+ WHAT IF I WANT TO SPEAK TO SOMEONE ABOUT MY MATTRESS OPTIONS?

We look forward to speaking with you! Aside from being genuinely interested in getting to know our clients, we want you to be comfortable and confident with this important investment. In the spirit of being cliché, no question is a dumb question. So, please contact us on (860) 395-9371 or email info@mattressconcierge.com.

+ CAN I ORDER BY TELEPHONE?

Of course! If you would like to speak to us about purchasing a mattress, or have any other questions, please call (860) 395-9371. You can also email us at: info@mattressconcierge.com to arrange for an appointment.

+ IS SHIPPING INCLUDED?

Yes! We offer free White Glove Delivery. We hand-deliver your mattress, set it up in the room of your choice, and, if you choose this option, take away your old mattress, all at no extra charge.

+ WHERE ARE MCH MATTRESSES MADE?

The factory is located in Hartford, Connecticut. All of our products are made onsite, by hand with machine assistance. 100% of our raw materials are sourced within the United States. As much as possible, we limit our raw material sourcing to within 150 miles of the factory to reduce our carbon footprint.

+ WHERE CAN I TRY OUT ONE OF YOUR MATTRESSES?

We have a showroom in our factory in Hartford, Connecticut. We would love to make an appointment and meet with you. If you have an interest in touring our factory, we would be happy to add that to your visit. It’s pretty cool to see how your mattress is created. If you aren’t in close proximity to Hartford, our hotel client properties are located from Maine to Florida where you can enjoy Mattress Concierge’s luxury sleep experience. Contact us, we will steer you in the right direction.

+ WHAT IS WHITE-GLOVE DELIVERY?

White glove delivery is how our exceptional mattress makes its way to your bedroom. A professional team of 2 uniformed people hand-deliver your mattress, set it up in the room of your choice and take away all of the packaging. If you choose, your old mattress can be removed as well. All at no extra charge.

+ HOW DO YOU DELIVER MY NEW MATTRESS?

Our white glove delivery team is awesome. Here is how it works:

You make a great decision to purchase the best mattress ever.

Your order is placed into production and the finest mattress craftsman make your mattress (we don’t pull one from a warehouse floor and send it to you like major manufacturers)

The shipping company picks up your mattress and sends it to your local area.

You are notified of the shipping progress by email much like any package you have delivered to your home.

You receive a call when the local white glove team wants to schedule delivery.

Schedule delivery at your convenience!

You will receive confirmation via phone, text, or email with updates on your delivery.

30 minutes prior to your delivery window, the driver / team will call you to confirm arrival.

The delivery team arrives and within minutes, you have the best mattress ever. Take a nap, test it out. Get ready for a great night sleep….

+ WHAT IF THE DELIVERY TEAM IS RUNNING LATE?

We have the absolute best home delivery team in the country! But sometimes things like traffic (ugh), weather, and chatty customers can cause unexpected delays. If this is the case, the delivery team will be in contact with you via text, email, or phone if there is any change in timing.

+ WHAT IF I CAN'T BE HOME TO TAKE DELIVERY?

The delivery agent will contact you directly to schedule delivery and you or someone in your household must be home to accept delivery. If your plans change, please call the delivery agent with whom you scheduled the appointment and make new plans.

+ CAN I DELAY THE SHIPPING OF MY NEW MATTRESS?

YES! If you want to order a Mattress Concierge HOME mattress but have it delivered at a specific time in the future that’s not problem. We will make your mattress and schedule shipping accordingly. Once the mattress arrives to the white glove delivery team, you can schedule delivery on a day / time of your choosing. Please make us aware of a specific time-frame you have in mind when placing your order.

+ WHAT I RECEIVE AN INCORRECT OR DAMAGED ITEM?

Please inspect your mattress when delivered and before signing to receive it! In the rare event this happens, please refuse delivery and we will be notified. It would also be great if you emailed info@mattressconcierge.com and called (860) 395-9371 so we can address this very sad issue immediately.

+ WHAT IF I NEED TO CANCEL MY ORDER?

We understand. Cancellations can take place right up to the moment you sign for the delivery. Please call us on (860) 395-9371 or email info@mattressconcierge.com to inform us of your cancellation. Please note, that we cannot accept returns or cancellations after the mattress shipping materials are removed and you sign to accept delivery.

+ WHAT IF MY NEW MATTRESS DOESN'T FIT UP MY STAIRS?

Sometimes our best planning efforts just don’t work out. It’s OK, we understand. If you have any questions about stairways, tight turns, low ceilings or some other feature of your home that you believe may cause an issue, please contact us: info@mattressconcierge.com or call (860) 395-9371. It is great to determine these details prior to ordering. We don’t want you to be so close to the perfect night’s sleep just to have those awesome white glove delivery guys take your new mattress away. That would be sad.

+ HOW DO I MEASURE FOR MY NEW MATTRESS?

here are several considerations you should make when measuring and selecting your new mattress:

Do I like the height of my current mattress?

Does my bedroom furniture (headboard, footboard, frame) require a certain mattress and box spring height?

Our “Sizes & Dimensions” information will show you the following information:

Mattress Height profiles (ranges between 11” and 16” depending on the model)

Box Spring Height profiles (standard: 9” and low-profile: 5.5”)

A standard bed frame is between 7-8 inches from the ground. Please take this measurement into account when determining the overall height of your new bed.

MEASURE!

Bedframe height +

Box Spring foundation height +

Mattress Height profile =

The TOTAL height is what you want to know. The TOTAL height measurement for a Mattress Concierge HOME mattress set will be between 25” (our lowest profile & box spring combination) and 33” (our thickest profile & box spring combination).

