Frequently Asked Questions
1. Do you deliver?
Yes. For orders placed online, we offer 3-4 day shipping to select communities within Los Angeles, Orange, Santa Barbara, Ventura, Riverside, San Bernardino and San Diego counties, provided the selected merchandise is in stock. For outside these areas, delivery will be approximately 1-2 weeks depending on the product that is chosen.
2. Do you offer same day delivery?
Yes, however, same day deliveries are available only to customers who purchase at one of our retail locations in Los Angeles and Orange counties. For all online orders, we do not offer a same day or next day delivery option.
3. How does delivery work?
You will receive a call the day before your delivery date with a 4-hour window and if requested, we can call you an hour before on the day of delivery.
4. Can I choose my delivery time window?
Our standard delivery ($99.99) provides you with a 4-hour window prior to the date of delivery. You can request a morning or afternoon, but we cannot guarantee that all requests will be accommodated. Our premium delivery ($169.99) service, which is only available on purchases made at our retail locations, allows you to choose a 2-hour window. Blackout dates may apply to premium delivery services during select dates. See store for details.
5. Where are Ortho Mattress mattresses made?
Ortho Doctor Preferred, Reserve and Ortho Avant collection are manufactured in our affiliate factory, located in La Mirada, Ca.
6. I’m waiting for a refund. How long does this take?
Refunds take 5-10 business days. The reason for this is that once we process the refund on our side, the credit card company also needs to process it on their side.
7. Can I cancel an order?
You can cancel your order anytime from when it was purchased to before it is delivered.
8. Can I return a mattress after it has been delivered?
No. Once a mattress has been delivered it is no longer eligible for a full return. However, we do offer a 60-night comfort guarantee on purchases of $499.99 or more that allows our customers to select another mattress of equal or greater value. There is a 20% handling fee and a redelivery charge of $99.99 if a customer chooses this option.
9. How do I clean my mattress?
There is no way to truly “clean” a mattress, so it is very important to keep the mattress clean with the use of a moisture-proof mattress protector or mattress encasement.
10. How long should a mattress last?
Usually between 8-10 years, depending on the quality of the mattress purchased. To find the date of manufacture for your mattress, check the law label, normally located at the foot or head of your bed.
11. Does my mattress come with a warranty?
Yes. Warranties vary from product to product, but generally they cover dipping, sagging or body impressions of between ¾ of an inch to 1 ½ inches depending on the model purchased. Clearance and floor model merchandise do not have warranties and are sold as-Is. If a mattress is soiled or stained, the warranty on the mattress is void.
12. Do I need to flip the mattress?
No, none of our mattresses require flipping. We do however, recommend rotating the mattress every two weeks within the first 90 days of use and once every two months thereafter.
13. Can I use my old box spring/foundation?
This is not recommended. If your mattress isn’t giving you the support it once did, the box spring/foundation could be part of the problem. All manufacturers recommend using a matching box spring to ensure optimal support.
14. Do I need a box spring for my platform bed?
No. The slats will provide enough support.