Avila Mattress Queen

Shipping Policy

We will ship your order using the fastest, safest, and most reliable method possible. Therefore, we have established strong relationships with some of the best delivery agents nationwide. All mattress sets sold through ShopSerta.com will be delivered by our Certified Delivery Agent White Glove Service providing you with an optimal delivery experience.

Certified Delivery Agent White Glove Service Gold Service

This product is too heavy/large to ship via the small package delivery services (e.g. UPS, FedEx) so it will be sent to you via white glove freight delivery. White glove freight is different than standard UPS, FedEx, or US Mail in that the carrier takes a larger part in making sure the product you are purchasing makes it safely off of their truck.

Gold delivery Service will include "white glove" 2 person service that includes; inside placement to room of choice, stair carries (up to 2 flights), unpacking, set-up of basic frame (tool less), removal of debris and removal and disposal of old bedding.

1. Standard delivery service is Monday Friday 8:00 AM 8:00 PM and limited Saturday delivery, except for Holidays including New Years Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday After Thanksgiving Day, Christmas Eve Day, and Christmas Day.
2. An automated pre-call contact will be attempted within 24 hours after the confirmation of an order. The Certified delivery agent will call when the product is received to schedule delivery.
3. The Certified Delivery Agent will attempt to deliver within a (4) four hour window and within (10) ten business days of receipt of product from Serta. Serta will deliver provider within (5) five business days of our receipt of the order.

One other important thing to remember about the Certified Delivery Agent and White Glove Gold Service is that you MUST inspect the package at the time of delivery. If the product has any damage, or if there is any reason for you to be at all concerned about damage, you have 2 options: 1) You can refuse shipment and a replacement product will be ordered directly from our factory; or 2) Please write "PRODUCT DAMAGED" clearly on the sheet that you are asked to sign. This simple insures that if there is any damage, it will be easy to take care of the problem. You can then follow-up with customer service agent at 1-855-440-5320 to arrange a replacement shipment if necessary.

When will my order arrive?

All orders will be made for you after your order is placed.

Typically you can expect delivery between 10 and 21 business days. This estimate is based on our experience and it could be more or less. You will receive a call from our local delivery partner to make delivery arrangements approximately 1 week after your order has been shipped from our facility. You can check on the status of you order by calling 1-855-440-5320 or by visiting https://www.wherezmyorder.com and entering your order number and zip code.

Note also that your bed frame (if you choose one as part of your order) will ship from a different location than your mattress set. The bed frame should arrive well before your mattress set, so please keep it close to the area you plan to have the bed set up. That way the delivery company can complete the bed set-up without delay.

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Cancellation Policy Serta Mattress and Mattress Set Orders

All Serta mattresses and mattress sets are built to order in our Serta factories after receipt of a confirmed order. Orders for a Serta mattress or mattress set may be cancelled at no charge from the time of the order through 48 hours after order confirmation. After 48 hours, Serta reserves the right to charge a 15% cancellation fee. Excludes Serta crib mattresses and other accessories. (See cancellation policy for Serta Accessories)

To cancel a Serta mattress or mattress set order, please call us at 1-855-440-5320.

Cancellation Policy Serta Accessories Orders

Applies to all Serta Accessories including bed frames, crib mattresses, sheets, pillows, mattress pads and pet beds. Open packages will not be accepted for returns.

Orders for Serta accessories are processed immediately upon order confirmation to ship via UPS. Therefore, there are no cancellations on Serta Accessories orders. If you would like to return an accessory order once it has been delivered, you may ship it back to us in the original, unopened packaging. You are responsible for the cost of shipping. Once the returned items are received, you will be refunded the original purchase amount minus the shipping costs and a 15% restocking fee.

If you have any questions about returning an accessories order, or if you find that your accessories order arrived with damage or defect after opening, please call us at 1-855-440-5320

Damaged Items

Serta mattress and mattress set orders are delivered using our Certified Delivery Agent and White Glove Gold Service. You MUST inspect the package at the time of delivery. If you find any damage to the product, or if there is any reason for you to be concerned about damage, you have two options:

1. You may refuse shipment and a replacement product will be ordered directly from Serta, or
2. You can write PRODUCT DAMAGED clearly on the sheet that you are asked to sign by the delivery agent. This simply insures that if there is any damage, it will be resolved efficiently. You can then follow up directly with us at 1-855-440-5320 to arrange a replacement item, if necessary.

