Frequently Asked Questions
Customer Service and Delivery Questions
Can I change my order?
If you live outside of our normal delivery area, you may cancel your order before accepting delivery without any additional charge or obligation. Once the order has been placed, it cannot be changed online according to frequently asked questions. If you want to change your order, please call us at (888) 499-6784 or message us on our website’s chat app. If your order has not yet been processed, we will change or re-issue a new amended order.
What do I do if my product breaks while under warranty?
Your purchase is covered by a national manufacturer’s limited warranty. Please read your product’s warranty materials. Should you have a warranty issue, contact Ortho Mattress Customer Service department at (888) 499-6784. Note: Stains and/or inadequate bed frame or foundation will void your warranty.
Can I return items to a store?
No, our stores do not accept returns. All soft good sales are final. Mattress sales would fall under a comfort exchange.
When do I receive my refund once I have returned an item?
Approved refunds will be processed only after all products are returned to Ortho Mattress.
Debit Card Refunds: All debit transactions will be refunded by 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.
Cash Refunds: Sales paid by cash will be refunded by check within 10 business days of refund approval
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.
What is the California Mattress Recycling Fee?
California state law requires retailers to collect a mandatory $11 recycling fee on each new 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 new King size mattress set includes 3 pieces: 1 mattress and 2 box springs, each of which requires the $11 recycling fee.
Bedding Care Questions
What is the best way to protect my new mattress?
It is always recommended to have a waterproof mattress protector to prevent stains from getting on the mattress. Stains from sweat, saliva, and body oils can void your mattress warranty. A mattress protector your mattress from dust mites and allergens.
How often should you rotate your mattress?
To ensure that your mattress is broken in evenly please rotate your mattress 180 degrees every 2 weeks for the first 4 weeks and then every 4 months thereafter. Think of rotating your mattress like rotating your car tires: it ensures even wear.
Can I extend the life of my mattress with a mattress topper?
Mattress toppers are designed to help provide pressure relief and to add comfort. If your mattress currently does not have enough support, a mattress topper will not provide more support and cannot extend the life of your mattress.
How often should I replace my mattress?
On average, mattresses need to be replaced every 8-10 years. Many factors can affect the lifespan of a mattress, such as care, material, getting married, or having a kid! Our bodies can change quickly over a few years and your mattress might not address those changes. Injuries and back pain require different levels of support that your current mattress may be unable to provide, despite its age.
Mattress Selection Questions
What is the best mattress?
Mattresses are one of the most subjective decisions a consumer can make. We all have different needs. Height, weight, injury, and life events can heavily influence an individual’s ideal mattress choice.
What is the best type of mattress for my child?
The type of mattress you choose for a child is extremely important because children grow while they sleep. A plush mattress is normally recommended for a child since they weigh less in comparison to adults, and the comforting foams on top of the springs will better conform to their changing bodies.
What type of mattress is recommended for overweight people?
Memory foam mattresses are generally recommended because they are more durable and supportive than spring mattresses which can break down quicker. If you have special preferences, please give us a call at 1-888-499-6784.
What is the best mattress for couples with different comfort preferences?
If some of the mattress specification technological solutions like Memory Foam and tufting do not work, try splitting your mattress. A split mattress will give couples the option to choose different comfort levels for each side of the bed. Choose 2 Twin XL (which equates to a King) or 2 California King Split (equating to a Cal King) to your liking. Match them with an adjustable base for maximum comfort.
What is the best mattress for people who sleep on their stomachs?
If you are a stomach sleeper, we recommend a supportive mattress to support the midsection and to keep the back from arching.
What is the best mattress for a side sleeper?
If you are a side sleeper, we recommend a pillow top or plush mattress that fits the contours of your body.
What mattress is recommended for a bad back?
If you suffer from lower back pain, we recommend a firm mattress that helps elevate your hips in line with the rest of your body.