At American Mattress Outlet, we try and do business with only the best manufacturers so that we don’t have warranty issues. In the event that we do, it is the manufacturer who makes all warranty decisions. Their warranties typically cover loose, broken, or protruding wires, as well as sagging or body impressions of 1½” or greater, but only if the mattress has been continuously supported by a matching foundation (or equivalent) and used with an appropriate frame with center support or a minimum of 5 cross slats with center support that extends to the floor.
What is Covered by the Manufacturer’s Warranty?
Your warranty coverage is offered through the manufacturer and will differ across brands. Please review your warranty card for coverage details. The law tags on your mattress will provide a code that you should reference against the warranty card for the length of your warranty period.
What Will Void a Manufacturer’s Warranty?
Blemishes, rips, tears and burns on the item will void your manufacturer’s warranty. Improper support will void your manufacturer’s warranty. For details on what is considered proper support for your mattress, please refer to the warranty card received with the delivery of your mattress.
What is not covered by Manufacturer’s Warranty?
However, the warranty does NOT cover the following:
- Transportation and inspection costs
- Bedding used in hotels, motels, or institutional facilities
- Bedding sold “as is” or received as a promotional item
- Bedding purchased from non-retail establishments or purchased as floor samples
- Bedding height or comfort preference
- Corner guards
- Bent perimeter border rods due to moving or bending the sleep set for innerspring models
- Replacement of another piece in a sleep set unless it is also defective
- Damage of the mattress or foundation due to misuse or abuse
- Mattress damage due to an inappropriate foundation or incorrect bed frame
- Sheet fit
- Fabric stains, soiling, fluid penetration, tears or burns
- Adjustable foundations (except as noted in the owner’s manual)
- Mattress fabric (except as noted for all-foam mattresses)
- Zippered mattress cover damage due to improper care
- Normal changes in softness and recovery time associated with memory foam and latex materials over time. This does not affect the pressure relieving qualities of these materials.
- Body impressions in the mattress that measure less than 1½” for an innerspring mattress, less than ¾” for all smooth top (non-quilted) hybrid mattresses, and all foam model mattresses.
- Sagging in the mattress that measures less than 1½” for an innerspring mattress, less than ¾” for all smooth top (non-quilted) hybrid mattresses, and all foam model mattresses.
Why Do You Need Photos of My Frame and Box Springs for a Warranty Claim on My Mattress?
If the product is not properly supported, then damage may occur, thereby voiding the warranty. We encourage you to review the terms and conditions of the limited warranty which provides the required support needed for your product. We are unable to provide warranty assistance for a mattress that is damaged as a result of improper support.
Do I Need My Receipt to File a Warranty Claim?
In most cases, we will be able to locate your receipt in our records. However, it is the consumer’s responsibility to retain proof of purchase to ensure warranty coverage should we be unable to locate it for you.
Mattress Warranty Claim Photo Requirements
To file a warranty claim for your mattress, please follow these steps:
- Remove the covers and all bedding: Be sure that all bedding (blankets, sheets, mattress protectors, etc.) have been removed prior to taking any pictures.
- Place a straight edge: Place a straight edge, such as a broom handle or yardstick over the affected area.
- Use a measuring device: Place a tape measure or ruler into the deepest area of the depression. DO NOT measure into the mattress’s stitching.
- Take one close-up photo: Take one close-up photo, showing the measurement clearly.
- Take one photo from a distance: Take one photo from a distance, including the measurement and as much of the surface of the mattress as best you can.
- Take a base photo: Take one photo of the foundation or base used to support your mattress. Remove the mattress from the boxspring/base/foundation and take one photo showing as much of the surface as possible. IF there is a depression, please take a close up photo showing the measurement.
- Take a law tag photo: Take one photo of the mattress law tag, ensuring the text on the tag can be read clearly in the image. The law tag is usually located at the head of the mattress either between the mattress and the wall, or between the mattress and box spring. The law tag will have a manufacture date along with the name of the manufacturer. The base unit/box spring will have a separate law tag.
- Do not place any weighted objects, including people, on the mattress while taking the photos.
- The photos listed above are required for any mattress, mattress set, or foundation claim request.
Warranty FormPlease email the following information to email@example.com
- Customer Name
- Phone Number
- Description of the issue
- Purchase Date
- Photo of the Law Tag
- Photo of the Receipt
- Straight Edge Photo
- Picture Measuring the Depression
- Close Up Photo
- Photo from a Distance
- Photo of the Base or Foundation