If you would like to talk this through, please contact us on (860) 395-9371 or email info@mattressconcierge.com.

+ DOES MCH REMOVE MY OLD MATTRESS?

Get rid of that lumpy old thing! If desired, Mattress Concierge will remove your existing mattress at no charge. Please indicate you want that old mattress out of your sight when placing your order.

+ HOW LONG WILL IT TAKE TO GET MY MATTRESS?

It takes an average of 14 days to receive your mattress from the time you place your order, to the time our white glove delivery team knocks on your door.

+ HOW CAN I CHECK THE STATUS OF MY ORDER?

You can email: info@mattressconcierge.com When you place your order, we will give you an estimated time for manufacturing, shipping and delivery. Good things take a little bit of time. We are as excited as you are to receive your new Mattress Concierge HOME mattress and we will always give you the honest timeline right from the start.

+ AM I CHARGED SALES TAX?

You are only charged sales tax if your mattress is delivered within Connecticut. Connecticut’s current sales tax rate is 6.35%. Deliveries to all other states do not require a sales tax charge at this time.

+ DO YOUR MATTRESSES GO ON SALE?

We currently do not offer sales on our mattresses. Our prices reflect a fair value for the craftsmanship, comfort, exceptional quality materials, and long-lasting comfort they provide.

+ DO YOU OFFER DISCOUNTS IF I BUY MULTIPLE MATTRESSES?

We do not. Our pricing is fair reflection of the superior materials used to make your mattress, the time and experience our craftsman in the factory have to ensure the best product possible. And the white glove delivery service included at no additional charge.

+ DOES MCH SHIP TO HAWAII, ALASKA, OR CANADA?

Of course! But these places take a little extra time and extra cost. We can do anything if you are willing to work with us. Please email us at info@mattressconcierge.com in order to make these special arrangements.

+ DOES MCH SHIP OVERSEAS?

Yes, we do! We can ship to the faraway locations you live (and where we want to vacation!) but it takes a little extra time cost. We can do virtually anything if you are willing to work with us. Please email us at info@mattressconcierge.com in order to make these special arrangements.

+ ARE MCH MATTRESSES FLAME RETARDANT?

Absolutely. All of our mattresses in the Luxury and Classic lines use a heavy duty ¾” layer of Inherent Rayon as the flame retardant. This material is an engineered fiber yarn of silica wrapped in a rayon sheath, then mixed with a fine ground wood pulp. I know it sounds crazy, but it is very soft! NO CHEMICALS are mixed with or sprayed onto this material. Most importantly, it meets and exceeds the requirements of the Consumer Product Safety Council Standard CFR 1633. Our Luxury Organic line uses 1” of needle punched organic wool which is naturally fire retardant.

+ DOES MC OFFER CUSTOM MATTRESS SIZES?

Generally, no. If there is a special project you are considering, a custom order might be a possibility. Please note: pricing, time to delivery and other factors will be reflective of your request and the number of pieces in the order.

+ WHAT IS YOUR RETURN POLICY?

Final Sale: All mattresses and box spring foundations are non-returnable once the packaging is removed and signature is collected at time of delivery.

+ WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept the following forms of payment: VISA (credit & debit cards) MasterCard (credit & debit cards) AMERICAN EXPRESS DISCOVER DINER’s CLUB JCB Apple Pay (only when using Safari browser on an Apple device)

+ IS MY CREDIT CARD INFORMATION SECURE?

Yes! Mattress Concierge never stores any payment information ever. Our payments processing partner is the same one used by Amazon, Google, Lyft, Zoom and other companies, big or small. They are certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, they make use of best-in-class security tools and practices to maintain a high level of security. Please also review our Privacy Notice for detailed information.

+ WHAT IS YOUR WARRANTY?

All Mattress Concierge HOME mattresses carry the same warranty as our hotel / hospitality lines: 15 year, non-prorated (meaning, unlike most mattress warranties, our warranty doesn’t diminish the older your mattress gets). Our warranty is simple and straight forward and covers:

Materials (because we use the finest)

Craftmanship (because our men & women at the factory are the best)

Our warranty is valid only if the mattress is used with proper bed supports, such as:

Bed set consisting of headboard, footboard and side-rails with slats supporting the box spring unit.

Platform beds with solid supporting surface (such as plywood or bunkie board) even if the platform bed has existing slats.

Metal bed frames:

5 or 6 legged bedframes with vertical center support for any King or Queen sized mattress

4 legged bedframes for any Full or Twin sized mattress

Warranty is not valid for:

Mattresses used without proper support

Staining

Burning / Burns

Other user abuse resulting in damage

All warranty claims must be conducted in writing and submitted to: info@mattressconcierge.com

+ IS THERE ANYTHING I CAN DO TO PROLONG THE LIFE OF MY MATTRESS?

For all Mattress Concierge HOME single sided plush, firm or Luxury Organic mattresses, we recommend turning the mattress 180 degrees (head-to-toe) 3-4 times a year. For Mattress Concierge HOME Dual Feel Plush/Firm mattresses, we recommend flipping the mattress at least 1-2 times a year.

+ ARE YOUR MATTRESS “FLIPPABLE”?

The only mattress we have that is “flippable” is our Dual Feel Plush/Firm mattress (Classic and Luxury line). Firm on one side and plush on the other! You will want to flip this mattress to change your sleep experience based on your personal needs. Treating your mattress well by flipping it is just the bonus.