Serta Accessories orders are shipped via UPS. If you find that your accessories order arrived with damage or defect after opening the packaging, please call us at 1-855-440-5320.

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The Serta Comfort Assurance Policy*

Does not apply to iComfort see the separate iComfort 120 Day In-Home Trial Policy for details.
Does not apply to bed frames or accessories.

We want you to make your Serta mattress purchase with complete confidence. We know that that even after making a careful selection, sometimes people may need a different level of comfort. That is why your Serta mattress purchase is backed by our 45-day Comfort Assurance Guarantee.

We ask that you spend at least 30 days becoming accustom to your new mattress, as it takes several weeks for your body to adjust to a new (or any different) mattress. Once your body has adjusted to the comfort and support of your new mattress, you will know for sure whether or not you have made the right selection.

If you wish to return your mattress after 30 days, we will authorize the return for up to 45 days after delivery. All you have to pay is a 15% return and disposal fee plus $200 for shipping and handling, which will be deducted from the amount credited back to the credit card used to make the purchase. We will cover all other expenses

.

*Only returns, no exchanges, in the state of Tennessee

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The Serta Comfort 90-day Assurance Policy*

Does not apply to iComfort see the separate iComfort 120 Day In-Home Trial Policy for details.
Does not apply to bed frames or accessories.

We want you to make your Serta mattress purchase with complete confidence. We know that that even after making a careful selection, sometimes people may need a different level of comfort. That is why your Serta mattress purchase is backed by our 90-day Comfort Assurance Guarantee.

We ask that you spend at least 30 days becoming accustom to your new mattress, as it takes several weeks for your body to adjust to a new (or any different) mattress. Once your body has adjusted to the comfort and support of your new mattress, you will know for sure whether or not you have made the right selection.

If you wish to return your mattress after 30 days, we will authorize the return for up to 90 days after delivery. All you have to pay is a 15% return and disposal fee plus $200 for shipping and handling, which will be deducted from the amount credited back to the credit card used to make the purchase. We will cover all other expenses

.

*Only returns, no exchanges, in the state of Tennessee

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Applies to iComfort mattresses only; see the Serta Comfort Assurance Policy for information on all other Serta mattresses. Does not apply to bed frames or adjustable foundations (such as the Serta® Motion Perfect® adjustable foundation).

We want you to make your iComfort Sleep System by Serta purchase with complete confidence. We know that that even after making a careful selection, sometimes people may need a different level of comfort. That is why your iComfort mattress purchase is backed by our 120 Day In-Home Trial Policy.

We ask that you spend at least 30 days becoming accustom to your new iComfort mattress, as it takes several weeks for your body to adjust to a new (or any different) mattress. Once your body has adjusted to the comfort and support of your new mattress, you will know for sure whether or not you have made the right selection.

If you wish to return your mattress or mattress set after 30 days, we will authorize the return for up to 120 days after delivery. All you have to pay is a 15% return and disposal fee plus $200 for shipping and handling, which will be deducted from the amount credited back to the credit card used to make the purchase. We will cover all other expenses.

*Only returns, no exchanges, in the state of Tennessee

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The Perfect Day iSeries 120 Day In-Home Trial Policy*

Applies to Perfect Day iSeries mattresses only; see the Serta Comfort Assurance Policy for information on all other Serta mattresses. Does not apply to bed frames or adjustable foundations (such as the Serta® Motion Perfect® adjustable foundation).

We want you to make your Perfect Day iSeries Sleep System by Serta purchase with complete confidence. We know that that even after making a careful selection, sometimes people may need a different level of comfort. That is why your Perfect Day iSeries mattress purchase is backed by our 120 Day In-Home Trial Policy.

We ask that you spend at least 30 days becoming accustom to your new Perfect Day iSeries mattress, as it takes several weeks for your body to adjust to a new (or any different) mattress. Once your body has adjusted to the comfort and support of your new mattress, you will know for sure whether or not you have made the right selection.

If you wish to return your mattress or mattress set after 30 days, we will authorize the return for up to 120 days after delivery. All you have to pay is a 15% return and disposal fee plus $200 for shipping and handling, which will be deducted from the amount credited back to the credit card used to make the purchase. We will cover all other expenses.

*Only returns, no exchanges, in the state of Tennessee

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