Customer Care

Order Cancellation & Returns

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.