Frequently Asked Questions!
Shipping & Returns
- We offer free delivery for all online mattress purchases over $399.99 in the Southern California area.
- We deliver every day of the week except Sundays & Mondays.
- For in-state deliveries, we ship directly from our Cerritos, California warehouse. For out of state orders, we may ship directly from our warehouse partners across the country.
- If you live out of state, we do ask that you give us 7-14 business days to deliver your merchandise.
- We do not offer returns on any of these secondary purchase products: mattress protectors, pillows, frames, adjustable bases, and accessory items. These items are furniture category products and all sales are final.
Customer Service & Warranty
Anyone who chooses to invest in sleep with Ortho Mattress will be guaranteed on their investment. Whether you choose to purchase a national brand or one of our locally manufactured mattresses, we’ll back you up with a manufacturer’s warranty. Less than 1% of our mattresses require the use of our warranty service, but when they do, our customer service department works vigilantly to ensure that anything beyond normal wear and tear is complemented with the appropriate replacement value. The best part is that you’ll have your replacement value to put towards any product we carry! The typical mattress is replaceable under warranty guidelines if any part of the surface area compresses 1” or more for a spring bed and .75” or more for a foam bed. If you feel that your mattress is defective, simply contact our customer service department or your local Ortho showroom with your invoice. A service form will be submitted and a third-party inspector will be scheduled to perform an in-home inspection for a fee on your mattress. Once verified by the inspector as a warranty defect, our customer service department will contact you to offer the warranty replacement credit with instructions to reselect a product (or products) of your choice that will be delivered to your residence in exchange for the defective product. You should contact our customer service department or your local Ortho showroom to hear details of these warranties, as they differ from model to model.
Mattress Recycling Fee
As of January 2018, California State Law requires retailers to collect a $10.50 “recycle fee” on each mattress, box spring, foundation, and base sold. This recycling fee is “per piece” so if your box spring or foundation comes in two pieces, the fee will be charged for each piece. The state approved the amount of the fee and it is not set or controlled by the retailer. The fee funds the state’s mattress recycling program, which is administered by the Mattress Recycling Council.
To ensure your comfort, we offer a 100 night comfort guarantee. In order to allow your body to adjust to the new mattress, we ask that you sleep on your new mattress for 30 nights, but no more than 100 nights before making an exchange. The comfort guarantee is a one time exchange and only applies to mattresses $499.99 and above. If you are not comfortable, you may select another mattress of equal or greater value (you simply pay the difference in price) within the first 100 nights. Removal of the law label, damage, abuse, soiled or stained mattress are considered unsanitary and will void your comfort exchange. Purchasing a mattress protector is recommended to ensure a stain free mattress during your 100 night comfort guarantee. No cancellation may be made on the original purchase. The Comfort Guarantee does not apply to furniture, adjustable beds, custom sizes , mattresses sold as-is, warranty exchanges, pillows, protectors or sheets. There is a $99.99 delivery charge if local delivery is requested. This policy applies to mattress purchases only. Adjustable bases, foundations, and accessories are final sale.