery zones, we offer same-day delivery when you purchase any in-stock item by 2 pm.

*Enjoy next-day delivery in Monterey, Reno, Bend and Medford. Same-day delivery is not currently available in these regions.

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6. I have a complaint, who should I speak to?

If it is about a product you have bought from our stores, please get in touch with the store you purchased from. Find your local store. If the complaint is about an online shopping experience please call one of our online sales professionals at (800) 919-2337 or email us.

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7. What if I don’t like my new mattress?

If you’re not completely satisfied with the comfort of your new mattress within the 120-day trial period, you can exchange your original purchase once for another selection or receive a refund. There is a small processing fee of $149.99 for exchanges and returns. See store for details. Read our Out-of-Market Policy.

Stained, damaged, clearance, closeout, “AS IS”, and special order products are not covered by the comfort guarantee trial period. The manufacturer’s law label must remain intact and sewn into its original position to qualify for any exchange.

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8. What do I do if my product breaks while under warranty?

Your purchase is covered by a national manufacturer’s limited warranty. Please read the warranty material with your product. Should you have a warranty issue, contact Sleep Train’s Customer Service department at (800) 919-2337. Note: Stains and/or inadequate bed frame or foundation will void your warranty. Learn more about warranties.

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9. Do you offer discounts on corporate or bulk orders?

We offer special pricing and services for commercial sales to businesses such as fire departments, government agencies, employee assistance programs, medical professionals, businesses, and more. For more information, please call (916) 751-4532 or visit our Commercial Sales page.

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10. What is the California Mattress Recycling Fee?

The California state law requires retailers to collect a mandatory $11 recycling fee on each mattress, movable base and box spring sold after Dec. 30th, 2015. The fee funds the state’s mattress recycling program, administered by the Mattress Recycling council, which aims to divert mattresses from landfills by recycling them. Even if you aren’t parting with your mattress right now, a mattress doesn’t last forever, and will eventually be discarded. Please note that a King size set includes 3 pieces: 1 mattress and 2 box springs, each of which requires the $11 recycling fee.

11. What is happening to Sleep Train stores?

Sleep Train stores are being re-named to Mattress Firm. Customers will see store signs have changed from Sleep Train to Mattress Firm. You’ll continue to experience the same great people, service, selection and guarantees — just under a new name.  Learn More
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