I often get questioned about warranties, what they cover, and what to do if you want to use one. The first thing that I have to say is that each manufacturer is different about their warranties, and that this is just a general guide. Some like to interact with the consumer themselves, some like for the retailer to do it. Each bed has a different warranty duration, as well as definition of what “defective” means. Read your warranty card carefully when you get your bed.
All that being said, there are a few things that you need to know even before you sleep on your bed that first time. A stain voids any warranty. Period. It may seem ridiculous to you, but there are reasons for this. First, a stain usually means that some sort of liquid got into the padding layers of the bed, and into the foam. This can cause the foam to fail, and is not a manufacturer defect. A stain could also be evidence of mishandling, abuse of the mattress, or lack of care. The warranty only covers a manufacturer’s defect, which basically means that the bed failed at no fault of the customer. The most important thing that you can do to protect your warranty is to cover your bed with a waterproof mattress protector. Believe me, you’ll be glad that you got it. Secondly, do not throw away your original receipt, or the warranty card that came with the mattress.
If you have a complaint about the bed that you think is covered under the warranty, check out the warranty page on our website. We will either send you a warranty questionnaire, or give you the phone number that you need in order to contact the manufacturer. If we send you the warranty questionnaire, then we will be handling your warranty claim. Fill out the paperwork, and send it back to us. It helps if you take pictures of the defect, directions on how to do it will be included with the questionnaire. If we think that it’s necessary, we will send out an inspector to take a look at the mattress, measure for any sag, and evaluate the defect. We will then send this information to the manufacturer.
Please remember that the decision to approve or deny your warranty claim belongs soley to the manufacturer. Dr Snooze doesn’t make beds, and doesn’t offer a warranty. The manufacturer is who warranties your bed, and will make the determination to repair, replace, or to deny the claim.
If your claim is approved, we will come out and replace the defective piece. It’s that easy. As always, if you have questions, call us!