Warranty Claim Form

PLEASE READ ALL of the following directions so that your claim is filed efficiently and correctly. Failure to provide all information will result in delays of the claim process.

Dear Consumer,

The satisfaction of our customers are of the utmost importance to us, and unfortunately sometimes there are issues that may arise that must be addressed by our consumer service representatives. We sincerely apologize that you are having an issue with your mattress, and we will go above and beyond to service you in a prompt and timely manner.

**If you have moved more than 50 miles away from our store, you must deal directly with the manufacturer. You will need to go to their Offical Website to fill out a warranty claim and let them you have moved.

If our store no longer carries the particular brand you have, you will have to go to their Offical Website to get service as we no longer have an account with them, therefore, they will not send the replacement to us.

Please read these instructions before filling out the warranty form so that you may fill it out correctly and submit it to get your claim started.

Guidelines of Mattress Warranty:

Traditional innerspring/quilted top mattresses:

Body impressions of up to 1-1/2" on quilted traditional mattresses are considered normal wear and tear over the warranty period. (usually 10 full years) If you have measured 1-3/4" or more then that would meet the guideline. Side breakdowns, innerspring breakage of any kind under normal wear and tear.(Jumping on a mattress concentrates weight into one area and can cause breakage of the innerspring unit and is not covered)

Memory foam or Hybrid model mattresses:

Body impressions of up to 3/4" on memory foam or Hybrid models are considered normal wear and tear over the warranty period. (usually 10 full years) If you have measured 1" or more then that would meet the guideline.

The following items must be submitted in addition to your claim form.
1. Copy of invoice (proof of purchase) If you no longer have your original receipt, the store location may be able to provide one for you. Keep in mind, these records are only required to be saved for 3-5 years. We will do our best to find it. (Any items that hold a manufacturer's warranty must have a proof of purchase. Retail stores are not required to save your receipts)

**2. Informaiton from the original Law Tags (The Law Tag is attached to the head of the mattress and should not to be removed as they show the date of manufacture and important information on the mattress.) If you have removed these tags and do not have them, unfortunately the manufacturer cannot identify the mattress as having a valid warranty period, and it will be null and void. If you do have the law tag, take complete pictures of front and back of the tag.

3. Photos: Please provide photos of defective area of the mattress. **Please see examples below. If you are having body impression issues, make sure to remove all bedding and use a straight edge ruler or broom handle to lay across the mattress and measure the gap between the hande and the mattress. Be sure not to push down on the measuring tape into the mattress and do not measure in a button stitch/ stitch pattern which are there to tack down materials and should already be 1/2" indented. Take an up close picture of the measurement and also a picture of the whole bed showing all the edges of the mattress with the measurement & handle on it.

4. Download and PRINT this form. Fill out all information. Compose an email uploading the completed form AND the pictures required. Once we recieve the email, we will contact you back achknowleging we have recieved all the items needed. We will then forward them to the manufacturer. Normal turn around time is approx. 5 business days to recieve an approval or denial. The manufacturer will send us the replacement. If your mattress is still in-line, you will get the same one, if not, you will get the most recently updated version. You have 100% of your credit to use. If that same item costs more due to increased costs in materials, you just pay that difference. If you choose to pick somethng else entirely, you will have 75% credit of what you paid originally to use. If you choose something that is more expensive, you just owe that difference. There is no store credit or money back if you choose not to use the entire credit. Comfort exchanges do not apply on warranty replacements.

Please keep in mind, the following items are NOT covered:
1. Transportation to your home and/or service costs associated with the warranty process: The warranty covers the replacement of the defective item or items. Transportation costs are as low as $79.95 but could be more depending on your delivery area. *See store for details.

2. Mattresses found to be stained in any way, deemed unsanitary or abused condition.

3. Normal wear and tear reflected in the guidelines of the warranty.

4. Replacement of the set when only one piece is found to be defective.

5. Comfort of the mattress. ex: hurts your back, hip etc. too soft, too firm etc. Our store provides a 120 night and up to a 365 night comfort trial for this specific problem and is not covered under any manufacturer's warranty.

Please email all pictures required with the completed form to move forward in the warranty process.

Send to: mattdirectalcoa@aol.com. OR mail to:
Mattress Direct
1115 Hunters Crossing Dr.
Alcoa, TN 37701

Of course you are welcome to drop off the printed form and printed pictures by our store location as well and we can upload them. If we do not get an email within 45 days, we will assume you no longer wish to pursue a warranty claim at this time and your file will be closed.

Required Pictures: