Employee Benefit Program FAQ’s
Can I return my bed?
Once your bed has been manufactured at our plant and sent to the home delivery company, no, under normal circumstances, unless it has been determined that you have a warranty claim. All beds are otherwise non-refundable, non-returnable.
Can I have my order shipped to the hotel rather than my home?
No, we have updated our procedure and now use a third party delivery agent which only delivers to residential addresses.
Can I pick up my order at the factory?
No, due to liability reasons, pick-up at the factory is not permitted.
Can I purchase a mattress if I live in Hawaii or Alaska?
Online orders can only be shipped within the 48 contiguous United States. However, Hawaii-based employees interested in ordering should reach out to us directly at email@example.com. Unfortunately Alaska is not currently included in the program.
Why do I have to pay a delivery fee for each mattress/set when they are all going to the same address?
Using a third party carrier has allowed Serta to deliver to customers and employees all over the US and most of Canada. Our contracted rate includes two-person white glove in-home delivery, set up and removal of the old bedding and shipping materials.
Why does a "Mattress Recycle Fee" appear on my order?
We are required by state law to collect a Recycle Fee for all orders shipped to California, Connecticut and Rhode Island. The fee is mandated for all new mattresses and foundations, regardless of whether you plan to dispose of an old mattress upon delivery. For more details, visit the Mattress Recycling Council website.
What is the closest retail model to the hospitality models available to employees?
Each of our hotel partners has a unique build to their mattress models. Due to construction differences and the differences in materials and innerspring units, there is no comparable retail model among the thousands of varieties to our hospitality models. The only way to find something similar is through trial and error at a retail store.
Where can I see a hospitality model to try it?
Hospitality models are not available in a retail or online capacity. The only place to see or try one of these models is at a partnering hotel which uses that particular product.
Can my friend/family member order a bed using my discount?
No, products are for corporate partner personal use only, not for use as gifts or for resale and/or online auctions. Deliveries must be made to the employee’s primary residential address.
Once I make my payment, how long will it take to get my order?
As these products are made to order, please allow 3-6 weeks for delivery
Can I expedite or rush my order?
No, products are made to order only after payment is received. Delivery windows vary depending on the contracted carrier. There is no way to expedite or rush an order.
Fuel Surcharge Fee Added to Orders as of July 15, 2022
As of 07/15/2022, due to carrier-imposed fuel surcharges, your order will have an added $10 per piece fuel surcharge fee, and the fee will be displayed as a separate line item upon checkout. For example, if you purchase a queen mattress and the foundation, those two pieces will result in an additional charge of $20 to your order. King mattresses and foundations are three pieces, king foundations are always split for a set of two; the fuel surcharge will be $30 for the $10 per three king set pieces. Mattress only orders for all sizes are $10 fuel surcharge fee for the one piece.